Frequently asked questions

Below are the answers to some of the questions we're often asked. There’s a lot here so please click on the link below to direct you to that section of questions and answers.

• Booking your holiday
• Paying for your holiday
• Amending your holiday
• Cancelling your holiday
• Ski hire
• Ski School
• Lift passes
• Holidays with children
• In resort
• Before you travel

If you don’t find the answer to your questions below please don’t hesitate to give us a call on 0203 892 4060 as we’ll be happy to answer any other questions you may have.

Once you're in resort PLEASE remember that if you want to know something, or need something extra to make your stay more comfortable, you just have to ask.

Q - What is included in the holiday price?

Our classic chalet service includes:

• Complimentary coach transfers to and from Geneva Airport and your chosen resort
• 7 nights’ accommodation, towels (with mid-week change) and bed linen
• Daily breakfast, afternoon tea and three course evening meal (6 days) with choice of wine, cheese & coffee
• Catering provided by dedicated chalet host
• Canapés on first and last evenings

Our Hotel service also includes:

• Enhanced menu choice
• Cooked breakfast & evening meal on 7 days
• Full bar serving drinks & coffee (local charge)

Our CLUB Chalet Service also include:

• Chef provides choice of menu
• Canapés on 6 evenings
• Complimentary beer, wine & cordials
• 7 days serviced breakfast

Flights and Insurance are not included.

The following items are not included but can be pre booked for an additional charge:

• Lift pass
• Ski equipment hire
• Ski lessons
• Childcare
• Private taxi transfers

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Q - What payment methods do you accept?

Payments can be made over the phone using either a credit or debit card, you can reach us on 0203 892 4060. 

You can also pay securely online, simply click on the ‘my VIP SKI’ button on the top right of our website. You will need your booking reference, postcode and surname of the lead party.

Q - Is there a charge for using credit card?

We accept Visa or Mastercard and there is no charge for personal accounts. We cannot proccess AMEX payments.

Q - What deposit is needed to secure the holiday?

If you would like to book we require a non-refundable deposit of 25% of the holiday cost. If you book a nanny and/or ski school then we require 25% deposit for each item (booked under the supplier's cancellation terms). 

Q - When do I have to pay my holiday in full?

Your final balance is due 8 weeks before departure. You will be sent a gentle reminder via email when the balance is due.

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Q - Can I make changes to the booking?

If you wish to change any details of your booking you must inform us as soon as possible and confirm the details in writing. If we are able to accept the change we will charge an amendment fee of £30 per person for each booking change. However, any changes made within 8 weeks of departure may be treated as a cancellation and cancellation charges will apply. If the change is to increase the number of persons booked no amendment fee or cancellation charges will apply. Full booking conditions can be found here.

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Q - I need to cancel my holiday, how do I proceed?

Cancellations must be notified to us in writing by the Party Leader and will only be effective when we receive the written notice of cancellation at our offices. In all cases of cancellation by the Client the deposit, insurance premium and any amendment charges will be forfeited. The following cancellation fees expressed as a percentage of the total holiday cost payable by the person(s) cancelling (including extras such as childcare, lift passes, ski hire, lessons, private transfers; excluding insurance premiums and amendment charges) will become immediately payable to the Company. Please see details in our Terms & Conditions

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Q - Can you hire ski clothing in resort?

 In some resorts it is possible to hire clothing through Oxygene Ski School. All details can be found here: https://www.oxygene.ski/ski-clothing-rental/. You can also hire ski clothing from the following site http://www.ski-stuff.co.uk/ Ski clothing for adults and children can be purchased at a reasonable cost from Ebay (new or pre-owned), TKMaxx, Matalan and H&M. Many of the larger supermarkets also offer good quality ski wear. For more technical clothing we also recommend Snow & Rock, Millets, Ellis Brigham, Blacks and Surfdome.

Q - Can I pre-book ski hire? 

Yes, you can order your ski equipment (skis, snowboard and boots) in advance and add them to your holiday booking. We’ve sourced the best providers in each of our resorts, and by pre-booking you can pay in pounds to avoid bank charges abroad, and have everything organised before your arrival in resort. You can also pre-book your ski hire on the coach transfer up to resort. Some of our chalets have an in-chalet fitting service which is very convenient.

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Q - Do the ski instructors speak English? 

Ski instructors do all have to be fluent in English however this can vary from resort to resort. Most ski schools will take requests for English speaking instructors at the time of booking lessons.

Q - Which ski schools do you recommend?

There are several ski school providers in each of our resorts, each will offer a variety of tuition options from beginner groups to private lessons and off piste guiding, however, some may specialise in a particular area. We have created partnerships in each of our resorts with top ski schools and can book lessons on your behalf.

Q - When should I book lessons?

We advise booking lessons as early as possible to ensure you have the best choice. Ski schools do get booked up, especially on peak holiday dates such as Christmas, New Year, Half Term and Easter.

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Q - Can I pre-book lift passes?

Yes, you can order your lift pass in advance and add them to your holiday booking. By doing this you can pay in pounds to avoid bank charges abroad. You can also pre-book your lift pass on the coach transfer up to resort. Your passes will be delivered to your chalet before breakfast on the first morning, giving you plenty on time to make the first lifts. Read more details & see prices.

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Q - What are the child prices?

Our child discount is £75 and applies to children between the ages of 2-12 at the time of travel. Infants must be under 2 years on the return date of travel. We charge £125 for infants.

Q - What equipment can you provide for children and infants?

Already included in the infant price are cots, highchairs and linen.

You can pre-order child equipment to be in your chalet ready for when you arrive. If you need any of the following please let us know:

• Sterilisers
• Changing mats
• Potties
• Bedguards
• Toilet steps
• Toilet seats
• Table booster seats
• Stairgates (due to the style of some chalets stairgates may not be suitable for certain chalets)

If you need to save valuable space and weight in your suitcase then you can pre-order nappies and formula at an additional cost.

Nappies £25
Pampers Premium Protection 1-6 or Baby Dry Nappy Pants Sizes 4-6. Nappy sacs and Pampers sensitive baby wipes included.

Aptamil Formula £15
Aptamil Milupa Formula (800g pack of powdered milk). Stages 1, 2 or 3.

*Please note; Alternative products/brands may be supplied subject to availability

Q - Can you provide purees for my infant?

Yes, your chalet host will be more than happy to do so. We prepare puree with fresh produce to the infants taste and stage of weaning. Please remember to let us know if your child has any dietary requirements.

Q - What time is kids tea served?

 Our chalet hosts serve high tea for children at 5:30-6pm. We require all children under 12 to take high tea unless you book the whole chalet, in which case children can opt to join parents at dinner with the main menu.

Q - 6pm is too late for my child to eat dinner, can it be served earlier?

 Yes, just let us know your preferred time for your children’s dinner prior to departure and we can add this request to your booking. You can also let the chalet host know this information on arrival. Please note this is only possible if you have sole occupancy of the chalet.

Q - We would like to eat dinner as a family is this possible?

 Our children's menus served for high tea have been planned for the appetites of our younger guests, however, if you wish to eat together as a family that is no problem. Your chalet host will serve our main menu as planned but if necessary can simplify dishes to better suit the children. Our ‘switch menu’ may be the ideal option for families wishing to eat together. Please do let us at the time of booking along with any dietary requirements your family may have.

Q - Does my child need sunglasses?

Absolutely! Snow blindness or photokeratitis is a type of temporary eye damage caused by snow reflecting UV light. Even those too young to ski will need some form of protective eyewear. For infants and young children, our childcare manager recommends Babybanz, who offer a fantastic range of wrap-around eye wear from 0-5 years. Goggles are also recommended for skiing, as they offer a more comfortable fit with a ski helmet!

Q - I haven’t booked the nanny service but can I still book the babysitting service?

Yes, this can be arranged and is charged at the rate of €15 an hour before midnight and €20 after midnight, payable in resort (New Year’s Eve €20 before midnight, €25 after midnight). However, on the dates when our Private Nanny Service is fully booked, we cannot guarantee your babysitter will be a fully qualified childcare professional.

Q - Are car seats provided on coach transfers?

Unfortunately baby seats are not available on our coach transfers. Our coaches only have lap belts so it is impossible to safely fit car seats on the coach. However, car seats are available on private taxi transfers and can be pre-booked for a supplement.

Q - Are car seats provided in resort vehicles?

Yes, car seats are provided in all our resort chauffeur vehicles in Val d’Isere and Meribel.

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Q - We would like to eat dinner earlier than 8pm, is this possible?

Yes, if you have booked the whole chalet you can certainly eat at an earlier time, please let us know prior to departure and we can add this request to your booking. You can also let the chalet host know this information on arrival.

Q - I have a dietary requirement, can you cater for me?

 We do understand a holiday can sometimes be stressful particularly if you or one of your family has food allergies or special dietary requirements. Our mission is simple; to make your holiday as enjoyable as possible. Whilst our menu is planned, it is not set in stone; we will always do our best to accommodate preferences and requests. Unfortunately, most ski resorts simply do not offer the huge selection of Gluten, Lactose or Dairy free products available in UK supermarkets. That said, if you have any dietary requests, food intolerances or food allergies we will do our upmost to plan the menu to suit your needs. In order to plan the menu and source relevant ingredients it is important that you advise us at the time of booking (or at least two weeks before you depart for your holiday). If you have any questions or concerns, one of our Executive Chefs would be more than happy to speak with you personally to ensure you have the confidence we can deliver a chalet holiday to remember.

Q - What will the weather/snow conditions be like?

We can never be too sure what the weather will be like but we do a regular snow dance! All our resorts are high altitude and should the snow be a little sparse, snow cannons ensure there will be plenty of piste to ski. Check out our weather forecasts here to keep updated.

Q - Are there Hairdryers?

We do supply hairdryers in each of our properties, however if you have your own that you particularly like you are more than welcome to bring it.

Q - Are there towels and bathrobes in the chalet?

Yes, hand and bath towels are provided and there is a mid-week towel change. Bathrobes are available on request in all of our properties, please inform us prior to travel or on arrival with your chalet host.

Q - Do I need to take my own toiletries?

Complimentary toiletries (shower gel, shampoo and body lotion) are provided in the chalets but we recommend taking your own preferred toiletries.

Q - Is there Wi-Fi in the chalet?

Yes, Wi-Fi is available in all our chalets, the chalet host will provide you with the code on arrival. Please note whilst the signal is strong in living rooms it can vary in the bedrooms.

Q - Will there be a safe in my room?

Yes, safes are provided in the majority of our chalets. If you have any queries regarding security please do not hesitate to contact us.

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