Important holiday information

This page contains important information regarding your stay with VIP SKI so please read carefully. Should you have any questions on any aspect of your holiday please don’t hesitate to call us on 0203 892 4060.

Our staff in resort are there to help you make the most of your holiday, so should you require any assistance or advice please do not hesitate to contact any member of the VIP SKI team. Our policy is to let our guests enjoy their holiday without constant interference, but you will always find us on hand should you need us.

If you find any part of our service unsatisfactory then we would like to know straight away so we can do our best to resolve the situation. Unfortunately, if you only tell us when you leave or after your return to the UK then it will be too late for us to do something about it and you may have been unnecessarily inconvenienced.

Your Resort Manager can be reached on the numbers below. You can also enable your VIPConcierge companion by sending a WhatsApp message with your name, arrival date and chalet to the numbers listed below, or clicking the link from your mobile phone browser. Our VIPConcierge teams are online every day between 8am and 8pm (French time) and are ready to help with anything.

Val d'Isere

• VIPConcierge +33 (0)7 65 18 52 30 (message on WhatsApp)
• Resort Manager +33 (0)7 65 18 52 82

Les Arcs

• VIPConcierge +33 (0)7 65 18 52 56 (message on WhatsApp)
• Resort Manager +33 (0)7 65 18 52 91

Avoriaz

• Resort Manager & VIPConcierge +33 (0)7 65 18 52 77 (message on WhatsApp)

Les Gets

• Resort Manager & VIPConcierge +33 (0)7 65 18 52 73 (message on WhatsApp)

Morzine

• Resort Manager & VIPConcierge +33 (0)7 65 18 52 80 (message on WhatsApp)

 We are delighted that you have chosen to ski with us and hope are you very much looking forward to it.  If you have any other queries or questions, please do not hesitate to contact us on 0203 892 4060 or email us at ski@vip-chalets.com

It is a condition of coming on a VIP SKI holiday, that you have insurance that provides adequate cover for all risks inherent in a skiing holiday. If you decide to purchase an insurance with more limited cover, VIP SKI will not be liable for any costs you incur which would have been covered by an adequate insurance policy.

Please ensure your passport is valid for the duration of your stay. Depending on your nationality, France and Switzerland do ask that your passport is valid for a certain duration beyond your stay and some nationalities will require a visa for entry, please check your government website for advice. For those landing in Geneva please ensure you have the necessary entry documents for both France & Switzerland.

Please check the names have been entered correctly on your invoice to make sure that they are exactly as per passport. Please inform us before travel of any dietary requests, food allergies or any special requirements.

For those booked on our complimentary coach from Geneva, please make yourself known to our airport representative at the VIP SKI desk in the main terminal (T1) as soon as you arrive.

In case of problems, you can call our Operations Director, Pip Brockman, on +33 765 18 52 38 or our Logistics Manager on +33 765 18 52 42

For those travelling with young children please note that that whilst seats are allocated to every party member, we cannot provide car seats for infants or small children on coach transfers. If you would like your children to sit in child seats you will need to bring your own child seat (however, these can only be secured with the coach lap belt).

Approximate travelling time is subject to traffic and weather delays. We endeavour to operate coach transfers as quickly and efficiently as possible. Please note the conditions of contract attached to joining our complimentary scheduled coach transfers;

• Seats are only provided on a complimentary basis if they are reserved together with flight details (essential) before the balance of the holiday becomes due.
• If you are on a flight scheduled to land at Geneva at or before the stated transfer time rule, then we will commit to hold the coach for a period of 60 minutes in the event that your flight or bag delivery is delayed.
• If all passengers booked on the transfer are present before the departure time, then the bus will leave early.
• Transfers will not be delayed under any circumstances for anyone booked on a flight scheduled to arrive after the allotted time.
• If you miss the departure because you arrive at our desk after the extended time allowance, you will be helped by our airport representatives at Geneva Airport to find alternative transport to resort at your own expense.
• Feeder transfer services may sometimes be used e.g., onward transfer in minibus.
• Adverse weather, unusually heavy traffic or flight diversions may cause delays beyond our reasonable control. On peak holiday dates it is sometimes necessary to arrange your homebound transfer earlier than normal to allow for extra traffic.
• Third party shared transfers may be used on occasion.
• If a delay on the return coach transfer from resort to the airport causes guests to miss their homeward flight, VIP SKI will not be held responsible for any resulting costs and guests will be helped by our airport representatives to make alternative travel arrangements at guests’ own expense.
• There is no refund if a client does not take our complimentary transfer for any reason.

If we have booked a private taxi transfer, details will be shown on your invoice. We ask that you check your invoice and notify us immediately if there are any discrepancies. The driver will be waiting for you in the Arrivals Hall holding a sign with your name on it so please look out for them.

Please note: The taxi supplier will schedule your departure time from resort to ensure you arrive at the airport in time for a comfortable check-in, timings set are non-negotiable.

If you are making your own way to the chalet, please note that unless other arrangements have been agreed in writing, your chalet will be ready from 15:00 on the day of arrival, and we ask guests to vacate the chalet by 10:00 on the day of departure. If you could let us know when you expect to arrive at the chalet then we will ensure that our team are on hand to greet you.

If you are delayed on your way to resort and expect to arrive after 19.30 it is essential that you call the Resort Manager so that arrangements are made for your late arrival and your evening meal.

If driving to resort you should take snow chains. In bad conditions the local police will not let you up the mountain to the resort without them.

If anyone in your party needs driving instructions to resort, or you would like directions to your chalet or need chalet addresses.

We recommend you pre-book lift passes & ski hire prior to your arrival. You can pre-book and manage your booking in ‘My VIP SKI'

We strongly recommend pre-booking ski school, this is essential if you are travelling with children in peak season dates. We have dedicated children’s lessons in Val d’Isère and Arc 1950. In our other resorts we have close partnerships with ski schools. If you’d like us to initially enquire on your behalf please do let us know what types of lessons you need (group or private,) preferred timings and days and abilities of each person needing lessons. We’ll happily contact them for you although we will need to give them your details to confirm lessons and process payment if you wished to book.

Should you need the chalet address.

Hairdryers are provided in all VIP SKI properties.

Chalet Host
Your host will be there to greet you. Our staff have been carefully chosen for their personality as much as their cooking abilities and should be treated as a friend and companion rather than a servant. They are there to help you get the most out of your holiday but will have one day off during the course of your stay. If you feel that you have been looked after well then, a gratuity is customary and will be most gratefully received.

Hotel staff
Our staff are chosen for their natural ability to make guests feel welcome and relaxed from the moment they arrive. Our hosts are supported by our General Manager who is on hand to assist with any additional help or information you need during your holiday. Dinner is served every evening in the hotel. If you feel that you have been looked after well then, a gratuity is customary and will be most gratefully received.

Internet / WiFi
All VIP SKI chalets are equipped with wireless broadband internet connections. Please note that the boxes are normally located in the living rooms so you may not receive a signal from other areas of the chalet. Connection in the mountains may be much slower than you might be used to. Please also note that the connections are not always secure.

For those travelling with young children on our coach transfers please note that that whilst seats are allocated to every party member, we cannot provide car seats for infants or small children on coach transfers. If you would like your children to sit in child seats you will need to bring your own child seat (please note these can only be secured with the coach lap belt and depending on the size of your seat do not always fit securely). If you are uncomfortable with the above, we have worked with local suppliers to arrange and subsidise some very keenly priced private transfers which you can book at a supplemented price.

If you have pre-booked our childcare service, please read through the additional information thoroughly (sent as separate document). This is important even if you have previously travelled with us and used our Childcare Services.

If you have not already booked childcare it may not be too late to do so. Subject to availability we can tailor our service to suit your requirements.

 Infant Equipment
Cot, cot linen, highchair and change mat are provided in the chalet for all infants. On request and subject to availability, we can also provide the following items free of charge: Highchair, Stairgate (available at selected chalets), Potty, Toilet step, Toilet seat, Bed guard, Steriliser, Buggy, Baby monitor, Baby bath, Baby Bouncer and Table Booster. To ensure these items are in the chalet/hotel on your arrival please request at least 2 weeks prior to arrival directly with our UK Sales Team.

 Children’s High Tea is served between 5.30-6pm, as agreed with the chalet host, to children under 12 years and older babies who can enjoy solid foods. All meals will be age appropriate and take into consideration children’s like and dislikes. We regret that in shared chalets children under 12 years old are not permitted to eat with the adults.

 Babysitting
Our nannies and chalet hosts are often prepared to babysit, if you would like to request babysitting prior to travel, please contact our UK Sales Team. All monies should be paid directly to the sitter. Alternatively ask your chalet host or ask at the Tourist Office where there is a list of local sitters.