Important Information

Contents

Chalets

This section (along with the following sections) forms part of your terms and conditions. As chalets and Ski Lodges are a different type of holiday, please read these pages carefully so that you know what to expect.

A chalet is your mountain home for your stay. You can either book one room or a few rooms and meet other skiers, or take over a whole chalet for yourselves and your party.

More informal and relaxed than a hotel (yes, you can come to dinner in your slippers), one of the attractions of chalet accommodation, is the individuality or uniqueness of the property and its rooms. All our chalets and Ski Lodges are selected with care on the basis of general comfort, character, convenience and facilities. They vary in size and can be larger purpose-built properties, apartments within complexes or local people’s alpine houses. As such, chalets are very different from hotels. Occasionally beds may be against a wall, there may not always be a WC on each floor, room sizes may vary (even when priced similarly), rooms may not all have lockable doors and bathrooms may be shared with other guests or resident staff. Chalet apartments within complexes may be accessed by stairs and/or lifts. The majority of chalets have lounge areas although, in some cases, seating may be limited. If in doubt, please call us. As in your own home, from time to time things may go wrong and we do ask that you be patient as it may not always be possible to repair or replace items immediately due to the mountain locations involved.

Perhaps the nicest thing about a chalet holiday, though, is the individual service you will receive from your own dedicated chalet host(s). You will return after a great day on the slopes to a delicious cake and afternoon tea or coffee and then a three or four course evening set menu with unlimited wine until coffee and the best thing of all - no cleaning or washing up as your hosts will take care of all of this for you.

Bed linen and hand and bath towels are provided in all European chalets and Ski Lodges. Bath and hand towels will be changed mid-week in Ski Lodges, Superior and Signature European chalets and all North American chalets.

As we are limited in the number of photographs we can print in our brochure, you may be able to see additional photography of our properties on our website. Furthermore, as details of holidays may change after a brochure has been printed, we will display the most up-to-date information on Skiworld.co.uk.

Chalet and Ski Lodge hosts: Our hosts regularly clean your rooms and they are there to help make your holiday run smoothly. They have been chosen for their outgoing personalities and cooking abilities. The service they offer is not intended to be that of a hotel. In a small number of instances, chalet hosts may be sharing some of the bathroom facilities – this is noted in the description so that you are aware.

Mountain locations: Access to many chalets in the Alps is often up a hill or path. This is especially true for those properties close to the slopes. Where this is particularly the case we have mentioned it in the chalet text. If you are at all concerned please ask for details. Ski-in/ski-out means to within 50 – 70 metres of the chalet in normal snow conditions.

For any mountain holiday, easy to carry bags and appropriate footwear are essential. Snow conditions may also make access to chalets more difficult at some times of the season and we may not be able to get transfer vehicles close to the chalet.

WiFi: We are pleased to provide WiFi in all our chalets and Ski Lodges. WiFi is free of charge in Ski Lodges and Superior chalets. In standard chalets a small supplement is payable in advance.  Please note that the WiFi connection is not suitable for large amounts of streaming and in order to bar access to illegal sites, internet usage may be monitored. Whilst we do our best to ensure this service is continuous and uninterrupted, please bear in mind that our chalets are in mountainous environments which do not yet enjoy the capacity or connectivity we have to come to expect in more urban areas. We therefore recommend that if accessing or downloading is essential during your holiday, you use a local internet shop whose capacity is less likely to be affected by other users.
 

IN RESORT

• Our Resort Managers are highly experienced people with excellent customer service skills. They are the team leaders who ensure that every aspect of your ski holiday exceeds your expectations.
• Our Resort Representatives and Snow Concierges look after you at the airport, save you time and effort by delivering your lift passes to your chalet, help you to collect and return ski equipment hire, advise you on ski schools and book instructors for you. They are on hand throughout your stay and will be able to help you make the most of our varied après-ski programme.
• Our Head Chalet Hosts, Chalet Hosts and Ski Lodge Chefs follow our comprehensive training programme and in addition, complete Health and Hygiene training. They are selected for their culinary skills and their friendly, helpful personalities and professional attitudes.

Want to join our overseas team? Check out our ‘Work for Us’ section for information and positions available and to read more about doing a season – whatever your age!
 

TO HELP YOU CHOOSE

CHALET RATINGS

CLASSIC CHALETS
Enjoy our excellent 3 course chalet menus with FREE unlimited wine until coffee.

2.5 rated chalets
Simple no frills and excellent value for money

3 rated chalets
More comfort in the ratio of bathrooms to bedrooms and meets most people’s perception of a ‘standard’ chalet

4 rated chalets
Increased levels of comfort and/or character, with more bathrooms, possibly all en suite and a higher standard of décor

SUPERIOR CHALETS
Enjoy a delicious enhanced 4 course menu along with a choice of FREE unlimited superior regional wines and extras included to make your holiday that bit more special.
     
4+ rated chalet
Enhanced menus, most, if not all, rooms en suite, superior décor and in many cases a sauna and/or hot tub in the chalet or access to these and/or a pool
       
5 rated chalets
These are superior properties for their décor, comfort and facilities. They also offer enhanced menus and are beautiful home-from-homes - some of the best you will find
 
+
Indicates something extra above the grade. This may be décor, character or facilities.

SIGNATURE CHALETS
Every once in a while we come across chalets which are exceptional in their decor and facilities. These have become Skiworld’s Signature chalets and as such, guests will be treated to additional privileges to those found in our Grade 4+ and 5 Superior chalets. These benefits include: L’Occitane shower gel and soap, wellness facilities, fluffy bath and hand towels changed mid week, bathrobes and slippers, WiFi internet access, hairdryers in all rooms, cards and games, a pre-departure call service, a TV with (UK) satellite channels, DVD and CD player, lift pass delivery to the chalet, ski hire pick up and drop off at the beginning and end of your stay and occasional UK newspapers.

Room numbers: To help with your choice we have detailed the room breakdown for each and every one of our chalets. We also provide room numbers, which are shown on your invoice, so you can be sure of exactly what has been booked. Further information (in addition to that on our website and in our brochure) is available on request.
 

CHALET BOARD

All our chalet meals are freshly prepared according to our menus and are intended to be home-from-home style cooking which also incorporates local ingredients so as to give you a flavour of the country you are visiting. In all our chalets we create a dinner party atmosphere by serving the evening meal for everyone at a set time.  Afternoon tea is laid out and is on a first come first served basis.

In all our Classic chalets (2 – 4 rated properties): our chalet board consists of breakfast (fresh bread, choice of preserves, cereals, porridge, yoghurts, fresh fruit, fruit juice and unlimited tea and coffee, PLUS a simple cooked breakfast with eggs and one of the following: bacon, mushrooms, tomatoes, hash browns, baked beans), afternoon tea and cake and a delicious 3 course evening meal with unlimited free house wine until coffee is served. Once coffee is served, wine is no longer available.

In all our Superior chalets (4+ and 5 rated properties) and those where Chalet Plus has been purchased, the standard chalet board is offered with superior extras including an enhanced cooked breakfast, pre-dinner drinks and nibbles, superior regional wine (Europe) unlimited until coffee and a cheese board and after-dinner chocolates.

In our Signature chalets the superior chalet board is offered with even more extras including an arrival transfer snack pack, tea and coffee in bed or outside your door, a full cooked breakfast with French patisseries (or local breads, ham and cheese in Austria and Switzerland), pancakes and muffins, champagne and canapés on arrival, apéritifs and canapés for 5 nights, a superior choice of red and white wines to accompany dinner – unlimited until coffee, a fresh fruit bowl throughout your stay and a four course superior evening menu with port to accompany the cheeseboard, after dinner chocolates and freshly made coffee.

Children: Please advise your children’s ages at the time of booking so that we can be prepared for their arrival. If you require high tea for children, it will be organised for them every evening. This must be requested at the time of booking and please make sure it is noted on your invoice.

Dietary Requests: We will endeavour to cater for special diets or vegetarians where possible although the availability (or not) of specialist ingredients and foods locally may prevent us from doing so. We reserve the right to make an additional charge for some special diets due to the costly nature of certain specialist ingredients so it is important to discuss this with us at the time of booking. Please check your invoice to ensure any such requests have been recorded. Please also check with your chalet host or chef as soon as you arrive so that they can discuss your requirements with you.
 

SKI LODGES

Mouth-Watering Menus: Ski Lodges offer a different type of holiday and are equally relaxed and informal. They are larger properties where you enjoy a superior breakfast served until 10am (fresh bread, choice of preserves, cereals, porridge, yoghurts, fresh fruit, fruit juice and unlimited tea and coffee, PLUS a cooked breakfast with eggs and 2 of the following: bacon, mushrooms, tomatoes, hash browns, pancakes and syrup, baked beans, sausages, pastries or ham and cheese), apéritifs and canapés, a choice of dinner menus, after-dinner chocolates and more.
In our Ski Lodges, dinner is usually served at a time to suit you between 7.30pm and 8.30pm. We also aim to arrange a table to suit your party size although this is dependent on table configurations and space. There is always a choice of two starters, three mains and two desserts with a vegetarian option. Final night meals in Ski Lodges could include a local dish, a popular favourite or a themed evening.

WiFi: We are pleased to provide WiFi in all our Ski Lodges, in at least the communal areas, free of charge. Please note that this connection is not suitable for large amounts of streaming and in order to bar access to illegal sites, internet usage may be monitored. Whilst we will do our best to ensure this service is continuous and uninterrupted, we cannot guarantee this. As with WiFi in our chalets, if you require a high capacity internet connection we recommend using a local internet shop.

Bars in Ski Lodges: The perfect place for an apéritifs, liqueur or a cool beer after a great day on the hill, all our Ski Lodges have licensed bars selling drinks at very reasonable prices. As they are licensed, it is illegal for guests to consume their own alcohol in public areas and all bars are open to members of the public not staying in the Ski Lodge.

Private Nanny Service: We are delighted to be working with the highly regarded T4 Nanny Service in Tignes and Val d’Isere. Please note that bookings for these qualified, experienced  nannies is on a first come first served basis, so early booking is recommended. For more information on activities provided, availability and costs please call our reservations team.

Walkie Talkie Rental: As a special service in our Ski Lodges, we are pleased to offer walkie talkie rental for the week at a small supplement. This must be booked in advance and is subject to availability. Walkie talkies come in packs of 2 with a charger. A deposit of 40 Euros is required per pack which is refunded on return of the equipment in working order. Lost or damaged units will mean the deposit is retained.

Car Parking at Ski Lodges: We have a limited amount of car parking at all our Ski Lodges. If you wish to use this, there is a weekly charge and you must book in advance with our Ski Specialists. Please ensure this is shown on your invoice. Parking spaces are allocated on a first come first served basis so early booking is recommended. Vehicles are left in parking spaces entirely at owners risk and Skiworld cannot accept liability for any damages or losses whilst cars are parked in these allocated spaces.

Reception: In Skiworld Ski Lodges, the reception is usually open from 08.00 until 10.00 and 17.00 until 20.00 and is available to help with any questions you may have about the resort of your holiday. English papers are provided when available.


ACCOMMODATION ONLY
On certain dates and departures we are able to offer accommodation only holidays. We may not always be able to offer a reduction on these holidays compared to packages including flights. Please enquire at the time of booking. If we are able to offer a reduction on the flight price for accommodation only, we reserve the right to increase or decrease this reduction at any time prior to booking. Our reservations team will have the most up-to-date information. Accommodation only holidays do not qualify for Ski All-In deals or similar offers and promotions.

 

GENERAL INFORMATION ON CHALETS AND SKI LODGES

Insurance: It is essential that all group members have adequate insurance that covers all aspects of your ski holiday. It is the responsibility of the group leader to ensure that this is the case and to provide Skiworld with the details of these policies so that we can help in case of emergency.

Make it your own enhancements: Beer is available in selected French resorts and chalets except Les Deux Alpes and Alpe d’Huez. Due to storage and/or transportation issues, bottles may be available and not kegs or vice versa and quantities may be limited. Please ask our Ski Specialists for details. Kegs of beer are only available for whole chalet bookings. As fridge storage space in chalets is primarily for food, in most instances beer will be stored outside. We are pleased to be able to offer this time and effort saving service to our guests and we cannot guarantee that our prices will be less than those in resort.

N.B: For your comfort and safety, Skiworld reserves the right to only allow access to approved third party suppliers offering goods and services within our properties.

CHECKING INTO YOUR CHALET OR SKI LODGE

EMPTY BEDS/SOLE OCCUPANCY OF A CHALET OR ROOM

SINGLE SHARES

FLEXIBLE CATERED CHALETS

Group Bookings

We have a specialised reservations team to help you not only choose the resort and accommodation to suit your needs, but also to help you organise your trip and make the most of our lift pass and ski hire offers and discounts.

Our website will allow you to search by size of chalet and also to look for the most sought-after facilities, for example, ski-in/ski-out chalets or those with hot tubs and saunas. Whatever accommodation you are looking for, don’t hesitate to call our Ski Specialists if you need to discuss your requirements.

We have some of the very best group free place offers – you will find it hard to beat them especially with our great value prices. And don’t forget to check the website for special features, offers or information – especially our up-to-date independent snow reports.

 

GROUP DISCOUNTS

European group discounts and free places only apply to 7 night charter flight based Skiworld catered chalet or Ski Lodge accommodation holidays. They do not apply to weekend breaks, self-catering, hotel accommodation, late availability prices or special offers unless otherwise specified.
 

We reserve the right to amend or withdraw group discounts at any time and to limit the number of such discounts across several groups in the same property at the same time. Discounts will be confirmed at the time of booking.

 

HOW TO QUALIFY FOR GROUP DISCOUNTS

CALCULATION OF FREE PLACES

CANCELLATIONS

Children and Families

We have some superb offers for children and our chalets and Ski Lodges represent particularly good value. Prices include breakfast, afternoon tea and cake and a delicious freshly prepared evening meal – all this helps you budget your holiday and enjoy the lovely informal home-from-home chalet atmosphere.

Our North American ski resorts have excellent mother-tongue ski schools – our regulars rave about them and that’s just the children! In many resorts, children can ski for free - please call our North American Ski Specialists for more information.


CHILDREN PAY HALF PRICE!
We are pleased to offer half price places for children aged 2 – 11 years. These offers are valid ALL season including Christmas, New Year, Half Term and Easter. Early booking is recommended as these places go fast!

Children under 2 years of age on the return date of travel are subject to an infant charge of £79 in Europe and £175 in USA and Canada.

 

CHILD DISCOUNTS

*Please note: Reductions apply to the basic brochure price and do not include supplements such as room or flight supplements. Room discounts do not apply when children enjoy reduced price places and these reductions do not apply to rooms in which children aged 2 – 11 are already enjoying half price places. Reductions cannot be combined with any other offer or discount. Children enjoying half price places or reduced prices count as half a person in the calculation of group free places. The reductions only apply to holidays with charter flights in Skiworld catered chalets. Free places are limited to one per family. Infants are children under two years of age on the return date of travel and this charge applies provided that no flight, coach or train seat is used and provided a cot is used in resort. All discounts are subject to availability and may be withdrawn or changed at any time. Please read important information to follow.


Calculation of Child Discounts: There are a limited number of free and reduced child price places and these are subject to availability and on a first come first served basis. For this reason we also limit the number of child discounted places on each booking. All reductions are subject to availability and may change at any time.

Child reductions in Europe apply to Skiworld chalet and Ski Lodge holidays including charter flights only. Children’s reductions in North America will be confirmed at the time of booking.
Children enjoy a 50% reduction when sharing with 2 adults unless otherwise stated. All child discounts (Europe and North America) are applied after any room or transport reductions e.g. self-drive and all supplements e.g. for rooms, flights etc. are paid in full.

Child reductions apply to the basic price and do not include supplements such as room or flight supplements. Room discounts do not apply when children enjoy reduced price places and these reductions do not apply to rooms in which children are already enjoying half price places.

Reductions cannot be combined with any other offer or discount. Children enjoying half price places or reduced prices count as half a person in the calculation of free places (for groups for example). Child free places or half price places are limited to one per family.

Child discounts do not apply to late availability prices. Family room discounts or children’s discounts do not apply to self-catering accommodation, hotels, short break holidays or late availability holidays.

Please also note that children do not count towards occupancy when hiring a car.


CHILDREN’S AGES
The child’s age on the date of return must not exceed that stated when booking. Infants under 2 years travelling free or paying the flight ticketing charge of £79 in Europe or £175 in USA and Canada do not have a seat on flights or transfers unless they are classified as children, in which case the child prices apply.


COTS, HIGHCHAIRS AND HIGH TEA
In Skiworld Chalets and Ski Lodges in Europe, a cot and highchair are provided for infants under 2 years of age paying the £79 ticketing charge.  Cot linen is not provided. In North American resorts, baby equipment rental services are available on request, please ask our Ski Specialists for details.

For European self catering and North American hotels and condominiums, cots and high chairs are available on request upon booking. Charges may be incurred and details of these will be given at time of request. Confirmation of requests will be received up to 48 hours after initial request.

We are pleased to be able to provide high tea for your children in our all of our Chalets and Ski Lodges. Please advise us at the time of booking and check that this has been recorded on your invoice, as this enables us to make the appropriate catering arrangements.

 

CHILDCARE FACILITIES IN RESORT

HOTELS, CONDO’S AND APARTMENTS

HOTEL, CONDO AND APARTMENT BEDROOMS AND BEDS
The number of bedrooms and types of beds in any apartment is detailed on the specific property website and or brochure page. The number of bedrooms is not relative to the amount of beds in the apartment. Bunk beds are common in apartments and condos are also detailed under ‘LAYOUT’ on the specific property pages (French law prohibits the use of the top bunk for children under 6). Where there are two beds in a room, these are more often than not twin beds unless specified otherwise. Double beds are not guaranteed unless stated but can be requested. Confirmation of bed configurations can take up to 48 hours from our suppliers and cannot be requested after booking. Two beds of the maximum occupancy are always accounted for in the communal living area and double up as a sofa. There is a maximum capacity for any hotel room or apartment and it is not possible to exceed this.
North American beds are often a size larger than their UK counterparts. It is not as common to have single beds in North America and therefore a twin is often called a ‘double queen’,

HOTEL, CONDO AND APARTMENT AMENITIES AND FACILITIES
Communal, individual and bookable facilities available in any hotel, condo or apartment are all specified on the specific property info website and or brochure page. If it is not stated, it is not available permanently. The use of some facilities in hotels and apartment complexes, such as swimming pools, saunas and fitness centres, may incur a charge. They may also only be open for limited times of the day. Where we have been informed of this, it is stated in the text but sometimes this will be an in-resort charge from the owners. If in doubt, please check at the time of booking. When staying in hotels or apartments with fitness centres and/or swimming pools/hot tubs, guests are required to provide their own towels and attire, unless specified otherwise in the property information on the property page of the website or brochure. In many instances, particularly in France, swimming hats for women and swimming trunks for men are required. There may also be restrictions on children using the facilities. Please ask for more details when booking. We cannot guarantee that the fitness centres provide the same type or range of equipment as a gym in the UK. For more information call one of our Skiworld ski specialists.
Baths and showers in both Europe and North America may not be full size or have a curtain. Toiletries and soap is not always provided in French apartments but usually are in North America. Hair dryers are also not always provided in hotels, apartments and condos, where they are available it is stated in the property information of the brochure or website page.
Each North American condo and French apartment offers cooking facilities. In North America full kitchens are normally supplied in 1 bed suites and condo’s upwards. This includes 4 rings, a full size fridge freezer, microwave, oven and dishwasher as well as all crockery, cutlery, pots, pans and utensils required.
European apartment usually provide small kitchenettes (unless otherwise stated) including: a fridge, sink, 2 ring hob, microwave or small grill, dishwasher, crockery, cutlery, pots, pans and utensils. Kettles and toasters are rare. So too are mugs larger than an espresso cup.  Some superior and Signature properties offer larger kitchenettes or full kitchens as well as coffee machines. Please check specific property pages for info.
TV’s are not a standard in all hotels, condos and apartments although they are present in many. Please see the specific property page for details. If it is not stated, it will not have a TV. It is not guaranteed that the TV will be of familiar standards and if in a non-English speaking country, there may not be a lot of English speaking channels/programs available. Some accommodations may keep TV remotes at reception and require a deposit to release them to turn on them TV. Deposits are refundable when the remote is returned. DVD players and radios are not guaranteed when there is a TV.

HOTEL, CONDO AND APARTMENT CONSUMABLES
Hotels usually provide toiletries and sometimes coffee and tea making facilities and or a minibar (please check with a Skiworld ski specialist for details). North American condo’s usually provide loo paper, some cleaning up products and a cloth.
French apartments do not provide anything consumable: washing up liquid, loo paper, tea and coffee, salt and pepper, dishwasher tablets, bathroom toiletries, soap or cleaning cloths. This is to be provided by the guests.

HOTEL, CONDO AND APARTMENT ALLOCATION
If you are booking more than one room, apartment or condo within the same hotel/apartment block, we cannot guarantee their location in relation to each other, at time of booking. We also cannot confirm room numbers; these are not usually available until the 48 hours before arrival. If you require a specific room or apartment number or location, we will of course request it with the hotel / apartment block on your behalf, but these cannot be guaranteed at the time of booking.

COTS AND HIGH CHAIRS
If cots and high chairs are required, they MUST be requested at the time of booking. Amenities will be provided by the hotel/apartment/condominium and thus a fee may apply in some instances. We therefore cannot guarantee that any facilities provided will meet British safety standards.

WELCOME STARTER PACKS
As a service to our customers we offer the option of pre-booking starter packs of basic essentials for your stay in your apartment in selected resorts in Europe. These offer the convenience of not having to shop as soon as you arrive or to have to carry some heavy items in your luggage. We cannot guarantee that these packs are cheaper than if purchased in resort and we reserve the right to amend prices if they rise but you will be advised of the correct prices at the time of booking. These are only available when pre-booked. Your pack will be delivered on the day of your arrival.

Due to operational reasons starter packs are not available in Switzerland or Austria. Enhanced starter packs are available in Tignes, Val d’isère, Les Arcs, La Plagne and Meribel only. For details of what is included in a basic and enhanced starter pack please see our website: http://www.skiworld.co.uk/ski-apartments/apartments-starter-packs
 

ACCOMMODATION ONLY
On certain dates and departures we are able to offer accommodation only holidays. Please call our Ski Specialists team for up to date information.

OTHER GUESTS
On peak weeks, accommodation is likely to be busier and self-catering accommodation is popular with large groups of skiers. We do not and cannot provide details of other guests staying in certain accommodation on certain weeks. We have no control over the behaviour of other guests but should any behaviour become disruptive, Skiworld reps will assist, where possible.
 

ARRIVAL AND CHECK-IN

Keys
It is normal to acquire only 2 sets of keys for any hotel room, condo or apartment throughout your stay, however many people are occupying it. If you get locked out, spare keys to let you in are available from reception – only during opening times.

Deposit
A cash or card deposit is required on arrival per apartment/condo/hotel room in exchange for the key to cover incidentals throughout your stay. This can be around €/$70 per bed i.e. for a 4 man apartment it could cost €280. In some cases, cash is preferred as it can take a few working days to refund money back on to a card.
French apartments will often provide an inventory list which must be completed and returned to reception immediately upon arrival in the apartment. You are asked to detail any defects to the inventory where any anomalies at the end of your stay will be flagged and charged to the deposit you paid on check-in. The deposit also covers any charges for required cleaning, damaged linen and or towels at the end of your stay.

Luggage Storage
Some hotels and apartments are able to provide luggage storage on arrival or departure. Where we have been informed that this is provided, it has been stated in the text on the specific property page. If it is not stated, there is no permanent facility available. Luggage storage can incur charges and they are usually shared with other guests. Skiworld do not oversee any luggage storage facilities and cannot guarantee that such facilities are locked, secure or tended to by a member of the hotel or apartment staff.

Reception Opening Hours
Hotels and apartments may not offer 24hr reception services. On arrival, please make yourself aware of the reception opening times per day as they can vary in different accommodations and on different days. Receptions are not always in the same building as your lodging so please be aware of your designated reception desk.
 

SECURITY
Not all hotels and apartment will provide security staff. Many hotels and apartments will have security codes on external doors and some may lock their doors over certain periods of the day for security reasons.
At busy/peaks times of the season, some accommodations will employ security staff to patrol the accommodation for the well-being of all guests. This is not guaranteed at any time during the season.
If you are delayed en route to your accommodation, please check with the hotel, apartment or Skiworld representative to ensure you can get in to your accommodation.
 

SMOKING
Many properties operate a non-smoking policy on their property which can include external as well as internal areas. Some properties will charge a hefty fee for smoking in rooms, apartments or on their premises. For specific information on this, please ask at the time of booking.
 

FULL AND HALF BOARD ARRANGEMENTS
If you have arranged board on your holiday, meals usually start with dinner on the day of arrival and finish with breakfast on your day of departure – this may be a packed breakfast if your departure is early. Similarly, if your arrival is late (please notify us in advance) you may be provided with a cold platter on the day of arrival.

A table d’hôtel menu is usually provided for those who have booked meal arrangements in advance with limited or no choice of menu. Please note that sometimes hotels may allocate tables on a shared basis. An a la Carte menu is available at some hotels at a supplement payable to the hotel locally.
If you have not purchased or specified to have meals at any point throughout your stay, you will not receive any booked meals as part of your holiday with Skiworld.

Please note that vegetarianism and dietary requirements are still not widespread in Europe and some hotels may only be able to offer a very limited choice. Some hotels may also charge a supplement for specific dietary requests. It is essential that you notify us at the time of booking of any special dietary needs so that we can advise you and that this request is noted on your invoice.

CHRISTMAS AND NEW YEAR
During the Christmas and New Year period a minimum stay may be imposed and meals in hotels may carry a supplement due to special celebrations. Please note that formal dress is often expected at these occasions. Please ask at time of booking for specific details.

Bars in hotels may not be open after 11.00pm and children may not be allowed into hotel bars, particularly in North America.

PARKING
Parking facilities, availability and charges differ across all accommodations. Some may require booking and pre-paying before travel. Please check parking availability and charges at time of booking.

LINEN AND BEDDING
In North American condominiums and hotels bed linen and towels are included. All free-standing beds will be made up for your arrival and all temporary beds such as sofa beds  or pull-down beds will be left as their primary function i.e. a sofa. On request when booking, these can also be made up on arrival. There is no standard of bedding provided in North American hotels and condominiums but where we it has been specified by the hotel it is detailed in the property info. Please make your ski specialist aware of any requests on booking.
In most French apartments, one set of bed linen is provided per bed in an apartment. Bed linen packs consist of; 1 mattress flat sheet, 1 pillow case and 1 sheet for the duvet or blanket. Beds are NOT made up for the guests on arrival except where specified on the property information pages in the brochure and on the website. Bed linen is rented to the guest for the duration of their stay and extra sets are not always available to rent once in resort, so if you require extra linen please request it upon booking. Extra linen incurs a fee of around €20 per set. Damage or failure to return linen will incur charges on departure.
Where there are duvets instead of blankets, it is specified on the specific property page. 1 blanket and 1 pillow is provided per bed in an apartment. As guests are required to make their own beds on arrival, bedding can usually be found stored in apartment cupboards.

TOWELS
Bath and swimming and dish towels are not always provided by the residence and are also not always available to buy or rent in resort.. Where towels are available, we have included information about it in the text; otherwise please assume that you will need to take a towel with you for each purpose if required.

HOUSEKEEPING AND END OF STAY CLEANING
In North America, cleaning of your hotel room or condo at the end of your stay is included. In some cases, cleaning during your stay is not included. Please ask a ski specialist for details or specific requests on booking.
In European Apartments, housekeeping throughout your stay is not normally included in unless specified on the specific property website and or brochure page. Cleaning of the apartment at the end of your stay is also not normally included. Some Superior and Signature European apartments do include a cleaning service and where applicable will be indicated in the property information on the website or in the brochure. Guests without cleaning services included are expected to clean the apartments themselves at the end of their stay, leaving it as it was found; removing all consumable products and putting everything back where it was stored on arrival. A vacuum cleaner is provided in the apartment, cleaning products and cloths are not usually (Reception and local supermarkets often sell cleaning products or packs). Charges will be deducted from your check-in deposit for lack of cleaning, not leaving the apartment as it was found. Please read the below information on rubbish also.
In some apartments, midweek and end of stay cleaning is available to purchase from reception. Please ask a ski specialist for details.

RUBBISH AND WASTE
In North America, waste bags will be provided and waste will be disposed of from hotel rooms and condos by housekeeping. With Condo’s that are not serviced, guests may be requested to discard of it themselves.
In French apartments, guests are required to remove their own rubbish from their apartments throughout and at the end of their stay to dispose of them in the relevant bins, often external to the apartment block. If rubbish bags are left outside apartments in public areas, guests can be charged for their removal by the apartment reception/management. There are usually signs to show where the bins are but if unsure, please ask reception for directions and details.
Please be aware that there may be regional or local requirements for waste disposal, details of which will be given at check-in and or in the hotel room/condo.

NOISE
Noise should be kept to a minimum throughout your stay. Please report other noise cases to reception.
French apartments are strict with noise and adhere to the national Noise Law stating that there is to be no noise that can affect others past 10pm. Those who do not abide by this are officially warned and in the most serious cases evicted from their accommodation. Skiworld cannot be responsible for guests that break the law, incur warnings for it and or who get evicted.
 

LIFTS
It is not guaranteed that all of our hotels, condos and apartments offer a lift to every floor. For more details please speak to one of our ski specialists.

DAMAGE, THEFT OR LOSS
In the unfortunate case of something being damaged lost or stolen, all cases should be reported to reception. For insurance claims, guests will be required to head to a local police station to fill out a form to present to their insurance company for any claims. Skiworld cannot be held responsible for the loss or theft of any personal belongings in any hotel, condo or apartment booked with Skiworld.

MAINTENANCE ISSUES
All maintenance issues should be reported to your reception who will deal with attending to the issue. Where possible, it is best to report them in the mornings if they are required to be sorted in the same day. Skiworld are not responsible for the maintenance of any hotel, condo or apartment but will assist where possible to ensure safe and efficient works.

WiFi
WiFi is not guaranteed in hotels, condos or apartments. Where it is provided, it is not always guaranteed throughout the whole building, all WiFi provisions are stated on the specific property info page on the website and or in the brochure. Using the WiFi may incur charges with your hotel/condo or apartment and with your service provider – please check with reception and with your provider for more information.

SKI LOCKER ROOMS
Ski locker rooms are usually provided in most hotels, condos and apartments but are not guaranteed. Please check specific property info pages for details. They are usually communal locker rooms with and can usually be found on the lower floors of the accommodation or in external buildings. In many cases there are restrictions on footwear between your room/apartment and the ski rooms. Please check at reception for location, best access from your room/apartment and any restrictions in place. In some cases, there may be an extra charge for usage. Please note: Ski lockers can be a target for thieves and Skiworld cannot be held responsible for the loss, damage or theft to any equipment left in the lockers throughout your stay. We do not guarantee that the lockers will be safe to lock your equipment in or that the hotels, condos and apartment management oversee or attend to them in anyway.
 

DISABLED ACCESS

DEPARTURE

DEPARTURE: DEPOSIT RETURN
To retrieve deposits at the end of a stay, guests must visit reception when departing to hand over their keys. If they are leaving when reception will not be open, guests must visit reception when it is open before departing to discuss arrangements for their deposit refund and key return,
For French apartments, please be aware that Skiworld departure coaches leave resort early morning before reception opens meaning that cash deposits are not retrievable at this time. Skiworld staff cannot be responsible for retrieving cash deposits from accommodations to send on to guests. Charges will be deducted from deposits by the apartment management in the event of damage to the apartment, linen or towels and or failure to clean the apartment – if required to.
 

Travel

We are able to offer a range of regional flight options and private express transfers to selected resorts in Europe and North America. As these are subject to availability early booking is recommended.

Weather conditions in the mountains can, at extremes, cause road closures and delays are, therefore, not uncommon. Many insurance policies including annual policies that have a ski section do not cover you for costs associated with events such as travel delays or piste closure. It is a condition of booking that you are covered by a comprehensive winter sports insurance policy.

Very rarely force majeure situations (such as bad weather or the forecast thereof) can occur and result in a change or, at the very worst, the termination of your holiday before the due date.  In the unlikely instance that this does occur we regret that we will not be able to refund any portion of your holiday (unless our suppliers do), pay you any compensation or expenses you incur as a result. You may be able to claim through your own insurance, subject to terms. 

In accordance with EU Regulation 2111/2005 we are required to advise you of the actual carrier operating your flight/connecting flight/transfer. We do this by listing carriers to be used (or likely to be used) on our website.

If we need to book transport specifically for your holiday (i.e. we have sold our allocation or you require a tailor-made option), you must provide a credit card authority and agree to pay the full cost before we can request the transport.
 

FLIGHTS – GENERAL

Delays
The vast majority of our departures leave on time, but occasionally delays occur which are beyond our control. We liaise with aircraft operators and our policy is to endeavour to ensure that any delay is as short as possible.

Please be aware that we are often not advised by scheduled airlines of delays to flights either internal or international. For clients travelling in the US or Canada on connecting flights please call our Area Manager (details on your itinerary) to inform them of any revised travel details.

A new Europe-wide law came into force in 2005 relating to denied boarding, delays and cancellations of flights granting new rights to passengers. In certain circumstances passengers have the right to cancel their flight and receive reimbursement of the cost of their flight from their airline. Full details will be publicised at EU airports and will be available from affected airlines.

Please note that reimbursement of the cost of a flight that forms part of your holiday is the responsibility of your holiday airline and will not automatically entitle you to reimbursement of the cost of your holiday from Skiworld or  booking agent. Your right to a refund and/or compensation from Skiworld is set out in clause 6. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount. If your airline does not comply with these rules you should refer your complaint to the Air Transport Users' Council on 020 7240 6061 www.auc.org.uk

Baggage
If the baggage allowance on any flight is exceeded there may be a charge for the excess or it may not be possible to load it on to the flight. The baggage allowance for scheduled, charter and low cost carrier flights is shown on your itinerary. Baggage allowances will not be pooled – each allowance is individual. Please read the appropriate sections below.

Boot bags count towards your overall weight limit on all flights as do skis on some scheduled flights. If you intend on taking skis, it is important to discuss this at the time of booking as these must be booked and paid for on charter flights and no-frills airlines and now on some scheduled flights. Space for skis is limited and on a first come first served basis.

Please note that we have no liability for baggage whilst in the care of the airline. This is the responsibility of the airline and it is important that you check to make sure the terms of your insurance policy cover you adequately.

IMPORTANT: If you are flying to/from Grenoble airport, or on any Monarch flight, helmets and boots are not permitted in your hand luggage.
 

EUROPEAN CHARTER FLIGHTS

European Transport Supplements

Please navigate through the booking process on our website or call the sales team on 08444 930 430 for the most up-to-date information on any flight supplements which may apply to any given holiday.

Pre-Booking Flight Seats Together
Pre-booking your seats means that the airline will pre-allocate your seats so all those in your party who pre-book will be seated together. We cannot guarantee however that you will not be separated by an aisle. Exact seat numbers will be allocated at check-in. All members of your party who wish to be seated together must pre-book this service. Currently this service is only available on our Monarch charter flights. Prices are from £9pp.

Name Changes
If a change of name is requested within 10 weeks of departure or once the itinerary or ticket has been issued (whichever is the earlier) a charge of £50 will apply.  Prior to 10 weeks a £35 charge will apply. If your flight has been booked with a no-frills scheduled carrier such as Easyjet, a further charge may be incurred.

E-Tickets
For all of our European flights you will be issued an itinerary only. E-tickets are arranged with the airline and a boarding pass will be issued at check-in on receipt of your itinerary. Where it is not possible to issue an e-ticket for late bookings, we reserve the right to charge a ticket on departure fee to cover the additional cost.

Baggage Allowance
On our European charter flights, your baggage should not comprise more than 1 suitcase or bag plus 1 boot bag, weighing no more than 20kg in total and 1 piece of hand luggage weighing no more than 5kg. Skis and snowboards may also be carried if booked and paid for in advance. Subject to availability.

Carriage of either skis or snowboards on charter flights
With ever larger numbers of people carrying equipment on flights, charter airlines are finding it increasingly difficult to cope with the extra weight (and therefore fuel) and handling of these oversized items. This has increased the risk of items being offloaded from aircraft.

In line with all other major winter sports operators, we ask that you register your skis/boards with us at the time of booking at a cost of £35 per board or set of skis on our charter flights. If you do not pre-book, there will be a £45 per board or set of skis charge at the airport and we cannot guarantee that your equipment will be accepted. Each plane has a limited amount of space for skis and boards and this is allocated on a first come first served basis. We strongly advise that you book your equipment with us at the earliest opportunity. Ski and Snowboard bags must contain skis and snowboards only and boot bags contain ski or snowboarding boots only (in case of delay or the necessity of offloading this equipment). Please note that snowboard bags count as oversized sporting equipment and must be paid for as board carriage, regardless of whether this is your only item of checked baggage.

Ski/ Board Carriage weight allowance:
Monarch = 12kg
Thomas Cook = 15kg

If you have NOT paid for ski carriage, you are allowed to take a boot bag (on our European Charter flights) but this forms part of your 20kgs standard allowance. Please note that on Monarch flights boot bags are not allowed to be taken as hand luggage into the aircraft cabin and must be checked into the aircraft hold.

Should your skis or board which have been pre-booked fail to travel on your flight, we will arrange for them to be forwarded to your resort at no extra charge. No-frills airlines insist that skis or boards are booked in advance and their charges start at £25 per item each way.

Baggage allowance on European scheduled flights
With carriers such as Easyjet, your pre-paid allowance is 1 item of checked baggage weighing no more than 20kgs plus 1 piece of hand luggage no bigger than 56 x 45 x 25cm including wheels, which must fit comfortably into Easyjet's baggage gauge. Please note that a boot bag is equal to one piece of luggage and must be pre-paid as additional baggage if you want to check it into the hold. Supplements apply for additional bags, weight and for other sporting equipment. These must be booked and paid for in advance.

Carriage of either skis or snowboards on European scheduled flights
Ski and board bags are classed as oversized sporting equipment and must be pre-registered at a cost of £27 per item each way.
 

SCHEDULED NORTH AMERICAN FLIGHTS

Many forms of transport such as scheduled flights require that full names are supplied at the time of booking. They also have restrictions on changing names, dates etc. before and after tickets are issued. Should you request a change we may have to pass on any cost charged by the carrier which may involve repurchasing a new ticket at a higher cost. It is therefore important that names are supplied to us in writing at the time of booking.

If the amendment means we have to send you new tickets, we cannot do this or refund any monies paid (if applicable) unless we have your old tickets and documentation. Where scheduled flights are booked please be aware that there are charges levied by the airlines for re-issuing lost tickets.

ESTA Form

All passengers from the UK entering the USA must complete the Electronic System for Travel Authorisation (ESTA) form. The authorisation is valid for 2 years from the date of travel, and must be completed no later than 72 hours before departure. The form must be completed online and costs $14. You can complete the ESTA form here:

https://esta.cbp.dhs.gov/esta/esta.html

Online Check-In
All of our transatlantic scheduled services offer online check-in via their own websites.  This enables you to bypass the queues at the airport, pre-reserve your seats and print your boarding pass ready to go.  Once at the airport you can drop your bags to be tagged and proceed straight to security.  To check-in online you will need your airline locator reference number, which will be on your itinerary and names of the passengers flying.  Online check-in generally opens 24 hours before departure and closes 2 hours before. We highly recommend that you check-in online in order to confirm the details of your flights such as departure terminal and scheduled times.

British Airways Advanced Passenger Information
All British Airways clients are required to enter advance passenger information for travel to the United States. Please go to BA.com and click on ‘manage my booking’. Enter you BA locator (see you itinerary) and the surname of the lead passenger and go to the section marked ‘Advance Passenger Information’

Please note that all flight times are provisional until you receive your tickets or itinerary. The carriers may have changed flight times since you made your holiday booking. Please check your documents as soon as you receive them, in particular that passengers titles, initials and names are correct. Please inform the office immediately if you find an error.

If flight schedules should change after your documents are issued a new itinerary will be sent. The ticket will remain valid and will be updated by the check-in staff at the airport.

Please note: most tickets are non-changeable and non-refundable. If you cancel or amend your booking once tickets are issued, the appropriate amendment fee or cancellation fee will apply.

In some instances you can change the return date on your ticket whilst on holiday. Please check if this is possible with our London office prior to the departure. However, if your ticket has already been issued, this must be done after departure at the local airline/office. Some airlines allow a date change on the return leg for a fee paid directly to the airline in the US or Canada. Date changes to the outbound flight will be treated as a cancellation.

Hand Luggage
We strongly urge all customers to restrict hand luggage to an absolute minimum required to complete their journey. For the latest advice regarding hand baggage restrictions, please visit www.direct.gov.uk. All other items should be safely stowed in luggage and checked-in for carriage in the aircraft hold.

In following this advice, handling staff may ask you to check-in items of hand baggage and we would therefore ask you to remove essential items so this can be done with minimum inconvenience. We would also advise that you allow extra time than usual for check-in in case of any unforeseen delays due to security measures.

Checked Luggage Allowances

British Airways

1 piece of checked luggage per person weighing no more than 23kgs and not exceeding 90cm x 75cm x 43cm, including the handle, pockets and wheels. Additional allowance and ski carriage can be purchased from £34 each-way via the ‘Manage my Booking’ section of the BA.COM website.

United Airlines

1 piece of checked luggage per person weighing no more than 23kgs and not exceeding 62” (width + height + length). Additional allowance and ski carriage can be purchased from $100 each-way during the online check-in process.

US Airways

1 piece of checked luggage per person weighing no more than 23kgs and not exceeding 62” (width + height + length). Additional allowance and ski carriage can be purchased from $100 each-way during the online check-in process.

American Airlines

1 piece of checked luggage per person weighing no more than 23kgs and not exceeding 62” (width + height + length). Additional allowance and ski carriage can be purchased from $60 each-way during the online check-in process.

Air Canada

1 piece of checked luggage per person weighing no more than 23kgs and not exceeding 62” (width + height + length). Ski carriage must be registered at the time of booking (we can do this for you but this must be paid for at the time of online check in - C$100 each-way).

If you take more than the allowance stated, the airline may charge you an excess luggage charge. Skis, boots and other sports equipment will be carried in the hold along with children’s pushchairs.

CHECKING IN AND BOARDING

Security
Following the tragic events on 11th of September 2001, the British government has required all UK airlines and airports to operate in accordance with the highest possible security requirements.  All our flights will operate under the heightened procedures and passengers are urged to take the following action in order to minimise the effect such measures will have on the normal operations of services. Non-observance of this advice will increase risk of these procedures causing boarding and flight delays, and therefore unnecessary inconvenience to customers.  Security controls at UK airports for transatlantic flights can be time consuming, particularly at peak times. Passengers should check in at least 2 and a half hours prior to departure.

The travel services we use are non transferable so you should make sure you have ample time to get to the airport for your journey. Please remember to leave time for traffic delays and parking or reaching the terminal from the rail station. Your itinerary will advise which terminal your flight departs from.  Should you miss the outbound flight, you are responsible for making your own way to your destination and onward to your booked accommodation. If this happens, please notify your airport representative in the USA or our London office immediately as our staff will be expecting you at your original arrival time. Most airlines will cancel all onward and return flights if the outbound flight is not flown.

Flight Reconfirmation
Your outbound flight (and any onward same day connecting service) is automatically reconfirmed for you. Although most airlines now have a policy that states that reconfirmation of return flights is no longer necessary, we recommend that you call and check if there have been any schedule changes to your service. Skiworld cannot be held responsible for any missed departures on a return journey due to flight schedule changes when clients are on a self-drive holiday.

Transfers
Your itinerary will give full details of your transfer arrangements. Due to the flexible nature of holidays to North America with multiple arrival days we cannot always have a Resort Representative or Manager at the airport for your arrival. Some transfers are organised from resort with local scheduled taxi and private coach companies who will have been given your flight arrival details. They will be expecting you. Although scheduled airlines have guaranteed departure and arrival slots, delays can occur due to bad weather conditions or technical faults. In the case of substantial delays, most airlines will make provision for your wellbeing.  In all instances, airline staff on the ground are best places to address any problems and they therefore should be your first point of call. If you need advice or assistance please call our overseas office (details on your itinerary and page 8).

In the event of a delay to any leg of your journey to North America, if you are able to call your resort or airport representative from your connecting airport to advise us, we will be able to re-arrange your transfer to match your revised arrival time in North America and therefore keep your waiting to an absolute minimum.

Smoking
All scheduled airlines now operate a no smoking policy on flights. There is also a no smoking policy on all our transfers for the maximum comfort of our guests.

Pregnancy
Airlines have different regulations regarding travellers in the advanced stages of pregnancy and may refuse to carry passengers who will be more than 28 weeks pregnant on their return journey. A general guideline is to carry a doctor’s note signed within 7 days before your departure confirming that you are fit to travel.

Airport Terminals

Your itinerary will show which terminal your flight departs from. However, please ensure you double check that this has not changed by checking-in online prior to departure.

Connections
For flights to the US and Canada the connection times are booked in accordance with the airline’s recommended connection time depending on the airport through which you are transiting and the arrival and departure terminals. You must clear security at your first point of call in the US or Canada from the UK.

If you are concerned that the time recommended by the airline is not adequate, please inform us at the time of booking to enable us to search for longer stopover times – particularly if you are less mobile. In certain cases, when flight availability is limited, we may only be able to offer the minimum recommended connection time.

If you miss your flight for any reason such as a delayed flight or increased security, the airline is responsible for arranging your onward travel to your final destination.

Baggage Allowance
The standard checked baggage allowance for transatlantic flights to North America is 1 piece weighing no more than 23kgs and no more than 62” in total dimension (height + weight + width). Please note that a ski bag or a boot bag is equal to one piece of luggage. Most carriers will allow you to pre-purchase additional allowance or oversized sporting equipment such as skis or board bags. Charges vary by airline, please call for details or visit the airlines own website.

On all scheduled flights, bags or sports equipment not pre-booked may not be accepted at the airport.
 

CONDITIONS OF CARRIAGE

CHANGES/CANCELLATIONS

TRAVEL ONLY

PERSONAL PROPERTY

TRAIN SERVICES

TRANSFERS

CAR HIRE

Your Licence
You must be over 21 years of age to drive a hire car in North America. Drivers under 25 years of age will be charged a supplement locally. For driving in Canada or the States you do not need an International Driving Permit (IDP), as a full British Licence is accepted.

Driving
Familiarise yourself with the route and any unusual elements of their highway code, e.g. right turns on a red light. All Alamo cars are automatic unless otherwise specified. Alamo offers a 24-hour roadside assistance on all of their rentals. Make sure you have been provided with all the relevant contact numbers and information from them before starting your journey.

Please find driving directions and car hire vouchers enclosed with your travel documents. All car size upgrades and insurance packages must be pre-booked with Skiworld to secure the best rates.  You will be required to leave a credit card imprint as a deposit when you collect your vehicle.

MAKING YOUR OWN TRAVEL ARRANGEMENTS