Activity General Information
Your Financial Protection
Alpine Elements Ltd is a licensed ATOL holder and ABTA member. ATOL –6435 | ABTA –Y3374. If you book a package holiday without flights, it is protected by our ABTA bond.
When you buy an ATOL-protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.
We, or the suppliers identified on your ATOL Certificate, will provide you with the Services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
Remaining Balance Payments - With your holiday invoice you will be sent a link to our Client Area where you can pay your balance online via our secure server. We accept all major debit and credit cards.
Activities Information
Free Active Packs
Most of our holidays come with a free standard Active Pack for your week away. Activities included within each Active Pack will vary by resort, please refer to individual resort pages for what each resort includes. Our free Active Packs are only available for our weekly guests, staying in Alpine Elements Hotels and Chalets and must be booked on arrival in resort.
Limited activities are available 9th June, 16th June, 25th August, 1st September, 8th September, 15th September, 22nd September.
To receive your free Active Pack in resort you must book one for each person via the Booking form and Disclaimer that you will be given in resort on arrival. We regret that we cannot supply any Active Packs unless this form is completed and our Terms & Conditions agreed prior to departure. Our Active Packs are complimentary packages of activities which we offer for no extra charge, and all activities with the exception of Bike Hire are run by 3rd Party suppliers for whom we act as agents. The activities included in Active packs or Multipasses will not form part of your package holiday contract with us.
Active Packs are not offered with the self-catered chalets.
Terms for Activities Provided Within Active Packs or Sold Separately on Arrival.
All activities and excursions sold in the resort or included within our Free Active Packs, such as but not limited to, White Water Rafting, Canyoning, Climbing (etc) are run by third-party suppliers for whom Alpine Elements act as Agents. Their Terms and Conditions will apply. As such, these activities will not form part of your package holiday contract with us. We advise that you request a copy of the supplier’s Terms and Conditions on arrival from your host or hotel reception if you wish to clarify the legal terms applicable to the contract governing the excursion.
Multi Activity Passes (Contained within Active Packs)
The Magic Pass pass, Sportignes pass or Summer Gift pass, (Cadeaux Ete), are provided by the Morzine-Les Gets, Tignes and Val d’Isere Tourist Offices respectively, and their terms and conditions will apply. As such, these activities will not form part of your package holiday contract with us. Alpine Elements merely act as agents and will collect these passes from the Tourist Offices and deliver them to you, for your convenience.
Our clients must understand that there are risks involved with the activities contained in our programme, and on these Multi Activity passes. We advise that you request a copy of the supplier’s Terms and Conditions on arrival from your Active Rep or hotel reception if you wish to clarify the legal terms applicable to the contract governing the Multi-Activity pass.
Booking Additional Activities
All additional activities, (not contained within our Active Packs), must be booked and paid for in resort with our Activity Reps who will give recommendations whilst helping you plan your week. The availability of activities is generally excellent and guests can almost always take part in their chosen activity. Some activities take place on set days and if an activity is ever cancelled, you will be offered an alternative activity of similar value or a refund in resort.
Hazardous Sports
You accept and understand that mountain biking and other mountain sports and water sports such as (but not limited to) White Water Rafting, Canyoning, Climbing and Mountain biking (etc) are hazardous activities. You accept the risks for death and injury and it is your responsibility to ensure that you have the required level of insurance cover, fitness and skill to participate in such activities. If you are travelling with children, they remain your responsibility, and the onus is on you to decide whether they are able to take part in the activities with or without parental supervision. You will exercise due care and attention at all times.
Our Responsibilities
We have maintained all our Equipment and hire bikes loaned to you, to at least the manufacturer’s recommended standard. We assure you that the Equipment and hire bikes, (contained within Active Packs or sold separately), are suitable for their designated use at the start of the complimentary loan period. You must inform us of any damages as they occur so that we can return the Equipment and/or hire bike to its recommended standard for you to continue to use. We are responsible if someone is injured or dies as a result of our negligence.
Your Responsibility
It is your responsibility to ensure that any Equipment or hire bikes loaned or sold to you are suitable and sufficient for your purposes and in good condition and working order to the best of your knowledge, and to report any concerns you have about any malfunction or fault immediately to our staff. This includes sundry items such as (but not limited to) helmets, pads and armour.
It is your responsibility to read, understand and abide by our ‘Bikers Code’ and the conditions set within our ‘Mountain bike and Equipment Handover Form’, with particular attention drawn to the Allowable Use of bikes. You will indemnify Alpine Elements against all claims, liabilities, loss, damage, expense, interest and costs, whether direct or indirect that Alpine Elements may suffer as a result of you causing injury, loss or damage. This Form and the Bikers Code booklet will be handed to you on handover of any Equipment or hire bikes. If you require a copy please speak to reception or one of our Active Reps.
Insurance Cover
It is also your responsibility to ensure you have adequate Insurance Cover for the various activities included within our Active Packs or referred to in this disclaimer and for any other Additional Activities you may choose to take part in.
Holiday Information
Groups
- In return for giving group discounts, we ask that one group leader is selected for coordinating the group and they are the only point of contact with us.
- All group questions must be directed through the group leader and all payments must be made via the group leader. This reduces any misconception or uncertainty. Group leaders must gather cheques or credit card details together from their party members and send to Alpine Elements in one envelope. Or make online payments via our secure Client Area.
- Group leaders are responsible for imparting all knowledge of the holiday and booking onto their group, and we ask Leaders to use our Client Area to assist with passing this information onto their party. Alpine Elements cannot be held responsible for group misconceptions later down the line.
- Free places apply only to the basic holiday price and not for regional airport departures, accommodation supplements or extras.
- The party size is determined by the number of full fare paying passengers.
- The group must book the same departure date and holiday type, although mixed accommodation may be used if the property is not able to take the whole group.
- All passengers’ names (as on passports) must be supplied at time of booking.
- Cancellation of group members or name changes must come through Group Leader and may result in added costs.
- Groups must book at the same time, holiday additions may be charged a supplement.
- Group reductions are available for select chalets and dates.
- Group discounts are subject to availability and may be withdrawn at any time.
- Group discounts must be registered at time of booking.
Young Travellers
Over 16’s will be allowed to holiday with us unaccompanied. We receive many young people to our chalets and hotels, and they will most likely find others of a similar age with whom to bond. The all-inclusive nature of our holidays often gives parents the peace of mind that their children do not have to fend entirely for themselves. Under 16’s must always be accompanied by a parent or legal guardian.
Cancellations
Please remember that if a member of your group cancels, you may incur an empty bed charge, group free places may be affected and the change will carry a cancellation charge (see Cancellations and Amendments by You). Having a standby list of people to come on your holiday is often the best solution. If you find a substitute they naturally take on the holiday cost of the person they are replacing.
There may be an amendment fee for a name change or even a 100% cancellation charge for scheduled flight services. If you take advantage of our low deposit, you will be liable for the remainder of the deposit up to £150p/p or the 30% as per our cancellation terms & conditions. Please check with our Cancellation Specialists, you can always email admin@alpineelements.co.uk for relevant charges applicable to your group.
Accommodation
Catering
We offer a cooked and continental breakfast which will typically consist of bacon, eggs, sausage, tomatoes, mushrooms, breakfast cereals, croissants, fruit, fruit juice, fresh bread, jam and of course unlimited tea and coffee. Afternoon tea consists of cakes or biscuits and will be laid out on a self-serve basis with tea and coffee also available. Each evening (except staff days off) you will be served a 3-course menu of home-cooked food with local wine included (for chalets).
We do not attempt to create flamboyant Cordon Bleu menus! Instead, we concentrate on wholesome, hearty, great tasting - nutritious dishes with lots of carbohydrates to take the edge off those active appetites! This is the same for our Two, Three and Four Diamond chalets. Wine is not unlimited in supply (we are not an 18-30’s establishment!). However, it is supplied liberally with meal times. Wine is not included with our hotels or chalet-hotels as these have licensed bars.
Premium Plus Catering
Our Premium Plus programme offers an enhanced cooked and continental breakfast. Afternoon tea consists of freshly baked cakes and will be laid out on a self-serve basis with tea and coffee. Each evening (except staff day off) you will be served pre-dinner drinks and canapés followed by a 4-course Premium Plus menu: Starter, Main, Dessert and Cheeseboard. After dinner coffee and specially selected red and white wines are served with chalets. Wine and drinks excludes hotels with licenced bars. Please note Premium Plus catering is not applicable during the summer seasons.
Arrival night and Staff Day Off
The meal on arrival night for both our Original and Premium programmes may be a haphazard affair served around the convenience of the majority of arrivals, and a full 3 or 4 courses may not be available. For one day a week, (staff day off), a continental breakfast and afternoon cakes and tea will be laid out for guests on a self-serve basis. Dinner is not provided, leaving you free to explore the local restaurants.
Diet
Vegetarian and other special diets can be accommodated so long as group leaders give our reservation staff advance notice by email (at least 14 days prior to departure) on admin@alpineelements.co.uk. Due to the fact that ingredients are not always clearly evident on labels, particularly when taking into account translation problems, we cannot guarantee avoiding specified ingredients. Due to constraints in local supply, milk is often UHT.
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.
Chalet Diamond Ratings
Please note that our 2, 3, 4 and 5 Diamond classifications are Alpine Elements ratings for our properties only, and are not any indication of the level of service or catering within. All 2-3 Diamond properties operate the same standard service and catering which is our Original programme. Only chalets marked “Premium Plus” offer our Premium menu and service. Our rating system is not to be compared with that of other companies or an “industry standard” if indeed one exists. For some of our chalets, the 3 or 4 Diamond classification is given only for the facilities (e.g. sauna/pool) rather than the actual quality of accommodation.
2 to 2.5 Diamond: - A simple no-frills chalet or hotel offering excellent value for money. Similar as you might expect of a 1-2 star basic hotel.
3 to 3.5 Diamond: - More comfortable properties with more bathrooms per bedroom. Other benefits such as ski to door, sauna, hot tub may also feature. 3 Diamond chalets would be much like a 2-3 star hotel and indeed most people’s perception of a standard quality ski chalet. Some, but not all, may operate our Premium Service.
4 Diamond and up: - Increased level of comfort and premium quality chalets with more bathrooms (mostly en-suite) and extra benefits such as ski to door, sauna, hot-tub. Our 4 Diamond chalets may be akin to a 3-4 star hotel. Where applicable these will operate our Premium Plus Service.
Premium Plus For 4-5 Diamond Chalets: - An enhanced menu and level of service will accompany a superior chalet or hotel. Many have ski to door locations and hot tub, sauna, steam room or Wellness suite, pool access.
Premium Apartments / Hotels
Our Premium apartments and hotels do not offer our premium catering or service package. They have been awarded this label for the quality of accommodation or level of facilities.
Chalets
A chalet holiday is 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 of our chalets 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.
Rooms
The size, décor, soundproofing and furnishing of a bedroom can differ markedly, even within the same property. There can also be considerable difference in floor space, head clearance, clothes storage facilities and types and sizes of bed. We make every effort to detail any disadvantages in our Chalet Special Notes section. We recommend that if you have any particular room requirements, they are expressed to us in the Special Requests section of our booking form or in writing.
Some rooms may have an unused kitchenette (for self-catering) and we may have disconnected the fittings. Some beds may be put up, pull out, or sofa beds. Again you must advise us in writing if any of these are unacceptable. Cabin bedrooms often feature in our self-catered apartments and some chalets and will often mean that they are small internal rooms with no natural light. Rooms with eaves or sloping ceiling: We notify you of these in room descriptions as whilst characterful, these rooms often have reduced headroom and skylight windows.
Room Numbers
To help with your choice we have detailed the room breakdown for each and every one of our properties. We also provide room numbers or names, 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.
Adding Extra Beds
Extra beds can be added to a chalet at your request for a full chalet booking, and for select chalets only. You will be asked to sign and agree to a waiver because we do not generally recommend adding beds to chalets as they will inevitably put pressure on the overall chalet space and comfort as well as chalet domestics: furniture, electrical supply, heating and plumbing.
Empty Beds / Sole Occupancy of a Chalet
Each room in each chalet sleeps a minimum number of people. If you would like to book the whole chalet for your group’s exclusive use, or a room for yourself and you do not have the minimum number, you can choose to pay for any empty beds to ensure you have sole occupancy of the room/chalet. Any rooms below the minimum number (see individual chalet descriptions) that are unoccupied and not paid for by you will be sold to other skiers. Please check your invoice and the property description if in doubt.
Please remember that if a member of your group cancels and leaves a bed unoccupied, an empty bed charge applies (in addition to cancellation charges and a possible reduction of group free places/discounts).
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 All Inclusive deals or similar offers and promotions.
Mountain Locations of Chalets
Access to many of our chalets may be up a hill, up a steep path or steps, and this is especially the case for properties located close to the slopes. Our coaches cannot always get to the front doors of some chalets and hotels, thereby necessitating a short walk (for the final 100 to 200 metres) with luggage.
Self-catered Apartments
These provide excellent value for money, especially if 4 people are willing to share a one bedroom apartment and use the sofa beds in the lounge. Check-in is usually after 3 pm and check out usually at 10 am. Self-catered apartments and hotels are run by 3rd party suppliers. We would like to make clear that there may be variations to accommodation type and description, and differences in service level to be expected.
Guests are responsible for their own cleaning and taking out rubbish. Guests may incur cleaning charges for dirty apartments with rubbish left in them. A deposit may be asked for on arrival. Linen will be provided but beds not made. Basic crockery and pots, pans, kitchen equipment will be provided with the apartment and will vary from one property to another. They may be mismatching, inadequate or not to your usual standards. For example, do not expect full-size mugs, kettles, microwaves, wine glasses, toasters. Just basic cooking equipment will be available.
Slippers
We strongly recommend that you bring slippers or indoor shoes for chalets and chalet/hotels because all properties operate a “no shoes” policy in the interests of keeping our chalets cleaner and more comfortable for all guests!
Single Persons
Unlike most Operators – we offer singles the chance to share a bedroom with another guest that we source, and for no empty bed charge. These are limited to our larger chalets and chalet-hotels. Sometimes we have to charge Single Person Supplements (depending on chalet or date). However, if you do not mind sharing a room with another person, then we will refund 50% of this supplement if we find at least one other person to share with you. This also applies if you find that other person. If we do not find another person to share with you then this charge remains in full.
Chalet Distances
Distances in this brochure are quoted as a guide, and may in practice vary, according to speed of walking, fitness and any indirect routes you choose to take. Please ask your chalet staff for any short-cuts to the slopes or resort facilities. We have used the bench mark of 100 metres taking 1 minute to walk in normal shoes. Clearly, this will vary in accordance with weather conditions, footwear, age and fitness of walker.
En-suite and Bathroom Facilities
En-suite facilities do not always have a WC. They will always include a bath, a mini bath and/or a shower but not necessarily all of these facilities. En-suite shower facilities may not always have a partition wall or door, but may just consist of a shower cubicle within the room or a curtained bathroom/shower area within the room. There also may only be a shower attachment on the bath with no curtain, wall fixture or shower door. Private bathrooms are bathrooms that are private to that room and can be either a bath or a shower, but not necessarily within that room like a true en-suite. They may be located over the corridor or next door.
Ladders & Mezzanines
Some chalets have mezzanine levels with limited headroom and thin mattresses as beds. Access to mezzanines and some rooms are via steep ladders or steps and not always suitable for adults. Many bunk beds do not have guard rails and we ask parents of children to appreciate this when choosing a chalet or bed configuration.
Cleaning
With the constant movement of people in and out of our chalets and hotels it is an uphill task to keep the accommodation, and particularly the floors clean. Public areas and public bathrooms/toilets are cleaned daily (except for the staff day off). Your bedroom will be cleaned regularly but please understand that the service of our chalet hosts is not intended to be that of a hotel. If you are unhappy with the cleanliness then please raise this point with your resort manager or call our French office on +33 (0) 479 00 44 45 and they will react in complete confidence, if you do not feel comfortable speaking with the team in France you can always email customer.care@alpineelements.co.uk.
Our Staff
Many of our resort staff are younger than our adult guests, which is in keeping with the general type of worker this industry attracts. However, our staff are carefully chosen, and put through a rigorous Alpine Elements training programme which includes catering, cleaning, chalet operations, health, safety and food hygiene. For this reason, most chalet and chalet-hotel staff do not have professional catering qualifications.
Staff Day Off
Our hard working staff take two days off per week, and these are the only days we do not provide an evening meal. A Continental breakfast is still provided on a simplified self-serve basis which is left out the evening before.
TV DVD & Satellite TV
Many of our chalets have combined TV DVD players, Hi-fi however our stock of DVD films, music and games is limited and may be non-existent. It’s always a good idea to bring your own. If some of this equipment becomes unserviceable, we cannot guarantee an immediate replacement because spares are not easy to source from ski resorts. Where a Television is advertised or supplied there is no guarantee implied as to how many English speaking channels (if any) will be available. Satellite TV in chalets and chalet-hotels may have a very limited choice of channels and not always English speaking, sometimes only BBC World Service.
Checking Into Your Chalet or Hotel
You may check into your hotel/chalet bedroom on the day of your pre-booked arrival, normally, on arrival in resort or after 3 pm. All bedrooms must be vacated by 09.00am on the day of departure. Hotels or residence and self-catered apartment check-in times can vary, please check with the hotel or with our UK office staff for further information. Please be aware that chalet staff have a big job to do each changeover day which can result in unforeseen logistical problems. The hotel or chalet may be in some disarray during changeover day. Our staff will be cleaning the property and therefore linen and cleaning materials may dominate the public areas.
The property may not be fully cleaned and fit for normal use until after 6 pm, which is when many of our charter flight arrivals come in. We would respectfully ask that all self-travellers and earlier arrivals appreciate this. As your arrival may be late, your first evening meal may be a hot soup and/or cold buffet. For later arrivals staff may not be able to wait up, but they will leave clear instructions.
If you are not arriving via an Alpine Elements transfer then you must inform us of your ETA. Otherwise, we cannot guarantee that we will have your room ready in time.
Chalet Security
Chalets are communal homes. In many cases guests will be issued either with an individual front door card or key or a combination code. However, this cannot be guaranteed due to loss of keys or cards from the previous week's guests. You will be asked for a 10 euro deposit for any keys. Chalets and hotels exclusive to Alpine Elements do not have safes and not all bedroom doors have locks.
It is unusual for chalet entrance doors to be locked during the day. In some residences, parts of the building may be shared by other guests using the same communal entrance. We cannot be held responsible for damage, loss or theft of guest belongings from our properties and buildings and we advise guests to obtain appropriate insurance for their needs. Any theft in resort may require obtaining a Police Report in resort to validate claims.
Bedroom Door Keys
We cannot guarantee that guests will have their own room key or lockable bedroom door. Chalets and chalet-hotels are privately run by Alpine Elements for our guests and are communal homes. As such we do not prioritise lockable bedroom doors. We are unable to accept responsibility for valuables.
Supplements
Our reservation staff may have to charge supplements for standard items or for extra costs that are surplus to the base package price advertised. These supplements may be for regional airport departures, flight and air-fuel supplements, room or chalet supplements and special airport transfer services. In any case, you will be notified of such supplements at the time of booking or as soon as possible.
Staff Live-in
Your chalet may also be home to the chalet staff and they may therefore have to share your chalet facilities.
Smoking
In the interest of fire and safety regulations and for our owners, our chalets and ski lodges are all non-smoking.
Special Requests
Any Special Requests whether mentioned within or surplus to the product described in this brochure, and information that describes our product in a way that is different to, or in addition to the descriptive text in this brochure must be supported in writing by a member of Alpine Elements Reservation Staff. Unless it is supported in writing – we cannot guarantee that request, or indeed the information you have received.
Deposits
In line with hotel industry practices we reserve the right to take credit card deposits or imprints at our larger chalets, chalet-hotels or self-catered properties on check-in, to cover for potential breakages to accommodation or Company equipment, hired or otherwise.
Health and Safety
Your health and safety are of paramount importance and this is why we employ a health and safety officer to monitor hygiene and risk assessment with our catered chalet programme. We provide information on balconies, fire, child safety, gas, electricity, personal safety, road safety, sun care and sauna, hot-tub, and swimming pools. We would ask you to familiarise yourselves with this information on arrival.
Hot Water
Please bear in mind that ski chalets are often privately owned homes and whilst they have reliable supplies of hot water – they are not endless. We ask that guests stagger their bath or shower times and consider other guests in the chalet.
Towels
We provide one towel and standard toiletries (shampoo/soap) for all chalets in our Original Programme. So please bring an extra towel if required. We provide a midweek towel change for our Premium Plus catered chalets only.
Leisure Facilities
Some of our properties feature hot tubs, sauna, swimming pool, DVD TV, Satellite, elevators, boot warmers and log fires as standard chalet equipment. If some of this equipment becomes unserviceable, we cannot guarantee an immediate replacement. Often spares and servicing are not easy to source from in a ski resort. If any of these facilities are important to you please make this known to us at the time of booking and confirm to us in writing.
If we have been informed that these facilities are important to you then we will do our best to make you aware of any changes to these facilities prior to your arrival, but we will not be obliged in such circumstances to either provide the facility or compensate for its absence. If the facility is considered “essential” to your holiday then it must be outlined in the Special Requests section on our booking form or by writing to our UK office. No refund/compensation will otherwise be paid for non-availability of these facilities.
Wi-Fi
Wi-Fi is not guaranteed in hotels, chalets or apartments. Where it is provided, it is not always guaranteed throughout the whole building, all Wi-Fi provisions are stated on the specific property info page on the website and/or in the brochure. Using the Wi-Fi may incur charges with your hotel/chalet or apartment and with your service provider – please check with reception and with your provider for more information.
User Risk
Hot tubs and saunas are intended as a complimentary facility, but risks for the users are involved. Although we disinfect our hot tubs in line with manufacturer recommendations, please be aware that the use of our hot tubs is at your own risk and we ask you to be aware of the dangers of communal facilities with respect to health and hygiene, and more particularly to skin infection. Often a chalet hot tub may be taken out of action for one day a week for cleaning.
If a hot tub breaks down, we always try to have it repaired as quickly as possible. However, as their repair is a specialist task, these technicians are often in high demand. Delays may also occur if parts need to be ordered. We always do our utmost to minimise such delays. Children must be supervised at all times.
Shared Facilities
Some of our properties have access to shared swimming pools and health centres, which have hot tubs and saunas. The facilities may not match guest expectations, and we cannot be held directly responsible for the failure or non-provision of any of these facilities, which includes temperature, cleanliness and opening hours. However, we will do our best to escalate complaints to the residence as they are made aware to our management. Fitness suite facilities will vary and we cannot guarantee the range or type of gym equipment, nor that it will be as extensive as a purpose built gym.
Hotel / Apartment Leisure Facilities
Some hotels and self-catered apartments may require a small local charge for use of the leisure facilities, and times of operation will be in line with the Hoteliers terms.
Damage and Lost Property
Alpine Elements reserves the right to recover the cost of breakages or damage caused by you and your party regardless of whether these are accidental or not. If you have caused any damage you will be invoiced for the cost of replacement or repair and this amount will be payable by the party leader prior to departure. 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. Alpine Elements cannot be held responsible for the loss or theft of any personal belongings in any hotel, chalet or apartment booked with Alpine Elements.
Children
Please advise us of your children’s ages on the booking form or Client Area so that we can prepare for their arrival. If you require a high tea or an earlier meal time for your children, then we ask that you keep to this arrangement throughout the week. Please request this at the time of booking or at least 10 days before departure by using the special requests box on the booking form or shortly after by emailing: admin@alpineelements.co.uk.
Children’s Food
For children aged 11 and under we can serve high tea at around 18.00h, however there will need to be a minimum number of children participating. If you have booked a whole chalet you can all eat together if preferred - please speak to your chalet host on arrival. In the chalets, your hosts can assist you with the preparation of suitable food.
Cots, High Chairs & Baby Equipment
Cots with a mattress and bedding, as well as high chairs can be booked and paid for before departure from the UK so that we can ensure availability. Please note that we cannot guarantee that cots reach British safety standards. The inclusion of a cot may restrict room space and some rooms may not be large enough to contain a cot. Please call our sales staff for help and information.
Travel Information
Children
CAA regulations state that a child of 2 years or older (on the return date of travel) must have its own air seat and will otherwise be denied boarding by the airline. Children under 2 years (on the return date of travel) must sit on a parent’s lap and they are not entitled to a luggage allowance or catering on flights or seats on transfers.
Baggage
Cabin baggage with Easyjet does not have a weight limit, however there are specific dimensions you must adhere to - please visit Easyjet.com to double-check these. If in doubt always check on the airline's website.
Hold baggage for low cost and scheduled flights (e.g. Easyjet) is not automatically included and can be added at time of booking online, via your sales agent or with after sales once your booking has been made. Hold Baggage charges are airline dependent and are non-refundable.
Please note if you do not add hold baggage before you travel you will be charged extra to book them at the Airport.
(If your booking was made before 07/10/2018 you will have 1x15kg hold bag included as standard).
Carriage
In line with all other major winter sports operators, we ask that you register your bikes with us at the time of booking at a cost of £90 return, subject to the airline’s surplus baggage policy and availability. An £8 charge will also have to be met in order to secure your bike on the coach or minibus transfer. This is due to the extra costs involved in handling, and to cover for extras such as racks and trailers if necessary. In the event racks and trailers are not used there will be no refunds.
If you do not pre-book, there may be a higher charge per bike at the airport and we cannot guarantee that your equipment will be accepted. Each plane has a limited amount of space for bikes 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. Please note that bike boxes/bags count as oversized sporting equipment and must be paid for as carriage, regardless of whether this is your only item of checked baggage. The weight limit is generally 32 kilos p/person. This information is given as a guide only, please check directly with the airline for any changes in carriage charges or weight allowances.
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.
Flight Tickets
For all of our charter flights you will be issued an e-ticket, these will be emailed within a week of departure. These are arranged with the airline and a boarding pass will be issued at check-in on receipt of your e-Ticket. Any ad-hoc flights such as Easyjet you will need to check in online, enter your passport details and print your own boarding passes.
Missed Flights
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 ticket 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 our team in France 0033 479 00 4445 immediately as our staff will be expecting you at your original arrival time. Some airlines will cancel all onward and return flights if the outbound flight is not flown.
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.
Sunday to Sunday
For the majority of our programme, we operate a Sunday to Sunday changeover in order to try and avoid the nightmare of airport confusion and transfer day traffic jams always associated with Saturday flying!
Transfers
Our Transfers are included for free with our base “With Flights” holiday package only. Remember that if you book your own flights, then you will need a transfer and ours cost from £30 to £40 p/person each way (£60-80 rtn) depending on resort and subject to availability. Please be aware that there may be a wait at the airport for your allocated transfer to depart (typically between 30 minutes and 2 hours*). The reason for this is because separate inbound and outbound flights which share the same transfer may become disjointed, or for possible delays and/or problems with baggage. Most of our transfers are done by a private 50 seat coach, and the coach will stop at intervals on request, for children and loo stops. It may be necessary for our transfers to be shared by other Tour Operators from time to time.
In the case of extreme weather, or at peak times it may be necessary for your transfer to depart earlier than normally scheduled. You will be informed of this in resort. Please be aware that these transfer times are a guide only and have been calculated under normal driving conditions in a minibus at 100kmph (62.5mph). Factors such as heavy traffic, extra bus stops (for the loo & refreshment), feeder transport and adverse weather conditions may lengthen transfer times. Many of our transfers are subcontracted to third party coach companies and so we cannot guarantee their prompt arrival or any shortfalls in supply.
Private cars or minibuses are also used for transfers and feeder transfers, however sometimes it may be necessary to share a transfer with another Operator, especially with awkward flight times or delays. *The airport wait time may be further lengthened due to unforeseen problems with incoming flights and/or baggage delays.
Baggage – Transfers
We cannot make any guarantees for the safe transit of bikes and luggage, and guests must have suitable insurance in place to cover for any damages potentially caused whilst in transit. You must pre-book your bike carriage for the transfer to and from the resort by calling or emailing the UK office, otherwise we cannot guarantee your bike carriage to resort.
UK Airport Procedure
Please ensure that you check in at least 2 to 2.5 hours prior to departure. Check-in desks are now open 2.5 to 3 hours prior to departure times in busy or peak periods. Remember to allow enough time for parking and any airport shuttles. We do not have a representative at the UK airport however all guests are met in Geneva by our Company representatives on arrival and before being transferred back to resort on a private transfer with all luggage (including bikes). It is our guests’ responsibility to ensure that they make their outbound flight departure from the UK and so we ask you to be at the airport at least 2 hours prior to departure. (3 hours in peak periods). If you fail to check in on time then the airline may refuse to allow you to board the flight. Please inform our French office as soon as possible if you have missed your flights (Tel: 0033 479 00 44 45).
Foreign Airport Procedure
If you arrive at Geneva or Lyon airport and you cannot find one of our reps (who are usually waiting to greet you on arrival) then this may mean the coach is delayed or stuck in traffic. Do not despair, please just wait in the restaurant at the end of the arrival lounge building and our reps will come and find you!
Ad-hoc Flights
For regional departures and holidays sold after all our allocated seats have been used up, it will be necessary for Alpine Elements to buy in flights on an ad-hoc basis, and supplements may have to be charged. We use carriers such as Ryan Air, Easy Jet, Britannia and GB. Our Ad hoc flights are run to coincide with our Charter flights as best we can, so that we can run the same transfer coach for all in and outbound passengers, regardless of carrier.
However, you may have an extended wait at the arrival and departure airport in order to match your transfer. Our ad-hoc flight programme is always engineered as best we can to fit into our charter timings, although in both cases a short waiting time at the foreign airport for a transfer or a flight to depart cannot always be avoided. In such instances we aim for this not to exceed 1 ½ hours, however there can be no guarantees.
Connecting Flights
Please understand that flight times/schedules printed (charter) given at the time of booking (ad-hoc & charter) are not cleared and bookings cannot be accepted conditionally on timings. Guests with inward or outward connections should allow plenty of time in the event of a schedule change or flight delay. We strongly recommend that tickets are purchased on a fully flexible basis to accommodate any unforeseen delays.
Self-Drive
Driving out to resort often has the benefit of an extra day or two in resort as well as increased flexibility over luggage and travel times. For driving, all our resorts are approximately 600 miles from Calais, or an 8 to 9-hour drive with rest stops on the French side. Self-travel prices can be obtained from our website or one of the sales representatives.
Ferry
We can offer a package to include a car and ferry travel for up to 8 passengers. Please speak to one of our sales representatives.
Euro Tunnel
The Channel Tunnel is a popular option with trains departing every 15mins. The simplicity of service can often save up to an hour or more on overall journey time, however it is wise to book in advance because tickets can cost more than the ferry.
Alterations to a Booking
You can make alterations to your proposed itinerary at any time prior to booking. After the booking has been made we will do our best to make alterations, provided that we receive written request from the Group Leader (the person that completed the booking form). If we can make a change then you will be provided with a quote for any additional costs plus our administrative fee of £30 per person per change. This fee is due for all changes, and by way of example (and not by limitation) this will include: name change and incorrect spelling on the booking form, date change, flight change, addition of ski or bike carriage.
The price of your new holiday arrangements will be based on the prices that apply at the time you ask for the change. These prices may not be the same as when you booked the holiday. Please note that some airline tickets cannot be changed and some incur considerable cost. Some accommodation is booked according to the number of people staying. E.g. If one of your group cancels so that fewer people share the accommodation, then the cost for each of the remaining group members may increase.
Brochure / Website Accuracy
The information and prices in this brochure and on our website may have changed by the time you come to book your holiday. Whilst every effort is made to ensure the accuracy of the brochure and prices at time of print regrettably errors can occur, and situations with suppliers can change. You must therefore check all the details of your chosen holiday at the time of booking. During the season we may have to purchase extra flights and services and this may have an effect on the printed brochure price. Such costs will be mentioned to you at the time of booking.
The pictures, maps and chalet room plans within this brochure and on the website are intended as a guide for style and general relevance. Maps are not to scale or completely accurate. Photographs of rooms are intended to give an indication and may vary where furnishings have changed or a partial refurbishment has been completed. Some details of holidays may change after a brochure has been printed, we will display the most up-to-date information on alpineelements.co.uk
Complaints Procedure
We don’t often receive complaints about our service or chalets and hotels, but if you do have an issue, no matter how trivial, we want to know about it immediately! After all it is in all of our interests to resolve any complaints or problems as soon as they arise therefore we have a procedure: You must inform our resort manager or supplier of any complaint out in resort as soon as possible so that we can try to make alternative arrangements. No matter how trivial your issue, please do not wait until your return to the UK, or until later in the holiday before informing us of a problem and filling out a CRF.
As a Member of ABTA (membership number Y3374), we are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.
Procedure
We ask guests to inform their Chalet Host, Resort Rep or Manager as soon as an issue arises. You must then fill out a CRF (Customer Report Form) immediately, which is available from your Chalet Host, and keep your carbon copy as proof that the complaint was raised in good time. After raising the problem to us, guests must allow us 12 hours to find a solution, because not all solutions can be immediate! If our reaction is not acceptable to you then please contact our UK or French Office (details below). If you would like to complain directly to Head Office rather than involving the resort staff then please use the contact details below.
Please be aware of our office opening hours. We will refund any call charges to you on receipt of a bill. If you still feel that any resort complaint was not dealt with to your satisfaction, then you must send an email to customer.care@alpineelements.co.uk or write into our UK office within 28 days of your return otherwise we will not be able to investigate your complaint to the degree and accuracy that we could if the complaint is submitted upon return of your holiday.
Your complaint will be acknowledged and replies will be within 28 days of the date your email is acknowledged by somebody from the Customer Care Team. If we have not been able to complete our investigation after 28 days we will write to you advising you as to our progress. We cannot accept complaints by telephone, as we require a log of all communication made to our company in a written format. This is also because as we did not travel with you your personal experiences are required in order for us to fully understand your grievances. You are still entitled and more than welcome to discuss your complaint with a member of the Customer Care Team but we will ask you to follow the call up in written form.
We regret that we cannot accept liability in respect of any complaints which are not notified entirely in accordance with this procedure. Our resort staff are not authorised to promise a refund in respect of a clients’ claim and no such promises will be accepted by Alpine Elements. UK Office +44 (0) 844 770 4070. French Office +33 (0) 479 00 44 45. Alternatively you can email customer.care@alpineelements.co.uk.