Frequently Asked Questions

What are the cancellation conditions in the event of a COVID-19 situation?

If, for one of the following reasons *, following the decision of an administrative authority, you are unable to honor your reservation, you will be reimbursed in full, excluding € 20 for administrative fees and insurance cost, if subscribed:

•  Lockdown of the resort in which you have booked your stay
• Administrative closure of your booked accommodation
• Ski lifts closure (in winter season only) due to Covid-19

* These measures must apply for the duration of your booked stay and be officially announced after your booking date in order to be eligible for a refund.

In the event of lockdown announced during your stay, we would make a pro rata refund for the actual nights spent in the accommodation with a minimum of 3 nights, the cleaning and linen service will remain applicable.

Does the cancellation insurance offered at the time of booking cover certain cases linked to Covid-19?

Yes, a refund is possible if the insured, his spouse or a family member as well as any person of his household have been diagnosed positive for COVID-19 before the date of the planned trip departure. On presentation of the positive test, a care sheet and proof of home attachment, cancellation insurance will reimburse the rent in proportion of home concerned occupation on the total apartment or chalet occupancy. Thus, reservation will remain effective for the other households.

All other cases are excluded from the guarantee covered by insurance (contact case, quarantine, cancellation linked to a pandemic, etc...) 

It is imperative to take our cancellation insurance on the day of booking to be able to claim it. The law does not allow the addition of insurance after booking.

Is it possible to book short stays?

Depending on the periods and outside school holidays, short stays of at least 3 nights are possible. The 3 nights rate corresponds to 50% of the week rate to which must be added cleaning fees.

I wish to postpone my stay, is this possible?

The legislation in force does not oblige accommodation providers to respond favorably to stay postponement request. All requests will be treated individually and must sent by email.

Is the cleaning fees mandatory? What does it includes?

Due to the current health situation and for consistent quality reason , house cleaning is mandatory. It includes end-of-stay cleaning, rental of linens (sheets, towels, bath mats) as well as beds made upon arrival.

Final cleaning service does not exempt from leaving the rental in a state of  cleanliness. The kitchen must ALWAYS be cleaned by tenants ( fridge emptied). We also ask you to strip off the beds and empty the trashes.

What are the sanitary measures taken when cleaning the apartments?

Our cleaning teams are professionals, you can take possession of your rental without worry:

• Each apartment will be disinfected by applying the recommendations of the health authorities between two rentals
• Reinforced disinfection at the contact areas
• Reinforced ventilation of the apartment
• Provision of disposable draw sheets

For any question, information or incident report during your stay, prefer phone or email.

What to do in case of late arrival?

It is imperative to contact us a few days before your arrival to organize. We will do what is necessary to give you the keys provided that we hold the deposit.

Is a retractation period applicable after my reservation?

Retractation period for distance selling does not apply to tourist services (article L21-20-4 of the Consumer Code). 

Can I add extra options after my reservation confirmation (ski rental, Skipass)?

Yes, log into your customer account and add the requested options up to 15 days before your arrival.