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FAQ’s

January 25, 2020 by vino

FAQ’s Ski chalet holidays

Booking your holiday

Who is my contract with? Paragon Ski chalets or the property owner?

For all ‘accommodation only’ bookings, your contract will be with the owner/supplier/principal of the property. When making your booking we will arrange for you to enter into a contract with the Ski chalet owner/supplier/principal. Your booking with us is subject to agency terms and conditions and the specific booking conditions of the owner you contract with. Property specific terms and conditions for each owner are listed under each relevant property advert/Page. By booking a Ski chalet you agree to those terms and conditions.

How far away is the nearest airport or train station?

Just click on the ‘Location’ tab on the property that’s caught your eye – all the information you need should be there. If in doubt, get in touch with our knowledgeable cteam and they’ll point you in the right direction.

What are the local activities?

If you have a specific interest (Including Skiing, Such off-piste areas, Snowboarding, Heli-Skiing or Spas, Ice skating , Cinema or even Ski-in/Ski-out) you can make sure it’s available in the area surrounding your booking – Just ask us before you book your Ski chalet and we will be happy to give  some tips and suggestions.

Why don’t you give out property addresses?

For security reasons, we don’t publicise the exact address details of any of our properties. What we do show is the nearest village or town so that you can start thinking about travel arrangements and hunting out amazing things to do nearby. Once we’ve confirmed your booking with the owner, we will send you the full street address. But it’s probably best to wait until then before committing to any flight or travel arrangements.

Why is the name different to the property’s real name?

Sometimes, to keep the property’s address private we have to change the name as well. We try to choose names that reflect the property’s history, character, Location and setting so that you can still get a good idea of its style and story. Once we’ve confirmed your booking, we’ll send you the property’s real name and full address.

Q – What is included in the holiday price?

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

  • Lift pass
  • Ski equipment hire
  • Ski lessons
  • Childcare
  • Transfers unless mentioned as included (most likely on extra cost)
  • Insurance 
  • Ski carriage  

And depending on the Ski chalets, some of the following facilities and services are included, we advise you to check on each property page prior to making a booking and if you have any doubts feel free to contact us before you make a booking.

Our classic chalet service includes:

  • Coach transfers to and from resort
  • 7 nights’ accommodation, towels (with mid-week change) and bed linen
  • Daily breakfast, afternoon tea and three course evening meal (6 days) with choice of wine, cheese & coffee
  • Catering provided by dedicated chalet host
  • Canapés on first and last evenings
  • Enhanced menu choice
  • Cooked breakfast & evening meal on 7 days
  • Full bar serving drinks & coffee (local charge)
  • Chef provides choice of menu
  • Canapés on 6 evenings
  • Complimentary beer, wine & cordials
  • 7 days serviced breakfast

Paying for your holiday

Q – What payment methods do you accept?

Payments can be made over the phone using either a credit or debit card, you can reach us on 0208 875 1957. Our office hours are 8.30am – 7.00pm Monday – Friday & 10am – 2pm on Saturdays (winter months only). We close at 5.40pm on Fridays throughout the summer months. We are closed on Sundays.

If you would like to pay via bank transfer you can use the account details below, quoting your booking reference.

  • Account name:
  • Address:
  • Account number:
  • Sort code:
  • BAN:
  • SWIFT BIC:

If you’re making a transfer from a non-UK account please ensure you pay both the beneficiary and payee charges. 

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

Q – Is there a charge for using credit card?

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

Q – What deposit is needed to secure the holiday?

If you would like to book we require a non-refundable deposit of 50% of the holiday cost. If you book a nanny and/or ski school, private ski lessons in advance depending on the destination you require to pay in advance a deposit.

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

Please see our terms and conditions

Amending your holiday

Q – Can I make changes to the booking?

Please see our terms and conditions (hyperlink needed)

Canceling your holiday

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

Cancellations must be notified to us in writing by the Party Leader and will only be effective when we receive the written notice of cancellation at our offices. Please see our terms and conditions.

Ski Hire

Q – Can you hire ski clothing in resort?

Oxygene Ski School provides hiring clothes. Details can be found here: https://www.oxygene.ski/ski-clothing-rental/ . Another Option is http://www.ski-stuff.co.uk/ .

Q – Can I pre-book ski hire?

Yes, you can order your ski equipment (skis, snowboard and boots) in advance and add them to your holiday booking. You can also pre-book your ski hire on the coach transfer up to resort ( Pre-booking your Ski equipment depends on the resort you book) or if you are not sure please contact us and we will let you know which resorts we have this facility.

Ski School

Q – Do the ski instructors speak English?

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

Q – When should I book lessons?

It is highly advisable booking lessons as early as possible. Especially in the Peak and High seasons (Christmas, New Year, Half Term and Easter) Ski schools are externally busy.

Lift Passes

Q – Can I pre-book lift passes?

Yes, you can order your lift pass in advance and add them to your holiday booking, however this can vary from resort to resort. Your passes will be delivered to your ski chalet .

Families with children

Q – Is the property suitable for children?

90% of our customers are families or groups of families, so the vast majority of our properties are child friendly. If there’s anything about a Ski chalet that we feel isn’t particularly suited to kids ( ‘Babies & Toddlers’ or ‘Kids & Teens’.), we’ll let you know at the time of enquiry – but if you’re not sure about something, don’t hesitate to get in touch with our team who can answer all your questions.

Q – Are children included in the capacity?

In short, yes. Some owners make an exception for babies and children up to the age of two, though. If you want to find out more about a specific property, get in touch with our team.

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

Usually included in the infant price are cots, highchairs and linen, however this can vary from resort to resort.

You can pre-order child equipment to be in your chalet ready for when you arrive. If you need any of the following, please let us know: Changing mats, Potties, Bed guards, Toilet steps, Toilet seats, Sterilisers, or please ask for anything extra.

Q – Are the cots and high chairs available?

Usually – some even have beds especially for small kids too. To find out more simply visit each individual property page or get in touch with our team.

Q – Special dietary requirements for my infant?

Yes, Please remember to let us know if your child has any dietary requirements.

Q – What time is kids tea served?

Usually the chalet hosts serve high tea for children at 6pm but this could change from one chalet to another. We require all children under 12 to take high tea unless you book the whole chalet, in which case children can opt to join parents at dinner with the main menu.

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

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

Q – Does my child need sunglasses?

Absolutely! Snow blindness or photokeratitis is a type of temporary eye damage caused by snow reflecting UV light. Even those too young to ski will need some form of protective eyewear. Goggles are also recommended for skiing, as they offer a more comfortable fit with a ski helmet!

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

Yes, this can be arranged and is charged at the rate of an hour, payable in resort. However, on the dates when our Private Nanny Service is fully booked, we cannot guarantee your babysitter will be a fully qualified childcare professional. Whether you’re looking for a live-in nanny or just someone to help for a few hours we can take care of your needs.

Q- Will the pool and other relaxing areas be safe for Children?

 The direct, visual, and active supervision of children present in the wellness area by an adult is essential and under your sole responsibility. The swimming pool, hot tub etc. located in the Property do not comprise an alarm system, safety nets, or other safety measures designed to prevent the risk of drowning. To ensure the safety of children, the following precautions must be taken, in particular:

(i) never leave young children alone near the swimming pool or hot tub;

(ii) never leave a child alone in the water, even if they know how to swim, or in a hamman, steam room, sauna etc. They must always be under the supervision of an adult capable of saving them in the event of an accident;

(iii) never leave toys or other items floating on the water; they may encourage children to approach the water; and

(iv) always fit inflatable armbands or floating costumes on young children.

Q – Are car seats provided on coach transfers?

Unfortunately, baby seats are not available on most of the coach transfers. However, car seats are available on private taxi transfers and can be pre-booked for a supplement.

Q – Are car seats provided in resort vehicles?

Usually Yes, car seats are provided in all chalet chauffeur vehicles, But this could change one chalet to another. it is wise to check at the time of booking.

In-resort

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

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

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

While we understand a holiday can sometimes be demanding particularly if you or one of your family has food allergies or special dietary requirements. Our mission is simple; to make your holiday as enjoyable as possible. Whilst the menu is planned, it is still flexible to make small changes; we will do our best to accommodate preferences and requests. Regrettably, most ski resorts simply do not offer the vast variety of Lactose, Gluten or Dairy-free products available in the British supermarkets. Yet, if you have any food intolerances, food allergies or special dietary requests, we will do our utmost best to plan the menu to suit your needs. In order to plan the menu and source relevant ingredients it is important that you advise us at the time of booking (or at least three weeks before you depart for your holiday). If you have any questions or concerns, we would be happy to speak to the chef personally to ensure they can deliver a chalet holiday not to forget.

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

We can never be too sure what the weather will be , especially with the changes happening in the climate. All our resorts are high altitude, and should the snow be a little sparse, snow cannons ensure there will be plenty of piste to ski. Check out our weather forecasts here to keep updated.

Q – Are there Hairdryers?

Most Ski chalets supply hairdryers in their properties, however, if you have your own that you particularly like you are more than welcome to bring it.

Q – Are there towels and bathrobes in the chalet?

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

Q – Do I need to take my own toiletries?

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

Q – Is there Wi-Fi in the chalet?

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

Q – Will there be a safe in my room?

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

Q – Do the Ski chalets have heating?

Almost all our Ski chalets have heating, if you still want to be sure, all you need to do is check with our team before you book your Ski chalet.

Q – Can I bring my pet in the Ski chalet?

Most if not all Ski chalet owners would rather you didn’t -bringing your pet also means there will be No refunds on your security deposits. That said, although sometimes they are allowed, they are sometimes (usually) on request only and subject to the owner’s prior agreement. It’s also worth noting that sometimes a supplement applies, so be sure just get in touch with our team.

Warning!!!- No animals are allowed in the Properties without prior written consent From owners or Supplier. It should also be noted that in a number of our properties, animals are prohibited altogether. An increased damage deposit of and a one-off cleaning charge will be required as part of this consent. If during the stay, damage is caused by the animal, we reserve the right to ban the animal from the property. If you are found to have an animal in the Property without prior consent in writing from Paragon Ski chalets, Owner or Suppliers, the staff will have the right to evict all occupants from the property without refund.

Q – Can I smoke in the Ski chalets?

Smoking is strictly prohibited in all Ski chalets on our website. Paragon Ski chalets, suppliers and the Owner reserve the right to remove any group breaking this condition from the property without refund. In the event that smoking has occurred within the property, an additional cleaning charge of CHF 500 or equivalent will be payable to immediately.

Q- Removal of Ashes from the fireplace

Due to the inherent fire hazards, it is strictly forbidden for any guests who use the ski chalet to remove ashes from the fireplace. This task will be undertaken by staff  of the Ski chalets or contracted housekeeping staff only.

Q – Can I organise a party or special event at my villa?

All of our ski chalets are entirely different, some owners will be totally on board and others won’t. For the specifics, before you book please check with our team if your chosen property has these facilities.

Q – We want to organise a birthday surprise; can you help us organise this?

Your wish is our command. We can help make your ideas come to life or we can come up with some suggestions, such as pampering (massages, manicures etc), tours, or any other local activities. For details, kindly get in touch soon!

Q – What are the Check in and Check out times?

All bookings are governed by a standard check-in time to the property on the day of arrival at 4pm and a check-out at 10 am on the day of departure. Early arrivals and late departures will be accommodated where possible only if there is no back-to-back booking in the property on that day and must be agreed in writing prior to arrival.

Unless otherwise agreed, if you do not comply with the check-out time, we reserve the right to withhold your security deposit and charge an amount to it equal to one day of extra rental pro-rata.

Q – What is the change-over-day? Is this flexible?

It’s normally Saturday in the peak season but very occasionally it will fall on Friday & Sunday. Change-over days tend to be fixed Peak/High Seasons, but you may find owners are more flexible in the quieter seasons. You can always find precise information regarding your arrival and departure in the Property terms and conditions section on each individual property page.

Transfers

Q – Can you organise car transfers? 

We can organise this once your booking has been confirmed or depending on the ski chalet where some ski chalets does include transfers, You can see this information on each property page. For costs and details, kindly contact us.Prices and Vehicles useddepends on the size of your group, while coaches are for larger groups from 20 Plus.

RESORT VEHICLES

Any transport offered vehicles during your stay is accepted at your own risk. We will not transport children under the age of 12 unless accompanied by an adult or guardian from the party.

Q – I’ve lost my passport; can I still travel?

No, all flights require a passport valid for 6 months to travel. If you lose your passport you must try and obtain a new or emergency passport prior to travel.

PASSPORT AND VISA REQUIREMENTS

It is your responsibility to comply with the local laws relating to visas and authorisations for the country in which the Property is situated.

Please contact your local office for foreign travel and passports to enquire about passport, visa, and health requirements for the country in which the Property is situated.

Before you travel

Q – When do I provide all the names and ages for my group?

Please provide the names and ages of your group as soon as possible, without this information you will not be able to travel and could incur a 100% cancellation fee as per our terms and conditions.

Q – The final price is slightly different from the one I was quoted. Why is this?

Don’t worry – it’s all to do with the exchange rate. The price may change because the owners/Suppliers of your property charge in Euros or Swiss Francs and the exchange rate has fluctuated slightly since you paid your deposit. This has affected the final balance by a small amount.  The rate can go up or down, so fingers crossed your final bill is a little bit less than we originally quoted. If you wish to fix the price, simply pay for your booking in full at the deposit stage.

Q – Why am I being asked to pay a security deposit?

Just in case you do a Keith Richards and start throwing tellies out the window! As long as you leave the place clean, tidy and in the same condition as the beginning of your stay, the property owner or Paragon Ski chalets will return your security deposit shortly after your holiday is over.

Q – How do I pay the security deposit?

By confirming a booking you authorize us to charge your credit card up to the value of any damage caused on presentation of photographic evidence and/or receipts for repair or replacement. Some owners require their security deposit to be paid locally or in advance of arrival (you will be notified if this is the case).

Q – Why am I charged in British Pounds when the property is priced in Euros?

Some Local suppliers (overseas) and owners deal in Euros or Swiss Francs. Because we are a UK-based company, we convert prices into Pound Sterling(GBP). Please note that the price for many of our Ski chalets is calculated and quoted in Euros and that both the deposit and balance amounts shown during the booking process represent the sterling equivalents. Therefore, while the deposit amount is the actual amount you will be charged, the balance amount in sterling is only a guide and will vary upwards or downwards in line with exchange rate fluctuations between the date of booking and the balance due date.

Q – How does the exchange rate work?

Exchange rates fluctuate all the time. In order to minimise any impact to you, we use the most competitive rates available, which are typically better than you would receive directly from your bank.

Q – Do you recommend a good insurance policy?

From personal experience, we’d recommend heading to Just Travel Cover. It’s easy to use and you’ll have a great deal in a jiffy.

Q – Are there any additional costs?

When you book with Paragon Ski chalets, we send you a confirmation of the cost. That is all you’ll be asked to pay. The only exception to this is either:

– Where your property is charged in Euros or Swiss Francs and there’s been a fluctuation in the exchange rate

– Or the property Supplier/owner asks for a security deposit (which you’ll get back at the end of your stay)

– Please note you may also be charged to use heated swimming pools, energy costs and for end of stay cleaning. Do read the Property page terms and conditions of your chosen property very carefully to avoid any surprises! Many properties will also offer a range of extras, from catering to guided tours, and there may be charges for these. But it’s important to stress these are optional extras. Please read the terms and conditions of your property carefully before booking.

Q – Does the price include VAT?

VAT where applicable is included in all our quoted prices unless stated otherwise.

Q – Are we ATOL bonded?

ATOL bonding relates exclusively to package holidays (accommodation with flights, car hire etc). We offer ‘accommodation only’ so an ATOL bond requirement does not apply.