Reservation Policy

A reservation is confirmed only once payment has been received and you have received a confirmation email. Please check that all details (dates, guests, property) are correct and contact us immediately if anything needs to be corrected.

All offers are subject to availability. In the rare case a property cannot honour a confirmed booking, we will offer you an equivalent or better alternative, or a full refund.

We accept the following payment methods:

• Credit / debit card (Visa, Mastercard) — instant confirmation.
• Bank transfer — the booking is confirmed once the funds are received (usually 1-3 business days). For arrivals within 14 days of booking, payment by card is required.

All prices are shown in EUR (€) and include VAT where applicable. Local tourist taxes may be payable at the property where indicated.

Cancellations made less than 7 days before check-in are non-refundable, unless the specific rate or property conditions shown at booking state otherwise.

No-show: if you do not arrive at the property and have not cancelled, the full booking amount is charged and no refund applies.

To cancel, write to us at [email protected] from the email address used for the booking, quoting your booking reference. The date we receive your email determines the applicable conditions. Full details: Cancellation Policy.

Approved refunds are always issued to the original payment method.

• Card payments: refunds are processed within 7-14 business days, depending on your bank or card issuer.
• Bank transfers: refunds are sent within 7-14 business days of receiving your bank details; interbank processing may add a few days.

We never charge fees for processing a refund you are entitled to. If a refund has not arrived after 14 business days, contact us and we will provide proof of the transaction so your bank can trace it.

Date changes are subject to availability and any price difference between the original and the new dates. Requests must reach us at least 7 days before check-in.

One name correction per booking is free of charge. Adding guests is possible only within the maximum occupancy of the property and may carry an extra cost.

Unless stated otherwise, your booking covers accommodation only. Ski passes, equipment rental, ski lessons, transfers and final cleaning (where charged separately) are not included — any extras are listed on the property page and in your confirmation.

Check-in and check-out times are set by each property and shown in your confirmation. During peak weeks many ski properties work Saturday to Saturday. A valid passport or ID card is required at check-in for all guests, as guest registration is mandatory in France, Switzerland, Italy and Austria.

Some properties require a security deposit, refunded after check-out if no damage occurred. Where applicable, the amount is indicated in your confirmation.

Snow conditions, weather and the opening of ski lifts are outside our control and do not entitle you to a refund on their own. In the event of extraordinary and unavoidable circumstances that make the stay impossible (for example an official closure of access roads or the resort, or an official travel ban), we will offer you, in accordance with applicable law, rebooking to new dates, a credit voucher or a refund.

If something is not right during your stay, contact us immediately at +33 5 23 55 02 06 — most issues can be solved on the spot. Formal complaints can be sent within 30 days of check-out to [email protected].

If no solution is found, you may refer the matter free of charge to a consumer mediator, as described in our Terms & Conditions.