FAQ

Can I book online?

Because each of our chalets is different we only take bookings over the phone or via email. That way we can advise you of the best room(s) for your family.  We have introduced a new booking system, where you are able add any extras and additional information such as dietary requirements.

How do I book?

We are happy to put a room/chalet on hold for 48 hours whilst you sort out your travel arrangements. To confirm a booking, a non-refundable deposit of £200 per person is payable.

How do I pay my deposit?

You can make a bank transfer or use a credit/debit card to pay your non-refundable deposit. The remainder of your accommodation must be paid by bank transfer.

When do I pay the final balance?

The balance is due 10 weeks before departure for accommodation and 8 weeks before departure for other tourist services like Childcare and Lift Passes. We will email you a reminder before this date.  Accommodation and extras such as childcare and lift passes payments are made by bank transfer. Your online booking would give you all of this payment information and instructions.

How do you check through my holiday details?

At the time of booking, we will send you an email which gives you access to the information on your booking.   We ask you to input and check your flight details, childcare requirements, lift pass requests etc.  We will process this information and contact you if we need to discuss options.  We will contact you asking for information missing or if an outstanding balance needs to be paid.

Can we pre-order lift passes, skis and boot hire through you?

You will find full details on our Lift passes and equipment page of our website for more information.  You can also see this info on your online booking.

What happens when we arrive at the airport?

Our staff track your flight and will be waiting for you in the Arrivals areas at Geneva airport.  They wear blue jackets and have a board with our logo on. Make your way to them and they will look after you, show you where your transfer is, and introduce you to your transfer staff.  They will also have a note of your mobile number (and you will have been emailed a travel day contact number too) so they can contact you if they cannot find you – we have never lost anyone at the airport! If your flight lands in Terminal 2, follow the signs to the main terminal, Terminal 1.

What time is the return transfer?

During your holiday, resort staff will let you know your departure time. Expected weather and traffic conditions will be taken into account to allow time to get you to the airport by the scheduled arrival time. For guests in Reberty we aim to get you back to Geneva Airport no later than 11.30am in order for you to catch the flight you have booked to leave after 1.30pm.  Guests in Ardent will be back at Geneva Airport for approx 9.30am for flights leaving after 11.30am; or approx 11.30am for flights leaving after 1.30pm.

You may leave resort earlier than you expect, we would rather you be at the airport early than miss your flight.

How long is the transfer?

The approximate journey times to our three resorts are below, but they do depend on weather and traffic conditions. Please bear in mind that in peak weeks they can be longer.

• Ardent – 1.5 hours
• Reberty – 2.5 hours

Do all children get a seat on the coach?

Yes all children are allocated a seat for our transfers.

Do all of your coaches have seatbelts?

All of the coaches and vehicles we use for your transfers will be fitted with at least a lap seat belt.

Are child seats provided for the transfers?

The majority of our transfers are by coach. It is not possible or safe to fit child seats to this type of vehicle. Parents should note that French law does not require children to be in car seats in coaches.

We’re driving, is parking available?

You can park outside most of our chalets, or very close by. In Reberty, parking on the street is limited so we have underground parking spaces, please let us know if you would like to pay for a space prior to departure.

What happens with a private transfer organised by Family Ski?

If you book flights that do not fit in with our free transfer service then we can organise a private transfer for you. It is an additional cost but we take away the hassle of sorting them out for you, for pricing click here. Child seats are provided in the smaller vehicles/minibuses when a private transfer is booked.

Advertised prices are an indication only, at peak times or where availability is limited prices may be higher.  The exact cost would be confirmed when you are ready to book and we would require payment prior to us booking the private transfer.

Please note that, for all routes, Taxi transfers may cost more than our prices above and particularly in peak weeks, we can not guarantee availability.

We will provide a vehicle and driver solely for your family or party. Your driver will wait should your flight be delayed, and will meet you as soon as you arrive through Customs to go straight to your vehicle and leave the airport immediately.

Organising your own private transfers?
If you do organise your own, we will ask you to confirm what time you expect to be dropped off at your chalet so that we can make sure that a member of staff is there to greet you.  If your transfer gets to resort before our formal check-in time of 4pm and the deep clean of your chalet has not been completed, then you will be able to leave your luggage in the chalet, freshen-up, go and have a coffee (or beer!), and return at a time confirmed by our staff.

Please bear in mind that you are solely responsible for the transfers you have booked and any consequences there may be.

What type of food do you provide?

We have given a lot of thought to our 3-course dinner menu and we also work in conjunction with the Orchards Cookery School to offer well-presented, tasty food, which is locally-sourced where possible.

Have a look at our menu to whet your appetite!  We offer a small but local artisanal cheese board, canapes on some evenings, and unlimited quality wine is available.

If you have any special dietary requirements or allergies, please let us know in advance of your holiday, and we’ll be happy to offer one of our allergy-free menus. We do not charge for special dietary requests.  Please note we cannot cater for preferences/dislikes.

What food is provided for the children?

Breakfast and children’s two course supper (served around 5.30 pm) is included in the price of your holiday. A supervised lunch is included in our childcare options. Children’s food is freshly prepared and has been designed to encourage even the fussiest of eaters. We offer a children’s menu suitable for children from 2 years to 13 years, a toddler menu, and homemade purées for the very littlest of our guests. We do not supply tinned or food in jars. We cannot supply formula milk so please ensure you bring your own as you can’t always get the same brands in the Alps.

If your child has any special dietary requirements or allergies, please let us know in advance of your holiday and we’ll be happy to discuss their needs.  We do not charge for such requests.

Can my child eat with me in the evenings?

From our experience children up to about 14 years old need to eat before the adult dinner at 8pm. From 14 years if they have paid the adult price they can have the adult meals. Children are welcome to stay up and use the lounge whilst adults are eating if they aren’t ready for bed at 8pm.  Do remember that evening times are deemed a time for adults to relax and unwind.

Do you serve wine with dinner?

We offer a choice of 4 red , 4 white wines, and 1 rose.  You are welcome to help yourself to wine before, during and after dinner – we don’t ‘hide’ it away after coffee is served.  You may also bring your own spirits and mixers are available in the honesty bar.

What happens on the Cook’s day off?

Your Cook’s day off is Wednesday.  On the Cook’s day off, breakfast is still provided and will consist of fresh croissants, in addition to cereals, toast and juices.  Your afternoon tea will be ready for you when you come back in the afternoon. 

In the evening, guests are asked to eat out at a local restaurant and not to use the kitchen facilities in the chalet.  Pre-ordered takeaway (at your cost) will be delivered to your chalet for your children’s dinner.  A babysitting service is included for this evening and they will supervise their dinner and are available FOC until 10.30pm.  If you need babysitting extended on that evening, or on any other evening, then our staff in resort will be able to assist you (at an additional cost).

Are soft drinks and beer available?

Your chalet team run an honesty bar, which is stocked with beer, soft drinks, mixers, and snacks. At the end of the week, they will let you know what you owe, and payment in CASH is required before you leave! There is no facility to take payment by card in resort.

Are there tea/coffee-making facilities?

Chalet staff will show you how the coffee machine works, and you can make tea, coffee or hot chocolate at any time. Milk and fruit juice is also available for you to help yourself to.

Are towels and linen provided?

Towels, bed linen and cot sheets/bedding are provided in all chalets. Towels are changed once during the week (this may change with our updated COVID-19 procedures).

Are hairdryers provided?

There is a hairdryer in all bedrooms.

Do you supply bath products?

To reduce consumption of plastic and save cost, we no longer shampoo, conditioner or body lotions in our chalets this season. Most guests bring their own anyway and we will supply soap. 

What baby and toddler equipment do you supply?

We have cots, cot linen, potties, toilet steps, baby monitors, high chairs, sterilisers, liquidisers and children’s crockery in all our chalets. There is a toy box in the chalet but don’t forget the favourite teddy.  Nappies and wipes are also complimentary and to ensure your child’s size is available, please visit your Online Booking, email us, or call 01684 540333.

Do I need to bring a buggy?

A buggy can be useful at the airport but you won’t need one once you get to your resort, where it won’t be much use in the snow. Our childcare team have them for taking the little ones out and about, and you can borrow one if they are not being used.

Are stair gates fitted?

Stair gates have been fitted in our chalets but please be aware that in some chalets the style/layout makes this impossible, and due to fire regulations they cannot be fitted at both the top and bottom of the stairs.

Can children use the hot tubs in the chalets?

We don’t recommend children under 5 use our hot tubs. Most public pools will not allow children under 12 in a hot tub, although the Red Cross recommends no children under age 5, explaining that “children cannot cope physically with the heat, which may cause hyperthermia and other harmful effects.” Small children have a different body temperature regulation system than adults and they will overheat much more quickly. Also the chemicals used in keeping the hot tubs clean can be an irritant to young skin (and older skin too!).  Children under the age of 16 must be supervised at all times, no one should put their head underwater, children must be able to stand (unaided) with their head out of the water, and long hair must be tied up.

Is there internet/WiFi in your chalets?

All our chalets have WiFi and we work hard to make it as effective as possible.  However, when you are in the mountains, WiFi is generally unreliable and if it goes wrong it may take some time to fix.  If you are expecting to work whilst you are on your holiday, you must bear this in mind and have appropriate mobile data to assist you.

Lost property

Please let the UK office know if you have left any items behind in the chalet. We will do our best to get them returned to you as soon as possible. There is a minimum charge of £25 for returning lost items.

Is ski school included in the childcare?

Ski school is included in our Adventurers and Powder Hounds Clubs for six mornings from around 9.30-midday (exact times confirmed in resort). Please note that during peak school holiday weeks, children’s ski lessons may be moved from the morning to the afternoon in Les Coches and Reberty on the advice of the ESF ski school. This is to ensure that the correct ratio of children to instructors is respected and children have the best possible experience in their lessons. In this instance, our normal afternoon childcare activities take place in the morning.

Which ski school do you use?

We have chosen the Ecole du Ski Francais (ESF) to teach our children, they are a professional organisation who teach children in a fun, safe environment.  Don’t forget our Family Ski School Helpers who work alongside the ESF, adding an extra pair of hands.  They will report back to you on how your children are getting on.

We have independently booked ski lessons for our children. How will this work?

We are only able to collect children from ski lessons if they are booked into one of our clubs.  If you have booked lessons independently, you will need to take your children to and from their lessons, even if they are joining our afternoon childcare clubs.

Is it possible to book childcare when we are in resort?

Probably not – spaces in our childcare sessions are subject to availability and we cannot guarantee spaces will be available when you get to resort.  Childcare should therefore be booked prior to your departure to avoid disappointment.

What activities do the younger children do?

Childcare activities vary enormously depending on the age of each child, and the weather! Children of all ages play outside as much as possible. The Childcare team plan activities for each day – painting, dancing, singing, bear hunts, and snow Olympics are just some of the activities on offer.  On your first evening in resort, the Childcare team will come and say Hi to you, and as well as answering any questions you may have, they will be able to show you the planned activities for that week.  They have indoor dens in case of bad weather.  Read and see more here: Powder Pups and Powder Hounds.

What about afternoon activities for the older children?

Children from the age of 7-13 will ski again on 3 afternoons in our Adventurers club. Examples of activities on the other afternoons include ice-skating, tobogganing, going to the fun park, and building igloos and snowmen.  They have an indoor den in case of bad weather. Read and see more here: Powder Adventurers.