Everyone has questions before they go on holiday. Have a look below to see if you can find the answer to yours! If not give us a call.
Can I book online?
Because each of our chalets is different we only take bookings over the phone. That way we can advise you of the best room (s) for your family.
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 £150 per person is payable.
How do I pay?
We can take debit and credit cards (Visa or Mastercard) over the phone. There is a charge of 2% for credit card payments on final balances but not on deposits. Or we can send you our bank details if you prefer to pay via bank transfer.
When do I pay the final balance?
The balance is due ten weeks before departure. We will email you a reminder before this date.
How do you check through my holiday details?
We will send you an email including all of your holiday information 5 weeks before your departure date inviting you to give us a call at a time of your convenience when we can check your flight details, childcare requirements, sort out your lift passes and answer any queries you may have.
Can we pre-order lift passes, skis and boot hire through you?
You will find full details in our online Holiday Information Pack. We’ll send you a link to the pack 5 weeks before your holiday. Have a look at the Lift passes and equipment page of our website for more information.
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 resort staff. They will also have a note of your mobile number (and you will have been given a contact number) so they can contact you if they cannot find you – we have never lost anyone at the airport!
What time is the return transfer?
During your holiday, the 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 and Les Coches 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 13.30pm. Guests in Ardent will be back at Geneva Airport for approx 09.00am for flights leaving after 11.30am; or approx 11.30am for flights leaving after 13.30pm.
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.
Do all children get a seat on the coach?
Yes all children, including infants, are allocated a seat for our transfers and we provide car seats for all ages.
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 seatbelt.
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 reserve one.
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 coffee or tea after dinner.
If you have any special dietary requirements or allergies, please let us know in advance of your holiday and we’ll be happy to tailor a menu to your needs. We do not charge for special dietary requests.
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 tailor a menu to your needs. We do not charge for special dietary 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 13 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 you serve wine with dinner?
We offer a choice of 3 red and 3 white wines along with Prosecco on some evenings. You are welcome to have wine before and after dinner, we don’t ‘hide’ it away after coffee is served. You may also bring your own spirits and there will be mixers in the honesty bar.
What happens on the cook’s and host’s day off?
Your cook’s day off is either Tuesday or Wednesday. On the cook’s/host’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. We will collect pizzas for the children (pre-ordered!) at your expense.
Guests are asked to eat out in the evening and not to use the kitchen facilities in the chalet.
You can arrange for a babysitter for this evening, which will be arranged and paid by you whilst in resort. If you need babysitting on any other evening then our staff in resort will be able to assist you.
Are soft drinks and beer available?
Your chalet team run an honesty bar, which is stocked with beer, soft drinks and snacks. At the end of the week, they will let you know what you owe.
Are there tea/coffee-making facilities?
Your chalet host 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. Bathrobes are provided in all chalets with a hot tub, sauna or steam room. Towels are changed once during the week.
Are hairdryers provided?
There is a hairdryer in all bedrooms.
Do you supply bath products?
We supply soap, shampoo and conditioner from amongst others Gilchrist and Soames.
What baby and toddler equipment do you supply?
We have cots, cot linen, bed guards, 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.
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 head out of the water and long hair must be tied up.
Is there internet/wifi in your chalets?
All our chalets have wifi, however when you are in the mountains it may be unreliable and if it goes wrong it may take some time to fix.
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 £20 for returning lost items.
Is ski school included in the child care?
Ski school is included in our Adventurers and Powder Hounds Clubs. The lessons run for six mornings from around 9.30-midday (exact times confirmed in resort).
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 child care sessions are subject to availability and we cannot guarantee spaces will be available when you get to resort. Child care should therefore be booked prior to your departure.
What activities do the younger children do?
Childcare activities vary enormously depending on the age of each child. Children of all ages play outside as much as possible, although this is dependent on the weather. The childcare team plan activities for each day – painting, dancing, singing, bear hunts, snow olympics are just some of the activities on offer. Read and see more here: Powder Pups and Powder Hounds.
What about afternoon activities for the older children?
Children from the age of 7 will ski again on 3 afternoons in our Adventurers club. They may also go ice-skating, tobogganing, go to the fun park and build igloos and snowmen on the other afternoons. They have an indoor den in case of bad weather. Read and see more here: Powder Adventurers.