Consumer Booking Conditions
- Our details
Your contract will be with THE SKI COMPANY (UK) LTD, trading as The Chalet Company, with company number 04798416 and registered address at Studio C, 14 Backfields Lane, Bristol, England, BS2 8QW
(“we”, “us“ or “ours”).
Tel: 01962 899017
“Travel Service” refers to the accommodation made available to book by us on the platform and website and any other services made available to book by us from time to time.
“Booking” refers to the order, purchase and payment for a selected accommodation.
“Booking Conditions” refers to the terms and conditions of booking, as set out above and below.
- Your Contract with us
2.2 Your Contract with us will be for accommodation rental(s) only and, as such, the Package Travel and Linked Travel Arrangements Regulations 2018 will not apply to your Booking with us. Any accommodation or other travel service that is not booked through us shall not form part of your Contract with us and we shall not be liable in any event for any such bookings.
2.4 In these Booking Conditions, “you” and “your” means the lead name (and authorised representative, where applicable) and all persons named on the Booking (including anyone who is added or substituted at a later date) and any one of them, as applicable.
The lead name shall be responsible for the administration and correspondence in regard to the Booking and warrants that they are the parent or legal guardian (where applicable) and/or otherwise have the authority to make the Booking (and any amendments and/or cancellations) on behalf of all the persons named on the Booking. The lead name shall be liable for:
(i) the full payment of any deposits and balances;
(ii) the payment of any amendment fees or cancellation charges;
(iii) confirming all the details of the persons in the Booking to us; and
(iv) passing on to all persons in the Booking of any and all information issued by us including, without limitation, our booking confirmation invoices and these Booking Conditions.
- Making a booking
3.1 To make a Booking with us, you are required to select the accommodation and dates that you wish to book and submit a Booking request to us, together with your deposit (see clause 4 (Payments) below), either through our website or by telephoning us on the telephone numbers shown in clause 1 above. We will then send you an email acknowledging receipt of your Booking request (please note that this email is not a confirmation of your Booking with us).
3.2 On receipt of your Booking enquiry, we will check availability and, if the accommodation is available, we will accept your Booking enquiry and send you a booking confirmation invoice by email – at which point a Contract will be formed between you and us. Please check your booking confirmation invoice carefully and advise us immediately of any incorrect or incomplete information.
3.3 In the event that your preferred accommodation is not available, we will try to offer you a suitable alternative, where we are able to do so, within 72 working hours of receipt of your Booking request. In the event that we are unable to provide a suitable alternative, we will refund the sums that you have paid to us.
4.1 At the time of submitting a Booking request you will be required to:
- pay in full; or
- pay a deposit, equivalent to 25% of the total cost of your Booking.
4.2 If you make a Booking with us within 60 days of the start of your accommodation rental, the full cost of your Booking will be payable at the time that you send your Booking request to us.
4.3 If you make a Booking more than 60 days before the start of your accommodation rental and, if you select to pay the deposit in accordance with clause 4.1(ii) above, the remaining balance will be payable no later than 60 days before the start of your accommodation rental, as detailed in your booking confirmation invoice. The remaining balance can be paid by credit card or bank transfer.
4.4 If your balance payment is not paid on time, we reserve the right to cancel your Booking and charge the cancellation fees as set out in clause 7 below.
It is a condition of your Contract with us that you have adequate travel insurance, effective from the date of Booking. You must be satisfied that your insurance fully covers all your personal requirements including, without limitation, full Covid-19 cover, personal belongings, any pre-existing medical conditions, cancellation charges, medical expenses and repatriation costs in the event of accident or illness.
6.1 We endeavour to ensure that all the information and prices both on our website and in other promotional materials are accurate, however, occasionally changes and errors occur and we reserve the right to correct prices and other details in any such circumstances and at any time. You must check the current price and all other details relating to the accommodation that you wish to book before you make your Booking. If a price on our booking confirmation, website or promotional material is obviously incorrect, a Booking made on that price will not be valid and we reserve the right to cancel the Booking, unless you wish to pay the correct price.
6.2 Prices will be shown as a ‘per accommodation’ charge (unless otherwise stated as being an amount due ‘per person’) and will depend upon your dates of travel, the planned duration of your stay and the type of accommodation you wish to book. We reserve the right to amend the prices on our website at any time, prior to you making a Booking with us.
6.3 In the event that the number of people in your Booking exceeds the maximum occupancy of the accommodation, as stated on our website, an additional payment will be due ‘per person’ exceeding the maximum occupancy.
6.4 Prices are shown – and will be payable – in GBP and will be inclusive of all taxes.
6.5 We will not be liable for Booking errors which are attributable to you and, should you subsequently need to amend a Booking that we have confirmed, amendment charges may apply in accordance with clause 8 below.
6.6 Any special offers and/or discounts that may become available after you have made a Booking with us, cannot be applied retrospectively to your existing Booking(s).
6.7 Some accommodations may require a security deposit to be paid on arrival at your accommodation, in which case you will be advised of such at the time of booking or shortly after.
- Cancelling a booking
7.1 You may cancel your Booking at any time by the lead name advising us in writing – and the effective date of any cancellation shall be the date that written notification is received by us. In the event that you cancel your Booking, the following cancellation charges will apply:
|More than sixty (60) days before the first day of your accommodation rental||25%|
|Between sixty (60) and seven (7) days before the first day of your accommodation rental||75%|
|Less than seven (7) days before the first day of your accommodation rental||100%|
7.2 If the price of your Booking was shown as a ‘price per person’ and a person(s) subsequently cancels after the Booking has been confirmed by us, the person(s) who has cancelled will be liable for the cancellation charges set out above. If the price of your Booking was shown as a ‘price per accommodation’ and a person(s) subsequently cancels, after the Booking has been confirmed by us, then the remaining person(s) in the Booking will be liable for the full cost of the accommodation Booking (which may result in the remaining person(s) paying more, to cover the amount that the cancelled person(s) would have paid).
7.3 In the event that you have booked more than one accommodation with us, cancellation charges will only apply in regard to the accommodation that is being cancelled.
- Changing your booking
8.1 If, after our Booking confirmation invoice has been issued, you wish to change your Booking in any way, for example your arrival date or accommodation, we will do our utmost to make these changes, but it may not always be possible. Any request for changes to your Booking must be made in writing by the lead name and the effective date of any change shall be the date that written notification is received by us.
In the event that you change your Booking, the following charges will apply:
|Within 48 hours of receipt of Booking Confirmation invoice||Free of charge|
|Within forty-eight (48) hours of your Booking request being sent to us||Free of charge|
|More than sixty (60) days before the first day of your accommodation rental||Free of charge|
|Less than fifty-nine (59) days before the first day of your accommodation rental||£150|
8.2 No charge will be made in the event of a change to a person’s name.
8.3 If you have purchased insurance through us, this will not be refundable in the event of any amends or changes to your Booking.
8.4 In the event that you have booked more than one accommodation with us, amendment charges will only apply in regard to the accommodation that is being amended.
- Changes or cancellations made by us
9.1 Occasionally we may have to make changes or cancel your Booking. Most changes will be minor and will be advised at the earliest possible date. If we make a major change to your Booking (such as a change to the accommodation and/or rental dates), we will inform you as soon as reasonably possible, if there is time before your arrival, and we will:
(i) offer you a suitable alternative accommodation, where we are able to offer you one (you will receive a refund of the difference if it is less expensive); or
(ii) refund the money you have paid to us, where you do not wish to accept the alternative as set out in clause 9.1(i) above.
9.2 We will not be liable for any loss, damage, costs or other expense you may incur as a result of your Booking being changed or cancelled (unless such change or cancellation is the result of a breach of Contract on our part), or in regard to any other arrangements you have made with other providers under separate contracts.
- Unavoidable and extraordinary events:
Except where otherwise expressly stated in these Booking Conditions we will not be liable for any damage, loss, costs or other expenses incurred by you – or pay you compensation – where the performance or prompt performance of our Contractual obligations to you are prevented or affected by – or you otherwise suffer any damage, loss or expense of any nature – as a result of unavoidable and extraordinary events.
Unavoidable and extraordinary events are events that neither we nor the suppliers of any service(s) in question could, even with all due care, foresee or avoid and include, without limitation; war (whether actual or threatened), civil unrest, riot, strife, terrorist activity and/or its consequences or the threat of such activity, health risks, infectious disease, epidemics and pandemics and government measures to combat such outbreaks, riot, the act of any government or other national or local authority or the act of any airport, port or river authorities, unforeseeable technical problems with transport, airport, port or airspace closure restriction or congestion; flight or other travel restrictions imposed by any government, regulatory authority or other third party; industrial dispute, sanctions, lock closure, natural or nuclear disaster, fire, flood, adverse weather conditions, volcanic eruption, chemical or biological disaster and all similar events outside our or the concerned supplier’s control.
- Our liability
11.1 We will not be liable for any injury, illness, death, loss (for example loss of possessions or loss of enjoyment), damage, expense, cost or other sum or claim of any nature or description whatsoever which results from: (i) the act(s) and/or omission(s) of the person(s) affected or another/any member of your group; (ii) the act(s) and/or omission(s) of a third party unconnected with the provision of the Travel Services in the Booking; (iii) the accommodation not being provided as booked due to unavoidable and extraordinary circumstances occurring at the place of destination or in its immediate vicinity; (iv) any loss or damage you incur that relates to any business activity (including without limitation loss of earnings); (v) any loss or damage that relates to any services which do not form part of our Contract with you (including, without limitation, any additional services or facilities booked and arranged by you directly, including any activity, tour or excursion you purchase in destination from a third party); (vi) any damage, loss or expense or other sum(s) of any description which on the basis of the information given to us by you concerning your Booking prior to it being confirmed, we could not have foreseen you would suffer or incur if we breached our Contract with you; (vii) any no-show of any persons in your Booking or late arrivals; (viii) any curtailment of your Booking by any of the persons in your Booking; (ix) the over occupancy of any accommodation that you have booked; and (x) any damage, loss or expense or other sum(s) of any description pursuant to article 12 (Covid-19).
11.2 Our Contract with you and the laws and applicable standards of the country in which your claim or complaint occurred will be used as the basis for reviewing your complaint. If the accommodation which gave rise to the claim or complaint was provided in compliance with the applicable local laws and standards, the accommodation will be treated as having been properly provided. This will be the case even if the accommodation did not comply with the laws and standards of the UK which would have applied had those services been provided in the UK.
11.3 Unless provided otherwise by the applicable domestic public policy rules, our liability to you shall be limited to the total cost paid by you, in regard to your Booking with us, unless a lower limitation applies to your claim under any International Conventions.
11.4 We cannot accept any liability for any damage, loss, cost, expense or other sum(s) of any description which did not result from any breach of our Contract with you or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. This includes, without limitation, (i) any separate contracts that you may enter into with other providers or suppliers for any excursions, activities or other services; and (ii) any services that are not provided by us or our Accommodation Partners as part of your Contract that may include services provided near to where you are staying such as water sport providers, beach vendors, shops, massage and other spa therapies and sporting facilities.
11.5 We cannot accept any liability for any damage, loss, cost, expense or other sum(s) of any description arising out of or in connection with any loss and/or damage to any personal belongings or effects, at any time. The persons in your Booking shall be responsible for the security of the accommodation during your stay at the accommodation and to ensure that the accommodation is secured before leaving.
12.1 Both parties acknowledge the ongoing COVID-19 global crisis and accept our obligations to comply with any official guidance from governments or local authorities, both in the UK and whilst in destination. We will have no liability for any refunds, compensation, costs, expenses or other losses of any kind incurred by you (including, where applicable, the cost of medical treatment), in the following circumstances:
(i) If you, or anyone in your Booking party, test positive for Covid-19 and have to quarantine for a period of time, or are notified or otherwise become aware that you have, or suspect you may have, come into close contact with someone who has tested positive for Covid-19 (or where they otherwise suspect they may have Covid-19) and have to self-isolate for a period of time. If this happens within 14 days of your departure date, you must contact us as you may no longer be able to travel. In this event your place in the Booking can be cancelled and our standard cancellation charges shall apply as of the date we receive notice of your cancellation from the lead name. You may be able to claim these charges back from your travel insurance.
If this happens whilst you are in destination, please notify us without delay and we will provide such reasonable assistance as we can in the circumstances. However, we will not be responsible for covering the cost of any curtailment of your Booking, missed transport arrangements, additional accommodation required (either in the UK in any other destination, prior to your departure), or other associated costs incurred by you. You must ensure you have travel insurance which covers these costs.
(ii) You fail any tests, checks or other measures imposed by a supplier, airline, port or airport, border control authority or other government body or local authority or fail to submit for testing or assessment when requested to do so and, as such, you are denied entry to board the flight, entry to the destination, access to the services or you are otherwise unable to proceed with your Booking, or that portion of your Booking.
12.2 If, on the first date of your Booking reservation at the accommodation:
(i) a Covid-19 travel restriction is imposed by any government or regulatory authority that prevents you from travelling to France; and/or
(ii) the accommodation and/or ski resort is closed as a result of the actions of the French government or regulatory authority in response to Covid-19; and/or
(iii) the French government or regulatory authority requires travellers to France to quarantine on arrival;
your Booking may be cancelled by you and you will have the option of either (a) postponing your Booking to a later date, subject to availability; or (b) receiving a credit note equal to the value of your Booking which will be valid for 24 months.
12.3 You also acknowledge that the accommodation owner and other associated travel service providers will need to comply with national and/or local guidance and requirements relating to Covid-19 and have implemented certain measures as a result. This will likely include specific requirements regarding personal protective equipment, such as use of facemasks by staff (and you may be required to wear a facemask as well), social distancing, maximum number restrictions on the use of certain facilities, designated alternative entrance and exit routes, mandatory hand sanitisation and amendments to the usual or normally expected safety standards and procedures. We do not expect these measures to have a significant impact on your enjoyment of your Booking and all measures will be taken with the purpose of securing your safety and those around you.
- Your accommodation booking
13.1 As your Booking is for accommodation only (and not for any other travel services) you will NOT benefit from the rights applying to packages under the Package Travel and Linked Travel Arrangements Regulations 2018 or under the applicable domestic rules. Therefore, we will not be responsible for the proper performance of any additional travel services that you may book and, in case of any issues with such travel services, please contact the relevant service provider.
13.2 The classification of the accommodation is in accordance with the local standards of the country where the accommodation is located. The Accommodation owners provide photographs and/or illustrations for our website that provide an overview of the accommodation and services offered. These photographs and/or illustrations are provided for information only and may be subject to change as/when facilities become unavailable/available. Any such changes shall be considered to be insignificant changes and we will not be liable for any compensation or for any loss, damage, cost or other expense incurred by you as a result.
13.3 Pets are not permitted in the accommodations unless expressly stated otherwise. Please contact us should you wish to check whether an accommodation accepts pets.
13.4 The accommodation owner may specify additional rules and conditions that shall apply during your rental, copies of which will be available in the accommodation on your arrival.
13.5 In the event of a late arrival for any reason, you must inform our Resort Manager by telephone (details will be sent to you prior to your departure), so that the keys can be made available to you on your arrival.
- Excursions and other arrangements
Excursions or other arrangements that you may choose to book or pay for whilst you are in destination do not form part of your Contract with us. Your contract will be with the operator of the excursion or other arrangement and not with us and we shall not be responsible or liable for the provision of any such excursion, or other arrangement or for anything that happens during the course of its provision.
- Travel advice
15.1 Your Booking with us is for accommodation only. It is your responsibility to check and comply with any travel, passport, visa, entry, health, vaccination, testing and immigration requirements applicable to your Booking. Requirements change on a regular basis and you must therefore continually check and monitor the requirements up to your date of return, both in regard to the countries to which you are travelling to or through – and any requirements on your return to the UK.
In addition to the relevant embassies and/or consulates, travel and health information can also be found on the following websites:
Passports: (https://www.gov.uk/apply-renew-passport)15.2 We do not accept any responsibility or liability in the event that any person in your Booking cannot travel because they have not complied with any travel, passport, visa, vaccination, testing or immigration requirements or are not in possession of necessary travel documentation (including, without limitation, vaccination certificates, testing kits and any other required documentation). Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year from date of issue, you should check with the embassy of the country you are visiting.
15.3 You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any such requirements.
16.1 If in our reasonable opinion or in the reasonable opinion of any other person in authority, your behaviour or that of any member of your Booking is causing or is likely to cause distress, danger or annoyance to any third party (including being threatening or abusive, upsetting, annoying or disturbing any other traveller, our staff or agents or putting any of them in danger) or damage to property, we reserve the right to consider your Booking to have been cancelled by you with immediate effect. In this event our liability to you will cease and you and the people in your Booking will be required to leave your accommodation immediately. We will have no further obligations to you and/or the people in your Booking and will not be liable for any damage, loss, refunds expenses, or other costs incurred by you as a result including, without limitation, any return travel arrangements, the costs of cleaning, repairing or replacing property lost, damaged or destroyed by you, or compensating any supplier or agent affected by your actions.
16.2 If you cause damage to the accommodation in which you are staying, you must fully reimburse the accommodation owner concerned for the cost of the damage before the end of your stay (if the cost has been established by then) or as soon as it has been established (if later). You must also indemnify us for the full amount of any claim (including all legal costs) made against us by the accommodation or any third party as a result. We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your Booking or with us.
16.3 The lead name and any adults accompanying the group shall, at all times:
- act ‘in loco parentis’ for their group and, in particular, in regard to any minors in the group;
- ensure that all people in the Booking comply with any and all Covid-19 requirements during the trip;
- ensure that the group takes into account their personal safety whilst in destination so as not to put themselves or others at unnecessary risk including, without limitation, ensuring that the group members take care when out during the hours of darkness; do not go out alone; do not put themselves in risk situations; are not intoxicated or under the influence of any other illegal or dangerous substances; and are aware of their behaviour and actions in the context of their surroundings.
- ensure that ensure that no members of the group smoke in any smoke-free places or behave in any other way which may cause a fire hazard;
- ensure that the group or any members of the group comply with all relevant laws.
- Special requests
Any special requests must be advised to us at the time of Booking. Whilst every effort will be made to arrange any reasonable special requests, we cannot guarantee that they will be fulfilled and any failure to arrange a special request on our part shall not be deemed as being a breach of our Contract with you. The fact that a special request has been noted on your Booking confirmation invoice or any other documentation or that it has been passed on to the accommodation owner is not confirmation that the request will be met.
- Disabilities and medical conditions
If you or any member of your Booking has any specific medical condition, disability or reduced mobility which may affect your chosen accommodation then you should provide us with full details at the time of Booking and before we issue our Booking confirmation invoice to you, so that we can advise as to any suitability or otherwise of the chosen accommodation.
The lead name on the Booking must also promptly update us of any changes that may occur after Booking but prior to arrival at your accommodation. If we reasonably feel that an accommodation may not be suitable for the particular needs of the person concerned, we must reserve the right to inform you of this.
If you experience any issues with your accommodation whilst in destination, you must inform the accommodation owner immediately who will endeavour to put things right.
If your complaint is not resolved locally, you must send us formal written notice of your complaint within 28 days of your return, giving your Booking reference and all other relevant information. Please keep your written communication concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you. If you fail to follow the requirement to report your complaint whilst in destination, we will have been deprived of the opportunity to investigate and rectify your complaint, and this may affect your rights under this Contract.
- Data protection
These Booking Conditions may be varied by us at any time and at our sole discretion. Any new Booking Conditions will be published on our website and will have immediate effect.
- Law & Jurisdiction
These Booking Conditions and any agreement to which they apply are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your Contract or Booking will be dealt with by the exclusive jurisdiction of the Courts of England and Wales.
Updated June 2022