Frequently Asked Questions
The following are some common questions asked in regards to our holiday booking process. This should be used as a guide only - each operator works differently and our processes are evolving all the time. You need to speak to one of our Sales or Admin staff if anything needs clarifying.
Chalet Booking Questions
Your Questions Answered
- I have found the property that I like - what now?
- You need to see if it is still available on your chosen dates and establish the final costing with us (there are normally various supplements added on to the basic price shown). Your best bet is to phone us although you can send us an email enquiry. We are here to help you choose the right property for you or your group and answer any questions that you may have.
- The room(s) or property is available but I need more time to think about it. Can you put these on hold?
- Yes - if you are serious about booking any particular accommodation, we can (in most instances) put an "option" on the room(s) with the Holiday/Tour Operator. This basically means that no one else can book the room(s) without consent from us. An option can usually be held for around 48 hours. Options can generally not be put on the Late Deals (this works on a "first come first served" basis.)
- I have decided that I would like to make a booking for myself/group. What do I need to do now?
- We need to establish with each other the following:
- the property details
- the date of travel and number of nights
- the number of adults and children in your group
- ages of children (if applicable) on return date of travel
- the travel details/requirements
- the total holiday cost
- any other relevant details (childcare requirements etc)
Once you are happy with the above details, and you are happy to continue with the booking, payment followed by a confirmation email from us will secure the booking. Please note that prices are subject to change without notice, until the booking has been confirmed. - The Group Leader and group discount
- The person who makes the booking is called the 'Group Leader' (or 'Lead Name'). He/she must have the authority to pay for the holiday on behalf of all other travellers in the group. When the Group Leader agrees to book the holiday, he/she confirms that all those travelling accept the Holiday/Tour Operators booking conditions. The Group Leader is responsible for the full cost of the holiday, including any cancellations or amendment charges. We will only communicate with the Group Leader (it is easier working with one contact for a group!) who must inform the other members of the party.
Group discount may be given on group holidays depending on the size of the group, the Holiday/Tour Operator and the date of travel. The group discount given is based on numbers within the group at the time of booking and will be confirmed on booking. In order to benefit from group discount, the Group Leader will be required to collect all names and payment and send these details to us.
Please be aware that group discount may be affected if your group size decreases following the original booking! - Deposit or full payment?
- You will need to put down a payment to secure the booking. A deposit is required if the holiday is booked 12 or more weeks before departure. Allow around £130 per person for European holidays or around £160 per person for Worldwide holidays - you will be informed of the exact amount before the booking is made. THIS IS NON REFUNDABLE. Final balance is required 12 weeks before departure.
Any holiday booked with less than 12 weeks before departure, full payment is required.
Payment is made in to our Travel Trust Association (TTA) account (TTA account number U3453), which is fully protected.
(Please refer to our Terms and Conditions for charges relating to late payment of final balance). - What method of payment is possible?
- The best method of payment is by debit card although you can pay by credit card or cheque (cheques made payable to "Interactive Resorts Ltd."). Please note that there will an additional surcharge of 2% for all Visa and Mastercard transactions and 4% for all AMEX (American Express) card payments.
We can collect deposit or final payment from different payment cards, but for any more than 5 cards there will be an admin charge of £5 per additional card. - What financial security do I have?
- Interactive Resorts are a member of the Travel Trust Association (TTA). The TTA is the only UK Travel Industry trade body whose membership provides 100% financial security to every customer.
The TTA lays down strict guidelines on how customer funds may be handled and each member must adhere to these guidelines. As a TTA member, payments made to us are placed into a designated trust account which is supervised by an independent trustee. Your funds are held in this account and may not be released until you receive your holiday.
Unlike ABTA and even the government backed CAA ATOL licence, TTA membership ensures that 100% of all travel related products, purchased from a TTA member, is financially protected. This protection is provided free of charge to all our clients and includes all types of holiday sold through us (ie flight based packages and accommodation-only holidays).
That is why Interactive Resorts are TTA members and that is why you, our customers, receive 100% financial protection when booking with us! Interactive Resorts' TTA number is U3453.
For more information about the TTA, see the Travel Trust Association website. - What happens next?
- Once the booking has been made, we will send you an email confirmation stating all your holiday details - the name of accommodation booked, dates of travel, number of people, final costings etc. You will then need to log on to our Client Area to process the group names. Any amendments to the booking need to be confirmed as quickly as possible in writing (see paragraph below).
You will receive your tickets, invoice and travel details from us, NOT the Holiday/Tour Operator (in normal circumstances).
If you have any questions at this stage of the booking process, or have not received your tickets, you need to speak or our Admin Department on 020 3080 0249. - Can passenger names/holiday details be changed once the booking has been made?
- Yes, depending on the changes! Please be aware that there is likely to be a charge for any changes made. If, for example, your group size changes, or if the room configuration needs to be changed following your original booking the price MAY WELL INCREASE! You will be advised of any changes to the original booking costs.
Extra costs to think about when making changes to your original booking are empty bed supplements, loss of group discounts (due to smaller than original group sizes) or correcting wrong information provided by you at the time of booking.
Any changes to the booking can only be made following WRITTEN INSTRUCTIONS from the Group Leader using the Client Area. We will not change the booking by verbal instruction, nor do we enter into correspondence with any other member of the group. - What if I need to cancel my holiday?
- If unforeseen circumstances require your holiday to be cancelled then the Group Leader will need to send us a cancellation request IN WRITING. There will be a cancellation fee which will vary, depending on the Holiday/Tour Operator, departure date and holiday details. Cancellation charges are based on the Holiday/Tour Operators Terms and Conditions which can be found within the Holiday/Tour Operators brochure or website. Equally, you may also be subject to Interactive Resorts Ltd. cancellation charges to cover our administration costs. For further information, please speak to our Admin Department on 020 3080 0249.
- Passports, Visas and Ski Holiday Travel Insurance
- It is essential and your responsibility, to ensure that you, and each member of your group, have a valid passort and relevant Visa (if applicable) to travel for the duration of the ski holiday. If you are unsure of your requirements, please consult with the relevant embassy before your holiday.
You must have a suitable travel insurance policy to cover you / members of your group when on holiday, according to the Holiday/Tour Operator's Terms and Conditions.
Whether you need European single trip travel insurance, or worldwide multi-trip travel cover, use the link below to get a quote and buy a policy online.
Get a ski insurance quote ensuring that the policy meets or exceeds the Holiday/Tour Operators requirements. - A note about our ratings...
- Our property ratings are based on a scale of 1 - 6 (6 being the highest quality) and are intended to act as a guide only. We base our ratings on three main factors;
1. Quality of the Holiday/Tour Operator
2. Facilities and condition of the property
3. Location of the property
The rating given may be based upon our own subjective opinions or those of the Holiday/Tour Operator. They are not an official rating. - And a note about our chalet prices...
- The basic adult price for each chalet is shown in the price grid on each chalet page. The price shown, is typically per person per week and is based on two people sharing a standard room. Please bear in mind that additional room or travel supplements may apply. Prices do NOT include ski carriage or ski equipment hire, ski passes, lunchtime food or an 'open bar' (unless otherwise stated). A small local tourist tax may be charged in certain resorts, payable to your chalet hosts. The travel arrangements and catering included in the price is described on each chalet page.
The prices displayed (or quoted in any correspondence) are indicative only and are subject to change at any time until we send you the Holiday Operators invoice (Holiday Operators terms and conditions apply) along with our holiday invoice. Additional room or other supplements may apply, which you will be advised of at time of booking.
A number of our Holiday/Tour Operators offer catered accommodation only (ie no flights nor transfers included in the price shown) - this is made clear on each relevant chalet details page. If you have organised, or are planning to organise, your own travel arrangements, we can book chalets on an 'accommodation only' basis - please speak to our sales team for a quote.
Special offers and 'late deals' cannot (usually) be used in conjunction with any other offer nor discount and are subject to availability. Late deal prices shown are for the cheapest room available based on the maximum occupancy of that particular room (per person per week). If flights are included in the late deal price, then these may be from any UK regional airport. Special offers and late deals may change or be withdrawn at any time without notice. Special offers have to be arranged, and will be confirmed in writing at the time of booking and cannot be applied to bookings made previously.
If you are, in any way, unsure what is included in the holiday cost, please get in touch with us immediately. - Our Terms and Conditions
- Please read our brief 'Terms and Condition' before you make a booking as you need to be aware of some important points regarding the holidays on offer and the holiday booking process. To read our Terms and Conditions please see our Terms and Conditions section.
- Holiday/Tour Operators Terms & Conditions
- Your holiday contract is with the selected Holiday/Tour Operator and their current booking conditions will govern all aspects of your holiday. You are therefore strongly urged to read these by referring to the Holiday/Tour Operator's current website or brochure for full details.
Ski Carriage
Ski carriage must be confirmed at time of booking to guarantee the limited availability that the airline has allocated. - Special requests and facilities
- If any special requests or a particular facility is important to your holiday enjoyment, please make this known to us BEFORE the time of booking. We will always pass on any special requests to our suppliers but we will have no liability if they are not met. If such a facility is considered ESSENTIAL to the holiday, then this needs to be requested in writing. It is only until we receive confirmation from our supplier when will we confirm that your request has been met.
- Ski flight times and prices
- Please be aware that flight times (if applicable) either given on a provisional quote or on your booking confirmation, are for guidance only! The details are subject to change - the actual flight times will be those shown on your tickets, which will be despatched to you approximately two weeks before departure. You must therefore check your tickets very carefully immediately on receipt to ensure the flight details are correct. It is possible that flight times may change even after tickets have been issued - we will contact you as soon as possible if this occurs.
If the holiday includes flights, the price shown is typically based on the cheapest UK departure airport (this is usually London). - Holidays cancelled by the Holiday/Tour Operator
- Very occasionally, Holiday/Tour Operators cancel holidays for reasons that are beyond our control. If this happens, you will be notified, and a refund will be given as per the Holiday/Tour Operators Terms and Conditions. If required, we will try and find you a suitable alternative holiday. We cannot accept any liability for any other costs relating to a holiday cancellation.
- Who are we?
- This website is owned and managed by Interactive Resorts Ltd. We are the UK's fastest growing catered ski chalet online travel agency. We are essentially a broker - you contact us with your exact holiday requirements and we will search our extensive chalet database, with over 2500 chalets from over 160 different Holiday/Tour Operators (the principals), to find you the best options.
We act as an agent on behalf of over 160 disclosed principals or Holiday/Tour Operators; further details of these will be made available to you at the time of booking.
As we are only the booking agent for your holiday (not the Holiday/Tour Operator who runs the holiday) we do NOT have a presence at any point during your holiday.
Our team of sales and admin staff are based in our call centre in Fulham, London. - Data protection
- We are registered in accordance with the Data Protection Act; our registration number is Z9508279. We will not pass any of your details to a third party unless specifically relevant to your holiday booking or required to by law. All information will be treated in the strictest confidence.
From time to time we may email you with special offers and other ski related information which may be of interest. You may unsubscribe at any time.
For more information on how we handle your data, please refer to Our Privacy Policy. - External web links
- Throughout our site you will find links to external websites that you may find useful or of interest. Although we make every effort to ensure these links are accurate, up to date and relevant, we cannot take responsibility for pages maintained by external providers and cannot accept liability for any damage or loss arising from reliance on such websites. Links to third party information should not be taken as endorsement of any kind.
