Frequently asked questions

Enter the destination or hotel, the dates and how many of you there are. If you are booking a ski package, set the number of lift pass days too.

Pick the hotel and board basis you want from the results, fill in your details and add any optional services (insurance, equipment hire, lessons…).

Then you go to payment. Once the booking is confirmed you get the vouchers by email: one per service booked, to show at the hotel, the resort or the hire shop.

You can search by destination, by hotel, or go in through the offers on the home page. If you still cannot find it, call or write and we will put a quote together for you.

You can still send us the request for that hotel by going through the booking steps; in that case the payment screen does not appear.

We take it from there and confirm as soon as we can whether the hotel can give us the booking. If it cannot, we will suggest similar places available for those dates.

It is not the norm, but it happens. When a place is not available online and we contact it to request the booking, it may tell us about a rate change it had not updated.

This only affects requests that cannot be confirmed online, and always before you have paid anything.

Yes. We charge no cancellation fee, but the accommodation and the other services apply their own policy, and that one can cost you.

Get in touch as early as you can and we will check whether your booking can be cancelled at no cost. You can also add cancellation insurance when you book.

You add it when booking, like any other service. If you do not add it, it is not included.

If you do take it, make sure the names are right: the day you need it, you will be asked for them along with the policy number. The assistance number is on your insurance paperwork.

No. Our ski insurance already covers assistance on the slopes.

It depends on the resort: many hand out a pass to use another day.

Ask the resort staff on the day it happens — they are the ones who set out the procedure, and there is usually a deadline.

We recommend taking printed copies: some places want to keep one.

Check your spam folder — they end up there sometimes.

If they still have not turned up, write to us: we will check everything is in order and send the vouchers again.

Hotels usually have long reception hours, most of them around the clock. Even so, let them know if you are arriving late so they expect you.

In apartments reception is not always open, so do confirm the hours and how to collect the keys if it is closed.

Check-in and check-out times are normally on the voucher. If they are not, ask us before you travel.

Breakfast and dinner. Drinks at dinner are not included.

A studio has no separate bedroom: you sleep in the living area, on a sofa bed or bunks, all in one room. An apartment has one or more separate bedrooms.

It varies: bed linen, towels and cleaning may or may not be included. It is worth checking what the specific apartment covers.

A deposit is usually asked for on arrival and returned when the apartment is left in good condition.

It depends on the hotel, the resort and the service. Put the right ages into the search and the price already has the discounts applied.

Bring the children's documents: some places ask to check ages. And if a hotel will not let you book a room with children, ask us — the discounts may be on request and not visible on the site.

A tax applied by some countries or cities and collected by the places you stay in.

The amount depends on the area and the category of the accommodation, and children are usually exempt. It is paid on arrival, unless we state that it is included in our price.