We get asked a lot of questions, here are a few common ones and the answers you may be looking for.

If your question isn’t on this list or if you would prefer to speak to a human being please do call us!

Q:If I book with you, is my money safe?

A: Absolutely. We work with the Travel Trust Association, our membership number is Q3028. Any monies paid to us go into a trust account which keeps hold of your money. Should either Alpenglow Travel Limited or your Tour Operator go into receivership, you money is 100% safe.

Q: How to I book a holiday with you?

A: The best thing to do is to give us a call and we can advise on availability, prices and suitability of the resorts and chalets. If you find a chalet on the website that you would like to book, you can either enquire online and we will get back to you as soon as possible, or better still, give us a call and we can get you booked in.

Q: I can’t find what I want on the website, do you have anything else to offer?

A: Its always a good idea to get in touch, we have hundreds of other properties and destinations that we can book for you but we can’t feature on the website. There is no harm in asking, if we can’t help we won’t waste your time, we will till you straight away.

Q: If I find a holiday I like, do I need to pay you straight away?

A: That depends on how soon the holiday departs. If it departs within 12 weeks then normally, yes, you would need to pay the total to confirm the holiday booking. If not, all we require is a deposit which normally costs roughly £150-£200 per person. If you like the chalet but haven’t spoken to the rest of the group about it, there is a good chance we can place an “option” on a chalet for you. This takes the property off sale for the date requested for a pre-determined period of time. This should give you the time you need to get clearance from the rest of the group to go ahead and book the chalet.

Q: Are there any “hidden” costs?

A: This all depends on the Tour Operator. Some will charge supplements dependent on the standard of room (called a room supplement) or charge for regional flight departures (flight supplements). There may also be charges levied if you amend the holiday after the booking. There is no set rule as to what is charged and when so the best thing to do is to call in and check with us. All of these supplements will be included in any quote supplied by us before you book.

Some Tour Operators will charge a tourist tax which is collected locally, normally on the bus on the transfer to resort.

Q: What is the difference between private facilities and en suite?

A: Private facilities generally refer to a bathroom that is in the corridor but specifically allocated to your room. En suite means the bathroom is privately accessed from the bedroom, no one else can use it!

Q: What does ski in, ski out mean?

A: Good question! Normally it refers to being able to ski to and from the chalet although Tour Operators class this in different ways. For example some operators will class their chalet as being ski in, ski out if the piste runs 50 metres walk from the chalet whereas others will insist you can ski literally to the door.

NB: Some chalets are classed as ski in, ski out but via an un-pisted track. We will always try and explain this on the website but there are times when the operator does not make us aware that this is the case.

With all of the above, you are best off calling in to discuss the locations of the chalets you are interested in. We can then go over the locations, ski access, proximity to town with you.

Q: What age do you class as children?

A: Most Tour Operators will class children as 12 and under. Infants are 24 months and under. There are exceptions to this rule but not many. Please make sure that you provide correct ages of the children before the booking is made. The age provided needs to be based on the age of the child on the final day of the holiday. If you supply incorrect information then the price of the children may actually increase even after you’ve paid the full balance of the holiday.

Q: What discount will my children receive?

A: Another difficult question as it depends on the Tour Operator, the chalet and the date of travel. As a general rule, children between the ages of 2-12 will receive somewhere in the region of 5%-10% off the price of the holiday. This may seem like not much of a discount but bear in mind that the most expensive parts of the holiday from the Tour Operators perspective is the rent on the chalet and the flight seat (if applicable) and these don’t decrease in price dependent on the age of the person sleeping in the bed or sitting in the flight seat. As such, they do not have much margin with which to offer a discount.

Q: Which airports do you depart from?

A: A difficult question to answer as it depends on the chalet you are looking at. We can do normally do most regional airports but do bear in mind that non-London flights sell out very quickly so if you are unable to travel to a London airport we strongly recommend you book early. If you have specific airport needs, the best thing to do is to call us and let us know where you need to fly from, we can then recommend properties that have the correct airports for your group. NB. The group doesn’t need to all depart from the same airport, you can mix and match as long as the flights are available.

Q: If I book a holiday with you and the price reduces after my booking is made, can I get the difference refunded?

A: In a word, no. The holiday industry sells perishable goods which decrease in price the closer you get to their “sell by date”; the departure date. As such Tour Operators reserve the right to reduce the prices or offer special offers in order to sell their stock. If you book a holiday, you are not able to claim the difference back at a later stage.


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