Frequently Asked Questions

All relevant information is here!

Payment, cancellation, handing over keys... you will probably find the good information in this section.

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Head to the My Account page of our website (icon on the top right) and click on “Forgotten password” after entering your email address. 
If you have changed your email address and your new address is not in our database, contact our booking office on + 33(0)4 79 06 83 92 to recover your account information.

Is there any point in taking out cancellation insurance?

  • Cancellation insurance provides extra security, guaranteeing you a refund of the amount paid if you are able to show the proof required by the insurance provider, as well as covering you for any risks connected with renting a property. It is also the only way of insuring yourself against the individual consequences of Covid (travellers who contract the virus or test positive in the 7 days preceding their stay or a traveller stranded due to the transport provider’s refusal to allow them to board due to a high temperature). 

  • Nevertheless, if you do not wish to take out “rental – cancellation” insurance, you still have to cover yourself against rental risks, theft, fire and water damage.

  • ​If you neglect to take out suitable insurance cover, you are considered to have made it your own personal matter and must therefore deal with any consequences. 

  • ​If you have paid by bank card, please check with your bank to find out what “rental-cancellation” cover they provide. 


I have already booked my accommodation, but I would like to change it. What should I do? 

  • Any changes made to your booking are considered cancellations unless we are able to modify your booking.

  • If you are forced to cut your stay short or postpone it to a later date, you will only be given a refund if you took out “rental-cancellation” insurance and your insurance covers this.


I have paid the balance, but I want to cancel a service. What should I do?

  • In this case, please contact the Booking Office on + 33(0)4 79 06 83 92 as some of the services incur a cancellation fee. 

No, not everyone in your group has to get a lift pass.
That is what is so great about our packages, because you can select the number of passes you need for your group. This allows you to save between 10% and 30% on your lift passes, depending on the period. The only downside is that we can only sell 6-day Espace San Bernardo passes.

Can I add services to my account once I’m in resort?

  • You are welcome to add additional activities and services to your basket. 

  • However, you must do it at the latest 1 week before your arrival in resort, to allow our service providers to get organised and offer a good service. 

  • Please note, if you are visiting during school holidays, we strongly recommend booking your skiing lessons well in advance.

  • If the balance has already been paid on your booking, please contact our booking office on +33 (0)4 79 06 83 92 to alter your booking.


Can I book activities or services only, without accommodation?

  • No, because in order to benefit from our special discounts you must have booked your accommodation through us. 


Can I add activities and services to my booking?

  • Of course! When you book your accommodation, and up until a week before you arrive in resort, you can book additional services for your stay: the list is available here for winter holidays, and here for summer holidays.


Why should I book additional activities or services?

This allows you to:

  • Organise your stay before you arrive

  • Avoid disappointment if the desired activities or services risk being fully booked 

  • Save time by booking everything in one place 

  • Benefit from special discounts courtesy of the Booking Office 

  • Budget better for your holiday

When will payment be taken for my booking? Can I put it off to a later date?

  • If you are paying by bank card, the money will leave your account within 48 hours of payment and cannot be put off until later. If you pay using a French cheque, there will be a delay before it is sent to the Trésor Public and cashed.

Which payment methods can I use?

  • We accept payments by bank card, bank transfer, French chèques vacances (holiday vouchers) and French cheques. You will be asked to select your chosen payment method once you have entered your details; simply tick the relevant box. 

  • If you pay by French cheque or holiday vouchers, we will put your booking on hold for 7 days, to give you time to post us the cheques, along with the signed contract. 

  • If you pay by bank card, you will be redirected to a secure payment platform.

  • If you pay by bank transfer, we will send you by e-mail our bank details with the contract. Please send us a confirmation by e-mail at


Our booking is for several families; can we all pay separately?  

  • The deposit must be paid in one transaction, but the balance can be paid by different people.   

  • If you are paying by bank card, each person who wants to make a payment must sign into your client account using your login codes, then must enter the amount they wish to pay in the payment module.

  • If you are paying by French cheque or holiday vouchers, you can send several cheques together. 

Is online payment really secure?

  • Absolutely. Our online payment system, PAYBOX 3D Secure, is certified PCI-DSS and fulfils all of the current standards set by professional organisations such as the Bank Card Economic Interest Group (GIE Cartes Bancaires, for bank cards and e-bank cards), Maestro, Visa, MasterCard

Where do I collect my keys from and how do I give them back?

  • Information about how and where to collect your keys is given in the voucher that the Booking Office will email you when you pay the balance of your booking.  

  • It shows the contact details of the agency or person who is in charge of the handover. Once you receive your voucher, you can contact the person or agency concerned to confirm your arrival and departure time. 

  • Please keep their number handy in case you are delayed when travelling to the resort. 

I have booked activities and/or services along with my accommodation. How do I claim them when I arrive? 

  • When you pay the balance of your booking, we will email you vouchers for all of the additional activities or services you have booked. Please read them carefully and print them out, as they contain all the information you will need when you arrive in resort.