FAQs
Frequently Asked Questions
General
Without question we recommend that you have adequate insurance cover. From disruptions to your travel plans to unforseen accidents, good insurance will at least ensure you are compensated or cared for as well as possible.
We have a long list of guests that like to hear from us! You can either sign up for our newsletter (use the ‘contact’ tab above) and put in the comments section if there is specific information that you are interested in or just email us directly and we will do the processing for you.
Alternatively you can keep up to date with all that’s ‘Alp Leisure’ on our Facebook page https://www.facebook.com/#!/alp.leisure
Whilst we hope that you will not need to do so, we do appreciate that you may, on occasion, need to cancel your holiday. Obviously you are able to do so, but Alp Leisure Terms and Conditions will immediately apply, so please ensure that you have read them closely. These are available for your perusal under ‘Availability and Pricing’ above.
Again, we do recommend that you have insurance that adequately covers you for unforeseen circumstances which may result in you needing to cancel your holiday.
Our Customer Services Manager is available to help organise the finer details of your holiday. Whilst she is not in the office full time, an email will receive a speedy response or you are welcome to call during office hours to speak directly with her.
Once you are in resort, your Chalet Manager should be able to help with most requests, but do feel free to call our office should you need us.
Billing
On arrival at the chalet you will be asked for a swipe of your Visa or MasterCard as security against your end of week invoice.
We can then present you with one bill at the end of the week with all the details of food, wine, ski passes, ski hire, massage, transfers, guides/instructors etc we have purchased on your behalf.
You can pay by Euro cash, Euro cheque, Traveller’s cheque, Mastercard or Visa. It means no queueing up at the ski shop to pay your bill or having to get oodles of cash to pay the ski guide.
N.B. Of course for those using our Tout Compris service you will only be billed for services above and beyond what’s included in this service.
Because our approach means you get EXACTLY the holiday you want with no compromises. So it’s up to you, all options are open. You CAN choose our fully inclusive package “Tout Compris”, alternatively many of our regular clients love the option to choose exactly how their holiday is made up so we also have our “A La Carte” option which means you can choose the menu, the wine, whether you have lunch etc.
Food & Wine
If you have chosen our “Tout Compris” service then you will not have any food bills as your breakfast, afternoon tea, and evening meals are included 6 nights a week.
If you have chosen “A La Carte” the total food cost is down to your choice – if you enjoy a full English breakfast, lunch in your chalet each day, canapes and a 4 course evening meal, then your end of stay invoice will be higher per person than a simpler menu. However, each Chalet Chef will provide a Signature Menu for you to peruse and we find that guests that follow these suggestions usually spend about 160euros per adult for the week on their food.
Children do tend to be less expensive, because they consume less. However, if you request organic food for your children, then do be aware that this can add to the total cost of their food.
For our “Tout Compris” service this is the case and is included in the price.
For our “A La Carte” guests, you can choose exactly what you eat and how many courses. You can eat out as many times during the week as you like or invite friends for dinner (providing you have give the chef at least 24 hours notice).
For “Tout Compris” your menu is set in advance and is included in your holiday.
For “A La Carte” You are free to create your own menu, work to your chef’s Signature Menu or a combination of the two. If you prefer, you can give us a budget to work to and our chef will create a menu around this.
For “Tout Compris” guests this is not possible although if you are an “A La Carte” guest you are welcome to invite friends for drinks or dinner. However, we do ask that you give at least 24hrs notice to your chalet staff.
Extra guests for dinner will be restricted by the amount of space at your dining table and a large drinks or dinner party may require extra staff (for which there is a charge).
Our Chalet Chef and Manager care for our guests on their arrival in resort. In order for them to devote as much time and energy as possible to this task, our Customer Services Manager is available to collate the information on their behalf. She ensures that she has as much information about the chef’s style of catering as possible, as well as the ingredients available to them.
Since you will have many facets of your holiday to organise – lift tickets, ski hire, instructors or guides, childcare, newspaper requests, etc – we have found over the years that it is much more efficient and enjoyable for you to have one main point of contact. The Customer Services Manager can then act as a concierge and pull everything together for you.
For “Tout Compris” guests an option of 3 reds and 3 whites are included in your service as well as Champagne and pre-dinner drinks.
For “A La Carte” guests wine is not included in the cost of your holiday to allow complete freedom, so we have a comprehensive selection of wine available in each chalet (including champagne), and the amount you consume will then be added to your end of stay invoice. We will send you our current wine list with your chef’s Signature Menu in advance of your stay.
If you have a particular wine that you would like us to source, then please ask in advance and we will do our utmost to secure it for you. Alternatively, you are welcome to send your own wine in advance of your arrival – please discuss this with the Customer Services Manager.
You are welcome to send your own wine or drinks in advance of arrival or bring them with you.
We ask that you co-ordinate this with our Customer Services Manager. She will provide the delivery address and then organise for the safe delivery of the wine to your chalet or let your staff know that you will be bringing supplies.
The tap water in our chalets is safe to drink – indeed, it has a wonderful ‘fresh mountain stream’ taste preferred by many to the bottled waters! However, we are happy to purchase bottled water (both still and sparkling) on your behalf for both table and bedroom.
Skiing
No, you do not have to pre-book any services before you arrive to stay with us. However, we do recommend that you do so to ensure a smooth transfer from chalet to slopes.
Our Customer Services Manager is available to collect and collate your information and reserve for fantastic quality ski equipment to be delivered to and fitted in your chalet – no queueing in busy shops. On your departure, the equipment will be collected from your chalet and the total of your hire added to your end of stay invoice – what could be easier?
If you have difficulty getting information from some of your group members, then we can reserve for a chalet visit from our supplier, who will take full details and return later with the required equipment.
Ski instruction (whether with a private instructor or guide or group lessons) is best reserved in advance. We have an extensive list of contacts who we trust to ensure you have a great snow holiday and will meet the requirements of your group. Speak wih our Customer Services Manager and let her know your preferences and she will do her best to match them.
There are many options for ski passes. You can take multi-day tickets for the entire 3 Valleys area, just the local valley or even just the local terrain park! Families with children under 18 (minimum 2 adults and 2 children) can receive a reduction on the price of their lift tickets, which has been popular with many of our guests in the last few years.
As always, our Customer Services Manager will collate required information in advance and the lift companies have supplied us with a system to issue your lift tickets in the comfort of your chalet, so no queueing or even leaving the cosy fireside.
We recommend that you have your own health insurance to cover you for snowsports, or purchase a lift ticket with carre neige (insurance included). This will then ensure that you are covered should an accident occur.
Depending on how badly you are hurt, you will either be taken off the mountain by the pisteurs or you can visit one of the local medical centres. The doctors here are all excellent and well-versed in the accidents that occur, so should be invaluable to you. Payment is then organised via your insurance policy – so read the small print!
Transport
You can either book directly on line at www.firstclass-transport.com or through our Customer Services manager. She will send you a simple booking form which you can return by email or fax.
All Alp Leisure Ltd guests enjoy preferential rates and you will only need to pay a 200 Euro deposit per transfer in advance, the balance can be added to your end of stay invoice.
We offer an ‘in-resort’ chauffeur service which is available from 0800-2200 each day, extended to 0100 on chalet staff night off. This covers Courchevel (all levels) for our guests in Chalet Aster, La Folie Blanche, Dulcis Casu or Lodge Du Ciel and Meribel (all levels) for our guests in Chalets Bartavelles & Tomkins.
You are welcome to reserve this in advance (recommended for those with definite appointment times, like ski lessons, etc) with your Chalet Manager on arrival. We can then slot this into the diary and a chauffeur will be with you at the allocated time and place.
If you require a chauffeur without a reservation, you can call our Duty Chauffeur (number provided on arrival) and we aim for them to be with you inside 15 minutes.
Please note, our Meribel in-resort service does not include Mottaret or Les Allues, these are covered by resort transfers, which you can reserve and are added to your end of stay invoice.
Well being
You are welcome to reserve your massage or beauty treatments either with the Customer Services Manager in advance of your trip (a great way to ensure you have your preferred time and day), with your Chalet Manager on arrival or during your stay or directly with our Beauty Therapists. Once in resort reservations are allocated according to availability and we will do our best to meet your request.
Both Meribel and Courchevel have Medical Centres and Pharmacies for any serious illnesses or accidents. However, as always it is useful to have a basic first-aid kit with you for headaches, muscle aches and blisters, etc.
As parents, we also recommend that you bring for your children the pain relief medication that they use at home, so that you can relax in a true ‘home from home’.
Staff
Tipping is completely at your discretion but we are often asked for a guideline and we recommend between €15 to €30 per guest per member of staff. If you would like to leave tips for the chauffeurs, nannies or beauty therapists, your chalet manager will be happy to provide you with envelopes.
Generally properties that changeover on a Saturday will have the staff off on a Tuesday, and those with changeover on a Sunday have staff off on a Wednesday.
For “A La Carte” guests, if you would like to change your chalet staff day off we ask that you give us at least 4 weeks notice and we will do all we can to oblige.
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