Frequently asked questions

To make a booking you can contact our reservations office by:
Telephone: 01273 257008 Ext. 2
Email: joanne@mountainsunfrance.com or
the contact form on the website.

A deposit is required to reserve the room at the time of booking, with the balance due eight weeks prior to travel.

SHORT BREAKS
A deposit of £150 per person with balance due eight weeks prior to travel.

7 NIGHT OR LONGER STAYS
A deposit of £200 per room with the balance due eight weeks prior to travel.

We strongly recommend you take out insurance against cancellation. We request that you notify us in writing of your intention to cancel.

The following terms apply: Notice received more than ten weeks prior to travel : forfeit deposit. Notice received less than ten weeks prior to travel : 100% of invoice. Should you be forced to cancel your holiday less than ten weeks prior to travel and we are able to re-sell your room/s we will refund the full amount LESS the deposit.

No, but we do offer in house equipment rental at all our chalets for your convenience and at great value.

Click here to see our equipment hire details.

No but if you would like to arrange a guide, ski or snowboard school, courses or tuition please ask and we can recommend qualified instructors and help you to make arrangements.

Click here to see our reccomendations.

We strongly recommend you check through the emails you receive setting out exactly what is included in the price of your holiday, as this can vary from chalet to chalet and whether you are travelling in one of our special offer periods.

DURING MAIN WINTER SEASON :

CHALET HOTEL LES MELEZES, TIGNES
Seven-night stays include catered accommodation and six-day full area lift pass. Set time transfers are available at £80 return. Short breaks include set time evening transfers, catered accommodation and a full area lift pass. Chalet day off is Tuesday and no evening meal is provided but staff will recommend restaurant and take away options – our bar will be open.

CHALET QUATRE SAISONS, LA ROSIERE
All lengths of stay include set time evening transfers, catered accommodation and full area lift pass. Staff day off is Saturday and no evening meal is provided – staff will recommend restaurant and take away options and you can have full use of the chalet, except for the kitchen.

CHALET PERE MARIE, VILLAROGER, LES ARCS
All lengths of stay include set time evening transfers, catered accommodation and lift pass. This chalet is catered every night.

SHORT BREAK FIRST NIGHT MEAL
Our set time transfers are in the evening and arrival time is usually around 21:30. On the first night of your stay, we provide a late supper of soup, bread, cold meat and cheese. If you make your own transport arrangements and check in earlier in the day a full evening meal can be arranged at a small supplement if booked in advance.

Yes, if you need to make changes to your booking let us know and we will do our best to help you. Charges may apply in some cases depending on what changes you wish to make.

No, but we can help you to find suitable flights – contact our reservations office for help.

We can accept payment by bank transfer or you can make an online payment using debit or credit cards. Sorry we are not able to accept American Express.

If arranged at least a week in advance, we can cater for special diets  (charges may apply to some diets where special ingredients need to be ordered and purchased).

During the school holidays, we offer a child-friendly, two course evening meal served earlier in the evening. This needs to be booked in advance and cannot be changed once in resort.

Yes, towels are provided free of charge in all our chalets. It is also possible to hire a dressing gown for extra comfort and useful for walking to the hot tub. Ask a staff member for details. Please also note that only one set of towels is provided on short breaks and one mid week change for seven night stays.

The rooms in our chalets do not have hair dryers, if you wish to borrow one please ask a member of staff. It is recommended that you bring one with you if you need to use one often.

No, currently we do not have any clothing for hire during your stay.

Here are the essentials

Passport
Money
Ski Jacket
Waterproof trousers/salopettes
Waterproof gloves
Thermal base layer
Mid Layer (e.g. fleece, hoodie)
Ski socks
Sun cream/block
Lip Balm
Sunglasses
Goggles
Hat (and/or helmet – you can rent a helmet from us if you don’t have one)
Neck warmer/buff
Comfortable clothing for evenings

The weather is very changeable in the mountains, prepare for anything, It is advisable to bring layers and a small ruck sack so you can easily add or take off layers during the day.

You will need your passport. Make sure you have adequate travel insurance. You should also have a European Health Insurance Card; Apply here

We offer Geneva transfers to and from all of our chalets as follows:

CHALET HOTEL LES MELEZES
Out: Sunday. Monday and Thursday evening collecting 1900 – 19:30 (for flights that land by 19:00) Sunday morning for flights that land by 10:30.
Return: Sunday, Monday and Thursday evening leaving resort at 16:00 (for flights from 2030 onwards) and Sunday morning (earliest departure 06:00 for flights from 10:30/latest departure 0800 for flight from 12:30 onwards)

CHALET PERE MARIE
Out: Every evening except Tuesday collecting 19:00 – 19:30 (for flights that land by 1900).
Return: Every afternoon except Tuesday leaving resort 16:00 for flights from 2030 onwards.

CHALET QUATRE SAISONS
Out: Tuesday and Friday evenings Tuesday collecting 19:00 – 19:30 (for flights that land by 1900).
Return: Tuesday and Friday afternoon leaving resort 16:00 for flights from 20:30 onwards.

Sometimes we can accommodate flights that are at different times – there may be a charge for this. If we cannot accommodate your flight we can suggest alternative companies and help you to find something more suitable.

Where transfers are provided free of charge we do not offer a discount if you opt out of this service, please discuss your circumstances with our reservations office.

In the event of a delay, if at all possible we will ask our driver to wait. There are instances when the delay is too long or we have a commitment to other guests which means this is not possible. We can assist with helping you find alternative transport, but this will be at a cost to you and we suggest you have adequate insurance.

Transfer Indemnity : we offer a low cost indemnity scheme against missed outward transfer connection. The cost is £15 per person which must be paid at the same time as the holiday/transfer payment. If your flight is delayed and you have taken out the indemnity we will make alternative arrangements for you to get to Mountainsun France accommodation as quickly and safely as possible, up to the value of £150. This will save you having to make an insurance claim.

You will be asked to fill out a questionnaire in resort at the end of your stay. If you wish to offer further feedback on your return you can contact the reservations office. Any feedback is valuable to us and taken seriously.

You should contact our reservations office and tell us your requirements. We will keep your details and contact you with a quote once we are ready to go on sale.

ABOUT US

At Mountainsun France we specialise in accommodation in prime skiing locations. Our chalets are in Tignes, Villaroger (Les Arcs) and La Rosière. We are staffed by keen skiers and snowboarders with the aim of delivering great value to our guests. We take pride in providing a high level of service and many of our guests return to stay at our chalets again and again.

JOANNE BARRACLOUGH
UK Office – Sales, Reservations and Admin
01273 257008 Ext 2 / 07808 722740
joanne@mountainsunfrance.com

Jo looks after reservations, sales and after sales as well as planning and logisitics for our French chalets. She first joined Mountainsun in 2004 as a chalet host in San Cassiano and joined the reservations team in 2007 after her son Saul arrived. Jo loves skiing and snowboarding and generally being in the mountains (summer or winter). She is based in North Cornwall and is an enthusiastic trail runner and a love of being outdoors whenever the opportunity allows.

AMY DAWSON
Chalet Hotel Les Mélèzes Manager
Amy@mountainsunfrance.com

Amy joined Mountainsun France Ltd in November 2012, initially for the winter season at Les Mélèzes. Six months later after quitting her job in the UK, Amy swapped Yorkshire for the Alps and has been managing Les Mélèzes ever since. From riding the mountains on her snowboard in winter, to tackling the local cols on her road bike in summer, Amy enjoys all the mountains have to offer. Amy and Matt enjoy welcoming back all the regulars at the Mélèzes and meeting the new guests!

MATT THOMAS
Ski Rental, Maintenance and Renovations Manager
matt@mountainsunfrance.com

Matt was a regular guest at the Mélèzes before becoming part of the company. He did an initial winter season in 2012, came back the following winter and never left! Matt is in charge of our ski rentals and ongoing renovations and maintenance at the Mélèzes. He is a passionate snowboarder in winter and mountain biker in summer, trying to fit as much of it in as possible in between making and fixing stuff! Matt enjoys welcoming back all the regulars at the Mélèzes and meeting the new guests!

ELLIE GREEN
French Operations Manager
ellie@mountainsunfrance.com

Ellie joined Mountainsun in January 2011, initially as Manager of Les Mélèzes, Tignes before focusing on French operations for the company from 2012. She was keen to get back out to France having done her degree in French as well as previously working in both retail and property in the Alps. Ellie is now based in France year round and loves being in the mountains, particularly in the summer when she makes the most of her road bike and long hikes with her cocker spaniel, Jam.

DEV JAFFE
Operations Advisor

Dev worked as a chalet girl in the Dolomites in the 1980s. She is a superb cook and particularly enjoys baking. She can often be found in one of our chalet kitchens during the early winter season producing delicious cakes and biscuits for afternoon tea and passing on her recipes to the winter staff. Dev has an ebook on Amazon with many of the chalet menus and is developing our Chalet School, which will offer chalet host courses – invaluable to anyone considering working in the chalet industry.

JEANNE PETERSON
HR / Recruitment
07874 212904
jeanne@mountainsunfrance.com

Jeanne is head of human resources at Mountainsun France Ltd. Her duties include staff recruitment and payroll.

Terms & Conditions

1. BOOKING & PAYMENT
A completed booking form MUST be returned by the person making a booking, preferably for each room. We cannot confirm a reservation without receiving this. The person signing the Booking Form is deemed to accept these Booking Conditions on behalf of all party members named on the form.

 

PRICES
All rates shown on our website are subject to availability and we reserve the right to increase or decrease our prices at any time prior to your booking being confirmed.

 

SKI & BOARD CAMP / SHORT BREAKS (SUMMER & WINTER)
Payment must be made in full at the time of booking. No booking will be confirmed until full payment has been cleared and a booking form has been received.

 

SEVEN-NIGHT STAYS (SUMMER & WINTER)
DEPOSIT
We require a deposit of £200 per room. The deposit is accepted as the first instalment of the holiday payment after confirmation of the booking by Mountainsun France Ltd (the company) and is only refunded if the booking is not accepted by the company. No booking will be confirmed until payment has cleared and a completed booking form has been received.

 

BALANCE
Payment must be made in full eight weeks prior to the start date of the holiday. In the case of bookings made within eight weeks of the holiday start date, full payment is due at the time of booking. If the company has not received the balance by the specified dates it reserves the right to cancel the booking.

 

PRICES AND CURRENCY VARIATIONS

All rates shown on our website are subject to availability and we reserve the right to increase or decrease our prices at any time prior to your booking being confirmed.

Our prices have been calculated using the exchange rate of €1.15 to £1.

Fluctuations in currency value mean that we may need to apply surcharges if the exchange rate falls.

10 weeks before your departure date (or on the day of booking where reservations are made less than 70 days before departure), we will check the value of the Euro on XE.com

If the value of the Euro is lower than €1.15 to £1 we will apply a currency surcharge to your invoice total.

The amount of any surcharge will not exceed 10% of the invoice total as will absorb any excess.

 

2. INSURANCE
All guests MUST be in possession of a valid insurance certificate covering European travel, and winter or summer sports (if applicable).

 

3. CANCELLATION
Cancellation must be made in writing and will be effective from the date the company receives the cancellation. We suggest you arrange insurance covering cancellation, please refer to our Insurance section.

The following cancellation charges will apply:

SHORT BREAKS
Notice received more than ten weeks before departure – forfeit 25% of invoice.
Notice received less than ten weeks before departure – 100% of invoice total. Should you be forced to cancel your holiday less than ten weeks before departure, we will refund 75% of payment if we are able to re-sell the room.
Seven night stays (Summer & Winter)
Notice received more than ten weeks before departure – forfeit deposit
Notice received less than ten weeks before departure – 100% of invoice total
Should you be forced to cancel your holiday less than ten weeks before departure, we will refund the full payment less deposit if we are able to re-sell the room.

 

4. NAME CHANGES
We can make guest substitutions or name changes to a reservation in some circumstances at our absolute discretion.

 

5. FORCE MAJEURE
The Company cannot be held responsible for weather conditions such as avalanches, mud slips, lack of snow etc, which may affect clients skiing or transfers. However, in the case of resort closed due to lack of snow, the company will offer transport to one of the nearby resorts if open, or offer a range of other facilities. The cost of transport and activities to be borne by the client. We suggest you arrange adequate insurance.

 

6. COMPLAINTS
In the event of any dissatisfaction with the accommodation or service provided by the company, the matter must be reported immediately to the Resort Manager in the first instance, and we will endeavour to rectify the problem whilst you are still in residence. On return, please report any dissatisfaction to a Director, via our reservations office.

 

7. AIRPORT TRANSFERS
Our transfers are timed to serve several flights; we may visit another airport, or make a stop to collect/drop off en-route.

Full flight details (arrival time, departure and arrival airports and flight number) and a “live” mobile phone number must be provided in advance. It is the responsibility of the client to provide us with the correct flight details and to check the information is correct on our “My Booking” guest website and inform us of any errors.

In the event of a missed transfer (by you), we regret we are unable to refund payment.

In the event of flight delay, if at all possible we will ask our driver /vehicle to wait. In instances where we have a commitment to other guests or are unable to wait, we can assist with the arrangement of alternative transport but the cost of this will be borne by the client. We suggest you arrange adequate insurance.

Transfer Connection Indemnity: We offer a low-cost indemnity scheme against missed outward transfer connection. The premium must be paid at the same time as payment for the holiday /airport transfers, and flight details must be provided. If your designated flight is delayed, we will make alternative arrangements up to the stated value to get you to your Mountainsun accommodation as soon as safely possible

Premium £15 per person/value of cover £150 per person

 

8. DATA PROTECTION (REGISTRATION ZA281307)
Please be assured that we have measures in place to protect the personal booking information held by us. We respect your personal data; we will not sell it to anyone. We will only release it to others when essential to deliver your holiday (lift passes for example).

 

9. SMOKING
All our chalets are no smoking or vaping. Smokers are welcome but will be asked to smoke outside in designated areas.

 

WEBSITE CONDITIONS

 

1. INTRODUCTION
Use of this website and the services provided via it are conditional upon you accepting the following terms and conditions. Unless otherwise specified, your acceptance of this User Agreement shall be indicated by your use of and/or registration with www.mountainsunfrance.com. These terms and conditions and our Privacy Policy, (together the “User Agreement”) form our entire agreement with you in respect of non-chargeable use of Mountainsun France Website and supersede any prior agreement or arrangement with you in respect of Mountainsun France Website. If a company name is inserted in your registration request, then the User Agreement shall be between us and that company and accordingly unless the context otherwise requires, references to “you” and “your” in this User Agreement shall also be to that company. The purchase of services from us is subject to our Terms and Conditions. If there are any updates to this User Agreement or to the Terms and Conditions of Purchase, we will bring this to your attention on the home page of Mountainsun France Website.

 

2. AVAILABILITY OF MOUNTAINSUN FRANCE WEBSITE
We will endeavour to ensure that Mountainsun France Website is available 24 hours per day without any interruptions. However, we reserve the right to make Mountainsun France Website unavailable at any time or to restrict access to parts or all of Mountainsun France Website without notice. Mountainsun France Website is a general information service. We will endeavour not to make it misleading, but we cannot guarantee that the information accessible on or via Mountainsun France Website is accurate, not-misleading, complete or up to date.

 

3. USE OF MOUNTAINSUN FRANCE WEBSITE
Mountainsun France Website is designed for your personal, non-commercial use and you must not use it in any other way without our consent. Except as permitted under applicable law, you must not use, copy, translate, publish, licence or sell Mountainsun France Website or any materials or information in Mountainsun France Website or the structure, overall style and program code of Mountainsun France Website without our consent. If you wish to make a request for consent, please contact joanne@mountainsunfrance.com

 

4. YOUR CONTRIBUTIONS
You agree to only use Mountainsun France Website for lawful purposes and that any information that you provide in connection with, or which forms part of, Mountainsun France Website will be, as far as you are aware, true and accurate and will not infringe any copyright or trade mark, or any right of privacy, publicity or personality or any other right, whether registered or unregistered, of any other nature or any person, or be obscene or libellous or blasphemous or defamatory and you agree to indemnify us against all claims, proceedings, damages, liabilities and costs, including legal costs arising out of your breach of this term. We cannot make any assurances about the information or contribution made by any other user and you should exercise caution before acting or otherwise relying upon any information you obtain via the Mountainsun France Website.

 

5. LINKS
Mountainsun France Website includes links to other internet sites. Without limiting what we say elsewhere, we make no representations or warranties about those sites or their content, nor that the links work. If you wish to link to Mountainsun France Website you may only do so at www.mountainsunfrance.com . Details of our linking arrangements may be obtained from joanne@mountainsunfrance.com

 

6. DATA PROTECTION
It is your responsibility to ensure that that you give us an accurate and valid email address and other contact details and tell us of any changes to them, however we cannot make any assurances about any other user you may meet using the Mountainsun France Website. We comply with all applicable Data Protection laws in the UK.

 

7. INTELLECTUAL PROPERTY
Mountainsun France Website, its style and structure, and the materials and information on Mountainsun France Website are protected by copyright and other intellectual property rights, and may not be used by you except as expressly provided in this User Agreement. The authors of the documents in Mountainsun France Website assert their moral rights.

8. OUR LIABILITY
Since a substantial part of Mountainsun France Website is both free and available to all, it is a condition that your use of Mountainsun France Website is at your own risk. We shall not be liable to you or in breach of this User Agreement for any delay or failure to perform any obligation if the delay or failure is due to a cause beyond our reasonable control including, without limitation, the blocking or restricting of information to and/or from our network. Except as expressly provided in this User agreement, we disclaim any further representations, warranties, conditions or other terms, express or implied, by statute, collaterally or otherwise, including but not limited to implied warranties, conditions or other terms of satisfactory quality, fitness for a particular purpose or reasonable care and skill. Save as provided below, we disclaim all and will not be liable in contract, tort (including, without limitation, negligence) or otherwise arising in connection with this User Agreement or the Mountainsun France Website for:

consequential, indirect or special loss or damage;
any loss of goodwill or reputation;
any economic losses (including loss of revenues, profits, contracts, business or anticipated savings), in each case, even if we have been advised of the possibility of such loss or damage and howsoever incurred. Our maximum liability to you in contract, tort (including, without limitation, negligence) or otherwise arising in connection with this User Agreement or the Mountainsun France Website shall be limited to £50. Notwithstanding any other provision of this User Agreement, we will be liable to you without limit for any death or personal injury caused by our negligence and to the extent that liability arises under Part 1 or section 41 of the Consumer Protection Act 1987 and for liability arising from statements made fraudulently by us.

 

9. SMALL PRINT
Either of us may terminate this User Agreement at any time. You may not transfer any of your rights or delegate any of your obligations under this User Agreement without our prior written consent. If we fail to enforce any provision of this User Agreement, that failure will not preclude us from enforcing either that provision (or any similar provision) on a later occasion. Nothing in this User Agreement shall confer on any third party any benefit or the right to enforce any term of the User Agreement. This User Agreement is governed by English law and any dispute connected with this agreement is subject to the exclusive jurisdiction of the English courts. Nothing in this User Agreement affects your statutory rights as a consumer.

 

10. COMPLAINTS
If you believe that your intellectual property or other rights are being infringed by the Mountainsun France Website, or if you are dissatisfied with Mountainsun France Website or any aspect of our service, in the first instance please contact Mountainsun France Reservations Office , UK 01273 257008 Ext 2.

Privacy Policy

This policy covers all users who register to use this website (“Mountainsun France”). It is not necessary to register in order to gain access to the searching facilities of the site, but we may restrict access to certain areas.

1. NOTICE
During our registration process, we ask for personal information that both identifies you and enables us to communicate with you. We will use the information you provide only for the following purposes:

To send you newsletters and details of offers and promotions in which we believe you will be interested.
To improve the content, design and layout of the website and to facilitate knowledge management.
To understand the interests and buying behaviour of our registered users.
To perform other such general marketing and promotional activities focused on our products and services.
This site contains links to other sites. Mountainsun France is not responsible for the privacy practices or the content of such web sites.

2. CONSENT AND CHOICE
If you choose not to register or not provide personal information, you may still visit the Mountainsun France website but you will not be able to access the restricted areas available to registered users. By completing the registration process, you accept the Terms and Conditions described and consent to our using your information accordingly.

3. ACCESS
You can review your personal information at any time to ensure it is correct and current. You will be able to update, correct, change or delete inaccurate details.

4. SECURITY
We have taken appropriate measures to ensure that your personal information is not unlawfully processed. Mountainsun France uses industry standard practices to safeguard the confidentiality of your personal identifiable information, including “firewalls” and Secure Socket Layers. However, no information transferred over the Internet or wireless network can be guaranteed to be completely secure. We employ many different security techniques to protect such data from unauthorised access by users inside and outside the company.

5. MINORS
The Mountainsun France website is not intended for children and we ask that no one under the age of 18 submits personal information to us or uses the site without supervision of a parent or guardian.

6. CHANGES TO THIS POLICY
If we decide to change this privacy policy, we would post such changes on this page so that you are always aware of what information we collect, how we use it and under what circumstances we disclose it.

7. COOKIES

This website uses cookies to distinguish you from other users of the website.  This helps us to provide you with a good experience when you browse our website and also allows us to improve the website.

By continuing to browse the website, you are agreeing to our use of cookies as set out by this policy.

  1. INFORMATION ABOUT COOKIES

A cookie is a small file of letters and numbers that, if you agree to their use, is stored on your browser or the hard drive of your computer or device.  They contain information that is transferred to your hard drive.

The cookies that we could use can be split into the following categories:

  • Strictly necessary cookies. These are cookies that are required for the operation of the website.  They include, for example, cookies that enable you to log into parts of the website.
  • Analytical/performance cookies. These cookies allow us to recognise and count the number of visitors to the website and to see how they move around within the website when they are using it.  This helps us to improve the way the website works, for example, by ensuring that users are finding what they are looking for easily.
  • Functionality cookies. These are used to recognise you when you return to the website.  This enables us to personalise our content for you, greet you by name and remember your preferences (for example, your choice of language or region).
  • Targeting cookies. These cookies record your visit to the website, the pages you have visited and the links you have followed.  We may share this information with third parties (see our Privacy Policy for more information on how we use information we collect from you).
  1. THE COOKIES WE USE

We use the following cookies:

Category Cookie Name Purpose Duration
Visitor Analytics _ga Used by www.mountainsunfrance.com to see how our website users navigate the site. 2 Years
Visitor Analytics _gat_gtag_UA_1893933-1 Used by www.mountainsunfrance.com to see how our website users navigate the site. Until you close the browser
Visitor Analytics _gid Used by www.mountainsunfrance.com to see how our website users navigate the site. 1 Day
System wordpress_logged_in_x A core system cookie that is used to maintain website logins. Until you close the browser
System wordpress_sec_x A core system cookie that is used to maintain website logins. Until you close the browser
System wordpress_test_cookie Used by WordPress to check that cookies work Until you close the browser

Please note that third parties (including, for example, advertising networks and providers of external services like web traffic analysis services) may also use cookies, over which we have no control.  These cookies are likely to be analytical/performance cookies or targeting cookies.

  1. HOW YOU CAN BLOCK COOKIES

You can block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies.

However, please be aware that blocking cookies may affect your ability to use the website.  In particular, you may not be able to access all or parts of the website or use the functionalities contained on it.