Find all the most
frequently asked questions
Are household linens included?
That information is given on each individual marketing listing. If household linens/bedmaking are not included, you can book these online or call one of our holiday advisers.
How do I take an option on a property?
Either by phone or online if you have received an option from us. Booking and payment can be made via your client space. You can also book any additional services for your stay online.
How do I choose a rental property?
We recommend you start your search by selecting the number of people you need the property to accommodate. Then you can refine your search by sector in the resort of Les Gets. The address and GPS coordinates are always given in the marketing information. Each property has a photo presentation as well as a virtual tour.
Will the beds be made before I arrive?
Some accommodation includes this service. Details will be in the marketing information. If bedmaking is not included you have the option to request it.
Is baby equipment included or to be paid on top? How do I book it?
Baby equipment such as high chairs, travel cots and sheets are an additional option. Certain properties have this equipment and in this case, the information will be given in the marketing info.
How do I confirm my booking and sign my contract?
You can do this in your client space on the extranet. You will be given an access code when you receive your rental contract. The down payment (25% of the rental total) will be requested in order to confirm your booking. If you are undecided, you can exercise a retraction period of 5 days after which we will send you a reminder to sign the contract.
Where is my booking confirmation email?
Check your spam and junk folders. If you can’t find it, please contact the agency.
When is the balance payable?
The balance, including the tourist tax, will be requested a month before your arrival. During this period, you can still add other additional services.
What methods of payment are accepted?
We accept all card payments (including American Express) and cheques. We do not accept down payments or balance payments in cash.
Can I take out insurance?
Most of our accommodation includes holiday cancellation insurance. If the commercial description states that there is no insurance, we can put you in touch with our firm for a direct policy.
Can I cancel or modify my booking?
The down payment definitively reserves your accommodation. However, cases of force majeure may be considered by our cancellation insurance. For more information on claims, contact the agency.
Are animals allowed in the accommodation?
If they are it will be mentioned in the marketing description. If you want to bring your pet, we suggest you give the age of the animal, its breed and its habits so that our advisers can make note of this information.
What happens if there is no snow?
Insurance for lack of snow is included in most contracts in the cancellation insurance. In this case, certain conditions must be met to ensure that your claim can be processed
Are snow chains obligatory?
In the event of heavy snowfall, we strongly recommend you are properly equipped, either with snow tyres in good condition or with snow chains. Some accommodation is difficult to access and this will be mentioned in the descriptions for each property reference.
From what time can I check in?
Key handover takes place between 5 pm and 7 pm. If you arrive earlier in resort, please come to the agency to complete the check-in formalities. We will take your contact details and let you know if your accommodation is available earlier than stated on the booking.
Can there be more members of our group than stated when booking?
Yes, if your property can accommodate extra people or you have let us know with sufficient warning so that household linens can be provided. Tourist tax will be applied for additional occupants.
Where do I pick up the keys?
At the agency.
Do I have to come to the agency to fetch the keys?
Yes, the handover of keys can only take place once the deposit has been paid.
Where can I park if I arrive early?
You can park in the underground car park (to be paid for in winter) of the resort, which is located 100m from the agency. You may also be able to park at your accommodation whilst you wait for it to be ready.
What do I do if I arrive earlier than expected?
You can come to the agency to complete all the administrative formalities. Once your accommodation is ready you can fetch the keys and make yourselves at home.
What do I do if I arrive later than planned?
Please try to contact the agency before 7 pm. We will take your deposit over the phone and explain the next steps.
Do I have to pay a deposit?
Yes, always. Payment of the deposit allows you to obtain the keys to your accommodation and have the arrival and departure inventories.
How do I pay my deposit?
Either by cheque or by credit card.
Where do I find the WiFi code?
The WiFi code is given on the first page of the welcome book in your accommodation.
How do I contact the agency in the event of a technical problem?
The agency has a concierge service telephone number exclusively for emergencies. This number is listed on the first pages of the welcome book in your accommodation.
Where are the bins?
All accommodation is provided with a “welcome book” which shows you where the nearest bins are.
How do I book ski/mountain bike lessons?
We can book your ski and mountain bike lessons for you. In order to do so, give us the full name(s) of the person(s) concerned, their age(s), the type of lesson required and the dates.
How do I book my ski/mountain bike pass?
We can book your ski and mountain bike passes for you. In order to do so, give us the full names of the person(s) concerned, their age(s), the type of pass required and the dates.
How do I book my ski/mountain bike equipment?
By contacting one of our advisers who will either give you a link with a discount code or take your order.
How do I book an airport transfer?
Our agency works in partnership with an airport transfer company that will take care of your arrival and departure. If you would like this, please contact the agency.
Can I have shopping delivered before I arrive?
It will be our pleasure to take your order and organise a delivery to your holiday accommodation.
Where can I leave my bike in summer?
If your accommodation does not have secure storage (large cave, secure garage) we can book a place in the bike store in the centre of the resort for a preferential rate.
What is Multi Pass?
The Multi Pass included with your accommodation gives you access to more than 60 unlimited activities in the 12 village resorts of the Portes du Soleil. Enjoy it alone, as a couple, with your family, in a group… for only €2.5 per day of stay or €13 for one day (conditions of summer 2023)
The Multi Pass gives you unlimited access to:
24 ski lifts for pedestrians
Mountain swimming pools and lakes
Mini-golf and skating rinks and many other activities…
For children under 5, the Portes du Soleil Multi Pass is FREE!
Another advantage: With your valid Portes du Soleil mountain bike pass (excluding season pass and 6 non-consecutive days), and subject to a stay with a participating accommodation provider, the Multi Pass is offered to you within the limit of the period of validity. of the mountain bike pass.
*Offer valid from June 10 to September 10, 2023, according to availabilities
What is the latest we can leave the accommodation?
You must leave your accommodation at the latest 10 am. During high season, we advise you plan to leave early, between 6 and 8 am.
Do we need to clean?
Cleaning is always included in your rental. However, we ask that you leave the accommodation clean, empty the dishwasher, take out the bins, and put all used linens (towels, bed linens etc) in the textile bag provided for you in your accommodation.
What should I do if I am leaving outside of agency opening hours?
You can leave the keys to your accommodation in a secure safe. Our advisers will let you know where to find this.
Why do I need to let the agency know the time of my departure?
This information is essential for our housekeeping team who will come in precisely from the time of your departure.
What should I do to make the most of my last day in the resort? (Agency bag drop)
You can leave luggage at the agency during opening hours and subject to available space.
When will my deposit be cancelled?
Your deposit may legally be kept for up to 1 month, however, our advisers do their best to cancel your deposit the week after your departure if no damage has been observed. You will receive an email confirmation. If damage is found we will make contact with you and send photos to illustrate our observations. In this case, the deposit is retained (for a maximum of 2 months) whilst repairs are undertaken.
What happens during the departure inventory?
If the arrival inventory is accompanied, an appointment will be made so that the departure inventory also takes place with the presence of a member of the agency. If your arrival inventory was unaccompanied, then we will simply ask you to complete and submit your copy of the inventory.
How can I pre-book the same accommodation for next year?
Before you leave we will ask you to confirm your criteria with our advisers who will check the availability of the property and give you an estimated price. A pre-booking is not a firm booking as owners take priority when the booking calendar is opened. In the event that the accommodation will not be available, our advisers will do their utmost to find you the best alternative.
How do I review my stay?
Once your deposit is refunded, we will send you a Google link which will allow you to rate the quality of your stay and write a review.
How do I contact you?
You can contact us by email or telephone to let us know of any suggestions or feedback regarding your stay.
What happens if a member of my group or I get Covid before and/or during our stay?
If your accommodation includes cancellation insurance or if you have taken out a policy through us, your file will be handled whether before or during the stay. In order to see we will request to see certain proofs.
What happens if there is a lockdown or borders are closed?
Your file will be handled by our advisers and the owners of the accommodation. From experience, several alternatives may be offered (total or partial refund, rollover of booking etc)
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