TERMS & CONDITIONS

THE LOVELY CHALET COMPANY

TERMS AND CONDITIONS

We are ‘The Lovely Chalet Company Limited’, a company registered in the United Kingdom under Company Number 10490478.  

Our registered address is: FAI Accountants Ltd, 264 High Street, Beckenham, Kent, BR3 1DZ.

A branch of The Lovely Chalet Company Limited is registered in France under SIREN 878146083.

These Terms and Conditions are your contract with The Lovely Chalet Company Limited for the provision of holiday accommodation and services. Please read this document carefully. 
 
Agreed terms:

• Holiday Services - means our service in providing holiday accommodation, food and housekeeping. It does not include travel, transfers, insurance, equipment hire, childcare and ski passes (unless purchased through The Lovely Chalet Company Limited).  

• The Company - means ‘The Lovely Chalet Company Limited’.

• Lead Guest - means an individual making a booking on behalf of others as  well as yourself, you guarantee that you have the authority to act for each of the other people to enter into the contract and that you agree to be jointly and severally liable.

• Legal Jurisdiction - means that the booking is made in the UK with ‘The Lovely Chalet Company Limited’ and is subject to English Law and no other country therein.  

1. Booking and Deposits

Booking requests are made to the Company.  A price quotation for holiday services will be sent to the Lead Guest and room(s) will be held pending payment of a deposit for up to 48 hours after which time the held booking may be cancelled by the Company.   

The Lead Guest is to carefully check the price quotation and a booking will only be confirmed once the Lead Guest has made a non-refundable deposit payment of £200.00 per person (for Chalet Marmotte) or £200.00 per booking (for Apt 13, La Bergerie) to the Company.  The Lead Guest will receive notification by email from the Company that the deposit has been received and the email forms the basis of the contract between the Company and the Lead Guest. 


During the current COVID-19 outbreak the deposit amount has been reduced to £100.00 per person for Chalet Marmotte.

2. Payment of the Balance

For bookings made prior to 10 weeks before arrival the Company will notify the Lead Guest by email that the balance is due 10 weeks before the departure date.  If the booking is made within 10 weeks of departure the full cost of the holiday is to be paid at the time of booking.  The Lead Guest will receive notification by email from the Company that the balance of payment has been received.  
 
The Lead Guest is to ensure all the booking information contained in the confirmatory email is correct and contact the Company immediately (within 7 days of receipt of the confirmation) of any errors in writing (info@thelovelychaletcompany.com).  The Company cannot accept liability for any errors or omissions after 7 days but will endeavour to rectify any errors or omissions in conjunction with our third-party suppliers unless the error or omission was due to the Company’s mistake, in which case the Company will meet any costs accordingly.  The Lead Guest is responsible for any bank charges incurred during the transaction.

If the full balance of the agreed price for your booking is not paid on time the Company reserve the right to cancel your booking.  The deposit will not be refunded under any circumstances unless the booking has been cancelled by the Company as detailed in paragraph 7 or the Company are unable to accept your booking.

Any claim, dispute or matter arising between the Lead Guest and the Company will be dealt with under English Law.  It is the Lead Guest’s responsibility to ensure that the Terms and Conditions are carefully read and understood when the initial booking is made and the deposit is paid. 

3. Provision of Additional Holiday Services

It is the responsibility of the Lead Guest to ensure that all the travel documentation is correct and notify the company of any discrepancy or misunderstanding that may affect the provision of Holiday Services immediately.  The Lead Guest is responsible for the payment of any additional Holiday Services (such as ski passes) in line with paragraph 2.  

4. Prices and Surcharges

The Company will endeavour to maintain the price agreed in the contract between both parties however the Company reserves the right to add a surcharge to the booking if our costs (accommodation, food and other services) are increased by over 10%, based upon an exchange rate of €1.15:£.  Confirmation of the surcharge will be emailed to the Lead Guest and must be paid when the balance of the holiday is due; the Company will endeavour to subsume any price increases into our costs and will only levy a surcharge in exceptional circumstances.  The Company will pass on any direct costs incurred due to any changes in government legislation as a result of the United Kingdom leaving the European Union.  

5. Alteration by the Lead Guest

In exceptional circumstances the Company may transfer the booking to an alternative date requested by the Lead Guest in writing (info@thelovelychaletcompany.com), or by telephone followed up in writing if necessitated by time, if the Company is in a position to do so.  Any change to the cost of the booking will be advised to the Lead Guest, with an administration fee of £30 also applied.

Should any person within the party be prevented from travelling, the booking may be transferred to another person up to 14 days before departure in consultation with the Company via email or telephone.  An administration fee of £30 (or actual costs if higher) will be applied to meet extra expenses incurred by our Suppliers and must be paid by the Lead Guest before any amendments will be accepted.  

Any other alteration should be notified in writing (info@thelovelychaletcompany.com); the Company will do the utmost to accommodate requests whenever possible.  An administration fee of £30 (or actual costs if higher) will be applied to the booking and must be paid by the Lead Guest before any amendments will be accepted.

6. Cancellation by the Lead Guest

Cancellation of a booking will take effect on receipt of written notification (info@thelovelychaletcompany.com) from the Lead Guest.  Cancellations will be acknowledged by the Company.  If the Lead Guest does not receive a confirmatory email within 24 hours they are to contact the Company by telephone on +33 (0) 636 123 500 or +44 (0) 770 222 4530. 

The Company shall be entitled to retain the deposit and payment necessary to cover reasonable costs and losses occurred.  Cancellation fees are levied depending on the period of time the cancellation precedes the departure date.  The table below details the cancellation refund structure:
Number of Weeks Prior to Departure Cancellation Notified Amount Refunded
More than 10 weeks before departure Nil - deposit forfeited
Between 8-10 weeks before departure 40% of holiday cost refunded
Between 4-8 weeks before departure 30% of holiday cost refunded
Between 2-4 weeks before departure 20% of holiday cost refunded
14 days before departure Nil holiday cost refunded
7. Alteration or Cancellation by the Company

Whilst taking steps to mitigate any changes to your booking, circumstances beyond our control may necessitate the Company making alterations; in the majority of cases these changes will be minor and will not significantly alter the Holiday Services provided.  If alterations are necessary we will inform the Lead Guest as soon as possible.  In the very unlikely event of the Company making a major alteration or having to cancel your booking a full refund will be offered.

8. Force Majeure

The term ‘force majeure’ refers to events or actions that could not be foreseen by the Company such as war, threat of war, riots, terrorist activity or some more common occurrences such as strikes/industrial disputes (air traffic control, port or transport), virus conditions (including quarantine), technical issues with aircraft, tunnel or ferry services, fire, nuclear or natural disasters or adverse weather conditions which could affect the holiday services provided by the Company.  The Company will take all reasonable steps to mitigate against any such occurrences but cannot accept any liability or pay any refunds or compensation should an event occur under force majeure.  

9. Passports, Travel and Transfers

Guests are responsible for ensuring all necessary documents (e.g. Passports or Visas) are valid.   The Company does not accept any responsibility for any issues or delays with the travel and transfer arrangements of guests.  As the United Kingdom leaves the European Union, guests are to ensure that their travel documentation fully meets incoming regulatory requirements.  

10. Behaviour of the Guests

All guests are required to show consideration for others, behave appropriately and ensure they do not disrupt the enjoyment, cause distress, danger or annoyance to other guests in Chalet Marmotte and other residents in La Bergerie through anti-social behaviour.  The Lead Guest is to ensure that the Company’s reputation is not affected by any adverse behaviour.   

The Company shall be entitled to recover the full amount of all claims made against the Company relating to any damage caused by any guest to the accommodation or other property.  The Company reserves the right to terminate without notice and liability the accommodation of any person we deem to be acting inappropriately.  The Company does not accept any responsibility for return travel arrangements nor for providing a refund or any expenses incurred.

The Lead Guest is to ensure that all guests comply with the notices in the Communal areas / entrance hall.

Additionally, guests accommodated in La Bergerie will have details of a valid credit card taken on arrival as security against damage, loss, breakages and additional cleaning charges.  These details will be kept for the duration of your stay in conjunction with our GDPR policy and you agree to the Terms and Conditions allowing the Company to charge that card in the event of any damages, losses, breakages or additional cleaning charges irrespective of which guest was responsible.

In the event that damage to either property is not brought to our attention during the holiday, and is learned of after your departure, or if items are missing from the property, the Company will contact you within 72 hours of leaving the property to confirm the additional charges to be processed.

11. Discrepancies or Complaints

It is important that any discrepancies or complaints with the holiday service should be brought to the attention of the Company at the earliest opportunity during your stay (either verbally or in writing).  The Company will endeavour to investigate and deal with the discrepancy or complaint in a timely and satisfactory manner.  Early communication allows the Company to fully discuss the matter with you in person and take all reasonable steps to resolve the matter in a fair and satisfactory manner agreed between both parties.  

If your discrepancy or complaint cannot be resolved informally during your stay, you are to contact the Company in writing (info@thelovelychaletcompany.com) within 28 days from your date of departure stating the full nature of your complaint allowing the Company to formally respond.  

12. Insurance and EHIC

The Lead Guest is to ensure that all those within the party have adequate travel Insurance to cover all activities they intend to partake in during the whole period of the holiday including:

• winter sport cover, skiing, snowboarding and on/off piste skiing pertinent to the specific needs of your party
• property and contents damage
• travel and transfers
• holiday cancellation and curtailment
• assistance as a result of injury, including repatriation as a result of accident or illness

The nature of a winter holiday means that the weather can, and does, affect travel arrangements.  The Company is not liable for any loss, delay or costs incurred due to traffic conditions or adverse weather that result in missed flights, ferries or trains.  

The Company shall not be liable for any costs incurred or claims made against the Company due to the failure of any guest to purchase adequate travel insurance or to fully understand any terms and limitations put into force by the Insurers (such as off piste skiing/guiding).  The Company cannot be held responsible for guests or their property as a consequence of acts of terror, strikes, war, riots, robbery, sickness, quarantine or any other government intervention (paragraph 8 refers).

It is also recommended that guests have a valid UK Global Health Insurance Card (GHIC) or European Health Insurance Card (EHIC).  Guests are to ensure that they have adequate medical insurance / provision for the duration of their holiday.  

13. Liability, Personal Injury or Death

The Company accepts responsibility for death, injury or illness due to negligence caused by direct physical injury to clients enshrined in Law, in conjunction with the Company insurers. The definition of negligence means failure by the Company through the provision of holiday services and the failure to exercise the care that a reasonably prudent person would exercise in similar circumstances.    

The guest must prove that the Company failed to take adequate duty of care, the behaviour or inaction of the Company did not meet the standard of care and was a breach of duty and that the client has suffered injury or loss which a reasonable person (the Company) in the circumstances could have been expected to foresee.

The Company will assist any members of your party who may suffer illness, injury, or death, within their gift to do so in consultation with the Company insurers.  

14. Travel Regulation Insolvency Protection

In accordance with the UK Package Travel & Linked Travel Regulations 2018, Directive (EU) 2015/2302 or the local applicable law in the country of residence of the passenger(s) booking with The Lovely Chalet Company Limited are fully protected for the initial deposit and subsequently the balance of all monies received by us, including repatriation costs and arrangements, arising from cancellation or curtailment of your travel arrangements due to the insolvency of The Lovely Chalet Company Limited.

The respective laws accordingly to the country of residence of the passenger(s) usually only requires us to provide cover for Package & Linked Travel Arrangements, there is no requirement for Financial Protection of day trips or single elements, and none is provided unless the local law requires such. If you have questions on this then please contact The Lovely Chalet Company Limited.

The Lovely Chalet Company Limited has taken out an insurance provided by International Passenger Protection Ltd (IPP) with Liberty Mutual Insurance Europe SE (LMIE) trading as Liberty Specialty Markets, a member of the Liberty Mutual Insurance Group. LMIE's registered office: 5-7 rue Leon Laval, L-3372, Leudelange, Grand Duchy of Luxembourg, Registered Number B232280 (Registre de Commerce et des Sociétés). LMIE is a European public limited liability company and is supervised by the Commissariat aux Assurances and licensed by the Luxembourg Minister of Finance as an insurance and reinsurance company. This insurance is only valid for passengers who book and pay directly with/to The Lovely Chalet Company Limited.

In the event of our insolvency please make contact as soon as practically possible giving full details of what has happened quoting the name of your Travel Operator: 

For UK & Worldwide excluding EU Passengers

IPP Claims at Sedgwick
Telephone: +44 (0)345 266 1872

For EU Passengers

IPP Claims at Sedgwick
Telephone: +31 103120666

15. Third Party Suppliers

The Company may engage with a number of third-party suppliers (such as lift passes) each of which have their own Terms and Conditions and the Lead Guest is to take full responsibility to ensure the third-party supplier can execute their services accordingly.  The Company acts as an agent for the provision of services; any complaints or issues regarding the provision of services and/or equipment must be made to the directly with the Suppliers involved.  In addition, the Company accepts no liability for the provision of services which may lead to death, injury or loss.  

16. Length of Stay

The client is entitled to occupy the property only between 4pm on the agreed date of arrival and must leave by 10am on the agreed date of departure.  For those wishing to arrive prior to 4pm on the date of arrival who wish to take advantage of skiing on the quieter changeover day, the Lead Guest must contact the Company in advance and the Company will endeavour to accommodate the request but cannot guarantee to be in a position to do so. 

17. Accommodation and Equipment

The Company undertakes to ensure the provision of holiday services we have contractually agreed to provide are undertaken with the requisite training, reasonable skill and duty of care. 
 
The Company accepts no liability for death or injury caused by any equipment provided for children such as bunk beds, cots and high chairs.  Guests are to ensure that equipment is fit for purpose.  Any concerns must be reported to the Company and the equipment must not be used if the structural integrity is in doubt.  The Company will inspect the equipment and replace any item deemed not fit for purpose at the earliest opportunity.  

18. Website Information

The Company has gone to great effort to ensure that all the information contained in on ‘thelovelychaletcompany.com’ website is wholly accurate and correct including descriptions, pricing and third party information, but the very nature of the service industry means that there is an inevitability that the information may on occasions be incorrect.  The Lead Guest is to ensure that all the details about your holiday are correct at the time of booking.  Any errors or omissions identified by the Lead Guest are to be reported to the Company; the Company will contact the Lead Guest should any inaccuracies be discovered which may have an impact on the provision of holiday services as agreed in the contract.  

The Company cannot accept any responsibility for any inaccuracies in literature, information or provision of services provided by third-party suppliers.  The Company will do everything possible to ensure that third party information is up to date and accurate.  

19. Baggage of the Client

All baggage and personal possessions remain at all times and in all circumstances at the owners’ risk except where the Company has proved to be negligent.

20. General Conditions

The Company are pet lovers but regrettably does not accept pets of any kind recognising that future guests may have pet allergies.

There is a no smoking policy in the accommodation.  Guests may only smoke on external balconies and are to place cigarette butts in the sand buckets provided.  Guests must show consideration to other guests in Chalet Marmotte and residents in La Bergerie and not throw cigarette butts off the balconies into the snow. 

Skis and snowboards must be kept in the ski room / lockers provided and must not be brought into chalet bedrooms or apartment or left on balconies.

We do not allow outdoor shoes in either Chalet Marmotte or La Bergerie and therefore recommend that for your comfort you bring your own slippers.

Failure to comply with any of these conditions could constitute anti-social behaviour and may cause distress, danger or annoyance to guests and any damage may be subject to recovery of reasonable costs as detailed in paragraph 10.

21. Use of the Hot Tub

The Company will make reasonable effort to ensure the hot tub in Chalet Marmotte are available for guests to enjoy as detailed in the website.  However, the Company will not be liable if the hot tub is not available for use during your holiday and nor will compensation be paid.  Guests will recognise that parts are not necessarily quick and easy to source in the mountains.
 
Guests are to adhere to the verbal and written instructions provided when using the hot tub equipment.  Children under 16 must be directly supervised by adults at all times when using the hot tub.  The Hot tub is used at your own risk.  Local laws dictate that the hot tub can only be used between 1630 and 1900 daily and cannot be used when there is no Company representative in the chalet.

Guests should bring appropriate footwear to walk out to the hot tub.

Due to the requirement to change the hot tub water on a weekly basis, the hot tub will not be available for use on the day of arrival.

21. Wi-Fi

The Company will make every effort to ensure continuous 24-hour provision of the service. The Company shall not be liable for any compensation or refunds if the connection is unavailable for reasons beyond our control.  Guests will recognise that the speed of the Wi-Fi connections in the Alps is invariably less reliable than the UK and we cannot guarantee the speed and reliability of the service. 

Guests are to ensure the use of Wi-Fi is lawful and honest.  The Company reserves the right to withdraw the use of Wi-Fi to any guest if we become aware of any behaviour that may have a negative impact on our network or has the potential to damage our reputation or standing.

22. Use of Chalet Marmotte Complimentary Bar

The Lovely Chalet Company offers a complimentary bar for use between 1700 and 2300 on a daily basis, except the staff night off.  The bar offers beer and wine; hot drinks and soft drinks are available at any time. Additionally The Company will offer spirits for guests to purchase (except the staff night off), allowing responsible consumption of gin and other alcoholic beverages as Apéritifs and Digestifs to complement the Evening Meal.

The Company encourages responsible drinking and reserves the right to restrict access to alcohol should any guest drink excessively or inappropriately, damage any property or there is potential for injury to occur to any of the guests (including themselves).  

23. Use of Lift Pass Pre-Booking Service

The Company can pre-book and purchase lift passes on your behalf.  The Company will contact the Lead Guest and confirm the information provided is correct prior to purchasing the lift passes.  The Company shall not be liable for any errors or omissions arising following the purchase, unless the error is proved to be that of the Company’s. 

24. Potential Impact of the United Kingdom Leaving the European Union on your Booking

It is possible that between the time of you making your booking and travelling, elements of the product and services booked through us may be impacted by the United Kingdom leaving the European Union (BREXIT).

The introduction of new laws, or existing laws ceasing to apply, as a result of BREXIT may restrict or prevent our ability to provide some elements of your booked arrangements. 

In the event of changes in the law due to BREXIT preventing us from providing booked products and services we will endeavour to provide suitable alternative products and services. Should this prove impossible we will offer a partial refund for specific elements of your arrangements that we are unable to provide.  Full details of the value attributed to at risk products and services are available on request.

Provided that we seek reasonable alternative products and services or reimburse any products or services that we are unable to provide, we shall have no further liability to you for non-delivery of booked arrangements as a result of BREXIT.

It should also be noted that BREXIT may also have an impact on your ability to take part in your booked arrangements.  This could include, but is not limited to, the need to acquire a Visa to visit your destination country.  Any new obligations imposed on you as a result of BREXIT are entirely your responsibility.

25. Our Covid-19 Promise

With COVID-19 still presenting a threat to holidays and the potential for travel disruption, The Lovely Chalet Company continues their industry leading Covid-19 Promise; a flexible policy so that you can book your holiday with us with confidence in these challenging times. 

If your holiday is cancelled due to any of the circumstances shown below due to Covid-19 up to the day before your day of arrival, we will give you a 100% refund on all payments made for your accommodation, minus an administrative charge of £100 per person (for Chalet Marmotte) or £200 per booking (for Apt 13, La Bergerie), or a credit note for later in the 2022/23 winter season, the 2023 summer season or during the 2023/24 winter season:

a.  If France introduces travel restrictions preventing travel from your country of origin;

b.  If the Government from your country of origin introduces travel restrictions or advises against all but essential travel (eg the UK FCO) to France or your arrival airport (if not within France);
c.  If the French Government introduces a mandatory quarantine period on arrival;

d.  If the Government from your country of origin requires you to self isolate on return from your holiday;
e.  If the French Government closes the La Plagne resort;
f.  If the French Government impose a closure of resort accommodation, including that used by The Lovely Chalet Company,

Cancellation for any other reason will be dealt with in accordance with our standard Terms and Conditions.

Please understand that The Lovely Chalet Company are not Travel Insurers. Whilst we will guarantee your refund as stated in the situations listed above up until the day before you are due to arrive, you will be required to claim on your own travel insurance once your travel has commenced; there are a number of Insurance Companies providing Covid-19 based travel policies. It is incumbent on guests to have adequate travel insurance cover in place for any other eventualities, including:

a. If you are required to self isolate or required to remain in local lockdown immediately prior to your holiday and are no longer able to travel;
b, If your Flight, Ferry, Train, Eurotunnel etc is cancelled;
c. If a member of your party/family contracts Covid-19 and you are no longer able to travel;
d. La Plagne resort closes or a lockdown is imposed when you are in resort and your holiday is cut short;
e. Payment of extra accommodation costs should you be required to remain in resort after the end of your planned holiday;
f. Should you decide to cancel/curtail your holiday at any time after you have arrived ahead of your scheduled departure.

You will recognise that we are unable to refund you any monies for travel, ski passes etc, so we recommend you carefully consider any bookings/payments for these services.

Chalet Marmotte - Staff Day Off

As a gesture of appreciation for those guests staying in Chalet Marmotte, The Lovely Chalet Company will offer a simple meal of Cottage Pie and vegetables for guests to enjoy on the staff day off, if guests would rather eat in the Chalet rather than dine locally in one of the resort restaurants. 

Our Cleaning Policy

As a small independent family run business we can safely guarantee that both Chalet Marmotte and La Bergerie will be cleaned to a very high standard using recognised disinfectants and cleaning products. We have instigated an enhanced daily cleaning routine for those staying in Chalet Marmotte and we will do our utmost to protect all our guests from any contact of
Covid-19 within the Chalet. 

Guests will be asked to use hand sanitiser every time they enter Chalet Marmotte and hand sanitisers will also be available for guest to use in the main living room area. Guests staying in La Bergerie will be provided with hand sanitiser to use in the apartment. 

Arrival and Departure Times

Whilst we had hoped to give guests flexibility on arrival and departure times as detailed in our FAQs, unfortunately during the Covid-19 Pandemic we will need to strictly adhere to guests arriving no earlier than 4pm and guests departing by 10am to allow us time to fully clean and prepare Chalet Marmotte and La Bergerie. There may be occasions when these times can be relaxed and this will be managed on a case by case basis; guests should routinely plan to arrive and leave as per our Terms and Conditions. 

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