Your contract is with SAS Frond’Neige (“we”, “us” and “our” in these Booking Conditions) for one or several of our self-catered apartments (“all referred to as the “apartment”). References to “you” or “your” are references to the person making the booking and all members of the holiday party.
PLEASE NOTE: under no circumstances are animals allowed in any of our apartments.
These Booking Conditions form the basis of your contract with us so please read them carefully.
- Your booking
Please note that the Initial Deposit is non-refundable if you cancel your booking. Please see section 3 for more details.
Your booking is made as a consumer for the purpose of a holiday and you acknowledge that no liability can be accepted for any business losses howsoever suffered or incurred by you.
Once the Initial Deposit have been received and accepted by us, we will issue you with our written confirmation. The contract between us will only be formed when we send you our written confirmation and is subject to these terms and conditions. We reserve the right to refuse any booking prior to the issue of our written confirmation. If we do this we will promptly refund any money you have paid to us.
You should carefully check the details of our written confirmation/booking form and inform us immediately of any errors or omissions.
- Payment of your booking
You are required to make payment for the balance of the rental at least 4 weeks prior to the Arrival Date as set out in our written confirmation (unless agreed otherwise by us). If you fail to make a payment due to us in full, and on time, we will treat your booking as cancelled by you.
Your credit/debit card will be pre-authorised for a damage deposit for the duration of your booking. The deposit is taken for the sole purpose of insuring the owner’s possessions, fixtures, furniture and fittings against damage, breakages or theft during your stay at the apartment. The amount is only guaranteed unless loss or damage occurs.
Once the pre-authorisation is cancelled, it may take several days to show on your account, (this could be more depending on the type of card you have).
All details are encrypted and held securely on our online reservation system.
You will be informed within 3 days of check-out should there be any deductions in accordance with the standard terms of the contract and the additional conditions after we have inspected the apartment.
The following are included in your booking unless agreed otherwise:
Linen & Towels, all electricity, heating, and water bills
NOTE: In-resort tourist tax (charged at 2.60 € per adult (18+) per night by the town hall is not included in the accommodation price.
- If you cancel or amend your booking
If you need to cancel or amend your booking you must telephone/email us via the details shown on your booking form as soon as possible.
Any requested amendments to your booking cannot be guaranteed and are subject to our discretion and an administration fee.
You will be required to confirm your cancellation in writing or by email to the addresses shown on our written confirmation. A cancellation will not take effect until we receive and acknowledge written confirmation from you.
If you cancel your booking more than 4 weeks prior to the Arrival Date, we will retain the Initial Deposit and the booking will be terminated. Should we be able to secure an alternative booking for the apartment (for the same dates), we may (depending on the circumstance of the cancellation) be able to offer you a refund of the Initial Deposit paid minus a €300 administration fee and any other costs incurred by us. (These other costs can include such things as reducing the price of the week in order to maximise the chance of re-renting it etc.).
If you cancel your booking less than 4 weeks prior to the Arrival Date, we reserve the right to retain the Initial Deposit with the Final Balance still payable by you. Should we be able to secure an alternative booking for the apartment (for the same dates), we may (depending on the circumstance of the cancellation) be able to offer you a refund of the Initial Deposit & Final Balance paid minus a €300 administration fee and any other costs incurred by us. (These other costs can include such things as reducing the price of the week in order to maximise the chance of re-renting it etc.).
If the final balance has not been paid at the time of cancellation (less than 4 weeks prior to the arrival date), the initial deposit will be retained and booking cancelled.
We can provide the relevant documents for you to place a claim with your insurance provider for the full amount (where a claim is possible).
> If a refund can be offered, it will be made after the dates of initial stay.
- If we cancel or amend your booking
We would not expect to have to make any changes to your booking, but sometimes problems occur and we do have to make alterations or, very occasionally cancel bookings.
If this does happen, we will contact you as soon as is reasonably practical and inform you of the cancellation or the change to your booking and, if it is necessary to cancel your booking, we will endeavour to make alternative arrangements for accommodation (of the same value) if available, or offer a full refund of any monies paid. No other compensation will be offered.
- Your accommodation
You can arrive at your accommodation from 4.30pm on the Arrival Date of your holiday and you must vacate the apartment by 10am on the Departure Date. This allows us adequate time for the apartment to be professionally cleaned for the next guests.
If your arrival is delayed, you must contact us via the details on your booking form with an updated arrival time so that alternative arrangements can be made. If you fail to do so you may not be able to gain access to the apartment. If you fail to arrive by midday on the day after the Arrival Date, and you do not advise us of your anticipated late arrival, we may treat the booking as having been cancelled by you.
- Your obligations
You agree to comply with the Regulations set out in the apartment welcome manual and any other regulations reasonably made from time to time and ensure that they are observed by all members of your party.
You agree to keep and leave the Apartment and the furnishings/electrical items, kitchen equipment, crockery and glasses clean and in good condition.
Smoking is not permitted inside the residence and in the apartment but is permitted where indicated on balconies. If a smoking smell is noticed in the flat, a deep cleaning of the flat will be charged on the guest’s credit card guarantee.
UPON YOUR DEPARTURE ALL BED LINEN SHOULD BE REMOVED FROM BEDS AND STORED ON ONE BED. ALL BINS SHOULD BE EMPTIED AND THE COMMUNAL AREAS SWEPT/HOOVERED.
LOST KEYS WILL BE CHARGED AT €150 Euros per key.
You agree not to cause any damage to the walls, doors or windows of the Apartment nor to do anything that may be reasonably considered to cause a nuisance or annoyance to us or to any other occupier of adjoining or neighbouring properties.
You agree to take all necessary steps to safeguard your personal apartment. No liability to you is accepted in respect of damage to or loss of such apartment, except where the damage or loss is caused by our negligence.
Each member of your party should be covered by comprehensive travel insurance (including cancellation, flight delays, loss, damage to and theft of baggage and other apartment) and health insurance (including evacuation and repatriation coverage).
You cannot allow more people to stay in the apartment than expressly authorised, nor under any circumstance can you take your pet or admit any animal(s) into the residence. If you do so, we can refuse to hand over the apartment to you, or can require you to leave it without any financial compensation. We will treat any of these circumstances as a cancellation of the booking by you.
You agree to allow us or any representative of ours access at any reasonable time during your stay for the purpose of essential repairs.
- Complaints
Every effort has been made to ensure that you have an enjoyable holiday. If however, you have any cause for complaint it is important that remedial action is taken as soon as possible.
It is essential that you contact us if any problem arises so that it can be speedily resolved. It is often extremely difficult (and sometimes impossible) to resolve difficulties properly unless we are promptly notified.
We are not responsible for any changes that are out of our control regarding the immediate areas surrounding any of the rental properties (including but not limited to renovations, building works, road works, landscaping, gardening, changes to views etc.) and any inconvenience caused by this. The apartment photographs on the site www.frondneige.com and any other platforms (such as those of Booking.com, Google/Google maps etc.) are non contractual and we will not be held accountable for any interior or exterior changes to the properties or immediate surrounding areas. This includes renovations, building works, road works, landscaping, changes to views etc.).
- Our liability
We do not accept any liability wheresoever or howsoever arising, or pay compensation for:
- a) Any event which we could not foresee or avoid, amounting to Force Majeure (Force Majeure meaning war, political unrest, weather, strikes, acts of God, epidemics, pandemics, riots, civil strife, industrial disputes, terrorist activity, natural or technical disasters, nuclear war, restrictions on utilities etc.)
- b) Any cancellation, loss, delay or costs wheresoever or howsoever arising or connected with (b.1) adverse weather or traffic conditions, avalanche, mud slips, slides and snow conditions and the effect any of these may have on travel arrangements, accommodation and activities; (b.2) limitations imposed by resort authorities (including utilities), ski-lifts, pistes, ski schools or ski hire operators; (b.3) the closure of local businesses such as restaurants, bars and shops; (b.4) travel arrangements made by the group or on behalf of the group (including transport cancellation or delays).
- c) Any personal injury or death wheresoever or howsoever arising caused to any visitor and/or any member of the group for their duration of stay. This is not intended to exclude any statutory rights the group and/or visitor may have.
SAS Frond’Neige reserves the right to amend the stated terms and conditions if necessary.