Frequently Asked Questions

Your Questions Answered

Q. I have found the property that I like - what now?
A. You need to see if it is still available on your chosen date and establish the final costing with us (there are normally various supplements/discounts applied to the basic adult price shown). Your best option is to phone us although you can send us an email enquiry. We are here to help you choose the right property for you or your group and answer any questions that you may have about any aspect of the holiday..
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Q. Can I put the room(s) or property I want to book on hold?
A. Yes - if you are serious about booking any particular accommodation, we can (in most instances) put an "option" on the room(s) with the Holiday/Tour Operator/Hotelier. This basically means that no one else can book the room(s) without consent from us. An option can usually be held for around 48 hours. Options can generally not be put on the late deal ski holidays (this usually works on a "first come, first served" basis).
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Q. What do I need to do if I would like to make a booking?
A. We need to establish with each other the following:
  1. the property details
  2. the date of travel and number of nights
  3. the number of adults and children (if applicable) in your group
  4. ages of any children on return date of travel
  5. the travel details/requirements
  6. the total holiday cost
  7. any other relevant details (childcare, ski hire requirements etc)
Once you are happy with the above details, and you are happy to continue with the booking, then payment followed by a confirmation email from us will secure the booking. Please note that prices are subject to change without notice, until the booking has been confirmed. Please also refer to the paragraph below 'A note about our prices...'
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Q. What is a Group Leader and how can I benefit from a Group Discount?
A. The person who makes the booking is called the 'Group Leader' (or 'Lead Name'). When the Group Leader agrees to book the holiday, he/she confirms that all those travelling accept the Holiday/Tour Operator/Hotelier's booking conditions. The Group Leader is responsible for the full cost of the holiday, including any cancellations or amendment charges. He/she must have the authority to pay for the holiday on behalf of all other travellers in the group. We will only communicate with the Group Leader (it is easier working with one contact for a group) who must pass on any information to the other members of the party.

Group discount may be given on group holidays depending on the size of the group, the Holiday/Tour Operator/Hotelier and the date of travel. The group discount given is based on numbers within the group at the time of booking and will be confirmed on booking. In order to benefit from group discount, the Group Leader will be required to collect all names and payment and send these details to us.

Please be aware that group discount may be affected if your group size decreases following the original booking.
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Q. Do I have to pay a deposit or the full balance to secure a ski holiday?
A. You will need to put down a payment to secure the booking. A deposit is required if the holiday is booked 12 or more weeks before departure. Allow around £130 per person for European holidays or around £160 per person for worldwide holidays - you will be informed of the exact amount before the booking is made. THIS IS NON-REFUNDABLE. Final balance is required 12 weeks before departure.

For any holiday booked with less than 12 weeks before departure, full payment is required at the time of booking.

Payment is made in to our Travel Trust Association (TTA) account (TTA account number U3453), which is fully protected. (Please refer to our Terms and Conditions for charges relating to late payment of final balance).
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Q. What method of payment is possible?
A. The best method of payment is by debit card although you can pay by credit card. We will accept cheques for final payments although card payment is preferred (cheques payable to "Interactive Resorts Ltd."). Please note that there will an additional surcharge of 2.5% for all Visa and Mastercard transactions and 4% for all AMEX (American Express) card payments.

We can collect deposit or final payment from different payment cards, but for any more than 5 cards there will be an admin charge of £5 per additional card.
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Q. What financial security do I have?
A. Interactive Resorts are a member of the Travel Trust Association (TTA). The TTA is the only UK Travel Industry trade body whose membership provides 100% financial security to every customer.

The TTA lays down strict guidelines on how customer funds may be handled and each member must adhere to these guidelines. As a TTA member, payments made to us are placed into a designated trust account which is supervised by an independent trustee. Your funds are held in this account and may not be released until you receive your holiday.

Unlike ABTA and even the government backed CAA ATOL licence, TTA membership ensures that 100% of all travel related products, purchased from a TTA member, is financially protected. This protection is provided free of charge to all our clients and includes all types of holiday sold through us (i.e. flight based packages and accommodation-only holidays).

That is why Interactive Resorts are TTA members and that is why you, our customers, receive 100% financial protection when booking with us. Interactive Resorts' TTA number is U3453.

For more information about the TTA, see the Travel Trust Association website.
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Q. Special requests, facilities and dietary requirements
A. If any special requests or a particular facility is important to your holiday enjoyment, please make this known to us BEFORE the time of booking. We will always pass on any special requests to our suppliers but we accept no liability if they are not met. If such a facility is considered ESSENTIAL to the holiday, then this needs to be requested in writing. We can only confirm that your request has been met once we have received our own confirmation from the supplier.

Special diets can often be provided, but must be discussed with our reservations staff before booking and may incur an additional charge. Dietary requests must be confirmed at time of booking and will be noted on your confirmation invoice. It is your responsibility to ensure that any special dietary requests are correctly recorded on your confirmation invoice.
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Q. A note about our ratings...
A. Our property ratings are based on a scale of 1 - 6 (6 being the highest quality) and are intended to act as a guide only to enable guests to compare properties with one another. We base our ratings on three main factors;
  1. Quality of the Holiday/Tour Operator/Hotelier
  2. Facilities and condition of the property
  3. Location of the property
The rating given may be based upon our own subjective opinions or those of the Holiday/Tour Operator/Hotelier. The ratings cannot be compared with any official categories.
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Q. A note about our chalet prices...
A. The basic adult price displayed is per person per week and is typically based on two people sharing a standard room. Please bear in mind that additional room or travel supplements may apply, which you will be advised of before a booking. Prices do NOT include ski carriage or ski equipment hire, ski passes, lunchtime food or an 'open bar' (unless otherwise stated). A small local tourist tax may be charged in certain resorts, payable to your hosts. The travel arrangements and catering (if applicable) included in the price is described on each accommodation page, but is subject to availability.

The prices displayed (or quoted in any correspondence) are indicative only and are subject to change at any time until we send you the Holiday Operators invoice (Holiday Operators terms and conditions apply) along with our holiday invoice. The price is based on the information given at the time of enquiry. Prices displaying transfers and flights are subject to the availability of these.

Please be aware that holiday prices can decrease following a confirmed booking. Holidays purchased via us are governed by the Consumer Protection (Distance Selling) Regulations 2000. These declare that refunds, date changes or cancellations cannot usually be made free of charge, following a holiday booking.

Occasionally, holiday prices can increase following a booking subject to the tour operator/hoteliers’ terms and conditions. If this does happen it is unfortunately completely beyond our control and you will be informed of any increase prior to your holiday.

A number of our Holiday/Tour Operators/Hoteliers offer catered or non-catered accommodation only (i.e. no flights or transfers are included in the price shown) - this is made clear on each relevant accommodation details page. If you have organised, or are planning to organise, your own travel arrangements then we can book accommodation on an 'accommodation only' basis - please speak to our sales team for a quote.

Special offers and 'late deals' cannot (usually) be used in conjunction with any other offer nor discount and are subject to availability. Late deal prices shown are for the cheapest room available based on the maximum occupancy of that particular room (per person per week). If flights are included in the late deal price, then these may be from any UK regional airport. Special offers and late deals may change or be withdrawn at any time without notice.
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Q. Our Terms and Conditions
A. Please read our 'Terms and Conditions' before you make a booking as you need to be aware of some important points regarding the holidays on offer and the holiday booking process. To read these please see our Terms and Conditions section.
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Q. Holiday/Tour Operator/Hotelier’s Terms & Conditions
A. Your holiday contract is with the selected Holiday/Tour Operator/Hotelier and their current booking conditions will govern all aspects of your holiday. You are therefore strongly urged to read these by referring to the Holiday/Tour Operator/Hotelier’s current website or brochure for full details.
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Q. Change of names/holiday details
A. Once the booking has been made, we will send you an email confirmation stating all your holiday details - the name of accommodation booked, dates of travel, number of people, final costs etc. You will then need to log on to our Client Area to process the group names. Any amendments to the booking need to be confirmed as quickly as possible in writing (please see paragraph below).

You may be required to fill out an operators/hoteliers booking form which you need to fax back to us following your booking. If this is the case, information will be given in your booking confirmation email.

You will receive your tickets, invoice and travel details from us, NOT the Holiday/Tour Operator/Hotelier (in normal circumstances).

If you have any questions at this stage of the booking process, or have not received your tickets, you need to speak or our Admin Department on 020 3080 0249.
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Q. What if I need to cancel my holiday?
A. If unforeseen circumstances require your holiday to be cancelled then the Group Leader will need to send us a cancellation request in writing. There will be a cancellation fee, which will vary depending on the Holiday/Tour Operator/Hotelier, holiday start date and holiday details. Cancellation charges are based on the Holiday/Tour Operator/Hotelier's Terms and Conditions which can be found within the Holiday/Tour Operator/Hotelier's brochure or website. Equally, you may also be subject to Interactive Resorts Limited’s cancellation charges to cover our administration costs. For further information, please speak to our Admin Department on 020 3080 0249.

Please note that the holidays purchased via us are governed by the Consumer Protection (Distance Selling) Regulations 2000. These declare that refunds, date changes or cancellations cannot usually be made free of charge, following a holiday booking.(For more information, see the Office of Fair Trading website)
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Q. Holidays cancelled by the Holiday/Tour Operator/Hotelier
A. Changes can usually be made to your booking. Please be aware that there is likely to be a charge for any changes made. If, for example, your group size changes, or if the room configuration needs to be changed following your original booking the price may well increase. You will be advised of any changes to the original booking costs.

Extra costs to think about when making changes to your original booking are empty bed supplements, loss of group discounts (due to smaller than original group sizes) or correcting wrong information provided by you at the time of booking.

Any changes to the booking can only be made following written instructions from the Group Leader using the Client Area. We will not change the booking by verbal instruction, nor do we enter into correspondence with any other member of the group.
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Q. Ski flight times and prices
A. Very occasionally, Holiday/Tour Operator/Hotelier’s cancel holidays for reasons that are beyond our control. If this happens, you will be notified and a refund will be given as per the Holiday/Tour Operator/Hotelier’s Terms and Conditions. If required, we will try and find you a suitable alternative holiday. We cannot accept any liability for any other costs relating to a holiday cancellation.
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Q. Passports, Visas and Ski Holiday Travel Insurance
A. Please be aware that flight times (if applicable) either given on a provisional quote or on your booking confirmation, are for guidance only. The details are subject to change - the actual flight times will be those shown on your tickets, which will be despatched to you approximately 7-10 days before your holiday start date. You must therefore check your tickets very carefully immediately upon receipt to ensure the flight details are correct. It is possible that flight times may change even after tickets have been issued - we will contact you as soon as possible if this occurs. Please note that the flight times are local times depending on arrival/departure airports. If the holiday includes flights, the price shown is typically based on the cheapest UK departure airport (this is usually London). Flights are subject to availability. Passports, Visas and Ski Holiday Travel Insurance. It is essential and your responsibility to ensure that you, and each member of your group, have a valid passport and relevant Visa (if applicable) to travel for the duration of the ski holiday. If you are unsure of your requirements, please consult with the relevant embassy before your holiday.

You must have a suitable travel insurance policy to cover you / members of your group when on holiday, according to the Holiday/Tour Operator/Hotelier's Terms and Conditions.

Whether you need European single-trip travel insurance, or worldwide multi-trip travel cover, use the link below to get a quote and buy a policy online. Please not that we do not sell and cannot advise clients on travel insurance.

Get a ski insurance quote ensuring that the policy meets or exceeds the Holiday/Tour Operators/Hotelier’s requirements.
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Q. Who are we?
A. This website is owned and managed by Interactive Resorts Ltd. We are one of the UK's largest online ski travel agencies. We act as an agent on behalf of disclosed principals or Holiday/Tour Operators/Hoteliers; further details of these will be made available to you at the time of booking.

We are essentially a broker - you contact us with your exact holiday requirements and we will search our extensive accommodation database, containing approx. 2000 properties from over 160 different Holiday/Tour Operators/Hoteliers (the principals), to find you the best options.

As we are only the booking agent for your holiday (not the Holiday/Tour Operator/Hotelier who runs the holiday) we do NOT have a presence at any point during your holiday.

Our team of sales and admin staff are based in our office in Fulham, London.

Interactive Resorts is a limited company registered in England and Wales. Registered number: 05376659. Registered office: 25 The Coda Centre, 4th Floor, 189 Munster Road, London. SW6 6AW.
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Q. Data protection
A. We are registered in accordance with the Data Protection Act; our registration number is Z9508279. We will not pass any of your details to a third party unless specifically relevant to your holiday booking or required to by law. All information will be treated in the strictest confidence.

From time to time we may email you with special offers and other ski-related information which may be of interest. You may unsubscribe at any time.

For more information on how we handle your data, please refer to Our Privacy Policy.
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