Cornavirus Update

COVID-19 TRAVEL FAQ    |    GENERAL HOLIDAY FAQ

COVID TRAVEL FAQs

Will the resort lifts be open for the 2020/21 season?

Many of the ski resorts that offer summer ski have been operating successfully with social distancing measures in place and requirement to wear a mask or face covering when using the ski lifts.  The resorts where we operate, consisting of Courchevel, Meribel and Val d’Isere, all currently plan to open at the beginning of December.

Where can I find the latest travel and health information for my destination?

Please check our COVID updates page for information relevant to the resorts we operate in, and for the latest entry requirements into France.

Is now a good time to book a ski chalet holiday?

If you can, now is the time to get good deals on flights, transfers and resort services such as ski lessons and hire. With C-19 restrictions in place across many areas, the likelihood of finding reliable and available services on a last-minute basis is limited. Our portfolio is limited in number and peak week demand means that there are very few weeks available for the in-demand weeks.

Is your sales office open as usual?

A proportion of our staff was furloughed from March onwards but we are now back in the office working in rotation. Our sales department is raring to go and you can reach us at sales@consensiochalets.co.uk or by calling the main line 0044 (0)20 3393 0833 – option 1 & 2 for sales.

I want to go on holiday, how do I know my holiday is protected?

We have implemented necessary changes to mitigate and spread our risk, and are cautiously optimistic for the winter season ahead. Your funds are held in secure client accounts until you travel, giving you peace of mind.

What pandemic precautions are the Alpine resorts taking to maintain safety?

It is difficult to predict what exact restrictions will be in place from December, but we are working hard to keep up to date with current regulations and will communicate these to you via our updated COVID pages as and when they are received. Currently, guests are required to wear face coverings, and, in some resorts,  lift capacity will be limited to maintain physical distancing. We understand that there will be social distancing in place in bars and restaurants. Apres-ski may be limited in numbers and available with table reservations only.

Can I reserve a private telecabine for my party? I do not want to have to share?

While there are currently no provisions for privately reserving ski lifts, we are advised that the lifts are going to be operated for groups skiing together only. Groups will not be expected to share with others outside their group. We haven’t been advised how they plan on social distancing in the larger telecabines yet.

What are your flexible booking terms?

As the global landscape continues to evolve, Consensio is committed to offering a more flexible approach to renting a ski chalet or apartment so our clients have enhanced peace of mind. You can now book your property paying a reduced 10% deposit, with no further payments due until 28 days prior to resort arrival when the 90% balance payment is due.

What if I want to cancel my holiday because I have caught COVID 19?

As part of our terms and conditions, you are required to obtain suitable comprehensive (winter sports) travel insurance which will cover the unfortunate event that you or one of your party catches C-19 prior to departure. An increased number of Insurers can now provide emergency medical cover for customers if they contract the virus before departure meaning you need to cancel your holiday.

What happens if I become unwell or develop COVID-19 symptoms whilst on holiday with you and who pays for any costs incurred?

Once you have committed to the ski holiday, and you are in resort, no refunds or deferrals are due. We expect you to arrange a comprehensive (winter sports) travel insurance. An increased number of Insurers can now provide emergency medical cover for customers if they contract the virus whilst overseas, for trips to countries with no FCO warning.  This cover includes hospital costs, ambulance costs, additional accommodation costs (if you are unable to travel home as originally booked) and repatriation if it’s medically necessary. Where our staff are involved in daily chores for your chalet, we would have to remove them from their work immediately.

What if the French government imposes quarantine for travellers?

As per the COVID cancellation clause, you can cancel your booking, prior to the start of your trip, as per our terms and conditions.

What if my government issues FCO advice not to travel?

As per the COVID cancellation clause, you can cancel your booking, prior to the start of your trip, as per our terms and conditions.

What if the resort goes into lockdown?

As per the COVID cancellation clause, you can cancel your booking, prior to the start of your trip,  as per our terms and conditions.

What will happen if rules change when I am in resort? If I have to leave early to avoid a quarantine or if the resort closes whilst I am there will I be refunded on a pro-rata basis?

Unfortunately, we are unable to refund once you have arrived in the chalet.

How will my refund be given (cash or credit note)?

This will depend on your choice as per your terms and conditions, your refund or credit note will be issued immediately.

How will the contactless chalet service work and what is and isn’t included?

Our adaptation to a safe, non-contact style service in the chalets enables you to enjoy the majority of the usual Consensio benefits, but at the same time minimise risk, while we learn to live with COVID-19 and associated uncertainties. Your dedicated Chalet Manager will be on hand to oversee your stay and available for daily concierge and support. Additional Chalet Hosts/Housekeepers will provide contactless cleaning and preparation, implementing our COVID cleaning and safety policies whilst you enjoy your time on the slopes. Daily breakfasts including fresh bread and pastries from the local bakery, fresh fruit platter, cereals, a selection regional cold meats and cheeses, artisanal yoghurts, delicious jams, honey, coffee, tea, and juices are laid out for you to enjoy and cleared away whilst you are not present. Your dedicated chalet assistant will provide daily contactless cleaning and preparation, implementing COVID safety policies. Travel within the resort will be provided via a pre-booked professional chauffeur-driven service. Perrier-Jouët Champagne, an open bar stocked with beers, premium spirits and soft drinks, along with bar snacks and a range of selected chateau bottled house wines are available.

Your personal chalet manager will arrange your evening restaurant bookings on your instruction. Alternatively, should you wish to try the best home delivery options from local restaurants, the team will ensure the dining area is laid out beforehand and cleared away afterwards.

We have made these vital changes to keep you, our guests and our staff safe, so everyone can enjoy all the mountains have to offer this winter. We appreciate that this results in a reduction of service levels where contactless is impossible and, as such, we have reduced our chalet prices by 25% to reflect this change.

What are my options for daily dinners?

We are in the process of building connections with our recommended restaurants in all the resorts who are equally adapting to ‘the new normal’ with most setting up quality deliveries. Menus and options will be made available before your travel and our concierge team can help make any table reservations in advance. You are also more than happy to bring your own chef/housekeeping from your own household to help in the chalet kitchens. We can assist in finding nearby hotel accommodation for them if preferred.

Am I allowed to use the kitchen and cater for myself?

Yes, you are allowed to use the kitchen facilities.

How will the driver service for the chalets work?

An in-resort professional chauffeur driver service is provided on a pre-booked basis by a trusted 3rd party supplier to transport you to and from the chalet. All efforts are given to ensure that a similar and seamless level of flexibility/professionalism to the Consensio service is provided.

What changes have you made to cleaning the chalet to manage COVID risk?

We have updated our cleaning and H&S policy following the local and international hospitality guidelines for managing COVID-19 risks. Our in house Health & Safety Manager has created a bespoke training course for our chalet teams which they will undertake prior to the season. Regular checks will be made to ensure that these guidelines are being followed.

What if I don’t want my bedroom cleaned?

We will be entirely guided by you and your wishes. Access to your rooms for daily cleaning and towel changes are implemented on your authorisation only.

Am I able to bring my own staff from my household?

Yes, of course, we are happy to welcome any of your personal team to the chalet and your chalet team will work with them to provide whatever on the ground support is needed.

GENERAL HOLIDAY FAQs

What are the nationalities of your guests?

Approximately 40% of our clients are British, and the rest of our guests are from all over the world. All our staff speak English; we are used and trained to look after a global clientele and accustomed to adapting to other cultures and languages.

Where do I find your Terms and Conditions including cancellation policies?

These can be found on our website or by clicking here >>

What are the payment terms and what payment methods do you accept?

Currently, a deposit of 10% is needed to secure your booking, with the balance payable 28 days before resort arrival. We accept deposit and balance payments by bank transfer and will accept initial deposits by credit card.

What does Consensio’s ABTA membership mean?

Consensio Holidays Limited is a member of ABTA (number Y5990). We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute More information can be found here >>

How much should I tip?

This is discretionary and should be based on your experience in the chalet. If you wish to do so then any gratuities can be handed to the chalet manager at the end of your stay.

If I have a complaint while on holiday, what should I do?

You should immediately raise any issues with your chalet manager who will do their best to address the problem within an agreed time frame. We prefer to deal with any issues while you are in resort so we have time to rectify them and to ensure you have the best holiday experience. If you wish to make a complaint once you have left resort these should be addressed to Ceri Tinley, Managing Director on ceri@consensiochalets.co.uk

Is my personal data protected?

Yes, we comply with the most recent EU guidelines for General Data Protection Regulations; feel free to visit our company privacy policy here >>

What is included in the price?

To see what is included in our chalets and apartments, please click here >>

Do you have up-to-date online pricing and availability?

Yes, this is always up-to-date 24/7, click here to check availability >>

What are the minimum stay restrictions?

Please speak to one of our sales directors; we have various options for short stays throughout the season (only available on non-peak weeks).

Do I need travel and/or cancellation insurance?

Yes, as detailed in clause 4 of your Rental Agreement (click here for our Terms and Conditions >>), it is a condition of your contract with us that you and your party obtain suitable Winter sports Travel Insurance from a reputable provider.

Can the check in and out time be flexible?

Unfortunately, due to the short time available in getting a chalet ready for you and your guests, and in preparation for our next guests, we are unable to change our check in and out times. However, we offer many alternatives including organising activities, making restaurant reservations or storing your luggage until your chalet is ready, or until you depart from resort.

Are taxes included in the chalet or apartment price?

The chalet price includes French TVA as well as the local Taxe de Sejour (holiday resort tax). The apartment price includes French TVA; however, apartment guests will be asked to pay Taxe de Sejour (holiday resort tax) at the end of their stay.

Do you provide room-by-room based accommodation?

No, we do not sell by the room; our properties are rented on an exclusive basis only. If you have a smaller group, please contact one of our sales directors who can guide you to our most suitable sized property.

What is the difference between an agent and an operator?

An operator directly sells and manages the properties, employs staff and is directly responsible for all aspects of the holiday other than third party supplier bookings. An operator can sell the holidays directly to guests or via 3rd party representative agents. We work with agents globally, however, your contract is between yourself and us the operator. An agent has a separate contract with the operator allowing them to sell the holidays on a commission basis to their clients.

Do you also operate properties in Switzerland and Austria?

No, we only operate chalets and apartments in the French Alps which we directly manage on behalf of respective owners. However, we do have relationships with similar ski operators who manage chalets in these countries to whom we can refer you to.

Can you help with the ins and outs of arranging our stay in resort?

Absolutely; we have excellent relations with the very best suppliers in resort. However, we do not package up or choose on your behalf. We will listen to your requirements and then provide and recommend a choice of suppliers and their pricing, for you to make an educated choice of what works best for you and your guests.

Why should I book with Consensio?

Not only because we provide exceptional service in exceptional properties but because we truly care about you and your guests. No aspect or detail of your holiday is too small for us to arrange. We provide flexibility and privacy; when staying with Consensio YOU make the rules. We take the time to truly understand your needs and your personal guest relations director is on hand acting as your private concierge, right up until you arrive at your property, to ensure every detail is organised on your behalf. Your team is yours alone and assigned to your property for the entire season. They have undergone extensive training and are dedicated to ensuring an exceptional stay. We also provide peace of mind and clarity on what is included in your holiday; there are no surprise bills or additional chalet fees at the end of your stay.

How can I contact you?

We are available 7 days a week on +44 (0) 203 393 0833 or email sales@consensiochalets.co.uk or via our chat box on our website.

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Safe, Contactless Ski Holidays

For this coming 2020/21 winter season only, we adapt to a safe, contactless service in our chalets which enables you to enjoy the majority of the usual Consensio benefits while minimising COVID risk. In addition, we offer flexible booking conditions for all our ski holidays.

Find out more and book a ski chalet here.

Browse our self-catered apartment collection here.