Frequently Asked Questions

Frequently Asked Questions

What is the difference between Consensio’s Ultimate Catered Chalets, Relaxed Catered Chalets, Self-Catered Alpine Apartments and Summer Villa?

We have created a handy table to show what is included in each of our property collections. Click here to view Consensio’s ‘What’s Included’ page.

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?

We ask for a 25% deposit to reserve the property, the remaining balance will be due 10 weeks prior to the arrival date.

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 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 at

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 check-out times 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 a travel 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 travel agents. We work with travel agents globally, however, your contract is between yourself and us the operator. A travel 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 our respective owners. However, we do have relationships with similar ski operators who manage chalets in these countries to whom we can refer you.

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 or via our chatbox on our website.


(as of 29/03/22)


Do you test chalet staff regularly? If so, how often?

All staff are fully vaccinated, required to daily self-declare no symptoms and are temperature tested at the start of every shift. They will be tested should they show symptoms or have a high temperature. They will also be tested should they be identified as a direct contact.

Are your staff fully vaccinated?


What happens if a staff member tests positive for covid?

They will be removed from service and will isolate as per government guidelines; all other direct contact staff will be tested daily during your stay.

Mask Requirements

Do I need to wear a mask in a Consensio chalet vehicle for the in-resort service?

Mask wearing is at your own discretion when on privately booked transfers. Please note it is compulsory in public transport and healthcare settings.

Do I need to wear a mask while skiing?

You no longer need to wear a mask while skiing or while using a chair or button lift. However, mask-wearing is compulsory when using an enclosed ski lift.

Do I need to wear a mask if booking in-chalet beauty treatments/massages?

This will depend on your booked supplier; you will be given notice if this is required at the time of booking.

Do we need masks while in restaurants?

Mask wearing is at your own discretion while in restaurants.


Testing Positive on Holiday

If a guest has covid symptoms in the chalet, what happens?

If a guest shows covid symptoms after arriving in the chalet, they must arrange to be tested in resort and isolate until they receive their result. Should they receive a positive test result, they should contact their insurance provider immediately and will need to isolate for the current required government period.  All other guests will need to have daily antigen tests, as direct contacts.

The party leader will be able to choose from the following three options:

  1. For the guest to isolate alone in their room
  2. For the guest to isolate with all guests in the chalet
  3. For the guest to transfer to other accommodation and isolate until they can travel

Should the guest isolate alone in their bedroom, all other guests as direct contacts will need to have daily antigen tests. While they remain negative, staff will provide a socially distanced food and drink service and daily cleaning of areas away from the infected guest bedroom and the daily driver service will be provided to all negative tested guests.

Should guests want to isolate themselves as a group in the chalet, staff will provide a food delivery service to the front door of the chalet for guests to prepare and clear themselves. Take away can be ordered as requested for any chef nights off, where guests were due to eat in a local restaurant.

Should the guest wish to transfer to alternative accommodation, they should be guided by their insurance provider on where and how they should travel for the period of isolation. The Chalet Manager will help facilitate any arrangements.

Will guests need to leave the property at the end of their stay if they test positive?

Yes, the property will need to be vacated, as per the Chalet Rental Agreement. We will work with them and their insurance provider to facilitate their departure and ongoing travel.

If guests need to arrive later/depart early due to Covid in their party, do they get a refund for the days missed?

No refunds are available, their travel insurance policy should cover this situation, should they contract Covid while travelling or are unable to travel. See clause 4c of the Chalet Rental Agreement.

Covid Pass App and Testing

What is the Covid Pass App and how can it be downloaded?

The French TOUSANTICOVID is available to download through your App Store/Play Store on your phone. PLEASE NOTE THE HEALTH PASS IS NO LONGER REQUIRED TO ACCESS PUBLIC SPACES.

Can you book my tests for me?

No, however, we can provide the links to the local online booking portal. Booking must be done by the individual or guardian of those being tested, in order to receive the results to their personal email address.

Here are the links for the local online booking sites for covid tests:

Click here for 3 Valleys Covid Test Booking Website (Méribel and Courchevel)
Click here for Val d’Isère Covid Test Booking Website

Can you offer transport to the testing centre?

Yes, if it is in resort.

Can you offer testing in the chalet?

Yes, if requested.

How much does a test cost?

This depends on the resort and type of test needed, but they cost from 25€ upwards.



What are the requirements for me to enter France?

You should check your individual requirements which are dependent on from where you are travelling and your vaccination status. Your airline will advise you on what you will need to fly.

What is the impact of Brexit on my travel to France?

All guests should check their visa/passport requirements for their travel to France. This will depend on their personal passport/visa situation:

Click here for Coronavirus Advice for Foreign Nationals in France

Any information on entering France via Switzerland?

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