Cornavirus Update

TERMS AND CONDITIONS >   |   COVID CLAUSE >

TERMS AND CONDITIONS – WINTER 20/21

These Booking Conditions, together with any other written information brought to your attention before we confirmed your booking, form the basis of your contract with Consensio Holidays Limited, company number: 07008912 and Registered Office: 9 Reece Mews, South Kensington, London, SW7 3HE (“Consensio”, “we” or “us”). Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references to “the Client”, “you” and “your” include the first named person on the booking and all persons on whose behalf a booking is made, or any other person added to a booking.

By making a booking, the first named person on the booking (Lead Booker) agrees on behalf of all persons detailed on the booking that: –

  1. He/she has read these terms and conditions and has the authority to and does agree to be bound by them;
  2. He/she has read our Privacy Policy on our website at consensiochalets.co.uk (which sets out details of the information we collect and process, the legal basis for doing so and the individual’s rights) and will communicate it to all members of the party (including any children who request this information) whose personal data you provide to us and is authorised on behalf of all persons to disclose their personal data to us, including where applicable special categories of data (such as information on health conditions or disabilities and dietary requirements);
  1. He/she is over 18 years of age and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services.

We offer chalet accommodation [as principal] and arrange other services [as an agent] such as those that are available to be purchased separately in Resort. In other words, you may decide to just purchase accommodation from us, or you may decide to purchase accommodation and request to book a transfer, ski pack etc. Whatever you decide, we only take payment for the accommodation and refer you to the relevant Supplier of the services you wish to book and your contract for those services will be with the Supplier.

Please Note: Our obligations to you will vary depending upon whether we act as a Principal (in the sale of chalet accommodation) or as an Agent (to help you to arrange transfers or ski-guides). For all bookings, Section A applies, for bookings where we are acting as Principal, Section B applies and for bookings, where we are acting only as an agent our liability to you will be reduced and Section C will apply.

 

SECTION A – APPLICABLE TO ALL BOOKINGS

 

1. ACCURACY OF DESCRIPTION

a) We endeavour to ensure that all the information and prices displayed on our website are accurate; however occasionally changes and errors occur, and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the arrangements that you wish to book before your booking is confirmed.

b) We strive to ensure accuracy of descriptions shown however we are not always able to control all the components of the arrangements in Resort and it is possible that an advertised facility may be withdrawn or changed.

 

2. YOUR RESPONSIBILITIES

a) As part of this contract you hereby agree to guarantee payment for any chargeable services requested by any member of your group before, during or after your stay in a Consensio Chalet.

b) If you or any member of your party has any allergies, medical condition or disability which may affect your stay, please provide us with full details before we confirm your booking so that we can try to advise you as to the suitability of your chosen arrangements. We will do our utmost to cater for any special requirements you may have, however, if acting reasonably, we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges should we become aware of these details after confirmation of a booking.

c) All children under the age of 18 years old are the responsibility of their parents or authorised adult. No member of the Consensio team is trained or qualified in childcare. Should you require a nanny we can arrange this through a third-party supplier. Such third party will be in no way related to Consensio and Consensio cannot accept any responsibility for the provision of such childcare services.

d) Please note that the chalet kitchens are classified as a technical area and entering these areas is at your own responsibility and risk. You and each member of your party will be jointly and individually liable for any damage or losses caused by you or any member of your party and these will be dealt with in accordance with clause 3 below.

e) Where pet dogs are allowed, with prior confirmation and agreement by Consensio, a signed pet waiver is required before Consensio will allow the pet dog into a specified property.

3. BEHAVIOUR

a) All guests staying with us are expected to conduct themselves in an orderly and acceptable manner and should avoid making excessive noise within and around the Chalet. If in our opinion or in the opinion of any chalet manager or any other person in authority (including local law enforcement in Resort), your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any third party or damage to property we reserve the right to terminate your booking arrangements with us immediately.

b) In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave the accommodation immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation will be made and we will not pay any expenses or costs incurred as a result of termination.

c) You and/or your party will be required to pay for losses, fines levied by local authorities (e.g. for excessive noise) and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid to Consensio or other supplier prior to departure from the chalet; an appropriate estimated amount will be charged. If you fail to make payment, you will be responsible to meet all costs with respect to any claims subsequently made against us as a result of your actions (and indemnify Consensio with respect to legal costs) together with all costs we incur in pursuing any claim against you.

d) Consensio reserves the right to charge the card details which you provided when signing the Chalet Rental Agreement in accordance with its rights under this clause.

e) Please note that smoking is not allowed inside any Consensio properties, or on balconies or external terraces.

4. TRAVEL INSURANCE

a) It is a condition of your contract with us that you and your party obtain suitable winter sports travel Insurance, from a reputable provider, which must at least include the following: –

  1. Emergency Medical Expenses including, amongst other costs; mountain rescue, ambulance charges and repatriation
  2. Cancellation of your trip or Curtailment (cutting short your trip)
  3. Personal Liability to include, amongst other liabilities; damage caused by your negligence to the property in which you are staying and may not include a clause which restricts actions being taken against a travelling companion other than family
  4. Travel and transfer delays which must include amongst other costs; additional costs incurred in the event of a delay beyond your or our control
  5. The policy must include the activities you are likely to do on and off piste skiing with or without a guide (it is possible to ski off piste inadvertently)

b) If you fail to obtain suitable Winter sports Insurance, we shall not be liable for any costs incurred or claims made against us due to your failure to comply with this term.

c) In addition to suitable winter sports Insurance, your insurance policy must also include the following: –

  1. From the 1st January 2021, you should take out medical /health cover due to the uncertainty of Brexit and the possibility that your European Health Insurance Card (EHIC) will become invalid;
  2. Where you have been diagnosed with Covid-19 before departure and are no longer able to travel;
  3. Where you have been in contact with someone that has been diagnosed with Covid-19 and need to self-isolate;
  4. Where you have been contacted by NHS Test and Trace and you are required to self-isolate;
  5. You have been diagnosed during your stay with us or have otherwise come into contact with someone who has been diagnosed and you are now required to self-isolate. Your insurance policy should cover you for repatriation where necessary, emergency medical expenses abroad and additional costs of accommodation and/or transport if you need to self-isolate whilst abroad.

 

5. PASSPORTS, VISAS AND ESSENTIAL TRAVEL ADVICE

a) It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your trip. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure.

b) Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. For further information contact the Passport Office on 0870 5210410 or visit passport.gov.uk.

c) We do not accept any responsibility if you cannot travel or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.

d) For the latest travel advice from the Foreign & Commonwealth Office including security and local laws, plus passport and visa information, visit gov.uk/foreign-travel-advice. Note that this advice can change, and you should continue to check the FCO website until your travel departure.

 

6. FORCE MAJEURE

a) Except where otherwise expressly stated in these booking conditions or our Covid-19 Supplementary Terms, we will not be liable, pay you compensation or issue refunds if our contractual obligations to you are affected by “Force Majeure”. For the purposes of these booking conditions, Force Majeure means any event beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include but are not limited to, warfare and acts of terrorism (and threat thereof), civil strife, epidemics, pandemics and significant risks to human health such as the outbreak of serious disease at the travel destination (including the ongoing effects of Covid-19) or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the supplier(s) concerned’s control. Advice from the Foreign, Commonwealth and Developmental Office to avoid or leave a country may constitute Force Majeure. Please refer to our Covid-19 Additional Terms for more information on cancellations as a consequence of Covid-19.

b) Brexit Implications: please note that certain travel arrangements may be affected as a result of the United Kingdom’s decision to leave the European Union. This could include an unavailability of certain flight routes, access to certain ports and airports and changes to the visa requirements of British citizens travelling to, within or through the EU. Please rest assured that this is something we will continue to monitor and will advise our customers as soon as possible if we become aware of any confirmed bookings that will be affected. However, since this is something which is completely unprecedented and outside our control, we would treat any such changes as Force Majeure, and whilst we will endeavour to provide suitable alternative arrangements where possible, we will not be liable to pay you any compensation.

 

7. FACILITIES

a) Guests staying in chalets and villas with swimming pools and hot tubs use them at their own risk and Consensio can accept no responsibility for accidents/ injuries whilst using these facilities.

b) Children must be supervised whilst using chalet facilities including, but not limited to, swimming pools, Jacuzzis, steam rooms, saunas and gyms. Children under 12 should not use saunas or steam rooms.

c) Consensio does not provide lifeguards and no members of the chalet team are trained nor qualified to act as such.

 

8. PERSONAL INFORMATION & PRIVACY

a) Details of our privacy policy are available on our website. Your personal information and that of all persons on whose behalf a booking is made, or any other person added to a booking, is important to us. We will always treat it with the respect it deserves and will never pass it to any third parties, except those that need this information in the course of providing the services you have booked. If you have any questions about our Privacy Policy, please contact the Data Protection Representative (details in the Privacy Policy).

 

9. EXCURSIONS AND OTHER ACTIVITIES

a) Excursions, activities or other tours or services that you may choose to book or pay for whilst you are on your trip are not part of your contracted arrangements with us. For any excursion or other activity that you book, your contract will be with the operator of the excursion or activity and not with us and we are not responsible for the provision of such excursion or activity or for anything that happens during the course of its provision by the operator.

 

10. END OF WEEK PAYMENTS

a) Upon request, Consensio will make purchases on your behalf both before and during your stay. To enable us to do so, credit card details will be held as a guarantee or a prepayment amount will need to be made. Please note that any such purchases must be settled in full prior to your departure from the Chalet.

 

11. GENERAL

a) Headings within these booking conditions are for reference purposes only and all chalet images/floor plans in brochures and on our websites are intended to give a general impression only.

b) Please note that check in time for all chalets is 4pm and check out is 10am. This allows for the chalet to be fully prepared for your arrival. Earlier access will only be allowed if the chalet is not occupied the previous week.

c) These booking conditions and any matters arising from them are exclusively governed in all respects by English Law. We both agree that any dispute, claim or other matter which arises between us out of or in connections with your contract or booking will be subject to the exclusive jurisdiction of the Courts of England and Wales only. You may, however, choose the law and jurisdiction of Scotland or Northern Ireland if you live in those places and if you wish to do so.

d) Nothing in this Chalet Agreement or these Terms and Conditions limits any liability which cannot be excluded or limited under applicable law, including liability for fraud or misrepresentation or for any death or personal injury suffered by you due to our, our employees or our supplier’s negligence.

e) If any provision or part provision of this agreement is or becomes invalid, illegal or unenforceable, it shall be deemed deleted but that shall not affect the validity and enforceability of the rest of this agreement.

f) You are responsible for making yourself aware of the advice of the Foreign and Commonwealth Office in regards to the safety of the countries and areas in which you will be travelling and to make your decision accordingly.

 

SECTION B – ACCOMMODATION ONLY BOOKINGS WHERE WE ACT AS PRINCIPAL

 

11. BOOKING ACCOMMODATION

a) In order to reserve your booking, you will be required to pay a non-refundable deposit of 10% of the total booking price. The remaining 90% of the total booking price will be due 28 days before departure. Please refer to our Covid-19 Additional Terms for more information on cancellations as a consequence of Covid-19.

b) A booking is made when you complete and sign the Chalet Rental Agreement and you have paid the 10% deposit (or full payment if booking within 28 days of your arrival date). On receipt of this deposit we will forward a booking confirmation to you, at which point a binding contract will come into existence between you and us.

c) On receipt of your booking confirmation please check it carefully and report any incorrect or incomplete information to us immediately. Please ensure that all names detailed are exactly as stated in the relevant passport.

d) If you have paid a deposit, you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we reserve the right to treat your booking as cancelled by you and retain your deposit.

e) All correspondence to Consensio is to be addressed to: Consensio Holidays Limited, 9 Reece Mews, South Kensington, London SW7 3HE, England and a copy sent electronically to sales@consensiochalets.co.uk.

 

12. PRICING

a) We reserve the right to increase our prices at any time before your booking is accepted. We also reserve the right to correct errors in both advertised and confirmed prices.

b) The correct, current price of your accommodation will be confirmed on booking. When you have booked and paid your deposit (or the full amount if you book within 28 days of departure) the price of your booking as shown on your confirmation invoice is guaranteed unless you elect to change the confirmed booking.

 

13. AMENDMENTS BY YOU

a) If you wish to make alterations to your booking after the contract is formed, we will seek to accommodate your request, where it is reasonable to do so. Such changes are at the sole discretion of Consensio. Amendments must be made by the Lead Booker and sent to sales@consensio.co.uk. Where we can meet a request, they will come into effect on the day they are accepted and confirmed to you by Consensio and once any additional costs and charges incurred by us and/or incurred or imposed by any of our suppliers in making this change have been paid by you.

 

14. AMENDMENTS BY CONSENSIO

a) We reserve the right to advise you of a change to your booking both before and after you make a reservation. An amendment made prior to departure which is deemed to be significant by Consensio (for example a change of dates or a change in accommodation standards to a lower standard) gives you the right to cancel the booking if you choose. Should you cancel in such circumstances you will receive a full refund (excluding insurance premiums). In all cases involving significant changes we will pay you compensation as follows:

Days before departure  Compensation per Chalet booking*
More than 28 days €100
28-0 days €400

b) *IMPORTANT NOTE: We will not pay you compensation if your booking is cancelled as a direct result of Covid-19 and you are eligible for the options set out in our Covid-19 Supplementary Terms.

c) Once your stay with Consensio has started, Consensio will pay you a pro-rata refund of the amount set out in clause 14. a) above for any part of your holiday which, due to an amendment made by Consensio, cannot be taken.

d) Please note that Consensio cannot pay expenses, costs or losses incurred by you as a result of any change or cancellation and shall not be liable for any refund should Consensio be forced to cancel or change your booking due to circumstances amounting to Force Majeure (see clause 15 below).

 

15. CANCELLATION BY YOU

a) If you choose to cancel your booking, this must be done by the Lead Booker and sent to sales@consensiochalets.co.uk. Any cancellation will only be effective when we receive it in writing via email.

b) As we incur costs from the time you make your booking, the following cancellation charges will be payable:

Period before party’s arrival in Resort % of cancellation charge
More than 28 days before arrival 10%
28 – 0 days before arrival 100%

Please refer to our Covid-19 Supplementary Terms for more information on cancellations as a consequence of Covid-19.

c) The date of arrival is the date of your arrival in the destination resort. In the case of a multiple week stay the date of arrival is the start date specified on the Chalet Rental Agreement.

d) The amount refunded will be calculated on each week booked individually. In the case of a multiple week stay the refund will only be calculated on the value of the week(s) cancelled, not on the total value of the booking.

e) Depending on the reason for your cancellation, you may be able to reclaim these charges under the terms of your insurance policy.

17. ANY PROBLEMS

a) If you are ever unhappy with any aspect of your accommodation or the services provided, you must address your complaint immediately to both the chalet manager and the local service supplier. Failure to contact the chalet manager, or local service supplier whilst in resort, may affect your rights under this contract.

b) In the unlikely event that your problem cannot be resolved locally, you must inform Consensio in writing of your complaint within 28 days of your return so that any claims to compensation can be examined.

c) You can access the European Commission Online Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.

 

17. CANCELLATION BY CONSENSIO

a) We may in certain circumstances be required to cancel your booking in which case a full refund of the amount you have paid will be sent to you. We regret we cannot meet any expenses or losses that you may incur as a result of change or cancellation. Very rarely, we may be forced by Force Majeure (see clause 6) to change or cancel your booking after your arrival date. If this situation does occur, we regret we will be unable to make any refunds, pay you compensation or meet any costs or expenses you incur as a result.  Please refer to our Covid-19 Supplementary Terms for more information on cancellations as a consequence of Covid-19.

 

18. OUR LIABILITY

a) Subject to the remainder of this clause, we have a duty to select third party suppliers of services that will be provided to you with reasonable skill and care. We have no liability to you for the actual provision of the services, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the suppliers/subcontractors with reasonable skill and care, we will have no liability to you for anything that happens during the service in question or any acts or omissions of the supplier, its employees or agents.

b) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:

  1. The act(s) and/or omission(s) of the person(s) affected;
  2. The act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or
  3. Unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or
  4. Force Majeure (as defined in clause 6).

c) We limit the amount of compensation we may have to pay you if we are found liable under this clause in the following ways:

  1. Loss of and/or damage to any luggage or personal possessions and money. The maximum amount we will have to pay you in respect of these claims is an amount equivalent to the applicable excess on your travel insurance policy because you are assumed to have adequate insurance in place to cover any losses of this kind.
  2. Claims not falling under c) i. above or involving injury, illness or death. The maximum amount we will have to pay you in respect of these claims is the price paid by or on behalf of the person(s) affected in total.

d) It is a condition of our acceptance of liability under this clause that you notify any claim to us strictly in accordance with the complaint’s procedure set out in these conditions.

e) Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to us or our insurers any rights they may have to pursue any third party and must provide us and our insurers with all assistance we may reasonably require.

f) Please note we cannot accept any liability for:

  1. Any damage, loss or expense or other sum(s) of any description which based on the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or
  2. Any business losses; or
  3. Any indirect or consequential loss of any kind.

g) We will not accept responsibility for services which do not form part of our agreement or where they are not advertised on our website. For example, any excursion you book whilst in Resort, or any service or facility which any supplier agrees to provide for you.

h) In cases of compensation or damage arising from non-performance or improper performance of the services involved in any of the Company’s contracts, compensation for personal, including psychiatric injury and non-personal injury is limited to and by all relevant international conventions including but not limited to the Geneva Convention, the Montreal Convention and the Athens Convention.

i) No employee, representative, agent or officer of Consensio Holidays Limited shall be authorised to commit Consensio Holidays Limited to any admission of liability whatsoever and Consensio Holidays Limited shall not be bound by any such admission unless it is explicitly stated in writing and executed by two directors of Consensio Holidays, on behalf of Consensio Holidays Limited.

 

19. CHALET STAFF

a) All Consensio properties are appropriately staffed. The Staff that are provided in our properties all have very specific tasks and duties, which have been carefully selected and designed to ensure that the Chalet is fully operational and to ensure that you obtain as much enjoyment as possible from your stay.

b) Because the Staff has such carefully selected duties, they will not be able to assist with all tasks that you may ask of them. For instance, chalet staff should not be asked to wash or pack guest’s personal clothes or otherwise handle any personal property.

c) If such a request is made of chalet staff and the member of staff agrees to perform such tasks, acting reasonably at all times, Consensio accepts no liability for any loss or damage that may be caused to such items.

 

20. ABTA MEMBERSHIP

a) We are a Member of ABTA, membership 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. If we can’t resolve your complaint, go to abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.

 

SECTION C – WHERE WE ACT AS AN AGENT – TRANSFERS AND SKI GUIDES

This section applies to bookings we make for you when acting as an agent. Please read this section in conjunction with Section A or these booking conditions.

21. YOUR CONTRACT WITH THE SUPPLIER(S) 

a) In respect to the booking of resort transfers and ski guides we will act as an agent to help you to arrange such individual services. For all such arrangements, your contract will be with the supplier/principal of the arrangements in question (the ‘Supplier(s)’). We will arrange for you to enter into a contract with the Supplier(s) of the arrangements. Your booking with us is subject to these terms and conditions and the specific booking conditions of the relevant supplier(s) you contract with and you are advised to read both carefully prior to booking. The Supplier’s terms and conditions may limit and/or exclude the supplier’s liability to you. Copies of applicable conditions are available on request from the supplier.

b) As an Agent, we accept no responsibility for the actual provision of the arrangements or for the acts and/or omissions of the Supplier(s). Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, if we are found liable to you on any basis whatsoever, our maximum liability to you is limited to the amount paid for the booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

 

22. PAYMENT

a) If you have paid a deposit, you may pay full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the Supplier who may cancel your booking and charge cancellation fees set out in their Terms and Conditions.

 

23. TRANSFERS

a) It is your responsibility to make your group’s travel arrangements to an airport from where Consensio can arrange a resort transfer for you. Please inform Consensio of your own flight arrangements at least four weeks prior to departure, requesting any transfers required to Resort.

b) Consensio cannot accept responsibility for guests missing flights for any reason or mislaying or destroying travel documents, and no credit or refund will be given if you fail to take up any services that have been booked for you as a result.

c) Consensio is not responsible for any flight delays but wherever possible in such circumstances we will contact the supplier of the transfers to ensure that any previously booked resort transfers are provided – subject to the transfer supplier’s conditions relating to delays.

 

24. SKIING & SKI GUIDES

a) It is the responsibility of you and your group to judge the suitability of each area in which you ski. If you or any member of your group ski in a location on the recommendation of or are accompanied by any Ski Guide, Consensio will not be liable for any injuries howsoever caused.

b) Unless specified by you pre-arrival, lift passes purchased on your behalf will include a carré neige (where available) to ensure rapid response in the event of an accident whilst skiing. Please note that this does not replace the need for a full winter sports insurance policy.

 

25. CHANGES AND CANCELLATIONS BY YOU

a) Any cancellation or amendment request must be sent to us in writing, by email, and will take effect at the time we receive it. Sometimes, you must directly contact the relevant Supplier if you would like to amend or cancel your booking and we will notify you if this is the case. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we try to assist, we cannot guarantee that the Supplier will meet such requests. Amendments and cancellations can only be accepted in accordance with the Terms and Conditions of the Supplier of your travel arrangements.

b) The Supplier may charge the cancellation or amendment charges shown in their booking conditions (which may be as much as 100% of the cost of the Arrangements and will normally increase closer to the date of departure).

 

26. CHANGES AND CANCELLATION BY THE SUPPLIER

a) We will inform you as soon as reasonably possible if the Supplier needs to make a significant change to your confirmed arrangements or to cancel them. If the supplier offers alternative arrangements or a refund, you will need to let us know your choice within the stipulated time frame. If you fail to do so the supplier is entitled to assume you wish to receive a full refund. We will also liaise between you and the Supplier in relation to any alternative arrangements offered by the supplier but we accept no liability for any changes or cancellations made to your arrangements by the Supplier under your contract with them.

 

27. OUR RESPONSIBILITY FOR YOUR BOOKING

a) Your contract is with the Supplier and its Terms and Conditions apply. As an agent, we accept no responsibility for the actual provision of the arrangements you have booked. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the travel arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission we earn on your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

 

28. ANY PROBLEMS

a) Because the contract for your arrangements is between you and the Supplier, any queries or concerns about your arrangements should be addressed to them. If you have a problem with your arrangements whilst using them, this must be reported to the Supplier immediately. If you fail to follow this procedure there will be less opportunity for the Supplier to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result. If you wish to complain when you return home, write to the Supplier. You will see their name and contact details in any confirmation documents we send you.

b) If you wish to complain about any service we have provided to you (i.e. our booking service) then please contact us directly.

CONSENSIO HOLIDAYS LIMITED COVID-19 TERMS

The following Terms are supplementary to and do not replace (unless where stated) the Booking Conditions on our website or those contained within the Chalet Rental Agreement. Where your booking has been affected by Covid-19, as defined below, these Terms along with the Booking Conditions will apply and will form the basis of your contract with Consensio Holidays Limited, a company registered in England and Wales with company number 07008912 and registered office at 9 Reece Mews, South Kensington, London, SW7 3HE.

Where there is a conflict between the Terms contained within and our Booking Conditions, these Terms will prevail. Please note that these Terms only apply to bookings for accommodation where we act as Principal (see Section A and B of our Booking Conditions), where you have booked concierge [or any other] services, your contract will be with the Supplier of those services and their Terms and Conditions apply.

These Terms represent your sole rights in relation to cancellations due to Covid-19 and where you exercise a right under these Terms, you are not entitled to any compensation and the following clauses within our Booking Conditions won’t apply:

  • Clause 6 – Force Majeure
  • Clause 15 – Cancellation by You
  • Clause 17 – Cancellation by Consensio

These Terms cover the following circumstances where, as a direct consequence of Covid-19, restrictions have been imposed either by the government of the Lead Booker’s country of origin or the local government where your resort is based:

Travel Restrictions

This is where you cannot travel to your resort destination due to restrictions imposed by the relevant Government, such circumstances include:

a) Flight [or other transport] cancellations by the carrier as a direct consequence of the Foreign, Commonwealth and Development Office (or the relevant governmental body(ies) of the Lead Booker’s country of origin) advising against travel (including non-essential travel) to the resort destination and/or as a direct consequence of the strict border controls/closures in place at your resort destination; or

b) A requirement by the government of the resort destination for visitors to quarantine for a period of 3 days or more when they arrive at the resort destination.

Resort Closure

This is where the resort in which your chalet is based has been forced to close, or is set to close during your stay due to restrictions imposed by the relevant government.

Chalet Closure

This is where the accommodation you have booked with us has been forced to close, or is set to close during your stay due to restrictions imposed by the relevant government.

How to cancel: To make a cancellation please contact us via email: sales@consensiochalet.co.uk. You must notify us of the reason of your cancellation and your choice of option (1) or (2) below. Your chalet booking and/or your transport must be effected as a direct result of the Travel Restriction and any cancellation will only be effective when we receive it in writing via email.

If you have cancelled your booking more than 28 days before departure, due to any of the above circumstances, you will be refunded the initial 10% deposit.

If you have cancelled your booking within 28 days of departure, due to any of the above circumstances, you will be entitled to one of the following options:

  1. A voucher to use for a future booking with us, equivalent to the monies paid by you; or
  2. A refund of 90% of the total amount paid to us to the account used for the booking within 14 days of cancellation. We will retain 10% in order to compensate for expenses incurred.

If you choose option (1) above, the following terms apply to the voucher:

  • It is valid for 18 months from the date of issue;
  • It will be credited against the published price of the week that you choose. You will need to pay any difference in price;
  • It is only valid for the specific chalet and resort that you originally booked;
  • It cannot be resold, transferred for value or exchanged for cash;
  • We will not be responsible for any voucher that is lost, stolen, destroyed or used without your permission.

This is a unique website which will require a more modern browser to work!

Please upgrade today!

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.