Cornavirus Update

Terms & Conditions – Winter 2019/20

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, 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 is in agreement with us.

By making a booking, the first named person on the booking 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 (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;
  3. 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 and arrange other services 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 a transfer, ski pack etc. Whatever you decide, we will treat each element as a separate booking so that the price charged in total for the booking of more than one element will always equal the prices charged separately for each individual element. To help you to identify which element you would like to book, prices on our website are listed by element and each element of the booking is available to buy separately at the same price as it would be if more than one element is booked. This means that separate items purchased do not constitute a package as defined in the Package Travel, Package Holidays and Package Tours Regulations 1992 or package or Linked Travel Arrangements as defined in the Package Travel and Linked Travel Arrangements Regulations 2018.

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). Where we are acting only as an agent our liability to you will be reduced, as set out in Clause 14 below.


a) A booking is made when you complete and sign the Chalet Rental Agreement and return it together with the deposit detailed on the Chalet Rental Agreement. On receipt of this deposit we will forward a booking confirmation to you. The deposit payment is non-refundable.

b) 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.

c) 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 cancel your booking in accordance with Clause 7 below.

d) All correspondence to Consensio is to be addressed to: Consensio Holidays Limited, 9 Reece Mews, South Kensington, London SW7 3HE, England.


a) The 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 70 days of departure) the price of your booking as shown on your confirmation invoice is guaranteed unless you elect to change the confirmed booking.


a) We endeavour to ensure that all of 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.


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 confirmed in writing, signed by you or any authorised member of your group. They will come into effect on the day they are accepted and confirmed to you by Consensio and once any additional payments have been made by you as advised by Consensio. You agree to indemnify Consensio for any reasonable expenses incurred in making an amendment whether or not Consensio succeeds in confirming your request.

b) Subject to availability, any change of dates within the same winter season more than 70 days prior to departure will be accepted by Consensio without charge. A change of dates to a future winter season or within 70 days of departure will be deemed a full cancellation and cancellation charges will apply. Please see clause 6 below.


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 70 days €100
69-37 days €200
36-0 days €400

b) Once your stay with Consensio has started, Consensio will pay you a pro-rata refund of the amount set out in clause 5. a) above for any part of your holiday which, due to an amendment made by Consensio, cannot be taken.

c) 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 16 below).


a) If you choose to cancel your booking you must do so in writing sent to Consensio’s registered address shown above, or by email. Any cancellation will only be effective when we receive it in writing. Recorded delivery of your postal notification of cancellation is strongly recommended.

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 booking price refunded (weekly price)
70 days before arrival 75%
69-29 days before arrival 25%
28 -0 days before arrival 0%

c) Upon cancellation, the property will be released for sale and if we can resell, we will notify you and arrange to repay to you the amounts that we can offset against your cancellation charges. Any such amounts will be reimbursed 28 days after the booked period.

d) 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.

e) 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.

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

g) Please note that your flight refund will be dependent on your flight ticket type and that insurance premiums are non-refundable.


a) If you fail to pay the balance of the booking price or other costs before the due dates, we reserve the right to cancel your booking. In such circumstances no refund will be paid to you.


a) Consensio’s obligation is to provide accommodation to you as set out on our website and source other arrangements putting together an itinerary in line with your instructions. 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: –

i. The act(s) and/or omission(s) of the person(s) affected;
ii. 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
iii. 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
iv. An event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.

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:
i. 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.

ii. 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 complaints 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:

i. Any damage, loss or expense or other sum(s) of any description which on the basis of 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

ii. Any business losses.

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 on behalf of Consensio Holidays Limited.


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 child care. 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 child care services.

d) Please note that the chalet kitchens are classified as a technical area and for your own safety should not be entered unless accompanied by a member of staff. Entering these areas is at your own responsibility and risk.

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.


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.


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

i. Emergency Medical Expenses including, amongst other costs; mountain rescue, ambulance charges and repatriation
ii. Cancellation of your trip or Curtailment (cutting short your trip)
iii. 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
iv. Travel and transfer delays which must include amongst other costs; additional costs incurred in the event of a delay beyond your or our control
v. The policy must include the activities you are likely to do and in particular off piste skiing with or without a guide (it is possible to ski off piste inadvertently)

b) In the event that 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.


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) In the event that 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.


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

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 Note that this advice can change and you should continue to check the FCO website until your travel departure.


a) This section applies to bookings we make for you when acting as agent.

b) 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 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.

c) In the booking of transfers and ski guides your contract is with the supplier and its booking conditions apply. As Agent, we accept no responsibility for the actual provision of the arrangements. 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, in the event that 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.


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 in an effort to ensure that any previously booked resort transfers are provided – subject to the transfer supplier’s conditions relating to delays.


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.


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.


a) Except where otherwise expressly stated in these booking conditions, we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. These events can include but are not limited to war, threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority, industrial dispute, natural or nuclear disaster, fire, chemical or biological disaster, adverse weather conditions and all similar events outside of our own or the relevant supplier(s) control. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure.   


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.


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.

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


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. We may contact you from time to time with information and offers that we think might be of interest. Should you wish to stop hearing from us, by email or by any other means, please email us at If you have any questions about our Privacy Policy please contact the Data Protection Representative (details in the Privacy Policy).

20. 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) 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 to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on .

c) 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.

d) These booking conditions and any matters arising from them are exclusive 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.

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