Ski & board holidays
Neilson price match
We aim to offer some of the best available prices for charter flight ski holidays in the UK. If you find your identical holiday cheaper than you can book with us, then we’ll look to match it. The booking must be for a minimum of two full-fare paying passengers on an identical and bookable holiday featured in any other Tour Operator’s brochure available at your ABTA travel agent (with the exception of special offer brochures). The comparable holidays must have the same departure date and airport and the same accommodation (including room type and board basis). Flight timings must be directly comparable and departing no more than 2 hours before or after our flight. Holiday price comparisons will be between the total cost for the entire travelling party including flight and accommodation supplements, but excluding insurance premiums. We will consider all Price Match requests received but are under no obligation to reduce the Neilson holiday price. Holidays including scheduled flights, special offers, late availability prices, travel agents’ offers and group booking discounts are excluded. All ‘Price Match’ holiday requests must be supported by proof of availability at the claimed price at the time of booking.
Under occupancy supplements
Prices are usually based on at least two adults sharing the accommodation. If fewer adults share the accommodation supplements will have to be paid. These under occupancy supplements are payable per person per night (unless stated otherwise) and may vary depending on date of travel. Infants and children do not count towards occupancy levels in most accommodations. Rooms for the single traveller are available at most properties on request. Contact us for further information and supplements where applicable (see also ‘Single Supplements’ in the accommodation section for more details).
If a single person occupies a room with more than one bed, they will usually be asked to pay a supplement. Hotels often price their rooms as twins/doubles and generally do not reduce their rates if a single person occupies them. The cost to the hotel of providing the room is the same regardless of how many people occupy that room. Single rooms may have different facilities to standard rooms. Single rooms are often smaller, may not have a balcony and may not be of the same general standard as normal twins. While there is normally a supplement for these rooms the overall cost will usually be less than when a single person occupies a double room.
Group booking conditions
These conditions are in addition to our Booking Conditions. All group bookings are subject to availability, which includes respecting the right of hoteliers to decline single-sex groups or groups above a certain size.
- All group offers are subject to availability and the number of group offers per departure may be limited or withdrawn without prior notice. Group offers may be limited to selected properties/ apartments in our brochure. Please ask for details.
- Children do count towards group bookings. Two children count as one adult in regard to free group places/discounts.
- Free places/discounts cover the basic holiday price current at the time of booking. Supplements for meals, under occupancy, room facilities and insurance are excluded.
- The group must book exactly the same holiday at the same time. We may allow large groups to travel from different airports on application, in which case the free place/ discounts may differ by flight.
- Groups travelling for any duration other than 7 nights are on request.
- Free places/discounts will be calculated on the final number of full paying adults travelling. Cancellation of group numbers may result in the loss of free places/ group discount.
- Free places/discounts for groups above 30 will be on request. Splitting large groups into smaller ones is not permitted.
- Group offers are not available on accommodation only holidays.
- All passengers must pay the deposit. A group option can be held on brochured holidays for 7 days while deposits are collected, however this is dependent on availability and how far in advance you book.
- All passengers’ names must be supplied 12 weeks before departure or at the time of booking (with deposits). Subsequent name changes will incur an amendment fee. When supplying passengers’ names, you must at the same time also confirm your rooming list - by this we mean who is to share a room with whom. If you fail to do so, we will allocate rooms and cannot accept any liability if these arrangements do not meet with your approval.
- Names may be required immediately at time of booking on some departure dates or destinations.
- Group offers may not be combined with any other discounts or offers.
- Any person who acts as the leader of a group (whether or not they travel on the holiday), shall be the ‘lead name’ with all the usual responsibilities associated with that role as set out in our booking conditions. In addition, the group leader shall be responsible for confirming all travelling passenger details to either the Travel Agent (when booking through an ABTA member agent) or directly to our Reservations department. They will be responsible for paying all sums that are payable in respect of the booking as a whole (including any amendment/cancellation charges), and for passing on accurately and in full to travelling passengers any and all information issued by the Travel Agent or us, including, but not limited to, passing on copies of our confirmation invoices and a copy of our booking conditions.
- Low deposit for groups - reduced holiday deposits may be available for European charter flight based holidays only for a limited time after which a higher deposit amount will apply which will be advised to you at the time of booking.
- To ensure everyone has the most enjoyable holiday possible in a Neilson Mountain Collection property, we encourage larger groups to stay in a hotel, chalet hotel or chalet whose size matches that of the whole group. In some circumstances, we may restrict large groups from booking in to smaller Mountain Collection properties.
Child price conditions
These conditions are in addition to our booking conditions.
- Children paying a child price must share accommodation with at least two full-fare paying adults paying full brochure price. In some cases larger room types may require additional people to pay full adult price to be eligible for a child price. For example, some family rooms sleeping 6, may require up to 4 people to pay adult prices to be eligible for a child price.
- Child discounts apply for children up to and including 11 years of age with the exception of Mountain Collection guests, unless otherwise stated in the hotel description and apply to the basic adult price. In the case of accommodation only holidays, discounts or supplements apply after the child percentage discount amount has been applied.
- Neilson Mountain Collection properties - Child discounts apply for children up to and including 14 years of age and apply to the basic adult price.
- Third and subsequent children pay the adult price.
- Children count towards apartment occupancy levels.
- Infants under two years of age on the day of return pay £49 (subject to change and will be confirmed at the time of booking.) These charges are for an infant sitting on an adults lap.
- The full adult deposit must be paid for all children except infants.
- Child ages you provide must be applicable to the relevant date of return. If a child is subsequently older on the date of return than originally specified at the time of booking, this may mean they no longer qualify for a child price and you will have to pay the full adult fare, plus any admin fees, before the party can travel. Please check carefully with your travel advisor before booking.
In each property description we state the maximum number of occupants a room or apartment can accommodate; this number can include ONE infant unless otherwise stated. If you need to book more than one infant into a room, please contact us before booking, as enquiries will need to be made with the property manager. For any bookings made which exceed this stated maximum and for which we are advised cannot be accommodated, we reserve the right to pass on the cost of any additional/different rooms/apartments required to accommodate the booking. Please let us know when you book if you need a cot. You may have to pay a charge locally for this and any other special services or facilities you require. When you arrive, you should check that the cot is satisfactory. If not, you must let your representative or hotel know immediately. Certain hotels, resorts, tours and excursions may not be suitable for children or infants. You should read the brochure description carefully to make sure that they meet your needs. Our Reservations team will also be able to advise you if you are still unsure.
Children in chalets
Children under 15 years old are welcome in any Neilson Mountain Collection chalets but only when part of a group booking the whole chalet. The only exception to this is Neilson Chalets Motxo and casale in El Tarter, Andorra where children of any age are welcome all season. Child discounts apply for children up to and including 14 years of age and apply to the basic adult price. Discounts apply to the basic holiday price only and all other supplements and charges still apply. Children of all ages are accepted in Neilson-run hotels on all dates.
Your holiday price: what's included?
From a selected airport. The price of your holiday will be influenced by your flight selection and date of travel. See ‘Your Choice of Flight’ above and the Flight Information section of our website for full details. Return transport - Between your destination airport and accommodation in resort is included. This will usually be in the form of a minibus or coach transfer. Please rest assured that if you are required to wait at the airport for a time before your transfer departs, or stop en route in order to meet other clients we endeavour to keep any waiting time to a minimum.
Guide prices are shown per person and are based on a minimum of two adults sharing a room. Under occupancy supplements may apply in some rooms, including single and family room supplements. Please see ‘Under Occupancy Supplements’ for further details.
Meals in accommodation
Are detailed on each property page.
Assistance from a Neilson host 24/7 if required
Your holiday price: what's extra?
Extra charges before booking
Our prices include an amount to cover our current fuel and other associated charges such as Air Passenger Duty (APD). These charges and costs may change between date of publication and the time of travel. We reserve the right to alter prices, for example we may introduce fuel supplements or add supplements if our aviation, security, taxes or insurance costs change. Please therefore check carefully the total costing, including any additional charges with us or your Travel Advisor before you book.
Value added offers
All offers are subject to availability and will be confirmed at the time of booking, Neilson reserves the right to withdraw any offer at any time. Offers must be added at time of booking unless otherwise stated. All offers are valid for new bookings only and may not be combinable with other offers.
2 for 1 offers
Where 2 for 1 offers are featured in your resort or accommodation, these should be booked against one person for two items and the number of lift passes booked may not exceed the amount of passengers on the booking. Some dates may be excluded.
Guaranteed £50 saving:
Offer applicable to adult and child prices only. Offer applicable to new bookings only. Offer valid on all properties and all departure dates. Guaranteed savings can be combined with other offers including group discounts. Neilson reserves the right to withdraw the offer at any time.
Free lift pass and equipment hire or carriage for the group organiser when booking an entire Neilson Mountain Collection Chalet
Free lift pass and equipment hire or carriage for the group organiser when booking an entire Neilson Mountain Collection Chalet - Offer is valid for one free lift pass and equipment hire or carriage per entire chalet booked and is not combinable with the 1 in 15 free group lift pass offer. Offer excludes the Neilson Chalets Motxo or Casale in El Tarter, Andorra. The free lift pass is a local lift pass. To upgrade to an area lift pass (if available) you must pay the difference in current prices at the time of booking. The free equipment is standard skis/board and boots. To upgrade equipment you must pay the difference in current prices at the time of booking. Ski carriage is subject to availability. Offer does not apply to booking individual rooms in a Mountain Collection chalet. Hotel ‘book by’ offers - These offers are subject to availability and can be combined with other offers. Neilson holds the right to remove these offers at any time.
Fill a Neilson chalet and save up to £150pp
Discounts are subject to availability and only available when a group books the entire chalet including. Prices based on maximum occupancy of the chalet and room and under occupancy supplements will apply. Flight supplements apply to the printed prices. Neilson reserves the right to amend or withdraw offers at any time. In the event of any dispute, the decision of Neilson Active Holidays is final.
Flight timings shown are based on the 24-hour clock system. These timings, however, are provisional only and will be submitted for approval by the UK and overseas scheduling committees, and are therefore given for guidance only and are subject to alteration and confirmation. Our reservation system will show the latest timings for your flight. The right is reserved to substitute alternative airlines and/or aircraft at any time. All bookings are subject to the grant of licenses by the Civil Aviation Authority.
Airline (operating carrier) information
In accordance with EU Regulations we are required to advise you of the operating carrier(s) (or, if the operating carrier(s) is not known, the likely carrier(s)) that will operate your flight(s) at the time of booking. Where we are only able to inform you of the likely carrier(s) at the time of booking, we will inform you of the identity of the operating carrier(s) as soon as we become aware of this. Any change to the operating carrier(s) after your booking has been confirmed will be notified to you as soon as possible. Any change in the identity of the airline, flight timings and/ or aircraft type will not entitle you to cancel or change to other flight arrangements without paying our normal charges except where specified in our conditions.
A direct flight may touch down en-route for re- fuelling, or to pick up and/or drop off passengers. In these instances you are not normally required to disembark and the flight is still considered to be a direct flight. A non-direct flight may require a change of aircraft en-route while a non-stop flight will take you directly to your final destination airport without stopping.
Changes to our flight programme
To ensure we can offer you the best choice of flights at the most popular times of the year, we may put additional flights on sale under different flight codes. We cannot guarantee these additional flights will not incur higher holiday prices and details of these prices will be advised on our website or by your Holiday Advisor. When we make available stays of beyond 7 nights, an extra flight charge of up to £399 per person may be applied to cover the expected loss we may incur from unsold seats.
Please also note however that the flight information shown in our brochure may change after publication.
Occasionally it is necessary to change the airline used that may mean a flight shown as being operated by one airline is substituted by another airline and some services may change and you will not be entitled to any compensation. If you have paid a supplement for an upgraded service, this cost will be refunded.
Your choice of flight
When you check our latest holiday price with your travel agent or on the Neilson website, you will be advised of the basic holiday price including any additional costs associated with your choice of flight (such as, the departure point, day and time of flight or seasonality of flight). By way of a guide, we have shown the minimum price increase that will apply to the holiday prices shown depending on your flight selection - these are listed in the ‘Flight Information’ section at the back of the brochure. The flight you choose will influence the price you pay for your holiday. When you book your holiday you will be quoted the current Adult/ Child ‘holiday price’ which is the basic price inclusive of all applicable costs for the flight you choose. (This is with the exception of supplements for extra legroom seats or any other pre-bookable optional services not shown as being included). Our holiday prices may vary due to:
- Where you fly from – our base prices are usually based on a selected flight from London Gatwick or Manchester but (depending on the destination) we can often offer a choice of flights from these airports and other regional airports at higher holiday prices.
- The time of year/seasonality of your holiday – our prices give an indication of the peak and off peak travel periods with higher prices at certain times of the year. Regional variations in the demand for flights from local airports on different dates also influence the holiday price you pay.
The infant must either sit on an adults lap or occupy a car seat (infants must be at least 6 months to occupy a car seat). If choosing to occupy a car seat, we recommend you contact the relevant airline for regulations for the car seat. Customers choosing this option will need to book a flight seat for the infant. The price of a seat for an infant will usually be the adult seat only price. Ask your travel advisor or call us directly to quote the current seat only price. It is an airline regulation that children aged 2 or over must occupy a seat. Children aged 2 or over on the return flight must pay the appropriate child price of the holiday.
Tickets will be issued electronically, in person or via post when you book a holiday or at least 14 days prior to travel. Please check your documents carefully as soon as you receive them as flight details can sometimes change from those published in the brochure or detailed on your confirmation invoice.
If you fail to check in on time, the airline is entitled to refuse to allow you to board the flight. We cannot accept responsibility if such a situation arises and, whilst we endeavour to assist in making alternative travel arrangements to your resort, any cost or loss incurred as a result will be your responsibility. If you fail to check in at all for your flight from the UK, we retain the right to cancel any other arrangements you have booked with us and you may be unable to use your return flight to the UK. No refund can be made for any unused arrangements. When you arrive at the check-in desk for your flight, you will be asked for your ticket, passport and baggage. If travelling in a group, please make sure all members of your party are at the desk. Once you have checked in, you can move through to the departure lounge where you will find further information, including your departure gate number. Important notice: you must check-in at least 1 hour prior to departure, failure to do so could result in you being denied travel. Remember no calls will be made for your flight so please make sure that you are at the departure gate no later than 45 minutes before your departure time. Passengers that are refused travel will be responsible for arranging alternative transportation at their own expense.
Regulations vary from airline to airline, but some will refuse to carry women who will be 28 weeks or more pregnant on the date of return travel. If you are in doubt, please check with the airline concerned. We recommend that you also consult your own doctor.
Fitness to fly
You may need permission to fly from your doctor if you suffer from certain medical conditions, which may mean you also require assistance from the airline. Should you have any concerns about your fitness to fly please contact the relevant airline directly.
Size restrictions may apply in addition to weight restrictions. Your hold and hand baggage must not exceed the stated allowance on your e-ticket. A charge will be made if the stated allowance is exceeded. Hold baggage allowances range from 15kg up to 20kg. Individual items of luggage must not exceed 30kg for lifting purposes. Full details of your baggage allowance will be printed on your e-tickets and is detailed on the travel information pages of each resort on neilson.co.uk Smoking - Please note that whatever airline you fly with, all UK airlines have a strict no-smoking policy throughout the aircraft.
We advise that the distance between the back support cushion of your flight seat and the back of the seat or other fixed structure in front of your seat will not be less than the minimum stated in the UK Civil Aviation Authority’s Airworthiness Notice No.64, issue 2 of the 29th October 2001 (26 inches).
Our airline partners offer a ‘buy-on-board’ service with a choice of snacks and drinks for you to purchase.
Passports and visa requirements
British Citizen’s holding a 10-year UK passport (5 years for children), issued in the UK should note that some overseas countries have an immigration requirement for a passport to remain valid for a minimum period after the date of entry to that country (typically 6 months).
Non-British Citizen passport holders or British Citizens holding a UK Passport issued abroad or holders of British Subject Passports should contact the appropriate consulate or embassy for advice. Passport and visa regulations can change so check with your Travel Advisor or the relevant embassy well in advance of travel. All passengers must ensure they have valid, acceptable passports, any required visa, any other documentation for both the final destination and any stop-off points en-route. Ensure advanced passenger information (API) is submitted in advance of travel for all destinations. Failure to hold correct documentation or submitting incorrect details with advanced passenger information or visa applications may result in refusal of carriage or entry to a country. Neither we, nor the airline will accept liability if this happens. You may be liable to pay fines, surcharges, other financial penalty, costs (including the cost of an immediate return flight) and any other sums of any description, which are incurred or imposed by the airline or incurred by us.
Apply early: If you need to apply for a passport or renew an expired passport, you should do so well in advance of travel. If you are 16 or over and have never had a passport in your own name, you should apply for one in plenty of time before your holiday. The UK passport service has to confirm your identity before issuing your first passport and will ask you to attend an interview in order to protect your identity. If a visa is required, don’t leave until the last minute – allow plenty of time. You may not be able to travel and insurance may be invalid if the names on your passport and travel documents don’t match. If any member of your party changes their name, we must be notified immediately so that we can change booking documentation. For more information on passports, applications and general enquiries, please contact the Passport Office. Visit: www.direct.gov.uk/ passports or telephone: 0300 222 0000. How to find out about visa requirements - The Foreign and Commonwealth Travel Advice Unit provides information about visa requirements, frequently updates advice for those travelling outside the UK and also provides contact details for relevant Embassy’s, go to www.gov.uk/ foreign-travel-advice
Advanced Passenger Information (API)
Under the UK Government ‘e-Borders’ scheme, Tour Operators and Airlines are required to collect biographical information contained in the section of your passport that can be read by machine (such as name, passport number). We refer to this as your advance passenger information and will pass this onto the e- Borders programme both prior to your departure from a UK Airport to all overseas destinations and on any journey to the UK. We are legally required to collect your advance passenger information – for details visit the UK Border Agency website: www.ukba.homeoffice.gov.uk. You must provide this information before you travel, check your E-Ticket for more information, including details of when your API must be submitted by. Failure to provide the required data may result in carriage being denied.
You should take health advice about your specific needs as early as possible. Visit the NHS Travel Health website for useful information: www.nhs.uk/Livewell/ TravelHealth. Other sources of information include the following websites: www.fco.gov.uk, www.hpa.org.uk, www.nathnac.org your GP or a specialist clinic. If you are visiting a European Union (EU) country you should obtain a European Health Insurance Card (EHIC) and take it with you when you travel. The EHIC can be obtained free of charge by completing an application form available from main Post Offices and from www.dh.gov.uk/travellers. Please note, the EHIC is in addition to Travel Insurance, not instead of it.
If you require assistance at the airport or on a flight, just make your request at the time of enquiry.
It’s a condition of booking that you have medical insurance valid for the sports and activities you intend to partake in. It must also include a 24 hours service for repatriation to UK if necessary.
Ski and extras
Make sure you pre-book equipment, lift passes and tuition as we cannot guarantee availability in resort on peak dates. The quantity of lift passes, equipment hire, tuition and ski/snowboard packages booked may not exceed the amount of passengers on the booking. Once booked the price will not rise. Pre-bookings can usually be made up to 5 days before travel for European destinations. After this you must book items locally. In this brochure, we feature the most popular items but there are many more options available on our website, reservations system and in resort. The items you pre-book start on the morning after your arrival day. You will have to make your own arrangements should you wish to ski on the day you arrive. The prices shown in this brochure were correct at the time of going to print, are ‘from’ prices, based on low season and will be confirmed upon enquiry. We reserve the right to increase prices at any time or withdraw ski pack elements from sale.
Ski and board packs
These packs combine a lift pass (usually a local pass), equipment (usually standard) and tuition and offer a saving compared to booking each item individually. They are only available to pre-book and are not available for purchase in resort. Packs cannot be discounted or combined with other ski pack offers.
Group ski or snowboard tuition
We offer pre-bookable group ski and snowboard lessons in almost all our resorts. Lesson days and durations vary so always check the relevant ski pack panel for details. In the event of there not being enough people booked in to tuition classes to create a ski group, the tuition hours could be reduced.
Children and ski school
Please note that while many ski schools advertise that they accept children but it is the ski school instructors’ assessment of the physical and learning capacity of the individual child that determines whether they are able to join for the full duration of the advertised programme. In the event of there not being enough children booked in to tuition classes to create a ski group, childcare would be provided.
Our brochure includes information on different types of activities, transport services and excursions or establishments that you are likely to find in the local area. We do not own or operate any of these services and these are mentioned by way of a guide only. The information, availability and prices we include in our brochure are subject to change. If you choose to book services locally with the provider of any excursions and activities, we recommend that you check your travel insurance covers any services you book and take part in, and that you familiarise yourself with the company providing the services and any conditions that apply and literature/ documentation you receive.
Resort, ski-school and hotel-run childcare facilities
The resort information pages in our brochure and on our website include basic details showing where a facility operated during the 2016/17 winter season. These are mentioned by way of a guide only and do not form part of your Package. We’re unable to accept responsibility or give any guarantee for the standard of the facilities and qualifications of personnel employed at resort, ski-school or 3rd party hotel-run kids’ clubs. Nor can we guarantee the accuracy of the information given to us by these 3rd parties. Neilson hasn’t undertaken Health and Safety checks and club(s) may not meet standards of similar facilities in the UK. You are strongly advised to remember that local standards and requirements in respect of such clubs may differ overseas. We do provide you with the contact details for the childcare provider on our website so you may ask any questions and make a reservation if accepted. You must ensure that you are completely satisfied with the facilities and staff providing this service when you are in resort and before you enroll your child/children into the club and into the clubs care. Any prices and durations quoted are for guidance only.
Neilson-run children’s clubs
We offer 3 clubs in our hotels in El Tarter in Andorra and Les Deux Alpes in France. The clubs cater for children aged between 4 months and 12 years old. For full details, head to our Neilson-run children’s clubs page.
Neilson-run children’s clubs - Health matters
If your child falls ill during the holiday, you will be expected to take over care until there is no further risk of the illness spreading. Please note a doctor’s certificate may be required.
Neilson-run children’s clubs - Additional needs
We operate an equal opportunities and inclusion policy in all of our children’s clubs, we work together with you to cater to your child’s individual needs. Please assist us by informing our reservations team when booking of any additional requirements your child may have. The more information you can provide us with the more certain we can be of catering to you and your child’s needs. Some children do not settle into our clubs, we will work with you to help them, however if they fail to do so we may ask you to remove the child to avoid causing them and other children distress.
Neilson-run children’s clubs - Supervision and responsibility
We will be responsible for your children whilst they are in our care, we will ensure that they are supervised at all times. Please note: Due to best practice and health and safety reasons we do not offer in room babysitting. We do not promote the use of baby listening devices and children should be supervised at all times, never being left in rooms unsupervised. Our child protection policy is available on request. For more information on health and safety, care ratios, evening care, what to bring, menus and sample days see our childcare information page.
Ski and snowboard carriage
Carriage of skis and snowboards is strictly limited on flights and subject to availability as space cannot be guaranteed. The cost to pre-purchase equipment carriage at the time of booking will vary by carrier. If you chose to book at the airport, the cost is likely to be higher (subject to availability as space cannot be guaranteed). Dimensions and maximum weights also vary from airline to airline and should be checked with us prior to booking. Passengers who pre-book carriage of their skis and snowboards are guaranteed that in the event they are off loaded (due to aircraft weight restrictions), the booking fee will be refunded and the skis/snowboard will be forwarded to your resort at no extra cost. Should this not be practical, quality skis/snowboard will be provided by us in resort for the intervening period (one set per fee paid). For this reason, we do not recommend that you use a large ski/snowboard bag or hard case to carry both your equipment and clothing together as we do not replace clothing. You are responsible for the airport storage and costs of any equipment refused passage due to failure to pre-book aircraft space for your skis or snowboard. We recommend that all your sporting equipment be insured separately, since more valuable or fragile items may not be covered by your insurance.
Your accommodation and resort
Unless we have stated that a service or facility is free in our accommodation descriptions or included services/facilities in an all-inclusive package, you may be asked to pay a charge locally. Here are a few examples of what you might expect to pay for locally, but always check first as there may be others.
- Safety deposit facilities, room service, minibar, TV / satellite TV, telephone calls, internet and Wi-Fi
- Facilities and equipment such as spa entry, indoor pools, sauna, steam room and table games
- Health and beauty treatments
- Local taxes payable on check out
- Entertainment and activities away from your accommodation
- Highchairs, cots, hotel-run children’s clubs and meals for infants
- Certain à la carte meal options
- Porterage of luggage at any stage
- Daily car parking charge at some hotels/apartments
Neilson-run hotels and chalets
In Andorra, France and Italy, Neilson run and staff a selection of chalets and hotels. We have a few things for you to note about these properties:
In Chalets, footwear is to be indoor shoes or slippers only - so please make sure you pack something comfortable.
Neilson-run hotels have their own bars. Local licensing laws prohibit the consumption of duty free and bought-in alcohol in the public areas.
Our Neilson-run hotels do not feature in local Tourist Office publications and are not subject to official classification. This is because they are generally leased by us for the entire season and run exclusively for our guests.
Large multi-bedded rooms in chalets which are significantly more spacious than others in the same chalet, or bedrooms with two distinct sleeping areas have been priced on the basis of 3 or 4 people sharing. This means that under-occupancy supplements will apply if just 2 people book these rooms.
Accommodation can, at times, have a lively atmosphere, and facilities and entertainment may vary according to the mix and ages of guests in residence.
Multi-bedded rooms - Please note that if you book a multi-bedded room but your party is less than the number shown, the hotelier may allocate you a room with fewer beds when you check in.
Depending on what time you arrive in to your resort, it may not be possible to check-in to your room/s straight away. Generally, check-in times are between 12 and 4pm, but if you are staying in an apartment, some may not be ready until around 5pm. In all cases though, delays may occur with check-in whilst your room is prepared for you. Often, the property will have a left luggage area for you to store your bags, but these will be left at your own risk and the property may not be liable for any loss or damage.
Due to the allocation on arrival nature of guesthouses, we cannot guarantee that more than 1 room per booking will be in the same guesthouse.
In most cases when arriving at self-catering accommodation, you’ll be asked for a deposit. This is refundable, less the cost of any additional cleaning, damage or loss. When you register, many hotels will ask you for an imprint of your credit/debit card to cover any personal extras. In some cases they may ask for a large cash deposit.
Cleaning is usually carried out prior to your arrival. No additional cleaning will take place during your stay unless otherwise specified. Important: You must leave the apartment in the condition that you found it. Failure to do so will result in a cleaning charge being made by the relevant property management and deducted from your deposit.
Most European properties charge a daily ‘Tourist Tax’. If charged, you would need to pay the hotel directly and the amount varies between approx. €0.50 and €3 per person, per day depending on the star rating of the accommodation.
Most properties in Austria have 'Austrian twin' beds which are two separate mattresses and bed linen on one large bed frame with a common headboard.
Views from a balcony/terrace
Rooms described as having a piste, village or mountain view may not have a full piste, village or mountain view because of flora and fauna or buildings blocking the view.
All Neilson-run hotels and chalets have Wi-Fi in the public areas free of charge. We cannot guarantee an uninterrupted service or that the speed will be the same as you experience in the UK. The connection may be restricted at certain times of the day and technical issues may cause temporary withdrawal of internet facilities.
Overseas safety standards
Safety standards and regulations overseas may not be of the same level that we enjoy in the UK. For instance, the design and height of balconies may differ. The setting and enforcement of local regulations is a matter for the authorities of the country and the foreign supplier of the services concerned. We are working with hoteliers to improve standards wherever possible. You should familiarise yourself with fire procedures, including emergency exits in your accommodation. If in doubt, ask a member of our team.
At Neilson, we are proud that our staff are the best in the business. They are thoroughly trained in making sure that you have a great holiday, added to which they are local experts and their knowledge is at your disposal. Our staff are also trained to know when they are not wanted - so if you want to do your own thing while you’re on holiday they’ll be perfectly happy to leave you alone. If you have a complaint, we need to know about it and our staff will do their best to solve the problem as soon as is reasonably possible to minimise any inconvenience. This will also help us improve the holiday experience for all our customers. There may be times when our local staff are unable to solve a particular problem immediately. While appreciating that this may be upsetting for you, Neilson does expect you to behave in a reasonable manner towards our staff. Consequently, should any customer act in a threatening or intimidating manner towards Neilson staff, we shall have no hesitation in taking appropriate legal measures.
Even in established resorts there is often a possibility of building work taking place. If in our opinion this is likely to affect your booked accommodation we will tell you at the time of booking, or if you have already booked, you will be contacted before departure if there is time.
Restrictive legalization against smoking is increasingly common in destinations worldwide. You may find that your hotel or areas within your hotel and holiday resort operate enforced smoking regulations. Fines may be imposed for breaking regulations. To find out more visit the FCO website www.fco.gov.uk
Travellers with reduced mobility or disability
The majority of overseas accommodation, overseas transport (including transfers) and other holiday services provided overseas are not equipped to cater for the needs of many disabled holidaymakers. It is therefore important, if you have any disability, that the appropriate enquiries are made about the suitability of particular accommodation, resorts, transport and services, and that you are fully satisfied you have made the correct choice before you book and confirm your holiday.
Please note: if special arrangements need to be made, an extra charge may be levied, either before you go or when you arrive in resort. We cannot be held responsible if you fail to tell us about any special needs or requirements that will affect your holiday experience.
Photography and maps
While we make every effort to ensure that the piste/resort maps shown in this brochure are up to date, they are included to give you an indication of the ski area available and we cannot guarantee every lift and run is represented. Some of the atmospheric photography shown in conjunction with particular accommodation and resorts advertised in this brochure (e.g. kids playing in the snow or close-up in a pool) was shot on location and not necessarily at the accommodation or resort concerned. We’d like to thank all of our suppliers and partners for assisting in providing photography for this brochure and our website. Credit card charges - When booking a holiday with a credit card through our website or directly with us over the phone, a 2% charge with a maximum charge of £95 per transaction will apply..
To ensure we consistently deliver excellent customer service, telephone calls to Neilson's UK offices are recorded. Calls to 0845 numbers are charged at local call rate, calls to 0844 numbers are charged at 5.2p per minute and calls to 0871 numbers are charged at 10.3p per minute (from BT fixed lines, mobile and other providers’ charges may vary).
ABTA - The Travel Association
Neilson Active Holidays Ltd is a member of ABTA with membership number Y6127. ABTA and ABTA members help holidaymakers to get the most from their travel and assist them when things do not go according to plan. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. For further information about ABTA, the Code of Conduct and the arbitration scheme available to you if you have a complaint, contact ABTA, 30 Park Street, London, SE1 9EQ, Tel: 0203 117 0500 or look at their website: www.abta.com
All the flight inclusive holidays on this website are financially protected by the ATOL scheme. The price of your holiday includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. Our ATOL number is 10794. You will be supplied with an ATOL Certificate, please check to ensure that everything you booked (flights, hotels and other services) are listed on the certificate. Please see our booking conditions for further information or for more information on financial protection and the ATOL certificate go to www.caa.co.uk/ATOLcertificate