Frequently Asked Questions


How far in advance can I make a reservation?

You can make reservations up to and including the day of departure.

How can I turn a quote into a firm booking?

If you would like to turn the quote you received into a firm booking, you have two options:

- You can make a firm booking online by connecting to My Account and paying by credit card (Visa, Eurocard, Mastercard, American Express). - You can call one of our advisors on 0800 260 5082 and complete your order by credit card (Visa, Eurocard, Mastercard, American Express).

What should I do if I can’t reserve directly on the website or if I need some advice?

Get in touch by phone on 0800 260 5082.

N.B. Processing fees for phone reservations are higher than for online reservations.

Can I make a commitment-free pre-reservation?

No, this isn’t possible.

Is the availability of apartments displayed in real time?

Apartment availability is displayed in real time.

However, if several users are reserving at the same time, it is possible that a product displayed as available becomes unavailable.

Why do I have to provide my contact details?

Your travel documents will be sent by email; your email address is therefore essential for your reservation. We also need your contact details (preferably a mobile phone number) should we need to contact you. We will never share your details with a third party; you can therefore enter these details in full confidence. A mobile phone number is essential if you have reserved a 'Grocery Box Delivery Service' option.

How much are processing fees?

£15 for online reservations made with a credit card; £20 for phone reservations. Processing fees are increased by £12 if the deposit has been paid by credit card on the site but the balance of the booking is paid by any other means of payment.

Fees may be less depending on marketing campaigns.

How do I know if my reservation is final?

You will receive a confirmation email within 2 hours of making your reservation. If you do not receive an email, please call our Customer Service on 0800 260 5082, but under no circumstances should you make a new reservation.

What if I made two or more reservations by mistake when I only wanted to make one?

If you have made two or more identical reservations when you only wanted to make one, you must send an email to immediately, specifying that you only require one reservation. The email must include the name of the person who made the reservation, as well as the file numbers. Please also send us the bank account details for the person who paid for the reservation. A £10 cancellation fee applies for each reservation to cancel.

How can I make a change to my reservation?

If you would like to make a change to a confirmed reservation, please send your request by email to, specifying your file number and the name of the person who made the booking. Changes may be made to reservations according to availabilities.

An amendment fee will apply in addition to any fees charged by our suppliers. Additional costs claimed by our suppliers will be subject to prior approval of the customer.

Amendment fees:
- £15 fee for bookings under £300
- £30 fee for bookings between £301 and £599
- £50 fee for bookings between £600 and £1799
- £80 fee for bookings of £1800 and more  

Can I cancel my trip?

It is possible to cancel your stay. However, any cancellation for whatever reason, partial or total, must be notified to us by email at the following address: All requests for cancellation must be accompanied by a bank account number in the name of the file holder. will proceed to the reimbursement of the sums paid, except file fees, modification fees, management fees and amounts of insurance contributions always acquired by and deduction made of the sums retained as penalties of the scale below:
between 45 and 30 days before departure: 10 % of the price of the trip (booking fees and insurance not reimbursed) - between 29 days and 15 days: 75 % of the price of the trip - less than 14 days before departure or no show: 100 % of the total amount of the order
*The above-mentioned fixed costs do not apply to the products "non flexible", "non modifiable", "non cancellable", "flexible", "NANR", "partially refundable", "partially modifiable", or any other mention accompanying the price list of the product mentioning a difference compared to the basic fixed costs (information communicated on the product and carried over on the documents relating to the stay). TRAVELFACTORY shall refund the sums paid by the Customer after deduction of the cancellation fees, the management fees and, if applicable, the insurance contributions still due, as soon as possible and at the latest within fourteen (14) days after the cancellation of the Order.
When and how will I receive my travel documents?

We will send you travel documents by email within 2 hours after receiving full payment for your reservation. You will need to print the travel documents and show them upon arrival to collect your keys and any other services you have reserved.

Sometimes our emails are treated as spam. If you haven’t received an email with the travel documents, remember to check your spam folder. If you still have not received them within 2 hours, please contact our Customer Service on 0800 260 5082, but under no circumstances should you make a new reservation.


Which methods of payment do you accept?  

- We accept payments by credit card (Visa, Master Card, AMEX) and PayPal

Is online payment secure?

Our online payments are secured via SYSTEMPAY by La Banque Populaire Rives de Paris, and we never store your bank details.

What if my payment is refused?

Sometimes payments are refused because the total amount exceeds the limit for credit card payments set by your bank. If this happens, do not refresh the page and make a new reservation - call our Customer Service on 0800 260 5082.

When will my account be debited?

If you make your reservation more than 30 days before departure, 35% of the total order amount will be debited upon reservation, and the balance is automatically debited 30 days prior to the date of departure.
If you make your reservation less than 30 before departure, the full amount will be debited.

Can I pay using more than one credit card?

No, you may only use one credit card for a reservation.

Do I have a firm reservation once I have paid online?

As soon as we receive your payment, your reservation is firm and definitive. In the rare case of unavailabilities, we will contact you to find another accommodation option suited to your needs. If no alternative is deemed satisfactory, we will ask you to send us the bank details of the person who paid for the booking and proceed with a refund.

How do I apply a promotional code?

To apply a promotional code, you will need to enter it when you make your online reservation or tell the Customer Service representative if you are making a phone reservation. We will not apply any promotional codes received after a reservation is made.


Should I take out cancellation insurance?

We always offer the possibility of purchasing cancellation insurance. If you cancel your trip before you leave, you will have to pay cancellation fees unless you have cancellation insurance. These fees are deducted from the amount of your trip and increase the closer you are to your departure date. Cancellation insurance allows you to recover all or part of the fees retained by the tour operator after cancellation fees have been applied, according to the terms of the contract.

- Cancellation insurance means your trip will be refunded in case of unforeseen circumstances prior to departure (according to the terms of the contract
- Repatriation insurance covers on-piste recovery, assistance, repatriation and interruption of the trip (according to the terms of the contract), for which you will refunded if you have a ski-related accident; your repatriation if necessary; on-piste recovery (except hors-piste) and related fees; medical fees and holiday interruption at a pro rata temporis rate
- Insurance in case of lack of snow or excess snow upon departure (according to terms of the contract)
- Insurance in case of theft or damage to ski equipment allows you to be refunded if your ski equipment is damaged or broken (according to different insurance procedures)

What should I do if I have an accident?

If you have purchased repatriation insurance, the steps to follow will be outlined in the travel document that you receive by email prior to departure. Don’t forget to print this out and keep it handy when you leave.


What time will my apartment be available?

Hours may vary depending on residences. Check the details on the description of the apartment you selected. Check-in and check-out times will also feature on the accommodation voucher. 

Arrivals usually take place around 5pm.

Please note you will not be able to access your accommodation earlier than the time indicated on your accommodation voucher.

What should I do if I have a late or delayed arrival?

If you have a late or delayed arrival, it is essential that you warn the host so they are ready for your arrival. You can find their contact details on the accommodation voucher.

Some hosts may apply fees for late arrivals.

Do I need to pay a deposit? If so, who should I pay and how much?

You will be asked for a deposit per apartment when you collect your keys. The amount varies according to different residences and types of apartment. Please check the description of the apartment you have selected.

What is visitor’s tax/tourist tax (taxe de séjour) and who should I pay?

This is the tax collected by the local council. It is mandatory and is calculated per person per day. The amount varies in different towns. You need to pay this tax on the day of arrival at the reception desk when you collect your keys.  

Are the photos of accommodation on the website actual photos of the accommodation I want to reserve?

Photos published on the website or sent by email are illustrative and are not contractual. The accommodation you choose may not look exactly like the photos.  

Descriptions of accommodation (size, layout, types of beds…) are written by type, which means that two apartments of the same type may differ slightly.  

What are the exact dates of my reservation?

Depending on the type of holiday you have booked, your apartment will be reserved from Saturday to the following Saturday, or from Sunday to the following Sunday, i.e. 7 nights. This does not apply to reservations for weekends or short breaks.

What time do I need to leave my accommodation?

Generally speaking, you will need to leave your accommodation at 10 am at the latest for week-long holidays beginning and ending on a Saturday or Sunday.

I would like a 4-person apartment for 2 people. How much will this cost?

If you make an accommodation-only booking, the price displayed is the same no matter how many people stay in the apartment.

If you choose a package deal, prices are displayed per person and based on maximum occupancy of the apartment. Prices per person are automatically adjusted if there are fewer people than maximum occupancy.

I have lost my travel document. What should I do?

If you lose your travel documents, send an email to so that one of our Customer Service reps can send your travel documents by email.

How do I get my deposit back?

Your host will return your deposit after checking the apartment and inventory at the end of your stay, provided there is no damage and the apartment is clean. 

You may also receive your deposit by post after you have returned home.

Does my baby count as a full person on a booking?

Yes, babies must be included in the number of participants in the reservation.

Are bed linen and towels provided in the apartments?

In most residences, bed linen and towels are not provided, however for more accurate information, check the description of the apartment you have selected.

Is there a television in the apartments?

If a television isn’t included in the description of your apartment, you may still hire one depending on availability. Hire costs vary between different residences.

Is there a cot in the apartment?

If a cot isn’t included in the description of your apartment, you may still hire one depending on availability. Hire costs vary between different resorts.

Are pets allowed?

Not all residences allow pets, so check the description before making your reservation. It is the client’s responsibility to inform the host if they are bringing a pet. Please note that extra fees apply for pets in residences that allow pets, which must be paid upon arrival. There is a limit to the number of pets permitted per reservation. Animals must be kept on a leash in common areas. You must inform the host of the size and weight of your pet. Animals heavier than 15 kg are not accepted. Attack dogs (e.g. Pit-bulls) and guard dogs or defence dogs are prohibited in any accommodation that appears on You must show the host up-to-date vaccination documents for each pet.

Do we have to clean the apartment before leaving?

If you are staying in an apartment or tourist residence then yes. If the apartment is not perfectly clean when you leave, the host will bill you for cleaning fees. This does not apply to hotel bookings.

Can I make a request regarding the location of the accommodation I have chosen?

If you would like to make a particular request concerning the location of your accommodation, please send an email to, specifying your file number and the name of the person who made the booking. We will send this request to our host partner.  

N.B.: It is the residences that allocate apartments. We therefore cannot guarantee that your request will be accepted. However, our partner hosts always do all they can to answer customer needs.

How do I order an added option (high-chair, television, parking spot…)?

If added options such as a high-chair, a child’s bed, television or a parking spot are not already included in your booking, you will need to request this from the residence.

Please send an email to, specifying your file number and the name of the person who made the booking. We will forward it to the partner host.

If you already have your accommodation voucher, you can contact the partner host directly. Contact details appear on the accommodation voucher. N.B.: Because it is the individual hosts who offer these services, we cannot guarantee that your request will be accepted. However, our partner hosts always do all they can to answer customer needs. Please note that any costs associated with these added options will need to be paid at the residence.  Costs may vary between residences.

What if I’m not satisfied with my accommodation and I want to make a complaint?

If you find a problem with the accommodation (missing equipment or dirty areas, for example) or with any other service upon arrival, you must immediately contact the service provider to resolve it. Complaints received 12 hours after arrival will not be taken into account.

If you would like to file a complaint, you must write to us within a maximum of 15 days after the end of your trip. Only letters sent by registered mail will be taken into account. We do not process complaints received by email.


What types of services are available?

Several optional services are available when you make a reservation. These cover accommodation (beds made upon arrival, housecleaning at the end of the trip), half- or full-board options, well-being, ski passes and ski equipment hire. 

When can I make changes to my options?

You may make changes to all options at any time up to 24 hours before your departure (ski equipment, insurance, well-being, end-of-stay cleaning…).

Fees may apply if you cancel a service less than a month before departure. Modification fees will also apply.

If the changes I make lower the total price of my holiday, will I receive a refund?

Yes, any changes you make up to 5 days before departure are refunded, if applicable, as soon as possible via bank transfer. Please ensure you send us the bank details of the person who made the reservation.

Please note that you must show the modified voucher to be refunded.

What time does the 'Grocery Box Delivery Service' deliver?

The 'Grocery Box Delivery Service' delivers on the Saturday of your arrival between 5.30pm and 11pm. The caterer will call you on your mobile phone to let you know when you will receive delivery. Make sure you enter your mobile phone number when you make your reservation. 

Where and when do I pick up the ski equipment I hired online?

The travel documents you receive before departure include the name, address and other details concerning the ski hire shop where you can pick up your ski equipment. Make sure you print this document before you leave.

Depending on your arrival date, your equipment is reserved from Sunday to Friday (for week-long holidays beginning and ending on a Saturday); or from Monday to Saturday (for week-long holidays from Sunday to Sunday).

Do I need to leave a deposit for ski equipment hire?

The ski hire shop will usually ask you to leave a piece of ID and an imprint of your credit card instead of a deposit. This will be returned to you when you return the ski equipment.

What happens if the equipment is lost, damaged, broken or stolen? will not be held responsible in case of loss, theft, damage or breakage of ski equipment. We strongly suggest taking out theft and damage insurance, which will allow you to reimburse the cost of equipment in case of damage or theft (conditions apply).

How long are ski passes valid?

Depending on your date of arrival, your ski pass is valid from Sunday to Friday (for week-long holidays beginning and ending on a Saturday); or from Monday to Saturday (for week-long holidays beginning and ending on a Sunday). 

Where and when do I collect my ski pass?

You must present your voucher at the resort’s cash desk to collect your ski pass.

We are unable to refund or reissue a ski pass if it is lost or stolen. We strongly suggest purchasing Snow Insurance to avoid this type of inconvenience.


Which references do you need if I contact you?

This information will be included on your travel documents.

Who can I contact if I have a problem at the resort?

The host’s name and number appear on the top left of your accommodation voucher.

If you have any problems upon arrival, you can get in touch with our Customer Service from Monday to Friday from 9 am to 7.30 pm and on Saturdays from 10.00 am to 7.00 pm on 0800 260 5082.

In the tourism industry, prices are subject to strong seasonality effects, usually based on school holidays. Some dates are requested more than others, so our rates evolve accordingly. Prices will not be modified after a reservation is final, whether there is an increase or decrease.

I booked a holiday using your service and I would like to share my experience with you.
You will receive a questionnaire automatically upon your return.

Where can I get travel advice including passport and visa information?
The Foreign, Commonwealth & Development Office and National Travel Health Network and Centre have up-to-date advice on staying safe and healthy abroad.
For the latest travel advice from the Foreign, Commonwealth & Development Office including security and local laws, plus passport and visa information check and follow @FCDOtravelGovUK  and
For the latest travel advice from the Foreign, Commonwealth & Development Office including security and local laws, plus passport and visa information check  Foreign travel advice - GOV.UK (


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