Monday to Friday 8am to 4pm.
Closed week-ends and bank holiday.
Service department 0800 260 5082
Contact us
Travelski Booking Department:
0800 260 5082

Available from Monday to Friday 8am to 4pm. Closed week-ends and bank holiday.


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 logging into your 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 providing credit card details (Visa, Eurocard, Mastercard, American Express) over the phone.

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

If you are unable to make a reservation directly on the website or if you require assistance, please contact us by phone at 0800 260 5082.

Can I make a commitment-free pre-reservation?

No, it is not possible to make a commitment-free pre-reservation.

Is the availability of apartments displayed in real time?

The availability of the apartments are not displayed in real time as the website can take up to 48 hours to update. If you are not able to book your chosen apartment or would like to confirm availability, please contact our customer service team.

Why do I have to provide my contact details?

Your contact details, including your email address and preferably a mobile phone number, are required for your reservation. We need your email address to send you travel documents, and your contact details may be used to communicate with you if necessary. Your contact details may be forwarded to our partners in order to provide you with the services ordered. These include the accommodation, lift pass office, ski school ski hire suppliers and insurance company.

How much are processing fees?

The processing fee for both online reservations and phone reservations is £19.  Please note that processing fees may vary depending on marketing campaigns.

How do I know if my reservation is final?

Once you make a reservation, you will receive a confirmation email within 2 hours. If you do not receive the email, please contact our Customer Service at 0800 260 5082. Do not make a new reservation without confirmation.

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

If you accidentally made multiple identical reservations when you intended to make only one, please send an email immediately to Specify in the email that you only require one reservation and include the name of the person who made the reservation and the booking numbers. The cancellation is subject to our cancellation conditions and fees may be applied

How can I make changes to my reservation?

If you would like to make changes to a confirmed reservation, please send your request by email to Specify your file number and the name of the person who made the booking. Changes to reservations can be made subject to availability. Please note that changes to participants of the booking, ski-hire and ski-passes can be modified without charge until 15 days before your departure date, after this date amendment fees will apply.

Should you wish to make changes to the booking other than those stated above, charges will be applied by Travelski in addition to any fees charged by our suppliers. Additional costs claimed by our suppliers will require prior approval from 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, whether partial or total, must be notified to us by email at All cancellation requests must be accompanied by a bank account number in the name of the file holder. will proceed with the reimbursement of the sums paid, except for file fees, modification fees, management fees, and amounts of insurance contributions, which are non-refundable. The following cancellation fees will apply:

  • Between 45 and 30 days before departure: 10% of the price of the trip (booking fees and insurance not reimbursed)
  • Between 29 and 15 days before departure: 75% of the price of the trip
  • Less than 14 days before departure or no-show: 100% of the total amount of the order

Please note that the above-mentioned cancellation fees do not apply to certain products with specific terms and conditions, such as "non-flexible," "non-modifiable," "non-cancellable," "flexible," "NANR," "partially refundable," "partially modifiable," or any other mention that indicates a difference compared to the basic cancellation fees. TRAVELFACTORY will refund the sums paid by the customer after deducting the applicable cancellation fees, management fees, and insurance contributions, if any, as soon as possible and no later than fourteen (14) days after the cancellation of the order.

When and how will I receive my travel documents?

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

If you do not receive the travel documents by email, please check your spam folder. If you still haven't received them within 2 hours, contact our Customer Service at 0800 260 5082. Do not make a new reservation without confirmation.



Which methods of payment do you accept?

We accept payments by credit card (Visa, Mastercard, AMEX) and PayPal.

Is online payment secure?

Our online payments are secured using STRIPE by La Banque Populaire Rives de Paris, and we do not store your bank details.

What if my payment is refused?

If your payment is refused, it could be due to the total amount exceeding the credit card limit set by your bank. If this happens, do not refresh the page or make a new reservation. Instead, contact our Customer Service at 0800 260 5082.

When will my account be debited?

If you make your reservation more than 35 days before departure, 10% of the total order amount will be debited upon reservation, and the balance will be automatically debited 35 days prior to the departure date. If you make your reservation less than 30 days before departure, the full amount will be debited.

Can I pay using more than one credit card?

You cannot use more than one credit card for a reservation if paying online. If you require to use more than one credit card for your reservation, please contact our customer service team to arrange your payment.

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

Once we receive your payment, your reservation is firm and definitive. In rare cases of unavailability, we will contact you to find another accommodation option suitable for your needs. If no alternative is satisfactory, we will request the bank details of the person who made the payment to proceed with a refund.

How do I apply a promotional code?

To apply a promotional code, you need to enter it during the online reservation process or inform the Customer Service representative if you are making a phone reservation. Please note that promotional codes cannot be applied after a reservation has been made and cannot be combined.



Should I take out cancellation insurance?

We always offer the option to purchase cancellation insurance. If you cancel your trip before departure, you may be subject to cancellation fees unless you have cancellation insurance. These fees are deducted from the total cost of your trip and increase the closer you are to the departure date. Cancellation insurance allows you to recover all or part of the fees retained by the tour operator after the application of cancellation fees, according to the terms of the insurance contract.

  • Cancellation insurance ZEN provides reimbursement of your trip in case of unforeseen circumstances prior to departure (according to the terms of the insurance contract).
  • Repatriation insurance covers on-piste recovery, assistance, repatriation, and interruption of the trip (according to the terms of the insurance contract). It provides reimbursement in case of ski-related accidents, repatriation if necessary, on-piste recovery (except off-piste), medical fees, and pro-rata temporis reimbursement for interrupted holidays.
  • Insurance for theft or damage to ski equipment provides reimbursement in case of damage or breakage of ski equipment (according to the specific insurance procedures). Please note that the skiers insurance covers the theft and breakage of equipment rented with Travelski.

What should I do if I have an accident?

If you have purchased skiers' insurance, the steps to follow will be outlined in the travel document you receive by email before departure. Make sure to print this document and keep it with you during your trip.  Contact with the insurance company must be made within 48 hours after the incident has occurred. You can contact Travelski by phone or email: for further support or required documents.



What time will my apartment be available?

The availability time for apartments may vary depending on the residences. Please check the details in the description of the apartment you selected. The check-in and check-out times will also be specified on the accommodation voucher.

In general, arrivals usually take place around 5 pm. Please note that you will not be able to access your accommodation before 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 to inform the host or accommodation provider so they can be prepared for your arrival. You can find their contact details on the accommodation voucher. Please note that 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 to pay a deposit per apartment when you collect your keys. The amount varies depending on the residence and the type of apartment. Please check the description of the apartment you have selected for more information.

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

The visitor's tax or tourist tax is a tax collected by the local council. It is mandatory and calculated per person (over the age of 18) per day. The amount varies in different towns. You will need to pay this tax on the day of arrival at the reception desk when you collect your keys.

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

The photos published on the website or sent by email are for illustrative purposes and may not depict the exact accommodation you are reserving. Descriptions of accommodations, including size, layout, and types of beds, are written by type, which means that two apartments of the same type may have slight differences.

What are the exact dates of my reservation?

The exact dates of your reservation depend on the type of holiday you have booked. For week-long holidays, the reservation is usually from Saturday to the following Saturday or from Sunday to the following Sunday, totaling 7 nights. However, this may vary for reservations for weekends or short breaks.

What time do I need to leave my accommodation?

In general, you will need to leave your accommodation by 10 am at the latest for week-long holidays that start and end on a Saturday or Sunday. In addition, these times will be communicated to you on your accommodation voucher.

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 regardless of the number of people staying in the apartment.

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

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

If you have lost your travel documents, please send an email to immediately. One of our Customer Service representatives will assist you and send your travel documents by email. You can also log in to your customer area to retrieve your documents in the "my travel documents" section

How do I get my deposit back?

Your host or accommodation provider 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. In some cases, the deposit may be returned to you by post after you have returned home. Please note that it can take up to 30 days after your check-out date for your deposit to be returned.

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, it is recommended to check the description of the apartment you have selected for more accurate information. Certain accommodations offer bed linen and towels as an extra supplement charge. Please refer to the “see details of included and paid services” on our website to obtain this information or please contact our customer services team. Please note that should you wish to order these services, this should be done at least 4 days in advance of your departure date directly with the accommodation supplier.

Is there a television in the apartments?

If a television is not included in the description of your apartment, you may still be able to hire one depending on availability. The costs of hiring a television may vary between different residences.

Is there a cot in the apartment?

If a cot is not included in the description of your apartment, you may still be able to hire one depending on availability. The costs of hiring a cot may vary between different resorts. It is best to contact the residence beforehand to ensure product availability.

Are pets allowed?

Not all residences allow pets, so it is important to check the description before making your reservation. If pets are allowed, it is your responsibility to inform the host or accommodation provider. Please note that extra fees may apply for pets, and there is usually a limit to the number of pets allowed per reservation. Pets must be kept on a leash in common areas, and you must provide 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, it is usually required to clean the apartment before leaving. If the apartment is not left in a clean condition, the host or accommodation provider may charge you for cleaning fees. However, this does not usually apply to hotel bookings. Certain accommodations offer an end of stay cleaning as an extra supplement charge. Please refer to the “see details of included and paid services” on our website to obtain this information or please contact our customer services team.

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

If you would like to make a particular request regarding the location of your accommodation, please send an email to Specify your file number and the name of the person who made the booking. We will forward your request to our partner host, but please note that the allocation of apartments is done by the residences themselves, and we cannot guarantee that your request will be accepted.



When can I use my ski pass?

Ski passes are offered from the day after your arrival until the day before (unless stated otherwise, such as for short stays). For example: you leave from Saturday to Saturday, your ski pass will be from Sunday to Friday inclusive, i.e. 6 days.

Where and when should I pick up my pass?

You must pick up your pass at the resort ski pass office or in certain resorts at the small self-serve kiosks you must present your voucher.

In the event of loss or theft of your pass, we will not be able to refund or reissue it. We advise you to take a photo of your pass with the order number so that you can show it to the ski lift ticket offices.

Until when can I make changes to my options?

You have up to 15 days to make changes to all your options (ski equipment, ski passes and participants)

Fees may be deducted in the event of cancellation of a service within one month of departure. In addition, you will be charged modification fees.

If my changes lower the price of my stay, am I refunded ? 

  Yes, for all option changes occurring 5? days before the departure date and requiring a refund. Reimbursement will be made as soon as possible by transfer.     

Please remember to print off and present the updated voucher on arrival to resort.

Where and when can I pick up my ski equipment booked online?

The ski shop where you should pick up your equipment and all the necessary information are listed on the travel document that you will receive before your departure and that you will have printed.

Depending on your arrival dates, your equipment is reserved from Sunday to Friday (for stays from Saturday to Saturday) or from Monday to Saturday (for stays from Sunday to Sunday).

Do I have to give a deposit for ski equipment?

In general, the ski shop will ask you to leave an identity document and a credit card imprint as a deposit when lending the equipment. This will be returned to you at the end of your stay when the equipment is returned.

What if I lose, have my ski equipment stolen or broken? cannot be held responsible in the event of theft or breakage of ski equipment. This is why strongly advises you to take out Skier’s insurance allowing you to be reimbursed for the breakage and theft of your ski equipment according to contractual conditions).



In case of loss or theft of my suitcase ?

TravelSki is not responsible for your luggage in case of loss or theft during your stay. We can still help you contact the various service providers to find out more about the location of your luggage.



What information do I need when I contact you ?

The booking reference and the surname on the file will be requested. This information will be communicated to you in your travel documents.

Do you have a contact on site in case of problems ?

You will find the number of the accomodation provider at the top left of your accommodation exchange voucher.

However, if you encounter a problem when you arrive, our advisers are at your disposal from Monday to Friday from 9 a.m. to 7 p.m. and on Saturday from 12 p.m. to 7 p.m. on 0800 260 5082.

Why do prices go down and up?

In the tourism industry, prices are subject to strong seasonal effects generally tied to school holidays. Some dates being more requested than others, our rates change accordingly. There will be no rectification of the price in the event of an increase or decrease in the price after reservation.

I went on a trip with you and would like to share my experience with you ?

A questionnaire will be automatically sent to you by email upon your return. You can also go to the Travelski google page, or to the truspilot page. 


Send us your question at the following address, we will do everything in our power to answer it within 24 hours.