Guest FAQs

To find available properties you can use our search page to filter properties based on your desired holiday location and property features.

When you find a property that you like you can contact the owner or manager by clicking the Make Enquiry button.

Making an enquiry: When making an enquiry you should provide as much details as possible about your booking request. This will allow the owner or manager to respond with a detailed quote.

Most owners will respond within 24hours to your enquiry. If the property is available they will send you a Quote confirming the details of your booking and allowing you to pay securely on the allChalets website. You must pay on the allChalets website in order to qualify for our Payment Protection service.

Confirming the booking: The owner will send you a quote to confirm the details of your holiday booking. When you receive the quote you should review the details and check that everything is correct.

• If something is not quite right you can respond to the owner and ask them to edit the quote
• If you are happy with the quote details you can confirm the booking by clicking the Pay button on the quote email. This will direct you to the secure payment page on allChalets. Here you can enter your credit or debit card and confirm your payment. Once the payment is confirmed we will send you a booking confirmation by email.

Important: We can only protect payments made directly to allChalets Ltd. We cannot protect payments made directly to property owners, property managers and any third parties. You can read more about payment protection here.

Instant Booking: Some properties have instant booking and in this case there is no need to make an enquiry. Instead you can enter you arrival and departure dates and click Book Now to confirm the price and complete the booking.

Some properties have instant booking enabled. These properties have real time availability and prices. You can book these properties instantly by entering your arrival and departure dates and clicking Book Now. The booking process will confirm the price and allow you to enter your personal details and complete the booking online.

Guests can contact the property owner or manager by using the allChalets messaging system. Send a message to the host by clicking on the Make Enquiry button which is located at the top of the property page just to the right of the photo gallery.

The owner should respond to your message within 24 hours.

Already received a message from the owner? if you have already received a message or quote from the owner then you can simply reply to this email and your query will be forwarded to the owner/manager of the property

Personal contact details are only displayed once your booking has been confirmed. This is to make sure that your payments are made through the allChalets website and covered by our Payment Protection policy.

Need to ask a question? You can still email the property owner/manager by clicking the Make Enquiry button on the property listing.

Once you've made a payment, it isn't possible to edit a booking online. This is because you've already agreed on the booking contract - the booking contract keeps things secure for both you and the property owner/manager.

If you really need to change your booking you should contact the owner to explain you need to change the dates of your stay. They will need to cancel or amend your booking. Please note that it might not be possible to change your booking in which case you can proceed with the booking as confirmed or you can cancel the booking and the cancellation policy will apply.

When you contact a property owner about a chalet rental or ski holiday, they should answer any queries and then respond with a quote.

The quote confirms the exact details of your holiday including the specific property, the arrival and departure dates, a breakdown of the rental costs, any additional fees and when payment is due. It also details the booking contract and cancellation policy.

If you're happy with the quote all you need to do is accept it and pay online. Simply click Pay the Deposit or Pay the Balance in the email you receive from us and then enter your credit or debit card online. As soon as you make a payment your booking is confirmed and we will send you a confirmation email.

If you have any questions about your quote, send the owner a message by directly replying to the quote email.

Protecting your money and your holiday is very important to us. We offer 100% financial protection for any payments made through our website. We are members of the Travel Trust Association and all funds collected by allChalets are protected in a secure trust account held in a UK bank. The funds are monitored and insured by the Travel Trust Association and payments are only released to the owner after you have completed you holiday.

allChalets Protected Payment service

Wherever you make a payment online via the allChalets payment page your payment is protected by our 100% financial guarantee. Payment Protection gives you extra peace of mind when booking a holiday rental. It means that in the unlikely event that your accommodation provider gets into financial difficulty we'll offer a full refund for the stay. Read more about Protected Payments here

How to stay safe when booking online.

• Only make payment to allChalets
• If a property owner or manager requests payment via another method please notify us using the contact form
• Make your payments within normal timescales. Usually you should expect to pay the booking deposit (25-40% of the total amount) when you confirm your booking, then pay the balance around 8-12 weeks before your holiday. If you're asked to pay the bill earlier, please let us know and we'll investigate this for you.

TRAVEL INSURANCE

The payment protection provided by All Chalets is not a replacement for travel insurance. Our payment protection is designed to cover you in the event of financial failure of the accommodation provider. You should always have an additional travel insurance policy to cover the other risks associated with your travel or holiday.

Something not quite right? Let us know

If something sounds too good to be true or you notice something suspicious please let us know as soon as possible using the contact page. We will investigate the issue for you.

allChalets does not own, manage or inspect any of the properties listed and cannot verify any of the advert details. We make no warranties or representations as to the accuracy, completeness, legality, performance or suitability of the adverts. We accept no liability arising from reliance upon this information made by any user of the site. You should conduct your own research and familiarise yourself with our terms and conditions.

When you send an enquiry, the property owner/manager will respond with a quote if the property is available. You will receive an email with the quote. The booking is confirmed as soon as you pay the Deposit or Full Amount.

When you make a payment online you we receive notification that the booking is confirmed. We will also send you an email confirming that your payment has been processed and that the booking is now secured.

If you made a payment but didn't receive a confirmation email from us

• Check your junk/spam box as it may have been delivered there by mistake
• Make sure you are checking the right email account
• Check with the owner/manager by contacting them through the enquiry form on their listing
• If you think you've booked using an incorrect email address that you can't access - please contact us.

Important: please hold off on making any travel arrangements until your booking has been fully confirmed.

Instant Booking: Some properties have instant booking activated. With these properties you do not need to make an enquiry and can simply enter your arrival and departure date and press Book Now. This will confirm the exact price and conditions and you can complete the booking by entering your personal details and paying online.

With instant booking you will still receive a booking confirmation via email.

The booking contract is displayed on the allChalets payment page before you enter your credit or debit card. A link to the booking contract is also included in the booking confirmation email. If you have any questions about your booking contract, please contact the owner/manager directly.

When you receive a quote for your holiday from the owner you can pay by clicking the Pay button in the Quote email. Depending on the timing of your holiday you may be required to pay a Deposit or to pay the Full Balance.

Each property has individual booking and payment conditions. These are listed on the quote you receive. Some general guidelines for bookings are listed below;

- If your holiday is more than 8-12 weeks in the future it is normal to first pay a Deposit and then pay the Balance about 8-12 weeks before the arrival date.

- If your holiday if less than 8-12 weeks away it is normal to pay the Full Balance when booking.

You must pay online on the allChalets website if you want to be covered by Payment Protection . You can pay using a credit or debit card.

If you've paid a booking deposit for your holiday, we will send you a reminder to pay the final balance a week before the payment is due.

If you would like to pay the balance early, simply click the Payment link in your confirmation email to view your booking and make a payment.

If you haven't received a confirmation or reminder email, please check your junk/spam folder to see if been delivered there by mistake.

To be covered by Payment Protection you must pay through the allChalets website.

Important:

• The Payment Protection policy only applies to bookings and payments made through our website.
• Check that the website address starts with https://www.allchalets.com/ before entering any bank details.
• Check that the green lock symbol is visible on your browser when you access www.allchalets.com

If you have any concerns or are suspicious about whether your booking is safe please contact us immediately using the contact page.

All cancellations must be notified via email to cancellations@allchalets.com. When we receive your cancellation request we aim to respond within 24 hours.

You will receive an email confirming that your stay has been cancelled. This email will contain a reminder of the cancellation policy for your booking and outline how much money you will be refunded.

If your holiday wasn't booked through our website then you will need to contact the property owner/manager directly to cancel your booking.

Your refund amount depends on the cancellation policy for your booking. The cancellation policy is listed in your confirmation email. This will explain how much money will be refunded.

Didn't book online? If you paid the property owner/manager directly you will need to contact them for details.

We aim to process cancellation requests within 48 hours. Any refund due in accordance with the cancellation policy will be refunded to the credit/debit card that you used for the booking. It can take up to 10 working days for the refund to arrive in your account depending on your card provider.

If an owner or manager contacts you and asks that you cancel your booking, please contact us immediately. Please state clearly in the contact form that it was the owner/manager who asked to have the booking cancelled. We will advise you further about how to proceed.

As soon as you have confirmed your booking by making a payment via the allChalets website you will receive a booking confirmation email. The booking confirmation email contains the details of your booking and the full contact details for the owner or manager.

Remember that you can also contact the owner/manager by replying to any of the emails that you received from them.

The owner/manager can provide you with detailed instructions on how to locate the property. We recommend that you contact the owner/manager 1-2 weeks before your arrival date to arrange a suitable check-in time and meeting point. At this point it is good idea to ask for detailed directions to the property.

On the arrival day: If you're running late or your flight is delayed, let the property owner/manager know as soon as possible so they can arrange a new check-in time and key handover.

Once your booking has been confirmed, we recommend that you contact the owner/manager as soon as possible to arrange a suitable check-in time and meeting point to receive the keys for the property. The owner/manager can also provide you with detailed instruction on how to locate the property including the address. You can contact the property owner/manager either by responding to the confirmation email or by using the Make Enquiry button on the property listing.

Some owners/managers require guests to pay extra fees such as a security deposit or a cleaning fee on arrival. If the owner requires any extra fees from you, the amount and method of payment must be stated clearly on the listing page. We strongly recommend that any payment for security deposits or additional fees are only paid on arrival at the property. Remember that payments made directly to owners, managers or third parties are not protected by the allChalets Payment Protection. We can only protect payments made through the allChalets website.

On the arrival day: If you're running late or your flight is delayed, let the property owner/manager know as soon as possible so they can arrange a new check-in time and key handover.

Before you travel:
If you're waiting on a response before you travel, please allow the property owner/manager some time to respond: we advise around 2-3 days. If you've still not had a response, there are two ways to contact the property owner/manager:

• Reply to your quote email and your message with be sent to the owner/manager
• You can use the Make Enquiry button on the listing page to contact the property owner/manager. You can search for the property using the search page or simply enter the Property ID into the search box (you can find the Property ID in your confirmation email).

Remember: if you were given the contact details of a local representative, always call them in the first instance.

If you're still having problems, contact us and we will try to contact the property owner/manager for you.

After Arriving at the property:
If you have arrived at the property and can't gain access your first point of contact should be the owner or manager. Some owners/managers give their guests a number for their local representative or a local property manager to call in case of problems. Contact them as soon as you can.

If you're unable to contact the advertiser or resolve the matter please contact us within 24hrs of your check-in time on info@allchalets.com or +44 (0) 20 3239 6012

Important: To qualify for Payment Protection you must have paid online through our secure payment service.

Although it's very rare for something to go wrong, if you believe that your accommodation provider has gone into liquidation or is in financial difficulty please contact us immediately.

• Contact us within 24hrs of your check-in time on info@allchalets.com or +44 (0) 20 3239 6012

Important: To qualify for Payment Protection you must have paid online through our secure payment service.

TRAVEL INSURANCE

The payment protection provided by All Chalets is not a replacement for travel insurance. Our payment protection is designed to cover you in the event of financial failure of the accommodation provider. You should always have an additional travel insurance policy to cover the other risks associated with your travel or holiday.

If your holiday didn't meet your expectations you should contact the property owner/manager immediately. Do not wait until your return home as the sooner you raise your concerns the sooner they can help resolve them.

If you cannot contact the property owner/manager or are unable to resolve the matter with them, please contact us with full details of the issue.

allChalets cannot mediate on matters that occurred during your stay. We ask both guests and property owners/managers to correspond directly in order to come to a resolution. The booking contract is between you and the property manager/owner.