Frequently asked Questions
All the answers to the questions you can ask yourself about your stay in Les 2 Alpes! And if necessary, don't panic, our experts are always at your disposal
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What are the cancellation conditions for situations related to COVID-19?
FAQs
The measures described here apply only to stays booked on this site, via Les 2 Alpes Reservation.
1/ What are the cancellation conditions for situations related to COVID-19?
You will be refunded if, for one of the following reasons*, and following a ruling issued by administrative authority, you are unable to come and stay in Les 2 Alpes:
• Lockdown in your habitual area of residence or in Les 2 Alpes
• Border closure
• Travel distance restrictions around your home
• Administrative closure of your reserved accommodation
• Closure of the ski lifts due to Covid-19 (winter season only)
*In order to qualify for a refund, these measures must apply to the period of your reserved stay. Cancellation can therefore only be requested for this reason when an official announcement is made that lockdown comes into force during the period of your stay. This being the case, we would issue you a refund pro rata to the nights actually spent in the accommodation as confirmed by the accommodation supplier.
Does the cancellation insurance offered at the time of booking cover certain cases relating to Covid-19?
“Cancellation insurance*”:
Yes, a refund is possible if the insured person, their spouse or a member of their family or any person habitually living with the insured person was diagnosed with COVID-19 before the scheduled date of departure for the trip. All other instances are excluded from the benefit covered by the insurance (contact, quarantine, pandemic-related cancellation).
See all cases covered by cancellation insurance (illness, accident, interrupted stay etc.) here: https://reservation.les2alpes.com/assurance-annulation.html
Yes, a refund is possible if the insured person, their spouse or a member of their family or any person habitually living with the insured person was diagnosed with COVID-19 before the scheduled date of departure for the trip. All other instances are excluded from the benefit covered by the insurance (contact, quarantine, pandemic-related cancellation).
See all cases covered by cancellation insurance (illness, accident, interrupted stay etc.) here: https://reservation.les2alpes.com/assurance-annulation.html
Can I postpone my booking?
The law does not oblige owners to accept a request for a stay report. All requests must be made in writing us by email.
What to do if you arrive late?
It is imperative that you contact the person in charge of your arrival at Les 2 Alpes a few days before your stay to make arrangements. Late arrivals are accepted with the explicit agreement of the accommodation provider. They can therefore be refused without this justifying a reason for cancellation on the part of the client. (You will find the contact details on your booking confirmation).
In all cases, it is advisable to enquire before arrival about the possibility of a late arrival and the arrangements for this.
If you are planning to arrive late, please make a request beforehand. In general, hotels accept this type of arrival more easily than flat stays, but you should always ask your accommodation provider to confirm this point.
Can I pay my stay with ANCV ?
- Holiday Cheques are accepted for the payment of the balance of your stay, with a maximum amount of 500€ per file.
- Deposits cannot be paid in Holiday Cheques.
- Holiday Cheques must be sent to us by post at least 1 month before the start of your stay to be taken into account at the following address: Centrale de réservation, Place des 2 Alpes, 38860 LES DEUX ALPES.
- In the event of cancellation of a stay linked to Covid-19 for a case not covered by the cancellation insurance, the amounts paid in holiday vouchers cannot be reimbursed. A credit note for the corresponding amount will then be offered.
- We do not accept e-holiday vouchers
- We do not accept e-holiday vouchers
Is a withdrawal period applicable after my booking ?
The withdrawal period for distance selling does not apply to tourist services (article L121-20-4 of the Consumer Code).
Consequently, and in accordance with the legislative provisions, no request for reimbursement can be taken into account once the reservation has been confirmed.
Consequently, and in accordance with the legislative provisions, no request for reimbursement can be taken into account once the reservation has been confirmed.
How to book my accommodation?
Reservation can only made on our website.
1. I select my accommodation online
2. I book and pay the amount requested by credit card (if booked before D-21: deposit of 25% of the accommodation, if booked after D-21: 100% of the accommodation. Services such as ski lessons, equipment hire are paid for in full at the time of booking).
I receive an email confirming my booking with the contact details of the host and the local contact.
1. I select my accommodation online
2. I book and pay the amount requested by credit card (if booked before D-21: deposit of 25% of the accommodation, if booked after D-21: 100% of the accommodation. Services such as ski lessons, equipment hire are paid for in full at the time of booking).
I receive an email confirming my booking with the contact details of the host and the local contact.
Can I add services after my booking has been confirmed (equipment rental, ski lessons, skipass & MTB pass) ?
Yes, connect you to your customer account and add services as skipass and MTB pass, ski rental or ski lessons until 8 days before your arrival. Some offers of products are subject to avaibility, so don't wait and book to don't miss an opportunity.
How does it work the welcomming when I arrived in Les 2 Alpes?
Contact your host and the local contact who gives the keys of your accommodation, to organized your arrival in Les 2 Alpes. Their contact are on the email confirming your booking received after the validation of your payment.
Can I pay for my booking in instalments?
Yes, you can pay the balance in instalments with different credit cards from your customer account, up to 21 days before your stay. At 21 days before your arrival, the balance will be automatically debited from your credit card.
Services such as ski lessons, equipment hire or pocket wifi are paid for in full on booking.
Services such as ski lessons, equipment hire or pocket wifi are paid for in full on booking.
I want to cancel my booking, what are the modalities?
I want to cancel my booking: I have to send an email to reservation@les2alpes.com indicating my booking number.
- Without cancelation insurance subscribed, and if I paid only the down payment, there's no refund (Except COVID restrictions, see COVID section).
- Without cancelation insurance subscibed, and if I paid the whole amount, there's no refund (Except COVID restrictions, see COVID section).
- With cancelation insurance subscribed, I can get a refund if the reason of my cancellation is covered by the insurance. (see insurance conditions)
- Without cancelation insurance subscribed, and if I paid only the down payment, there's no refund (Except COVID restrictions, see COVID section).
- Without cancelation insurance subscibed, and if I paid the whole amount, there's no refund (Except COVID restrictions, see COVID section).
- With cancelation insurance subscribed, I can get a refund if the reason of my cancellation is covered by the insurance. (see insurance conditions)
Can I book accommodation available on different dates than those offered on the website?
All our offers are online, whatever the dates!
All availibilities are online and bookable on our plateform. It is not possible to ask for different dates of stay, even if it looks free on the calendar.
We advise you to search an accomodation directly on your dates of stay.
All availibilities are online and bookable on our plateform. It is not possible to ask for different dates of stay, even if it looks free on the calendar.
We advise you to search an accomodation directly on your dates of stay.
Can I block an accommodation or put an option on it until I decide?
No, it is not possible to block an accommodation for a short time while you make your decision. All our offers are available in real time on the site.
I have booked a wifi box, where and how can I withdraw
If you have booked a wifi box on our website, you have to go to the Tourist Office, in center of the resort, (2 Alpes main square), with your booking confirmation and you credit card to leave the deposit.
I have booked skipass, where and how can I withdraw it?
If you have booked your skipass on our website, you have to go directly to one of the automatic bollards, with your QR code confirmation.
No needs to queue up at the ski lift ticket office!
No needs to queue up at the ski lift ticket office!
I have a problem with my online payment
I have a payment problem on the website:
- If the payment failed, there are several possible reasons:
- Remember to check the provision, the ceiling.
- Remember to bring your 3D Secure authentication tools and personal code. The authentication must be done quickly to validate the payment.
I need a contact person by phone, who should I call according to my request?
My request concerns the accommodation or room booked:
My request concerns an accommodation found on the website:
My request concerns a problem related to a current reservation: Please consult our Frequently Asked Questions.
If the answer to your question is not in our FAQ, we will reply by e-mail within 24 hours to reservation@les2alpes.com or by phone on 0033 (0)4 76 79 24 38 from Monday to Friday: 9am-12:30 / 2pm - 4pm
- I have a question about the accommodation booked, arrival/departure time, rental of sheets, towels, end of stay cleaning:
- I can consult the complete description on my customer account, section "my files".
- I can't find the answer on my customer account:
- I call my host or my "local contact", their contact details are on my booking confirmation received by email.
My request concerns an accommodation found on the website:
- I would like more details about an advertisement:
- All the information we have are indicated on each advert.
- I would like to know the availability of a property:
- All our offers areonline in real time by the hosts: You can check the availability by entering your dates of stay.
My request concerns a problem related to a current reservation: Please consult our Frequently Asked Questions.
If the answer to your question is not in our FAQ, we will reply by e-mail within 24 hours to reservation@les2alpes.com or by phone on 0033 (0)4 76 79 24 38 from Monday to Friday: 9am-12:30 / 2pm - 4pm
You have taken out cancellation insurance before 1 March 2022
If you have subscribed to the insurance before March 1st 2022, you will benefit from a different insurance than the one displayed on our website. If you wish to cancel your holiday, you can contact us by email and we will send you the appropriate documents to fill in and send back to the insurance company.
Please note that for UK residents, insurance taken out before 1 March 2022 does not cover you.
Please note that for UK residents, insurance taken out before 1 March 2022 does not cover you.
Does the cancellation insurance cover residents outside the European Union?
Cancellation insurance is valid only for residents from European Union,Suitzerland, Monaco & UK.