Frequently Asked Questions

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Can I still make changes after I have booked?
Absolutely! Up until 4 weeks before arrival you can still make changes to parts of your booking. To do so, you can use your personal log-in code or log-in link which you will receive per email when your booking is confirmed.
What is included in the price?
Below the pricing table you will find a detailed overview of the rental price and what is included and excluded. These costs vary per accommodation and are determined by the owner in agreement with Chaletonline.com.
What are the payment conditions?
Within 3 days after booking we ask you to pay 30% of the accommodation price and the booking costs. The final payment is due 6 weeks before arrival. If you book between 6 and 3 weeks before the arrival date you have to pay 100% of the total sum within 3 days. If you book 3 weeks or less before arrival, payment is expected immediately.
Can I pay by credit card?
Yes, this is possible! We accept both VISA and Mastercard, with 3D-Secure. The 3D secure is a new mutual security standard regarding payments with Visa and Mastercard.
Unfortunately, I have to cancel my booking. What is the cancellation policy?
In all cases, the traveller is liable to the tour operator for the booking costs, the SGR-contribution and the following cancellation costs for each cancelled booking:

- up to 42 days before arrival: 30% of the total sum;
- from 42 to 28 days before arrival: 60% of the total sum;
- from 28 to 8 days before arrival: 90% of the total sum;
- from 7 days to the day of arrival or later: 100% of the total sum.

Cancellations outside office hours or sent on non-working days will be considered and processed on the next working day. The relevant working day counts as the day of receipt of your cancellation. The complete conditions can be found in our General Terms and Conditions and the ANVR Traveller Terms.
We would like to book a chalet but the number of participants is not definite yet. Is that a problem?
No problem at all. You can change the number of participants until 4 weeks prior to your arrival. This can be done by using your login details and of course no changing costs will be charged. If you book a package the price per person will automatically change.
Are babies seen as part of the group?
Normally, the maximum capacity of an accommodation may not be exceeded. In that respect, babies are always included in the occupation. For accommodations where the ski pass is included, infants up to 2 years old are excluded from the price calculation. However, the names and dates of birth of these babies must be given when booking (in step 5). In addition, mandatory charges which have to be paid on site, may also include a surcharge for babies.

Babies above the maximum occupancy must always be requested when booking! As this is not permitted everywhere.
Is there internet / Wi-Fi available?
Most of our accommodations offer internet / Wi-Fi. This is stated in the description of the accommodation. When you use our search form you can select Internet and this will be shown in your search results. Take into consideration that (constant) internet and high-speed internet / Wi-Fi can differ from what you are used to at home.
Are bed linen and towels always included?
Bed linen and towels are not always included. Below the price overview of the accommodation you will see whether the bed linen and towels are included or not.
How can I book a baby cot or a high chair?
At most accommodations it is possible to prebook a crib or high chair. These can be free or for a fee. You will find the information below the price list of the particular accommodation. If you would like to prebook a crib and/or a high chair, you can request it in the text field next to 'step 5' when making the booking, but you can also contact us by phone or email.

Please note that bed linen is not included in the price for cribs (unless stated otherwise). Most cribs have a soft base, so we recommend you bring your own mattress for the crib.
Where can I see if pets are allowed?
Below the price overview of a chalet or apartment you will find if pets are allowed and what the optional costs may be. If you bring a pet you always need to request this in advance. Do not forget to bring a (valid) animal passport and inform yourself beforehand about the local animal regulations of the country you will visit.
Are there always pillows and duvets or blankets available in the accommodation?
In almost every chalet and apartment pillows and duvets or blankets are available. If this is not available in your accommodation it will be stated clearly on our website.
There are no lift passes included in the accommodation that I have booked. Can I still book these?
Unfortunately we are not able to offer lift passes in all ski regions. See the "Book extras" section on the accommodation page for more information about the extras that can be booked.
If I have questions during my holiday, can I reach you?
During your holiday you can reach us 24/7 for emergency calls. Our emergency phone number is stated in the travel documents that you will receive ca. 10 days before arrival.

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