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Chalet Matterhorn - Booking Terms & Conditions


Updated on 06/10/2022

These Booking Conditions together with any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with Chalet Matterhorn (“we”, “us”, “our”). In these Booking Conditions references to “you” and “your” include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.

Our establishment is not part of a Holiday and Leisure Centre within the meaning of decree n°2002-883 dated 3 May 2002, and is not suitable for group or individual stays outside the family home of minors under 18 years of age, unaccompanied by their legal guardians. We reserve the right to cancel the reservation at any time before the start of the stay or to refuse access to the chalet if we discover that your reservation was intended to accommodate minors under 18 years of age not accompanied by their legal guardians.

1. Booking & Paying For Your Arrangements

A booking and binding contract is made with us when you pay us a 20% deposit (or full payment by the balance due date notified to you or if you are otherwise booking within [10] weeks of departure). We will issue you with a booking confirmation.

2. Accuracy & Prices

We endeavour to ensure that all the information and prices both on our website and in any advertising material that we publish are accurate, however, occasionally changes and errors occur and we reserve the right to amend both advertised and confirmed prices.


Special note: changes and errors sometimes occur. You must check the price of your chosen travel arrangements at the time of booking as changes cannot be made later and it may harm your rights if we are not notified of any inaccuracies in any document within ten days of our sending it out.

Prices include : the accommodation in the chalet on a sole occupancy basis, access to all “guest areas”, the bed linen and towels for the number of people declared in your booking, access to the wi-fi, access to the hot-tub and sauna during specified hours, wood for the fire, a basic set of cleaning products, private parking for 2 cars.

3. Insurance

Adequate travel insurance is a condition of your contract with us. You must be satisfied that your insurance fully covers all your personal requirements including pre-existing medical conditions, cancellation charges, medical expenses and repatriation in the event of an accident or illness. If you choose to travel without adequate insurance cover, we will not be liable for any losses however arising, in respect of which insurance cover would otherwise have been available.

4. Events Beyond Our Control

Except where otherwise expressly stated in these Booking Conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by Events Beyond Our Control. For the purpose of these Booking Conditions, this means any event beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination, natural, nuclear, biological or chemical disasters, the act of any government or other national or local authority, industrial dispute, nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events our or the control of the supplier(s) concerned.

5. Special Requests

Any special requests or requirements must be advised to us at the time of booking e.g. allergies, room location etc. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed by us in writing.


6. Accommodation

The accommodation you book will typically be available from 4pm on the agreed arrival date, until 10am on the agreed departure date. We may, at our discretion, allow earlier access or late departure upon request but we cannot guarantee this.

Chalet Matterhorn is sold for up to a maximum number of 15 people as listed on our website. It is reiterated that a child above the age of 3 is considered to be a full occupant. Exceeding the maximum number is not permitted and any additional guests will be required to leave with immediate effect and we have the right to terminate your booking immediately. In this case, any modification or termination of the contract will be considered to be at the client’s initiative. In the event of such termination our obligation to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other arrangements immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation or any other arrangements will be made and we will not pay any expenses or costs incurred as a result of termination.

7. Security Deposits

The accommodation that we offer requires a refundable Security Deposit that is payable by you as a deposit towards any damage that may be caused to the accommodation (or its facilities) due to the conduct of you, any member or your party or any other person authorised to enter the property by you / a member of your party.

You acknowledge and agree that you are required to provide the Security Deposit by way of an additional sum of 1000€ which is charged as part of the check-in process. This sum will be held for the duration of your stay and for up to 7 days after your departure from the accommodation.


Deductions for unacceptable state

A final clean is included in the price of your Booking. However, if you leave the accommodation in an unreasonable state, which requires additional cleaning services over and above what is generally required at the conclusion of a stay at the accommodation, we reserve the right to make a deduction from the Security Deposit equal to the additional cleaning costs we incur.

Deductions for damage

In the event that no loss, damage or unreasonable cleanliness has been deemed to have taken place, we aim to refund your Security Deposit within 7 days after your departure from the accommodation.

If you or any member of your party cause damage to the property or anything within the property, we reserve the right to make a deduction from the Security Deposit equal to the cleaning costs that we incur.

You are required to notify us of any damage already present upon arrival within 24 hours. Our Resort Team will undertake a thorough check of the Property after your departure and prior to our next guests checking-in. We will advise you as soon as possible of any damage discovered and we will provide photographs where possible.

We understand that accidents happen and we will not make any claims for minor damage or breakages not exceeding 40€. We will also consider and disclaim possible maintenance, cumulative wear and tear and any other pre-existing factors that may have contributed to the damage. We will always be reasonable in determining whether to make a deduction to the Security Deposit and we will not make a deduction prior to giving you reasonable time to respond, in the event of a dispute we will retain your card details until a resolution is reached.

If we determine it necessary to make a deduction to the Security Deposit, then we only retain the amount required to replace or rectify the damage (on a like-for-like basis). We will never add a mark-up to this charge.

Release of Security Deposit

We will refund the remaining amount of the Security Deposit to your account within seven (7) days following your departure date, subject always to our right to retain the whole sum pending resolution of a dispute between us and you pursuant to these Booking Conditions.


Please note: The Security Deposit does not limit your financial liability against loss of rental income suffered by us or the property owner. Your liability for losses applies even if the value of the loss exceeds the Security Deposit (in which case you will be required to pay the full amount in exceed of the Security Deposit).

8. Your Behaviour

All our customers are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of others. If in our opinion, or in the opinion of any neighbouring property owner, or any other person in authority, your behaviour or that of any member of your party is causing distress, danger or annoyance to any other customers or any third party, or damage to property, we reserve the right to terminate your booking immediately.

In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave the accommodation immediately. No refunds for lost accommodation or any other arrangements will be made and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to our in resort manager prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you.

Pets are not permitted and smoking is strictly prohibited in all areas of the accommodation you book with us. In application of Decree no. 2006-1386 of 15/11/2006 setting the conditions for smoking in places allocated for collective use, any customer who does not comply with this provision will be immediately invoiced an indemnity of 150 euros for damage and compensation for additional cleaning costs. If the offence is established after the customer's departure, we reserve the right to withhold the said sum from the credit card of the customer at fault as damage and compensation. An invoice will then be drawn up and sent to the customer.

Special installations (spa and open fire)

Whilst we maintain these facilities, you must assume responsibility for your own safety. These facilities can be dangerous if used without due care and attention. There will be times when these facilities may not be available due to maintenance and cleaning. Occasionally things go wrong with these facilities. We will use our best endeavours to fix any problems but we are not liable if these facilities are out of use.

Jacuzzi and Sauna

  • These facilities will be open strictly for our guests, ordinarily between 08h00-22h00

  • Hot tub: Children 5 and over must be accompanied by an adult and supervised at all times. Children under 5 years are not allowed in the hot tubs

  • Strictly no glass in or around the hot tub. Any glass breakages will damage the hot tub pumps, and all maintenance costs are charged to the Guests if glass is found in the pump

  • We expect all of our guests to use the hot tub respectfully - the hot tub is checked a minimum of twice a day to ensure health and safety levels are maintained. If the water becomes green and foggy due to unhygienic and excessive use there will be a non negotiable charge for changing the water.

    • Hot Tub Water change - 200€ Fee - The water takes 24 hours to reheat

    • Hot Tub Water change requiring new filters - 350€ Fee - The water takes 24 hours to reheat

Wood fire

A fire is always comforting but requires very special care. An unattended fire can be very dangerous. Accordingly you use light the fire at your own risk and are required to follow the following rules:

  • the fire should only be lit by an adult

  • only use the wood and fire lighters provided

  • ensure that the fire door is always closed when the fire is lit

  • a lit fire (even just smouldering) should never be left unattended

  • please ensure that the fire is completely extinguished before going to bed or out


You will be held entirely responsible for any damage caused by your failure to follow the above guidelines.


10. Law and Jurisdiction

These Booking Conditions are governed by French law and we both agree that the courts of the place where our head office is located have exclusive jurisdiction over any dispute, claim or other matter which may arise between us.

11. Excursions

We may provide you with information about activities and excursions which are available in Méribel and the area. They are provided by local operators or other third parties who are entirely independent of us. They do not form any part of your contract with us even where we suggest particular operators/other third parties and/or assist you in booking such activities or excursions in any way.

We cannot guarantee accuracy at all times of information given in relation to such activities or excursions or about the area you are visiting generally as these services are not under our control. If you feel that any of the activities or excursions referred to in our brochure, on our website and in our other advertising material which are not part of our contract are vital to the enjoyment of your booking, write to us immediately and we will tell you the latest known situation.

12. If You Change or Cancel your Booking Changes

If you wish to change any part of your booking after our confirmation invoice has been issued, you must inform us in writing as soon as possible. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you.

Note: Booking dates may not be changeable after confirmation and any alteration may result in a cancellation charge of 100%.



If you, or any member of your party, decide(s) to cancel your booking after it has been confirmed, the first named person on the booking must email us. Your notice of cancellation will only take effect when it is received in writing by us at our offices and will be effective from the date on which we receive it. Should one or more members of a party cancel, we may not necessarily be able to offer any refund or discount as the price is for the accommodation rather than per head...according individual cancellations may increase ‘the per’ person holiday price of those still travelling and you will be liable to pay this increase.

Refunds for cancellation will be made by bank transfer in accordance with the cancellation policy, within a maximum of one month after written confirmation of the cancellation of the reservation and upon presentation of the bank details in the name of the reservation.


Since we incur costs in cancelling your arrangements, you will have to pay the cancellation charges as follows:


Period before departure date within which written notification is received at our offices


Cancellation Charge

More than 10 weeks prior to departure - Loss of deposit

Within 10 weeks of departure - 40% of the cost of the chalet

Within 8 weeks of departure - 60% of the cost of the chalet

Within 5 weeks of departure - 80% of the cost of the chalet

Within 2 weeks of departure - 100% of the cost of the chalet

Please note: If you cancel your chalet booking less than 8 weeks before departure and we are able to re-book it, you will be refunded the equivalent of the replacement rental charge (other than the deposit).

In case of no-show, the reservation will be automatically cancelled the following day at 12 noon, unless otherwise notified in writing or by telephone and confirmed by email within 24 hours. The total amount due for the stay is retained. We reserve the right to rebook the accommodation within 24 hours.

13. If We Change or Cancel Your Booking

We may in certain limited circumstances that are Events Beyond Our Control be required to cancel your booking in which case a full refund of all monies paid will be made to you. We regret we cannot meet any further expenses or losses that you may incur as a result of change or cancellation.

14. Complaints

In the unlikely event that you have any reason to complain or experience any problems with your booking whilst away, you must immediately inform us. Any verbal notification must be put in writing and given to our representative as soon as possible. You will be provided with contact details to enable you to do so before you go on holiday. Until we know about a

complaint or problem, we cannot begin to resolve it. Most problems can be dealt with quickly.

If you remain dissatisfied, however, you must write to us as soon as possible giving your booking reference and full details of your complaint.

In the event of a dispute between us, we as professionals will endeavour to find an amicable solution. If an amicable agreement cannot be reached, you as a consumer may refer the matter free of charge to the consumer ombudsman responsible for the professional, namely the Association of European Ombudsmen (AME CONSO), within one year of the written complaint being made to the professional. The consumer ombudsman must be contacted either by filling in the form provided for this purpose on the AME CONSO website:

16. Our Responsibilities for your Booking

  • Subject to the remainder of this clause, we have a duty to select the suppliers of the services making up your booking with us with reasonable skill and care. We have no liability to you for the actual provision of third party services where you have contracted with them even if they have been recommended by us and we have assisted with the reservation, except in cases where it is proved that we have breached our duty of care to you and damage to you has been caused. Therefore, providing we have selected the suppliers/subcontractors with reasonable skill and care, we will have no liability to you for anything that happens during the service in question or any acts or omissions of the supplier, its employees or agents.

  • We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:

  • the act(s) and/or omission(s) of the person(s) affected; or

  • the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were

    unforeseeable or unavoidable; or

  • unusual or unforeseeable circumstances beyond ours or our

  • supplier(s) control, the consequences of which could not have been

    avoided even if all due care had been exercised; or

  • an event which either ourselves or suppliers could not, even with all

    due care, have foreseen or forestalled.

  • We will not accept responsibility for services or facilities which do not

    for part of our agreement or where they are not advertised on our website. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.


17. Data Protection

Your personal data is collected by us, in our capacity as data controller, and integrated into the database. Certain data is essential to manage your reservation and will also be used to send you information and/or promotional offers on products and services. In accordance with the provisions of the French Data Protection Act of 6 January 1978, you have a right of access to your data, a right of modification and a right to oppose commercial prospecting which you can exercise by sending us a letter to our address detailed above.

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