We have collated a list of general questions most commonly asked by our guests.

What happens on chalet staff day off?

Ski Famille chalet staff day off is on Wednesday.  Chalet staff day off may change to accommodate Christmas Day and New Year’s Eve; you will be informed of this at the time of booking. In exceptional circumstances eg. illness, day off may be altered but you will be informed of any changes by your Resort Manager.

On chalet staff day off breakfast is laid out ready for the morning and afternoon tea is also prepared in advance. Children’s tea is left in the fridge, with heating instructions.  We ask that guests clear up afterwards and leave the kitchen ready for the staff the next day.

Guests are asked to eat out in the evening and not use the kitchen facilities in the chalet. To allow you to have a stress free evening out, babysitting is available at 12€/hour/carer and can be arranged through your Resort Manager.

What type of food do you provide?

Our catered chalet menu has been carefully designed to provide you with well-presented, unfussy, filling food. Have a look at our sample menu to whet your appetite!

Children’s food is freshly prepared and has been designed to encourage even the fussiest of eaters.  Homemade purées and a range of Hipp Organic baby food are also provided for babies and toddlers.

If you have any special dietary requirements let us know in advance of your holiday and we’ll be happy to tailor a menu to your needs.

Are towels and linen provided?

Towels, bed linen and cot sheets/bedding are provided in all chalets.   Bathrobes and slippers are provided in all chalets with a hot tub, sauna or steam room. Towels are changed once during the week.

Is WiFi internet access available in chalets?

We do have wifi in all of our chalets, however being up in the mountains our wifi speed is generally slower than you will be used to at home. This means streaming etc can be difficult. Sending and receiving emails and messages is usually fine as well as internet browsing.

The construction of many of our buildings also means that the wifi is generally limited to the living room areas. We are continuously investing in routers and boosters to improve the service, but sometimes you may experience an intermittent service and this is beyond our control. If top quality fast wifi is a must then please consider this before booking.

Are hairdryers provided?

Hairdryers are provided in all chalets.

What happens when we arrive at our chalet on Saturday?

You will be met at your chalet by your chalet staff who will show you to your rooms and make you welcome. Afternoon tea will be laid out for you so you can relax with a cup of tea and a piece of cake after your journey.

Lost property

If you’ve left any items behind, we’ll try our best to find them and get them sent back to you as soon as possible.  Please inform the UK office on 01252 365 495 as soon as possible so that they can arrange the return of your item(s). There is a minimum charge of £20 for returning lost or forgotten items.

What are Child Price Reductions?

The 1st child discount is applied to the youngest child in your family and is a percentage discount on the full adult price for your chosen chalet and week.  Our 2nd child discount is applied to all other children.  Discounts are applied on a per family basis rather than to your group as a whole. For more details click here.

What time is the return transfer?

You will be advised of your departure time from the chalet while you are on your holiday. This is likely to be 2 – 3 hours before your scheduled arrival time at the airport, depending on which resort you are staying in and weather and traffic conditions.

How long is the transfer?

Transfer durations to our resorts are shown below, but they will, of course, depend on weather and traffic conditions.  In peak periods, journey times may be significantly longer.

  •  Les Gets: 1.25 hours (approx)
  •  Reberty, La Plagne & Les Bruyeres: 2.5 hours (approx)

Is ski school included in the childcare?

Ski school is included in our Mountain Marmots childcare, which also include our Ski Famille drop-off and pick-up service. We are only able to take children to and from lessons booked through Ski Famille.

We have independently booked ski school for our children. How will this work?

We are only able to take children to and from ski lessons if they are booked into Mountain Marmots.  If you have booked ski school independently, you will need to take your children to and from their lessons, even if they are joining our afternoon childcare clubs.

Are stair gates fitted in the chalets?

Stair gates are fitted where possible in all chalets. French fire regulations prevent stair-gates from being fitted at both the top and bottom of a set of stairs.

Is it possible to book childcare when we are in resort?

Spaces in our childcare sessions are subject to availability and we cannot guarantee spaces will be available when you get to resort.  Childcare must therefore be booked prior to your departure.

What activities do the children do?

Childcare activities vary enormously depending on the age of each child. Children of all ages play outside as much as possible, although this is dependent on the weather. The childcare team plan activities for each day and encourage input from the children. For a more detail description of childcare and activities click here.

What food is provided for the children?

Breakfast and Children’s supper (served at 5 pm) is included in the price of your holiday. A supervised lunch is also available at additional cost and is included in some childcare options.  Please book this prior to your departure.  All food is freshly prepared and has been designed to encourage even the fussiest of eaters.  Homemade purées and a range of Hipp Organic baby food are also provided for babies and toddlers. Take a look at our sample menu to get an idea of the type of food we offer.

Which ski school do you use?

We have chosen the ski schools in each of our resorts for their professionalism and ability to teach children in a fun and encouraging environment, as well as the continued good feedback we receive from children and parents alike.  We have chosen to use 360 International in Les Gets, and Ecole du Ski Francais (ESF) in La Plagne and Les Menuires.

How much is Ski Famille childcare?

Our childcare service is made up of flexible options that allow you to tailor care to your specific needs. Click here for details.

What age limits apply to childcare?

We accept children from four months up to 12 years old.

When does childcare take place?

In-chalet childcare is offered six days a week. Hours vary depending on the options you select but full day care (8 hours) is available for all age groups. The day off is Saturday.

Where does childcare take place?

Carers come to your chalet and use this as their base when looking after your children. This helps create a relaxed “home from home” environment for children of all ages. We believe this is unique to Ski Famille.

What is the childcare ratio?

We follow OFSTED recommendations for day care and the ratio across the resort as a whole typically averages one carer to every four children.

Damage in and around Chalets

We generally find that guests and their families are very respectful of our chalets, all of which are rented from individuals or families who have a real love for their place in the mountains. However, accidents can happen and when you make a booking, you accept responsibility for any damage or loss caused by you or any member of your party.

Full payment for any damage or loss (reasonably estimated if a final figure is not precisely known) must be made to us as soon as possible. Our management team in your resort will let you know if there is damage which may have been as a result of actions by a member of your party, including any children.

Full details of our policy are available in our booking conditions (Point 8).

Are baby formula and baby food provided?

UK brands of baby milk are not available in our resorts. Although there are equally good French brands available, we have found that most guests prefer to keep to their regular brand and bring this along with them.  We therefore don’t provide milk powder as standard.  Homemade purées and Hipp Organic Baby jars are provided at meal times.

What equipment is available for babies & children?

Having the right childcare equipment is essential to a good holiday and with this in mind, we provide the following:-

  • Cots
  • Bed guards
  • Cot bedding
  • High chairs
  • Bouncers
  • Baby baths
  • Baby mats
  • Baby sledge
  • Buggies (all terrain)
  • Change mats
  • Sterilisers (steam or tablet)
  • Baby bottles
  • Potties
  • Monitors
  • Free nappies (bookable in advance)
  • Nappy bags
  • Wipes
  • Night lights


Are toys provided for the children?

There’s no need to bring any toys with you other than perhaps their favourite “goes-with-them-everywhere” toy. Our playrooms are well-equipped with plenty of craft materials, books, board games, puzzles, soft toys, cars etc. There’s also a selection of DVD’s and CD’s, although these are used sparingly and are generally used when children are tired and need a bit of quiet time.

Can you supply ski clothing?

No, but our friends at Skismart operate a fantastic hire service and can equip the whole family with top brand jackets and pants. Renting your clothing represents a huge saving over purchase. They also offer a free ‘try before you fly’ service so you can check everything fits perfectly ahead of your departure.

What age can my child start ski school?

We have a tailored option for 3 year olds in Les Gets. In all other resorts children 4 and over can attend our Mountain Marmots ski lessons & 3 year olds can ski in Le Village des Enfants. We have a great free guide to getting your children on the slopes, you can download it here.

Will a child seat be provided during the transfers?

Transfers are provided by an external company who will usually supply a coach. It is not possible or safe to fit child seats to this type of vehicle. Parents should be aware that French law does not require coaches to provide safety belts.

What if my child has an allergy?

We will be able to cater for children with allergies, however clients should inform the UK office before travelling.

What happens if my child is ill?

Unfortunately we are unable to look after your children in our in-chalet childcare service when they are ill or (in the case of sickness) until it has been 48 since they were last sick. This is to protect other children and our staff from getting ill. We are unable to offer refunds of booked childcare that is unused due to illness.

Can I book a massage during my Ski Famille holiday?

Yes. We’ve partnered with a professional mobile massage company to be able to offer you a wide range of treatments, all available in the comfort of your Ski Famille chalet.
Although you can book once you arrive in resort we do recommend that you book in advance, particularly during peak periods, as this is a popular service. This can be done online at www.massage-me.com. Your therapist will arrive 10 minutes prior to your appointment to set up their massage table and prepare for your treatment. Generally all treatments are set up in your bedroom. All towels are provided.

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