TERMS AND CONDITIONS RELATING TO PRE ARRIVAL CONCIERGE & FULL ITINERARY PLANNING SERVICES (“CONCIERGE SERVICES”)
THESE TERMS AND CONDITIONS APPLY IN RESPECT OF OUR CONCIERGE SERVICES. THEY ARE IN ADDITION TO OUR BOOKING CONDITIONS. HOWEVER, WHERE THERE IS ANY CONFLICT BETWEEN THESE TERMS AND CONDITIONS AND OUR BOOKING TERMS AND CONDITIONS, THESE TERMS AND CONDITIONS SHALL APPLY.
PLEASE NOTE THAT, WHILST THE CHALET EDIT LTD MAY DEAL WITH THE PAYMENT OF DEPOSITS AND THE MAKING OF BOOKINGS ON YOUR BEHALF AS PART OF OUR CONCIERGE SERVICES, OUR OBLIGATIONS TO YOU ARE LIMITED TO USING REASONABLE ENDEAVOURS TO MAKE BOOKINGS THAT YOU REQUEST WITH REASONABLE SKILL AND CARE. WE ARE NOT THE SUPPLIER OF ANY GOODS OR SERVICES BOOKED ON YOUR BEHALF AS PART OF OUR CONCIERGE SERVICES.
THE CONTRACT FOR THE SUPPLY OF ANY GOODS AND SERVICES TO WHICH SUCH BOOKINGS RELATE SHALL BE EXCLUSIVELY BETWEEN YOU AND THE THIRD PARTY SUPPLIER (“SUPPLIER”).
IN THE CIRCUMSTANCES ANY DISPUTE WITH REGARD TO THE SUPPLY OF SUCH GOODS OR SERVICES IS A MATTER SOLELY BETWEEN YOU AND THE SUPPLIER.
ANY PURCHASE OF GOODS OR SERVICES TO WHICH SUCH BOOKINGS RELATE SHALL, IN ADDITION TO THESE TERMS AND CONDITIONS, INCORPORATE ANY TERMS AND CONDITIONS THAT THE SUPPLIER MAY IMPOSE (INCLUDING FOR THE AVOIDANCE OF DOUBT ANY TERMS RELATING TO THE PAYMENT OF THE BALANCE DUE OR YOUR RIGHTS TO CANCEL THE BOOKING).
WHERE THERE IS ANY CONFLICT BETWEEN THESE TERMS AND CONDITIONS AND THOSE IMPOSED BY ANY SUPPLIER, THOSE IMPOSED BY THE SUPPLIER SHALL APPLY SO FAR ONLY AS SUCH TERMS RELATE TO THE SUPPLY OF GOODS OR SERVICES TO WHICH SUCH BOOKING RELATES.
We do not offer Concierge Services to guests requesting the same where such requests are received less than 30 days prior to the date of arrival at the chalet. All such requests will be passed on the relevant accommodation provider who may be able to assist.
Any amendments or changes that you request to bookings made for goods or services through our Concierge Services will attract an additional administration fee of £20 per amendment per person. Such additional administration fee shall be payable regardless of whether or not the amendment or change can be made and will be in addition to any fees chargeable by the Supplier for making any such amendment or change.
PRE-ARRIVAL CONCIERGE SERVICES
Our Complimentary Pre- Arrival Concierge Services are limited to obtaining estimates or quotes from Suppliers and, where available and reasonably possible, making bookings on your behalf in respect of the following:
Private Ski Instructors
Childcare and Nannies
We may also be able to make Restaurant or Club bookings on your behalf but this will attract a fee as indicated below.
The following services are NOT available as part of our Complimentary Pre- Arrival Concierge Services but can be included within our Full Itinerary Planning Service (as to which see below) or, alternatively, the accommodation provider may be able to assist
Well-being and Massage
Dogsitting or Dogwalking
Any other activity not specifically listed above and which we reasonably decide that we may be able to assist with
Please note that, in some instances where the accommodation provider is able to assist with a booking on your behalf, they may charge a fee and, where we are made aware of this, we will endeavour to advise you accordingly.
Restaurants and Clubs Bookings
We may be able to assist with Restaurant and Club bookings. Where we are able to assist, the cost will be £100 per group (for up to 5 restaurant bookings during each week of your stay). Alternatively, your accommodation provider may be able to assist with bookings.
When you use the restaurant booking service you hereby authorise us to debit your payment card for any deposit payable to the relevant Supplier which may be forfeited if you cancel your booking. We will advise you of any deposit payable and the terms upon which it may be forfeited
FULL ITINERARY PLANNING SERVICE
We can provide a full itinerary planning service for a fee of £440 per week but groups larger than 16 guests will be subject to an additional fee of £10 per head. This is a day-by-day itinerary planning service with recommendations on restaurants to visit, things to do, activities and events.
PAYMENT FOR BOOKINGS MADE THROUGH OUR CONCIERGE SERVICES
Payment for all goods and services shall be due immediately upon acceptance of the booking by the relevant Supplier by bank to bank payment or via payment card and, unless otherwise agreed by the Supplier, payment must be made in full, even in the event you no longer wish to honour thew booking.
When ordering pre-arrival concierge goods or services, you may be required to provide your payment card details. If you request and authorise The Chalet Edit Ltd to use your payment card in order to pay a Supplier for goods or services, you acknowledge and agree that The Chalet Edit Ltd shall have no liability or be responsible in any way whatsoever in respect of the use of your payment card provided that The Chalet Edit Ltd acts in accordance with the instructions issued by you in relation to such use.
Suppliers are responsible for providing you with the goods and services booked on your behalf through our Concierge Services. The Chalet Edit Ltd shall communicate with Suppliers on your behalf unless it is more appropriate for you to contact the Supplier directly or they have asked for us to put you in touch directly with them.
It is your responsibility to ensure that your booking is accurate, you keep a note of payments required and keep track of invoices or payment taken as often we do not have this information on file if the Supplier has asked for you to be introduced directly to them.
It is your responsibility to ensure that relevant Suppliers are aware of your flight timings, likely arrival and departure times in resort, accommodation address and how to contact you.
It is your responsibility to comply with any terms and conditions that the Supplier provides to you in respect of the goods and services to be provided.
As any contract will be between you and the relevant Supplier, by asking us to make a booking on your behalf, you agree that you will indemnify us on demand against any claim that the Supplier may make in respect of your use of any goods or services supplied and for payment of such service.
COMPLAINTS PROCEDURE AND REFUNDS
As the contract for any services booked through our Concierge Services is between you and the relevant Supplier, any queries or concerns you have should be addressed directly to the Supplier.
In the circumstances, if you are dissatisfied with any such goods or services, you should indicate the same to the Supplier immediately with accompanying photographic evidence, so that, where possible, all issues can be promptly resolved. The contact details for your Supplier should be available on your pre-arrival itinerary. If not please contact us immediately for details.
If you fail to notify the Supplier of any problem or dissatisfaction immediately, and certainly prior to departure from the chalet, it will affect the ability to investigate the complaint and impact the way that any complaint is handled. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result.
Whilst we will endeavour to assist in the resolution of any issues with Suppliers, we make no guarantee or representation that we will be able to provide such assistance and/or resolve such issues. In any event, we will only be able to assist where we are immediately copied in on any correspondence that you have with the Supplier and kept informed as to progress with any resolution.
If you are unable to resolve any complaint or dispute direct with the Supplier whilst in resort then, if you wish us to assist then, subject to the above, we must receive full details of the issue in writing, within 2 weeks of departure from resort, outlining the relevant issues. Such details should, where applicable, be accompanied by any photographic evidence you may have that might assist. We will look to acknowledge receipt of your complaint within 72 hours and, where we are able to assist, respond in full to you within a further 28-day period.
We will inform you if we become aware that any refund or other compensation is going to be processed by a Supplier.
GENERAL TERMS RELATING TO CONCIERGE SERVICES
Any Supplier recommendation that we make is made in good faith but without any representation or warranty on our part as to the quality of the goods or services to be provided nor whether the same will suit your own particular requirements. In particular, you should check the location of any Supplier by reference to the location of your chalet.
Our responsibilities are limited to, where reasonably possible and available, making bookings on your behalf and in accordance with the instructions that you have provided. We are unable to accept any responsibility for any inaccuracies in any bookings save where we have, in making the booking, made an error in passing on the information provided by you to the relevant Supplier. In the circumstances, it is your responsibility to check any information that we provide in respect of any booking made on your behalf without delay and revert to us if there are any errors and/or any changes need to be made.
Any bookings that we make on your behalf following a request from you (whether by email, phone, WhatsApp or otherwise) as part of our Concierge Services will, when accepted by the relevant Supplier, give rise to an immediate contract between you and the Supplier for the supply of the relevant goods or service. In asking us to make a booking you acknowledge that The Chalet Edit Ltd is not a party to that contract.
Should you wish to cancel any contract that you have booked through our Concierge Services you should contact the relevant Supplier direct. Any cancellation may incur cancellation fees depending on the Supplier’s terms and conditions.
Our ability to book goods and services is subject to the availability of Suppliers to supply the same and may change from time to time without notice.
You acknowledge that The Chalet Edit Ltd reserves the right to accept commissions from Suppliers in respect of any booking made on your behalf.
Notwithstanding that we are only acting as a booking agent and that the contract will be between you and the relevant Supplier, we cannot accept responsibility or pay compensation where the making or amendment of any booking and/or the provision of any goods or services booked is prevented by or affected by events amounting to Force Majeure (“Force Majeure” meaning acts of war or threat of war, political unrest, terrorist activities, adverse weather conditions, volcanic ash clouds, strikes, acts of God, epidemics, riots, civil strife, industrial disputes, terrorist activity, natural or technical disasters, nuclear war) and or similar events outside of our reasonable control or that of the Suppliers.