Reservation Conditions

  1. Booking A Holiday

    1. A Holiday booking is made between Pollen-Brooks Leisure (‘PBL’) and the signatory of your quotation who must be over 18 years of age (‘You’). All correspondence to PBL is to be addressed to: Pollen-Brooks Leisure, St.Anthony, Portnall Drive, Wentworth, Surrey GU25 4NN, England. The booking procedure is as laid out in this web site.
    2. The contract between You and PBL is in all circumstances to be governed by these booking conditions.
    3. A contract will come into force only when PBL has acknowledged receipt of your first payment in writing.

  2. Amendments By You

    1. Amendments must be confirmed in writing, signed by You or any authorised member of your group. They will come into effect on the day they are received by PBL. In any event You hereby agree to indemnify PBL for any reasonable expenses incurred in making an amendment whether or not PBL succeeds in confirming your request.
    2. Subject to availability, any change of dates within the same season more than 56 days prior to departure will be accepted by PBL without charge. A change of dates to a future season or within 56 days of departure will be deemed a full cancellation. Please see clause 3 below.

  3. Cancellation By You

    1. Any cancellation will come into effect the day written notice is received by PBL and will be refunded as shown in the table below. Recorded delivery is strongly recommended.

      Days Before Departure % Of Booking Price Refunded
      0-36 days 0%
      37-56 days 50%
      More than 56 days 75%
    2. You will be liable for any charges incurred by PBL in cancelling any special requests already booked for You.

  4. Amendments By PBL

    1. We reserve the right to advise You of a change to your Holiday both before and after You make a reservation. An amendment made prior to departure which is deemed to be significant by PBL (for example a change of dates or a change in accommodation standards) gives You the right to cancel the Holiday if You choose. Should You cancel in such circumstances You will receive a full refund. In all significant cases we will pay You compensation as detailed below:

      Days Before Departure Compensation Per chalet Booking
      More than 56 days £100
      15-56 days £200
      0-14 days £400
    2. Once your Holiday has started, PBL will pay You a pro rata refund for any part of your Holiday which, due to amendment made by PBL, cannot be taken.
    3. Please note that PBL shall not be liable for any refund should PBL be forced to cancel or change your Holiday due to circumstances amounting to Force Majeure. Such circumstances shall include, but are not limited to, war or threat of war, riot, civil strife, terrorism, industrial disruption, natural disasters, fire, technical problems, adverse weather, governmental action and similar events beyond our control.

  5. Cancellation By PBL

    1. In all cases, PBL reserves the right to cancel your Holiday for the dates You have reserved. This is extremely unlikely, but should this event occur You would be fully refunded and compensated as set out in clause 4a.
    2. If you fail to pay the balance of the booking price or other costs before the due dates, we reserve the right to cancel your reservation with no refund to You.

  6. PBL's Responsibilities

    1. PBL accepts responsibility for ensuring that the Holiday, which You book with PBL, is supplied as described on this website. PBL accepts liability for any loss You may suffer if your Holiday is not as described and PBL will pay You appropriate compensation if this has affected the enjoyment of your Holiday.
    2. PBL accepts responsibility for any loss, death, injury or illness caused by the negligent acts and/or omissions of PBL’s employees, agents, suppliers, subcontractors, servants and/or agents of the same whilst acting within the scope of their employment in the provision of your Holiday, except where the failure to perform or the improper performance was due to:
      1. Your own acts or omissions
      2. Acts or omissions of a third party not involved with the provision of your Holiday
      3. Circumstances which were unforeseeable or unavoidable even when exercising all due care
    3. PBL’s liabilities shall in all cases be limited in accordance with international conventions concerning transportation and accommodation.

  7. Your Responsibilities

    1. As part of this contract You hereby agree to guarantee payment for any chargeable services requested by any member of your group both before and during your Holiday. The chalet Manager will take a credit card guarantee on Your arrival at the chalet.
    2. You undertake to behave with propriety and in such a manner as in no way to cause distress, damage, danger or injury to other clients, property, our employees and/or any third party. The contract of any client in breach of this clause shall be terminated forthwith and we shall have no further contractual obligations. We shall be entitled to recover the cost of any damages or loss caused by You or any member of your party; this must be paid direct at the time to the chalet manager. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.

  8. Price Guarantees

    1. The price of Your Holiday becomes fixed once the booking has been confirmed. PBL reserves the right to amend prices at anytime due to factors such as currency fluctuation.
    2. We reserve the right to decrease prices of unsold Holiday and to correct errors at anytime.

  9. Health, Passports And Visas

    1. Please see the section headed ‘Health, Passports and Visas’ on the Reservations Page. It is your responsibility to ensure that documents are in proper order before travel. PBL accepts no liability for any loss or inconvenience caused as a result of your failure to take reasonable care in this respect.

  10. Medical Conditions And Disabilities

    1. If You or any member of your party have any medical problem or disability, which may affect your Holiday, please, tell us before you confirm your booking so that we can advise as to the suitability of the chosen arrangements. In any event, You must give us full details in writing at the time of the booking. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline the booking or, if full details are not given at the time of booking, cancel where we become aware of details. Please note, in deciding whether we can properly accommodate the persons needs, we are entitled to consider the reasonable needs and requirements of our other clients and practical operational difficulties.

  11. Transport

    1. It is your responsibility to make your group’s travel arrangements, either to the chalet or to an airport from where PBL can make the resort transfer for You (Winter). Where possible You must inform PBL of your own flight arrangements at least four weeks prior to departure, requesting any transfers if applicable.
    2. PBL cannot accept responsibility for guests missing flights for any reason or mislaying or destroying travel documents, and no credit or refund will be given if You fail to take up a component of your Holiday as a result.
    3. PBL is not responsible for any flight delays but will still endeavour to transfer You to the chalet from the airport.

  12. Travel Insurance

    1. Please see the section headed ‘Travel Insurance’ under the section ‘Booking Your Holiday’ on the Reservations Page.

  13. Special Requests

    1. Please let us know any special requests You may have at the time of booking. Although we cannot guarantee it, we will do our best to meet your request but failing to do so will not constitute a breach of contract on our part.

  14. Any Problems

    1. If You are unhappy with any aspect of your Holiday, You must address your complaint immediately to both the chalet manager and the local service provider. In the unlikely event that your problem cannot be resolved locally, You must inform PBL in writing of your complaint within 30 days of your return so that any rights to compensation can be examined.
    2. In the event that your dispute cannot be settled amicably, it may (if You wish) be referred to arbitration under an inexpensive procedure devised and administered by the Chartered Institute of Arbitrators. Full details are available on request.

  15. Security

    1. We take the issue of chalet security very seriously, however, owing to the nature of chalet Holiday the buildings may not be locked at all times.
    2. Any valuables left at the property are left at your own risk, PBL are not responsible for their loss.

  16. Skiing With PBL

    1. It is the responsibility of You and your group to judge the suitability of each area in which You ski. If You or any member of your group ski in a location on the recommendation of or accompanied by any representative of PBL, PBL will not be liable for any injuries howsoever caused.

  17. Smoking Policy

    1. To ensure the safety and comfort of all our guests, we ask that You refrain from smoking in the chalet.

  18. General

    1. Headings within these booking conditions are for reference purposes only and all images are intended to give a general impression only. These booking conditions and any matters arising from them are subject to and governed by English law. To the best of our knowledge all details in this website were accurate at the time of being published.