Frequently Asked Questions

Booking Questions

Yes you should receive an automated reminder prior to the 6 week due date of your final payment*

*however if for some reason you do not receive a reminder it remains your responsibility to contact us and make the final payment due in full no later than 6 weeks prior to your arrival date.

Always make sure you have adequate holiday insurance in place before or at the time of booking your holiday.

The holiday property booking deposit (25% of the full holiday price) is non refundable.

Bookings cancelled in writing 4 to 6 weeks prior to your arrival date are part refundable up to 50%.

Bookings cancelled in writing under 4 weeks prior to your arrival date are not refundable.

To see our cancellation and all of our full terms and conditions please refer to the terms and conditions page.

We accept online payments using most major debit and credit cards including Visa, MasterCard and American Express.

Security deposits are refunded* 7 to 10 days** after your departure date.
*Refunds are subject to damage policy & rentals terms, for full details see terms and conditions.
**We use Stripe to process card refunds sometimes it can take up to 21 days to show on your card statement.

Unfortunately it is not possible to reserve or put on hold a property for any length of time.

Our online booking system is instant. As soon as you or anyone else pays the initial booking deposit then that particular week (or short break) is booked and will no longer be available.

25% payment of the holiday price is required to reserve the property for your desired dates.

The remaining 75% of the holiday price is required no later than 6 weeks prior to your arrival date. A security deposit is also due with the final payment.

If the arrival date of your holiday is under 6 weeks away when the booking is made then 100% of the holiday price is due immediately to reserve and secure the booking.

A 25% deposit payment means a booking is reserved.

Once 100% of the total holiday price is received the booking is deemed as confirmed.

 

 

To make a booking you need to book online through the Mountain Xtra website.

  1. First select the holiday dates and property you wish to book by using our property search tool.
  2. Then follow the on screen instructions to fill in your contact details and other required guest information.
  3. Once your booking details have been submitted you will be taken to our online payment screen.
  4. You need to pay either a 25% booking deposit or if your holiday start date is under 6 weeks away then 100% of the holiday price (+ a security deposits). We accept all major credit and debit cards including Visa, MasterCard and American Express.

Once payment is complete you will be sent payment and reservation confirmations. Once we receive your final payment you will be sent a final booking confirmation. After this directions and check in details will follow. Any problems please email: info@mountainxtra.com

Extras Questions

There are a number of established nanny and childcare companies in Morzine, we recommend the following:

Cheeky Monkeys: info@cheekymonkeysmorzine.com, +33 (0)6 16 12 28 80

Jack Frost: info@jackfrosts.net, +33 7 68 31 64 09

Alpine Resort Nannies: info@alpineresortnannies.co.uk

Yes we can, the best company in Morzine, Avoriaz, Les Gets & Chatel areas for snowboard lessons is Mint Snowboarding.

Mint offer individual and group lessons, freestyle camps and courses, technical performance, back country & split board coaching, kids lessons and back country guiding. They are number 1 on trip advisor and have won the world snow awards best snow sports school for the last two years in a row, we highly recommend them!

Contact Mint Snowboarding on: info@mintsnowboarding.com,  +33 (0)4 50 84 13 88

Yes we can, we would highly recommend the following companies for ski lessons:

BASS (British Alpine Ski School) +33 (0)450 74 78 59

ESF +33 4 50 79 13 13

Alpine Avoriaz Ski School +44 1273 451099 (May to November) +33 4 50 38 34 91 (December to April)

 

We recommend Ski-Lifts to our customers and use them to supply geneva airport transfers to our chalets as they consistently provide a professional, reliable and safe transfer service to the resorts of Morzine, Les Gets, Avoriaz, St Jean d’Aulps and the Portes du Soleil.

Please use the form below to get a quote / book your airport transfer

We highly recommend Doorstep Skis as our preferred Morzine ski hire partner and Ski Mobile as our Les Gets and other areas ski hire partner.

We know that they offer our guests the highest quality skis and equipment delivered directly to your front door on arrival in resort and a level of customer service that is second to none.

 

You can pre-order lift passes through Mountain Xtra and we will have them waiting for you in your holiday property on arrival so you are not stuck in long queues on your first day skiing! To order ski passes now click here.

Yes we can!

Many of our properties actually supply their own high chair and travel cot free of charge (note cot linen is not included), enquire when booking,

…and for those that don’t you can hire them direct from us: Cot=£25 (linen not included) & High Chair=£20.

Please make sure you order them when making your initial booking.

Check out time is 10am or before.

Unfortunately it is not possible to pre arrange a later check out time.

Please contact us by sms text message the day before you are due to depart to confirm your departure times or transfer pick up arrangements and if you are being picked up later than 10am then although the property must still be vacated by 10am, secure storage of your luggage is often possible until your transfer arrives later that day.

96% of our properties are signed up the Portes du Soleil Summer Multi Pass Scheme! – The other 4% we are working on!

A property that is a member gives you the opportunity to purchase the multi pass at the reduced rate of €2 per person per day.

The Multi Pass allows unlimited daily access to over 50 activities throughout the Portes Du Soleil i.e. swimming pools, chair lifts as a pedestrian, tennis courts, cultural sites and public transport etc. For a full list of included activities please refer to the multi pass booklet which we will leave in the property for you or is available from the tourist office.

In Morzine the main activities that are included are:

Swimming pool complex

Tennis courts (booking required)

Indoor ice rink

Pedestrian chair lifts

The lake at Les Gets

When you arrive in one of our properties that is signed up to the multi pass scheme you will find a white paper multi pass voucher left on the table for you. This may be taken to a lift pass sales office or the appropriate tourist office where you may then purchase the special reduced rate multi passes for you and your group. The cost is €2 per day plus €1 for the hands free card. The pass must be purchased for the duration of your stay.

Please note that the use of chair lifts for mountain bikes is not included in the multi pass. However if you have purchased a Portes du Soleil MTB pass, you can have a multi pass for the duration of your stay for free. Take your MTB pass and the yellow voucher to a lift pass office and they will issue a pass for you.

There are also many other activities that are not part of the multi pass scheme, but they will offer a discount if you have a multi pass card – it’s always worth asking.

If a property is not part of the multi pass scheme you can still purchase a multi pass from any lift pass office, the normal (non reduced) price for a multis pass is €9 per person per day. (Price correct as of summer 2018).

 

General Questions

Yes we can!

Many of our properties actually supply their own high chair and travel cot free of charge (note cot linen is not included), enquire when booking,

…and for those that don’t you can hire them direct from us: Cot=£25 (linen not included) & High Chair=£20.

Please make sure you order them when making your initial booking.

Accidents happen!

If you break a glass or a plate then the best thing to do is to try and replace it with a new one from a local shop. If this is not possible please just let us know before your departure.

If you break or damage anything else such as a light fitting, a piece of furniture an electrical item or any part of the chalet inside or out then you are required to contact us by sms text message as soon as it has happened, i.e. before the end of your holiday. That way we can access and deal with the individual situation before the next guests arrive!

Note, you have 24 hours after checking in to let us know by sms text message about any damage you find within the property that is not already listed in the guest information folder.

In the event of an emergency use one of the following emergency contact numbers:

International European Emergency number (from any mobile) call 112 (this number can also be used if you have an emergency up the mountain)

Fire and Accident / Sapeurs Pompiers call 18 – if you discover a fire in your property/ apartment block please raise the alarm and do not put yourself at risk by trying to tackle the blaze.

Medical help (samu) call 15

Police (Gendarmerie) call 17

Police: The police municipal is located towards the post office in Morzine. You will find it behind the Rhodos hotel, at the back of the parking spaces, just next to the stairs that go back up to the road.

Doctor: If in need of a doctor, there is a surgery for Dr Julien located in the ‘Maison Medicale in Morzine. The maison medicale is located on the Route du Plagne. Heading away from the tourist office, towards the Super Morzine bubble keep going straight on. You will find the building on the right hand side of the road opposite Hotel Le Cret. Appointments are not necessary, but at busy periods be prepared to wait. They have x-ray services here which may avoid a trip to the hospital.

Chemists: There are 2 pharmacies in Morzine. Both are fantastic and can give advice on most medical problems including colds, stomach flu, pulled muscles and can even bandage bad cuts. Visiting the pharmacy may avoid a costly trip to the Doctor. If they think you need to see a doctor they will advise. Both have members of staff that speak English.

Dubourg Pharmacy (+33 450 790 040) situated opposite the Marie on the far side of the roundabout. Open from 8.30 – 12.30 and 14.00 – 19.30

The second pharmacy is located opposite the tourist office (+ 33 450 747 023) Open from 8.30 – 13.00 and 14.00 – 20.00

 

If you have an emergency situation related to a Mountain Xtra property please call us using the in resort contact number that you will have been given prior to checking in, if you can not get through first time please send an sms text message. If you are calling this number out of hours it is unlikely to be answered, in this situation listen to the answer phone message where an out of hours emergency contact number will be given.

 

Whether it is summer or winter think about what to wear before you set off up the mountain and be prepared for the worst.

Check on a weather app before you leave the property so you know what to expect. Extreme storms of rain, sleet, snow, hail and lightning can and do come into the mountains very quickly and be aware that if a lightning storm is believed to be a risk then chair lifts and telecabines are often closed.

Layer up as it easy to add or remove extra items of clothing if conditions change. Take a bag to carry extra layers if needed. In winter wear appropriate thermal under layers.

Always take sun cream with you and always apply it in sunny conditions as the sun and UVA and UVB rays are extremely dangerous in the mountains both summer and winter.

If you visit the snow-forecast website then they will be able to provide you with all the latest snow conditions and update with weather forecasts and snow fall predictions.

Check in time is 4pm or after. – Any later check in time or day is possible as we use a mobile check in service. 

Unfortunately it is not possible to pre arrange an earlier check in time.

Let us know your resort ETA when you book your holiday (even if it might be before 4pm) and stay in contact with us on your arrival day. If you are arriving by airport transfer before 4pm luggage storage is sometimes available but you must let us know before your arrival day.

Check out time is 10am or before.

Unfortunately it is not possible to pre arrange a later check out time.

Please contact us by sms text message the day before you are due to depart to confirm your departure times or transfer pick up arrangements and if you are being picked up later than 10am then although the property must still be vacated by 10am, secure storage of your luggage is often possible until your transfer arrives later that day.

 

Check in time is 4pm or after. – Any later check in time or day is possible as we use a mobile check in service. 

Unfortunately it is not possible to pre arrange an earlier check in time.

Let us know your resort ETA when you book your holiday (even if it might be before 4pm) and stay in contact with us on your arrival day. If you are arriving by airport transfer before 4pm luggage storage is sometimes available but you must let us know before your arrival day.

96% of our properties are signed up the Portes du Soleil Summer Multi Pass Scheme! – The other 4% we are working on!

A property that is a member gives you the opportunity to purchase the multi pass at the reduced rate of €2 per person per day.

The Multi Pass allows unlimited daily access to over 50 activities throughout the Portes Du Soleil i.e. swimming pools, chair lifts as a pedestrian, tennis courts, cultural sites and public transport etc. For a full list of included activities please refer to the multi pass booklet which we will leave in the property for you or is available from the tourist office.

In Morzine the main activities that are included are:

Swimming pool complex

Tennis courts (booking required)

Indoor ice rink

Pedestrian chair lifts

The lake at Les Gets

When you arrive in one of our properties that is signed up to the multi pass scheme you will find a white paper multi pass voucher left on the table for you. This may be taken to a lift pass sales office or the appropriate tourist office where you may then purchase the special reduced rate multi passes for you and your group. The cost is €2 per day plus €1 for the hands free card. The pass must be purchased for the duration of your stay.

Please note that the use of chair lifts for mountain bikes is not included in the multi pass. However if you have purchased a Portes du Soleil MTB pass, you can have a multi pass for the duration of your stay for free. Take your MTB pass and the yellow voucher to a lift pass office and they will issue a pass for you.

There are also many other activities that are not part of the multi pass scheme, but they will offer a discount if you have a multi pass card – it’s always worth asking.

If a property is not part of the multi pass scheme you can still purchase a multi pass from any lift pass office, the normal (non reduced) price for a multis pass is €9 per person per day. (Price correct as of summer 2018).

 

All our holiday properties are sold on a self catered week by week rental basis.

They include…

bed linen* (nearly all of our properties now have bed linen supplied and the cost will have been included in the rental price, however please note that if you booked prior to December 2018 some properties may have had linen rental added at time of booking as an additional charge.)

complimentary bottle of wine on arrival

complimentary toiletries

7 dishwasher tablets are supplied in properties that have a dishwasher

washing up liquid, sponge and guest cleaning products are normally supplied in each property, however if they run out during your stay it is the guest responsibility to replace these items for the next guests

hot water, heating

logs* (in many properties some complimentary logs are supplied for open fires and log burners but not in all, please note that firelighters and kindling is not supplied but can be purchased from the local supermarkets.)

a standard quantity of plates cutlery and cooking equipment is supplied in each property

a standard after stay clean is included in the cost of your holiday, however if addition cleaning is required following your stay deductions may be taken from your security deposit for full details see our terms and conditions

…We do not directly supply, airport transfers, ski hire, catering however many of these things can be booked through our in resort partners detailed on our holiday extras page

In Resort Questions

Accidents happen!

If you break a glass or a plate then the best thing to do is to try and replace it with a new one from a local shop. If this is not possible please just let us know before your departure.

If you break or damage anything else such as a light fitting, a piece of furniture an electrical item or any part of the chalet inside or out then you are required to contact us by sms text message as soon as it has happened, i.e. before the end of your holiday. That way we can access and deal with the individual situation before the next guests arrive!

Note, you have 24 hours after checking in to let us know by sms text message about any damage you find within the property that is not already listed in the guest information folder.

In the event of an emergency use one of the following emergency contact numbers:

International European Emergency number (from any mobile) call 112 (this number can also be used if you have an emergency up the mountain)

Fire and Accident / Sapeurs Pompiers call 18 – if you discover a fire in your property/ apartment block please raise the alarm and do not put yourself at risk by trying to tackle the blaze.

Medical help (samu) call 15

Police (Gendarmerie) call 17

Police: The police municipal is located towards the post office in Morzine. You will find it behind the Rhodos hotel, at the back of the parking spaces, just next to the stairs that go back up to the road.

Doctor: If in need of a doctor, there is a surgery for Dr Julien located in the ‘Maison Medicale in Morzine. The maison medicale is located on the Route du Plagne. Heading away from the tourist office, towards the Super Morzine bubble keep going straight on. You will find the building on the right hand side of the road opposite Hotel Le Cret. Appointments are not necessary, but at busy periods be prepared to wait. They have x-ray services here which may avoid a trip to the hospital.

Chemists: There are 2 pharmacies in Morzine. Both are fantastic and can give advice on most medical problems including colds, stomach flu, pulled muscles and can even bandage bad cuts. Visiting the pharmacy may avoid a costly trip to the Doctor. If they think you need to see a doctor they will advise. Both have members of staff that speak English.

Dubourg Pharmacy (+33 450 790 040) situated opposite the Marie on the far side of the roundabout. Open from 8.30 – 12.30 and 14.00 – 19.30

The second pharmacy is located opposite the tourist office (+ 33 450 747 023) Open from 8.30 – 13.00 and 14.00 – 20.00

 

If you have an emergency situation related to a Mountain Xtra property please call us using the in resort contact number that you will have been given prior to checking in, if you can not get through first time please send an sms text message. If you are calling this number out of hours it is unlikely to be answered, in this situation listen to the answer phone message where an out of hours emergency contact number will be given.

 

Check out time is 10am or before.

Unfortunately it is not possible to pre arrange a later check out time.

Please contact us by sms text message the day before you are due to depart to confirm your departure times or transfer pick up arrangements and if you are being picked up later than 10am then although the property must still be vacated by 10am, secure storage of your luggage is often possible until your transfer arrives later that day.

Check in time is 4pm or after. – Any later check in time or day is possible as we use a mobile check in service. 

Unfortunately it is not possible to pre arrange an earlier check in time.

Let us know your resort ETA when you book your holiday (even if it might be before 4pm) and stay in contact with us on your arrival day. If you are arriving by airport transfer before 4pm luggage storage is sometimes available but you must let us know before your arrival day.

Check out time is 10am or before.

Unfortunately it is not possible to pre arrange a later check out time.

Please contact us by sms text message the day before you are due to depart to confirm your departure times or transfer pick up arrangements and if you are being picked up later than 10am then although the property must still be vacated by 10am, secure storage of your luggage is often possible until your transfer arrives later that day.

 

Check in time is 4pm or after. – Any later check in time or day is possible as we use a mobile check in service. 

Unfortunately it is not possible to pre arrange an earlier check in time.

Let us know your resort ETA when you book your holiday (even if it might be before 4pm) and stay in contact with us on your arrival day. If you are arriving by airport transfer before 4pm luggage storage is sometimes available but you must let us know before your arrival day.

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Specialising in self catering accommodation in and around Morzine.

Registered Office
Chancery House, 30 St Johns Road,
Woking, Surrey GU21 7SA

Mountain Xtra Ltd
4415367 (England and Wales)

Open 9am to 5pm (Monday to Friday)
+44 (0) 1483 608396
Terms & Conditions | Privacy Policy | Mountain Xtra © 2018 All rights reserved.