Terms & Conditions
Who We are
- SARL Big Strand, a company registered in France.
Company number: 840933402
355 Route Benoit Couttet
- Big Strand Scotland Ltd, a company registered in Scotland.
Company number: SC673283
C/O Rennie McInness LLP
42 Main Street
The Holiday will be booked and delivered in resort by SARL Big Strand. Big Strand Scotland Ltd processes the payments for SARL Big Strand.
Sarl Big Strand
TERMS & CONDITIONS
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 SARL Big Strand (“Big Strand”, “we” or “us”) Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references to “the client”, “guest”, “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.
By making a booking, the first named person agrees on behalf of all persons detailed that:
- he/she has read these terms and conditions and has the authority to and does agree to be bound by them;
- he/she is over 18 years of age and where placing an order for services with age restrictions declares that
- he/she and all members of the party are of the appropriate age to purchase those services.
We offer self-catering accommodation and other services such that are available to be purchased, separately agreed and paid for in full pre-arrival. In other words, you may decide to only purchase accommodation from us or you may decide to purchase accommodation and a transfer etc. We will treat each element as a separate booking so that the price charged in total for the booking of more than one element will always equal the prices charged separately for each individual element. Once you have booked the accommodation our Chalet manager will be happy to provide you with costs for any of our additional services. This means that any multiple bookings do not constitute a package as defined in the Package Travel, Package Holidays and Package Tours Regulations 1992.
Please Note: Our obligations to you will vary depending upon whether we act as a Principal (in the sale of accommodation) or as an Agent (e.g. to help you to arrange transfers or ski-guides). Where we are acting only as an Agent our liability to you will be restricted, as set out below.
A holiday booking is completed in two stages:
- When you submit a booking request via our online reservation system, you will receive an automatic booking summary to the email address you provided in the booking form. This does not form a contract between us. A contract shall only arise when your booking is subsequently confirmed in writing via an email from our booking system; and
- when we receive cleared funds for the full value of your deposit as stated on your booking information.
On receipt of this we will forward a booking confirmation to you and you will have access to a booking summary if you are using our online guest login platform/system (Supercontrol/mystayplanner).
On receipt of your booking confirmation please check carefully and report any incorrect or incomplete information to us immediately. Please ensure that all names detailed are exactly as stated on the relevant passports.
The person making the booking is classed as the “lead booker” for any booking which includes more than one person. Where you are the lead booker you confirm that you have the authority to accept (and do accept) these Terms and Conditions for each person named in your booking. The address provided in the booking should be the full postal address of the lead booker. You will be the primary contact for the booking and will accept any communications and correspondence from us (or our suppliers) on behalf of your entire group.
At times we may ask for photographic ID on bookings, especially last minute bookings.
If you have paid a deposit, you must pay the full balance by the due date notified to you (56 days before your holiday arrival date all as detailed in the booking form). If full payment is not received by the balance due date we reserve the right to cancel your booking in accordance with the relevant clause below.
All written correspondence to SARL Big Strand or by email to firstname.lastname@example.org
We endeavour to ensure that all of the information and prices displayed on our website are accurate; however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the arrangements that you wish to book before your booking is confirmed.
We strive to ensure accuracy of descriptions shown however, we are not always able to control all the components of the holiday arrangements and it is possible that an advertised facility may be withdrawn or changed.
The price of your holiday will be confirmed on booking form. When you have booked and paid your deposit (or the full amount if you book within 56 days of arrival date), the price of your booking as shown on your confirmation booking form is guaranteed unless you elect to change the confirmed booking, and also in situations as defined in ‘Surcharges’.
In rare circumstances, we reserve the right to levy a surcharge after the confirmation of your booking in accordance with industry standard guidelines. However, we guarantee that no such surcharge will be applied within 30 days of your departure date.
A surcharge would only occur as a result of cost changes arising from government action such as changes in VAT or any other government imposed changes.
All guests over 18 are required to pay a tourist tax (tax de séjour). This will be indicated and shown separately in your booking confirmation.
All booking agreements are made in Euros. A 20% deposit is due at the time of booking to confirm a reservation. The balance is due 56 days prior to arrival. Booking costs/accommodation balances are payable by bank transfer. For the avoidance of doubt, any bookings within 56 days of arrival require to be paid in full at the time of booking.
Guest-in-resort additional services/expenses balances are payable by bank transfer and must be settled prior to departure.
A security deposit of €3,000 is required one week prior to check-in. This will be refunded within 5-7 working days after departure, less any outstanding amounts owed – this period may be extended in the event of any damage which requires further investigation or repair. Keys to the chalet will only be released once the security deposit has been received.
If damage/loss exceeds the value of the deposit, you will also be liable for the difference, and will be invoiced accordingly.
Once you have departed, and the property and inventory has been checked, we will release the security deposit minus any deductions.
The chalet capacity is 10 persons in fixed beds (two rooms can be split into twins of which we must be advised prior to arrival, all as noted on the booking form). In addition, where required, we can provide up to two travel cots suitable for children under 3 years of age.
The maximum number of people to reside in the property will be clearly stated in the final contract.
Only persons confirmed on the booking may reside at the chalet and use the facilities unless agreed in writing prior to arrival. There are to be no parties or additional people invited prior to written consent being granted by our Chalet Manager or our Operations Team.
Where additional linen, towels or room changes are requested the tariff as indicated in the Guest log in for these charges will be applied in resort or if you know in advance can be added to your booking. As standard, linen is changed weekly. These costs must be paid in full prior to departure if ordered /added in resort.
The rental period shall commence any time after 17.00hrs on the arrival day and finish at 10.00hrs on the day of departure all as detailed on the booking form.
Keys will be released and available for contactless check in, once the security deposit has been taken. We expect the same number of keys (two sets) provided to be returned at the end of your stay. A charge will be made to replace any keys lost or not returned. This may be deducted from the security deposit.
If you wish to make alterations to your booking after the contract is formed we will seek to accommodate your request, where it is reasonable to do so. Such changes are at the sole discretion of Big Strand. Amendments must be confirmed in writing and signed by you as “lead booker”. They will come into effect on the day they are confirmed by Big Strand. You agree to indemnify Big Strand for any reasonable expenses incurred in making an amendment whether or not Big Strand succeeds in confirming your request.
Subject to availability and our standard booking periods, any change of dates within the same season more than 70 days prior to departure will be accepted by Big Strand. If the period chosen is set at a higher tariff, a surcharge may be required. No refund will be payable for changes to a lower tariff period. A change of dates to a future season or within 70 days of departure will be deemed a full cancellation. Please see the relevant clause for details.
We may in exceptional circumstances be required to cancel the booking in which case a full refund of all monies paid will be made to the client. We regret we cannot meet any expenses or losses that you may incur as a result of change or cancellation.
On the rare occasion, we may be forced by “force majeure” (see clause 26 below ) to change or terminate all or some of your arrangements. If this situation does occur, we regret we will be unable to make any refunds, pay you compensation or meet any costs or expenses you incur as a result.
If you choose to cancel your booking you must do so in writing. Any cancellation will come into effect the day written notice is received by Big Strand. Cancellation charges for the accommodation cost will be as follows:
Period before arrival written cancellation received. Amount charged as % of the total of holiday cost.
Over 56 days – Loss of deposit
Less than 56 days – 100%
Upon cancellation we will attempt to re-sell the holiday package, if we are able to do so we will deduct such amounts from your cancellation charges, less any additional administrative costs incurred which shall also include additional sales costs such as third-party commissions.
The date of arrival is the date of your arrival in the destination resort. In the case of a multiple week stay the date of arrival is the start date specified on the booking agreement. The amount refunded will be calculated on each week booked individually. In the case of a multiple week stay the refund will only be calculated on the value of the week(s) cancelled, not on the total value of the booking. Depending on the reason for your cancellation, you may be able to reclaim these charges under the terms of your insurance policy.
If your holiday is affected by Covid-19 (for all holidays taken prior to 30th April 2022) please refer to our “booking with confidence” information page. https://www.chaletcouttet.com/covid-19/
Please also note that where you wish to cancel services booked with a third party on your behalf, their terms will apply which may affect any refund that is available.
If you fail to pay the balance of the booking price or other sums owing before the due dates, we reserve the right to cancel your reservation with no refund to you.
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 the services, except in cases where it is proved that we have breached that duty 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;
- 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 limit the amount of compensation we may have to pay you if we are found liable under this clause in the following ways:
- Loss of and/or damage to any luggage or personal possessions and money, the maximum amount we will have to pay you in respect of these claims is an amount equivalent to the applicable excess on your travel insurance policy because you are assumed to have adequate insurance in place to cover any losses of this kind.
- Claims not falling under the above or involving injury, illness or death. The maximum amount we will have to pay you in respect of these claims is the price paid by or on behalf of the person(s) affected in total.
It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves strictly in accordance with the complaints procedure set out in these conditions.
Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party, and must provide ourselves and our insurers with all assistance we may reasonably require.
Please note we cannot accept any liability for:
- Any damage, loss or expense or other sum(s) of any description which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or any business losses.
We will not accept responsibility for services which do not form 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 any supplier agrees to provide for you.
In cases of compensation or damage arising from non-performance or improper performance of the services involved in any of the company’s contracts, compensation for personal, including psychiatric injury and non-personal injury, is limited by all relevant international conventions including but not limited to the Geneva Convention, the Montreal Convention and the Athens Convention.
No employee, representative, agent or officer of Big Strand shall be authorised to commit Big Strand to any admission of liability whatsoever and Big Strand shall not be bound by any such admission unless it is explicitly stated in writing and executed on behalf of Big Strand.
As part of this contract you hereby agree to guarantee payment for any chargeable services requested by any member of your group before, during or after your holiday.
We do not specialise in providing holidays for persons with a disability, but we will do our utmost to cater for any special requirements you may have. If you or any member of your party has any allergies, medical conditions or disabilities which may affect your stay, please provide us with full details before we confirm your bookings so that we may advise you as to the suitability of your chosen arrangements. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not be able to confirm your booking. For our guests it is worth noting that if you do not give us full details at the time of booking and confirmation, we may have to cancel the booking and impose any applicable cancellation charges when we become aware of these details.
All children under the age of 18 years old are the responsibility of their parents or authorised adult. Children (all people under the age of 18) are not permitted to be in the property alone without the supervision of an adult. None of our regular team is trained or qualified in child care. Should you require a nanny we can arrange this through our chalet manager. Childcare services will only be booked with professional qualified third-parties or individuals. The parents/guardians must satisfy themselves of the suitability of the services offered and fully absolve and indemnify Big Strand of/from any responsibility for the provision of such childcare services.
All guests are responsible for securing/locking property doors/windows, as well as closing over the blue pool cover on exit. If this requires any special actions, guests will be notified of this procedure on arrival at the property. Any guest not following this procedure will be liable for any uninsured losses arising from this negligence.
Ski, snowboard or mountaineering boots must not be worn in the chalet at any time other than in a designated boot room. In addition, guests are advised to be considerate of damage that could be caused by their footwear, for instance, the client shall be liable for any damage to flooring caused by footwear such as high heel stilettos.
For self-drive guests, Big Strand accepts no responsibility for your vehicle and it is parked at your own risk. It is your responsibility to ensure that your vehicle is suitably equipped for travel including but not limited to suitable tyres, snow-chains and other European safety equipment. Big Strand accepts no responsibility for self-drive journeys, nor for any liability in the event that your vehicle becomes immobile due to inadequate equipment.
Vehicles are left in the parking area at your own risk and we are not responsible for loss or
damage to these except where it is caused by our negligence or that of anyone we are responsible for.
Please note this property has a no smoking and no pets policy, and we ask you respect this at all times.
It is a condition of your contract that you and your party obtain suitable and adequate travel/cancellation insurance and, for winter holidays, winter sports insurance from a reputable provider, which must include the following:
- Emergency Medical Expenses including, amongst other costs, mountain rescue, ambulance charges and repatriation;
- cancellation of your trip or curtailment (cutting short your trip);
- personal liability to include, amongst other liabilities, damage caused by your negligence to the property in which you are staying and may not include a clause which restricts actions being taken against a travelling companion other than family;
- travel and transfer delays, which must include amongst other costs, additional costs incurred in the event of a delay beyond your or our control;
- the activities you are likely to do and in particular off-piste skiing with or without a guide (it is possible to ski off-piste inadvertently);
- checking with your insurer for all information relating to Covid-19 and your foreign office and the French authorities for travel advice.
Big Strand expects you to claim any such costs/losses from your insurance and accepts no liability whatsoever for these claims. Further, and for the avoidance of doubt, in the event that you fail to obtain suitable travel/cancellation insurance and, for winter holidays, winter sports insurance we shall not be liable for any costs incurred or claims made against us.
It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your holiday. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates, and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure. Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. We do not accept any responsibility if you cannot travel or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities/FCDO (Foreign, Commonwealth and Development Office) advice. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.
Note that this advice can change and you should continue to check the relevant websites until your travel departure.
All guests staying with us are expected to conduct themselves in an orderly and acceptable manner both within the chalet and with our neighbours. If, in our opinion or in the opinion of any Chalet Manager or any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any third party or damage to property, we reserve the right to terminate your booking arrangements with us 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 your accommodation immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation 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. Full payment for any such damage or losses must be paid directly to the Chalet Manager or other supplier prior to departure from the chalet. 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. Big Strand reserves the right to charge the card details which you provided on check in/deduct from any security deposit held in accordance with its rights under this clause. Please note that smoking is strictly prohibited inside Chalet Couttet. You will be informed of the designated external smoking location when you check in – smoking in any other location is prohibited. Ashtrays are provided and must be used. We reserve the right to levy an additional cleaning charge for cigarette/cigar butts/ash that has not been disposed of correctly.
Any access roads and access to the neighbouring properties must be kept clear at all times.
During your holiday our team will provide the following services on a daily/regular basis:
- Early morning breakfast service of bread and pastries.
- Pool servicing/maintenance visit by our pool contractor/team. This is typically every two weeks on a Friday morning.
- Our team will check the hot tub daily during your visit to check water levels and water condition (this is carried out morning, evening and once during the day).
- When in use, our team will check the pool daily in order to check water levels, water condition, technical plant room settings and generally ensure all pool related matters are correct (this is carried out morning, evening and once during the day).
- Pool equipment (brush and net with long poles) are not toys or for guest use. These should only be used by our team to avoid damage to the pool lining.
- Our team will carry out a midweek light duty housekeeping refresh (floors, toilets, bathroom areas, refuse and surfaces), by arrangement.
- Regular refuse collection from the bins located outside the chalet door (all guest refuse to be placed in these bins by guests)
- Check and empty of ashes from the fire, by arrangement with you for access. We will clean out the fire and dispose of the ashes as required.
- Gardening and grass cutting normally occurs weekly in the summer months and as required.
- During the winter months mechanical snow clearing will take place on the access road and driveway when required. Our team will also daily/as required clear snow manually on access pathways, stairs and around the pool/spa. All of the above are subject to available access and weather conditions.
We are committed to the Code of Best Practice on Service Charges, Tips, Gratuities and Cover Charges. We do not add a service charge to your bill, however, gratuities are greatly appreciated by our staff, if you feel appropriate.
Guests using the swimming pool, hot tub or other spa facilities, use them at their own risk and Big Strand can accept no responsibility for accidents/injuries whilst using these facilities. In the interest of hygiene all guests are asked to shower before using these facilities. Guests are advised not to use these facilities if you:
- Suffer from heart disease or circulatory problems.
- Suffer from an infectious skin disease, sores or wounds.
- Are pregnant (or seek medical advice before using the facilities).
- Are taking anticoagulants, antihistamines, vasodilators, vasoconstrictors, stimulants, hypnotics, narcotics or tranquilisers or any other medications.
Children must be supervised at all times whilst using chalet facilities including, but not limited to, swimming pools, jacuzzis, steam rooms, saunas and gyms. Big Strand do not provide lifeguards and no members of the chalet team are trained nor qualified to act as such. The pool at points is shallower than 0.9m and at its deepest in excess of 2m.
Without prejudice to the generality of the above, the following are strictly prohibited in the pool/wellness area:
- diving or jumping into the swimming pool or hot tub;
- drinking of any alcohol or using the wellness area when under the influence of alcohol or drugs;
- leaving children unsupervised in the wellness area.
Children: The direct, visual, and active supervision of children present in the wellness/pool area by an adult is essential and under your sole responsibility. Children under the age of 16 years are not permitted to use the Hot Tub/pool/wellness facilities unsupervised. children under the age of 4 years are not permitted to use the Hot tub/sauna or steam room. To ensure the safety of children, the following precautions must be taken, in particular:
- never leave a child alone near the swimming pool or hot tub;
- never leave a child alone in the water, even if they know how to swim, or in a hammam, steam room, sauna etc. They must always be under the supervision of an adult capable of aiding them in the event of an accident;
- never leave toys or other items floating on the water; they may encourage children to approach the water/obstruct the blue volet in closing.
Usage information and Protocol (Rules) signage will be displayed in these areas at all times, as well as listed/detailed in the guest login/ipad. Please make yourself aware of these and familiarise yourself with them prior to use. If you are unsure please ask for advice from the chalet manager.
The water in the hot tub is changed on a regular basis and therefore please be aware that it may still be heating to temperature on the first night of your stay. Routine service/water quality checks will be carried on a regular basis (3 times daily) during your stay and you should expect our staff/third-party contractors will be visiting the chalet, they will make themselves known to you on arrival (see service times).
The consumption of beverages in or around pool/spa facilities must only be from plastic vessels to avoid the risk of injury. The use of glass containers of any kind is prohibited. Please note, if we have to drain the hot tub/pool to clear any damage, you will be charged via a deduction from your security deposit.
Please refer to our pool and hot tub protocol which will be on display at the chalet. In addition, our team will advise on arrival how to operate the blue pool cover (pool safety and security device). Our team at this time will ask you to sign the pool handover form.
During the late autumn, winter and early spring the pool will be covered with a hard-shell cover at all times due to cold temperatures and under no circumstances should it be opened. Access into the pool is via an access door within the hard-shell cover.
Due to the inherent fire hazards, it is strictly forbidden for guests to remove ashes from the lounge stove/fire. This task will be undertaken by our team or housekeeping, they will speak with you and arrange for access to do this as required.
Guests should take care and be cautious in freezing temperatures and in snow conditions around the chalet, especially on external steps and pathways, and always wear appropriate footwear.
This section applies to bookings we make for you when acting as an agent. Our Chalet Manager will act as an agent to help you to arrange such individual holiday products as you require. This may include but is not limited to:
- Airport and local transfers
- Ski and board hire/passes
- Private chef
- Ski lessons
- In-house spa treatments/massage
- Yoga instruction
- Wine tasting
For any other reservations or purchases made on your request, your contract will be with the supplier of the arrangements in question (the ‘supplier(s)’). We will organise for you to enter into a contract with the supplier(s) of the arrangements. Your booking with us is subject to these terms and conditions and the specific booking conditions of the relevant supplier(s) you contract with. You are advised to read both carefully prior to booking. The supplier’s terms and conditions may limit and/or exclude their liability to you. Copies of applicable conditions are available on request from the supplier. As an agent, we accept no responsibility for the actual provision of the arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to the amount paid for the booking (or the appropriate proportion of this if not everyone on the booking is affected). In many instances we will require you to pay in advance for services we book on your behalf.
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 are accompanied by any ski guide, Big Strand will not be liable for any injuries that may be caused. Unless specified by you pre–arrival, lift passes bought on your behalf will include a carré neige (where/if available) to ensure rapid response in the event of an accident whilst skiing.
Please note that this does not replace the need for a full winter sports insurance policy.
If you find yourself unhappy with any aspect of your holiday, you must address your complaint immediately to both the Chalet Manager and our Operations Director. Failure to contact the Chalet Manager, or our Operations Director whilst in resort, may affect your rights under this contract. In the unlikely event that your problem cannot be resolved locally, you must inform Big Strand in writing of your complaint within 28 days of your return so that any rights to compensation can be examined.
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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 any event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. These events can include but are not limited to war, threat of war, civil strife, terrorist activity and its consequences, or the threat of such activity, riot, the act of any government or other national or local authority, industrial dispute, natural or nuclear disaster, fire, chemical or biological disaster, adverse weather conditions and all similar events outside of our own or the relevant supplier’s(s’) control. Advice from the relevant Foreign Office to avoid or leave a particular country may constitute force majeure.
These Booking Conditions, and any agreement to which they apply, are exclusively governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be subject to the exclusive jurisdiction of the Courts of England.