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Frequently asked questions

Booking, payments and complaints


  • Booking
  • Duration
  • Payment
  • Cancellations
  • Prices
  • With children
  • Complaints
  • Special requirements

  • Travel documents


  • Tickets
  • Passport

  • At the destination


  • On location
  • Hotel
  • Apartment

  • Skiing/Snowboarding


  • Ski/Snowboard hire
  • Ski/Snowboard lessons
  • Lift pass

  • Transport


  • Self drive

  • Website


  • Newsletter
  • Promotion code

  • Sunweb Holidays, contact


  • About Sunweb
  • My Sunweb

  • BOOKING, PAYMENT AND COMPLAINTS



  • Booking


  • How can I make a booking online?


    You can make your booking via our website:

    Go to our home page and select the option ‘Search’ from the top menu. On the left side of the page you will be able to filter for what you are looking for (eg date, number of people resort). Click on the accommodation that you are looking for. Once on the accommodation page, select the yellow tab ‘PRICES & BOOKING’. You will be able to see all of the different dates and prices that are available, as well as selecting a flights or self drive package. Click the price in the price table and you start the booking process.

    Once you have entered all your personal details and confirmed the booking, an automatic confirmation email will be sent out. As soon as you have agreed to our terms and conditions, you will be obliged to pay for the holiday.

    How do I pay if I book online?


    There is an option to pay as soon as you have made the booking via credit or debit card. There is also the option to pay through the My Sunweb portal, or over the phone. If you want to, you can also pay via bank transfer (our account details will be listed on the invoice). For My Sunweb, you will be sent an invoice within one working day with details on how to login and see the details of your booking.

    How can I request a price?


    The best way to search for a price is to have a look on the ‘Search’ page on our website. If you are still struggling for ideas, you can always email us at info@sunweb.co.uk.

    Can I book from abroad?


    Even if you live abroad you can book online with us. Check the website Sunweb.com for an overview of our websites available abroad. If your country is still not listed here we have a few tips for you if you want to make an online booking: You cannot enter a foreign postal code or international phone numbers on an online booking. Please fill in your own telephone numbers without the international access codes. At the end of the booking form please include, in the "Remarks", the correct postcode and the correct phone numbers. Unfortunately we cannot issue travel insurance for people not living in the UK. You can use the following details to make a payment to us from abroad:

    • Bank: Lloyds TSB
    • Account number: 21109768
    • Bank Sort Code: 306541
    • BIC/SWIFT code: LLOYDGB21682
    • IBAN code: GB09 LOYD 3065 4121 1097 68

    Can I book a holiday for 1 person?


    On the website we have holiday offers for 1 person. Go to the ‘Search’ page. On the left of the pages select 1 adult in the ‘Who’s going?’ filter. In the menu to the left you can also filter your other preferences like the destination, holiday duration and facilities.

    How does a booking "on request" work?


    If we do not have any rooms or apartments in stock ourselves it is sometimes possible to inquire with our accommodation provider if they might still have a room or apartment in their stock. We state this option on our website by highlighting the total costs in blue (= on request). How does it work? You book your holiday (online) and we will contact the accommodation provider. It usually takes a few days before we receive an answer. As soon as we receive an answer we will contact you. If a room or apartments becomes available then your booking can be confirmed. If there are no rooms or apartments available then we might be able to offer you an alternative accommodation, or will cancel your booking free of charge.

    How do I book multiple rooms?


    If you want to book multiple rooms/apartments you need to click on the price of your chosen room type, and then simply click on the price of your next choice. This way it will appear together with your first option in one booking. If you are traveling with another family or a group of friends we advise you to make one booking in order to make sure that you are all assigned to the same flight. If you make two separate bookings we cannot ensure that you will be on the same flight. PLEASE NOTE: if you book your holiday on a self-drive basis there no maximum number of participants per booking. However, if you book a package including flights and transfers the maximum number of participants is 9 (per per booking).

    Can I book a holiday without a lift pass?


    If you want to book one of our accommodations a lift pass is always included in the price. If you do not want to book a lift pass, then you can change this during step 2 of your booking. In step 3 of your booking the discount will be calculated into the price. This theory also applies if you qualify for a free lift pass due to your age (for example, toddlers and pensioners).

    Is it possible to reserve two rooms next to each other?


    If you are going on holiday together with family or a group of friends we advise you to make one booking. This way you will have the best chance of being close together. Please take into account that we cannot guarantee this. We are dependent on the accommodation provider and can only add this as a preference. Please add write us a little note about this in the text field provided at the end of the booking process. If you are a group of 9 people or more and are booking a package with flights, you will have to make two separate bookings. The maximum number of participants is 9 (per per booking).

    Can I add a preference?


    When you make a booking it possible to add extra preferences in regards to your accommodation and other extras. You can do this in Step 4 of the booking steps. Please note that that whilst we will do our best to cater these for you, we can never guarantee that you will have all your preferences met.

    I have a special diet; can you inform the staff on location?


    If you have special dietary preferences, please inform us in the Remarks box on Step 4 of the booking process. Please note that while we will do our best to cater to your dietary preferences, we cannot guarantee that the accommodation or restaurant will have a wide range of options for specific dietary needs.

  • Duration



  • How long is my holiday?


    Sunweb offers a range of different packages from 2 nights to 7 nights. Please check the dates carefully before booking so that you are aware exactly how many nights your trip is. For example, a 7 night package is labelled as a 8 day holiday. Similarly, a 2 night holiday is labelled as a 3 day holiday.

    Can I book for two weeks?


    If there is availability, it is usually possible to book a package for two weeks. It is not possible to book these packages with flights. If you would like to book for two consecutive weeks on a self-drive basis it is best to contact our office directly.

  • Payment



  • Payment options


    Sunweb offers the following payment options:

    • Bank transfer
    • Visa credit card
    • Visa debit card
    • Mastercard credit card
    • Mastercard debit card

    It is possible to by via a card payment over the phone. Please remember to have your booking number ready.

    How much deposit do I pay?


    For self drive packages booked over 6 weeks before your departure date, the deposit amount is 15% of your total price. The rest amount is due 6 weeks before the day your holiday is set to start.

    For flight bookings the deposit amount is the full cost of flights + luggage, as well as 15% of the rest of the package price. The rest amount is due 6 weeks before the day your holiday is set to start.

    For bookings made within 6 weeks before the holiday is set to begin, the full amount must be paid immediately.

    Payments from abroad


    It is possible to pay from abroad via a bank transfer using the following details:

    • Bank: Lloyds TSB
    • Account number: 21109768
    • Bank Sort Code: 306541
    • BIC/SWIFT code: LLOYDGB21682
    • IBAN code: GB09 LOYD 3065 4121 1097 68

    Please remember to state your booking number when paying by bank transfer.

    How do I know if the payment has been received/processed?


    As soon as we have received and processed your payment we will send you a confirmation of receipt via e-mail. Please take into account that we only send a confirmation of receipt after the payment has been processed into our system. If, for whatever reason, you do not receive a confirmation of your payment via e-mail then please contact us with a proof of payment so that we can investigate this for you.

    Can I pay the whole amount upfront?


    Yes it is possible to pay the full amount upfront, even if it is outside 6 weeks of the departure date.

    All participants want to pay separately. Is this possible?

    Yes this is possible. In order to do this you will need to all pay via bank transfer using the same booking number, or alternatively you can each call us and we can take a card payment over the phone for you.

    Can I pay online?


    Yes it possible to pay online directly when booking. It is also possible to pay through the My Sunweb portal.

    Can I make changes to my booking?


    Yes it is possible to make changes to your booking. In order to do this please contact us at info@sunweb.co.uk or call us on 0203 170 8206.

    Can I change a name or date of birth?


    Yes this is possible. For self drive packages there is no extra cost for a name or date of birth change. For flight packages extra costs will apply. These costs are dictated directly by EasyJet.

    Do I state my maiden name or married name when booking?


    It is imperative that you state your first and last name as it appears on your passport.

    Can I add a person to my booking?


    This depends on a number of factors including whether or not there is enough space in the room type and the booking type. The head booker will need to contact Sunweb directly by email or phone to see if this possible.

    Is it possible to change my address or phone number in the booking?


    Yes this is possible. Please email this information to info@sunweb.co.uk.

  • Cancellations


  • How can I cancel my holiday?


    1. General cancellation:


    We can only deal with a cancellation if it has been reported in writing by the party leader. The cancellation can be sent by email: info@sunweb.co.uk with the word 'cancellation' as subject, followed by the booking number and the date of departure. If you booked a holiday with Sunweb, cancellation fees always apply. This also applies to bookings where the deposit is unpaid. At Sunweb, bookings are always confirmed.

    Cancellations need to be made in writing, within 3 days after the event that caused the holiday to be cancelled (in part or full). Please take into account that there are always costs involved with cancellations. You are only entitled to a (partial) reimbursement of the holiday price if you have taken out an insurance policy and if the reason of cancellation is valid. Sunweb Holidays can only deal with a cancellation if it has been made in writing by the party leader. A fellow participant is not exclusively liable and therefore he or she cannot make a cancellation. In case a holiday is cancelled, the customer needs to pay the following cancellation costs besides possible reservation costs. The person who made the booking is responsible for paying this charge. The size of the charge depends on when we receive your notification - the more notice you give, the less we will be forced to charge.

    These charges are based on the date you notify us of your cancellation. It relates to the number of days before departure. These charges are a percentage of the total cost of your booking, excluding the price of your insurance policy (if you have booked it with Sunweb/ERV). You may be able to claim for the cancellation charge from your travel insurance, please check your policy.

    2. Cancellation if a flight is included in the package:


    All scheduled flights are non-refundable. This means that you will not be refunded the amount you have paid for the flights (which form part of your package). This means that you will have to pay 100% of the flight price as well as the percentage of the remaining components of your package. This percentage will be calculated based on the table above. You may be able to claim for the cancellation charge from your travel insurance, please check your policy.*Where the standard deposit is increased to secure specific facilities or an additional payment has been made for transport airline tickets and these are non-refundable, then the scale of charges shown will be calculated based on a % of the cost of all other arrangements and the non-refundable charges will be added to that cancellation charge to give the total charge. Infant charges of £45 and any insurance premium paid are non-refundable in the event of the cancellation of a holiday.

    Cancellation form


    We can only deal with a cancellation if it has been reported in writing by the party leader. A fellow participant is not primarily responsible and therefore cannot make a cancellation. The party leader can fill in the form below: Go to the cancellation form.

    Cancellations for bookings departing within 3 weeks can also be made by telephone by the party leader. After that the party leader still needs to confirm the cancellation in writing.

    What are the costs if I have to make a cancellation?


    Cancellation fees

    • 84 days or more 70 days or more Loss of deposit*
    • 56-69 days 30%*
    • 36-55 days 50%*
    • 22-35 days 70%*
    • 11-21 days 90%*
    • 0-10 days 100%*

    Your deposit is non-refundable, even if the cancellation charge calculated is lower than the deposit amount paid.

    Do I get a confirmation of the cancellation?


    You will receive a confirmation of the cancellation within one week. During busy periods this might take a little longer.

    When do I get my payment back?


    As soon as you have filled in the accident report and sent this to the insurance company they will deal with your cancellation. Unfortunately we cannot say before hand how long this will take since this varies per cancellation. If the cancellation costs are lower than the total sum of the holiday, we will refund the overpaid amount to your bank account within 10 working days.

    Prices


    The listed prices are per person. Our prices fluctuate during the season. Sunweb Holidays works with fluctuating prices based on the dynamics of supply and demand. This means that the price of packages can change each day due to changes from suppliers and airlines. To see the most updated prices, please check our website. In the case that changes occur in the mentioned components, Sunweb reserves the right to calculate these costs into the total price.

    The general deposit payment, for self-drive holidays, is 15% of the holiday price and is due as soon as the invoice has been issued. The cost of the insurance (and any travel) also needs to be paid immediately. The remaining amount is to be paid to Sunweb Holidays 6 weeks prior to departure at the very latest. If you book a holiday with a departure date within 6 weeks time you need to pay the entire sum as soon as the invoice is received.

    The standard deposit is increased to secure the airline tickets and these are non-refundable. As soon as you book package including flights, you will be required to pay 100% of the flight price. In addition to the cost of the flights and travel insurance; you will have pay 15% of the other package elements (accommodation and lift passes etc). This amount is due as soon as the invoice is received. The cost of the insurance also needs to be paid immediately. The remaining amount is to be paid to Sunweb Holidays 6 weeks prior to departure at the very latest. If you book a holiday with a departure date within 6 weeks time you need to pay the entire sum as soon as the invoice is received.

    Is a children's discount valid in combination with a third bed discount?


    Children's discount and a third bed discount are not valid in combination. In the case that there are several possible discounts the highest discount will always be given.

    How much is the tourist tax?


    At most of the accommodations you need to pay a small fee as tourist tax upon arrival on location. You can find the amount of this fee in the description of the accommodation and is based on information we have received in July 2010. These fees might change during the winter season.

    Please refer to the facilities section of the accommodation page/s for more info about tourist tax. In some cases, tourist tax is included but general you will have to pay this on the spot. Tourist tax is normally in Euros and is per person, per night.

    Can I cancel the meal plan and get a price reduction?


    If an accommodation offers a standard inclusive arrangement it is not possible to cancel the meal plan for a reduction in price.

    Do the prices include a lift pass?

    At some destinations the lift pass is included in the total price. You can always find this clearly stated in the 'prices and offers' of the accommodation in question.

    When is the early booking discount valid?


    You can expect an attractive early booking discount at many accommodations! This can be recognized by the yellow coloured prices in the price overview of the accommodation. The discount is already calculated into this price. The final date of the early booking discount differs per accommodation. This varies between dates in January until April. If you want to know when an early booking discount is valid for a particular accommodation then you can contact us via email: info@sunweb.co.uk.

    With children


    Is there a children's discount on the holiday costs?


    Many hotels and some apartments and chalets have a children's discount and/or a discount for an extra bed in the room. You can easily find the discounts applicable to you. Select your party. The price that now appears in the price tables is the average price per person for your group size. If you move your mouse over the price table you will see the exact discounts valid per person. A third bed discount is not valid in combination with a children's discount. These two discounts cannot be given together. At many destinations there are also special children's discounts for lift passes. If the lift pass is included in the total costs then the discounts on the lift pass are also already calculated into this price table. You can find more information about this in the holiday information under the header 'With children'.

    Is there a discount given for children on lift passes, lessons and equipment hire?


    At many destinations there are special children's discounts for lift passes, ski lessons and ski hire. You can find these children's discounts on our website via the accommodation, in the tab 'destinations' and then 'lift pass info'.

    What are the costs for taking a baby?


    Self drive holidays: For babies between the age of 0-1 (age on the day of departure) there are no costs or reservation fees.

    Flights packages: An infant is anyone younger than 2 years old;

    Babies can travel provided that they are at least 14 days old. Infants under two weeks of age cannot fly.

    Babies and infants under 2 are not charged a full fare, but will be charged a flat rate of £22 per flight by Easyjet if they travel on the lap of an accompanying adult. Babies and infants travelling on an adult’s lap also need their own boarding pass, which can be collected from the airport check-in desk.

    Complaints


    How do I make a complaint?

    Click Here


    MANNER OF REPORTING

    If you have complaints about the journey or if you are not satisfied with your accommodation then you should report this immediately at the reception of your accommodation and to the representative of Sunweb on location. If nobody is available or if you think the complaint has not been dealt with appropriately then you should contact our office in London from your holiday destination straight away by telephone (02031 708 206) or email (info@sunweb.co.uk). Our contact details are also printed on your travel documents.

    This procedure is absolutely necessary because once you have made your complaint, Sunweb can offer their help and try to resolve the issue straight away. Afterwards, when you have arrived back home, it is no longer possible to solve any problems. Complaints that have not been reported at the destination and that have not been filed on a complaint form will not be dealt with in the UK.

    If your complaint has not been dealt with to your satisfaction then it is necessary to fill in a complaint form so that you can issue your complaint back home. You can report your complaint in writing, via e-mail or fax, at the latest within one month after the holiday's end. You can address your correspondence to:

    • Sunweb Holidays
    • Attention: Customer Service
    • Top Floor
    • 67 Wingate Square
    • London
    • SW4 0AF

    E-mail: info@sunweb.co.uk

    We always send a confirmation after receiving your comments. We will send a reply with respect to the content of your comments within one month.

    If the complaint involves the travel organisation or the booking procedures then you can issue this with us within one month after the nature of the complaint was incurred at the latest. If we receive a complaint prior to departure, we will not send a confirmation of this. This is because we want to deal with your complaint within two weeks (or in any case prior to departure). For further information about travel terms and conditions and your rights as a traveler we direct you to the ABTA conditions.

    Special requirements


    If you have any special requests for your time away with us, please do so when you confirm your holiday booking.

    If you have already booked your holiday, please contact us on 0203 170 8206.

    We always do our best to meet your requirements but some things are out of our control - we'll endeavour to sort something out for you and let you know either way. As such these requests don't form part of our holiday contract with you and cannot be guaranteed. If your request is essential to your holiday arrangements, please let us know at the time of booking.

    You can also leave your request for special requirements in the “Special Remarks” box, which you can find in step 4 of the booking process.

    TRAVEL DOCUMENTS



    Tickets


    When will I receive the tickets?


    Your tickets and vouchers will be sent to you about 10 days before departure (as long as the payment has been received in whole).. These vouchers will contain all the information that you will need during your holiday. It is important to print these out and take them with you. If you make a change to the booking after you have received the first version of the vouchers, you will get an updated version. You will have to PRINT the most up to date version and take these with you.

    If you have given us your email address you will receive the tickets via email. If you do not have an email address you will receive the tickets by regular post. You can also state with your booking whether you want to receive the tickets by post or email. If you wish us to send the tickets by regular post we charge £15 postage fees.

    Passport


    My passport is damaged, can I still travel on it?

    In recent times the inspection of travel documents has become stricter. This means that passports with scratches, tears or other damaging will not be accepted. So make sure to check your passport thoroughly prior to departure! Travelling with the right documents is your own responsibility and Sunweb Holidays cannot be held responsible for a possible flight restriction and the accompanied costs.

    AT THE DESTINATION



    On location


    Is there a luggage room present in the accommodation?


    There is often the possibility to leave your luggage for a fee in a luggage room (a separate luggage area in the complex/village) so that you can store your luggage on the day of arrival and still can ski on the day of departure. This luggage room is always an extra service provided on location. The usage of the luggage room is always at the owner's risk and responsibility. Sunweb has no influence on the price or quality of the luggage room and any problems or complaints therefore cannot be dealt with by Sunweb.

    Are there Sunweb representatives present at the destinations?


    Rep info: some resorts have reps. Names and contact info will be printed on the vouchers.

    Do I have to clean the accommodation myself or do I pay for this?


    Naturally, hotel and pension rooms are kept clean on a daily basis. In apartments you are responsible for the cleaning yourself. These are guidelines however. At the end of your stay you need to thoroughly clean the apartment or studio before handing it over. If you fail to do so, an amount varying between £30 and your entire deposit will be held back. Some accommodations issue a fee for hygiene checks. This fee includes the use of cleaning liquids, vacuum cleaners and toilet paper. The costs of the final cleaning are often obligatory.

    Some accommodations offer to clean the apartment for you for a fee. You will be able to find this on the accommodation page under the tab “Info/ Rooms/ Area”, under optional extras with additional costs.

    Can I bring my pet on holiday?


    BRINGING PETS


    In case you are travelling with your own transportation, some accommodations allow you to bring your pet. Under details about the accommodation you can find out if this is allowed and what the costs are. Besides that, hardly any of our accommodation providers allow pets in the rooms or apartments. Sunweb charges 13,50 pounds administration fees per application for including your pet as carriage with the flight company. In addition, you need to pay a surcharge to the flight company for your pet. You pay this surcharge at the check in. N.B. You need to have an animal passport when transporting your dog or cat abroad.

    OWN RISK


    The transportation of your pet is at your own risk. It is only possible to bring pets older than 3 months. In case there is no passport for the accompanying animals, or if there is no tattoo or electronic identification device, the animal will not be allowed on the flight. For more information about import regulations for a pet you can contact the embassy of your destination country.


    Registration


    Sunweb Holidays is obliged to report a pet to the airline company.
    The necessary details for the application are:

    • Weight of the animal
    • Size of the kennel (if necessary)
    • Your booking nummer

    Checking in


    You need to have a passport for accompanying pets. This passport has to contain details about rabies vaccinations and other obligatory details about the health status of the animals. In addition, the passport has to contain sections for clinical research and legalisation. Cats and dogs also have to carry either a clearly legible tattoo or an electronic identification device (transponder).

    PREPARATION


    Tips for bringing pets:

    • Issues like vaccinations and travel documents should be organised well in advance.
    • Attach a label with the name of your pet and, if needed, feeding instructions to the side of the kennel.
    • Do not give your pet anything to drink 4 hours prior to departure.
    • Animals can suffer from flight sickness. So do not feed them within 12 hours prior to departure.
    • Anaesthetizing pets before travelling is strongly advised against. This will cause the animal to adjust slower to its new surroundings and possible cool down during the flight.

    How much snow is there at the destination?


    You can find this out in the following way:

    • Click on the accommodation of your choice.
    • Click on the tab 'destination' and then on 'ski area'.
    • Here you can find the present weather conditions.

    Hotel


    At what time can I occupy the hotel room?


    Hotel rooms are usually ready around 4pm on the day of arrival. You are expected to check out of the rooms by 9am on the day of departure.

    Are bath towels and the bed linen included with the hotel?


    If you are staying in a hotel than your bed linen and bath towels are included in the total costs. You usually use the same bed linen for one week; bath towels are usually changed two or three times per week. For exact details please refer to the description of the hotel.

    Can I book a hotel room for 1 person?


    In most hotels we can offer single rooms. The price of the room is listed in the price overview of the accommodation. These rooms are often of a slightly lower quality. In principle, apartments cannot be booked for single travellers. There might be, however, special last minute offers shortly before departure that can be booked by single travellers.

    Are the hotel facilities free of charge?


    In the description of the different accommodations you will find a summary of the facilities. Please take into account that there is a small fee for the usage of certain facilities like the sauna and solarium. It is possible that some facilities like discotheques are closed outside of peak season due to a lack of interest. You can almost always hire a locker at the reception for your valuables and important documents. Sometimes you even have your own locker in your room/apartment. There is usually a fee attached to using the lockers. If there is nothing mentioned about the costs in the description of an accommodation then it was not known at the time of publication whether or not guests have to pay for certain facilities. We strongly advise you to make use of the lockers, because nothing is more annoying than losing important items during your holiday.

    Can I book a meal plan separately?


    In some cases it is possible to add meals to your booking. The options for this are listed for each accommodation on our website. The costs for booking a meal plan are listed at the bottom of the price table.

    Which type of rooms are in my accommodation?


    You can find more information about the different type of rooms at the accommodation under the header 'accommodation' and then under the header 'room types'.

    What do the room types consist of?


    For an explanation about the room types please go to the accommodation in question. In the tab 'Accommodation' under facilities you will find an explanation of the room types.

    Apartment


    At what time can I occupy the apartment/chalet?


    On the day of arrival, you can usually only enter your accommodation after 5PM. On your day of departure you are expected to leave your apartment by 9AM. Late arrivals are very common in the French and Austrian Alps. The management of hotels and apartments are used to people arriving late, and always have a plan! It is however extremely important that you let them know in advance. You can make a request with Sunweb to add a note to your booking that you will be arriving late, BUT it is imperative that you also contact the accommodation directly. On your travel documents you will find contact information for the accommodation including a phone number. It is best to call the reception a few days before your arrival for instructions on how you can collect your keys. PLEASE NOTE: This applies to both self drive and flight bookings.

    What is the difference between a studio and an apartment?


    A studio is always one living space with sleeping places for 2, 3, 4 or more people, depending on the size of the studio. There is a bathroom in every studio with a shower or bath and a toilet. Every studio also has a kitchenette consisting of an electric cooker, a fridge and in some cases a dishwasher. The studios usually have a balcony.

    An apartment is different than a studio because the living space always consists of at least two separate areas. Every apartment has a bedroom and living room functioning as a living and sleeping area. If it is a six person apartment there is usually a bunk bed in the hall. An apartment with one bedroom and a living room is called a two room apartment. An apartment with two bedrooms and a living room is a three room apartment, etc. In every apartment there is a bathroom with bath or shower present. Often there is a separate toilet (otherwise there is one the bathroom). Every apartment has a kitchenette with an electrical cooker, a fridge and in some cases a dishwasher. The apartments usually have a balcony.

    What does a mezzanine or cabin consist of?


    A number of studios and apartments come equipped with a mezzanine, a semi-detached sleeping area. A cabin is a separate sleeping area without a window that can usually be sealed with a sliding door.

    Are bath towels and the bed linen included with the apartment?


    With the apartments it is dependent on the accommodation whether or not the linen (bed linen and/or bath towels) is inclusive. You can find this clearly stated in the description. If sheets are not included you can often hire them on location (approx. £10 p.p.) or bring your own. In cases where apartments are stated to include the linen, you will usually receive one towel per person and the bed linen. Sometimes only the bed linen is included. It is advised to bring extra bath towels yourself because the bath towels will not be changed during the week. More information can be found under the header 'facilities' of the accommodation. PLEASE NOTE: In France, it is normal to make your own bed, even if the linen is included in the holiday price.

    Which type of rooms are there in my accommodation?


    More information about the type of rooms can be found by the accommodation in the tab 'accommodation' and then under the header 'room types'.

    What do the room types consist of?


    For more details about the type of rooms please refer to the accommodation in question. In the tab 'Accommodation' you will find an explanation in the facilities about the room types.

    What is a maisonette?


    A maisonette is an apartment consisting of two floors. The top floor only consists of a bedroom.

    Do I have to pay a deposit for my apartment/chalet?


    For studios, apartments and chalets there is usually a deposit required. You will get this back when you depart as long as the state of your accommodation is approved. In some cases the deposit will be sent to your home afterwards through the post. The deposit sum and the payment details are always listed in the details of the accommodation in question. For hotel and pension rooms there is usually no deposit. Sometimes you are expected to pay a small deposit for the key. Dealing with deposits is always between you and the accommodation provider. Sunweb has no influence on this and can therefore not be held accountable for conflicting opinions regarding the deposit between you and the accommodation provider.

    SKIING/SNOWBOARDING



    Ski/Snowboard hire


    What are the advantages of hiring Sunweb equipment in advance?


    Hiring ski and/or snowboard equipment offers you several advantages:

    • Always the newest equipment;
    • No maintenance costs;
    • No hassle with carrying;
    • No value depreciation of your own equipment.

    What kind of equipment can I hire through Sunweb?


    You can specify that you would like to include ski or snowboard hire directly when booking. If you want to add ski material to your booking, you can do this up to 72 hours before departure (if your holiday starts on a Saturday). The following types of material can be booked:

    Bronze

    This material is ideal for beginners and intermediate skiers and snowboarders. This material is particularly agile, so it makes turning and breaking easy. Parallel skiing is also possible with these skis.

    Silver

    This is ideal material for intermediate skiers and snowboarders. The material is agile, but also suitable to cut corners sharp. Even at high speeds these skis provide great performance.

    Gold

    These skis and snowboards are made of high quality material, and are perfect for experienced skiers. This comfortable material is suitable on all track types and snow conditions.

    Diamond

    These are high performance skis and snowboards with the latest technology, and are suitable for the most experienced skiers.

    TIP: Tell our rental partner your exact requirements (eg off piste skiing) so they can help you select the right material.

    NOTE: A helmet is not included in this package. You can choose to bring your own, or rent one locally if available.

    What are the terms and conditions for equipment hire?


    For all winter sports countries the following standard terms and conditions are in effect with regard to equipment hire:

    • If your shoe size is larger than size 10 we cannot guarantee that the right size boots are available on location and we therefore advise you to hire your boots in the UK.
    • On location you can take out a special insurance policy to cover theft and damage of the hired equipment (ask on location for precise terms and conditions).

    Is it cheaper to book equipment through Sunweb in advance?


    It is usually cheaper to hire equipment with us instead of on location. Especially in France the local rates are considerably higher than the prices we charge for equipment hire.

    Where can I find the costs for the ski hire?


    You can find this information at the destination of your choice:

    • Click on the destinations on the homepage;
    • Make a choice of accommodation;
    • Click on the tab 'lift pass / Skis & Classes';
    • And then on 'Equipment rental’.

    With all flight bookings to France we are currently offering FREE Bronze ski material hire for 7 days. It is possible to also upgrade this gear. You can do this in Step 2 of the booking steps.

    WHY DO I SEE TWO PRICES BELOW?


    In the table below you can see the different prices for upgrading ski hire for a flights booking, as well as adding it for a self drive package. When there are two different prices, the upgrade prices for flights will always be listed first. If you are having problems viewing this, please contact our service team.

    You can specify that you would like to include ski hire directly when booking.

    Can I hire a helmet for my child?


    A helmet is not included in this package. You can choose to bring your own, or rent one locally if available.

    Is wearing a helmet obligatory?


    In most ski areas wearing a helmet is not (yet) obligatory. We advise you however to hire a helmet for your child(ren) on location.

    Where can I pick up the ski equipment?


    We work with different equipment providers per destination. You will find the address details of the relevant provider stated on the travel document that you will receive at the latest one week prior to departure.

    Ski/Snowboard lessons


    When do the ski and snowboard lessons start?


    In nearly all cases the lessons start on Sunday. The lessons in Superdévoluy and La Joue du Loup always start on Monday.

    At what time of day do the ski and snowboard lessons take place?


    Sunweb has special agreements with the ski schools; so you will be required to comply with the times we have already agreed upon with the ski school (the lessons are often taught in the afternoon).

    Can I reserve my lessons for more/less days or number of hours?


    You can only reserve the stated number of days and hours with your booking. If you require other options then you should book this with the ski school yourself on location.

    Where can I find the costs for lessons?


    You can find this information at the ski area of your choice:

    • Choose your accommodation
    • Click on the tab 'Lift passes/ Skis & Classes' and then on
    • 'Lessons’ for more information.

    If the abbreviation 'about' precedes the price then these are indicative prices and you can only reserve on location.

    Lift pass


    On what day is the lift pass activated?


    The lift pass is usually activated the day after arrival. A seventh day lift pass (last Saturday) can often be booked extra; the price mentioned for this is only valid with your booking in your home country; on location you usually pay more.

    How much is a lift pass for a seventh day/extended area?


    This depends on the destination:

    • Choose your accommodation;
    • Click on the tab 'Lift passes/ Skis & Classes'
    • And then on ‘Lift Pass’ for more information.

    If you intend to use the extended ski area for a few days then you can apply for an extended lift pass for your entire stay directly with your booking. This will often work out cheaper for you instead of adding a few days extension to your lift pass on location.

    Where can I find the costs for the lift pass?


    At many of our destinations the lift pass is included in the total price. You can find this at the bottom of the price table reached via the prices and promotions at the accommodation of your choice.

    If the lift pass is not included you can find the costs of the lift pass at your accommodation:

    • Choose your accommodation;
    • Click on the tab 'Lift passes/ Skis & Classes'
    • And then on ‘Lift Pass’ for more information.

    If this states 'direct add to booking' then you can book it with us in advance. If it states 'about' before the prices then these prices are indicative and you can only reserve on location.

    Where can I find the discounts and surcharges for the lift pass?


    You can find this at the destination of your choice:

    • Choose your accommodation;
    • Click on the tab 'Lift passes/ Skis & Classes'
    • And then on ‘Lift Pass’ for more information.

    Do children and elderly people get a discount on the lift pass?


    Most lift passes include a discount for children and elderly. You can find this discount with your accommodation:

    • Choose your accommodation;
    • Click on the tab 'Lift passes/ Skis & Classes'
    • And then on ‘Lift Pass’ for more information.

    Is the lift pass included in the holiday?


    Many of our package holidays include a six day lift pass. These are mentioned at the bottom of the price table as having the lift pass included in the total costs.

    Am I entitled to restitution if I do not (fully) use my lift pass?


    If you have not been able to use your lift pass for one or more days, for whatever reason, then you need to contact the ski lift company on location yourself for any possible restitution. It is not possible to organise this after your holiday.

    The discount 'No lift pass' is not stated on the intermediate price overview, how can this be?


    In order to have this discount appear properly in the intermediate price overview you need to fill in the date of birth of the participant who does not want to use the lift pass in step 1.

    Can I book a holiday without a lift pass?


    If you want to book one of our accommodations a lift pass is usually included in the price. Information about this can be found at the bottom of the price overview of the accommodation. If you do not want to book a lift pass you can mention this at step 2 of your booking. Here you click 'No lift pass'. At step 3 of your booking the discount will be calculated.

    Do I need a passport sized photo for the lift pass?


    At a small number of ski areas a passport sized photo is still obligatory. If you need a passport sized photo you can find relevant information on our website: at the accommodation in question, under the header " Lift Pass/ Skis & classes" and "Lift Pass". You can also find this information stated on the vouchers. Please note: There are a number of ski areas where people exempt from discounts (e.g. adults) do not need a photo, while persons who are entitled to a discount do need a photo. In this case it is then necessary to attach a photo to children's and senior lift passes. This information is also stated on our website and on the vouchers.

    TRANSPORT



    Self drive


    What do I need to do if I arrive at the destination in the evening?


    If you expect to arrive at your apartment late in the evening, you will need to inform the reception of your accommodation to prevent arriving to a closed door. Your accommodation’s phone number can be found on your accommodation voucher. The opening times of the reception will also be mentioned. Sunweb Holidays cannot be held responsible if you arrive at a closed door after the reception has closed, even if you may have indicated this beforehand in your initial booking. This applies to self-drive holidays and flight packages: you have to arrange this yourself.

    Am I obliged to bring a safety reflector jacket?


    The European Commission advises you to wear a safety reflector jacket in the event of a break down in Italy and Austria. These jackets are obligatory for residents but local police officers will sometimes fine tourists as well. The jackets are light weight and easy to store. Not having one in your car could lead to a fine as well!

    Do I have to bring snow chains?


    Snow chains are obligatory in the Alps. Please inform yourself well in advance about driving to the winter sports destination and leave home well prepared.

    Is my departure date the same as the day of arrival?


    Yes, in the case of private transportation our website states the departure date as the day of arrival.

    Can I park at my accommodation?


    In the information about the accommodation you can find out if you can reserve a parking spot at the accommodation yourself. Approximately one week prior to departure you will receive the telephone number of your accommodation with your travel documents so that you can reserve a parking spot. At accommodations for which we do not state if reserving a parking spot is possible you can park in the public parking lot or, if present, in the public parking garage. Information about the public parking facilities on location can usually be found on the website of the destination in question.

    Are winter tires obligatory?


    There is no law in effect in the Alps that demands a vehicle to be equipped with winter tires. But if you break down on a snow covered road in an inappropriately equipped vehicle you can still be held responsible. In practice this means that the police can act in the event that the stranded vehicle poses a danger to other traffic or causes a traffic jam. The argument pertaining to a vehicle being 'inappropriately equipped' can also be used in determining the question of fault in the case of accidents. Therefore, travelling without winter tires is entirely the responsibility of the driver.

    WEBSITE



    Newsletter


    How can I sign myself up or cancel my subscription for the Sunweb Winter sports Newsletter?


    Click here

    When is the newsletter sent out?


    The newsletter is usually sent on Thursdays. Unfortunately we cannot say at what time this will be because this changes every week. There is no use in contacting us by telephone since our staff does not know exactly what time of day the newsletter will be sent out either.

    How can I change my email address for the newsletter?


    You can cancel your old email address and then enter your new address, please click here.

    Promotion code


    Where can I find a promotion code?


    You can find a promotion code via our adverts in newspapers, magazines, surveys, etc. This entitles you to a discount on your total price.

    Where can I fill in the promotion code?


    You can fill in the promotion code in step 3 of your booking form. You will then get your new total price by pressing the button "recalculate price" After that you can continue completing your booking. If the discount does not appear in the price calculation or if you get an error report then you can mention the promotion code in the remarks in step 4. If the promotion code is still valid you will receive an amended invoice including the discount within three days.

    Can I use multiple promotion codes for one booking?


    No, unfortunately this is not possible. For each booking only one promotion code can be processed. This is because the discount is not valid in combination with other promotions.

    Is the promotion code valid per person or per booking?


    The promotion code is valid per booking and not per person. If several participants have received a promotion code only one code can be used per booking.

    What should I do if I get an error when entering the promotion code?


    If the discount does not appear in the price calculation or you receive an error message, you can mention the promotion code in the comments in step four of the booking form. If the promotion code is still valid you will receive an amended invoice including the discount within three days. Please note: If a promotion code consists of a stripe then this is always an underscore (Press shift and the minus symbol).

    Can I use a promotion code if I have already made a booking?


    If the promotion is still valid we can process the discount into your booking. You can state your booking number and promotion code via info@sunweb.co.uk. Your discount will then be processed after receiving your message.

    SUNWEB HOLIDAYS, CONTACT



    About Sunweb


    What are the contact details of Sunweb?


    Click here

    Can I book and pay for my holiday with Sunweb Holidays at your office?


    No, this is not possible.

    Which job positions are available?


    We list available job positions on our website. Click here.

    what are Sunweb's opening times?


    Click here

    Can I reach Sunweb from abroad?


    You can contact Sunweb from abroad.

    What is Sunweb's IBAN number?


    Click here

    My Sunweb


    What is "My Sunweb'?


    In the 'My Sunweb' portal you can review all kinds of information about your booking, like the status of your payment and the preliminary flight times (if known). It is also an easy way to read about your destination and accommodation and to settle payments. We have also made a list of interesting links for you! Go to 'My Sunweb'.

    How do I get to 'My Sunweb'?


    Click here to view your booking details in 'My Sunweb'.

    How do I get a log in name and a password for 'My Sunweb'?


    You can log in to 'My Sunweb' the following way:

    Log in name: your email address

    Password: You will receive a password with your invoice via email within 3 hours after making your booking.

    Have you forgotten your password?


    Go to "My Sunweb' on our website and click on 'forget password'. You will then receive a new password via email.

    Your travel group

    This accommodation has special conditions for groups of different sizes. Please fill in the size of your group.

    Older than 17
    2 up to 16 years old
    1 year and younger