General Terms and Conditions
Listed below are the General Terms and Conditions of Wens Chalets B.V.
Making a Reservation
We recommend contacting us by telephone or e-mail to check whether the chalet is available for your desired dates. This ensures you have the most up-to-date availability. You can also check on our website to see if a specific chalet is still available. If it is, Wens Chalets B.V. can make the reservation for you or first offer you a provisional option without obligation. Once you confirm, either by telephone or e-mail, your reservation is final.
For bookings made by e-mail and/or telephone, you must return the registration form provided by Wens Chalets B.V., fully completed, within one week. Upon receipt of our written confirmation, including invoice, you are required to pay 25% of the total travel sum plus a one-off €35 administration fee within the stated deadline. The remaining balance must be received by Wens Chalets B.V. no later than eight weeks before the start of your holiday. For bookings made within eight weeks or less before the start date, you must pay the full travel sum immediately. Please ensure that you state the invoice number, as shown on your confirmation, with all payments. The person who enters into the travel agreement on behalf of, or for the benefit of, others is jointly and severally liable for all fellow travellers they have registered and for all obligations arising from the agreement. In the event of late payment, Wens Chalets B.V. reserves the right to cancel the booked holiday. Payments already made will not be refunded. The cancellation terms as described under “Cancellation” apply. In the event of default, all costs, including any collection fees, will be borne by the lead booker.
When you book with Wens Chalets B.V., Wens Chalets B.V. is your contractual partner and responsible for your booking. Wens Chalets B.V. does not book accommodation through third parties..
Travel sum
What is included in the travel sum is clearly stated alongside the prices.
The following are not included in the travel sums:
- Booking fees;
- The cost of travel and cancellation insurance;
- Personal expenses and similar costs;
- Tourist tax and any mobility tax;
- Strong alcoholic beverages;
- Lunch;
- Ski passes;
- Any parking costs;
- Security deposit.
All prices listed in the price list are per person and are based on the rates, terms and conditions known to Wens Chalets B.V. at the time of publication. Wens Chalets B.V. reserves the right to adjust these travel sums should significant unforeseen currency fluctuations occur.
Booking fees and additional bookings
For the travel or rental sum, an administration fee of €35 per booking, or per change requested by you, will be charged. No administration fee is charged for adding extra persons to a booking.
Private chalet rate
To calculate the minimum amount payable to hire a chalet on a private basis, multiply the minimum number of persons applicable to that specific chalet by the (adult) price per person. If your group exceeds this (high season) minimum, each adult above the minimum will receive a 30% discount. Children aged 4 to 10 years always receive a 30% discount, and children aged 2 to 3 years are charged a fixed rate of €250 per person. If your group does not meet the minimum payable amount required for private hire, Wens Chalets B.V. will charge a private hire supplement.
Only the lead booker will receive the invoice for the total amount. If you wish to receive the invoice on a per-person basis, Wens Chalets B.V. will charge an administration fee of €35 per invoice sent, the booking will be treated as an individual booking, and any group discount will no longer apply. To qualify for a group discount, there must be one organiser who is responsible for the entire booking. All administrative handling of the booking and provision of information will be carried out via this person. The deposit and the remaining balance of the travel sum must be paid solely by the lead booker.
If members of the group cancel, resulting in the minimum number of participants not being met, you will still be required to pay for the minimum number. Alternatively, you may choose to make use of a “substitution” arrangement.
If group members who have already registered with Wens Chalets B.V. wish to cancel, they must adhere to our cancellation terms (the lead booker remains responsible for the total travel sum). A minimum number of fully paying guests will be calculated when booking the entire chalet. Some chalets have different minimums for high and low season.
Rate for individual rooms
Wens Chalets B.V. applies a minimum of two fully paying guests per bedroom. For apartments, the price depends on the number of bedrooms; for a two-bedroom apartment, a minimum of four fully paying guests applies. A discount of 30% applies for the third and fourth person in a bedroom, or the fifth and subsequent persons in an apartment.
- Babies up to and including 1 year: free of charge;
- Children aged 2 to 3 years: €250;
- The supplement for sole use of a multi-bed room (only available outside the high season) can be requested from Wens Chalets B.V.
Substitution
If one or more of the registered travellers is/are unable to take part, they may be replaced by another person or persons. The replacement person(s) must meet all conditions attached to the agreement.
If group members who have registered with Wens Chalets B.V. cancel, they must comply with our cancellation terms.
Cancellation
A booking can only be cancelled by e-mail or post. In the event of cancellation of the trip, the following amounts per person are payable to Wens Chalets B.V.:
- If you cancel up to 16 weeks before the start of the booked trip, you will be liable for the deposit amount (25% of the total travel sum), provided that the minimum payable amount is still met. Exception for group bookings: in the case of a partial cancellation, the costs may be higher, or the remaining participants may have to pay additional charges due to the change in occupancy of the chalet.
- If you cancel between 16 weeks and 3 weeks before the start of the booked trip, you will be liable for 90% of the travel sum.
- If you cancel within three weeks before the day of departure (including the day of arrival), you will be liable for the full travel sum (100%).
- You will also be liable for 100% of the travel sum if, following a cancellation, the minimum number of participants is no longer met.
If the cancellation is for a reason covered by the terms of your cancellation insurance, you will receive 100% of the travel sum from the insurance company, excluding the cancellation insurance premium and administration fees.
Travel changes and force majeure
If Wens Chalets B.V. is forced to make significant changes to the booking agreement or must cancel the booking itself, the lead booker will be informed as soon as possible. In such cases, Wens Chalets B.V. undertakes to offer an alternative of at least equal standard and/or give the lead booker the option to cancel free of charge. Any amounts already paid, including insurance premiums and administration fees, will then be refunded as soon as possible.
There are situations in which Wens Chalets B.V. has no control over the execution of the stay. In the event of force majeure — including, but not limited to, natural disasters, pandemics, war, government measures, strikes, riots, snowfall, avalanche risk, or road closures — Wens Chalets B.V. is not liable for damages or additional costs.
If a chalet is inaccessible due to such circumstances, or if the chalet is closed by order of the authorities, no refund of the travel sum will be made. In that case, you will receive, subject to availability, a suitable alternative or a voucher equal to the amount paid. This voucher is valid for one year from the date of issue.
Travel documents
Once the full travel sum has been paid, you will receive your digital travel documents 7 weeks before departure. These contain the address of the booked chalet, the e-mail address of your chalet host, and all general information about your stay.
Check-in & check-out times
The chalets are available from 4:00 p.m. on the day of arrival. On the day of departure, the chalet must be vacated by 10:00 a.m. at the latest. We kindly request that you respect these times so that our chalet hosts have sufficient time to prepare everything neatly and ready for the next guests.
Presence of chalet host(s) in the chalet
In many cases, the chalet host(s) stay in the same chalet as the guests. This accommodation is intended solely for the performance of their duties, such as preparing meals and maintaining the chalet. In addition, their presence contributes to the safety of the chalet, enabling them to respond immediately in the event of emergencies or unforeseen situations. The chalet host(s) have their own private space and will always respect the privacy of guests.
Beverages
Beverages, with the exception of strong alcoholic drinks, are included on a fair use policy basis.*
The following drinks are standard in the selection:
- Coca Cola, Coca Cola Light, Sparkling water, Fanta, Sprite;
- Orange juice, Multivitamin juice, Ice Tea (Peach/Lemon);
- Apple juice;
- Lemonade for children.
Alcoholic drinks:
- Selected beer;
- Selected red & white wine.
Non-alcoholic drinks:
- Alcohol-free beer.
*Wens Chalets B.V. reserves the right, in cases of excessive or abusive consumption of beverages, to charge the additional drink costs to the guest or group concerned.
Sauna / sunbed / hot tub / fireplace
If there is a fireplace in your booked chalet, firewood is included in the travel sum. If the chalet has a sauna (sunbed and/or hot tub), please note that usage is subject to prior arrangement. The sauna is available between 5:00 p.m. and 7:00 p.m. Outside these hours, use is generally possible upon request. Should you wish to use the sauna, please inform your chalet host in advance so that they can switch it on for you in time. Please note that not all chalets have a sauna.
Internet use in the chalets
Guests are not permitted to use the Wi-Fi network in the chalets to distribute spam, viruses, illegal software, or to engage in any activities prohibited under Dutch law. Use of the available bandwidth is subject to a fair use policy.
To ensure quality for all users, downloading or uploading large files such as films or CD image files is prohibited. Wens Chalets B.V. reserves the right to limit bandwidth, apply filters, and block peer-to-peer connections. Websites that impose a heavy load on the network may also be blocked. These measures are intended to optimise Wi-Fi usage for everyone. Wi-Fi is provided as an additional service; no rights can be derived from its use.
Charging electric vehicles
Charging electric vehicles via sockets or other non-designated facilities in or around the chalet is not permitted. This measure is necessary for fire safety reasons and to prevent damage to electrical installations. For charging your electric vehicle, please use official charging points in the vicinity of the chalet. Any damage or costs resulting from violation of this rule will be charged in full to the responsible participant(s).
Noise nuisance
To prevent disturbance to other guests and local residents, it is prohibited to bring large sound systems, speakers, DJ sets, or smoke machines into the chalets of Wens Chalets B.V. We highly value good relations with our neighbours and wish to maintain them. Therefore, we kindly request that noise levels be kept to a minimum after 10:00 PM.
We understand that music and conviviality are part of a holiday. A handheld Bluetooth speaker (maximum 30 cm) is therefore permitted, provided the volume does not exceed 60 to 70 decibels. This is in accordance with the legal guidelines and local quiet hours set by Austrian, French, and Italian authorities. Wens Chalets B.V. reserves the right to take appropriate measures in the event of (persistent) noise disturbance.
Permitted:
- Handheld speaker (max. 30 cm);
- Background music (max. 70 dB).
Not permitted:
- DJ sets, amplifiers, PA systems;
- Smoke machines or lighting installations;
- Noise levels above 70 dB or after 10:00 PM.
Smoking policy
A strict non-smoking policy applies to all our chalets. This applies to all areas within the chalet. Violation of this policy will result in a fine of €500. If the fire brigade is called out, an additional fine of €550 will be imposed. Furthermore, cleaning costs of €250 per incident may be charged.
Pet policy
Bringing pets is only permitted upon request and solely in chalets designated by Wens Chalets B.V. If you wish to bring a pet, you must notify us in advance. Wens Chalets B.V. reserves the right to refuse pets at its sole discretion if they are deemed unsuitable for the chalet or the group. An additional cleaning fee of €35 per pet will apply.
Drugs
The use, possession, and/or trafficking of drugs in or around chalets offered by Wens Chalets B.V. is strictly prohibited. In the event of a violation of this prohibition, Wens Chalets B.V. reserves the right to immediately terminate the agreement and deny access to the chalet to the participant(s) involved, without refund of the paid travel sum or deposit. Any costs or damages resulting from breaching this rule shall be borne entirely by the participant(s).
Unacceptable behaviour
All participants are expected to behave respectfully, politely, and appropriately towards chalet hosts, employees of Wens Chalets B.V., and other guests. Behaviour considered intrusive, intimidating, or aggressive is not permitted. This includes, but is not limited to:
- Sexually suggestive remarks or actions;
- Physical or verbal intimidation;
- Discriminatory expressions or behaviour based on, among other things, origin, gender, religion, or sexual orientation;
- Aggression, threats, or any behaviour deemed unsafe or inappropriate;
- Use or trafficking of (soft or hard) drugs in or around the chalet;
- Entering private areas of chalet hosts or using private kitchens without permission.
If a participant is found to have engaged in such behaviour, Wens Chalets B.V. reserves the right to take appropriate measures, including (but not limited to):
- Issuing an official warning;
- Immediate termination of the stay without entitlement to a refund of the travel sum or deposit;
- Exclusion from future bookings;
- Reporting to the relevant authorities, if applicable.
Chalet hosts have the right at all times to set boundaries, ensure their own safety, and report unacceptable behaviour to Wens Chalets B.V. All reports will be handled with care and confidentiality.
Exclusions
If it is established that a participant’s misconduct significantly hinders the proper execution of the trip, that participant may be excluded from further participation. In such cases, no refund will be granted.
Liability and damage
Wens Chalets B.V. accepts no liability for injury or damage caused to the participant, nor for loss or theft of property, including money, occurring during the stay, regardless of the cause.
The participant is liable for all damage caused—whether intentional or unintentional, knowingly or unknowingly—to the chalet, its inventory, or facilities by themselves or their travel companions. When renting a chalet or room within a Wens Chalet, the participant is expected to take responsible care of the rented property and its facilities.
Wens Chalets B.V. maintains a list of standard damage items with corresponding repair costs. Where possible, these costs are determined based on fixed rates. If damage cannot be repaired according to standard rates, costs will be calculated based on actual expenses (such as materials, labour, or replacement value). The current damage list is available via: damage items.
When damage is observed, a damage report will be completed on-site together with the chalet hosts. Any damage discovered after departure may be reported by Wens Chalets B.V. up to 5 working days following departure. In case of damage, (part of) the deposit will be withheld, or the damage invoiced separately. In some cases, damage may only be repaired or assessed at the end of the season, in which case invoicing may also take place at that time.
Deposit
For all short stays in a private chalet (fully rented chalet), a deposit scheme applies. The amount of the deposit depends on the group size:
- Up to 20 persons: €1,000
- 21 to 40 persons: €1,500
- More than 40 persons: €2,000
The deposit will be added to the final invoice and must be paid before arrival. After the stay, the amount will be refunded within seven days, provided no damage has been found. We kindly ask our guests to inform us of any differing bank details if these differ from the account used to settle the invoice.
Equipment rental
In many cases, it is possible to receive discounts on equipment rental via Wens Chalets B.V., and in some cases also on ski or snowboard lessons. You will always enter into a direct agreement with the ski school or rental company. Wens Chalets B.V. is therefore not responsible for these agreements. All prices, discounts, and information communicated by Wens Chalets B.V. and its staff on location are subject to errors and changes.
Complaints
Despite all our efforts and involvement, it is possible that a participant feels they have a justified complaint. If you have a complaint or are dissatisfied, you must report this immediately to the chalet host, the local Wens Chalets B.V. regional manager, or by email to our head office in Naarden at info@wens.nl. If no one is available or if you believe the complaint is not being properly resolved, you must contact our head office in the Netherlands immediately by phone or email from your holiday destination. This procedure is necessary as Wens Chalets B.V. can often address the complaint directly. Unfortunately, problems cannot be resolved after your return home.
Complaints not reported at the destination will not be processed by Wens Chalets B.V. in Naarden, the Netherlands. If your complaint is not satisfactorily resolved locally, you may submit a written complaint (with detailed reasons) no later than one month after the end of the trip via info@wens.nl. Sending a complaint without further explanation is insufficient. Comments submitted via the survey form are not regarded as complaints and will not be treated as such.
Wens Chalets B.V. accepts no liability for any commitments made by its staff unless these have been confirmed in writing by an authorised representative of Wens Chalets B.V.
Changes to the terms and conditions
Wens Chalets B.V. reserves the right to amend the terms and conditions at any time. The most current version is always available on our website. For bookings already confirmed, the terms and conditions applicable at the time of reservation shall apply, unless statutory provisions dictate otherwise.
Privacy statement
Wens Chalets B.V. processes personal data in accordance with the General Data Protection Regulation (GDPR). For more information, please refer to our privacy statement at https://www.wenschalets.co.uk/privacy.
Photographic material
If you send us your holiday photos, please note the following: upon publication, the copyright (for use by Wens Chalets B.V.) is transferred to Wens Chalets B.V. Wens Chalets B.V. accepts no responsibility for photos with missing information.
Any obvious errors, mistakes, indicative prices on the website and in the price list, or other communications do not bind us.
Wens Chalets B.V.
Amsterdamsestraatweg 45B
1411 AX Naarden
The Netherlands