Below you will find the terms and conditions of Wens Chalets B.V.
We recommend contacting us by telephone or email to ask whether the chalet is still available for your preferred period. This ensures that you receive the most up-to-date availability. You can also check on our website whether a specific chalet is still available. If it is available, Wens Chalets B.V. can reserve the chalet for you or first offer you a non-binding option. After your confirmation, by telephone or email, your reservation is definitive.
For bookings made by email and/or telephone, you must return the registration form provided by Wens Chalets B.V., fully completed, within one week. After receipt of our written confirmation including invoice, you are required to pay 25% of the total travel sum, plus a one-off administration fee of €35, within the stated payment term. The remaining balance must be received by Wens Chalets B.V. no later than eight weeks before the start of the trip. If you register within eight weeks or less before the start of the trip, the full travel sum must be paid immediately. We kindly ask you to state the invoice number, as shown on the confirmation, with all payments.
The person entering into a travel agreement on behalf of or for the benefit of another person is jointly and severally financially liable for all fellow travellers registered by him/her 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 trip. Amounts already paid will not be refunded in that case. The cancellation conditions described under “Cancellation” apply. In the event of non-payment, all costs, including any collection costs, will be borne by the lead booker.
When you make a reservation with Wens Chalets B.V., Wens Chalets B.V. is your contractual party and is responsible for your booking. Wens Chalets B.V. does not book accommodation with third parties.
What is included in the travel sum is clearly stated with the prices.
The following are in any case not included in the travel sums:
All prices stated in the price list are per person and are based on the prices, terms and conditions known to Wens Chalets B.V. at the time of publication. Wens Chalets B.V. reserves the right to change these travel sums if there is reason to do so, for example due to significant unforeseen exchange-rate fluctuations.
For the travel or rental sum, an administration fee of €35 will be charged per booking and per change requested by you. No administration fees are charged for adding extra persons to a booking.
To calculate the minimum amount payable to rent a specific chalet privately, multiply the minimum number of persons applicable to that chalet by the price per adult person. If you are travelling with more persons than the stated high-season minimum, each adult above this minimum receives a 30% discount. Children aged 4 to 10 receive a standard 30% discount, and children aged 2 to 3 always pay €250 per person.
These discounts apply only to stays of 7 nights, or weekly stays, and do not apply to shorter stays such as bookings of 3 or 4 days. If your group does not meet the minimum amount required to rent the chalet privately, Wens Chalets B.V. will charge a private-rental supplement.
Only the person with primary responsibility receives the invoice for the total amount. If you wish to receive an invoice per person, Wens Chalets B.V. will charge €35 administration costs per invoice sent, the booking will be treated as an individual booking and the group discount will lapse. To qualify for the group discount, there must be one organiser who is responsible for the entire booking. The administrative handling of the booking and the provision of information take place via this person. The deposit and the remaining balance of the travel sum may only be paid by the lead booker.
If persons within the group cancel and the minimum number of participants is no longer met, you remain obliged to pay for the minimum number. You may also choose to make use of a substitution.
If group members who have already registered with Wens Chalets B.V. wish to cancel, they must comply with our cancellation conditions. The lead booker remains responsible for the travel sum. When booking an entire chalet, a minimum number of fully paying guests is calculated. Some chalets have different minimum numbers for high and low season.
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 an apartment with two bedrooms, a minimum of four fully paying guests applies. A 30% discount applies to every third and fourth person in a bedroom, or to the fifth and any additional persons in an apartment.
If one or more registered travellers are unable to take part, these travellers may be replaced by one or more other persons. The replacement person or persons 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 conditions.
A registration can only be cancelled by email or post. In the event of cancellation of the trip, the following amounts are payable per person to Wens Chalets B.V.:
If cancellation is based on a valid reason according to the conditions of the cancellation insurance, you will receive 100% of the travel sum back from the cancellation insurer, excluding the cancellation insurance premium and administration fees.
If Wens Chalets B.V. is forced to make significant changes to the reservation agreement or has to cancel the booking itself, the lead booker will be informed as soon as possible. Wens Chalets B.V. will then undertake to offer an alternative of at least equivalent quality and/or give the lead booker the opportunity to cancel free of charge. Amounts already paid, including insurance payments and administration fees, will in that case 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 damage or additional costs.
If a chalet cannot be reached as a result of such circumstances, or if the chalet is closed by order of the authorities, there will be no refund of the travel sum. In that case, you will receive, if available, a suitable alternative or a voucher equal to the amount paid. This voucher is valid for one year from the date of issue.
Once the full travel sum has been paid, you will receive the digital travel documents 7 weeks before departure. These include the address of the booked chalet, the email address of your chalet host and all general information about your stay.
The chalets are available from 16:00 on the day of arrival. On the day of departure, the chalet must be vacated by 10:00 at the latest. We kindly ask you to respect these times so that our chalet hosts have sufficient time to prepare everything neatly for the next guests.
In many cases, the chalet host(s) stay in the same chalet as the guests. This stay is solely intended for the performance of their duties, such as preparing meals and maintaining the chalet. Their presence also contributes to safety in the chalet, allowing them to act immediately in the event of emergencies or unforeseen situations. The chalet host(s) have their own private area and respect guests’ privacy at all times.
Drinks, with the exception of strong alcoholic drinks, are included on the basis of a fair use policy.
The following drinks are included as standard:
Alcoholic drinks:
Non-alcoholic drinks:
Wens Chalets B.V. reserves the right, in the event of excessive alcohol consumption and/or alcohol abuse, to charge the additional drink costs to the guest or group concerned.
If there is a fireplace in the chalet you have booked, the use of firewood is included in the travel sum. If there is a sauna, solarium and/or hot tub in the chalet, please note that use of these facilities takes place in consultation. You can use the sauna between 17:00 and 19:00. Outside these times, this is usually possible on request. If you wish to use the sauna, please inform the chalet host in advance so that they can switch it on in time. Please note that not all chalets have a sauna.
Users are not permitted to use the Wi-Fi network in the chalets to distribute spam, viruses, illegal software or for any other activities prohibited under Dutch law. Use of the available bandwidth is subject to a fair use policy.
To safeguard quality for all users, it is not permitted to download or upload large files such as films or CD image files. Wens Chalets B.V. reserves the right to limit bandwidth, apply filters and block peer-to-peer connections. Websites that place a heavy load on the network may also be blocked. These measures are intended to keep Wi-Fi use optimal for everyone. Wi-Fi is offered as an additional service; no rights can be derived from it.
Charging electric vehicles via sockets or other facilities in or around the chalet that are not intended for this purpose is not permitted. This measure is necessary for fire safety and to prevent damage to the electrical installations. To charge your electric vehicle, please use the official charging points near the chalet. Any damage or costs resulting from breach of this rule will be charged in full to the participant(s) concerned.
To prevent nuisance to other guests and local residents, it is not permitted to bring large sound systems, loudspeakers, DJ sets or smoke machines to the chalets of Wens Chalets B.V. We greatly value a good relationship with our neighbours and wish to maintain it. We therefore kindly ask you to keep noise levels to a minimum after 22:00.
We understand that music and sociability are part of a holiday. A hand-sized Bluetooth speaker, with a maximum size of 30 cm, is therefore permitted, provided that the sound level does not exceed 60 to 70 decibels. This is in line with legal guidelines and local quiet-hours standards of Austrian, French and Italian authorities. Wens Chalets B.V. reserves the right to take appropriate measures in the event of persistent noise nuisance.
Permitted:
Not permitted:
A strict no-smoking policy applies in all our chalets. This applies to all areas inside the chalet. In the event of breach of this rule, a fine of €500 will be imposed. If the fire brigade has to attend, an additional fine of €550 will be charged. In addition, cleaning costs of €250 may be charged depending on the situation.
Pets are only permitted on request and only in selected chalets designated by Wens Chalets B.V. If you wish to bring a pet, you must inform us in advance. Wens Chalets B.V. reserves the right to refuse pets if, in its opinion, they are not suitable for the chalet or the group. Additional cleaning costs of €35 per pet apply.
The use, possession and/or dealing of drugs in or around the chalets offered by Wens Chalets B.V. is strictly prohibited. If this prohibition is breached, Wens Chalets B.V. reserves the right to terminate the agreement with immediate effect and deny the participant(s) concerned access to the chalet, without refund of the travel sum paid or the deposit. Any costs or damage resulting from breach of this prohibition will be borne in full by the participant(s).
Every participant is expected to behave respectfully, politely and properly towards chalet hosts, employees of Wens Chalets B.V. and other guests. Behaviour that is experienced as inappropriate, intimidating or aggressive is not permitted. This includes, among other things:
If it is established that a participant is guilty of such behaviour, Wens Chalets B.V. reserves the right to take appropriate measures, including but not limited to:
Chalet hosts have the right at all times to set boundaries, safeguard their own safety and report inappropriate behaviour to Wens Chalets B.V. Reports will be handled carefully and confidentially.
If it becomes apparent that a participant is guilty of misconduct that makes the proper execution of the trip difficult, this participant may be excluded from further participation. The participant concerned is not entitled to a refund.
Wens Chalets B.V. accepts no liability for injury or damage caused to the participant, or for loss or theft of property, including money, arising during the stay, regardless of the cause.
The participant is liable for all damage caused, intentionally or unintentionally, knowingly or unknowingly, to the chalet, inventory or facilities by him/her or his/her travel group. As a participant, you rent a chalet or room within a Wens Chalet, and you are expected to treat the rented property and facilities responsibly.
Wens Chalets B.V. maintains an overview of standard damage items with corresponding repair costs. Where possible, these costs are determined on the basis of fixed rates. If damage cannot be repaired as standard, it will be settled on the basis of subsequent calculation, such as material costs, labour costs or replacement value. The current damage overview is available via: damage items.
If damage is found, a damage form will be completed on site together with the chalet hosts. Any damage discovered after your departure may still be claimed by Wens Chalets B.V. up to 5 working days after departure. In the event of damage, part or all of the deposit will be withheld, or the damage will be invoiced separately. In certain cases, damage may only be repaired or determined at the end of the season. In such situations, invoicing may also take place at the end of the season.
For all short stays in a private chalet, meaning a fully rented chalet, a deposit arrangement applies. The amount of the deposit depends on the group size:
The deposit is added to the final invoice and must be paid before arrival. After the stay, the amount will be refunded within seven working days, provided that no damage has been found. We kindly ask our guests to provide any different bank details if these differ from the account from which the invoice was paid.
In many cases, it is possible to obtain a discount on equipment rental through Wens Chalets B.V. In some cases, a discount on ski or snowboard lessons is also possible. In all cases, you enter into a direct agreement with the ski school or ski 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 site are subject to errors and changes.
Despite all our care and effort, it is possible that a participant believes they have a justified complaint. If you have a complaint or are dissatisfied, you must report this immediately to the chalet host, the regional manager of Wens Chalets B.V. on site, or by email to our head office in Naarden: info@wens.nl. If no one is present or if, in your opinion, the complaint is not resolved properly, you must contact our head office in the Netherlands directly from your holiday destination by telephone or email. This procedure is necessary because Wens Chalets B.V. can often take immediate action regarding the complaint. After returning home, problems can unfortunately no longer be resolved on site.
Complaints that have not been reported at the destination will not be handled in Naarden, the Netherlands. If your complaint is not resolved satisfactorily on site, you may submit your complaint in writing, with reasons, within one month after the end of the trip via info@wens.nl. Sending only a complaint without further explanation is not sufficient. Comments on the submitted questionnaire 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.
Wens Chalets B.V. reserves the right to amend the general terms and conditions in the interim. The most recent version is always available on our website. For bookings already concluded, the terms and conditions confirmed at the time of reservation apply, unless statutory provisions prescribe otherwise.
Wens Chalets B.V. processes personal data in accordance with the General Data Protection Regulation (GDPR). Please see our privacy statement at www.wenschalets.co.uk/privacy for more information.
If you send us your holiday photos, please note the following: after publication, the copyright for Wens Chalets B.V. use passes 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 table or in other communications are not binding on us.
Wens Chalets B.V.
Amsterdamsestraatweg 45B
1411 AX Naarden
The Netherlands
