Comments/Complaints

Every reasonable care will be taken to ensure that the Apartment is presented to visitors to a high standard. Should the Customer find on arrival that there is a problem, or cause for complaint, the Visitor should immediately contact the help line number provided in the Welcome Pack. Reasonable steps will then be taken to assist the Customer.

At Valmorel Ski we are committed to ensuring that any problems or complaints the Customer may have whilst in our apartment are resolved efficiently and promptly, but as such must be given the opportunity to do so. Any refusal to notify Valmorelski or refusal of reasonable rectification may affect the Customer’s right to compensation or repayment.

Customers must provide a contact telephone number and suitable time for Valmorel Ski or its Agents or Contractors to communicate with them about problems or complaints. Customers must allow access to the Apartments by any staff or contractors of Valmorel Ski to resolve problems or complaints. If despite contacting our helpline the problem or complaint remains unresolved, the Customer must contact the contact centre again. The Customer must not independently move to other accommodation without first allowing the Valmorel Ski the reasonable opportunity to assist in resolving the complaint or problem. If the Customer does so, or refuses reasonable rectification, the Customer may affect their rights to compensation or repayment.

Visitors must formally confirm any unresolved complaint in writing to Valmorel within 28 days of return from holiday, addressed to: Customer Service Department, Valmorel Ski, County Court Chambers, Queen Street, Bridgwater, Somerset TA6 3DA.