Frequently asked questions

We're sure that you'll have plenty of questions when looking to book your perfect holiday and we hope to have all the answers for you below or on our individual chalet or apartment pages.

Alternatively please don’t hesitate to get in touch if you can’t find what you are looking for or require any further clarification.

Come and stay with us...

Booking your holiday

What deposit is needed to secure the holiday?

25% of the accommodation rental cost is needed to confirm a booking in any of our self catered properties.

How do I pay?

You can make the payment via credit/debit card on our secure and encrypted booking system.

When do I have to pay my holiday balance?

The balance is due 8* weeks before your arrival date. An email reminder will be sent to you two weeks before and on the due date. Should you book within 8* weeks of your arrival date, the full holiday cost is due at the time of booking.

Number of weeks before departure

Percentage of your holiday cost (excluding insurance)

8* or more

25% Deposit

Less than 8*

100%

*For winter 2020/21 this has been reduced to 4 weeks.

Can I pay my final balance early?

Yes, if you want you can pay your final balance before the due date, simply contact us and we'll send you a link to pay securely via our website.

Do you charge a Damage Deposit?

The damage deposit is an integral part of our booking process and we require the amount of €500 or €1,000 depending on the property, to be ‘pre-authorised’ upon check-in at the property. This is a temporary hold on the specified amount against the available funds on your payment card, not an actual charged amount, and no funds are taken at that time.

Should we choose to charge some or all of the Damage Deposit to the card, you will be notified within 24 hours after the end of the 7-day reservation period. For the full details, take a look at Sections 2 and 6 in our Ts and Cs here.

When is your changeover day?

Our properties operate normally on a Saturday to Saturday or a Sunday to Sunday basis. We however sometimes offer some flexibility depending on the other bookings that have been made around your preferred dates.

Do you offer short breaks?

Although we normally rent our properties for full weeks, we can also offer short stays from 3 days in certain properties.

Any short stays must fit in with our property specific change-over day (Saturday or Sunday), i.e. from Saturday to Wednesday or Wednesday to Saturday etc. Please check our availability and contact us for a price.

Is it possible to amend/change my booking?

If you need to amend your booking in anyway - i.e. dates or accommodation/property based on group size etc. then please contact us as soon as possible. We can give you advice and try to find a solution.

Can I cancel my booking?

If you need to cancel or amend your booking you must telephone/email us as soon as possible. A cancellation will not take effect until we receive and acknowledge written confirmation from you.

In certain circumstances, should we be able to secure an alternative booking for the property (for the same dates), we may be able to offer you a refund of the Initial Deposit & Final Balance paid (where applicable) minus a €200 administration fee and any other costs incurred by us. These other costs can include such things as reducing the price of the week in order to maximise the chance of re-renting it etc.).

Pure Morzine will be happy to provide the relevant documents for you to place a claim with your insurance provider for the full amount (where a claim is possible).

Are Pure Morzine holidays financially protected?

We are a small french family business that has been operating for over 50 years and only provide accommodation (not package holidays including flights). We are therefore not required to be bonded with a regulatory body. We must therefore insist that all our customers have adequate travel insurance to cover any unforeseen circumstances (as per our terms and conditions). If you pay for your holiday by credit card this will give you financial protection in the very unlikely event of our insolvency.

A home from home...

Our accommodation

Do you offer fully catered bookings or can I upgrade my booking to fully catered?

Of course! We offer flexible catering packages to suit your needs that can be added on to any booking. Click here for more information.

My check-in is late, would I be able to organise a food shop that will be ready for me upon arrival?

Yes! The supermarkets close at 8pm, but if you arrive later than this (or you’d prefer to chill out after your journey), for a €30 or €40 delivery fee we would be happy to organise a shop for you in advance so that everything is ready for you at your accommodation.

There is also a welcome night hamper through our partners at Huski, that includes a delicious evening meal, wine and dessert as well as breakfast the next morning, starting at €55 for two people.

Are towels and linen included?

Yes we provide all towels and bed linen including tea towels.

I’m staying for 2 weeks, can I organise a mid-stay clean?
Yes of course! This service price is dependent on the property and we can include a linen and towel change if you like. Here is a link to all the prices for each property.

What do you provide in the property?

Upon arrival at your accommodation, you will find a welcome pack of: a bottle of our hand picked French red wine, tea, coffee, sugar, milk, some cleaning supplies and other kitchen essentials (washing up liquid, dishwasher tablets, toilet rolls etc.).

Do you provide hairdryers?

There is a hairdryer in each bathroom of every property!

How do I choose the bedroom setup?

Once you’ve secured your booking we will send you a confirmation email with a link to enter your group’s details and how you would like each bedroom set up in the property. Most of our bedrooms can be configured to become either a double bed or 2 (sometimes 3) singles.

What should I bring with me?

Apart from all your standard gear for the winter or summer, toothbrushes and toiletries, we recommend bringing some nice slippers or cozy indoor socks as we request that you don’t wear outdoor shoes inside the property during your stay.

Does my accommodation have Wi-Fi/Netflix?

All of our properties have free Wi-Fi internet and smart TVs which can access Netflix if you have an account.

Do you provide childcare?

We have relationships with the best childcare providers in Morzine and can – depending on your needs – provide options for nurseries, nannies, ski schools combined with childcare, or babysitting services.

For more information on specific properties, take a look at our range of apartments and chalets.

Getting to Morzine...

Travel and Arrival

How do I get to Morzine?

The easiest way is to either fly to Geneva airport and then take a transfer/hire a car or drive. We’ve created an informative step-by-step guide for you to take the hassle out of organising everything. Click here to see our expert travel guide.

Do I need a car?

All of our properties are either centrally located, within a few minutes walking distance to the centre or have easy, quick bus links on the doorstep. Getting around is easy, but a car could come in handy if you’d like greater flexibility for a bit of sightseeing in the surrounding areas.

Do you have parking facilities?

All of our properties have free parking on site, spaces can become limited though so please let us know in advance how many you'll need.

What do we do when we arrive?

Please let us know when organising your transport what your expected arrival time will be (this is a massive help to us for organising cleaning schedules throughout changeover day).

Then once you’re on your way please keep us updated with a text when you pass through the towns of Les Gets or St Jean d'Aulps or ifyou are delayed and won't be arriving when you expected. That way we can make sure a lovely member of our team is ready to check you in at the property the moment you arrive.

How do I check in?

Check-in is from 4pm on arrival day, let us know in advance and we would be happy to offer flexibility around this (not too early though as our team will still be cleaning!). One of our team will be waiting to meet you on arrival to help get you settled in, give you information on the local area and answer any questions that you may have.

What happens at check out?

Before heading off we just ask that you first remove any rubbish, strip the beds, pop the dishwasher on and put the key back in the key box next to the door. Don’t worry we will send you an email reminder of all this the day before you leave.

Our latest checkout time is 10am so that our team can run in and get everything ready for the next guests, however if you plan on leaving Morzine later than this just let us know and we will happily store your luggage in a secure ski locker on site or nearby until your departure.

How do I get to and from the main lifts?

All of our properties are within easy walking distance of the ski lifts, (with the exception of Vigneron which has a bus stop on the doorstep!) with several even being ski-in,ski-out or ski to door. In addition, all accommodation has excellent access to the resort’s frequent free bus service that can shuttle you up to a different lift if you fancy a change.

Can I ski on arrival and departure day?

We will do our best to accommodate flexibility around check-ins/outs, for keen skiers (we hear you!) that would like to get that extra bit in before check-in and after check-out, let us know and we can store your baggage in the secure luggage store and help get you out on those slopes.

You're in safe hands...

Covid-19

What are the Terms and Conditions of bookings related to Covid?

We have relaxed our terms and conditions and payment policies as much as possible in light of the current situation, however we highly recommend that if you are not confident in booking at the moment, to book your holiday on a last minute basis to guarantee maximum flexibility.

Here is a link to our Covid-related terms and conditions, with details to which situations we would be able to offer you a refund.

What additional sanitary measures are in place to protect me?

As always, we take client well-being very seriously and in addition to our already exceptionally high cleaning standards we have adopted some extra precautionary sanitary measures. These include the disinfection of all frequently touched surfaces/doorknobs/light switches/remote controls as well as a final air disinfectant, with all team members wearing necessary masks and PPE while cleaning and welcoming you.

We will also remove any surplus furnishings, and provide you with hand sanitiser at the entrance of each property. Here is a link to our page with all the details.

What is the protocol around the resort?

To ensure Morzine remains Covid free, the town hall has announced that everyone must wear a face masks need to be worn by everyone over 8 years old whilst circulating inside and outside the resort center as well as on ski lifts, with social distancing respected in all areas. You'll be pleased to know that Morzine's shops, restaurants and bars will be all open and ready for you, with extra sanitary measures put in place as per government guidelines.

You are encouraged to buy lift passes online to beat the queues and avoid contact with people - easily done online with our new discounted lift pass portal at puremorzine.com.

Further information can be found here.

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