Find your answer in the blink of an eye
Welcome to our Frequently Asked Questions

Do you have a question about your booking, payments or insurance?

Array
(
    [value] => votre-reservation
    [label] => Your booking
)

Array
(
    [value] => votre-reservation
    [label] => Your booking
)

Array
(
    [value] => assurance
    [label] => Insurance
)

Array
(
    [value] => votre-reservation
    [label] => Your booking
)

Array
(
    [value] => votre-reservation
    [label] => Your booking
)

Array
(
    [value] => compte-client
    [label] => Customer account
)

Array
(
    [value] => votre-reservation
    [label] => Your booking
)

Array
(
    [value] => assurance
    [label] => Insurance
)

Array
(
    [value] => paiement
    [label] => Payment
)

Array
(
    [value] => paiement
    [label] => Payment
)

Array
(
    [value] => paiement
    [label] => Payment
)

Array
(
    [value] => votre-sejour
    [label] => Your stay
)

Array
(
    [value] => votre-sejour
    [label] => Your stay
)

Array
(
    [value] => assurance
    [label] => Insurance
)

Array
(
    [value] => votre-sejour
    [label] => Your stay
)

Array
(
    [value] => votre-sejour
    [label] => Your stay
)

Array
(
    [value] => votre-sejour
    [label] => Your stay
)

Array
(
    [value] => votre-sejour
    [label] => Your stay
)

Array
(
    [value] => votre-sejour
    [label] => Your stay
)

Array
(
    [value] => votre-sejour
    [label] => Your stay
)

Array
(
    [value] => votre-reservation
    [label] => Your booking
)

Array
(
    [value] => votre-reservation
    [label] => Your booking
)

You can book directly on our website or by telephone on 04.79.59.50.10 from Monday to Friday, 8.30am to 12.30pm and 1.30pm to 5pm.

You can place an option valid for 9 working days (depending on the establishment). This is validated on receipt of the 30% deposit, or the full amount if the start date of your stay is less than 30 days. If the deposit is not received within this period, the option will be automatically cancelled.

Unfortunately, we cannot add insurance once the booking has been confirmed.

Nous vous remercions de nous faire parvenir votre demande par mail à l’adresse [email protected], en nous indiquant votre numéro de dossier, ainsi que les changements à effectuer.
En cas de validation de la modification, une différence tarifaire pourra s’appliquer.
Toute demande de modification du lieu de séjour entraine une annulation de la réservation d’origine et est soumise au paiement des frais d’annulation.

Any total or partial cancellation (cancellation of a participant) of the booking must be notified by e-mail to [email protected].

Cancellation charges will be applied according to the scale set up by the establishment where you have booked (see GTCS).

If you have taken out insurance, you must contact the insurer once you have notified us:

For fast, modern management, log on to www.declare.fr (submit your supporting documents and track the progress of your application at any time) or by e-mail: [email protected]
For traditional claims management, by post: Gritchen Affinity – Service Sinistre – 27 rue Charles Durand – CS 70139 – 18021 Bourges Cedex – France

You can access your customer account directly on our site, by clicking on the ‘customer account’ button.

Your username is your default email address (unless you chose another username when you registered). If you forget your username, please contact us on +33(0) 4 79 59 50 10.

If you have not created a password or have forgotten it, please click on ‘Forgot your password’.

You can check your booking at any time by logging on to your personal space on our website.
Click on the ‘Booking’ tab and select the sales campaign corresponding to your booking.
If you do not see the ‘Booking’ tab, try logging in from a computer or turn your smartphone to landscape mode.

If you cancel your holiday, cancellation charges will apply. If you have taken out insurance with our partner Gritchen Affinity, the insurance will cover these cancellation costs for any valid reason described in the guarantees. To consult the cancellation insurance conditions, click here.

You can pay for your stay :

By credit card, Visa, Mastercard (in 1 or 2 instalments free of charge via our partner Paybox)
By cheque (up to 30 days before your arrival)
By bank transfer
Holiday vouchers (paper and electronic).

Cash payments are permitted up to €1,000 (Article D112-3 of the French Monetary and Financial Code).

Bank cards and holiday vouchers are accepted for online payment via your customer area.

For payments by bank cheque or standard holiday cheque, please quote your booking reference and enclose this number with your payment. Send it by recorded delivery to

Karellis Reservation

Le Forum

73870 Montricher-Albanne

The deposit is payable at the time of booking or within 9 working days of taking up the option. It corresponds to 30% of the total cost of the stay.

The balance is payable 30 days before the start of the holiday. You will be notified by e-mail 5 days before the due date.

You can set :

By credit card on our website via your customer area
By any other accepted means of payment to the following address: SACMAC – Centrale de Réservations de Karellis – Le Forum – 73 870 Montricher-Albanne.

If you book online without taking an option, the balance will be debited automatically from your card 30 days before the start of your stay, without any reminder from us.

The lift pass is compulsorily included for all participants staying in one of the Les Karellis establishments. It cannot be deducted.
If you don’t ski, you can use it as a pedestrian pass to take the resort’s ski lifts and walk or snowshoe to the top of the ski area, or visit the high-altitude restaurant Le Vinouva.

You can collect the ski pass included in your stay directly from the residence reception on the day of your arrival.

Carré Neige’ insurance is not included with your lift pass. However, you can buy one directly from the ski lift ticket offices in the resort. For more information, please contact them on +33 (0)4.79.59.50.30

If you have taken out comprehensive insurance with your holiday, piste rescue cover is included. Please note: unlike the Carré Neige, you will have to pay in advance for any rescue on the slopes.

Equipment hire is not included in the package (except for Villages Clubs du Soleil).
However, you can book your equipment online at the same time as your stay, or book it on site when you arrive.
Please check the rental prices on the Les Karellis website.

You can book your ski lessons directly on the www.esf-leskarellis.fr website.

Unfortunately, pets are not allowed in Les Karellis establishments, except for Azureva.
Some owners in Albanne and Montricher also accept pets.
Don’t hesitate to search for accommodation using the ‘pets welcome’ filter.

Les Karellis residences do not have private car parks.
As the resort is entirely pedestrianised, you will find several free uncovered car parks, as well as parking spaces all along the road that crosses the resort.
You can drive up to the front of your residence to unload your luggage.

You can go to the reception of your residence before your scheduled arrival time to complete your arrival formalities. However, accommodation will not be available.

If you arrive outside the opening hours of your residence’s reception, please contact them directly to inform them and organise your arrival. You will find the telephone number of your residence, as well as useful information directly on your voucher sent 10 days before the start of your stay.

The opening dates for bookings vary from one establishment to another.
For winter holidays, bookings are generally available from mid-May for most establishments.
For summer holidays, bookings are available from December for most establishments.
For exact dates, please contact us at [email protected]

In winter, holidays are only available from Saturday to Saturday at Kocoon, Carlines, Vacances Bleues, Odesia and VTF.
Stays are available from Sunday to Sunday at Villages Clubs du Soleil and Azureva.
Tailor-made holidays may be available at certain establishments outside school holidays and subject to availability.
In summer, holidays are only available from Saturday to Saturday for Carlines, Vacances Bleues, Odesia, VTF and Villages Clubs du Soleil and from Sunday to Sunday for Azureva.
Stays are à la carte (minimum 3 nights) for Kocoon in summer.