General terms and conditions of sale

Our parent company, Whitegold, is the management company for the following properties: Hotel Levanna, Hotel VoulezVous, Hotel les Campanules, Hotel Village Montana, Hotel les Suites du Montana, Residence Village Montana, Tetras Lodge, Chalets Carte Blanche, Hotel Carlina, Hotel Koh i Nor, Residence Koh i Nor, Chalet Koh i Nor, Hotel Taj i Mah, Residence Aroll, Hotel Daria i Nor, Residence Daria i Nor and Hotel l’incomparable.

The present general conditions of sale govern your contractual relationship with Les Ski Booking through its company Whitegold Hospitality, whose head office is located: 300 routes des Fabriques, 73250 Saint Pierre d’Albigny, France and registered in the Chambéry Trade Register under number 881 439 549.



Any confirmation of reservation is done by the payment of a deposit equivalent to 30% of the total amount of the stay. In case of payment by bank transfer, only the net amount will be taken into account as collection value.

The balance of the stay must be paid no later than 30 days before the start date of the stay (except for Early Booking or any special offer: the balance of the stay is due at the time of booking). Any other special offer may be subject to special conditions which will be clearly notified at the time of booking.

The packaged rates (breakfast, half board, other services) are to be considered as made up of inseparable elements and are not refundable in case of non-use, the meals not taken will not be deducted or refunded.

The bill for extras and local expenses will be paid on site and will be guaranteed in advance by credit card.

The payment of the deposit automatically commits the customer to the acceptance without modification of the general conditions of sale and cancellation. Payments can be made by credit card (Visa, Eurocard/Mastercard, American Express) and bank transfer.

A. Flexible rate

Free cancellation up to 30 days before arrival.
If cancelled less than 30 days before the arrival date, 100% of the reservation is charged.
Deposit: 30% of the total amount without extras is due at the time of booking. The balance of the stay is required 30 days before the arrival date.

B. NANR, Early Booking and Special Offers (non-cancellable and non-refundable rates)

Reservation cannot be cancelled, modified or refunded.
Deposit: 100% of the total amount without extras is due upon reservation.

1. Insurance

The customer can subscribe within a maximum of 48 hours after his reservation, to the Safebooking cancellation insurance which covers the stay in case of contraction of Covid19 by following this link:

2. Modifications

Any modification of stay, shortening or change of room will be subject to the cancellation conditions. In all cases, any modification or cancellation of a reservation must be notified to the reservations department by mail or email.
The customer is reminded, in accordance with Article L. 121-21-8 12° of the Consumer Code, that he/she does not have the right of withdrawal under Article L. 121-21 of the Consumer Code.
The Sales Conditions of the reserved fare specify the terms of cancellation and/or modification of the reservation.

3. Assets

For the use of AVOIRS related to the postponement of stays following the March 2020 restrictions, the classic cancellation conditions related to the initial offer apply. After cancellation, if there are any sums to be reimbursed, they can only be reimbursed at the end of the legal period provided for in the ordinance (October 2021).

4. Specific cases of cancellation

Cancellations without charge possible until D-1 only in the following cases (does not apply to reservations benefiting from credit, the credit being subject to the application of the ordinance of March 24, 2020 by the law n°2020-290 of March 23, 2020) :

  • Closure of the borders of the client’s country of origin or closure of the borders in France (for sanitary reasons with governmental decision)
  • Closing of the station (sanitary reason with government decision)
  • Strict circulation ban (general confinement of populations) by government decision.

Individual illnesses of the client prior to departure are not taken into account in the context of special cases.
Cancellation conditions are specified in the fare details accessible from the booking tunnel. You will also be reminded of them in your order confirmation email.

5. Rates

The hotel’s public rates can be consulted at any time on the hotel’s website. Our prices are inclusive of all taxes, excluding tourist tax which will be paid on site.

6. Conditions of stay

Reserved rooms are available from 4 pm on the day of arrival until 12 am on the day of departure.
Travel insurance: As the hotel cannot be held responsible for events of any kind that may lead to cancellation or modification of stays, we recommend that you take out travel insurance. The hotel will also provide you with any documents proving your financial commitment to the initial stay for any purpose.




The present general sales conditions constitute the basis of your contract with Hotel Carlina****, Belle Plagne, 73210, La Plagne Tarentaise, whose head office is located at 300 routes des Fabriques, 73250 Saint Pierre d’Albigny, France and registered in the Chambéry trade register under number 890 098 619, referred to as “Hotel Carlina****” or “we”.
Please read them carefully as they set out our respective rights and obligations. In these terms and conditions, the terms “customer”, “guest” and “you” mean the first person named in the reservation and all persons on whose behalf a reservation is made.
By making a reservation, you agree on behalf of all persons participating in the reservation that you :

  • have read these terms and conditions and have the authority to be bound by them and agree to be bound by them;
  • consent to our use of the information in accordance with our privacy policy

We offer accommodation and other services that can be purchased separately at the resort. We will treat each item as a separate reservation. This means that any multiple booking does not constitute a package as defined in the Package Travel, Package Holidays and Package Tours Regulations 1992.


A vacation reservation is made when you:

  • fill out and sign our reservation form – in ink or electronically – and return it
  • agree to enter into a contract with us through our online platform

As soon as we receive your payment, we will send you a booking confirmation where you will have access to a summary of the booking if you use our online platform. Please check it carefully and report any incorrect or incomplete information immediately.

All correspondence with Hotel Carlina **** should be addressed to our company: Hotel Carlina ****, Belle Plagne, 73210 La Plagne Tarentaise. Email : Tel : 04 79 09 78 46


Our accommodations are bound by the guarantee of conformity of the services, under the conditions set forth in articles L. 111-2 of the Consumer Code, without prejudice to any additional contractual guarantee that may be agreed upon specifically between the parties, outside of these general conditions, following a written contract duly signed by the parties and provided for this purpose.

Our accommodations make every effort to ensure that the photographs, graphics and texts used to illustrate our accommodations give as accurate an idea as possible of the accommodation, food and other additional services offered.
However, the photographs are not contractual, because, on the one hand, the different rooms,

all have different dimensions, and on the other hand, variations may occur, especially due to changes in furniture, new decoration or possible renovations. The Customer may not claim any claim as a result, since these variations do not affect the essential characteristics of the service.


The price of your vacation will be confirmed at the time of booking. On it will be indicated the formula you have chosen: Room and breakfast (B&B), Room, breakfast and dinner (Half board), Rental only or Rental with breakfast for apartments and chalets

The price of your reservation as shown on your confirmation invoice is guaranteed.


Our prices are fixed once the reservation is confirmed. A surcharge would only be applied in the event of a change in costs resulting from government action, such as a change in VAT or any other government-imposed change.


The tourist taxes will be paid by the client at the end of the stay. Rate for the 2021-2022 season 2,48€ per day and per person


All reservation contracts are made in Euros.
There are no banking fees for customers based/using cards registered in the UK or EU. We reserve the right to charge an additional fee for card payments made from other countries. In this case, we undertake that the surcharge will not exceed the cost charged to us by our bank. As an indication, it is generally 1.5%.
For any payment by bank transfer, the customer is responsible for all bank charges resulting from the transfer. Only the amount credited will be credited to your account.


A security deposit is required upon arrival. This amount will be blocked as a card pre-authorization, no funds will be taken at this time. Blocked funds will be released within 48 hours of departure, less any amounts due – this period may be extended in the event of damage requiring further investigation or repair.

  • 1,000 EUR for properties with 4 or more bedrooms (apartments and cottages)


For security reasons, the capacity of the accommodations cannot be exceeded. It is indicated in the reservation.


Extra beds are subject to our approval, not all our rooms can accommodate extra beds.
Restrictions apply on a per accommodation basis for safety reasons so as not to exceed the maximum capacity. When an extra bed is available, it is charged at an additional cost of 120 EUR per night (on a breakfast basis).

Cots up to 3 years old are not charged.


In case of request for additional linen, change of towel or room, the following rate applies. As a general rule, in order to preserve as much as possible our precious planet and to protect our mountains, the linen is changed every four days for any stay of 7 nights minimum. Towels are changed only if they are placed in the bathtub or shower:
Extra change of linen -> 60 EUR per room Extra change of towels -> 30 EUR per room Restocking of bathroom products -> 15 EUR per room (Soap, shower gel, body lotion, shampoo, conditioner)
Change of room -> 135 EUR per room


If you wish to make changes to your reservation, we will do our best to accommodate your request.
Subject to availability, any change of date during the same season more than 21 days before arrival will be accepted by Hotel Carlina****. If the chosen period is set at a higher rate, a supplement may be required. No refunds will be given for changing to a lower rate period.
However, a change of dates for a later season or within 21 days of arrival will be considered a total cancellation.


Depending on the type of reservation and the conditions you have chosen, the following conditions will apply:
Flexible rates (full rates): In order to definitively confirm your reservation, we ask for a 30% deposit of the total amount of the stay (minimum 2 nights). The remaining 70% will be taken 21 days before your arrival.
Your reservation can be cancelled free of charge up to 21 days before your arrival.
Promotional and semi-flexible rates: In order to definitively confirm your reservation, the total prepayment (100%) will be required, the reservation is non-cancellable but can be modified on the same season and according to availability until 21 days before your arrival.

COVID Special Policy

Regardless of the rate booked, all your reservations can be changed or refunded up to the day before your stay for the following reasons (decision of the French government or of the customer, preventing you from going to the place):

  • Containment of the client’s region of origin or destination
  • Quarantine on arrival in France, imposed by the French government
  • Closing the borders between the client’s country of origin and France
  • Closure of the La Plagne ski area

The customer will have the choice between a full refund or a credit note of 100% of the total amount. This credit will be used for a future stay when travel conditions are more favorable.

When making reservations via the hotel’s web platform, the client is reminded, in accordance with Article L.121-20-4 of the French Consumer Code, that he/she does not have the right of withdrawal as provided for in Article L.121-20 of the French Consumer Code, as long as the services are provided on a specific date or according to a specific period.

Please note that when you wish to cancel services booked with a third party on your behalf, the third party’s terms and conditions will apply, which may affect any available refund.
The Hotel Carlina **** may have to modify a stay for exceptional reasons. This gives you the right to cancel your stay if you wish and you will be refunded.
Please note that Hotel Carlina**** will not pay for any expenses, costs or losses related to any change or cancellation. Furthermore, the Hotel Carlina **** will not be held responsible for any refund following a cancellation due to force majeure. We recommend that all clients purchase comprehensive insurance to cover the required events listed in the “Travel Insurance” section.
For more peace of mind, you can take out cancellation insurance (covering the case where you contract the COVID before or during your stay) (please note that this must be done within 48 hours of booking) with Safebooking insurance:
We invite you to click on the link above and enter your dates of stay and rate.
If you do not pay the balance of the reservation price or other amounts due by the due dates, we reserve the right to cancel your reservation without refund.


As part of this agreement, you agree to guarantee payment for any paid services requested by a member of your group before, during or after your vacation.

All children under the age of 18 are the responsibility of their parents or an authorized adult.

None of our regular staff is trained or qualified in childcare. If you need a nanny or babysitter, we can make arrangements through our concierge service. Childcare will only be provided to third parties or qualified individuals.

All clients are responsible for securing/locking the doors to his/her unit upon exit. Guests will be informed of this procedure upon arrival at the property. Any customer not following this procedure will be liable for any uninsured loss resulting from such negligence.

In the interest of your safety, guests are not permitted to maintain fires or woodstoves on the properties – these will be maintained by a trained staff member.

Skiing, snowboarding or mountaineering boots must not be worn in the accommodations, except in a room provided for this purpose. In addition, customers are advised to be careful about damage to their shoes. For example, the customer will be responsible for any damage to the floor caused by shoes such as high heels.

For guests traveling by car, please check at the time of booking for available parking spaces at the property. Hotel Carlina**** assumes no responsibility for your vehicle and it is parked at your own risk.

We do not specialize in organizing vacations for people with reduced mobility, but we will do our best to meet your particular needs. If you or any member of your party has any allergies, medical conditions or disabilities that may affect your stay, please provide us with full details before we confirm your booking so that we can try to advise you on the suitability of the arrangements you have made. Where reasonable, if we are unable to properly accommodate the person(s) concerned, we will not confirm your booking or, if you have not provided us with full details at the time of booking, we will cancel your booking and charge you the applicable cancellation fee when we become aware of those details.


All guests staying with us are expected to behave in a cordial and acceptable manner. If, in the opinion of our staff, your behavior or that of any member of your party causes or is likely to cause danger or inconvenience to any third party, we reserve the right to immediately terminate your reservation agreements with us.
In the event of such termination, our liability to you and/or your group will cease and you and/or your group will be required to vacate your accommodation immediately. We will have no further obligation to you and/or your group. No refund will be made for the loss of your accommodation and we will not pay any expenses or fees resulting from the termination.

You and/or your party may also be required to pay for losses and/or damages caused by your actions and we will hold you and each member of your party jointly and severally liable for any damages or losses caused by you or any member of your party. Payment in full for such damage or loss must be made directly to The Carlina Hotel **** or any other supplier prior to departure from the accommodation. If you fail to make payment, you will be liable for any claim (including legal fees) subsequently made against us as a result of your actions and for any costs we incur in pursuing any claim against you.

Hotel Carlina**** reserves the right to charge the credit card you provided at check-in/deduct from any security deposit held in accordance with its rights under this clause.
Please note that smoking is strictly forbidden inside the properties of Hotel Carlina**** and is restricted within the grounds of our properties. You will be informed of the designated smoking area upon arrival. Ashtrays are provided and must be used. We reserve the right to charge additional cleaning fees for cigarette butts/cigars/ash that have not been properly disposed of.


The staff that works in our properties has been carefully selected so that the property is fully operational and so that you can enjoy your stay to the fullest.
The staff has specific defined missions. He will not be able to help you with all the tasks you might ask him to do. For example, staff should not be asked to wash or pack your personal clothing or otherwise care for your personal belongings. If such a request is made to staff and they agree to perform such tasks, acting reasonably at all times, Hotel Carlina**** accepts no responsibility for any loss or damage that may be caused to such items.

It is also essential that our staff be treated with politeness, respect and courtesy at all times. We will take any reports of discrimination or gender-based behavior very seriously, and we reserve all of the rights set forth in the “Conduct” section.


In order for our staff to perform their duties in a professional manner and deliver excellent service, time limitations apply. We will always strive to be as flexible as possible to meet the needs of our clients during their stay, but in some cases we may have to restrict services that fall outside of these service hours:

  • Breakfast: 07:30 to 10:00 (service ends at 10:00)
  • Dinner (start): 7:00 pm to 9:00 pm

The rooms are generally cleaned between 9:30 am and 4:00 pm each day. The cleaning crew works on a daily rotation and it is not possible to set a specific time when cleaning will take place for a given room in a given accommodation. Therefore, if upon arrival, the housekeeping team cannot handle a room because it is occupied and cannot be vacated, we may not be able to handle your room that day.

Finally, to avoid any inconvenience, we remind you that pets must not be in your room so that room service can make its daily rounds.


Guests staying in one of our accommodations, use at their own risk any wellness equipment (sauna, steam room, jacuzzi, Swedish baths, swimming pool, fitness equipment, …).

Hotel Carlina**** accepts no responsibility for accidents/injuries while using these facilities. In the interest of hygiene, all guests are asked to shower before using these facilities.

It is advised not to use these facilities if you:

  • Have heart disease or circulatory problems.
  • Have an infectious skin disease, sores or wounds.
  • are pregnant.
  • are taking anticoagulants, antihistamines, vasodilators, vasoconstrictors, stimulants, hypnotics, narcotics or tranquilizers or any other medication

Children must be supervised when using the chalet facilities, including pools, hot tubs, steam rooms, saunas and fitness equipment. Hotel Carlina**** does not provide lifeguards and no one on staff is trained or qualified to act as a lifeguard.

Drinking in or around the spa facilities should be done only from a plastic container to avoid any risk of injury. The use of glass containers of any kind is prohibited. In addition, the consumption of alcoholic beverages while using the spa facilities is strictly prohibited, in accordance with government consumption guidelines.


During the winter season, our property is equipped with a specific chauffeur service in the resorts of Bellecôte and Belle Plagne only. We operate a high quality van that has been selected for your comfort and safety. Our vehicle has 8 passenger seats. All passengers must wear seat belts while in the vehicle. Please note that we can only carry passengers in the seats provided in the vehicle – for example, it is not possible for children to travel on the lap of adults. It may therefore be necessary for the driver to make several trips.

Children must use the appropriate seats, in accordance with French law. This means that all children 12 years of age and under, or children less than 1.35 m tall, may be required to use a booster seat or child seat. Interpretation of this requirement is the responsibility of our leadership team and we ask parents to support them.

Please note that children can only be transported in our vehicles if accompanied by an adult. Therefore, our drivers cannot pick up children from classes without an adult present.
In the interest of your safety, drivers may only drop off and pick up in designated areas. Please note that our ski resorts are very busy villages, with many traffic regulations to ensure the safety of road users and pedestrians. In order to respect them, it may sometimes be necessary for customers to walk a short distance to meet the driver at an appropriate location.

Please note that drivers can only wait at a specific location for a maximum of 10 minutes. In the event that a customer is late for a scheduled pickup, we ask that the driver be contacted – please note that in extreme circumstances, this may require the driver to return at a later time to fulfill other scheduled commitments.
Although drivers are always available “by appointment”, we require at least 30 minutes notice of your transportation needs to allow the driver enough time to meet you on site. Please note, we cannot offer an “on demand/driver” service where a driver is specifically with your group/in your property throughout the day.

The driver service operates according to the law. We reserve the right to refuse transportation to a location if we consider that it is against the law or outside the normal and fair use of this service. Outside of the hours of operation of the driving service, any provision of this service will be at the discretion of management.


This section applies to reservations made for you by our receptionist/concierge team. This may include, but is not limited to:

  • Transfers
  • Equipment rental
  • Ski lift passes
  • Ski or snowboard lessons
  • Massages and beauty treatments (depending on the season)
  • any other reservation or purchase made at your request

For all these services, your contract will be concluded with the supplier in question. We will arrange for you to contract with the arrangement provider(s). Your reservation will be subject to the terms and conditions of sale of the relevant supplier.
Our responsibilities are limited to making the reservation according to your instructions. We do not accept any responsibility for any information regarding arrangements that we provide to you in good faith.
In many cases, we will ask you to prepay for services we book on your behalf or authorize payment of an appropriate amount (usually by credit card). In all cases, all services must be paid before the end of your stay, a surcharge of 4% will be

charged to the final bill and we reserve the right to deduct any unpaid amount from your security deposit.


Hotel Carlina **** can assist you with your transfers by putting you in touch with a local service provider.

Hotel Carlina**** cannot be held responsible for guests who miss their flights for any reason or who misplace or destroy their travel documents, and no credit or refund will be given if you do not take a portion of your vacation accordingly. The Hotel

Carlina**** is not responsible for flight delays, but where possible, in such circumstances, it will contact the transfer provider to ensure that all booked transfers are provided.


Unless otherwise expressly stated in these booking conditions, we will not be liable or pay compensation to you if our contractual obligations to you are affected by an event which we or the provider(s) of the service(s) in question could not, even with all due diligence, foresee or avoid. Such events may include, but are not limited to, war, threat of war, civil strife, terrorist activity and its consequences or threat thereof, riot, the act of any government or other national or local authority, labor dispute, natural or nuclear disaster, fire, chemical or biological disaster, pandemic, adverse weather conditions and all similar events beyond our control or the control of the relevant supplier(s). Advice from the Ministry of Foreign Affairs to avoid or leave a particular country may constitute force majeure.


For any complaint relating to a reservation made in the accommodation of his choice and the non-performance or poor performance of the contract, the customer must send a letter to Hotel Carlina ****.

In the event of a technical problem and/or overbooking, preventing the Establishment from proceeding with the reservation made by the Client,

Hotel Carlina**** undertakes to inform the Customer as soon as possible and to reimburse him/her immediately for the price of the reservation. The Customer may not claim any additional indemnity, penalty or compensation from the Hotel Carlina****

The Customer is informed of the possibility of resorting, in the event of a dispute relating to the present General Conditions, to a conventional mediation procedure or to any other alternative dispute resolution method, under the conditions provided for in Title I of Book VI of the Consumer Code.

After having referred the matter to the Hotel Carlina **** in an attempt to resolve the dispute amicably, and in the event of a negative response or the absence of a response within sixty (60) days of the referral, the Customer may refer the matter to the Médiateur du Tourisme et du Voyage – BP 80303 – 75823 Paris Cedex 17 Hospitality.


The headings in these booking conditions are for information purposes only.
Please note that the arrival time for all accommodations is 5:00 pm and the departure time is 10:00 am. This allows you to prepare your accommodation for your arrival. Early access will only be allowed if your assigned accommodation is available. Depending on availability, you can request an early check in for 160€ or a late check out for 160€.

These booking conditions and all matters arising therefrom are exclusively governed in all respects by French law. We both agree that any dispute, claim or other matter arising between us out of or in connection with your contract or booking shall be subject to the exclusive jurisdiction of the Court of Chambéry, Savoie, France.


Your well-being and safety are our priority. Our establishments respect the sanitary protocol recommended by the government by adapting to each new measure. We keep contact between customers to a minimum.

Our care and cleanliness commitments, focused on the safety and well-being of our customers and employees, build on our existing rigorous safety and cleanliness protocols.

In accordance with the advice of medical experts to reduce the spread of COVID-19, the Carlina Hotel **** Belle Plagne and its guests make it mandatory to wear a mask or face covering in public areas indoors and when moving around in outdoor areas.
Public spaces can include lobbies, meeting and event spaces, restaurants, bars and the hotel’s wellness area.

Certain patrons may be exempt from this requirement, including, but not limited to, patrons with medical conditions, patrons consuming food and beverages in restaurants, patrons seated outside and respecting social distancing, and children under the age of eleven (11).

We believe that it is possible to travel safely and responsibly while remaining vigilant and following procedures and protocols based on the guidelines and information and advice shared by the World Health Organization (WHO), the European Centre for Disease Prevention and Control (ECDC) and other experts and specialized organizations, as well as local and governmental guidelines and requirements.