Personal advice

You need help with your booking, or do you have a special question?

+44 34 539 964 07 or +49 22188828464

Office Hours (UK time)

Mon - Thu: 08:00 - 15:00
Fri: closed
Sat - Sun: closed

Frequently Asked Questions

Here you'll find the answers to the most frequently asked questions regarding your ski holiday. They are chronologically ordered from searching for and booking the perfect ski holiday, from arrival to the return journey.


  1. Search and Book
  2. Payment
  3. Before Your Holiday Begins
  4. Outward Journey and Arrival
  5. In Resort
  6. Departure and Return Journey
  7. Cancelling the Holiday
  8. Refer a Friend Programme
  9. General Questions

1. Search and Book

  • How do I find the perfect holiday?
    If you have a date in mind for your ski holiday, use the search engine Search & Book. This will allow you to search for holidays by specifying the destination you wish to visit and the number of people in your group. Alternatively you have the opportunity to search using our Holiday Categories or Last Minute Deals. If you are rather looking for a week's party and fun on the piste for next to nothing, then you might be interested in our Events.
  • What types of accommodations and categories are there?
  • How can I book a holiday?
  • Is the lift pass included?
  • Is it beneficial to book ski/snowboard equipment or lessons in advance?
  • What types of reductions exist?
  • How last-minute can I book?
  • What does it mean to book "on request"?
  • How can I redeem one or several gift vouchers?
  • I've already booked. Can I still book additional services?
  • Can I book a two-week holiday?
  • How do I find an accommodation suitable for disabled travellers and wheelchairs?
  • Can I book a holiday as a minor? Will I need to present a declaration of consent?
  • For which travel dates is an early booking recommendable?
  • Is my data secured or encrypted?
  • Can I bring my pet?
  • How does the "notification service" work?

2. Payment

  • When and how does the payment have to be made?
    As soon as you receive the Booking Confirmation, a deposit payment of 25% of the total holiday price applies. The remaining amount is due 6 weeks prior to the arrival date. If the booking is made within 6 weeks before the start of the holiday, then the total amount is due at once.

    Payment can be made by bank transfer or credit card.

    The holiday documents can only be issued when all payments have been balanced, at the earliest however 14 days prior to the start of the holiday.
  • How does payment occur via bank transfer?
    Within a few days after booking, you will receive your booking confirmation via e-mail, of which provides the bank details and the reason for payment. Please be sure to perform your bank transfer on time. Should we require proof of payment, due to a booking paid by bank transfer on short notice, we will be in contact with you. We please ask you to note the following points:

    Please send your proof of payment to:
    The fax number is: +49 221 33 60 62941 – please make a note on the fax: "".

    Please make sure the proof of payment is valid.
    Proof of payment must include the following:

    • The receipient is "TravelTrex GmbH".
    • The bank details (account number and sort code) for TravelTrex GmbH must be complete, correct and legible on the document – the details can be seen from your booking confirmation/invoice.
    • The bank brand must be recognisable.
    • The amount must be the same as the outstanding payment amount.
    • Proof of payment shall not be a Word or other text document.
    • There must be a notification that the transaction has taken place: e.g. screenshot from your Internet banking incl. a transaction code or a statement on paper signed by yourself, as well as stamped and signed by the bank.
    • Your account balance shall not be a negative amount.
    Please see below a tutorial to your aid, if you wish to send us proof of payment as a screenshot from your Internet banking via e-mail:

    1. Once you have the page on your screen then
      • press the key "Print" or
      • "Ctrl" and "Print" simultaneously
      to make the screenshot.
    2. Open a "Word" document and paste the screenshot into the open space by pressing "Ctrl" and "V" simultaneously.
    3. Save the document to a hard drive, and attach it to an e-mail for sending it to us.

    After we have received valid proof of payment, we will be sending you your vouchers and holiday information from 14 days before the start of the holiday.
  • How does payment occur via credit card?
    Please have following details available for the booking:
    • Bank
    • Card holder
    • Credit card number
    • Expiration date
    • CVC-code


    With Visa and Mastercard the CVC-code consists of the three last digits in the signature box on the back of the card.

    American Express

    With American Express you can find the 4-digit CVC-code on the front side of the credit card above the credit card number.
    Please note that when paying with American Express a fee of 3% of the total holiday price applies. Payment made with VISA or Mastercard is free of charge.

    The processing of the transactions is done through our payment service provider, Stripe. Further information can be found here.

    Please note that as soon as you have completed your online booking, you will be charged $1.00 – this is to verify your credit/debit card. Once the transaction is completed, the amount will be immediately refunded to you.

  • Is my data secured or encrypted?
    We operate with the newest encrypting technology called "Secure Socket Layers" (SSL) to ensure that all your data is only transmitted in an encoded way. SSL is know to be the most secure transmitting service for the Internet worldwide. Every exchange of data between your browser and our website which may include personal details is highly encrypted and therefore secured of being lost, manipulated or subject to error. Your personal details are in safe hands with us! For further information about data security, please see here.

3. Before Your Holiday Begins

  • What do I have to pay attention to when travelling abroad (entry requirements, health regulations and Brexit)?
  • When and how will I receive the final travel documents?
  • Do I have to bring bed linen/towels?
  • How are the kitchenettes in the apartments equipped?
  • What should I take on holiday? Is there a packing list?

4. Outward Journey and Arrival

  • I have booked a self-drive holiday. Will I receive directions to the resort?
  • What travel possibilities are offered?
  • What is the latest that I can check into the accommodations?
  • How can I use the day of arrival to the fullest?

5. In Resort

  • Do I have to pay a tourist tax?
  • Can I pay the apartment's deposit in cash or by credit card?
  • When do I get the deposit back?
  • Are ski or snowboard lessons offered?
  • In which languages are ski and snowboard lessons offered?
  • Where can I collect my hired equipment?
  • What type of board is offered?
  • I have booked board as an additional service. Where are the meals served?

6. Departure and Return Journey

  • When is check-out?
  • Can I ski on the day of departure?
  • How does the departure take place?

7. Cancelling the Holiday

  • How can I cancel my booked holiday?
  • How can I avoid cancellation fees?
  • Can I amend my booked holiday (reg. date or place)?
  • Does it make sense to book travel insurance (incl. cancellation insurance)?
  • How do I make a claim on my travel insurance (incl. cancellation insurance)?

8. Refer a Friend Programme

  • What is the idea behind SnowTrex's Refer a Friend programme?
  • How do I benefit from referring friends?
  • Who can refer whom - and how does it work?
  • When and how will the voucher be sent?
  • Where and how can the voucher be redeemed?
  • How long is the voucher valid for?
  • Where can I see the current balance of my voucher? Where can I see how many friends I have referred?
  • Where can I find the link to refer my friends?
  • My friend forgot to click the personalised referral link before making their booking. Is it still possible to receive commission for this booking?

9. General Questions

  • What is the Best-Price-Guarantee?
  • What is the Snow Guarantee?
  • What are the accommodations that are called "Breakfast Pension plus resort name"?
  • What does "value price" mean when combined with a room/accommodation name?
  • What do the abbreviations SC, BB, HB, FB, AI and shower/wc mean?
  • What is Crazy Booking Night?