Frequently Asked Questions

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Why should I book through Firefly Collection?

We take the effort and stress out of finding and booking your perfect luxury villa or ski chalet – all for no extra cost to you.

You can just tell us what you are looking for, and then we will find the best luxury property that fit your requirements, dates and budget.

We are an independent agency, not tied to any particular properties, so we search the whole market for you and give you impartial advice on the best options.

That means there is no need for you to trawl the internet for hours, trying to find a suitable property, contacting multiple companies, checking rates and availability separately, and hoping they are what they say they are. We do all that for you.

Because we have decades of experience, we know which are the best property owners, operators and best properties in each region, resort and price range.

We visit the properties ourselves, stay in them, experience the service, sample the cuisine and meet the operational teams – we know which ones deliver and which ones don’t.

Then once you have chosen your property, we go above and beyond to ensure your luxury holiday is the best it can be. We’re by your side, doing all the hard work.

We never add any fees or markup, so you always get the best deal directly from our property owners.

Should I get travel insurance?

Yes. It is your responsibility to ensure you are adequately covered. When you make a booking, you agree to take out a policy of insurance to cover you and your party against the cost of cancellation, the cost of assistance (including repatriation) in the event of accident or illness, end supplier failure, loss of baggage and money, and other expenses.

Some protection is provided in booking contracts, such as cancellation windows, but the details vary from property to property.

Where should I go skiing?

Having lived and worked in ski resorts and been on innumerable ski trips all over the Alps, our team know the ski resorts inside out.

Whether you are looking for a lively resort with great après-ski, or an easy, family-friendly resort to take the children, we can help. Or perhaps you have non-skiers in your group? Or you would like to travel to the Alps in the summer?

So if you are wondering where would be best for your group, our experts are more than happy to advise.

We know the Alps like the back of our hands. And those hands are wrapped around ski poles as often as possible.

Where should I go on holiday in summer?

Having lived and worked all over the world, our team know the destinations inside out.

Whether you are looking for a lively area with great nightlife, or an easy, family-friendly area to take the children, we can help. Or perhaps you have elderly or disabled people in your group? Or you would like to host a special event in your villa?

So if you are wondering where would be best for your group, our experts are more than happy to advise.

We know luxury travel like the back of our hands. And those hands are tanned, and holding a cocktail, as often as possible.

How do I know that Firefly Collection is genuine?

Firefly Collection has been operating since 2011 and we are a UK-registered company at Companies House. We have built up a very good reputation amongst our clients, villa partners and the suppliers we work with. All of our team members regularly go on trips to view and stay in the chalet villas and know the owners and operators personally. Despite our small size, we have been nominated for awards like the UK’s Best Villa Agent (British Travel Awards) and the World’s Best Ski Chalet Agent (World Ski Awards). We believe in operating with integrity, honesty and respect to maintain our good reputation long in the future.

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How do I book?

Once you’ve decided which property you would like to book just let us know and we will secure it with the operator. We will then send you the booking contract with the booking terms and an invoice to make the payment.

What is the cost of Firefly Collection's service?

Firstly, we don’t add any fees for our service. The rates we quote are the same rates quoted by the property themselves.

What’s more, because we have strong relationships with the owners, we can sometimes negotiate a discounted rate for you.

We always pass on any price reductions to you in full, so you won’t find a lower price anywhere else.

How does Firefly Collection get us the best price?

There is no extra cost over the normal rental cost for our services.

We don’t add any markup or fees to the rental price for our service.

The rates we quote to you are the exact same rates as the property would quote you directly.

How do I find out the prices and availability of the properties?

To give you an idea of the price of each property, we include a ‘From’ and a ’To’ price on each property page. Generally speaking, these range from the low season rate for the lowest demanded week with the lowest catering level to the high season rate for the highest demanded week with the best catering level.

If you would like to know the price and availability of a property for a particular week, please get in touch.

If you let us know what you are looking for, we can also suggest similar luxury properties that are available for your preferred dates, to match your budget and requirements.

Then you can choose your favourite, without the legwork.

What is the difference between the high price and low price on properties?

Our guide prices show the range of weekly prices from the low season to the high season. If the property has catering options, the low price is for the lowest level, e.g. self-catered, and the high price is for the highest level, e.g. catered.

What are the ‘Low Season’ and ‘High Season’ rates?

Low and high seasons vary by location and by property, but the general pattern is as follows:

Chalets

The low season is usually early/mid-December and mid-January, plus the summer months.

Mid-season is usually early February, March and April.
High season is usually Christmas, New Year and mid/end February.

European Villas

The low season is usually April, May and October.
Mid-season is usually June and September.
The high season is usually July and August.

Caribbean Villas

The low season is usually June to November.
Mid season is usually November to mid-December and mid-April to June.
High season is usually mid-December to mid-April.

What is the cancellation policy?

The cancellation terms vary by property. Your booking is directly with the property operator, rather than with Firefly Collection, and therefore the cancellation policy is determined by the terms of each property contract. Please contact us to enquire about the cancellation policy for a specific property.

How can I cancel my booking?

If you need to cancel your booking, contact us and we will begin the process of cancelling your arrangements. Refund policies vary from property to property and will be outlined in your booking contract.

Who is my booking contract with?

Your booking contract is directly with the operator of the property and not with Firefly Collection. Firefly Collection acts solely as an agent and is not a holiday provider. The booking terms and conditions vary by property. They are determined by the property operator and are stated in the individual booking contract that you receive upon requesting to book.

Will I get a lower price elsewhere?

You will never find a cheaper price elsewhere. We provide a direct quote from the property owner, at the lowest possible price for the catering level you have requested. Anyone who asks the property owner will get the same price. Some agencies add fees on top, but we do not, so we definitely always offer the best price.

We provide the best possible booking price, so if you find it cheaper elsewhere, there are two possible situations. Firstly, you have been quoted for a lower catering level e.g. you expect catering and it is self-catered. Alternatively, the other party is not working with the property owner, which means their offer is not real.

Is there a minimum or maximum length of stay?

We have no minimum or maximum length of stay, so you can use the property for a few hours, days, months or years.

When booking long-term, such as a 6-month stay, you have to consider that other people may have booked the property, so your booking will need to fit around the other bookings.

Many property owners take bookings in week-long blocks, so if you want to stay for less than a week, you may have to pay for the full week. If you want more information about a specific property, contact us, and we’ll provide all the details.

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Can I add my luxury rental property to the collection?

We are very selective about which properties are invited to be part of the Firefly Collection. If you think your property has what it takes, please see more information on our property owners page.

Can I save my favourite properties to view them later?

Yes. You can shortlist your favourite properties to create a personal collection. Just tap ‘Save’ on a property. This list can be accessed by pressing the heart at the top of the page. The heart appears after you have added at least one property to your collection.

What is included with a luxury chalet?

The service level and inclusions vary from property to property, so there is no standard list.

We work with dozens of different chalet operators, and each of our 700+ luxury chalets is special in its own way. Our portfolio ranges from ultra-luxury ski chalets with their own team of staff, including chefs, butlers, drivers, hosts, and housekeepers, to self-catered deluxe chalets and everything in between.

If you have particular service requirements for your chalet holiday, our experts will gladly provide chalet options to suit.

The specific inclusions for each property will be noted on your proposal.

What is included with a luxury villa?

The service level and inclusions vary from villa to villa, so there is no standard list.

We work with dozens of different villa operators, and each of our 400+ luxury villas is special in its own way. Our portfolio ranges from ultra-luxury villas with their own team of staff, including chefs, butlers, drivers, hosts, and housekeepers, to self-catered deluxe villas and everything in between.

If you have particular service requirements for your villa holiday, our experts will gladly provide villa options to suit.

The specific inclusions for each property will be noted on your proposal.

Who do I contact if I have a problem with my property?

Your satisfaction is our priority, and we understand that unforeseen issues are a part of life. If you are on holiday and experience a problem with your property, inform your local property team, such as your in-resort concierge or housekeeping staff. If you cannot get in contact with them or have a problem they cannot help with, contact your account manager here at Firefly Collection.

Can I buy one of your properties?

We can inform you about whether a property is on the market, what the price will be and introduce you to the property owner, their estate manager and real estate agent. Contact us at our head office in London by phone on +44 (0)203 432 7784 to get started.

You can also register your interest in buying a luxury ski chalet on this online form.

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What services are provided by Firefly Collection?

Our team provides many services that help you have the best holiday of your life, every time:

– Advising where to go, what property to stay in, how to get there and what to do while you are there.

– Booking properties with our property owners and partners for the best price.

– Booking catering, airport transfers, ski lessons, childcare and other services.

– Arranging activities and itineraries with our local teams around the world.

– Helping to resolve issues if they arise before or during your holiday.

– Assisting with purchasing our rental properties.

What services are provided by the properties and property operators?

Each property is different, but some of the services and staff you can expect at our best properties include:

– Drivers

– Musicians

– Gardening

– Snow clearing

– Spa therapists

– Ski fitting and hire

– Butlers and bartenders

– Tennis, surfing, etc. lessons

– Housekeeping and cleaning

– In-property or contactless/remote catering by private chefs

What can I expect in a catered property?

Catering is a broad term, and it looks a little different at each property. In general, our catered properties come with a private chef who will prepare and present breakfast and lunch 7 days a week, and dinner 6 days per week, with one night off. They should prepare snacks and drinks at your request at any time of day. What is served for breakfast, lunch, and dinner can be customised to your dietary requirements and taste.

Our chefs will provide you with menu options of their speciality dishes, which most of our customers are happy with. However, if you do not like the menu options, most of our private chefs will offer fully custom catering. If you have very specific requests, they will need time to purchase the ingredients and test recipes.

Some chefs prefer privacy in the kitchen area, but others are happy for you to watch them create their culinary masterpieces. And in some properties, you can request regional cuisine lessons from the chefs, such as pasta making in Tuscany (Italy) or chocolate making in Zermatt (Switzerland).

At our villas, private chefs often have barbecue in their formidable arsenal of gourmet expertise. So you can sit back and relax on the beach while fresh-caught lobster is grilled to perfection, and brought to you with a selection of your favourite cocktails.

As with many things in life, you get what you pay for. At our most modestly priced catered property, you will get top-restaurant-grade food prepared for you by professional private chefs. With our more expensive catered properties, you can expect the finest food, with your every culinary wish fulfilled by Michelin-calibre chefs.

Who do I contact if I have a problem during my trip?

Your satisfaction is our priority, and we understand that unforeseen issues are a part of life. If you are on holiday and experience a problem, inform your local property team, such as your in-resort concierge or housekeeping staff. If you cannot get in contact with them or have a problem they cannot help with, contact your account manager here at Firefly Collection.

Can you help me arrange a special occasion?

Of course we can! Whether it’s a birthday, anniversary, retirement or anything else, we can help make it truly special. Get in touch let us know what you are thinking and we will assist however we can. For example, recommending the best local restaurants, or helping set up fireworks displays, custom ice sculptures and hiring musicians/bands etc.

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Can you arrange flights?

We can advise you on the closest airports for your property. But we don’t book flights. However, we can assist you with booking transfers from the airport to your property.

Can you arrange airport transfers?

Once you’ve booked your flights, just let us know the details and we will get you a quotation from one of our preferred transfer companies.

It’s part of our service.

When I arrive, who will welcome me to the property?

You will be greeted by the local team, presented with your keys, shown around the property and introduced to any staff members.

Who do I contact if I have a problem while travelling?

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What activities can Firefly Collection arrange for me?

When you book with Firefly Collection, we offer a complimentary concierge service to coordinate all the arrangements for your trip. We will be in contact to discuss any arrangements required, and we will help and guide you through the process to make it worry-free and as smooth as possible.

We're planning a wedding, can Firefly Collection help with that?

Some of our properties can host wedding ceremonies, but it is not something we specialise in. We are not wedding planners, but we can help you and your wedding party find the perfect accommodation near your wedding venue, and assist you in the same ways we assist all our customers.

Can we host an event at the property?

Please let us know if you would like to host an event at one of our properties. This is usually fine, but we will need to ensure it does not breach the booking contract terms. If you have an event in mind and are looking for the right property to host it in, contact us, and we will suggest where to go.

Can we use the property for filming/photography?

Most of our properties love working with creators, but some are more suitable than others. Some appreciate exposure, while others prefer privacy.

We have worked with many companies, big and small, as well as individuals, looking to use our properties for filming or photography. If you have an idea for a project and need the perfect property that fits the brief, let us know, and we will provide you with a selection of ideal options.

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