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Frequently Asked Questions
Find answers to common questions here. Feel free to contact us if you have any further questions.
Why should we book through Firefly Collection?
We take the stressful and hugely time-consuming work off your hands by shortlisting the most suitable properties for you, checking availability, and presenting everything in a clear, tailored proposal.
From your first enquiry, our experienced team is here to advise you to make the process smooth and stress-free, with complimentary pre-arrival concierge support to help with all the extra details.
Booking with Firefly Collection is about much more than just finding the right villa, apartment or ski chalet. It is about having a knowledgeable, trusted team to guide you every step of the way.
Plus the rates we quote are always the same as booking direct. We don’t mark-up or add any fees, so there is no cost to you at all for our service.
Discover all the benefits and reasons to book with us on our “Why Firefly” page.
Where should we 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 we 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.
Should we 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.
How do we 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 villas and meet the villa owners and operators personally.
We believe in operating with integrity, honesty and respect to maintain our good reputation long in the future.
We have been nominated for many years as the UK’s Best Villa Agent (British Travel Awards) and the World’s Best Ski Chalet Agent (World Ski Awards).
You may wish to explore our library of press mentions from credible publications such as The Times, or browse our guest reviews.
Can you plan short breaks as well as longer trips?
Yes, absolutely. Whether you’re looking for a long weekend escape or an extended stay, we plan trips of all lengths. Short breaks benefit just as much from our expertise, ensuring you make the most of your time with the right property, location and experiences.
Do you charge a fee for your service?
No. Our service is complimentary. Our expertise, planning and support are included as part of your booking, allowing you to benefit from a highly personalised experience with no additional cost to you. The rates we quote are exactly the same as if you contacted each individual property owner yourself. We dont add any fees or mark up the cost.
Why the name?
Seeing a firefly is a magical moment, it is fleeting, beautiful and memorable. The name reflects what we create for you: exceptional moments, in extraordinary places, that stay with you long after you return home.
Booking FAQs
How do we enquire, book and what happens after?
You can enquire via a form on our website or contact us directly by phone or email.
Just let us know what you are looking for and one of our travel specialists will be in touch to understand your plans, preferences and any special requirements. From there, we’ll curate a tailored selection of properties and refine the details with you until everything is perfectly aligned. Then when you select the perfect property, we provide the paperwork and payment options for your booking to make the process as easy and smooth as possible.
After booking, we are on hand throughout to help coordinate the finer details for your stay, including airport transfers, ski lessons, childcare and more.
What is the cost of Firefly Collection's service?
The rates we quote are exactly the same as if you booked directly with each property.
How does Firefly Collection get us the best price?
How do we 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 we cancel our 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.
Can we get a lower price elsewhere?
We always pass on the same rate as provided from the property operators, so you always get the lowest possible rate. These are the same rates as you would be quoted if you contacted the properties directly. We dont mark up or add any fees and we always pass on any price reductions to you in full.
If you see a lower price online from what appears to be a legitimate agent, it is likely that they are not genuine. Sadly there are many fake listings on the internet, as reported in a Daily Mail article that exposed scam sites that were copying us.
Is there a minimum or maximum length of stay?
We have no minimum or maximum length of stay, however many properties have their own minimums, which are typically 3 nights (or 7 nights for a peak week).
If you want more information about a specific property, please contact us, and we’ll provide all the details.
Property FAQs
Do you offer hotels as well or private rental homes only?
Yes we do. Although the majority of our properties are exclusive-use, private homes, we do also feature a selection of the world’s finest hotels in our collection.
Furthermore, a number of our apartments, villas and ski chalets are actually part of luxury hotels and can offer the best of both worlds – the privacy of an exclusive-use home, together with the additional facilities and services that can often be found in the best hotels.
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.
How can I save my favourite properties to view them later?
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.
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 buy one of your properties?
Although they are rarely listed for sale, if you are interested in buying a property from our portfolio, please get in touch. We have access to off-market properties that you won’t find anywhere else.
Service FAQs
Who do we contact if we have a problem during our 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.
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?
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
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.
What can we expect in a catered property?
The service details and inclusions vary from property to property. But in general, the ’standard’ format for a catered service at our ski chalets includes a private chef to prepare breakfast each morning and dinner on 5 evenings per week. This gives you 2 nights during the week to try the local restaurants or maybe order a takeaway.
Some properties include the cost of the food and some charge the food as an extra cost.
Menus can be tailored to your dietary requirements and preferences.
The details of the catered service for each property can be found on the individual property pages.
Activity FAQs
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.
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.
We're planning a wedding, can you help?
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.
Travel FAQs
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?
When we arrive, who will welcome us 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 we contact if we have a problem while travelling?
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.
The Finest Stays Start Here
Our expert advisers will curate a bespoke shortlist of the finest stays, tailored to your budget and preferences