Frequently asked questions

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  • About Maison Sport

    • What is Maison Sport?
    • How does Maison Sport work?
    • Is Maison Sport free of charge?
    • Where is Maison Sport available?
  • Instructor qualifications

    • What qualifications do the Instructors have?
    • Are the instructors listed on Maison Sport qualified to work in France?
  • Booking lessons

    • How do I book?
    • Why can’t I find an instructor in my preferred resort?
    • My desired instructor has no reviews – Why?
    • Is the price per hour or per person?
    • What if I have a question about a lesson before making a booking?
    • How can I speak to an instructor once a lesson has been booked?
    • What do I do if I want to change the start time of my lesson?
    • Where do I meet my ski instructor?
    • Where can I find my instructor’s phone number?
    • Why are there no instructors available?
    • Is a booking binding?
    • Can I make various bookings at the same time?
  • Payments

    • When do I pay for my lessons?
    • Which payment options can I use?
    • Are there any Maison Sport fees if I book an instructor?
    • When will my card be charged?
    • How does Maison Sport process payments?
    • Can I change the currency I pay with?
    • Is my payment secure?
  • After sending a booking request

    • How long does it take to get an answer to my booking request?
    • What happens after the instructor has accepted my request?
    • My booking request was declined by the instructor– what can I do?
    • What happens if the instructor does not answer my request?
    • What can I do if the instructor does not show up to the lesson?
  • Booking cancellation

    • Can I cancel a booking with an instructor?
    • Where can I see the Maison Sport cancellation policy?
  • Reviews

    • Who can give reviews?
    • How can I leave a review?
    • What do I have to consider when leaving a review?
    • Can I edit or delete a review after I submitted it?
  • Other- customer account

    • How do I reset my password?
    • Which internet browsers work best with Maison Sport?
    • How can I delete or deactivate my Maison Sport account?
    • I had a problem during a lesson, how do I talk to Maison Sport about it?
    • How can I get in touch with Maison Sport?
    • I found an error on the website – who should I contact?
    • Are there penalties for misuse of the platform?
  • About Maison Sport
    What is Maison Sport?

    Maison Sport is an online platform and mobile app to search and book ski or snowboard lessons. Thanks to the direct contact with instructors, that Maison Sport offers, you will always know and be able to decide exactly what it is that you are booking.

    How does Maison Sport work?

    Maison Sport allows you to find independent ski or snowboard instructors from any ski resort across France, Italy and Switzerland and get in touch with the instructor(s) directly. Simply search and book online!

    Is Maison Sport free of charge?

    Signing up to Maison Sport is free of charge for all customers. Maison Sport will however retain a booking fee once a booking is made.

    Where is Maison Sport available?

    We are currently in all resorts across France, Italy and Switzerland but we will be adding more countries soon!

  • Instructor qualifications
    What qualifications do the Instructors have?

    All instructors that are advertised on Maison Sport have achieved the highest level of qualification from their respective national systems of ski and snowboard Instruction. Each instructor has completed numerous courses and modules for their licenses such as:

    • Teaching and technical diplomas for skiing or snowboarding
    • European mountain safety courses
    • Euro speed test

    To receive their licenses, instructors are also required to have up to date documents including -

    • Criminal record check
    • First aid certification
    • Annual medical health check
    Are the instructors listed on Maison Sport qualified to work in France?

    We verify all instructors with the French Governement Department of Sport, to ensure they have their 'Carte Professionnelle License'. This gives them the legal right to work in France, as they have proved that they have the highest level ski qualification, a first aid certificate and criminal record disclosure.

  • Booking lessons
    How do I book?

    To book a lesson: simply enter the dates you’re interested in, select a resort and your preferred activity (ski or snowboard). A list of available instructors will then appear. From there you can view the instructor profiles and then message your instructor of choice or make a booking directly. The booking will be confirmed or declined by the instructor.

    Why can’t I find an instructor in my preferred resort?

    New instructors are continually signing up to Maison Sport, we already have good coverage in many of the larger ski resorts in France, Italy and Switzerland. If you cannot find an instructor your preferred resort, please contact us by email at hello@maisonsport.com and we will do our best to assist you in your search for an instructor.

    My desired instructor has no reviews – Why?

    It’s likely the instructor has only recently registered on Maison Sport and therefore hasn’t delivered any lessons via Maison Sport yet. It’s important to note that missing reviews are no indication of the quality of the instructor’s service, we would recommend sending the instructor a message if you have any concerns or would like to learn more about them.

    Is the price per hour or per person?

    The price displayed on an instructor’s profile is the price per hour, generally the price does not change if there is more than one person taking part in the lessons. Instructors control their own pricing, so at their discretion they may increase the price if there are more than 3 people taking part in the lesson.

    What if I have a question about a lesson before making a booking?

    You can get in touch with the instructor directly if you have any questions about lessons prior to making a booking. To contact the instructor, just click on the “Send Message” button on the instructor’s profile.

    How can I speak to an instructor once a lesson has been booked?

    On each instructor profile there is a “send message” button, by clicking this button it allows you to talk to the instructor using the Maison Sport messaging system. Once a lesson has been confirmed the instructor’s phone number will become visible, although we recommend using the messaging system for all communication.

    What do I do if I want to change the start time of my lesson?

    Contact the instructor you have booked with through Maison Sport’s messaging system and explain why you would like to move the lesson and to what time. The instructor will then inform you if it is possible to change the start time.

    Where do I meet my ski instructor?

    You can arrange the meeting point with your chosen instructor by using the Maison Sport messaging system. We recommend agreeing this before you book your lessons, but it can always be arranged at a later date. The instructor should be able to suggest somewhere that is convenient for you both.

    Where can I find my instructor’s phone number?

    Your instructors phone number is only shown once a booking has been confirmed, the number is shown below their photo in your booking overview.

    Why are there no instructors available?

    During certain weeks of the season ski instructors will be very busy and will therefore not show up during searches. Instructors are signing up all the time though, so please check again soon.

    Is a booking binding?

    As soon as the instructor confirms your booking request, the booking is binding for you and the provider. Cancellation is always possible – but depending on your instructor’s cancellation policy you may or may not receive a refund or part of a refund.

    Can I make various bookings at the same time?

    Please be aware that all booking requests become binding as soon as the instructor accepts them. We recommend that you wait for the instructor’s answer before sending the next booking request.

  • Payments
    When do I pay for my lessons?

    For a booking to be confirmed, payment must have been made. To make a booking request you will be required to enter your card details and by clicking ‘pay with card’ the request will go to the instructor. If the instructor accepts your booking request your card will be debited for the full amount payable, if they decline then no charge is made. The funds are then held securely by our payments provider until the lesson has taken place. The instructor is paid automatically 24 hours after the lesson has taken place.

    Which payment options can I use?

    Visa (credit/debit), Mastercard (credit/debit), Carte Bleue (credit/debit)

    Are there any Maison Sport fees if I book an instructor?

    Yes - if you are a customer and make a booking through the site we add on a service fee of 7% to the instructor’s lesson price.

    When will my card be charged?

    If you have sent a booking request to an instructor, your credit card will not be charged until the provider accepts the booking request. If the provider refuses the booking, your card will not be charged.

    How does Maison Sport process payments?

    Maison Sport uses Mango Pay for payment processing, who also hold booking funds securely, until the lessons have taken place.

    Can I change the currency I pay with?

    No, lesson prices are set in the currency of the country where the lessons are due to take place. Bear in mind that if your account is in a different currency to the one you are due to pay with, then your provider or third party payment processor may charge a currency conversion fee.

    Is my payment secure?

    Yes, the online data transfer is of course SSL-encrypted according to the highest security standard. The payment process is handled by a professional payment service provider, Maison Sport does not store any credit card data.

  • After sending a booking request
    How long does it take to get an answer to my booking request?

    Our instructors usually react quickly to requests. However, they have a maximum of 72 hours to respond. If you have not received a response within 24 hours, please contact Maison Sport at hello@maisonsport.com and we will get in touch with the instructor.

    What happens after the instructor has accepted my request?

    As soon as the instructor has accepted your request, the booking becomes binding. Your credit card will be charged and you will receive a confirmation email. If you have questions for the instructor, you can log in to your Maison Sport account and send him a message. The instructor’s phone number will also become available to you once the booking is confirmed.

    My booking request was declined by the instructor– what can I do?

    The instructor is probably already fully booked on this day and may have not had a chance to update the Maison Sport calendar yet. Please just try again with an alternative instructor.

    What happens if the instructor does not answer my request?

    If the instructor does not reply within 24 hours, please contact us directly at hello@maisonsport.com. We will get in touch with the instructor and, if necessary, help you find an alternative. After 72 hours, if an instructor has still not answered the booking request will automatically expire and get declined – You will not be charged if this is the case.

    What can I do if the instructor does not show up to the lesson?

    Please confirm the meeting point with the instructor in advance and try to reach the instructor directly – the instructor’s phone number will be available to you once a booking is accepted. Otherwise please contact Maison Sport immediately and we will do our best to help you.

  • Booking cancellation
    Can I cancel a booking with an instructor?

    Yes, you can do this from within your user area, just click cancel booking. Reimbursement is calculated in line with the instructor’s cancellation policy, so make sure you check it first!

    Where can I see the Maison Sport cancellation policy?

    Instructors choose their cancellation policies, they have a choice between flexible, moderate or strict. Their chosen cancellation policy is shown in their profile, just click it to see the full details.

  • Reviews
    Who can give reviews?

    Only customers that have had a lesson with an instructor can leave a review, this ensures all the reviews are from real customers with first hand experience of the instructor’s services, so can be trusted when you are trying to choose an instructor.

    How can I leave a review?

    After your lesson(s) you will receive an email reminding you to review your instructor. Simply click on the link provided in the email, and follow the steps described there.

    What do I have to consider when leaving a review?

    If you have booked an offer via Maison Sport, you have the possibility to leave your instructor a review. Reviews help other customers to choose an instructor and they present themselves better with positive reviews. Your review should be based on your personal experience and not on general experiences with the website, other instructors or employees of Maison Sport. Reviews may not be made by the instructor himself or by persons associated with him/her professionally or privately. We reserve the right not to publish negative recommendations or those that violate our terms of use or guidelines.

    Can I edit or delete a review after I submitted it?

    No, once you have sent the review no changes can be made. If you still wish to change it please contact us at hello@maisonsport.com.

  • Other- customer account
    How do I reset my password?

    If you've forgotten your password or are having trouble logging in to your Maison Sport account, click the ‘forgotten password’ link on the sign in page. Enter the email address you use for Maison Sport, and you'll be emailed a link to reset your password.

    Which internet browsers work best with Maison Sport?

    Maison Sport works best with the most up to date internet browsers, but as a minimum will support the following versions of browsers or newer: IE 9, Chrome 22, Safari 6, Firefox 17, Opera 12

    How can I delete or deactivate my Maison Sport account?

    To delete your account, please send us a short email to hello@maisonsport.com. Of course, we would like to know what prompter you to make this decision.

    I had a problem during a lesson, how do I talk to Maison Sport about it?

    Click the ‘help me’ button from within the booking in your user area, you can then send Maison Sport a message detailing your problem and we will respond within 24 hours.

    How can I get in touch with Maison Sport?

    Please send us a message to hello@maisonsport.com.

    I found an error on the website – who should I contact?

    If you spot an error or ambiguity on maisonsport.com or you have a suggestion how to improve, please write us a quick message to hello@maisonsport.com.

    Are there penalties for misuse of the platform?

    Yes, we have carefully installed software to track the bull of any misuse of the Maison Sport platform. Any user found to be a persistent offender will be suspended from using the system.

Sorry no results are available for your question. Please detail your query in the contact form below and our customer services team will respond to you directly.

  • Who

    • Who can sign up as an instructor on Maison Sport?
    • Why should I sign up on Maison Sport?
    • Does Maison Sport only cater to ski and snowboard instructors?
    • How much does it cost to join Maison Sport?
  • Profile

    • How do I sign up on Maison Sport?
    • Will it cost me anything to make an instructor profile?
    • How do I change my Instructor Profile?
    • Where can I amend my Main Resort?
    • How can I improve my ranking in the search results?
    • What can I do to improve my profile and increase my bookings?
    • Can I choose which currency to offer my instruction services in?
    • I forgot my password – what can I do?
    • How can I change my email address?
    • How do I delete my Maison Sport account?
  • Calendar

    • Do I have to update my calendar?
    • If I amend my ‘Time slots’ page, what effect will this have on my calendar?
    • I am not available during certain periods and do not want any requests - what can I do?
    • I only want to teach in one specific resort on certain days, however I have several resorts listed on my profile - How can I change this?
  • How do handle my bookings

    • I received a booking request – what’s next?
    • Does it have a negative impact if I decline a booking?
    • How long do I have time to respond to a booking?
    • I confirmed a booking – what’s next?
    • Where can I find my customer’s phone number?
    • How do I leave my customer feedback after the lesson(s)?
  • Payment / ID

    • How do instructors get paid?
    • Do I get an invoice?
    • Why do I need to enter my bank details?
    • Why does Maison Sport need my passport?
  • Cancellation

    • Can I cancel a booking with a customer?
    • What happens to the payment if I cancel a booking with a customer?
    • What happens in case of a customer cancellation?
    • What do I do if I want to change my cancellation policy?
  • Who
    Who can sign up as an instructor on Maison Sport?

    Instructors that wish to sign up must have all the required paperwork to conform with national and local regulations. Instructors ‘self certify’ that they have the correct qualifications, clean criminal record, first aid certificate and third party liability insurance when they sign up to Maison Sport.

    Why should I sign up on Maison Sport?

    Maison Sport is a powerful marketing tool for instructors to increase their presence on the Internet and optimize their capacity. Maison Sport is already used by numerous instructors across France, Italy and Switzerland. Registration is free of charge.

    Does Maison Sport only cater to ski and snowboard instructors?

    Maison Sport currently only caters to ski and snowboard instructors, however we plan on expanding so keep an eye out for other winter activities, as well as summer activities coming up soon.

    How much does it cost to join Maison Sport?

    Registration and creation of a profile on Maison Sport is free of charge. Maison Sport works with a commission model where you only pay if you accept bookings and earn money with them.

  • Profile
    How do I sign up on Maison Sport?

    Just click on the “Instructor sign up” tab, at the top of the page. You’ll be given the choice to create an account by login in with Facebook, or by filling out the required fields. From there, simply click on the “Become an instructor” button at the bottom of the pop-out, and once you are re-directed you just have to follow the steps. You can create your Maison Sport profile within minutes. If you have any problems or questions, please do not hesitate to contact hello@maisonsport.com, we will be happy to help you.

    Will it cost me anything to make an instructor profile?

    No – we only charge a fee if you accept a booking, we take a 3% service fee, which is taken from the total amount you have charged for your lessons.

    How do I change my Instructor Profile?

    You can change your profile when logged in to your instructor area. Click on your name on the top right of your user area and click “My account”, then select “Personal details”. Once you have made any changes remember to click ‘Save changes’.

    Where can I amend my Main Resort?

    You need to login to your account and go to ‘My account’ and then ‘Personal details’ you can then amend your main resort and other resorts on offer.

    How can I improve my ranking in the search results?

    The ranking of search results is determined by the following factors, which you can influence:

    1. Completeness of profile and frequency of interaction
    2. Quality of your profile, description and pictures
    3. Response time and cancellation of requests
    4. Customer reviews

    In order to improve your position, you should update your calendar for the entirety of the winter season in a frequent manner, you should respond to requests as soon as possible, avoid cancellations of requests, improve descriptions for your profile and offers, upload high quality images and ask your customers for reviews.

    What can I do to improve my profile and increase my bookings?

    Describe yourself and what you offer in as much detail as you can. This will give your potential customer a good view on your experience, who you are as a person/instructor and how you work. Do not forget to motivate your customers to leave a review on your profile after completing your lesson(s) with them.

    Can I choose which currency to offer my instruction services in?

    No, your currency will be set automatically, depending on where you have chosen as your ‘main resort’, the currency is set to the standard currency used in the country that your ‘main resort’ is located in.

    I forgot my password – what can I do?

    If you forgot your password please click on the “Login” and then on “Forgot password”. Enter the email address you use for Maison Sport and you will receive an emai with a link to a page where you can set your new password.

    How can I change my email address?

    To change the email address you use for Maison Sport, simply log into your Maison Sport profile access your “Settings” section, and then scroll down to the “Update email address” section at the bottom of the page. Don’t forget to click on “Save changes” to ensure this has been changed.

    How do I delete my Maison Sport account?

    To delete your Maison Sport account, please send us a message to hello@maisonsport.com . Of course, we would like to know what prompted you to make this decision.

  • Calendar
    Do I have to update my calendar?

    Yes, an updated calendar will have a positive impact on your Maison Sport ranking in the search results. It will also help to minimize declines of booking requests and thereby make customers happy.

    If I amend my ‘Time slots’ page, what effect will this have on my calendar?

    When you select a day on your calendar your standard time slots will be shown, they all are automatically set to be available to customers and are only made unavailable if you uncheck the box or schedule time off. If you make a change to your availability in the calendar view then it is treated as an exception, so any amendments you then make on the ‘Time slots’ page will not apply to these days, so amending your standard time slots on the ‘Time slots’ page will only affect days that you haven’t made any changes to.

    I am not available during certain periods and do not want any requests - what can I do?

    Whilst logged in to your instructor area click on ‘Calendar’ in the menu bar. If you click and drag on the days/weeks you want to make unavailable and untick “available” this will stop you being shown up as available during searches. It will also be greyed out on your calendar.

    I only want to teach in one specific resort on certain days, however I have several resorts listed on my profile - How can I change this?

    On the days where you would like to change the resorts you’re offering your services in, you can access your calendar and simply click on the selected dates (remember you can click and drag to select several days in a row) and a pop-out will appear. From there you can amend the resorts you’d like to show in as, your timeslots, and your pricing.

  • How do handle my bookings
    I received a booking request – what’s next?

    If you receive a booking request, please accept or decline it as soon as you can. You can accept (or decline) a booking request by logging in to your Maison Sport account and navigating to “Bookings”. If you need any more details on the bookings, please send a message back to the customer directly.

    Does it have a negative impact if I decline a booking?

    Yes, declining booking requests will have a negative impact on your Maison Sport ranking. To avoid this and to not disappoint customers please keep your calendar up to date.

    How long do I have time to respond to a booking?

    You should aim to respond to requests as soon as possible but please be aware that a booking request will expire and get declined automatically after 36 hours.

    I confirmed a booking – what’s next?

    Please make sure you have communicated all the necessary details to the customer (meeting point, your contact information etc.). After the successful completion of your lesson(s) motivate your customers to leave a positive review via Maison Sport. The more positive reviews you receive, the more attractive your Maison Sport profile becomes to new customers.

    Where can I find my customer’s phone number?

    Your customer’s phone number is only shown once a booking has been confirmed, the number is shown below their photo in your booking overview.

    How do I leave my customer feedback after the lesson(s)?

    We encourage instructors to leave customers feedback, tips and advice after the lesson. You can do this by clicking on the details of the booking. You’ll then see a ‘Leave feedback’ tab.

  • Payment / ID
    How do instructors get paid?

    Instructors are paid 24 hours after the lesson has been completed. The funds are transferred into the bank account of their choice. This transfer can sometimes take between 24 – 72 hours.

    Do I get an invoice?

    Yes, you can download your invoice(s) by accessing the “Booking” area of your Maison Sport profile. On the bottom left of the screen you will find an “Invoice” section, where you can click on the “Download invoice” button.

    Why do I need to enter my bank details?

    In order to ensure a fast handling of payments, it is crucial that you complete the section “Payment details” immediately (including ID upload). In order to be able to transfer my money to you, we urgently need your bank account details (and a copy of your identity card). You can easily do both in your Maison Sport profile.

    Why does Maison Sport need my passport?

    This is required by our payment processor, Mango Pay, to comply with Know Your Customer banking regulations. If you have reached the max withdrawal limit of €2,500 (or currency equivalent), you must upload a copy of your passport.

  • Cancellation
    Can I cancel a booking with a customer?

    Yes, however Maison Sport may apply penalties to your profile if you can’t show that you had to cancel due to exceptional circumstances.

    What happens to the payment if I cancel a booking with a customer?

    Reimbursement is calculated in line with the cancellation policy you have selected when signing up to Maison Sport (i.e. Flexible, Moderate or Strict). Your chosen cancellation policy is shown on your profile, just click it to see the full details.

    What happens in case of a customer cancellation?

    If the customer cancels a confirmed booking, reimbursement is calculated in line with the cancellation policy you have chosen and which is displayed on your Maison Sport profile. If you are entitled to a cancellation fee we will make the respective transfer to your bank account and you will be informed via email.

    What do I do if I want to change my cancellation policy?

    You can change your cancellation policy in the ‘Settings’ section of your profile. However, please be aware you will need to click on ‘Save Changes’ for it to take effect, and the change will only affect future bookings. Any previous or on-going bookings will keep the cancellation policy which was in place at the time of the booking being made.

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