Founder of MBM Chalets Matthew Burnford explores how, without transparency and attention to detail, your dream lifestyle investment can soon become draining, both financially and emotionally
For many, owning a luxury chalet somewhere like the Alps represents the pinnacle of lifestyle investment: a place for family, a retreat for friends and, potentially, a valuable income-producing asset. However, the latter requires careful management, and an increasing number of owners are questioning whether the traditional chalet management model is fit for purpose.
I have these conversations weekly. Not with disgruntled speculators or unrealistic first-time buyers, but with experienced owners who have invested millions into their properties and expect professional stewardship in return. What they describe is rarely one dramatic failure, but rather a series of disappointing experiences with misaligned management agencies and a gradual erosion of trust. It’s financially draining, emotionally frustrating and reputationally risky.
As chalet owners ourselves, we get it. In fact, it’s why we set up MBM Chalets in the first place. We care for every property as if it were our own. We understand that, like us, owners don’t want to be prescribed to, they want to be listened to. Crucially, every owner is different – this is not one size fits all – and management must reflect individual priorities, not a standard offering. It simply has to be a completely bespoke service.
When homes are treated like inventory
One of the most common frustrations is the sense that chalets are managed as interchangeable units rather than individual, high-value assets. Preventative maintenance slips, staff rotate too frequently, and knowledge of the property becomes shallow. Over time, this leads to accelerated wear, surprise capital expenditure, and a gradual decline in the very details that made the chalet special in the first place. A luxury chalet cannot be run like a hotel, it needs continuity, familiarity and care.
Incentives that don’t align with outcomes
Many agencies are paid regardless of performance. When income is guaranteed, accountability weakens. Prime weeks may be poorly sold or blocked entirely, underperformance is explained away as “market conditions,” and owners are left wondering why a seven-figure asset is being managed with so little urgency. As one owner put it to me recently: “They get paid whether the chalet works or not.” That perception isn’t the mark of a mutually respective relationship.
“Owners feel their asset is being passively maintained rather than actively grown”
Transparency shouldn’t be a luxury
Another recurring theme is poor transparency. Owners describe unclear financial reporting, unexplained costs, and learning about issues only after guests have departed, often when reputational or financial damage has already been done. In an era where real-time data is the norm, delayed or selective information is less of an oversight and more like a structural flaw.
The value of reputation in small Alpine communities
Weak guest vetting is an underestimated risk. Overcrowding, unsuitable groups, and neighbour complaints don’t just affect one season’s income, they can permanently damage a chalet’s standing within its village. For owners who value long-term relationships and discretion, this is often a breaking point. We recognise this and vet all our guests thoroughly, to ensure we secure the right people who will appreciate and respect the property.
False economies, staff management, and strategic oversight
Cutting corners on maintenance may save money in the short term, but luxury finishes demand specialist care. Cheap contractors, short-term fixes, and a lack of understanding of materials inevitably result in repeat repairs and aesthetic decline. Owners end up paying more to fix problems that should never have occurred.
Also, high staff turnover and weak training lead to irregular service and broken promises. In the luxury sector, inconsistency is remembered far longer than excellence. Poor reviews don’t just affect one winter, they can impact repeat bookings and long-term yield.
Perhaps the most fundamental issue is that many chalets are managed operationally, not strategically. There is little thought given to market positioning, revenue optimisation, or which upgrades genuinely increase yield. Owners feel their asset is being passively maintained rather than actively grown. For something so emotionally and financially significant, that realisation can be deeply unsettling.
In safe hands
Owners rarely change management agencies because of one bad season. They do so when they realise no one is truly looking after their home, their income, or their reputation, and when their concerns are met with defensiveness rather than partnership.
Those that own chalets are invariably cash rich, time poor, and value attention to detail – so do we. Ensuring owners feel confident that their property is cared for to the highest standard is crucial to our whole business model. Owners who come to us don’t leave.
Chalet ownership should be a pleasure, not a source of persistent anxiety. As the market matures, owners are becoming more discerning about who they trust with their most valuable assets. We invite and encourage dissatisfied owners to talk to us and take references – to understand that there is another, better way!
About the author
Matthew Burnford is Founder of MBM Chalets, a property letting and management company based in the heart of the 4-Vallées ski area. MBM Chalets serve both holiday guests seeking exceptional alpine experiences and property owners looking for trusted, high-quality care and rental services.