Last update : 20th November, 2020

COVID 19 – Coronavirus
Mesures Pierre & Vacances

Due to the COVID-19 epidemic we now find ourselves in exceptional and unprecedented circumstances.

Following the announcements of the various governments, we are working on the management of current and future reserves. We will contact you as soon as possible. In the meantime, please consult the FAQ, we recommend you to enter your customer account to know how to cancel or modify your reservation

The safety and health of our customers, employees and partners are our top priorities. All our teams are making every effort and are fully equipped to support and listen to you as efficiently as possible. 

We remain alert to further developments and will inform you if the situation changes further if new decisions are taken.

Pierre & Vacances


 
Q&A

I have a reservation starting between 29/10 and 30/11

1. The residence is closed?

During the period of confinement, all our establishments in continental France, Guadeloupe and Martinique are closed. In Spain and Andorra some remain open..

2. I have a stay in Spain or Andorra, what are the cancellation and modification conditions?

In Spain and Andorra, we follow the regional restrictions in force.

The following residences and villages are closed early:
– from 2 November for Salou.
– from 3 November for Almería Roquetas de Mar, Barcelona Sants, Benidorm Poniente, Mojacar Playa and Sevilla.
– from 8 November with reopening on 4 December for Pas de la Casa Princesa.

The residences in Andorra will be opened on the following dates.
December 4: Bordes d’Envalira, Pas de la Casa Princesa, Andorra Sunari Peretol, Degas.
December 18: Hotel Austria, Hotel Grand Pas, Pas de la Casa Alaska y Benidorm Poniente.

If you are concerned by a stay in one of these residences during these periods, no action is necessary on your part. You will be reimbursed for all services paid for (accommodation and any services). 

– The refund will be made by the same means of payment that you had used. If you had paid by credit card, you will be reimbursed by bank transfer. Otherwise, you will be asked to provide a bank account number for the other means of payment. 

– If you had paid part or all of your reservation with a credit note, you will be reimbursed with a new credit note. Any additional amount paid by other means of payment will be refunded by bank transfer. A RIB will eventually be asked for.

– If you have booked your stay with a fractioned payment, and you had some payment pending, you will receive by email within 48 hours, a new calendar with the cancellation of the pending terms.  The amounts already charged to your bank account will be automatically returned to you by transfer. If your bank card is on debit, this amount will be credited to your bank account at the end of the month.
 

This request is processed manually by our teams who manage several thousand files over this period. The processing time is 2 to 3 weeks. We thank you for your understanding.

3. When will my refund request be processed?

Requests are processed manually by our teams who manage several thousand files over this period. Processing time is 2 to 3 weeks. Thank you for your understanding.

4.  What should I do if I can’t reach customer service?

Due to the strong increase in calls, we advise you to log in to your customer account and follow the guidelines on how to cancel or modify your reservation.

I have a reservation after 01/12 included

1. My stay starts after 01/12/2020 included, can I modify or cancel my reservation?

For the moment, your stay is not affected, therefore the general conditions of sale apply, which you can find in your customer account.
In case the restrictions inherited with the Covid are intensified, you will be contacted for the cancellation and refund of your stay according to our conditions.

2. What measures have you introduced to guarantee my safety?

To guarantee a high level of safety, our safety experts and the health authorities have worked to implement additional hygiene and protection measures. Find out more about our Safety+ Charter, which has been certified by the Hygiacare Committee in France and HS Consulting in Spain et Andorra, independent body specialising in Health and Hygiene. Click here to view all the measures in our Safety+ Charter. click here

3. Are the swimming pools and water parks open in residences and holiday villages?

Most of the pools and water spaces will be open with limited capacity. This information can be modified according to the sanitary recommendations.

4. Are the restaurants are open in the holiday villages?

At present, all our restaurants are closed in Metropolitan France, Guadeloupe, Martinique, as well as in Spain and Andorra.  We will keep you informed of changes as the pandemic evolves.

5. I’d like to book a break over the next few months. What are the conditions for cancelling or amending my booking if I am affected by a situation related to Covid?

You may amend your booking free of charge (if this new booking is for an amount less than your initial stay, the difference will be reimbursed) or receive a refund for the entire amount paid (accommodation & any additional services including ski passes and equipment) regardless of the rate booked (Flexible or non-Flexible), if one of the following Covid-related situations applies:

     – Your destination residence or holiday village is  closed during the booking period or is in a Maximum Alert area
     – Government restrictions prevent you from travelling to your residence or village due to:

                o Lockdown in your home area or holiday destination
                o The closure of the border between your home country and your destination country
                o A quarantine period being imposed for holidaymakers travelling to your destination region
                o A recommendation from the government of your country against non-essential travel to the destination region.

     – You or a person travelling tests positive for Covid-19 with the RT-PCR test and must self-isolate during their stay. Proof of your test result will be required.
     – You must observe a quarantine period stipulated by a doctor. A doctor’s note will be required.

Your request must be made no earlier than 30 days before the departure date.

6. What are the various government travel restrictions related to Covid-19 that allow me to cancel or change my reservation without charge?

You may amend your booking free of charge (if this new booking is for an amount less than your initial stay, the difference will be reimbursed) or receive a refund for the entire amount paid (accommodation & any additional services including ski passes and equipment) regardless of the rate booked (Flexible or non-Flexible), if one of the following Covid-related situations applies:

     – Your destination residence or holiday village is  closed during the booking period or is in a Maximum Alert area
     – Government restrictions prevent you from travelling to your residence or village due to:

                o Lockdown in your home area or holiday destination
                o The closure of the border between your home country and your destination country
                o A quarantine period being imposed for holidaymakers travelling to your destination region
                o A recommendation from the government of your country against non-essential travel to the destination region.

     – You or a person travelling tests positive for Covid-19 with the RT-PCR test and must self-isolate during their stay. Proof of your test result will be required.
     – You must observe a quarantine period stipulated by a doctor. A doctor’s note will be required.

Your request must be made no earlier than 30 days before the departure date.