Question 1

How to pay my booking?

Accepted Answer

You are able to pay for your vacations using most major credit card: Visa, Eurocard / Mastercard and American Express.
If your departure date is in more than 30 days, you will be able to pay 30% of your stay at the time of booking and pay the balance 30 days prior to arrival.
If your stay is scheduled in less than 30 days, the full amount will be required to confirm your stay. To guarantee your security and ensure better confidentiality, your credit card number and all the information entered in the various forms, are automatically encrypted. You can verify that you are on secure pages by making sure that the url addresses start with https: (compared to http: for the rest of the site).

Access our secured payement page https://my.pierreetvacances.com/simplebooking/gb-en/login

Question 2

How can I book my vacation?

Accepted Answer

You can book directly online on our website, availability is displayed in real time and our payment area is secure.

You can also contact our travel specialist at 0870 0267 145 from the UK (National rates from landlines) or +33 (0)1 73 01 85 66, monday to friday 08:00 - 19:00 GMT and satuday which is 08:00 - 18:00 GMT. They will be more than happy to assist you finding the perfect destination for you or you can choose to click here to send us an email.

Question 3

I have questions about a booking made through a third party?

Accepted Answer

Our travel specialists are more than happy to answer any questions you might have regarding the residence and the services we offer.
On the other hand, they won't be able to assist on matter such as amending, canceling or refunding your booking.

To get assistance on those topics, kindly contact our partner directly.

Question 4

How can I amend my booking?

Accepted Answer

Stays in metropolitan France and Martinique starting before 30/11/2020 inclusive are automatically cancelled. More details here

For stays from 01/12/2020, if you wish to modify your stay, please do not hesitate to contact one of our travel from Monday to Friday, from 9am to 8pm and on Saturday from 9am to 7pm.
- From UK: 0870 0267 145 (National rates from landlines)
- International number: +33 (0)1 73 01 85 66 (English speaking advisor)

Please note that your reservation will determine the conditions and possible charges. For more details, please refer to the General Terms and Conditions of Sale.

Question 5

How can I cancel my booking?

Accepted Answer

How can I cancel my booking?

1) Refer to the compensation policy here in order to verify that your rate or your situation allows you to cancel.

2) You can:
- Online : in your personnal account, if your reservation is at the flexible rate and has been paid by credit card, you can cancel it in a few clicks in your personal account until the indicated deadline. Go to the section "My bookings" > "Booking details and services included", then click on "Do you wish to cancel your stay? ». - By phone : contact us at the number indicated here from Monday to Saturday. - By mail : send us a letter to the following address: L'Artois - Espace Pont de Flandre, 11 rue de Cambrai 75947 PARIS CEDEX 19 FRANCE
(The date of receipt of the letter determines the date of cancellation and the calculation of the cancellation fee).

2) We will then inform you of any cancellation fees withheld and you will be able to validate the final cancellation of your stay.
You can also consult the cancellation fee calculation schedule in our General Terms and Conditions.
In case of refund, a credit card credit or bank transfer will be made. 3) Once your reservation has been cancelled, a cancellation invoice will be sent to the email address indicated on your reservation. 4) If you have taken out a Cancellation Pack or Full Pack insurance with your holiday booking, you can contact Europ Assistance to have the penalty fees retained by Pierre & Vacances refunded on presentation of the cancellation invoice.

How can I receive my compensation from Europ Assistance?

- Report your claim within 5 days of cancellation on the dedicated website https://pierreetvacances.eclaims.europ-assistance.com
- Indicate your reservation number received by email at the time of your stay purchase.
- Prepare the proof of the reason for your cancellation as well as the cancellation invoice received in advance.
- Follow the instructions on the site to validate your claim. If necessary, you can contact Europ Assistance directly by email: claimspierreetvacances@roleurop.com or by post: RDI Europ Assistance GCC Parc de la Chênaie 505, rue Claude Bernard 62320 Rouvroy FRANCE.

Question 6

When will I receive my travel document?

Accepted Answer

The confirmation is sent to you via email the day following your booking.

Once your booking is fully paid, you receive your travel documents via emys prior totween 30 and 10 days prior to your departure. If your stay starts in less than 10 days kindly call us at at 0870 0267 145 from the UK (National rates from landlines) or +33 (0)1 73 01 85 66, Monday to Friday from 8 AM to 6PM BST and on Saturday from 8 AM to 4 PM BST.

Question 7

How to request my invoice?

Accepted Answer

We will send you an invoice, once your stay is completed. May you have any questions or need to request an invoice, kindly send your request to our accounting departement via this form https://contactariane.pierreetvacances.com/en-en

Question 8

Can I use the residence's facilities and activities after checking out of my accommodation on departure day?

Accepted Answer

You can still enjoy all our activities and facilities for the remainder of your departure day, including the swimming pool, playgrounds, restaurants, and other à la carte activities. ????
Please note: We do not offer a luggage storage service. We kindly ask you to keep an eye on your belongings while enjoying the residence's facilities and activities.

How can we assist you during your travels?

How can we assist you during your travels?