The 5 most frequent questions
How do I book?
You can book online (real time availability and secure payment)
Contact our call centre on 0870 0267 145 (UK only - national rate calls) or +33 1 58 21 55 50 (International callers not from the UK)
Monday to Saturday from 08:00 to 18:00 (UK time) 9:00 to 19:00 (FR time).
Call Centre is closed on Sundays.
Is booking online safe?
To guarantee your safety and ensure confidentiality of your personal data, your banking card number and all other information collected is automatically encrypted. You can make sure that you are on secure pages by checking that our web urls starts with https: (instead of http:).
How do I find a specific residence or destination?
If you know the name of the resort or residence, enter it in the free text box located at the top right of this page. For a more detailed search enter your holiday start date, duration, flexibility, prefered location (mountain, beach, country or city), country, and budget. This will provide you with a list of results which are available. You can sort these results by price, comfort or type of accommodation.
You can also search by map using the geographical search on the home page. Click on the area in which you wish to visit and then you see all our residences in that area.
How do I get all my booking information?
Once you confirm your booking online you will be shown your booking reference (please note this number!). You should also immediately receive a confirmation email of your booking. 1 month before your departure, you will receive via post further confirmation of your booking including all information on your stay: confirmation of your booking, details of services reserved, directions, check-in times and information required if you are bringing a pet.
Please make sure you give us the correct email and address so you don't miss out on this information.
How does check-in work?
For bookings of over a week check-in is at 17:00 on your date of arrival. For short break bookings, check-in is 14:00. If you plan to arrive late please check the reception opening hours in your booking pack. If you arrive early, we will try to enable you to check-in but cannot guarantee it. The reception will take your mobile phone number and text you when your accommodation is ready. Each residence has a reception which should be able to answer any questions you have. In most residences, for an additional charge, you should be able to obtain a safe to keep your valuables extra safe in your apartments
I've not booked yet
Do you have insurance?
Yes, Pierre & Vacances Group is able to cover all insurance needs via its partner Europ Assistance. The insurance services are available for residents of European Union, Andorra, Gibraltar, Liechtenstein, Monaco, Norway, San Marino and Switzerland. See booking pages for more information on different options available. Options now include guarantees for lack of sun or snow!
For further information call Europ Assistance: +33 (0) 1 41 85 93 61 or +33 (0) 1 41 85 93 61. In the event of cancellation please also call Europ Assistance and make sure you have all your information at hand to carry out your accident claim. You can also post a letter to EUROP ASSISTANCE, Sinistres Insurances Voyages, contract 53.789.536 M, 1 walk of the Cap, 92633 Gennevilliers cedex. This step must be carried out at latest 5 days following your cancellation.
Is there a loyalty programme?
Hopefully our programme for International customers will be ready very soon! There is a loyalty programme ins place for French customers. Contact our customer service team on
relations.client@pierre-vacances.frI've booked
Can I choose my accommodation?
Any request for specific accommodation must be made via our call centre or directly with the residence by telephone. Please make sure you have your reservation number handy.
How does check-in work?
For bookings of over a week check-in is at 17:00 on your date of arrival. For short break bookings, check-in is 14:00. If you plan to arrive late please check the reception opening hours in your booking pack. If you arrive early, we will try to enable you to check-in but cannot guarantee it.
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The reception will take your mobile phone number and text you when your accommodation is ready. Each residence has a reception which should be able to answer any questions you have. In most residences, for an additional charge, you should be able to obtain a safe to keep your valuables extra safe in your apartments.
How do I change my reservation?
You can modify your reservation (to add optional services, to change dates, etc) by contacting our call centre. Please make sure you have your reservation number handy. You can contact our call centre on on 0870 0267 145 (UK only - national rate calls) or +33 1 58 21 55 50 (International callers not from the UK) Monday to Saturday from 08:00 to 18:00 (UK time) 9:00 to 19:00 (FR time). Call Centre is closed on Sundays.
I've just been away with Pierre & Vacances
Can I be refunded services I paid for but didn't use?
We can not refund services paid for but not used unless they could not be delivered on site. If they were not available on the site please contact our client services team on
relations.client@pierre-vacances.frI wish to make a complaint?
I wish to make a comment?
Please tell us about your holiday via this email address:
relations.client@pierre-vacances.fr
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