FAQ Help
B2B Partner
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    04 79 75 75 22
    Hours

    Mon-Fri: 9am-6:30pm | Sat: 9am-5pm | Sun: 9:30am -01pm

FAQ

  • How do I cancel my booking?

    By sending an e-mail to serviceclients@vacanceole.com.
    Remember to include your file number. The date of receipt of the email will be taken as proof of the refund.

  • What if I opt to pay in several instalments?

    Upcoming payments will be cancelled. Any fees already paid will be refunded. A €30 fee (including administrative costs) will be charged for any booking of 4 days or more.

  • How long does it take to be refunded?

    The refund will be made within 7 working days of the date of receipt of the cancellation e-mail.

  • What supporting documents do I need to provide?

    No proof required !

  • Is your entire stay reimbursed?

    The insurance and the €30 fee (including administrative costs) are non-refundable and cannot be converted into a credit. In the event of a cancellation, payments made with holiday vouchers will not be refunded. As a goodwill gesture, a credit note may be issued in certain cases

  • Until what date can I cancel my stay free of charge?

    For stays of 1 to 3 nights:  Cancellation is free up to 8 days before arrival (after this period, 100% of the total stay amount will be charged as fees). 

    •  Examples: Cancellation by Day-8: - If arriving on 15/10, you can cancel until 07/10 at midnight.- If arriving on 21/10, you can cancel until 13/10 at midnight. 

     For stays of 4 nights or more: A €30 fee (including administrative costs) will be charged for cancellations up to 15 days before arrival (after this period, 100% of the total stay amount will be charged as fees). 

    •  Examples: Cancellation by Day-15:  If arriving on 15/10, you can cancel until 30/09 at midnight. -  If arriving on 21/10, you can cancel until 06/10 at midnight
  • How do the cancellation conditions work?

    Vacancéole takes care of you and offers you maximum flexibility for your stay:

    €30 fee (including administrative costs) for any cancellation. After this period, 100% of the stay amount will be charged as fees.

    •  Applies to Vacancéole residences
    •  Ski passes and equipment rentals refundable up to 14 days before arrival
    • No proof required

    Our teams are at your disposal to cancel your stay and help you find an alternative

     

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