FAQ

By sending an e-mail to [email protected].
Remember to include your file number. The date of receipt of the email will be taken as proof of the refund.

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.

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

No proof required !

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

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

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

Do you wish to change your place of residence, modify your dates or change the number of participants?
Contact us on +33 (0)4 79 75 75 20. Don't forget to bring your file number.

Our reservation service's schedules are likely to change depending on the season, please refer to the footer of the website to have the current schedules. For your comfort, we advise you to call between 11am and 4pm.

Pour annuler votre réservation : 

Toute annulation doit être immédiatement notifiée à VACANCÉOLE VOYAGES par lettre recommandée avec A.R ou par mail [email protected]. La date d’envoi du recommandé ou du mail fait foi. 

Si vous avez souscrit à l’assurance annulation : vous devez notifier votre annulation par e-mail : [email protected] avec les informations de votre réservation. Nous vous ferons parvenir les justificatifs d’annulation vous permettant de bénéficier de votre assurance.

We accept several different methods of payment for reservations made through our website and our call-center:

• Bank card and American Express card.
• Bank transfer (only with the call-center and with validation of a consultant)
• Bank or postal check up to 45 days before your arrival, only with the call-center (address for sending the check : 54, voie Albert Einstein - Parc d'activités Alpespace - 73800 PORTE DE SAVOIE)
• Connect vacation vouchers on the website. 
• Classic vacation vouchers to pay a deposit (via the call center only) and/or payment instalments.

On the website www.vacanceole.com:

• Log in to my account which is on the top right of all the pages of the site with your login and password;
• In the section my bookings, click on the icon to find all the documents relating to your booking (confirmation of option, confirmation of booking, information relating to your stay, notice of payment, invoice etc.).

By email or mail: The reservation or option confirmation is sent to you by email (or by mail if you do not have an email address).

On the website www.vacanceole.com:

• Connect to my account with your identifiers;
• In the section my bookings click on the icon of the reservation for which you wish to pay a deposit or the balance.

By telephone with a consultant:

• Contact us on +33 (0)4 79 75 75 20. Do not forget to have your file number. Please refer to our call center hours at the bottom of the page.
  

No, pursuant to Article L.221-28 of the French Consumer Code, the right of withdrawal is not applicable to the provision of accommodation, transport, restaurant and leisure services that must be provided on a specific date or according to a specific frequency.

No, you must purchase your insurance at the time of booking.

No, promotions are not retroactive.
You cannot take advantage of a promotional offer that occurs after you have made your reservation.

The application fee is 16 euros on the website and when you reserve by telephone with an advisor.

You have the possibility to make an option for a stay with an adviser by phone only.

For any reservation of additional services (car park, TV rental, bed linen, dogs...) you can contact the residence directly in order to book these services. They will be payable at the time of booking or on site at your arrival.

Half-board or full-board, ski passes and ski equipment can be booked on the internet or through your booking office at the same time as your accommodation. You can also add them before your stay with our central booking office.
You can consult the services included/not included on each page of our residences in the tab "rates and booking" under the price list.

For babies, the age taken into consideration is the age on the first day of the stay. An occupant is considered as a baby if he is less than 2 years old. A proof of age may be requested to validate these conditions of occupation.

A disabled accommodation is an accommodation suitable for disabled people.

Paper vacation vouchers and Connect vacation vouchers (note: e-holiday vouchers are not accepted): vacation vouchers must be valid at the time of use.

• Connect vacation vouchers are only accepted for payments made via our website vacanceole.com;
• Paper vacation vouchers must be made out to VACANCEOLE VOYAGES and sent to the address 54 Voie Albert Einstein Bâtiment ERIS, 73800 Porte-de-Savoie. It is advised to send them by secure mail (e.g. registered mail or Chronopost depending on the value of the vacation vouchers, please note that declared value shipments are not accepted). VACANCÉOLE VOYAGES cannot be held responsible in case of non-receipt due to the loss or theft of the vouchers.

In accordance with the regulations, no return will be made if the amount of the paper vacation vouchers is greater than the balance to be paid. In case of cancellation of the stay, the amount paid in vacation vouchers or Conneect vacation vouchers will not be refunded. A credit note for a future stay may be issued for commercial purposes and upon validation by an advisor.

• The ANCV Customer Relations Center can be reached from Monday to Friday from 9am to 6pm on 0 969 320 616 (free service + call charge). 
• You can also raise your question on the Holiday Voucher App under the heading Other > Contact us: fill in the form. You can exchange your ANCV CONNECT into physical ANCV via the following link: Beneficiary account - Step 1 | ANCV | Holiday voucher guide

NANR is a Non-Cancellable Non-Refundable package. If you select this option, you will be required to pay for your stay in full in one payment period. Once you have confirmed your reservation, you will not be able to change or cancel your stay. 100% of the fees will always be retained.

Yes, because the tourist tax is statutory. It must be paid to the commune, through VACANCÉOLE VOYAGES. It varies according to the place and the period of the stay and must be paid on site. You can find the amount of the tourist tax on the page of the establishment of the website, in the tab "Services".

• The RENTAL formula is a formula with accommodation only. Sheets and towels are not included. 
• The COMFORT formula includes accommodation, sheets, towels and cleaning at the end of the stay (except kitchen area)

Upon your arrival at the VACANCEOLE residence our reception team will ask you for an identity document and the name of the reservation holder. You can present your booking contract which you will have kept digitally or a paper version. 

We invite you to look at the arrival and departure times on these different media:

• On the Vacancéole website, on the establishment's page, in the "Practical information" tab;
• In your contract received after your reservation;
• In the e-conciergerie link you will receive before your stay. 

In case of late arrival or when the residence is closed, it is imperative to contact the residence to know the procedure for handing over the keys. You can find the residence's contact information and opening hours in our "Contact Residences" tab of this FAQ or in your rental contract.

Pets are welcome in most of our establishments. A picto "animal accepted" is present on the pages of the establishments accepting them. 

Depending on the length of your stay, a supplement will be requested when you make your reservation on the website, via our call-center or on site upon arrival. 

A maximum of one pet is allowed per accommodation. Regarding dogs, defense and attack dogs are prohibited (categories 1 & 2).

Services provided for Comfort Formulas or Non-Refundable Non-Cancellable Formulas:

• Sheets
• Towels
• End of stay cleaning (except kitchen and dishes)
• Television

Services provided for RENTAL formulas:

• Sheets, towels and end of stay cleaning are not included in your service.
• To find all the services available on your accommodation, go to the page of your residence which you will find under the headings SEA, MOUNTAIN, CAMPAIGN, CITY, SKI.

If you go to the village of the birds or to the domain of Camiole know that for all the formulas of stay the sheets and the towels of toilets are provided. Cleaning at the end of your stay, excluding the kitchen area, is also included.

Yes, a deposit is required on the day of arrival, ranging from 300€ to 900€ (depending on the destination). It must be paid by credit card only. You can find the amount of the deposit on the establishment's page of the website, in the "Services" tab.

It will be returned on departure, after payment of optional services and deduction of any costs retained for damage caused to the accommodation or equipment rented during the stay.  

An inventory of fixtures is planned on the day of departure. On arrival, the client will be asked to do it himself, and to inform the management or the person in charge of the reception on the same day of any defects found.

If you wish to have guests during your stay, you must make a request to the director of the residence. 

If your guests wish to sleep over, you will be asked to pay a supplement. But you will still need to obtain the residence's agreement beforehand. The site's reception team will check that the total number of people does not exceed the authorized standards for your accommodation. The safety of everyone is paramount. If this is the case, the site will offer a room to your guests according to its availability.

If you leave before the end of your stay, you will not be reimbursed. 
Depending on the reason for your departure and provided that you have subscribed to our GRITCHEN insurance, you could potentially benefit from a refund.

All Vacancéole wellness areas (hammam, spa and sauna) are forbidden to minors and pregnant women.

• Montagne Ski
• +33(0)7 63 49 16 11
• [email protected]
• 1265 route de Megève
• 74120
• PRAZ-SUR-ARLY
• FRANCE

• Campagne
• +33(0)5 19 99 40 30
• [email protected]
• 1 Route des Monédières
• 19800
• Meyrignac L'Église
• France

• Campagne
• +33(0)4 68 30 85 60
• [email protected]
• D121, Hameau de la Chazotte
• 63230
• Saint-Jacques-d'Ambur
• France

• Mer
• +33(0)2 99 80 33 33
• [email protected]
• Lieu-Dit L'Hôpital
• 35610
• Roz-sur-Couesnon
• France

• Mer
• +33(0)4 67 26 44 91
• [email protected]
• Av des Elysées
• 34350
• VALRAS PLAGE
• FRANCE

• Montagne Ski
• +33(0)4 58 00 51 56
• [email protected]
• Chemin de la Claparelle
• 38860
• Mont-de-Lans
• FRANCE

• Montagne Ski
• +33(0)4 58 00 51 56
• [email protected]
• 8 rue du Cairou
• 38860
• MONT DE LANS
• FRANCE

• Montagne Ski
• +33(0)4 68 30 85 30
• [email protected]
• 4 bis, avenue du Serrat de l'Ours
• 66210
• BOLQUERE
• FRANCE

• Montagne Ski
• +33(0)4 76 79 20 63
• [email protected]
• Route de Champamé
• 38860
• MONT DE LANS
• FRANCE

• Montagne Ski
• +33(0)4 79 24 38 79
• [email protected]
• Station de Doucy
• 73260
• Doucy
• France

• Montagne Ski
• +33(0)4 58 00 51 56
• [email protected]
• 1 rue de Tête Moute
• 38860
• LES DEUX ALPES
• FRANCE

• Mer
• +33(0)4 66 35 19 35
• [email protected]
• 55, rue du Taillevent
• 30240
• LE GRAU DU ROI
• FRANCE

• Mer
• +33(0)4 93 47 20 02
• [email protected]
• 108 rue de la Pinéa
• 06210
• MANDELIEU LA NAPOULE
• FRANCE

• Montagne Ski
• +33(0)4 92 83 00 33
• [email protected]
• Résidence Central Park
• 04260
• LA FOUX D'ALLOS
• FRANCE

• Montagne Ski
• +33(0)4 58 00 51 56
• [email protected]
• 9 route du Champamé
• 38860
• LES 2 ALPES
• FRANCE

• Montagne Ski
• +33(0)4 58 00 51 56
• [email protected]
• 117 Avenue de la Muzelle
• 38860
• LES DEUX ALPES
• FRANCE

• Montagne Ski
• +33(0)4 58 00 51 56
• [email protected]
• 7 rue de Côte Brune
• 38860
• Les 2 Alpes
• France

• Ville
• +33(0)2 96 85 54 80
• [email protected]
• 37 Rue Louise Weiss
• 22100
• DINAN
• FRANCE

• Montagne Ski
• +33(0)4 50 18 08 78
• [email protected]
• Le Caton
• 74440
• MORILLON
• FRANCE

• Montagne Ski
• +33(0)4 85 58 08 69
• [email protected]
• 316 Chemin du Front de Neige
• 74440
• MORILLON
• France

• Montagne Ski
• +33(0)5 36 07 00 38
• [email protected]
• 14 Allée d'Etigny
• 31110
• LUCHON
• FRANCE

• Mer
• +33(0)2 97 43 74 30
• [email protected]
• Espace Atlanparc 6 rue Camille Claudel
• 56890
• PLESCOP
• FRANCE

• Mer
• +33(0)5 64 11 57 45
• [email protected]
• Chemin de la Montagne
• 40440
• ONDRES
• FRANCE

• Montagne Ski
• +33(0)4 58 00 51 56
• [email protected]
• 38 avenue Muzelle
• 38860
• MONT DE LANS
• FRANCE

• Mer
• +33(0)4 12 04 29 20
• [email protected]
• 395 boulevard de la plage de l'Argentière
• 83250
• La Londe Les Maures
• FRANCE

• Mer
• +33(0) 4 49 23 02 63
• [email protected]
• Impasse des Sargasses
• 34300
• CAP D’AGDE
• FRANCE

• Montagne Ski
• +33(0)4 76 94 00 90
• [email protected]
• 270 Chemin de la Croix Margot
• 38250
• VILLARD DE LANS
• FRANCE

• Montagne Ski
• +33(0)4 79 24 38 79
• [email protected]
• Station de Doucy
• 73260
• Doucy
• France

• Mer
• +33(0)4 68 30 85 68
• [email protected]
• 61 rue des pattes rouges
• 34410
• Sérignan
• France

• Montagne Ski
• +33(0)4 79 05 33 66
• [email protected]
• 310, Rue du Cheval Blanc
• 73500
• VALFREJUS
• FRANCE

• Montagne Ski
• +33(0)4 58 00 51 56
• [email protected]
• 3 rue des Vikings
• 38860
• LES 2 ALPES
• FRANCE

• Campagne
• +33(0)4 50 45 71 65
• [email protected]
• 1 chemin des coves
• 74210
• GIEZ
• FRANCE

• Montagne Ski
• +33(0)4 79 00 57 50
• [email protected]
• Rue du Val Claret
• 73320
• TIGNES VAL CLARET
• FRANCE

• Campagne
• +33(0)5 53 07 03 69
• [email protected]
• Avenue du Cingle
• 24620
• LES EZNIES DE TAYAC
• FRANCE

• Mer
• +33(0)4 93 08 66 39
• [email protected]
• 1 av de Passau
• 06800
• CAGNES SUR MER
• FRANCE

• Mer
• +33(0)4 67 30 98 85
• [email protected]
• Prom. de l'Ancien Stade
• 34440
• COLOMBIERS
• FRANCE

• Mer
• +33 (0)2 21 81 06 55
• [email protected]
• Boulevard de la Mer
• 29217
• Plougonvelin
• France

• Campagne
• +33(0)4 94 39 54 01
• [email protected]
• 991 route de Fayence
• 83440
• CALLIAN
• FRANCE

• Campagne
• +33(0)4 75 88 11 33
• [email protected]
• 6120 Route des Gorges Hameau de Chames
• 07150
• VALLON PONT D'ARC
• FRANCE

• Campagne
• 04 68 30 85 60
• [email protected]
• Confolant
• 63380
• Miremont
• France

• Campagne
• 0479757520
• [email protected]
• 91 route de Gondrin
• 32250
• Montréal du Gers
• France

• Mer
• +33(0)2 31 98 62 98
• [email protected]
• 560 Route de la Corniche
• 14640
• AUBERVILLE
• FRANCE

• Mer
• +33(0)5 58 78 88 62
• [email protected]
• 380 route Théophile Gautier
• 40160
• PARENTIS-EN-BORN
• FRANCE

• Campagne
• +33(0)5 55 93 18 05
• [email protected]
• Rue de la Vedrenne Lafont
• 19300
• EGLETONS
• FRANCE

• Mer
• +33(0)5 46 07 48 68
• [email protected]
• 123 Avenue du Clavier
• 17140
• LAGORD
• FRANCE

• Campagne
• +33(0)5 53 65 61 60
• [email protected]
• Le Pusocq
• 47230
• BARBASTE
• FRANCE

• Campagne
• +33(0)5 63 33 03 73
• [email protected]
• La Métairie Grande
• 81600
• RIVIERES
• FRANCE

• Mer
• +33(0)2 99 80 33 33
• [email protected]
• D797
• 35610
• ROZ-SUR-COUESNON
• FRANCE

• Montagne Ski
• +33(0)4 58 00 51 56
• [email protected]
• 16 - 18 route du Petit Plan
• 38860
• MONT DE LANS
• FRANCE

• Montagne Ski
• +33(0)4 79 20 43 30
• [email protected]
• La Curia
• 73450
• VALLOIRE
• FRANCE

• Campagne
• +(33)2 42 21 00 29
• [email protected]
• La coupure du Parc - 2 route de Thuet
• 37120
• CHAVEIGNES
• FRANCE

• Mer
• +33(0) 4 67 26 07 90
• [email protected]
• 4 Impasse de la Misaine
• 34300
• CAP D'AGDE
• FRANCE

• Montagne Ski
• +33(0)4 79 24 38 79
• [email protected]
• Station de Doucy
• 73630
• Doucy
• France

• Ville
• 04.12.04.65.60
• [email protected]
• RD 612 - 920 route de Sète
• 34430
• SAINT JEAN DE VEDAS
• FRANCE

• Campagne
• +33(0)4 79 63 77 73
• [email protected]
• Espace Sport et Nature du Fier
• 73310
• MOTZ
• FRANCE

• Montagne Ski
• +33(0)4 79 33 63 79
• [email protected]
• Les Déserts
• 73230
• LA FECLAZ
• FRANCE

• Montagne Ski
• +33 (05) 18 22 01 30
• [email protected]
• Balestas
• 65240
• Germ-Peyragudes
• France

• Campagne
• +33(0)4 94 84 54 16
• [email protected]
• 129, impasse des grandes terrasses
• 83440
• TOURRETTES
• FRANCE

• Montagne Ski
• +33(0)4 58 00 51 56
• [email protected]
• 112 Avenue de la Muzelle
• 38860
• LES 2 ALPES
• FRANCE

• Montagne Ski
• +33(0)4 79 05 33 66
• [email protected]
• Rue du 8 septembre
• 73500
• VALFREJUS
• FRANCE

• Montagne Ski
• +33(0)4 68 30 45 50
• [email protected]
• Route du Pla del Mir
• 66210
• LES ANGLES
• FRANCE

• Montagne Ski
• +33(0)4 92 83 83 14
• [email protected]
• Quartier du Pont de Labrau
• 04260
• LA FOUX D'ALLOS
• FRANCE

• Ville
• +33(0)3 26 55 36 10
• [email protected]
• 2, rue François Bonal
• 51200
• EPERNAY
• FRANCE

• Ville
• +33(0)3 26 55 36 10
• [email protected]
• 2, rue François Bonal
• 51200
• EPERNAY
• France

• Mer
• +33(0)4 68 89 59 95
• [email protected]
• L’Aspres, Route départementale 40
• 66200
• LATOUR-BAS-ELNE
• FRANCE

• Mer
• +33(0)4 48 07 20 83
• [email protected]
• 5 Impasse Edmond Brazes
• 66700
• ARGELES-SUR-MER
• FRANCE

• Campagne
• +33(0)4 90 36 10 83
• [email protected]
• 2015 Avenue Majoral Jouve
• 84810
• AUBIGNAN
• FRANCE

• Montagne Ski
• +33(0)4 76 34 89 88
• [email protected]
• 119 route de Pierre blanche
• 38650
• GRESSE EN VERCORS
• FRANCE

• Montagne Ski
• +33(0)4 23 32 30 70
• [email protected]
• Avenue Francis Ravel
• 06470
• GUILLAUMES
• FRANCE

• Montagne Ski
• +33(0)5 62 39 87 52
• [email protected]
• 3 chemin de Rioutor
• 65510
• LOUDENVIELLE
• FRANCE

• Mer
• +33(0)2 51 90 04 94
• [email protected]
• 20 Rue Joseph Benatier
• 85100
• LES SABLES D'OLONNE
• FRANCE

• Campagne
• +33 (0)4 51 26 30 07
• [email protected]
• Ventuel
• 42440
• Saint-Jean-la-Vêtre
• France

• Mer
• +33(0)2 30 15 00 00
• [email protected]
• 10 Rue Croix Sayé
• 29930
• Pont-Aven
• France

• Mer
• +33(0)5 56 26 10 10
• [email protected]
• 22 Avenue de la Plage
• 33680
• LACANAU
• FRANCE

• Mer
• +33(0)2 98 26 56 65
• [email protected]
• Rue d’Ys –1, Kervengard Pentrez
• 29550
• SAINT NIC
• FRANCE

• Montagne Ski
• +33(0)4 12 04 29 19
• [email protected]
• Chemin du col de Maronne
• 38142
• Auris-en-Oisans
• France

• Mer
• +33(0)4 12 04 65 57
• [email protected]
• Route Territoriale 10
• 20145
• SARI-SOLENZARA
• FRANCE

• Montagne Ski
• +33(0)4 58 00 51 56
• [email protected]
• 1 Place des Deux Alpes
• 38860
• Mont-de-Lans
• France

• Mer
• +33(0) 4 67 26 07 90
• [email protected]
• 4 Avenue des Alizés
• 34300
• CAP D’AGDE
• FRANCE

• Montagne Ski
• +33(0)4 58 00 51 56
• [email protected]
• 7 rue des Sagnes
• 38860
• LES 2 ALPES
• FRANCE

• Montagne Ski
• +33(0)5 62 99 62 81
• [email protected]
• Station de Peyragudes Pied des pistes
• 65240
• PEYRAGUDE
• FRANCE

• Montagne Ski
• +33(0)4 58 00 51 56
• [email protected]
• Rue du Ser Palor
• 38860
• LES 2 ALPES
• FRANCE

• Ville
• +33(0)5 62 22 20 07
• [email protected]
• 2 Rue de Gascogne
• 31330
• MERVILLE
• FRANCE

• Montagne Ski
• +33(0)4 58 00 51 56
• [email protected]
• 2 rue de la Claparelle
• 38860
• LES DEUX ALPES
• FRANCE

• Mer
• +33(0) 4 67 26 07 90
• [email protected]
• Impasse Intendant Bezons
• 34300
• CAP D’AGDE
• FRANCE

• Montagne Ski
• +33(0)4 58 00 51 56
• [email protected]
• 28 Avenue de la Muzelle
• 38860
• LES 2 ALPES
• FRANCE

• Mer
• +33(0) 4 67 26 07 90
• [email protected]
• Rue JP Poumayac
• 34300
• CAP D’AGDE
• FRANCE

• Mer
• +33(0)4 95 34 00 73
• [email protected]
• Moriani Plage, T10
• 20230
• SAN-NICOLAO
• FRANCE

• Mer
• +33(0)2 19 23 00 58
• [email protected]
• Route Cotiere
• 56520
• Guidel
• France

• Campagne
• +33(0)7 67 21 16 60
• [email protected]
• 640 route de Pernes
• 84450
• Saint-Saturnin-lès-Avignon
• France

• Mer
• +33 (0)6 22 25 40 28
• [email protected]
• 1 Avenue de la Petre
• 40140
• Soustons Plage
• France

• Montagne Ski
• +33(0)4 58 00 51 56
• [email protected]
• 1 RUE DES SAGNES
• 38860
• LES 2 ALPES
• FRANCE

• Montagne Ski
• +33(0)4 58 00 51 56
• [email protected]
• 15 rue des Sagnes
• 38860
• Les 2 Alpes
• FRANCE

• Montagne Ski
• +33(0)4 92 53 45 44
• [email protected]
• 1045 route de Chérine - Pélinche
• 05600
• RISOUL
• FRANCE

• Mer
• +33(0)2 28 14 12 18
• [email protected]
• 49, Rue Anatole France
• 85360
• LA TRANCHE SUR MER
• FRANCE

• Montagne Ski
• +33(0)4 58 00 51 56
• [email protected]
• 13 Avenue de la Muzelle
• 38860
• MONT DE LANS
• France

• Montagne Ski
• +33(0)4 49 23 00 25
• [email protected]
• 144 Chemin des Bergers
• 73530
• Saint-Sorlin-d'Arves
• France

• Montagne Ski
• +33 (0)4 84 74 97 20
• [email protected]
• Station 1850 - Rue Bellevue
• 05170
• Orcières Merlette
• France

• Campagne
• +33(0)4 68 48 87 01
• [email protected]
• Route du Lac
• 11200
• HOMPS
• FRANCE