Last update 18 March 2020
COVID 19 – Coronavirus
Mesures Pierre & Vacances
Given the decision of the relevant governments to close non-essential public places, Pierre & Vacances is obliged to close all their residences and villages from today Sunday March 15, 2020 until April 15, 2020.
We therefore have no choice but to curtail all current stays and for those who have an imminent stay this will no longer be possible and customers should not attempt to arrive.
We are in the process of informing all of our customers by text and email. Compensation will be in the form of a voucher redeemable towards a future stay.
If you have an upcoming reservation (from March 15, 2020 to April 15, 2020): your stay is being cancelled. Within 3 weeks we’ll send a voucher to the equivalent value of the stay. This will be redeemable until December 28, 2020 and valid for stays up until November 14, 2021.
We are aware of the inconvenience caused but we are facing an exceptional situation which requires exceptional measures.
We expect a large number of calls in the coming days. If your stay does not take place within the next 7 days, we ask you not to call our Customer Service immediately to enable us to help and respond to customers either currently in resort or for whom their upcoming stay is imminent. We thank you in advance for your patience and understanding and we’ll do our best to get back to you as soon as possible.
Rest assured that the safety and health of our customers, employees and partners are our top priorities. All our teams are sparing no effort and are fully mobilized to fully support you and any questions you may have in these exceptional circumstances. You can also count on our commitment as soon as possible to plan your rearranged stay.
Why have your residences and villages been closed?
We are applying the latest government directives concerning the closure of “non-essential public places”.
What is the situation for customers currently staying on your residences and villages?
Unfortunately, we have asked our customers to curtail their stay and return home. We are informing customers by text and email about the next steps.
Are customers reimbursed?
We are keeping our customers informed of the procedures by sms and e-mail. Compensation in the form of a voucher against a new stay is being offered to all our customers.
Must future customers inform us that they will not be coming?
All customers with a current reservation (from March 15 to April 15, 2020), do not need to take any action. Reservations are cancelled and within 3 weeks they will receive a credit to the value of their stay. This credit will be redeemable up until December 28, 2020 and is valid for stays up until November 14, 2021.
Have you added additional resources to your teams, for example in the Customer Service teams
All of our employee teams are working extremely hard to respond to our customer questions as quickly as possible. If your stay is not within the next 7 days, we ask you not to call our Customer Service immediately so that we can help and respond to the customers for whom the stay is in progress or imminent. We thank you in advance for your patience and understanding and we are doing our best to get back to you as soon as possible.
When do you expect to return to normal?
We will follow the government and health authority guidelines.
I would like to go to the Mountain from April 16, 2020 and I can’t book ?
Given the decision of the relevant governments to close non-essential public places, Pierre & Vacances has been obliged to close all their residences and villages. The reopening of our sites in the Mountain will be in July 2020.
I would like to go to Androrra from April 16, 2020 and I can’t book ?
Given the decision of the relevant governments to close non-essential public places, Pierre & Vacances has been obliged to close all their residences and villages. The reopening of our sites in Andorra will be in June 2020. The Grand Pas hotel will reopen next winter season.