Last update May 12, 2021
COVID 19 – Coronavirus
Mesures Pierre & Vacances
Due to the COVID-19 epidemic we now find ourselves in exceptional and unprecedented circumstances.
Following the announcements of the various governments, we are working on the management of current and future reserves. We will contact you as soon as possible. In the meantime, please consult the FAQ, we recommend you to enter your customer account to know how to cancel or modify your reservation
The safety and health of our customers, employees and partners are our top priorities. All our teams are making every effort and are fully equipped to support and listen to you as efficiently as possible.
We remain alert to further developments and will inform you if the situation changes further if new decisions are taken.
Pierre & Vacances
1.The residence is closed?
In Spain and Andorra some residences remain open.
From May 07th we have new openings, visit our website and choose your destination in Spain & Andorra.
2. I have a stay in Spain or Andorra, what are the requriments for the stays?
Spain: Since 23 November 2020, anyone travelling to Spain by air or sea must present a negative PCR test, failing which they will be liable to penalties. The test must be carried out a maximum of 72 hours before arrival. Passengers must also fill in the form here.
Andorra: All clients, except those coming from Spain, France or Portugal, over 6 years old who stay 3 nights or more in Andorra will have to present a negative test. The test must be done at least 72 hours before arrival. PCR and MAT tests will be admitted.
Without a negative test, clients will not be able to stay in Andorra.
3. I have a stay in Spain or Andorra, what are the cancellation and modification conditions?
If you have a reservation for a stay in a residence that is open: you will receive an email and/or SMS so that you can manage the modification or refund of your reservation independently if you wish to change plans.
If you have a reservation for a stay in a closed residence: no action is required from you, you will receive an email and/or SMS so that you can manage the modification or refund of your reservation independently.
If you have booked through a partner, a travel agency or your works council, do not hesitate to contact them.
If you have booked your stay with a COVID voucher to pay for your entire stay, be assured that a new voucher will be returned to you, you will be credited within 2 or 3 weeks.
4. What is the compensation policy?
– For stays impacted by the second wave or government restrictions, we manage the affected bookings as follows:
o No action is required on your part, you will receive an email and/or SMS so that you can manage the modification or refund of your reservation independently.
– For stays impacted by the first wave or confinement, during the first confinement last March, we manage the affected reservations as follows:
o If your reservation was made before May 13, 2020 included, you are entitled to a voucher valid for 18 months from the date of issue.
o If your reservation was made after May 14, 2020 included, you must have received a refund of the total amount received. If you have not received a voucher, please contact our advisors to request a refund.
If you wish to cancel your stay for any other reason, please consult the terms and conditions of the general sales conditions that you have reserved.
5. What services and facilities are available during my stay?
For Spain and Andorra you can communicate directly with your residence to know the services that each one has according to the imposed recommendations.
If you have booked a service (catering, children’s clubs…) that is no longer available during your stay, you will be informed and reimbursed.
6. What measures have you introduced to guarantee my safety?
To guarantee a high level of safety, our safety experts and the health authorities have worked to implement additional hygiene and protection measures. Find out more about our Safety+ Charter, which has been certified by the Hygiacare Committee in France and HS Consulting in Spain et Andorra, independent body specialising in Health and Hygiene. Click here to view all the measures in our Safety+ Charter. click here
7. When will my refund request be processed?
Requests are processed manually by our teams who manage several thousand files over this period. Processing time is 6 to 8 weeks. Thank you for your understanding.
8. What should I do if I can’t reach customer service?
Due to the strong increase in calls, we advise you to log in to your customer account and follow the guidelines on how to cancel or modify your reservation.