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Frequently asked questions

Are pets accepted in the residences?

Pets are welcome in the majority of our residences. A supplement of €5/day or €25/week is required (€13/day in hotels). Pets are forbidden in the following residences:

- Saint Gilles Croix de Vie : Résidence des Fontenelles (Apartments, cottages and villas)

- Saint Hilaire de Riez : Résidence Les Mas de Saint Hilaire

- Saint Jean de Monts : Les Maison du Lac, Les Mas de Vertmarines , Le Domaine de Vertmarines

Are the kitchens fully-equipped?

In our apartments, villas and cottages, all kitchens are fully equipped with enough cutlery for the maximum number of occupants, saucepans, cafetiere, kettle, toaster, glasses, tumble dryer, bucket, broom, dustpan and brush, hob, microwave and fridge. Some kitchens also have dishwashers (please see accommodation descriptions for specific details).

Do your residences have disabled access?

Many of our residences have disabled access, both in communal areas and in the accommodation itself.

What booking charges are there?

When you reserve your holiday at MadameVacances.com, you will not be billed any booking charges except for at the following residences: Saint Gilles Croix de Vie, Saint Hilaire de Riez and Saint Jean de Monts (28-45€ according to type of accommodation).

How much does the rental of bed linen and towels cost?

Bed linen and towels are not included in our self-catered accommodation prices. At all of our sites you are able to rent bed linen and towels for the duration of your stay. A linen pack (including bed linen and a bath towel) is available at £8/10 Eu per person. The rental of bed linen and towels are included in the price: in Montpellier, in all our hotels, and some residences where specified, as well as for some weekend/short stay bookings.

Where can I find directions and reception opening hours for my accommodation?

If you click on the 'itineraries and maps' icon on the page about your accommodation, or on the 'information and services' tab of the homepage you will find all the information you need concerning your arrival.

What will I have to pay for when I arrive?

If you are renting a villa, chalet, apartment or cottage you will be asked for a deposit when you arrive. (260 Eu for cottages and apartments and 750-1000 Eu for chalets and villas). The deposit will be returned to you 15 days after the end of your stay. There is also a compulsory holiday tax to pay which is fixed by the local council (between 0.20-1.50 Eu per day per person).

What is an Early Bird offer?

Madame Vacances' Early Bird offer gives previous visitors a discount on bookings made for the next season:
- Bookings made 6 to 18 months before a vacation in the following season at the current season's rates
- Discounted booking.
- You only pay £150 when the booking is made.
- Madame Vacances gives you the choice of which accommodation you wish to stay in for no extra charge.
- Before the 31/12 (for bookings made for the following summer), or before the 30/06 (for bookings made for the following winter), your booking can be cancelled for no fee and the £150 is reimbursed.
- If your booking exceeds the dates corresponding to a cancellation being made for no fee, Madame Vacances will ask for a payment equivalent to 30% of the total amount of your stay. This 30% is to paid before the 01/01 for summer bookings and before 01/07 for winter bookings. The total amount for your stay is to be paid 30 days before arrival.

Is there another way to pay for my stay other than with my credit card?

Should you wish to settle your payment other than with a credit card online, you can contact our call centre on 0033 479 650 765. However, this means you will not necessarily benefit from the same prices and availability on offer on our website madamevacances.com.

Must I pay for my stay in full immediately?

At Madame Vacances we are mindful of our customers' needs and therefore suggest three methods of payment for you to chose from:

- Pay in two instalments : 30% part payment at the time of booking, and the balance one month before your arrival.

-Pay in three instalments: 30% at the time of booking (+15 euros in administrative costs to be paid when making the first payment), plus the balance in 2 separate instalments. The other two payments are to be settled between the date of the booking and one month prior to your arrival. The due dates are displayed at the time of booking.

-Pay for your stay in full. You will benefit from an immediate 15 euros reduction.
If your arrival date is less than 30 days away and/or the total cost of your booking is less than 200 euros, you must pay for your stay in one single payment at the time of booking.

Can I make a secure payment?

Thanks to our secure server PAY BOX we can guarantee complete reliability for all transactions. For this, we use the most reliable system of encryption available on the market, SSL: Secure Socket Layer.

This method of encryption is most commonly used on the internet to protect the transfer of data between a client and a server. It allows all bank transactions to be made in complete security. Furthermore, it is compatible with all the latest versions of internet browsers on the market.

When it comes to entering your confidential data, you will see two symbols - a key and a padlock. This certifies that the site is secured and that you can enter your card details in complete safety.

The SSL software crypts your bank details the moment they are entered. During the internet transfer, it is impossible to read them. We never have access to your bank details.

My card has been refused during my online payment, why?

Please check the following details and try to book again:


Ensure that you have entered the security number found on the back of the card (the last three numbers next to the signature).

Is there a limit you can not exceed on your account: Please contact your bank to verify this.

You are using one of the 3 types of card accepted by our system: CB, Visa, Mastercard.

If after 3 attempts you have not entered the correct card details, your booking is automatically refused and you will have to start again.

Please check that the card is valid and that the expiry date has been entered correctly.

If you are still unable to make your booking please contact us... (link to clients@madamevacances.com)

If you wish to have more information concerning the booking process click here.

Can I make a specific request during the booking process?

If you have a specific request, such as wishing to be on the ground floor, being in a specific apartment, having a garden, you must pay a supplement of 60 Eu. During your booking, you need to indicate your request in the box entitled "Specific Requests/Observations" and confirm that you agree to pay this additional charge.
One of our employees will contact you within 48 hours by email or by phone to confirm whether or not we can accommodate your request. If we are unable to meet your request during the booking process this will not be considered as a valid reason for cancellation and is subject to our general sales conditions.

Can I benefit from cancellation insurance?

We offer a cancellation guarantee option. Thanks to this option, in the eventuality that you cancel your booking, all payments already made will be reimbursed with the exception of an administrative fee of 35 Eu. This insurance cover operates and only functions in accord with the circumstances listed in our terms and conditions (Link to terms and conditions). Taking out insurance costs 4% of the total of your booking + 32 Euros fee.

When will my payment be debited from my account?

When booking online, the amount you pay will be debited within the next 24 hours following the payment process. The subsequent payments will be automatically executed unless you stipulate otherwise and after we have informed you in writing of the due dates specified during the initial booking.

When and how will I receive a receipt and travel documents?

You will receive your receipt and travel documents by email within two days of the last payment being made.

Is it possible to make a change to my booking after having paid?

It is possible to alter your booking (size of the apartment, number of people, special requests, dates) after payment depending on availability, upon agreement with Madame Vacances. Please call the call centre on 0033 479 650 765. There may be an administrative charge to be paid.

What happens if I cancel?

If your booking is cancelled, the following conditions apply:
Cancellations more than 30 days before arrival : 30% of the total amount of your stay.
Cancellations between 30 and 21 days before arrival: 45% of the total amount of your stay.
Cancellations between 20 and 8 days before arrival : 60% of the total amount of your stay.
Cancellations between 7 and 4 days before arrival: 90% of the total amount of your stay.
Cancellations 3 days or less before arrival: 100% of the total of your stay.

Can I wear swimming shorts in the pool at the residence?

No. For hygiene reasons, swimming shorts are forbidden in the pools at Madame Vacances residences (only speedos allowed).

Do you have any useful info before I travel?

Click here for passport and visa information.


Click here for general health information.


Click here for foreign Office advice.


Travel insurance - We suggest all clients ensure they have sufficient cover for travelling abroad. For travel and health cover, we suggest having a look with your usual insurance company or a specialist travel company.

What if my stay does not go 100% smoothly?

Complaints should be brought up in resort first. If the complaint is not resolved on site, please send details to us within 2 weeks of the end of your holiday and our customer services department will get back to you as soon as possible.

We are a Member of ABTA, membership number Y0107. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com. You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.

 

 

 

 

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