Welcome to our “Help” section. You can consult the most Frequently Asked Questions here. Just click on the questions that interest you. If you find no answer to your question, Click here.
Search for a stay on the PV Holidays website
My selection
The offers of the PV Holidays website
Brochures
Information about reservation
Booking cancellation
Payment
My order
Travel insurance
Technical assistance
Security
About the Pierre & Vacances group
Search for a holiday on the PV-Holidays website
What types of stays does the PV Holidays website offer?
The PV Holidays website offers you the possibility of choosing between several types of stays:
- Beach holidays, ski holidays, in the countryside or in the city
- Either in a hotel, residence or holiday village
- Short stays
- Last minute stays
- Early booking stays
- Theme stays
How do I find a holiday on the website?
To find a stay that matches your needs, you have 4 possibilities:
- Multicriteria search: just enter your desired location (seaside, mountains, countryside or city centre), your destination, your budget and your departure date. The site then offers you a series of results that you can sort by destination, formula, price or brand.
- Geographic search: this enables you to find your stay in the destination that you want. Click on the region that interests you.
- Advanced search: you must indicate your departure date, your destination, your holiday formula, the sports and leisure activities desired and your budget. The site then offers you a series of detailed results to meet your wishes.
- Theme search: this allows you to search for your stay based on the theme that you are going for (skiing, golf, thalassotherapy, city visit, nature, etc.)
My selection
How do I select a hotel, residence or village that I like?
To select a hotel, residence or village that you like, just click on “Add to my selection”.
How can I access my selection?
To access your selection, click on the “My Selection” tab on the top right of the Home page, then on “display all my selection”. This will give you the list of all the hotels, villages and residences that you have selected.
Can I sort my results?
Yes, you can sort the results of your selection by destination, formula, price or brand. Click on the sorting criterion that you want to use.
How do I sort my selection?
To help you to make your final choice, you have the possibility of sorting the hotels, residences and villages of your selection by giving each of them a score, for example from 1 to 5. Just roll your mouse cursor over the “Add to my selection” tab and click on the score that you wish to give.
What do the star ratings allocated to the hotels, residences and villages mean?
The stars ratings symbols used by Pierre & Vacances to guide you in your choice. We use them to establish a classification of our different hotels, residences and villages. To help you to make your choice, our classification is based on three specific criteria:
- The location: an assessment of the location of the residence, the quality of the natural setting, the proximity of services and activities.
- The residence: an assessment of the quality of the amenities and public areas as well as of the diversity of services and leisure activities proposed in the residence.
- The apartment: an assessment of the level of comfort, the functional aspects, the layout and the storage spaces.
These levels are indicated by different pictograms for each brand:
| Pierre & Vacances |
| Maeva |
| Résidences MGM |
| Latitudes hôtels |
The offers of the PV Holidays website
Are there any preferential rates offered on the PV Holidays website?
Yes, many preferential rates are offered on the PV Holidays website:
- the super offers
- the reductions (e.g. -20%)
- the last minute offers
- the early booking offers
What are the advantages of the last minute offers?
The last minute offers come with an attractive reduction of 15% to 40% depending on the season. You can make your reservation 15 or 7 days before the stay and they are updated on the PV Holidays website every Thursday. The “last minute” offers concern all the destinations (seaside, mountains, countryside or city centre). They can be reserved only on-line and with your credit card.
How do I receive information about the PV Holidays offers and keep up to date with the latest promotions?
To receive information about the PV Holidays offers and thus keep up to date with the latest promotions, just subscribe to our newsletter subscribe to our newsletter
What does a PV Holidays newsletter look like?
Click here
How do I cancel my subscription to your newsletter?
The newsletter is sent only to the people who have requested it. If you want to cancel your subscription, click here
Brochures
What do I do to view the different brochures?
To view the different brochures of the Pierre & Vacances group, just click on the “Brochures and services” tab on the top right of the Home page, then on “View the brochure”.
This action requires you to have Internet Explorer on your PC.
How do I order one or more brochures?
Click Here To access our brochure request form. Fill in the form with your particulars and you will receive the brochure within approximately two weeks.
Information about reservation
How do I reserve a stay on the PV Holidays website?
Reserving a stay on the PV Holidays website is simple! Just click on the “Reserve” link and follow the instructions.
Do I need my credit card to make a reservation?
Your credit card is not compulsory for reserving. You can also reserve with a bank cheque or a “cheque vacances” holiday voucher.
How do I purchase the content of my selection?
To purchase the content of your selection, click on “Reserve” and follow the instructions.
Payment
How is my payment made secure?
To guarantee your security and ensure greater confidentiality, our website uses the SSL 128 bits encrypting protocol. When information is transferred on the network, your credit card number and all the information entered in the different forms is automatically encrypted.
The SSL 128 bits encrypting system (Secure Socket Layer) automatically encodes the information before it is transmitted on the network. When it arrives on our server, it will be decoded with a single SSL key that enables your browser to make a connection with our website and negotiate transparently a secure channel of communication. Created by Netscape, SSL is now the most commonly used solution and one of the best for making transactions secure.
Can I pay for my stay otherwise than with my credit card?
Yes, we offer you the possibility of paying for your stay by bank cheque.
Your reservation is registered as an option lasting a maximum of 7 days from the date of the creation of your reservation.
- If your cheque is not received within 7 days, your reservation will be automatically cancelled without notice. Pierre & Vacances cannot be held responsible for any postal delays or those of any other operator, postal losses, strikes or transport delays.
- The total amount of the order is communicated to you in euros.
- Make out your cheque to: Pierre & Vacances
- The number of your order and your e-mail address must be written on the back of the cheque
- The address to send it to is:
Pierre & Vacances
Gestion des ventes
BP 291
75921 Paris cedex 19
You can also pay us by visiting one of our
Pierre & Vacances Maeva agencies
Important:
- If you decide to pay us by bank cheque, your account must be opened in a branch of a bank in France (Metropolitan or Overseas Departments or Territories).
- Your cheque must be made out in euros only.
What credit cards are accepted?
Many credit cards are accepted for the on-line payment of your stay:
- Visa
- Master Card
- American Express
- Diners Club
Must I pay for my stay in full immediately?
When you are making your reservation, you have three payment option:
1: To pay the total amount in full
2: To pay 25% today and the remaining 75% by direct debit 21 days before your holiday
3: To pay 25% today and the remaining 75% either by cheque or by credit card no less than 30 days before your holiday.
Should you choose this option, we invite you to visit the Payment website by clicking HERE
Should you fail to pay the balance on time, Pierre & Vacances reserves the possibility of regarding your reservation as cancelled and of applying the cancellation charge that is due.
What happens to the bank details that I enter on your website?
The security of your data is our top priority. Hence, they are processed with the greatest confidentiality.
I’m having difficulties ordering my stay on the website. What should I do?
If you have difficulties ordering your stay on the website, contact our reservation call centre
My order
How can I be sure that my order is confirmed?
Once you have confirmed your order on line, a confirmation number is displayed and you immediately receive an order confirmation at the e-mail address that you supplied.
In addition, you will receive a contract notification confirming the reservation at the postal address that you supplied.
What should I do if I don’t receive my confirmation e-mail?
Please contact us if you do not receive your confirmation e-mail reservation call centre
What should I do if I fail to receive the confirmation letter by post?
Should you fail to receive your contract notification by post, you can contact us to ensure that your reservation has been confirmed reservation call centre
If your on-line reservation has not been confirmed, for different reasons (invalid address or bank details), it may exceptionally be registered as a reservation option (an option number will given to you on the screen) which you can confirm within 7 days by contacting us.
How do I change my order?
If you wish to change your order, call us on one of the following numbers
reservation call centre. Don’t forget to have your reservation number ready.
How do I cancel my order?
To cancel your order, you must contact us by telephone or go into one of the Pierre & Vacances Maeva agencies reservation call centre
This cancellation must be confirmed to us by recorded delivery letter before the start of your stay, validated by the postmark date, sent to us at the following address:
Pierre & Vacances
L’Artois – Espace Pont de Flandres
11 rue de Cambrai
75019 Paris
What are the conditions for cancelling a stay?
If you advise us before the 30th day prior to your holiday, we will retain the administration charge initially paid and the premiums for any insurance policies taken out.
If you advise us after the 30th day prior to your holiday, we will retain the administration charge initially paid and the premiums for any insurance policies taken out plus the following percentages depending on the type of holiday booked:
- between 30 and 15 days prior to your arrival: 25% *
- between 14 and 8 days prior to your arrival: 50% *
- 7 days or less prior to your arrival: 100% *
* of the total cost of the accommodation.
For the conditions attached to the formulas including air transport: see the Terms of Sale
What written trace must I keep of my reservation on the Internet?
Once you have ordered your holiday on the PV Holidays website you will receive a confirmation email of your reservation followed by a contract notification by post.
Travel insurance
Do you offer insurance cover?
Yes, the Pierre & Vacances group, via its partner Europ Assistance, offers a full range of comprehensive insurances policies so that you can enjoy your holiday with peace of mind.
What does the insurance policy that you propose cover me for?
Our Europ Assistance insurance covers both summer and ski holidays, with three different levels of cover: Integral Pack (All Risk plus the sports and leisure card), the Sport and Leisure card and a transport cancellation insurance.
For more information on our insurance cover, please Click Here (PDF - 405k)
What do I do if I need assistance on my holiday?
In case you need assistance, call Europ Assistance on:
From France: 01 41 85 93 61
From outside France: +33 1 41 85 93 61
What do I do if I am forced to cancel my reservation?
As soon as you announce your cancellation with Pierre & Vacances, call Europ Assistance on: +33 (0) 1 41 85 93 61, and you will receive the information required to submit your claim, or write to the insurance company at:
EUROP ASSISTANCE – Travel Insurance Claims
Policy 53 789 536 M
1 promenade de la Bonnette
92633 Gennevilliers
Cedex
By fax on +33(0)1 41 85 85 61
By email : slv@europ-assistance.fr
This must be done within 5 days unless unforeseen circumstances or an act of god prevent this; beyond this deadline, GENERALI does not take your claim into account and no refund will be made.
Technical assistance
An error message appears when I try to reserve on line or order a brochure. What can I do?
In this case, contact our reservations call centre
I’m having problems in accessing the PV Holidays website? What can I do?
If you have problems in opening the PV Holidays website, Click here
Security
What happens to the personal information that I give you?
This information is intended for Pierre & Vacances. We wish to remind you that you have the right to access, modify, correct and delete the information concerning you by name, by simply writing to us, in accordance with the Data Protection Act of 6 January 1978 ("Informatique et Libertés"). For more information, Click here
Is the PV Holidays website secure?
To guarantee your security and ensure greater confidentiality, our website uses the SSL 128 bits encrypting protocol. When information is transferred on the network, your credit card number and all the information entered in the different forms is automatically encrypted.
The SSL 128 bits encrypting system (Secure Socket Layer) automatically encodes the information before it is transmitted on the network. When it arrives on our server, it will be decoded with a single SSL key that enables your browser to make a connection with our website and negotiate transparently a secure channel of communication. Created by Netscape, SSL is now the most commonly used solution and one of the best for making transactions secure.
Confidentiality
Pierre & Vacances is responsible for processing and managing all the information concerning you with the greatest confidentiality. This information is used by our internal departments for administrative and commercial purposes to process your order. For more information,
Click here
About the Pierre & Vacances group
How do I obtain information about the Pierre & Vacances group?
If you wish to obtain information about the Pierre & Vacances group, Click here
What are the differences between the brands of the Pierre & Vacances group?
The Pierre & Vacances group owns 5 brands:
- Pierre & Vacances
- Maeva
- Latitudes Hotels
- Residences MGM
- Pierre & Vacances City
If you wish to obtain more detailed information on these brands, click on the following link: Click here
How do I obtain financial information about the Pierre & Vacances group?
To obtain financial information about the Pierre & Vacances group, Click here
Why is Pierre & Vacances a partner of the WWF?
WWF France, one of the world’s leading ecological organisations, has entered into a partnership with the Pierre & Vacances group for three years. The purpose is, firstly, to set up an environmental progress approach via the creation of a pilot site at Belle Dune and, secondly, to inform and raise the awareness of the employees and the customers of the Pierre & Vacances group about the environment.
Does the Pierre & Vacances group recruit via its website?
Owing to the growth of the Pierre & Vacances group, we recruit new employees on a continuous basis. To join our teams, send your job application to the following address: pvt.recrutement@pierre-vacances.fr
How do I contact the customer service after my stay?
If you wish to contact the customer service after your stay, you can write to us at the following address:
Pierre & Vacances – Service Après Vente
L’Artois – Espace Pont de Flandres
11, rue de Cambrai 75 019 Paris
How do I contact the reservations call centre?
If you wish to contact our reservations call centre, click here
How do I contact Pierre & Vacances from a foreign country?
To obtain the call numbers of Pierre & Vacances from abroad, click here
What are the opening times of the reservations call centre?
To obtain the opening times of the reservations call centre of the Pierre & Vacances group, click here
How do I obtain information about the organisation of meetings or conventions in one of your hotels, residences or villages?
If you belong to a company and you wish to obtain information about the organisation of conventions or seminars in one of the facilities of the Pierre & Vacances group, click here
How do I make a reservation for a group?
If you are a group of a minimum of 20 people and you wish to stay in one of the residences of the Pierre & Vacances group, click here
I would like to send you my comments after a trip/stay with the Pierre & Vacances. group. What do I do?
Click here
Where do I send a complaint?
Any complaint relating to a trip or stay must be sent by recorded delivery letter with confirmation of receipt within the 30 days that follow the stay to:
Pierre & Vacances – Customer Services
L’Artois – Espace Pont de Flandres
11, rue de Cambrai 75 019 Paris