Last update : April 07, 2021

COVID 19 – Coronavirus
Mesures Pierre & Vacances

Important: Learn about the requirements set out by the Government of the Canary Islands to travel to the island > HERE

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

Frequently Asked Questions – FAQ

1.The residence is closed?

In Spain and Andorra some residences remain open.

Spain:
– 
Holiday Village Fuerteventura Origomare
– Residence Blanes Playa
– Residence Benalmádena Príncipe
– Residence Barcelona Sants
– Residence Altea Beach
– Residence Altea Port
– Residence Comarruga
– Residence Benidorm Poniente
– Residence Villa Romana
– Residence Estartit Playa
– Hotel El Puerto

Andorra:
– Residence Andorra Alba
– Residence Andorra El Tarter
– Residence Andorra Degas

2. [SKI-Andorra] The ski lifts are not open during my stay. Will I be reimbursed for ski passes and equipment I buy when I book on the Pierre & Vacances website?

Due to the government measures implemented by the current situation, the ski lifts will not be authorized for foreign tourists, only for residents of Andorra and Spain.

If you had a reservation including the ski lifts, no action is necessary on your part. You will receive an email informing you of the cancellation of the service and the refund.

3. 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.

4. 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.

5. 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.

6.  What services and facilities are available during my stay?

For Spain and Andorra you can communicate directly with your establishment 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.

7. 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

8. I’d like to book a break over the next few months. What are the conditions for cancelling or amending my booking if I am affected by a situation related to Covid?

You may amend your booking free of charge (if this new booking is for an amount less than your initial stay, the difference will be reimbursed) or receive a refund for the entire amount paid (accommodation & any additional services including ski passes and equipment) regardless of the rate booked (Flexible or non-Flexible), if one of the following Covid-related situations applies:

– your destination residence or holiday village is closed during the booking period or is in a Maximum Alert area
– government restrictions prevent you from travelling to your residence or village due to:

o lockdown in your home area or holiday destination
o the closure of the border between your home country and your destination country
o a quarantine period being imposed for holidaymakers travelling to your destination region
o a recommendation from the government of your country against non-essential travel to the destination region.

– you or a person travelling tests positive for Covid-19 with the RT-PCR test and must self-isolate during their stay. Proof of your test result will be required.
– you must observe a quarantine period stipulated by a doctor. A doctor’s note will be required.

Your request must be made no earlier than 15 days before the departure date.

9. What are the various government travel restrictions related to Covid-19 that allow me to cancel or change my reservation without charge?

You may amend your booking free of charge (if this new booking is for an amount less than your initial stay, the difference will be reimbursed) or receive a refund for the entire amount paid (accommodation & any additional services including ski passes and equipment) regardless of the rate booked (Flexible or non-Flexible), if one of the following Covid-related situations applies:

– your destination residence or holiday village is closed during the booking period or is in a Maximum Alert area
– government restrictions prevent you from travelling to your residence or village due to:

o lockdown in your home area or holiday destination
o the closure of the border between your home country and your destination country
o a quarantine period being imposed for holidaymakers travelling to your destination region
o a recommendation from the government of your country against non-essential travel to the destination region.

– you or a person travelling tests positive for Covid-19 with the RT-PCR test and must self-isolate during their stay. Proof of your test result will be required.
– you must observe a quarantine period stipulated by a doctor. A doctor’s note will be required.

Your request must be made no earlier than 15 days before the departure date.

10. 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.

11. 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.