Coronavirus update - 12/06/2020

Coronavirus - Information
Dear customers,
The Odalys Group is pleased to announce the gradual reopening of its establishments from the 6th of June, 2020.

If you have an upcoming stay booked with Odalys, we are happy to confirm the gradual reopening of our establishments. Our teams are already preparing the next arrivals in strict compliance with sanitary conditions. You will find below more details of the reopening dates of establishments, the terms of reception onsite as well as the reminder of the recommendations to follow when traveling.

Strengthened sanitary charter and reminder of the governement recommendations In order to welcome you in the best health and safety conditions, we are putting into place a set of strict health measures in our establishments in accordance with government recommendations and the Socotec Group, expert in controlling health risks. You will find all the information about our Strengthened Sanitary Charter by clicking here.

As part of this Strengthened Sanitary Charter, we have extended our online check-in service to almost all of our establishments. This service will allow you to access your accommodation and collect your keys without having to go via reception. For eligible establishments, and for all new arrivals, the use of this service will be a prerequisite to your arrival on site in order to be able to collect the keys to your accommodation. To find out more, click here.

Details concerning access to facilities, communal areas and services in our establishments

Access to the swimming pools should be authorised on the opening dates of the residences, unless the sanitary recommendations change in the meantime. Only access to the indoor pools in our Odalys City establishments remains unauthorised until further notice. Please note :

  • Contact points and deckchairs are disinfected regularly;
  • Social distancing is respected by ensuring that the number of people authorised in the pool and the spacing of the sunloungers both respect the recommendations according to the size of each pool and its location;
  • Wearing a swimming cap is not compulsory;
  • To date, it is not necessary to book in advance to be able to take advantage of the pools - this point may change depending on attendance levels noted.

Important : We remind you that if you have symptoms relating to COVID-19, we will not be able to accommodate you on our sites.

We thank you in advance for your understanding. Our client service centre can be reached on +33 (0)4 42 25 88 30 (free call). From Monday to Friday 8.30am to 8pm and Saturday 9am to 6pm.

All of the Odalys Vacances and Odalys City establishments (in France) will gradually open as of the 6th of June, 2020 (outside France).
We are pleased to be able to welcome you once again to one of our establishments.
Click here to find the opening dates for all of our establishments.
If you had an upcoming stay booked in one of our establishments before the relevant opening date, we will contact you to update you about your booking. Details on the compensation arrangements are available below.

All Odalys Vacances establishments outside France will reopen from 20th of June.
We are currently awaiting details from the relevant governments concerning country borders and international travel. We are happy to confirm bookings from 20/06/20 for holidays in Italy, from 24/06/20 for holidays in Spain (with exception of a few establishments - click here) to see complete list), and 04/07/20 for holidays in Portugal and Croatia. Consequently, for any stay booked in one of our international Odalys Vacances establishments with an arrival date before 20th of June, 2020 for Italy before the 27th of June, 2020 for Spain, and the 4th of July for Portugal and Croatia we regret that we must postpone your stay. For details on the compensation arrangements, you will find details below.

Postponed stays : compensation terms
If you had an upcoming stay booked in one of our establishments after the opening dates communicated above, we must unfortunately ask you not to go there because we will not be able to welcome new arrivals. We are currently informing all of our customers by email in order to offer them compensation in the form of credit notes, defined in accordance with the order dated the 25th of March, 2020 relating to cancellations of stays in exceptional and unavoidable circumstances or force majeure.

This credit, equal to the amount of your stay already paid, will be sent to you within one month by email. It will be valid for use for a future stay to be made within 18 months from the date of issue of the credit note.

Regarding the reimbursement of ski passes, rental of ski equipment, catering and spa facilities that you were able to subscribe to via our Group: the amounts paid in full for services of this type will be fully reimbursed. This reimbursement will take place automatically, in the coming weeks, without the need to request it from our Customer Services. Regarding any other subscribed services, they will of course be included in the total amount of the credit note that you will receive.

In view of the exceptional nature of the situation we are aware of the impact it is generating, please be aware that we are fully mobilised at your side in order to best support you. Despite the very strong mobilisation of all of our advisers from our Customer Services centre, please be aware that you may have difficulty reaching us in the coming days. We apologise in advance, but please believe that all of our teams are on hand to quickly provide feedback. We remind you that our advisers are available on +33 (0)4 88 71 00 68 (free call) from Monday to Friday from 8:30a.m. to 8p.m. and Saturday from 9a.m. to 6p.m. (French times) or by email infoclient@odalys-vacances.com . Priority treatment will be given to bookings made for stays that must be postponed.

This situation is continually changing and our Group is therefore adapting to guarantee strict compliance with health recommendations. We thank you in advance for your understanding.

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