If you have an upcoming stay in one of our mountain residences (except Evian) and this until the end of the winter season or if you have an upcoming stay on our other residences * (including Evian) up until 30 April 2020, we must unfortunately ask you not to go there because we are no longer 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 date 25th 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 the 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 firstname.lastname@example.org . Priority treatment will be given to bookings made for stays that must be postponed.
We thank you in advance for your understanding.
*Except Campus residences