Information for your holiday – 11/09/2020

Coronavirus - Information
Dear customers,
The Odalys Group is pleased to welcome you once again in its establishments. Below you will find information about the re-opening conditions and procedures put in place for your safety and comfort.

If you have an upcoming stay booked with Odalys, our teams are already preparing the next arrivals in strict compliance with sanitary conditions. You will find below more details of 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 is currently authorised, unless the sanitary recommendations change in the meantime. 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.

Compensation terms
For stays that have had to be canceled and / or postponed due to the COVID-19 situation since March 2020, each client has been informed of the compensation conditions in the form of a credit note, defined in accordance with the Ordinance of March 25, 2020 relating to cancellations of stays in the event of exceptional and unavoidable circumstances or force majeure. We remind you that this credit note, equal to the amount of your stay already paid, can be used for a future stay to be made within 18 months from the date of issue of the credit note. We provide you with a form available at the following link so that you can use your credit for your next stay.

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.

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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