Un service des Villes de Saint-Raphaël, Fréjus, Pays Mer Estérel et Pays de Fayence

HOW TO MAKE A RESERVATION

1/ BOOKING PROCEDURES
2/ PAYMENT
3/ TRACKING YOUR RESERVATION
4/ PREPARING FOR YOUR HOLIDAY
5/ CANCELLATION INSURANCE

BOOKING PROCEDURES

How to request a quote:

By telephone from the UK: 00-33- 4-94-19-10-60
By fax from the UK: 00-33-4-94-19-10-67
Email: reservation@esterel-cotedazur.com
Bookings - or provisional bookings - can be made via our website: www.cotedazur-reservation.com.

Upon receipt of your request, a quote will be advised to you by telephone, fax or email depending on your requirements and availability.

How does our website search engine work?

It's very easy: just advise us of the following information:
- Your preferred destination in Esterel-Cote d’Azur
- The type of accommodation (houses, furnished apartments, mobile homes, hotels, guest houses)
- Your arrival date and departure date
- The number of people in your group
- You can also specify your budget range, the type of accommodation you are looking for, the level of quality and facilities: air conditioning, parking, swimming pool, private garden, wifi access, restaurant, policy on pets and disabled access

How are the search results decided?

The search results are displayed as soon as you make a selection.
Those accommodation establishments which you can book directly online will be shown first (click: "Make a reservation") followed by those whose availability needs to be checked (click "More Information").

Is there availability on what I see on-line?

Our planning department works hard to ensure that the availability of accommodation you are viewing on-line is up to date so as to avoid any disappointment.

I am unable to book the accommodation that I want.

If you selected a date for your stay but cannot find the accommodation of your choice, this means that on your preferred dates, we no longer have availability or that we have insufficient accommodation for the number of people in your group.

How do I change my reservation?

Your reservation can be amended if we have sufficient availability. If the amendment involves cancellation fees charged by our accommodation provider, you will be liable for payment of these fees.

Why you need a password?

You need to create a password to access your account. Apostrophes, asterisks and other special characters should not be used.

How much do I need to pay to confirm the booking?

An initial down payment is calculated on the basis of 25% of the final balance for accommodation and leisure activities plus the full cost of the cancellation insurance.

I want to request a TV, a cot ...

If they are not automatically included with the accommodation, items such as a high chair, crib or television will need to be requested from the accommodation provider.
However, you can let us know your requirements when confirming the booking so that we can pass on the information to the host accommodation provider.
Special service requests are shown on your voucher. If this is not the case, contact us at 00-33-4-94 -19-10-60 or reservation@esterel-cotedazur.com

I would like to book a particular room

You need to indicate this on your booking request. The accommodation providers allocate rooms so we can not guarantee 100% that your request will be granted. However, the accommodation providers will do their utmost to satisfy customers’ wishes.

Can we take out a booking option?

An option can be arranged from the date of the booking confirmation: it is valid for 7 working days, during which time full payment for the entire stay or a 25% deposit must be received using your preferred payment method (see the question about different methods of payment).

I am having problems booking on the website: what should I do?

If you have any problems with the website, just call our holiday advisors on 00-33-4-94-19-10-60. They will give you whatever information you need and assist you as much as possible.

Why do you require my contact details?

We need your contact information in order to contact you if necessary. In any event, your personal details will never be released to a third party. You can therefore provide us with your phone number without any worries. Indeed we recommend you do this because we might need to contact you before your arrival.

How much are the fees for our service?

If your reservation is made on the website www.cotedazur-reservation.com or you make your reservation by telephone with our holiday advisors, no booking fees will be charged. We offer a completely free service.

I would like to change my provisional booking into a firm booking.

(i) You can either log onto your account on our website and sign in using your login and password created during registration. You should tick below the description of your order marked "I want to pay for my stay using the SSL secure payment " and enter your credit card details to make the payment.

The online booking method we provide conforms with the LCEN Act (a law for confidence in the digital economy)

(ii) Or have your credit card ready and then call our holiday advisors at 00-33-4-94-19-10-60.

(iii) Or you can pay us by ANCV check, bankers draft or wire transfer. When making your payment, please ensure that you include the signed booking contract that we sent you with your e-mail confirmation.

How do I cancel my provisional booking?

You can cancel your provisional booking by telephoning our holiday advisors on 00-33- 4-94-19-10-60. If you do cancel a provisional booking before the time limit expires, you will not be liable for any cancellation fees.

Can I take out cancellation insurance?

Optional cancellation insurance is available with us through "PM Conseil Assurance". If you have to cancel your holiday before you leave home and in accordance with the terms and conditions of the insurance policy, you will be reimbursed with the full cost of your holiday accommodation and leisure activities. The policy insures against the following situations: accident, death and cancellation of your annual holiday.

The cancellation insurance comes into effect when full settlement of your account has been made. (Full details of the cancellation insurance policy will be advised to you and should be carefully reviewed)

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PAYMENT

What forms of payment are accepted?

You can make payments as follows:
(i) By credit card: Visa or Master Card
(ii) By bank transfer (in this case, please request our bank details by sending an e-mail to reservation@esterel-cotedazur.com )

For mailing, please note the following address: Esterel Riviera Reservations, 72 rue Waldeck Rousseau, Immeuble "Le Stanislas”, 83700 SAINT RAPHAEL, France

I wish to pay for my booking by bank transfer.

In order to obtain our bank details, please send an e-mail to
reservation@esterel-cotedazur.com

Following your request, you will very soon receive RIB o IBAN information confirming our bank details. Once the transfer has been made, please confirm the transfer details to us by email or fax to 00-33-4-94-19-10-67 so that the payment can be recorded in your booking file.

I have already booked, but I now want to purchase a cancellation insurance: is this possible?

The cancellation insurance can only be purchased during the initial reservation process. It cannot be added once the holiday has been booked and confirmed. It is payable in full at the time of booking.

How much do I have to pay?

More than one month before departure, a deposit of 25% of the full amount is payable on booking, plus the cancellation insurance if required.
At least 1 month before departure, the balance must be paid on your entire booking or the full amount. In any event, the full balance of your stay must be paid at least one month before your departure.

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TRACKING YOUR RESERVATION

Is my reservation confirmed once payment has been made on the website?

Yes, the reservation is confirmed once payment has been made on the website.
However, in rare cases of unavailability, we will advise you of this and based on your initial request criteria we shall find alternative accommodation for you, or, if appropriate, we’ll cancel the payment. If payment has been debited from your card and no alternative accommodation is satisfactory, your card will be re-credited within the specified time period.

How do I track my reservation?

By logging onto your account on our website, you can access a summary of your booking. You’ll be able to see the amount you’ve already paid, the balance due, the dates when payments were made and the payment methods used to settle these payments.

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PREPARING FOR YOUR HOLIDAY

How do I obtain my booking voucher?

Once the balance of your holiday booking has been paid, you will receive your booking voucher by e-mail or post.

Are there special arrangements for different age groups?

Children under 12 years (12 years old) do not pay taxes. In some accommodation facilities, an extra bed is available free of charge for children under 12 years.

I want to book studio accommodation for 3 people but only 2 people will be sharing the studio. What effect does this have on the price?

The price remains the same whether 1, 2 or 3 people occupy the studio.

I had a great holiday and I would like to book for next year. What can I do?

We are taking reservations for holidays next year during January, February and March, at which time new prices and availability will be updated on our website.

What will I have to pay for whilst I am in Esterel-Cote d’Azur?

For stays in France you have to pay a tourist tax of €0.17 to €1.64 per night, per person (free for children under 13 years). This amount will be collected upon arrival by the host accommodation provider.
Personal expenses - restaurant bills, room service, various rented items, pets, parking or underground parking – are usually paid for at the end of your stay. However some accommodation providers may ask for payment upon arrival.

For rented accommodation: a deposit must be paid to the host provider upon arrival. The amount is shown on your booking voucher. Depending on the type of rental accommodation, utilities such as water and electricity must be paid for based on meter readings. Details of these supplements and their amounts are shown on your booking voucher.

How much tourist tax has to be paid in Esterel-Cote d’Azur?

The tourist tax applies to various forms of paid accommodation: hotels, guest houses, tourist homes, camping sites, furnished apartments etc. Tourist tax varies from €0.17 to €1.64 per day per person. The proceeds of this tax, paid to the local authority, are earmarked for the development and promotion of local tourism.

Details of the tourist tax can be found at: /uk/taxe-de-sejour.htm

What if I am delayed and I think that I’ll arrive after the latest check-in time?

On the booking voucher you can see the hours during which the reception at your host accommodation provider is open on the day of arrival as well as their phone number. You should contact them to warn them about your delay and tell them the time when you hope to arrive. Your host accommodation provider will give you instructions on where to get the keys for your accommodation.

How will I know where to find my accommodation?

All accommodation providers are located geographically by area on our website www.cotedazur-reservation.com and from our website you can print off directions from your departure point to your arrival point. Furthermore, after paying off the balance of your holiday, you’ll receive your booking voucher by e-mail or post. On the booking voucher we include the following details: contact information for our office; contact information for your host accommodation provider; your personal contact information; a summary of the services that you have booked with us and supplements that are payable locally in Esterel-Cote d’Azur.
If you wish to receive directions for travelling to Esterel-Cote d’Azur, you can request this either by email to: reservation@esterel-cotedazur.com or by telephone to 00-33- 4-94-19-10-60.

Is bed linen included in the price?

Information about bed linen is provided in the description of the accommodation by the host accommodation provider and is also available on our website: www.cotedazur-reservation.com as well as on your booking voucher. If you do not want to pay for the use of bed linen, you can bring your own.

What is the arrival time?

Arrivals are usually in the early afternoon but if you arrive late or a day other than Saturday, just telephone the host accommodation provider at the number on your voucher to advise them and arrange with them how to obtain your keys.

What documents will I be asked for on arrival?

Upon arrival, the host accommodation provider will ask for the booking voucher (‘le bon d’ échange’) which is also called a ‘voucher’ or ‘un carnet de sejour’. This document contains a summary of your reservation.

Where is the Esterel Côte d'Azur Reservations Centre?

The Esterel Côte d'Azur Reservations Center is located opposite the TGV railway station in St Raphaël: our postal address is:

78 rue Waldeck Rousseau, Immeuble le Stanislas, 83700 SAINT RAPHAEL, France

The tourist offices in the 14 towns and villages of Esterel are also linked with the Reservations Centre: Bagnols-en-Forêt, Callian, Fayence, Frejus, Les Adrets of Esterel, Mons, Montauroux, Puget sur Argens Roquebrune-sur-Argens, Saint-Paul-en-Forêt Saint-Raphaël, Seillans Tanneron Tourrettes.

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CANCELLATION INSURANCE

Terms & Conditions

The Insured is the person responsible for making the booking and includes a spouse or partner, relatives or in-laws, sons, daughters, brothers, sisters or other people whose names are declared at the time of booking.

Refunds will be made for monies already paid out or still payable on the total price of your holiday less the cost of the insurance premium, additional services billed and rental costs the Insured would have to pay in the event of cancellation.

When can I make a claim on my cancellation insurance?

1- Serious illness, serious injury or death of the Insured
Serious illness or serious injury means any major change in health or any physical injury which prevents the Insured from travelling from their home or from the hospital where the Insured is receiving treatment on the scheduled day of departure and confirmed by an official sickness note or a medical certificate advising the Insured not to take part in any leisure activities - which is the main purpose of the holiday.
The re-occurrence of a disease or injury that has previously been diagnosed is covered provided that this has not happened in the month preceding the date of booking.
With regard to claims for sickness or accident injury involving cancellation insurance, the Insured will be required to provide the Insured’s medical records to the company’s appointed doctor, otherwise, the claim will be disallowed.

2 - Fire, explosion, theft, water damage or a natural event causing significant damage to the home of the Insured which occurs before departure or during the holiday which categorically requires the presence of the Insured at their residence or a second home or business belonging to the Insured.

3 - Inability to take possession of the booked accommodation as a result of the redundancy or work transfer of the Insured, provided that this takes place after the booking has been made.
DISCLAIMER: Dismissal for serious misconduct is not covered by this insurance policy.

4 - Inability to get to Esterel-Cote d’Azur by road, rail or air within 48 hours of the scheduled arrival date as a result of roadblocks, strikes, floods or natural events, traffic delays that can be confirmed by an official authority; a road traffic accident involving the insured, theft or attempted theft of the Insured’s vehicle.

5 - Changes to the Insured’s holiday leave dates by an employer if the notification takes place after the booking has been made.

6 – A ban on travel due to pollution or epidemics, natural disasters or forest fires,or a ban on the use of the accommodation that has been booked by the Insured.

7 – An official summons, medical appointment, or the person responsible for the booking or their spouse or partner has to start a new job.

8 - Death or serious accident or illness of the professional person replacing the Insured or their spouse (or partner) or providing childcare for their young children.

9 - Cancellation of the booking by accommodation providers due to death, illness or serious accident to the owner, transfer of property due to its sale or disposal and damage to the premises preventing their use due to fire, explosion, water damage, theft, vandalism, storms and natural disasters.

Would I be refunded in the event that my holiday is interrupted or deferred?

A refund of the cost of that part of your holiday covered by insurance will be prorated - based on the unused period due to the interruption as a result of one of the situations listed in the cancellation warranty - & 1, 2, 3, 4, 5 , 6, 7, 8.

Under what circumstances will the insurer refuse a refund?

SPECIFIC CANCELLATION EXCLUSIONS:

It is agreed by the Insured that an insurance claim cannot be made under the following circumstances:

Illness or accident injury of which the Insured is aware when making the booking and which results in treatment during the month preceding the date of the booking.
Pregnancy except any complications due to this condition, miscarriages, childbirth and the post natal period.
For spa treatments, the need for an aesthetic treatment (except by accident or illness), psychological or psychotherapeutic treatment including depression.
Illness or accident due to alcoholism, drunkenness, the use of medications, drugs and narcotics that have not been medically prescribed.
Accidents caused by playing sport: private flying, bobsleigh, tobogganing, rock climbing, ice hockey, motor sports, scuba-diving.

Are recovery and rescue services included in the cancellation insurance?

The Insurer will cover the costs of recovery and rescue services carried out by an authorised body to assist the Insured, their spouse or partner, their relatives or those people named on the booking documents up to € 2,287 less a deductible excess charge of €77.

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