Frequently Asked Questions | Madame Vacances

Booking conditions

What booking charges are there?

When you reserve your holiday at skifrance.co.uk or summerfrance.co.uk, you will not be billed any booking charges except for at the following residences: Saint Gilles Croix de Vie, Saint Hilaire de Riez and Saint Jean de Monts (28-45€ according to type of accommodation).

What is an Early Bird offer?

Ski France and Summer France Early Bird offer gives previous visitors a discount on bookings made for the next season:
- Bookings made 6 to 18 months before a vacation in the following season at the current season's rates
- Discounted booking.
- You only pay £50 to £150 (depending on the establishment) when the booking is made.
- Ski France and Summer France gives you the choice of which accommodation you wish to stay in for no extra charge (please indicate 3 accommodation numbers).
- Before the 31/12 (for bookings made for the following summer), or before the 30/06 (for bookings made for the following winter), your booking can be cancelled for no fee and the £150 is reimbursed.
- If your booking exceeds the dates corresponding to a cancellation being made for no fee, any cancellation will be treated as follows and the following fees will be retained:
• more than 30 days before arrival: 30% of the total amount of the stay
• 30 to 21 days before arrival: 45% of the total amount of the stay
• 20 to 8 days before arrival: 60% of the total amount of the stay
• 7 to 4 days before arrival: 90% of the total amount of the stay
• 3 days or less before arrival: 100% of the total amount of the stay

What is the difference between the non-flexible rate and the flexible (free cancellation) rate?

The flexible rate guarantees free cancellation up to a certain point before your stay (e.g. 7, 14 or 30 days) without the need to provide a reason.
If you cancel after this period, the full cost of your stay will be charged. If you book the flexible rate in advance, you can pay for your stay in two or three instalments.
The flexible rate is higher than the non-flexible rate but offers greater flexibility.
The flexible rate is designed for people who want to be able to change their mind and cope with unforeseen circumstances.

The non-flexible rate is lower than the flexible rate. A non-flexible booking cannot be amended, refunded or cancelled, and must be paid in full immediately at the time of booking.
The non-flexible rate is designed for people who are certain they will be travelling and wish to save money. It can, however, be combined with cancellation insurance to cover any eventuality.

Payment conditions

Is there another way to pay for my stay other than with my credit card?

Should you wish to settle your payment other than with a credit card online, you can contact our call centre on 0203 475 4756. However, this means you will not necessarily benefit from the same prices and availability on offer on our website skifrance.co.uk or summerfrance.co.uk.

Must I pay for my stay in full immediately?

At skifrance.co.uk and summerfrance.co.uk we are mindful of our customers' needs and therefore suggest three methods of payment for you to choose from: - Pay in two installments : 30% part payment at the time of booking, and the balance one month before your arrival. - Pay in three installments : 10% at the time of booking, 10% the following month and the remaining balance up to one month prior to your arrival. The due dates for payment are displayed at the time of booking. -Pay for your stay in full. You will benefit from an immediate £15 reduction. If your arrival date is less than 30 days away and/or the total cost of your booking is less than £200, you must pay for your stay in one single payment at the time of booking.

Can I make a secure payment?

Thanks to our secure server INGENICO we can guarantee complete reliability for all transactions. For this, we use the most reliable system of encryption available on the market, SSL: Secure Socket Layer. This method of encryption is most commonly used on the internet to protect the transfer of data between a client and a server. It allows all bank transactions to be made in complete security. Furthermore, it is compatible with all the latest versions of internet browsers on the market. When it comes to entering your confidential data, you will see two symbols - a key and a padlock. This certifies that the site is secured and that you can enter your card details in complete safety. The SSL software crypts your bank details the moment they are entered. During the internet transfer, it is impossible to read them. We never have access to your bank details.

My card has been refused during my online payment, why?

Please check the following details and try to book again: Ensure that you have entered the security number found on the back of the card (the last three numbers next to the signature). Is there a limit you can not exceed on your account: Please contact your bank to verify this. You are using one of the 3 types of card accepted by our system: CB, Visa, Mastercard. If after 3 attempts you have not entered the correct card details, your booking is automatically refused and you will have to start again. Please check that the card is valid and that the expiry date has been entered correctly. If you are still unable to make your booking please call us on 0203 475 4756, chat with us or email us on bookings@skifrance.co.uk.

When will my payment be debited from my account?

When booking online, the amount you pay will be debited within the next 24 hours following the payment process. The subsequent payments will be automatically executed unless you stipulate otherwise and after we have informed you in writing of the due dates specified during the initial booking.

Modification and cancellation

Can I benefit from cancellation insurance?

We offer a cancellation guarantee option. Thanks to this option, in the eventuality that you cancel your booking, all payments already made will be reimbursed with the exception of an administrative fee of 35€. This insurance cover operates and only functions in accord with the circumstances listed in our terms and conditions (Link to terms and conditions). Taking out insurance costs 4% of the total of your booking + 32 Euros fee.

Is it possible to make a change to my booking after having paid?

It is possible to alter your booking (size of the apartment, number of people, special requests, dates) after payment depending on availability, upon agreement with Ski France/Summer France. Please call the call centre on 0203 475 4756. There may be an administrative charge to be paid.

What happens if I cancel?

If your booking is cancelled, the following conditions apply: Cancellations more than 30 days before arrival : 30% of the total amount of your stay. Cancellations between 30 and 21 days before arrival: 45% of the total amount of your stay. Cancellations between 20 and 8 days before arrival : 60% of the total amount of your stay. Cancellations between 7 and 4 days before arrival: 90% of the total amount of your stay. Cancellations 3 days or less before arrival: 100% of the total of your stay.

How can I change or cancel my booking?

To make any changes or cancel your booking, please email us directly : bookings@skifrance.co.uk .

Vacaf booking

Can I pay for my stay in VACAF vouchers?

We accept VACAF vouchers only for french customers.

Extra services for your stay

Are pets accepted in the residences?

Pets are welcome in all residences managed by Madame Vacances. However, a supplement of 7€ per day or 35€ per week is required. For hotels, a specific rate is in place, to be seen with the reception or call center.

How much does the rental of bed linen and towels cost?

Bed linen and towels are not included in some of our self-catered accommodation prices. At the sites where bed linen and towels are not included, you are able to rent them for the duration of your stay at £8/10€ per person. The rental of bed linen and towels are included in the price: in Montpellier, in all our hotels, and some residences where specified..

Can I make a specific request during the booking process?

If you have a specific request, such as wishing to be on the ground floor, being in a specific apartment, having a garden, you must pay a supplement of 0-60€. During your booking, you need to indicate your request in the box entitled "Specific Requests/Observations" and confirm that you agree to pay this additional charge. One of our employees will contact you within 48 hours by email or by phone to confirm whether or not we can accommodate your request. If we are unable to meet your request during the booking process this will not be considered as a valid reason for cancellation and is subject to our general sales conditions.

What are the rates for cleaning services?

End-of-stay cleaning does not exempt you from cleaning the kitchen area and emptying the bins.
A charge will be applied if the accommodation is not left clean (€250 for an apartment and €400 for a chalet or villa).

The rates for the cleaning service are as follows:
Flats and houses :
Accommodation for 2 people: €40
Accommodation for 3 people: €55
Accommodation for 4 people: €70
Accommodation for 5 people: €85
Accommodation for 6 people: €100
Accommodation for 7 people: €115
Accommodation for 8 people: €130
Accommodation for 9 people: €145
Accommodation for 10 people: €160
Accommodation for 11 people: €175
Accommodation for 12 people: €190
Accommodation for 13 people: €205

Villas and chalets :
Accommodation for 4 people: €120
Accommodation for 6 people: €170
Accommodation for 7 people: €195
Accommodation for 8 people: €220
Accommodation for 9 people: €245
Accommodation for 10 people: €270
Accommodation for 12 people: €320

However, end-of-stay cleaning is included in some establishments (in premium residences for example).

How much does the television cost?

TV costs €45 per week or €9 per day. It is included in certain residences, premium accommodation, hotels and chalets.

How much does the WiFi cost?

Wi-Fi is included in premium accommodation, hotels and chalets. For residences, please check the property’s page.

Is the swimming pool heated in my villa?

Pool heating is available in some villas, subject to availability, and must be booked at least one week in advance through the booking office.
It costs €280 for one week, €420 for two weeks and €510 for three weeks.

Prepare your arrival

Where can I find directions and reception opening hours for my accommodation?

If you click on the 'itineraries and maps' icon on the page about your accommodation, or on the 'information and services' tab of the homepage you will find all the information you need concerning your arrival.

What will I have to pay for when I arrive?

If you are renting a villa, chalet, apartment or cottage you will be asked for a deposit when you arrive (400€ for cottages and apartments and 1000€ for chalets and villas). The deposit will be returned to you 15 days after the end of your stay. There is also a compulsory holiday tax to pay which is fixed by the local council (between 0.20-4.50€ per day per person).

When and how will I receive a receipt and travel documents?

You will receive your receipt and travel documents by email within two days of the last payment being made.

Can I wear swimming shorts in the pool at the residence?

No. For hygiene reasons, swimming shorts are forbidden in the pools at Ski France/Summer France residences (only speedos allowed).

Do you have any useful info before I travel?

Click here for passport and visa information.

Click here for general health information.

Click here for foreign Office advice.

Travel insurance - We suggest all clients ensure they have sufficient cover for travelling abroad. For travel and health cover, we suggest having a look with your usual insurance company or a specialist travel company.

Ski passes and ski rental

I want to go skiing. How do I hire my ski equipment?

Save money and time by calling us to book your ski equipment with Ski France and enjoy your holiday to the full. Equipment must be ordered at least 7 days before arrival. We offer packages for beginners to advanced skiers. You can choose between skis + poles + boots or skis only, snowboard + boots or snowboard only, and we also hire helmets. Collect your equipment directly from our partner near your residence, chalet or hotel.

How do I book ski passes for a holiday in the mountains?

To purchase your ski passes, you need to call us after booking your stay. Take advantage of our preferential rates and save money!
To make the most of your stay, remember to book your ski passes at least 3 days before your arrival and avoid waiting at the ticket office. Your passes will be given to you at reception when you arrive.
By default, your first day of skiing will be scheduled for the day after your arrival. If you wish to change this date or if you have any questions, please do not hesitate to contact our advisors on +44 79 65 08 41 after making your booking.

About our residences

Are the kitchens fully-equipped?

In our apartments, villas and cottages, all kitchens are fully equipped with enough cutlery for the maximum number of occupants, saucepans, cafetiere, kettle, toaster, glasses, tumble dryer, bucket, broom, dustpan and brush, hob, microwave and fridge. Some kitchens also have dishwashers (please see accommodation descriptions for specific details).

Accessibility

Do your residences have disabled access?

Many of our residences have disabled access, both in communal areas and in the accommodation itself.

Customer service

What if my stay does not go 100% smoothly?

Complaints should be brought up in resort first. If the complaint is not resolved on site, please send details to us within 2 weeks of the end of your holiday and our customer services department will get back to you as soon as possible.
We are a Member of ABTA, membership number Y0107. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com. You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.

FAQ