FAQ

Frequently Asked Questions

Do you need more information in order to make your choice? Do you need details of our services, facilities or activities? Do you have any questions about bookings, payment for your trip or the cancellation conditions?

We will try to offer you support through our FAQ…If you can’t find the answer to your questions, don’t hesitate to phone our customer service line on 0 825 87 99 02 (indigo number costing € 0.15 per min.) from Monday to Friday from 8.30 a.m. to 6. 30 p.m. and on Saturday from 9.00 a.m. to 5.00 p.m., our counsellors at your service!

The Vacances Bleues Product


What types of accommodation packages do you offer?

Clubs
Ideal for family holidays, where you don’t have to worry about anything!

  • Accommodation in the heart of well-known tourist destinations (La Baule, Nice, Cannes, Menton, Aix-les-Bains, Hendaye and more) and in exceptionally beautiful settings (at the seaside, in the heart of nature, well-known mountain village resorts, etc.)
  • Cultural and festive events
  • Lots of facilities and sporting activities for the enjoyment of young and old 
  • Free children’s clubs and nurseries
  • Lots of ideas for excursions suggested by the Kiosk
  • Some of our Clubs have three-star rating

Hotels
Ideal for exploring a region in complete freedom, in a family, alone or as a couple. 

  • Comfortable hotels and charming little hotels in the heart of tourist destinations (Paris, the gates of Geneva, on the Promenade des Anglais in Nice)
  • Suggestions for exploring proposed by the Kiosk
  • Superior hotel service
  • Some of our hotels have three-and four-star rating

Rental Accommodation 

Ideal for holidays in complete freedom and at favourable prices!
Three types of rental: 

  • Accommodation that is part of the Clubs, to benefit from the facilities and services while staying in an apartment
  • Accommodation with services: children’s club, catering, events, sports equipment and more
  • Accommodation in studio flats or apartments for fully independent holidays

What foreign holiday packages do you offer?

Club Holidays
You are free to create a holiday in your own way. You will be staying in comfortable, lively hotels that are ideally located for day or half-day excursions.

Tours
Discover or rediscover foreign lands such as you have never seen while benefiting from maximum comfort. The excursion programme with local guides, in air-conditioned coaches, will enable you to learn about a different culture and way of life.

Excursions
How about a City Break? Benefit from our short stays in cities of culture and the finest capitals in Europe that will no longer hold any secrets for you (Rome, Berlin, Florence, Lisbon, Prague and others).

Cruises
Explore the loveliest rivers in Europe in our comfortable river-boats.


Are there packages suitable for family holidays or those with a group of friends?

Yes! To help you find the stay best suited to your situation and your needs, please visit the section entitled I’M GOING on our internet site.

To explore the most suitable family holidays, click here for the most suitable offers for family stays, click here 
To find out about the most suitable offers to stays among friend, click here


I like to try new activities, can you offer me trips that suit me?

Vacances Bleues offers you a large choice of themed stays that will enable everyone to enjoy themselves. 
Go to the tab “Have fun> Themed stays” for each themed holiday destination: sport, culture, exploring, for young an old. 
Our themed stays which are accessible to all (several levels of difficulty are provided for the various activities), offer you activities as varied as cooking with a French chef, Latin-American dancing, ballroom dancing,  a zen well-being holiday (yoga, shiatsu, etc.) or laughter cures!
We guarantee that you will be taught by skilled professionals (we have selected the best partners for each activity) as well as a quality stay  close to where the activities take place.
N.B.: participation in the activity is not obligatory, your companions can benefit from the other facilities and activities at the hotel while you are engaging in your activity!


Do you offer solidarity tourism? 

Yes! If you are looking for sustainable, ethical, socially-aware tourism abroad – click here.


I love hiking, can you offer me this type of stay? 

Do you want to devote yourself to the pleasure of hiking at your own pace?
Explore our sites devoted to this activity by clicking here.


Can you organise tailor-made group travel? 

This type of service has been part of the Vacances Bleues world for more than 40 years. To help you to arrange a holiday with a group of friends, a works council or an organization, visit our internet site dedicated to groups: engroupe.vacancesbleues.fr

 

General questions 


To whom should I address my suggestions or criticisms at the site?

We want to hear all your suggestions or criticisms, you can write to us at: webmaster@vacancesbleues.com


How do I subscribe to your information letter?

Nothing could be easier than subscribing to our information letter: click on the tab labelled “Need help?” at the bottom of each page on the site, then enter your email address in the field marked “Your E-mail” in the NEWSLETTER insert then click on the button marked “Subscribe”. This letter is sent to anyone who asks for it. If you want to subscribe, a link below each information letter is provided for the purpose. 


How do I contact you?

You can contact our reservations centre by telephone, write us an e-mail or visit the Paris office of Vacances Bleues. Go to the Contact us page, accessible from the bottom of the internet site page.


To whom should I address my comments (or claims) for a trip I took?

At the end of each Vacances Bleues stay or trip, an assessment form will be given to you on which you can indicate the reasons for your satisfaction as well as any complaints that you would like VACANCES BLEUES to know about. These forms are processed by a Quality Service. Customer Service replies to all questions of a commercial nature or that concern the quality of services that may be sent by post to: VACANCES BLEUES, Customer Service, BP 217, 13431 Marseille Cedex 06. 

Shortly after the end of your stay, you will also receive a satisfaction questionnaire via e-mail, inviting you to share your experience. 


What happens to the personal information I provide to you?

This information is destined for Vacances Bleues. As long as you give your prior consent, we may exceptionally forward it to third parties (commercial partners, etc.). We would remind you that, merely by making the request in writing, you have the right to access, change, rectify or remove information about that you that could identify you, pursuant to the French "Computing and Freedoms" Law of 6 January, 1978. 


How can I refer a friend?

Vacances Bleues offers you the option of referring a friend. Together you will benefit from a € 40 reduction on your next stays (the offer is subject to conditions). To learn more, click here!


Payment and Reservation


How will I know if my reservation has actually been confirmed?

An order confirmation number will appear once your order has been validated online. Confirmation of an order automatically generates the printing of contract.
Within about 48 hours from the time you registered, we will send you confirmation of your reservation with the corresponding invoice.


I’m having a problem making my reservation online, who can help me?

If you are having the slightest problem in making your reservation online, don’t panic!! Ask for our help online by contacting us at +33 4.91.00.96.49 (no long-distance charge).


Can I safely pay with a credit card?

Our site uses the PAYBOX securitised payment facility.

  • When the purchaser is invited to pay for the order, he/she is sent site from the e-commerce site to the PAYBOX platform which displays an SSL (https) encoded platform to him/her.
  • After entering the card data, it will be sent through various checking and fraud management filters, and the PAYBOX SYSTEM will then request authorisation from the Bank Card Network or from the individual issuer concerned. 
  • The purchaser is then redirected to the e-commerce site with the result of the payment (Accepted / Rejected / Cancelled).
  • The Merchant is informed of the result of the transaction in real time, via a computer message sent via the PAYBOX SYSTEM to its web server. A payment slip (small invoice) is also sent to it immediately. 
  • Every evening, the PAYBOX SYSTEM performs the remote data collection for the day, sending the transactions to the cash server of the Merchant’s bank. The bank then acknowledges receipt of the remote data collected.


Can I pay for my stay other than by credit card?

Yes, we also offer the option of paying for your stay:

  • By bank cheque, postal cheque or money order (not by card order) issued in favour of Vacances Bleues.
  • By holiday vouchers
  • By telephone

(Any cheques or money orders, even if accompanied by a letter, must show your order number on the back).

The address to which it should be sent is:
Vacances Bleues
32, rue Edmond Rostand
BP 217
13431 Marseille cedex 06

You can also pay us by visiting one of the Vacances Bleues branches.


Can I pay for my stay with holiday vouchers?

Yes, because Vacances Bleues is approved by the Agence Nationale pour les Chèques-Vacances.
We advise you to send them by recorded delivery letter and state your order number. 


Must I pay for the entire stay immediately?

You will be asked to make a down payment when you make the reservation. This must be paid for at the latest when you receive the statement of your order. Payment of the balance must be made 40 days at the latest before the start of the stay, otherwise we are free to re-assign your room, as stated in our conditions of sale. For last minute reservations (less than 40 days before the departure date), you must pay for the entire stay at the time you make the reservation. 


Cancellations


How can I change or cancel my reservation?

By telephoning us or visiting the Vacances Bleues branch in Paris. The cancellation must be confirmed to us by recorded delivery letter before the start of the stay, as shown by the date of the postmark. Where you have taken out cancellation insurance, you must also inform the insurance company (via e-mail : gestion-assurance@mutuaide.fr, or by post: Mutuaide 8 avenue des Frères Lumière 94368 Bry-sur-Marne FRANCE).


What are your conditions for changing or cancelling?

The cancellation of a stay in France or a stay abroad will involve the application of the following penalties:

Cost of cancelling a stay or hiking tour in France, excluding partners

  • More than 45 days before the start of the stay, only administration costs will be retained,
  • Between 45 and 31 days from the start of the stay, administration costs and € 16 of cancellation costs will be retained,
  • Between 31 days and 15 days before the start of the stay, administration costs and the down payment will be retained,
  • Less than 15 days before the start of the stay, administration costs and 50% of the cost of the holiday will be retained,
  • For stays that include a supplement, the total amount of the supplement will also be retained. 
  • Failure to arrive at the start of the stay: if the establishment is warned by telephone, the cancellation conditions will apply. Otherwise, no reimbursement can be made.
  • For the Christmas and New Year periods, there is no reimbursement in the case of cancellation.

Cost of cancelling a trip abroad and partner trips

  • More than 45 days before the start of the stay, only administration costs will be retained,
  • Between 45 and 31 days from the start of the stay, administration costs and € 16 of cancellation costs will be retained,
  • Between 30 and 21 days before departure, administration costs and 25% of the cost of travel will be retained,
  • Between 20 and 15 days before departure, administration costs and 50% of the cost of travel will be retained,
  • Between 14 and 9 days before departure, administration costs and 75% of the cost of travel will be retained,
  • Between 8 days and the eve of departure, administration costs and 90% of the cost of travel will be retained,
  • Failure to arrive on the day of departure, no reimbursement can be made,
  • Where a trip is interrupted while it is proceeding, no reimbursement can be made, regardless of the reason,
  • For Sicily, Morocco, Tunisia, Canada, Sardinia, Bulgaria and the Guadalquivir cruise; less than 31 days before departure, the administration costs and 100% of the cost of the trip will be retained,
  • For the river cruise on the Volga (Russia): between 90 days and 60 days before departure: 25% of the cost for each person; between 59 days and 31 days before departure: 50% of the cost for each person, less than 31 days : 100% of the costs per person will be retained.
  • For all travel requiring a visa, once visas have been issued, the cost of the visas is not reimbursable..

What is the point of the cancellation insurance you are offering me?

Optional cancellation insurance with an extract from the general conditions of sale and the warranties are offered to you when you receive the statement of your request for a reservation. After deduction of an excess,  it enables you to be reimbursed for the sums retained, excluding membership of Vacances Bleues, for a trip that was cancelled for health reasons, serious incidents or exceptional work circumstances. Cancellation insurance must be taken out one month at the latest before the start of the holiday. 

Consult details of the cancellation insurance.