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Coronavirus

CORONAVIRUS EPIDEMIC INFORMATION & MEASURES

We advise impacted customers to regularly check this dedicated coronavirus webpage for further updates.

 

Updated on 30/11/2022

 

COVID-19 REFUND GUARANTEE IF FACING ANY OTHER LOCKDOWN

You would like to go on holiday? Book without any stress!

You would like to book your future break but you are wondering about cancellation or modification conditions in case of a Covid-related local lockdown in the area you live in or holiday destination? No worry! Book without any stress, refund or change date will be possible without any additional fee in the event of a Covid-related local lockdown or any other official travel restriction! (*)

Besides our cleaning standards to ensure you a healthy experience that we have increased, more flexibility offered by change of cancellation policy (free of charge until 7 or 3 days before arrival depending on rate), refund is guaranteed if you were unable to travel because of COVID-19 measures and requirements made by public authorities! (*)

 

Get more info about our « COVID-19 refund guaranteed if facing another lockdown  » offer hereafter to prepare your holiday with peace of mind!

 

(*) DETAILS ABOUT THE COVID-19 REFUND GUARANTEE OFFER if facing another lockdown

For any request of cancellation or date change related to Coronavirus travel restrictions declared by competent national authorities, affecting a participant of the stay and/or having an impact on the total stay period(**), 100% of the amount paid for accommodation and services (direct bookings only) will be refund up to the day of departure by cash and/or by voucher (***) if one of the  following circumstances mentioned below applies:

  1. Border closures or travel limitations set by authorities (home country or destination);
  2. A recommendation from the government of your country against non-essential travel to the destination region;
  3. Lockdown in your home area or holiday destination;
  4. Property closure ;

For any other reason, the general terms of sale apply. A Cancellation insurance to protect you from other unforeseen events covering the COVID-19 disease is available for even more serenity, by booking on our site. 

 

Change/cancellation request must be made at the earliest 30 days before the date of departure and must be made up to one day before arrival. Offer valid for any booking made before 31/03/2023.

 Offer valid according to availability. If these conditions occur during the stay, the unused nights will be refunded. Offer not valid for a stay paid by voucher. A stay paid by credit voucher will be refunded with a new voucher issued by the property for a future stay with the same amount.

 This guarantee does not apply to other reasons such as: beaches closed, bars and restaurants closed, personal concerns, partially closed infrastructures. Circumstances known at the time of booking are excluded (measures and requirements made by public authorities already in place at the time of booking, non-exhaustive list). For any other reason of requesting change or cancellation, the terms of sale on your original booking apply. 

(**)Proof will be required or depending on government official measures taken between booking and arrival date. 

(***) Customer will have to pay the difference for any future stay more expensive than original one and if the amount is less, than the original one, the original value will be charged on the price of the new stay, and the balance will be carried over to a new voucher to be spent on another stay. Credit voucher is not transferrable. The voucher is personal and may not be assigned or otherwise transferred to another part.

Customer will have to pay the difference for any future stay more expensive than original one and if the amount is less, than the original one, a credit voucher will be issued. 

If original booking is  related to a non-refundable rate, date change may be possible without any fee or the amount that you already paid will be refunded by voucher only valid for a period of one year . 

  

 

 

Updated on 05/11/2021

 

COVID-19 REFUND GUARANTEED

You would like to go on holiday ? Book without any stress!

You would like to book your future break after December 1st but you are wondering about cancellation or modification conditions in case Coronavirus may affect your travel plans? No worry! Book without any stress, refund or change date will be possible without any additional fee! (*)

Besides our cleaning standards to ensure you a healthy experience that we have increased, more flexibility offered by change of cancellation policy (free of charge until 7 or 3 days before arrival depending on rate), reimbursement is guaranteed in case you may not be able to travel because of COVID-19 circumstances  ! (*)

Get more info about our « COVID-19 refund guaranteed » offer hereafter to prepare your holiday with peace of mind!

 

(*) DETAILS ABOUT THE « COVID-19 REFUND GUARANTEED » OFFER:

For any request of cancellation or date change related to Coronavirus outbreak as declared by competent national authorities, if your booking (booked directly with the property)  is affected by coronavirus related events, the following will apply depending on your original booking’s conditions /according to the original rate booked (flexible or not) :  

  • If your original booking is flexible (fully or partially refundable), date change may be possible without any fee (****) or the amount that you already paid will be refunded by cash or by voucher (***), if one of the coronavirus-related events mentioned below applies (**) ;
  • If your original booking is non-refundable, date change may be possible without any fee (****) or the amount that you already paid will be refunded by voucher (***), if one of the coronavirus-related events mentioned below applies (**).

 

CORONAVIRUS-RELATED EVENTS (**) ARE :

  1. You or a person travelling tests positive for Covid-19 with the RT-PCR test and must self-isolate during their stay;
  2. You must observe a quarantine period stipulated by a doctor ;
  3. Border closures or travel limitations set by authorities (home country or destination);
  4. Lockdown in your home area or holiday destination;
  5. A quarantine period being imposed for holidaymakers travelling to your destination region;
  6. Property closure ;
  7. Official exams date changed rescheduled over original stay period (justified by a school certificate).

 

Change/cancellation request must be made at the earliest 30 days before the date of departure and must be made up to one day before arrival. Offer valid for any stay until 31/10/2021, and any booking made before 30/11/2021. Offer valid according to availability. If these conditions occur during the stay, the unused nights will be refunded. Offer not valid for a stay paid by voucher. A stay paid by credit voucher will be refunded with a new voucher issued by the property for a future stay with the same amount.

This guarantee does not apply to other reasons such as: beaches closed, bars and restaurants closed, personal concerns, partially closed infrastructures. Circumstances known at the time of booking are excluded (measures and requirements made by public authorities already in place at the time of booking, non-exhaustive list). For any other reason of requesting change or cancellation, the terms of sale on your original booking apply.

(**)Proof will be required or depending on government official measures taken between booking and arrival date.

(***) Customer will have to pay the difference for any future stay more expensive than original one and if the amount is less, than the original one, the original value will be charged on the price of the new stay, and the balance will be carried over to a new voucher to be spent on another stay. Credit voucher is not transferrable. The voucher is personal and may not be assigned or otherwise transferred to another part.

 (****) Customer will have to pay the difference for any future stay more expensive than original one and if the amount is less, than the original one, a credit voucher will be issued.

 

 

Updated on 03/05/2021

In accordance with French government’s last announcement on March 31 about national lockdown, the residence is closed until April 29 included.
For stays with arrival date until April 29 included, you will be able to :
- change your stay period without any cost,
- obtain a voucher without any cost,
- request a refund of the total amount of your booking. 
Experieencing a high volume of requests, we thank you in advance for your patience and understanding regarding the processing time.

For a booking made on another reseller’s website, via a partner, please manage your booking by contacting the reseller’s customer service department.

 

 

 

Updated on 30/10/2020

 Dear guest,

Unfortunately, regarding the Coronavirus, our apart hotel is closed due to French lockdown from October 30 until December 1st, included at least. We are actively working on managing your bookings.

In this expectation, please find below the main frequently questions you have to obtain assistance as soon as possible.

Looking forward to welcoming you again, stay safe and take care of yourself.

The property’s management team.

 

I have a reservation with check-in date planned between October 30 and December 1st, 2020 included. What should I do?

No steps are necessary on your part. Staff will reach you to manage your booking. First of all, understanding that you’re not able to travel and to ensure your satisfaction, your booking will be automatically cancelled and we will invite you to book on another stay period (different rates may apply). If not, a voucher will be issued for a future stay, equal to the value paid by you or a higher amount (depending on stay period, etc.). if not,  a full refund of any prepayment/deposit will be done.

Please note that our staff is actively working on responding to all your requests as quick as possible. We thank you in advance for your understanding.

I have a reservation with check-in date after December 1st, 2020 included. What should I do?

Your stay is for the moment not concerned by the lockdown or property's closure. As a result, general terms and conditions mentioned on your booking apply. In case of extended French lockdown, you may then be contacted at that time by our staff.

 


Updated on 03/06/2020

«  Travel confidently. Your health is our priority ! »

 

Dear guest,

We are happy to announce you the property’s re-opening scheduled on May 29, 2020.

In accordance with government’s measures and considering the period we are going through, more than ever, our priority is our employees and guests health safety and wellbeing! 

In that sense, with the risks associated with COVID 19, and in keeping with government guidelines, we have implemented a number of additional measures, to ensure that we go even beyond all the necessary precautions to take good care of your health, to ensure a healthy experience, a safe stay!

Hereafter a brief overwiew and non-exhaustive list of safety precautions and amenities that you will experience, plus good practices, tips we strongly encourage you to adopt to let you travel with peace of mind. Travel safe is team effort, together we can!

Looking forward to welcoming you,

The property’s management team.

 

Mesures prises pour faire face au Covid-19 : l’hygiène, notre priorité !

  • Gel hydro alcoolique à disposition à l’intérieur de l’établissement,
  • Installation de vitres de protection à la banque d’accueil / réception,
  • Nettoyage et désinfection plusieurs fois par jour de la banque d’accueil et postes de travail du personnel,
  • Aménagement du Parcours client redéfini pour éviter que les clients ne se croisent,
  • Marquage au sol de distanciation sociale,
  • Procédures d’accueil et d’enregistrement revisitées pour réduire les points de contact via le numérique, notamment pour éviter au maximum la manipulation de documents physiques,
  • Nouvelles procédures de remise des clés le jour d’arrivée et de départ avec prise de rendez-vous pour échelonner le nombre de voyageurs dans l’espace réception,
  • Paiement à distance / sans contact privilégié
  • Nettoyage accru des zones publiques et des surfaces fréquemment touchées par les voyageurs et les membres de l'équipe,
  • Désinfection régulière des poignées de porte, des interrupteurs, rampes et des terminaux de cartes de crédit,
  • Affichage des gestes barrières et mesures d’hygiène dans les espaces communs,
  • Procédure de nettoyage et désinfection des locations renforcée, notamment des éléments souvent manipulés comme la télécommande de la télévision, le téléphone, les poignées, les portes ou les rideaux,
  • Articles de toilette réduits à l’essentiel,
  • Restrictions d’affluence, chaises longues et parasols espacés et désinfection de la zone piscine renforcée (sous réserve d’instructions à venir des autorités sanitaires et mesures gouvernementales),
  • Mise en place et respect des gestes barrières par nos équipes,
  • Mise à jour des instructions et des procédures pour tous les membres de l'équipe sur les normes générales d'hygiène, conditions de travail et les instructions sur la désinfection des mains, sur les règles sanitaires propres au Covid-19,
  • Port du masque et/ou visière par nos équipes,
  • à Retrait dans les locations et espaces communs des éléments non essentiels (coussin d’ornement, brochures, etc.),
  • Le service de bagagerie en adéquation avec les indications gouvernementales prohibé,
  • Les distributeurs de boissons /collations suspendus jusqu’à nouvel ordre.
  • L'entretien du linge de lit et de toilette assuré par des sociétés externes pour lesquelles la capacité à respecter les protocoles définis a été vérifiée,
  • Mise à jour 03/06/2020 - L’espace piscine revisité avec un nombre d’usagers limité, procédure d’hygiène / désinfection renforcée des points de contact et chaises longues, mise à disposition du gel hydro-alcoolique et respect des mesures barrières demandé.

 

Que pouvez-vous faire ? Votre contribution ? Nous vous recommandons et vous invitons vivement à…

  • Appliquer les consignes gouvernementales relatives aux mesures barrières,
  • Maintenir au maximum la distanciation sociale,
  • Porter un masque (non fourni par l’établissement) lorsque la distanciation sociale n’est pas permise dans les espaces communs,
  • Vous laver les mains fréquemment et posséder un flacon de gel hydroalcoolique avec vous en permanence afin de vous désinfecter les mains avant manipulation des différents accès extérieurs de la résidence. A l’intérieur vous pouvez utiliser nos distributeurs de désinfectant pour les mains à disposition dans les espaces communs,
  • Eviter les poignées de main et les embrassades,
  • Aérer votre location 2- 3 fois /jour,
  • Tousser dans un essuie-tout que vous jetez, ensuite, à laver vos mains. Si vous n'avez pas de serviette en papier, toussez dans votre coude pour éviter que les gouttelettes d'air ne se répandent,
  • Eviter de vous toucher le visage : les yeux, le nez et la bouche.

 

Updated May 20, 2020

Government order - 25/03/2020 : Legifrance N°ECOC2008134R

Dear guests & partners,

 

Facing the actual exceptional health crisis we are going through, health and safety of all, customers and employees, have to be ensured.

This unprecedented crisis has also led to universal unthinkable travel restrictions. In this context, and taking into account the government measures, especially considering major closure of properties receiving public, which are not essential to national life, we have been forced to close our property at least up to May 28, 2020 included until further notice. This date may be extended subject to current health crisis evolution and related to government measures that can be taken.

Consequently, and in accordance with French law (order issued on 25 March 2020), stays that cannot be met, have been automatically cancelled for free and are subject to a credit note/voucher valid for 18 months. The refund credit note / voucher will be sent to you automatically via email.

For travellers who wish to cancel a booking not affected by the current closing period, and whose cancellation is made between March 20 and September 15, 2020 please refer to the cancellation conditions that applies in closure period as mentioned before.

Excluding the above-mentioned period, if you wish to cancel your stay, please refer to the general terms and conditions of sale and, if applicable, to the cancellation conditions provided by your payment method, personal insurance or "cancellation insurance" taken out at booking initial date.

We would like to draw your attention that we are doing as much as possible to answer your expectations and meet your demand, but due to these exceptional circumstances and in compliance with recent government measures taking into account the legislation applicable, we also had to reduce our staff and review our organization.

However, in order to ensure continuity of our service during this period, we would like to say you that we remain fully committed. But to achieve greater effectiveness, we ask you yet to contact us prior per email for any require to the dedicated email address below: contact@residencecotemer.com

In addition to that, to plan your next stay, please note that during this period our website remain available. Facing this exceptional situation, we are going through together and to avoid any stress, let us remind you that our sales conditions have been reviewed for any future booking in order to prepare your future stay peacefully.

Thanking you for your cooperation, kindness & loyalty, we are making every effort to support and listen to you as efficiently as possible and will update information here if required.

At your disposal, take care of yourself.

The property’s management team.

 

FREQUENTLY ASKED QUESTIONS

 

WHO TO CONTACT TO FOR CANCELLATION OR CHANGE OF RESERVATION REQUESTS?

Please contact us by email as follow: contact@residencecotemer.com

Due to a large number of requests, we are making every effort to respond as quickly as possible to all. Thank you for your patience. 

I'M LOOKING TO REACH CUSTOMER SERVICE BY PHONE.

Customer service cannot be reached by phone, but the answerphone is controlled as much as possible if you do leave a recorded message.

But due to a large number of requests, please give priority to emails by written us at contact@residencecotemer.com 

We are making every effort to respond as quickly as possible to all. Thank you for your patience. 

WHAT ARE THE CANCELLATION CONDITIONS?
  • Stays between March 20 and May 28, 2020 included at least (subject to health conditions evolution) are automatically cancelled for free for postponement subject to Ordinance No. 2020-315 of March 25, 2020 relating to the financial conditions for the resolution of certain tourist travel and stay contracts in the event of exceptional and unavoidable circumstances or force majeure.  An automatic credit note /voucher will be sent via email (see below).  
  • If you are concerned by this period, your stay is cancelled. We will send you a credit note / voucher corresponding to the amount already paid.
  • Cancellations made between March 1st and September 15, outside the closing period mentioned before, are subject to the same specific conditions as the closing period.
  • Excluding the above-mentioned period, cancellations are subject to our general terms and sales conditions or to your insurance’s terms and conditions.
HOW DOES THE REFUND CREDIT NOTE / VOUCHER WORK? WHAT ARE THE REFUND CREDIT NOTE / VOUCHER ’S CONDITIONS?
  • The refund credit note / voucher  is valid for a period of 18 months from the date of issue
  •   The refund credit note / voucher’s amount is equal to the amount that you already paid. If you paid only the deposit, the amount of the refund credit note / voucher will refer to the amount of the deposit you paid.
  • You may be allow to use all or part of your credit not, in one or more occasions. 
  •  The credit note / voucher’s balance will be refunded to you at the end of its valid period, if it has not been used (excluding non refundable offers).
  •  Your credit note / voucher will be sent to you by email in the next few weeks. The new booking is subject to availability.
  • If the price of the new reservation is higher, the customer will have to pay the price difference.
  • If the price of the new reservation is lower, the price difference remains available on your refund credit note / voucher valid only against a new booking (with a 18 months validity period, applying from issue’s date of your initial refund credit note / voucher ).
  • Please note that all the general terms of sale & conditions apply to the new booking.  
 
ARE CUSTOMERS BEING REIMBURSED?
  • Exceptional measures have been taken by the government to maintain the economic, financial and social stability and especially to the travel industry, by allowing travel professionals to issue a voucher for stays cancelled due to this unprecedented health crisis.
  • If you hold a booking affected by this situation, your stay is being cancelled.  A refund credit note / voucher which corresponds to the amount that you have already paid for your stay, will be sent.
  • Simply put, we hope to provide a deeper understanding and support as we offer  you more flexibility  and free cancellation. We would like to draw your attention that we are adapting to new circumstances as much as possible.
  • This refund credit note / voucher  will be valid for 18 months from the date of issue.
  • If, however, after 18 months you are unable to book a new stay, your money is not lost. We guarantee the total reimbursement of your stay (except non refundable and non cancellation offers initially chosen by yourself). 

 

HOW TO MAKE A CANCELLATION REQUEST FOR A RESERVATION MADE THROUGH BOOKING.COM, HOTELS.COM, EXPEDIA OR ANOTHER RESELLER'S WEBSITE?

To manage your internet booking made on another reseller’s website, please contact the reseller’s customer service department.

We offer

3 Star Standard Facilities

Direct access to the beach

A swimming pool

Comfortable accomodation

Other destinations