Find answers to your questions

Reservation

• Where can I find my home number?

  The residence number is on your voucher available from your travel account. Your voucher is available 30 days before your departure when the balance of your stay is fully settled.

My stay

• How do I access my voucher?
• What are the possible arrival times?
• What documents will be asked of me upon arrival?

• How long after the bail is recovered?

  Reimbursement of the security is subject to bank deadlines: either 15 days for payment by bank card, and for payment by cheque, the latter is either returned or destroyed by the partner.

• Are animals allowed?

  Our website offers more than 15,000 "pet friendly" rentals to accommodate your dogs and cats, with the exception of animals of dangerous categories. To ensure your pet is welcomed, use the 'Pets allowed' filter when searching. Only dogs and cats can be accommodated, limited to one per dwelling, and a supplement can be requested for thorough cleaning. It is mandatory to present an up-to-date vaccination book on arrival, and your pet must not stay alone in the accommodation. Report the presence of your pet as soon as you book. Rabbits, NACs, Indian pigs, wigs and other birds are not accepted. For more tips on staying with your pet, visit www.nosvacances entreamis.com, in partnership with the 30 Million Friends Foundation.

• Is it possible to add participants to the stay?

  It is completely possible to add participants to your stay from the moment the capacity of the accommodation is not exceeded.
  To do this, you will only have to notify the on-site reception on the day of your arrival in order to adjust the payment of the tourist tax. If you wish this or these new participants to appear on your invoice, you can send your request by email to our teams.

• I didn't get my confirmation email, what should I do?

  If you have not received your confirmation email, check your spam, it may be there by mistake. You can also log in to your account to see if your reservation is displayed. If this is not the case, please contact customer service by e-mail at serviceclients@maeva.com or by phone at the following free number: 01 81 80 25 43.

• How can I extend my stay?

  To extend your stay, we invite you to log in to your travel account and click on "Edit". You can also contact our customer service by e-mail at modification@maeva.com or by phone at the following free number: 01 81 80 25 43.

• I'm looking for the bill for my stay, where can I find it?

  You can find your invoice by logging in to your travel account under "My reservations".
  It will be available once your reservation has been paid in full.

• I'd like to order a TV, a baby cot...

  No problem! Options such as a baby chair, a children's bed, a TV... if they are not automatically part of the service are to be ordered from the residence.
  For this, you can note your wish in the white box provided for this purpose on the page of the order confirmation. If you have already finalized your reservation, send us your request by e-mail with your file number and the name under which it was registered. We will then transmit it to our hosting partner.
  If your voucher is already available on your Travel Account, you can also contact our hosting partner directly, whose contact details appear on the document.

• What documents will be asked of me upon arrival?

  When you arrive on site, the reception of your accommodation will ask you for your "ticket" (also called "voucher" or "travel document"). This document summarizes all the information about your stay: contact details of your accommodation, arrival times, information about your holiday destination, etc.
  
  Your voucher can be downloaded to your Travel Account / My Account space a few days after the balance of your stay is paid. You will be informed by e-mail.
  
  CAUTION: To have access to your reservation upon arrival, you must present your voucher.
  
  To print your voucher, just go to your Travel Account available from the maeva.com homepage. You can identify yourself using your e-mail and password created when you register. You will then access the summary of your file. Then select "Print my voucher". This one appears thanks to the Acrobat Reader application, you just have to start printing.
  
  If you have difficulty downloading your voucher, our Holiday Advisors will be at your disposal from Monday to Friday from 9:30am to 7:30pm and Saturday from 2pm to 7pm at
  01 81 80 25 43.
  
  Enjoy your stay and feel free to share your photos on the networks with #maevacom!

• I wish my apartment had a special view.

  And we understand you! :)
  We invite you to note your wish in the white frame provided for this purpose on the page of the order confirmation. If you have already finalized your order, send us your request by e-mail to infos@maeva.com with your file number and the name under which it was registered. We will then transmit it to our hosting partner.
  
  ATTENTION: it is the residences that assign the apartments. Under these conditions, we cannot guarantee 100% that your request will be met. However, our hosting partners are always doing their utmost to meet your expectations!

• Can I anticipate all arrival and deposit procedures online?

  StartFragmentThis is what we advise you to do but it depends on the establishment you have booked.
  In most campsites and rentals "maeva Home", no need to go to the reception to collect your keys or pay the tourist tax!
  With the Pre-checkin 100% online, all these formalities can take place online and your keys are waiting for you directly in your rental. For the Check-out, a contactless key is also set up.EndFragment

• Where is the address of the accommodation reserved?

  This information is available on your "exchange voucher".
  This document summarizes all the information about your stay. Here you will find the contact details of your accommodation, an access map and a lot of information about your holiday destination.
  
  Your voucher can be downloaded to your Travel Account a few days after the balance of your stay is paid. You will be informed by e-mail.
  
  ATTENTION: We do not communicate the contact details of our vacation rentals before the balance of your stay is paid.

• Can I go on vacation with my pet?

  Your little companion also has the right to change air! On the website you will often find a criterion: pets allowed. You then access more than 15,000 holiday houses that are "pet friendly"!
  
  Sorry for Chouquette le hamster, the only animals allowed in holiday establishments are dogs and cats - out of dangerous categories and that can be kept on a leash.
  Pets are often subject to a daily supplement to be paid on site. It corresponds to a larger household to eliminate hair for example... Our four-legged friends are limited to 1 per unit and you will need to present an up-to-date vaccination book upon arrival.
  You are civilly responsible. So Rex must accompany you all day and can't stay alone in the rental. Still... for him too, it's holidays!
  So that you are, welcomed in the best conditions, think to report as soon as you book that you come with Rex or Felix or Mina... finally your pet.
  
  And to spend a serene stay, our partner the 30 Million Friends Foundation has prepared you a checklist full of tips to travel serene as well as valuable tips to find on the website: www.nosvacances entreamis.com/

• What are the possible arrival times?

  Most of the time, arrivals take place between 5pm and 7pm, allowing the teams to prepare your accommodation after departure from the previous holidaymakers.
  In case of late arrival or on a day other than Saturday, you can contact your property a few days before the number shown on your voucher to prevent them and fix with them how to recover the keys.

• How do I access my voucher?

  Ha, looks like you're going on vacation soon? Fun! You can download your voucher to your travel account. Please note that this is only possible a few days after the payment of the total amount of your reservation. In any case, you will receive an email from us when your voucher is ready. Download or print your voucher, you will need it when you arrive.

• Are sheets included in the rate?

  It depends on the accommodation!
  This information is included in the description of your accommodation on your Travel Account (in the section: More information) available from the homepage. When the bed linen rental is optional, you can bring yours or pay a surcharge for this service.

• I think I'll be here later than the deadline.

  On your voucher, which contains all the information about your stay, you will find the times at which the reception is open on the day of your arrival, as well as the telephone number of your accommodation. Make sure to contact them to warn them of your delay and the estimate of the time of your arrival, they will then give you specific instructions to recover the keys of your accommodation.

• What should I pay on the spot?

  For any stay in France and Spain, you must pay the tourist tax, the amount of which varies between €0.2 and €2 per night per person. This amount is fixed by the municipalities and may be zero or reduced for children, according to local rules. The tourist tax will be charged upon arrival by your accommodation.
  The country conditions are summarized below:

  • France: The residence tax applies only to adults (+18 years). Children are exempt.
  • Spain: The residence tax applies to adults and children from the age of 16. Children under 16 years of age are exempt.
  • Belgium and the Netherlands: The tax applies to all adults and children.
  • Germany: Adults pay the tax, while children under the age of 6 are exempt.
  • Italy: The tax applies to adults and children from the age of 10. Children under 10 years of age are exempt.
  • Portugal: Adults pay the tax, while children under 13 are exempt.
  • Croatia: Adults pay the tax. Children between 12 and 18 years of age benefit from a reduced rate (half price), and those under 10 years of age are exempt.

  Some municipalities may apply specific exceptions or rules. We invite you to check the details of your voucher or to inquire directly with your accommodation.
  
  The deposit of the apartment is also payable at the reception of your accommodation upon arrival. Its amount is specified on your voucher.
  In some cases, charges (water, electricity) can be set according to meter reading or the package. If so, it will be specified on your voucher.
  And that's it!
  Enjoy your stay and feel free to share your photos on social media!
  

Payment

• Can I pay my stay by holiday voucher (ANCV) and complete by personal check?

• Is my reservation closed once the payment is made on the site?

  Upon receipt of your payment, the reservation is forwarded to the selected accommodation. Therefore, we receive as soon as possible confirmation of the availability of the booked accommodation.
  In very rare cases of unavailability, we cancel the payment and return to you to search together for another accommodation adapted to your needs. If the money has already been debited from your account and no satisfactory alternative has been identified, your card will be re-credited immediately.

• Can I pay in ANCV Connect?

  Good news! The answer is yes!
  
  You can pay in ANCV connect directly on the secure site or by phone with a customer advisor. Unlike ANCV cheques, the entire amount of the stay can be paid in ANCV Connect at no extra charge. Please note that if the ANCV connects does not contain the entire amount of the stay, the rest of the stay must be completed by credit card.
  When your ANCV cheques are cashed you will be notified by email.
  

• How do I shift my monthly payments?

  It is not possible to shift the monthly payments.

• Is it possible to postpone a monthly payment?

  It is not possible to postpone a monthly payment of one month.

• Where can we find our deposit confirmation?

  You can find your deposit confirmation on your invoice by logging in to your travel account.

• How to pay with two different accounts?

  It is not possible to pay with two different accounts.

• What is the sampling time?

  The automatic sampling is done within 48 hours.

• I can't complete the payment, what should I do?

  If you have difficulty finalizing your booking payment, please contact our customer service department by e-mail at customer service@maeva.com or by phone at the following free number: 01 81 80 25 43.

• Can I group multiple reservations into one payment?

  No, each reservation must be paid separately by credit card.

• What should I pay on the spot?

  For any stay in France and Spain, you must pay the tourist tax, the amount of which varies between €0.2 and €2 per night per person. This amount is fixed by the municipalities and may be zero or reduced for children, according to local rules. The tourist tax will be charged upon arrival by your accommodation.
  The country conditions are summarized below:

  • France: The residence tax applies only to adults (+18 years). Children are exempt.
  • Spain: The residence tax applies to adults and children from the age of 16. Children under 16 years of age are exempt.
  • Belgium and the Netherlands: The tax applies to all adults and children.
  • Germany: Adults pay the tax, while children under the age of 6 are exempt.
  • Italy: The tax applies to adults and children from the age of 10. Children under 10 years of age are exempt.
  • Portugal: Adults pay the tax, while children under 13 are exempt.
  • Croatia: Adults pay the tax. Children between 12 and 18 years of age benefit from a reduced rate (half price), and those under 10 years of age are exempt.

  Some municipalities may apply specific exceptions or rules. We invite you to check the details of your voucher or to inquire directly with your accommodation.
  
  The deposit of the apartment is also payable at the reception of your accommodation upon arrival. Its amount is specified on your voucher.
  In some cases, charges (water, electricity) can be set according to meter reading or the package. If so, it will be specified on your voucher.
  And that's it!
  Enjoy your stay and feel free to share your photos on social media!
  

• Why are service fees variable?

  Service fees vary according to the amount of your stay. These fees help us operate our platform and allow us to offer services such as dedicated telephone service available 6 days a week.

• What are the conditions for receiving payment in 3 times?

  Payment in 3 times is only available if your reservation is made more than 90 days before the departure date and if the stay is not at "non-cancellable, non-refundable" rate. In all other cases, you can benefit from it.

• How are the levies distributed in the case of a 3 times payment?

  Payments are distributed as follows:

  • 30% of the total amount at time of booking (M0),
  • 35% one month after booking (M+1),
  • 35% two months after booking (M+2).

  These deadlines are fixed regardless of the actual date of departure.

• Is there a minimum amount to be able to pay in three times?

  No, no minimum is required: all stays are eligible for payment in 3 times, regardless of the cost!

• Is my reservation confirmed from the first payment when I choose payment in 3 times?

  Yes don't worry, with maeva your reservation is secure as soon as the initial 30% payment is made when booking.

• How to select payment in 3 times when booking?

  If your stay is eligible (starts in more than 90 days), the option "Pay in 3 times" will automatically appear in the choices offered on the payment page, alongside the other modes (payment in 1x, 2x or 4x depending on the case).

• Does the 3-time payment involve additional costs?

  No, payment in three times is free for all.

• How much is the service fee?

  The amount of the service fee varies depending on the amount of your stay.
  These costs contribute to the operation of our platform and allow us to offer services such as dedicated telephone service available 6 days a week.
  The service fee varies between 10€ and 50€ depending on the amount of your stay and is increased by 18€ for payment by mail via cheque, holiday voucher or gift voucher.

• What address do I send my check to pay for my stay?
  

  You can send us your cheques (ANCV or personal cheque) to:
  maeva.com, La France du Nord au Sud - Booking service - 11 rue de Cambrai - 75019 Paris
  

• How do I book my last minute stay and pay in holiday vouchers?
  

  If you wish to book a stay with a departure of less than a month, we will ask you to pay the entire payment to block the reservation by credit card.
  You can then send us your holiday vouchers up to a maximum of 70% of the total amount of your stay.
  And we will automatically re-credit your credit card the amount sent by holiday cheques (net of mail processing fees) of your reservation within a maximum of 2 months.
  
  Send the required amount to:
  maeva.com, La France du Nord au Sud - Booking service - 11 rue de Cambrai - 75019 Paris
  

• Can I pay my stay by holiday voucher (ANCV) and complete by personal check?

  Good news, the answer is YES :)
  It is quite possible to settle his stay with several means of payment. You can pay a part by holiday cheque (ANCV) and complete another payment method such as the personal cheque or credit card.
  To do so, we invite you to send us by mail the holiday vouchers accompanied by the supplement, specifying the reference of your estimate contained in your confirmation e-mail. You can send us your cheques (ANCV or personal cheque) to the following address: maeva.com, La France du Nord au Sud - Reservations service - 11 rue de Cambrai - 75019 Paris
  
  Attention: If the accommodation you have chosen is no longer available upon receipt of your payment, we will not be able to confirm your reservation. We no longer accept holiday and personal cheques within 15 days of departure. If your check arrives less than 15 days before the start of your stay, the reservation cannot be validated. However, you can pay by credit card.
  Beware Bis: no hand-over of the seat is accepted, you must It's imperative. Send your payment by mail.
  
  When your ANCV cheques are cashed you will be notified by email.
  
  The service fee for any payment by any means other than the credit card shall be increased by 18 euros in addition to the initial fee.

• Can we settle the stay in several times?

  Yes: move your payments, not your holidays!
  Depending on your dates of stay, we offer you many payment facilities, including payment in 2 or 3 times.
  Also, our financial partner FLOA BANK offers you to pay your reservation in 4 maturities by credit card. After completing your reservation, you must choose to pay for it using the payment solution "pay in 4 times"; You will then be redirected to the FLOA BANK payment page on which you can proceed with your payment.
  Floa is the only decision-maker to accept the files or not.
  Note, however, that payment in multiple times is not cumulative with ANCV or ANCV Connect cheques.

• Do you accept VACAF cheques?

  We do not accept payment by VACAF cheques, we are sorry!
  However, you can use the ANCV holiday vouchers; CADHOC; TIR GROUP; BIMPLI.

• What means of payment are accepted?

  We offer you several methods of settlement, it is up to you to choose!

  • Bank card: directly on the secure site or by telephone with a customer advisor
  • Paypal: on the secure site - attention must be paid total payment of your stay, no deposit.
  • Transfer: see section « Pay my reservation by bank transfer »
  • Bank cheques (+ 18 Euros): Service fee of 18 euros plus. Please note, for the payment of the quotations, the reservation will be blocked only upon receipt of the latter. No bank check will be accepted within 15 days of the start of the stay.
  • Holiday vouchers (ANCV) / Gift vouchers (Tir Groupé, Tickets Compliments, Cadhoc)(+ 18 Euros) Additional service charges for this method of payment, in addition to the initial fee: We accept holiday or gift vouchers up to 100% of the total amount of your stay. If it is a departure for more than a month, we will first ask you for a 30% deposit to block the reservation. In this case, we advise you to pay the deposit by credit card for example and to send us the holiday checks for the payment of the balance (which must arrive one month before departure).
  • ANCV Connect : directly on the secure site or by telephone with a customer advisor. Unlike ANCV cheques, the entire amount of the stay can be paid in ANCV Connect at no extra charge. Please note that if the ANCV connects does not contain the entire amount of the stay, the rest of the stay must be completed by credit card.

  
  If this is a departure of less than a month, we will ask you for the entire payment to block the reservation. You can, however, pay the whole by credit card, for example, and then send us the holiday checks. We will automatically re-credit your credit card of the amount sent by holiday vouchers (net of mail processing fees) of your reservation within a maximum of 2 months.
  Send the required amount to:
  maeva.com, La France du Nord au Sud - Booking service - 11 rue de Cambrai - 75019 Paris

  
  For more information about your stay, our Holiday Advisors will be at your disposal from Monday to Saturday from 09:30 to 19:30.

• I want to pay for my reservation by bank transfer.

  To receive the RIB from our company, please send an e-mail request to our Vacation Advisors. You will receive our company's RIB or IBAN code as soon as possible.
  Once the transfer has been made, we invite you to email the proof of transfer so that the payment is properly recorded in your folder.
  Attention, for any payment by transfer it takes approximately 72 hours before the settlement is registered. During this period your reservation is not yet firm. In case of a problem of availability upon receipt of your settlement a customer advisor will contact you to find another offer or we will proceed to refund your payment.

The Flexi+ offer

Best price guarantee

• How to enjoy the best price guarantee?

  Easy! Did you find the same stay cheaper elsewhere within 48 hours after booking? Send a screenshot of the cheaper stay with your first name, surname and reservation number to sav@maeva.com. If your application is validated, you will receive a refund of the difference as soon as possible!
  
  See all conditions here

• What are the best price guarantee conditions?

  You can request a refund of the difference between the price of your stay at maeva.com and the same stay at one of our partners within 48 hours.
  This reimbursement relates to:
  - The price of the rental.
  - An identical stay: same accommodation, same number of participants and same arrival and departure dates.
  - A rate recorded by a competitor*.
  - A request made within 48 hours of booking.
  *Other sites of the group: maeva.com, France from North to South, Ski from North to South, Vacansoleil and Pierre & Vacances.
  It does not cover:
  - Booking fees and selected options.
  - Price reductions at the group sites. Our rates may vary depending on stock availability, last minute offers and temporary discounts.
  - Works council sites.

• What are the sites of your group on which the best price guarantee does not apply?

  Yes, maeva is the last of a large family! The best price guarantee applies to all our competitors outside the group: maeva.com, La France du Nord au Sud, Le Ski du Nord au Sud, Vacansoleil and Pierre & Vacances, and of course off company committee sites

• I found the same stay I booked on maeva.com cheaper elsewhere, where can I send my claim for refund of the difference?

  Well done, Sherlock! You can now send a screenshot of the cheaper stay, accompanied by your first name, surname and reservation number, to the address sav@maeva.com within 48 hours of your booking.
  Make sure that conditions are applicable.

Manage my reservation

• How much is the service fee?
• How do I change my booking?
• How do I access my Travel Account?

• What is the easiest time to reach a holiday advisor by phone?

  You want to talk to us "in truth"? Sweet:)
  Our call center is open from 09:30 to 19:30 Monday to Saturday and our holiday advisors will be happy to answer you!
  Schedules with the least online wait are in the middle of the morning between 10:15am and 11:30am, and in the middle of the afternoon between 2:30pm and 5pm. If you cannot reach us by phone, you can send us an e-mail.

• Why are service fees variable?

  Service fees vary according to the amount of your stay. These fees help us operate our platform and allow us to offer services such as dedicated telephone service available 6 days a week.

• Can we change the names on a reservation?

  You can change your booking information by logging in to your travel account by clicking on "Edit Reservation".

• How to change the age of holidaymakers?

  You can change your booking information by logging in to your travel account by clicking on "Edit Reservation".

• Can I group multiple reservations into one payment?

  No, each reservation must be paid separately by credit card.

• Is it possible to add participants to the stay?

  It is completely possible to add participants to your stay from the moment the capacity of the accommodation is not exceeded.
  To do this, you will only have to notify the on-site reception on the day of your arrival in order to adjust the payment of the tourist tax. If you wish this or these new participants to appear on your invoice, you can send your request by email to our teams.

• How do I view my booking details?

  To access the summary of your booking, simply log in to your Travel Account, accessible from the homepage of our website. You will have access to the details of the stay you have booked, the amount already paid, the balance to be paid etc. You can also book additional options or print your voucher.

• Can we make an option?

  Great, did you flash on one of our stays?! Unfortunately we do not take an option. Only reservations accompanied by a deposit of 30% of the amount of your rental together with the amount of service fees are validated.
  To be sure to enjoy the stay of your choice, we recommend that you pay the required deposit, by phone or via the Internet, to confirm your reservation.

• I have difficulties booking my stay on the site, what should I do?

  You blow a good blow and you call our holiday advisors (they can be reached Monday to Saturday from 09:30 to 19:30). They know our destinations well and are at your disposal to inform and accompany you in choosing and booking your stay.

• How do I change my booking?

  You can make your change request by logging into your Travel Account and clicking on "Edit or cancel your stay" to write your request.
  Your reservation may be modified within the limits of availability. For a change in date, rental or type of accommodation, a flat fee of at least 40 euros will be charged. If the modification involves cancellation fees with our hosting company, the fees may be charged to you. Please note that no cancellation request can be registered by telephone.

• How can I cancel my reservation?

  To cancel your reservation or simply know the cancellation conditions, simply log in to your travel account, click on the menu "My upcoming stays" and on the tab "Cancel my stay".
  Please note that no cancellation request can be registered by telephone.

• I want to turn my quote into a firm reservation.

  Excellent news, it means the holidays are approaching!
  To confirm your reservation, you just have to make a deposit of 30% of the amount of your rental together with the amount of the service fees and the cancellation guarantee (if desired).
  Less than one month from your departure, it is necessary to pay for your entire stay in order to confirm your reservation.

• How much is the service fee?

  The amount of the service fee varies depending on the amount of your stay.
  These costs contribute to the operation of our platform and allow us to offer services such as dedicated telephone service available 6 days a week.
  The service fee varies between 10€ and 50€ depending on the amount of your stay and is increased by 18€ for payment by mail via cheque, holiday voucher or gift voucher.

• How much do I have to pay to confirm the booking of the stay of my choice?

  To confirm your reservation, simply make a deposit of 30% of the amount of your rental with the amount of the service fee.
  Note that this is valid for reservations up to one month before your departure. When you book less than a month before your departure, your entire stay must be paid to validate your reservation.

• Is my reservation closed once the payment is made on the site?

  Upon receipt of your payment, the reservation is forwarded to the selected accommodation. Therefore, we receive as soon as possible confirmation of the availability of the booked accommodation.
  In very rare cases of unavailability, we cancel the payment and return to you to search together for another accommodation adapted to your needs. If the money has already been debited from your account and no satisfactory alternative has been identified, your card will be re-credited immediately.

• How do I access my Travel Account?

  It's very simple: your Travel Account is accessible from the homepage of the website or in Click here.
  To identify yourself, simply enter your e-mail address and password created when creating your account.
  If you no longer remember your password, just click on forgotten password, and hop the trick is played!
  

• Why am I being asked my details?

  We need your contact information to contact you, under no circumstances will they be distributed to a third party. So you can leave them without fear, we advise you, as it may happen that we need to contact you before your arrival.

• Where can I find my home number?

  The residence number is on your voucher available from your travel account. Your voucher is available 30 days before your departure when the balance of your stay is fully settled.

Satisfied or refunded

Ski Special

• StartFragmentWhat is a ski formula? EndFragment

  The ski formulas combine several services (accommodation, packages, equipment) reserved at one time.
  By combining everything in the same reservation, you benefit from significant discounts on each element included: accommodation, packages and equipment.
  These preferential rates, negotiated by our teams, make it possible to significantly lower the total price of your stay compared to separate purchases.
  There are several formulae:

  • Accommodation + Ski packages
  • Accommodation + Ski packages + Ski equipment
  • To book a ski formula, select the option "Ski Formula" when searching.

  In short, ski formulas are ideal for those who want to enjoy an optimised rate and a simplified organisation, while maximizing their savings.
  
  EndFragment

• What is an "à la carte" ski option?

  A la carte ski options can be added when booking or usually up to J-3 before arrival (subject to availability) from your travel account.
  You only choose what you need:

  • Ski packages
  • Ski equipment
  • Ski lessons

• Can I book my options after booking my accommodation?EndFragment

  Yes, you can add options (packages, equipment, ski lessons) from your travel account until usually 3 days before your arrival, subject to availability.
  This allows you to complete your stay even after confirming your accommodation.
  EndFragment

• What do the age groups of the packages correspond to?

  When booking, we ask you for the date of birth of each participant.
  This allows us to offer you directly the package adapted to the right age category, without risk of error.
  For example:
  A 5-12 year-old pass is reserved for children over 5 years of age and under 12 years of age on the first day of skiing.
  Age proof is always required to issue a package.
  

• Can I cancel optional packages or equipment without charge?

  With us, you can cancel optional packages or equipment without charge up to 7 days prior to your departure.
  For this, go to your travel account.

• StartFragmentIs the helmet provided with the equipment?EndFragment

  The helmet is not included in the basic package, but you can easily add it when booking by checking the box provided for this purpose.
  EndFragment

• How do I book my ski equipment?

  You can book your ski equipment directly when you book your stay or later from your travel account, up to 3 days before arrival (subject to availability).
  Just select the option Rates already include our negotiated prices.

• Can I cancel ski lessons free of charge?

  With us, you can cancel your ski lessons free of charge up to 14 days before your departure.
  For this, go to your travel account.

Cancelation

• How can I cancel my reservation?

  To cancel your reservation or simply know the cancellation conditions, simply log in to your travel account, click on the menu "My upcoming stays" and on the tab "Cancel my stay".
  Please note that no cancellation request can be registered by telephone.

• I have already booked but I would like to subscribe to the cancellation guarantee, is that possible?

  Thank you for your reservation :)
  You can subscribe to the cancellation guarantee at the initial booking only. It cannot be subscribed retrospectively to the order. It is payable in full when booking.

• How can I cancel my quote?

  The quote is not a reservation or an option and does not guarantee the future availability of your rental. No amount can be claimed for a quote.

• Can I cancel optional packages or equipment without charge?

  With us, you can cancel optional packages or equipment without charge up to 7 days prior to your departure.
  For this, go to your travel account.

• What are the elements covered by the cancellation insurance?

  Our cancellation insurance allows you to cancel your stay in complete serenity, until the day before your arrival.
  100% refunded, up to €5,000 (with deductible)
  "Cancellation for any justified cause: holidays cancelled, illness, accident... for you, your relatives or even your pet
  You will simply be asked for proof when you report a claim to the insurer.
  See all conditions here: https://www.maeva.com/docs/cg-maeva-cancellation-classique-2023.pdf

• What does multi-risk insurance cover?

  Multi-risk insurance offers you complete coverage before and during your stay:
  
  100% refunded, up to €5,000 (with deductible), in case of cancellation for any justified cause (cancelled leave, sickness, accident... for you, your relatives or your pet)
  possible cancellation before and during your stay
  Sun Guarantee: compensation for bad weather during your holidays
  Support for:
  Interruption of stay or delayed arrival
  Planned on the return or return journey
  Relief, repatriation or hospitalization costs
  You will be asked for proof of claim with the insurer.
  
  See the detailed conditions here: https://www.maeva.com/docs/cg-maeva-multirisk-ete-classic-2023.pdf

Navigate the site

• I can't book on the destination of my choice.

  If you have selected a date of stay, and you do not find the destination of your choice, it means that on the dates chosen, we no longer have any availabilities in the desired destination or for the number of people selected. You can reset the criteria to zero and repeat the search by selecting only the destination.

• Accommodation appears, but when I click on booking, a message tells me that booking is impossible.

  You must have been a lot of people who cracked for this accommodation! This message appears when there is no longer availability, and it is still too recent (a few minutes) for the display to take into account the change.
  This message is displayed by security so that you have no disappointment.
  But don't panic, we have plenty of other nuggets on our site!

• How does the search engine work?

  It is very simple, with each new criterion taken into account, the other criteria only appear if there is an availability corresponding to the previous criterion. We therefore advise you to first choose the criterion that is most important to you (e.g. date of place, budget).
  You refine as you go, and end up finding exactly the stay that suits you. Not all the criteria need to be informed, if you do not have a special requirement in terms of type of residence, no need to inform this field, this will prevent you from excluding stays that would have agreed to you.
  An example: I want to leave for less than 500 euros in a prestigious residence.
  I provide my departure/arrival dates then in the field "choose your budget" and the field "choose your type of accommodation".
  
  The search is done on its own according to these criteria and offers you the possible dates to go to this price in this type of accommodation, without taking into account the number of people, or the region or destination.

• Is the site accessible in other languages?

  Of course!
  To change language, nothing simpler. Go to the bottom of the page next to the legal mentions and discover the site in French, English, Spanish and Dutch!
  

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