Do you have a question about your booking, regulations or insurance?
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Welcome to our FAQ
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How do I make a reservation?
You can book directly on our website or by phone at 04.79.59.50.10 from Monday to Friday from 9am to 12.30pm and from 1.30pm to 5pm.
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Can I make an option?
You can place an option valid for 9 working days (depending on the establishment). This option is validated upon receipt of the 30% deposit or the full amount if the start date of the stay is less than 30 days. If the deposit is not received within this period, the option will be automatically cancelled.
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Can I add insurance once I have made my booking?
Unfortunately we cannot add insurance once the booking has been confirmed.
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How do I access the details of my booking?
You can check your reservation at any time by logging into your personal space on our website.
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How do I change my booking?
Would you like to change the dates of your stay or the number of participants?
Please send us your request by e-mail to info@karellis-reservation.com, indicating your file number and the changes to be made.
If the change is accepted, a difference in price may apply.
Any request to change the place of stay will result in the cancellation of the original reservation and will be subject to the payment of cancellation fees.
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How do I cancel my stay?
Any total or partial cancellation (cancellation of a participant) of the reservation must be notified by registered letter with acknowledgement of receipt to the following address: SACMAC - Centrale de Réservations - Station Les Karellis - Le Forum - 73870 Montricher-Albanne, or by email to info@karellis-reservation.com
Cancellation fees will be applied according to the scale set up by the establishment in which you have booked (see GTC).
If you have taken out an insurance policy, and once you have notified us, you must contact the insurer:
- For a modern and fast management, connect to the website www.declare.fr (send your documents and follow the progress of your file at any time) or by e-mail: sinistre@declare.fr
- For traditional management, by post: Gritchen Affinity - Service Sinistre - 27 rue Charles Durand - CS 70139 - 18021 Bourges Cedex
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What is the purpose of comprehensive insurance?
In the event of cancellation of the stay by you, cancellation fees will apply. If you have taken out insurance with our partner Gritchen Affinity and for any valid reason with proof as described in the guarantees, the insurance will cover these cancellation costs. To view the terms and conditions of the cancellation insurance, click here.
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Which payment methods are accepted?
Credit card, cheque (up to 30 days before your arrival), bank transfer. Cash payment is authorised up to 1000 € (Article D112-3 of the Monetary and Financial Code).
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When do I have to pay the deposit?
The deposit is to be paid at the time of booking or within 9 working days of taking the option. It corresponds to 30% of the total amount of the stay.
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When and how do I pay the balance?
The balance is to be paid 30 days before the beginning of the stay. You will be notified by email 5 days before the due date.
You can pay :
- By credit card on our website via your customer area or by contacting us at 04.79.59.50.10 from Monday to Friday from 9am to 12.30pm and from 1.30pm to 5pm,
- By any other accepted means of payment to the address: SACMAC - Centrale de Réservations de Karellis - Le Forum - 73 870 Montricher-Albanne
In the case of a reservation made on line without taking an option, the balance will be automatically debited from your card 30 days before the beginning of the stay, without any reminder from us.
