FAQ (Frequently Asked Questions)

Contents:

• 1 -

  How do I make a booking via the website?

• 2 -

  How do I search for a holiday?

• 3 -

  How do I access and log in to my Lagrange Holidays' customer account?

• 4 -

  I have forgotten my password. How do I retive it?

• 5 -

  What can I use my Lagrange Holidays' customer account for?

• 6 -

  I made a booking via Lagrange Holidays' website but I haven't received a confirmation email. What should I do?

• 7 -

  Is there a booking fee included in the cost of my chosen accommodation, or is this an additional cost? How much is it?

• 8 -

  How do I modify or cancel my booking?

• 9 -

  What are Lagrange Holidays' cancellation charges? Please note: our £15/£30 booking fee (subject to length of stay) is not refundable.

• 10 -

  When will I receive my holiday vouchers?

• 11 -

  I haven't received my holiday vouchers yet. What should I do?

• 12 -

  Is it possible to check in to my accommodation outside a residence's advertised reception opening hours?

• 13 -

  How is payment for my booking broken down?

• 14 -

  How can I pay for my booking?

• 15 -

  How do I make sure I don't miss out on any news about special offers, promotions or holiday inspiration?

• 16 -

  Can I request or choose the exact location in the residence of my apartment/holiday house/villa/hotel room?

• 17 -

  Will there be any charges to pay locally?

• 18 -

  Are pets accepted at the residence/hotel?

• 19 -

  How are the apartments in self-catering residences equipped?

• 20 -

  How will the kitchen in the apartment be equipped?

• 21 -

  How will I receive a confirmation invoice and payment receipt for my booking?

• 22 -

  How do I give feedback following my holiday?

• 23 -

  Haven't found the answer to your question?

• 24 -

  Who to contact?

1 - How do I make a booking via the website?

• Book directly via the website by clicking on the "Choose" button for your preferred accommodation, then follow the steps to confirm your booking (including checking current availability and accessing the secure online payment portal).
• Call the UK Reservations team directly on 020 7371 6111, Monday to Friday 9am to 6pm and Saturday 10am to 3pm

2 - How do I search for a holiday?

• Use the multi-criteria search function: choose the type of holiday (coasts, countryside, cities or mountains), your preferred destination and your departure date, to bring up a list of the different options matching your search.
• Use the geographical search: via the map function, click on the region of France you would like to visit and browse the different destinations available to book with Lagrange Holidays.
• Use the Holiday Ideas & Extras tab on the homepage to search the different types of holiday and accommodation Lagrange Holidays' offer, such as residences with children's clubs, residences with spa facilities, accommodation for large groups, plus many more...

3 - How do I access and log in to my Lagrange Holidays' customer account?

To access and log in to your Lagrange Holidays' customer account, you simply need to click on the "My account" icon, located on the top right hand side of the homepage:

Log in using your email address and password (you should have received these via email following your first booking with Lagrange Holidays)

Your customer account will be created for you once you have booked your holiday via our UK website.

4 - I have forgotten my password. How do I retive it?

If you can't remember your password, just click on the "Forgotten your password?" link. Enter your email address into the space provided and confirm, and your password will be sent to your email straight away.

5 - What can I use my Lagrange Holidays' customer account for?

You can use your Lagrange Holidays' customer account to:

• Update and modify your contact details.
• Check your booking history.
• View and manage your current options and/or bookings.
• Use your customer account to pay the balance due for your existing bookings, using our secure payment portal.

6 - I made a booking via Lagrange Holidays' website but I haven't received a confirmation email. What should I do?

Make sure you check your Junk email folder, in case our confirmation has been caught by your Spam filter.
If you still can't find your booking confirmation, contact the Reservations team directly on 020 7371 6111, Monday to Friday 9am to 6pm and Saturday 10am to 3pm.

7 - Is there a booking fee included in the cost of my chosen accommodation, or is this an additional cost? How much is it?

A compulsory booking fee is added on top of all prices per unit of accommodation per stay. This is £15 for 1-4 night stays and £30 for 5+ nights stays. Please note: this booking fee is non-refundable.

8 - How do I modify or cancel my booking?

You can modify your booking (amend your arrival and departure dates, add on optional services, amend passenger names etc.) by contacting the Reservations team directly on 020 7371 6111, Monday to Friday 9am to 6pm and Saturday 10am to 3pm. Don't forget to make sure you have your booking reference to hand when you call, so that the team can easily access your booking.

All cancellation requests should be sent in writing to the UK Reservations team as soon as it is possible to do so:

• Email: info@lagrange-holidays.co.uk
• Fax: 020 7371 2990
• Post: Lagrange Holidays, 168 Shepherd's Bush Road, LONDON W6 7PB

9 - What are Lagrange Holidays' cancellation charges? Please note: our £15/£30 booking fee (subject to length of stay) is not refundable.

• 57 or more days before date of arrival: 25% of holiday cost (excl. any transport costs)
• 56-29 days before date of arrival: 30% of holiday cost (excl. any transport costs)
• 28-15 days before date of arrival: 50% of holiday cost (excl. any transport costs)
• 14-08 days before date of arrival: 75% of holiday cost (excl. any transport costs)
• 07-00 days before date of arrival: 100% of total holiday cost
• Please note: the £15.00/£30.00 booking fee per unit of accommodation (subject to length of stay) is non-refundable.
• You must immediately advise Lagrange Holidays of any cancellations, or part cancellations, and confirm this in writing via email, fax or post sent to the UK Reservations team using the contact details provided in the "How do I modify or cancel my booking?" section.

Please see our full Terms & Conditions for full details.

10 - When will I receive my holiday vouchers?

If you have paid the full account balance for your holiday, your vouchers will be sent out by email 2 weeks prior to your departure date.

Your holiday vouchers will include all the necessary information regarding your booking:

• Your accommodation voucher including all the details for your booking.
• Vouchers for any pre-booked extras: ski equipment hire, lift passes, food hampers, spa packages etc.
• Local directions to your accommodation, the residence reception contact details including the address and phone number, and check-in hours.

11 - I haven't received my holiday vouchers yet. What should I do?

• If you have paid the full balance for your booking and it is at least 2 weeks before your departure date, contact the UK Reservations team directly so that they can send these out via email as soon as possible: 020 7371 6111 Monday to Friday 9am to 6pm, Saturday 10am to 3pm
• Holiday vouchers are only sent out once the full balance payment has been made for your booking. To ensure your vouchers are sent out on time, call the UK Reservations team or log in to your online Lagrange Holidays account to pay any outstanding amounts due for your booking 8 weeks prior to your departure date.

12 - Is it possible to check in to my accommodation outside a residence's advertised reception opening hours?

Check-in is generally between 5pm and 7pm and check-out between 8am and 10am. If you know you will arrive after the advertised check-in time, please call the residence reception directly using the telephone number supplied in your holiday vouchers at least 48 hours before your arrival date. The reception staff will then be able to make arrangements for a late check-in and give you instructions for this. Please note: the late check-in procedure can vary from residence to residence.

13 - How is payment for my booking broken down?

A deposit of 25% of the cost of your accommodation plus the £30 booking fee is required to confirm any booking. The remaining balance will be due 8 weeks prior to departure.

Please note: the full balance for your booking must be paid 8 weeks prior to your departure date. Your holiday vouchers will not be sent out until full payment has been recieved for your booking.

14 - How can I pay for my booking?

• By credit/debit card:

To guarantee your payment security, your credit card number and all related information will be automatically encrypted.Your payment will be taken via a secure payment portal, and this can be seen by noting the https: web address for this page.

• By cheque:

You can also pay for your booking via cheque. Cheques should be made payable to Lagrange (UK) Ltd and sent to Lagrange Holidays, 168 Shepherd's Bush Road, London W6 7PB. If you intend to pay by cheque, your accommodation will be held on option and your booking will not be confirmed until your cheque payment is received. Cheque payment will not be accepted for bookings made 28 days or fewer prior to departure. To help the UK Reservations team apply your payment to the correct option and confirm your booking promptly, clearly write your surname and option reference on the reverse of your cheque.

15 - How do I make sure I don't miss out on any news about special offers, promotions or holiday inspiration?

There are lots of ways to find out about great offers and interesting holiday ideas from Lagrange Holidays:

• Click on the Special Offers tab on the homepage for information regarding current special offers and early booking discounts available at a wide range of resorts and residences.
• Look out for late availability flash sales - the perfect way to find a last-minute bargain!
• Subscribe to Lagrange Holidays' ski or summer newsletter for news about special offers, promotions and holiday inspiration

16 - Can I request or choose the exact location in the residence of my apartment/holiday house/villa/hotel room?

If you have any special requests regarding your accommodation (e.g. if you would like to on a certain floor or in a particular block of the residence), you can make these when booking your accommodation so that they are noted on your booking prior to your arrival. Please note that requests cannot be guaranteed, and that certain services/extras (such as parking spaces at certain residences, cots and other baby materials etc.) are subject to availability. Individual units of accommodation are generally allocated by residence reception staff approximately 2 weeks before departure, who will try and accommodate any requests are far as is feasibly possible but it is important to be aware that requests are never guaranteed.

17 - Will there be any charges to pay locally?

All residences will require you to leave a security deposit when you check-in and collect the keys to your accommodation. You will also need to pay a local tourist tax when you check out of your accommodation, and this will be charged per person per day. There may also be other charges or services to pay on-site - for exact details, please check the residence webpage.

18 - Are pets accepted at the residence/hotel?

If pets are or are not accepted, this will be stated on the residence or hotel's webpage, along with the charge for bringing a pet with you (either payable at the same time as booking your accommodation or payable on your arrival). You must have a valid vaccination certificate for your pet for the duration of your stay.

This icon indicates all residences and hotels where pets are permitted.

19 - How are the apartments in self-catering residences equipped?

All self-catering apartments are generally equipped with crockery and cutlery, basic kitchen facilities (small fridge, 2 electric hobs), plus duvets, pillows and/or bolsters. All additional facilities will be detailed in the apartment description provided on the website and in the brochure. Bed linen and towels are included in the accommodation cost at all residences in the Lagrange Prestige range (as identified by the Lagrange Prestige logo), but may be a payable extra service at other self-catering residences.

20 - How will the kitchen in the apartment be equipped?

All self-catering kitchens are equipped with the following standard amenities: sink, crockery and cutlery, plus basic electronic kitchen equipment - fridge, electric/ceramic hob and microwave. Certain self-catering residences offers apartments which are also equipped with a dishwasher. Accommodation is not equipped with a washing machine, unless specified otherwise.

21 - How will I receive a confirmation invoice and payment receipt for my booking?

Your confirmation invoice and payment receipt for your booking will be sent out via email. Your payment receipt will be automatically emailed to you once your credit/debit card payment has been taken, and your confirmation invoice will be sent out 24 hours after your booking is confirmed.

22 - How do I give feedback following my holiday?

If you wish to pass on any comments or feedback following your holiday, please send these in writing via email or post to the UK Reservations team so that they can be handled accordingly.

If you have made a reservation through a travel agent, please contact them directly with any comments or feedback regarding your booking.

23 - Haven't found the answer to your question?

Contact the UK Reservations team directly.

Monday to Friday 9am to 6pm, Saturday 10am to 3pm
Telephone: 020 7371 6111
Email: info@lagrange-holidays.co.uk

Or simply fill in the online Contact Us form.

24 - Who to contact?

1. You are a vacationer :

You booked your stay Lagrange Holidays on our website or by phone:
ukinfo@groupe-lagrange.com

You booked your stay Lagrange Holidays on Booking.com, Expedia, Hotels.com :
reservation.to@groupe-lagrange.com

You booked your stay Lagrange Holidays with a discount from your work council :
commercialce@groupe-lagrange.com

You want to give us your opinion or fill a complaint about your stay :
satisfaction.client@groupe-lagrange.com

2. You are a professional :

You are a travel agency :
reservation@groupe-lagrange.com

You are a tour operator :
reservation.to@groupe-lagrange.com

You are a work council :
commercial@attitude-vacances.com

3. You are owner or investor :

You want to reach the owner service :
proprietaire@groupe-lagrange.com

You want to know more about our real estate resales:
contact@lagrange-immobilier.fr