FAQ about postponement policy linked to COVID-19 situation

Updated on 29th of April 2020.

We extend our specific postponing conditions for all stays starting before the 2nd of June.

These answers are only valid for

• clients who directly booked through Les Ormes. If you booked through a tour operator or an agency, please contact them to get information.
• stays starting between 20th of March and 10th of May of April (Only these stahys are concerned by the governmental decrees).

FAQ

How can I postpone my stay ?

Our telephone lines are very busy and hard to reach. To make sure we get your wishes properly, please send us an email to reservation@lesormes.com including :

• Your booking number
• Your new dates of stay
• Your accommodation wishes

We will take your mail into account as soon as possible.

If you don’t use your postponement offer within an 18-month delay, we will give a refund, applying the governmental instructions dated from 2020.03.25.

My stay should start on 6th of June what do you suggest?

To date, only the stays starting before the 2nf of June are included in the governmental decree. Your stay is concerned neither by a cancellation nor by these measures. If these decrees came to be extended, we would contact you and extend the postponement measures.

If I postpone my stay, can I change my time of holidays?

When you postpone your stay, you can change the season of your arrival, whenever you want in 2020 and 2021, keeping the prices of 2020. Nevertheless the prices are changing according to the season. If you come in a more expensive season, we will apply the corresponding prices. For example if you postpone your stay from April 2020 to July 2021, we will apply the prices of July 2020 and ask you to pay for the difference.

If I postpone my stay, can I change my accommodation?

When you postpone your stay, you can change your accommodation, but we will apply the prices of the accommodation you choose. If your new accommodation is more expensive, we will ask you to pay for the difference.

I have a voucher ending in 2020 and I can't use it due to the current situation.

All the voucher ending during 2020 are extended until November 2021. Please send us an email at reservation@lesormes.com with your voucher number, and we will extend it.

What if, after the adjournment, my stay is cheaper ?

For all the postponement due to COVID-19, we will keep the 2020 prices. If you change some parameters of your stay and it becomes cheaper, we will credit the difference on a voucher to use in our restaurants and activities during your stay.

What if, after the adjournment, my stay is more expensive?

For all the postponement due to COVID-19, we will keep the 2020 prices. If you change some parameters of your stay and it becomes more expensive, we will ask you to pay for the difference.

I subscribed to the “cancellation and interruption of stay” insurance by “Campez Couvert”, what is covered in the current situation?

For stays before the 15th of April

The “cancellation and interruption of stay” insurance by “Campez Couvert” is the insurance covering holidays accommodation. It does not cover the tree houses, wooden barrels and bubbles (for these accommodations, see below).

The “Campez couvert” insurance has soften its warranty clauses for all the stays between the 15th of March and the 15th of April.

The insurance allows you to postpone your stay. If you don’t want a postponement or a credit, the insurer can take action for a refund, for all amount paid by the person who booked, with a 15€ excess.

First, you have to contact us at reservation@lesormes.com, and ask for a refund. We will give you a negative answer.

Then, you have to connect to www.declare.fr, choose your language and make your declaration, with the motive « Interdiction de site Covid19 ». To investigate your case, the insurer will ask you for booking invoice, cancellation charges invoice, and our negative answer attesting to the impossibility of a postponement or your refusal of it.

For stays after the 15th of April

The 15th of April, "Campez Couverts" company has announced they stop their exceptionnal handling of refund in case of cancellation. In fact, you can't claim this insurance in case of cancellation, because epidemics are an exclusion clause of the contract.

Specific FAQ for Tree houses, Bubbles & Wooden Barrels

I booked my stay with a gift voucher; can I postpone my stay and use my voucher again?

All the gift vouchers used for stays between 2020.03.15 and 2020.05.11 are extended until the 1st of November 2021. You can re-use your voucher to book a new stay either by phone or on our website www.lesormes.com.

I subscribed to the “Spécial cabanes terre et eau” warranty, what is covered in the current situation?

The COVID-19 issues aren’t covered by the “Spécial cabanes terre et eau” warranty clauses.

If you subscribed to the “Spécial cabanes terre et eau” warranty, we have softened our postponement conditions, and we will keep the price you paid, disregarding the date of your new stay. So you can postpone your stay at any date until the 1st of November 2021, without any extra fees (subject to availability).