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Here you will find all the information you need after your stay: how to share your feedback, request a paid invoice or a certificate of stay, as well as the steps to follow for any requests related to your stay.

1 - Giving Feedback on My Stay

→ How can I give my feedback on my stay?

Would you like to share your feedback about your Belambra stay?
We strongly encourage it! Your opinion matters to us and to others who are about to book their vacation with us and want to feel reassured!

You can give your feedback in several ways:

  • On TripAdvisor and Google: No need to be registered, just select the club, hotel, or Belambra resort where you stayed, and you can share everything, including your photos!
  • By responding to the Belambra satisfaction survey: You can give detailed feedback, including about food, activities, and of course, the quality of your accommodation. The survey includes open-ended questions where you can tell us what you loved and what we can improve. Your feedback is read by the management team but is not made public.

→ When will I receive the satisfaction survey?

You will receive our satisfaction survey directly via email after your stay, or by mail if you don't have a digital address. The survey is also available at the site reception, so you can complete it directly there.

Your feedback is important! We are eager to hear your suggestions and understand what might not have met your expectations. Tell us what you liked, what you preferred, and what delighted you! Getting to know you better helps us improve our offerings, and let’s be honest, we are also happy to see our efforts rewarded.

→ I didn’t receive the satisfaction survey after my stay?

If you have not received the satisfaction survey, you can send an email to reclamations@belambra.fr, and we will resend the survey to the email address provided in your booking.
 

2 - Making a Complaint

→ How can I file a complaint about my booking if I made it through an agency or reseller?

If you have a complaint or questions about your booking (rates, services sold, information on your booking...), you should contact the intermediary through whom you booked. Whether it’s a travel agency (Havas, Selectour...), a tour operator, or an online reseller (Booking.com, Veepee.com, Expedia.com, Showroomprive.com...), you have contracted with this intermediary, so you must contact them directly.

As per the French Tourism Code, which regulates the travel agent profession in France, the reseller is fully responsible for the correct execution of the travel contract obligations, even if they worked with other service providers (transport companies, hotels, guides, etc.). If the service provided is not as advertised, the reseller must offer alternative services that match the booking. The additional cost is the reseller's responsibility. If the customer has paid the extra amount, the reseller must refund the difference.

Below are the customer service details for our main reseller partners:

  • Booking.com: 01 57 32 92 09 (local call rate) or customer.service@booking.com
  • Veepee.com: 0 809 10 88 88 (toll-free) or contactvp@veepee.com
  • Expedia.com: +33 1 57 32 49 86 (local rate) or voyages@chat.expedia.fr
  • Showroomprive.com: 01 85 76 00 00 (toll-free) or serviceclient.fr@showroomprive.com
  • Havas.com: reservations@havas-voyages.fr or by registered mail with acknowledgment of receipt to: HAVAS VOYAGES / Customer Service – Immeuble Troyon – 2 rue Troyon – CS10025 – 92316 SEVRES CEDEX

→ How can I file a complaint about my stay?

To provide an appropriate response, we kindly ask that you send your complaint within one month of your stay, including your booking reference number. You can send an email to reclamations@belambra.fr, making sure to mention your booking reference. You will receive a response within two business days.

→ I didn’t benefit from all the promotions offered at my destination?

We regularly offer promotions and deals on most of our destinations depending on the periods. This is why our prices are dynamic and change based on activity and context. Our promotional offers are time-limited, non-retroactive, and not cumulative.

For example, if you book far in advance, you can take advantage of our "Early Booking" offers for your chosen destination. Alternatively, if you're looking for the best price last-minute, our "Last Minute" deals are perfect for you. Please note that our promotional offers (e.g., "Newsletter," "Welcome Offer," "Bonus"…) cannot be combined.

→ I shortened my stay and would like to be refunded?

Unfortunately, according to Article 2 of our General Sales Conditions, any service purchased but not used cannot be refunded.

However, if you have subscribed to our multi-risk insurance with Verspieren, you can visit the site: www.belambra.verspieren.com. You can track your request by phone at 03 20 45 77 08 (local call rate – Monday to Friday, 9:00 AM to 6:00 PM) or by email at assurancebelambra@verspieren.com.

Otherwise, we recommend contacting your personal insurance, health insurance, or the credit card insurance used to pay for your stay.

→ How can I be refunded for unused services (meals, kids' club, second room of my accommodation, etc.)?

Unfortunately, according to Article 2 of our General Sales Conditions, any service purchased but not used cannot be refunded.

→ I am waiting for a refund

Refund processing times are up to one month. If this period has passed, please contact us via email at reclamations@belambra.fr.

→ How can I be refunded for a double booking?

Unfortunately, according to Article 2 of our General Sales Conditions, any service purchased but not used cannot be refunded. This is why we always recommend our customers carefully check their booking confirmation to identify any potential issues or errors. If you notice any discrepancies, please contact 01 46 10 13 14 immediately to correct the booking. After your stay, it will be too late.

→ I forgot an item of clothing or an object at the club where I stayed

Please send an email to the club where you stayed. If the item has been found, you will need to send a pre-paid envelope to your postal address, so the team can send your item back as soon as possible.

→ I accidentally kept the key to my accommodation

A fee of €50 is charged to our clients in case of loss of a key or key card. If you have found it after returning home, we invite you to send it to us by registered mail at BELAMBRA CLUBS – SRC – 63 avenue du Général Leclerc – 92340 BOURG LA REINE. Upon receipt, the €50 fee will be refunded.
 

3 - My Invoice, My Documents

→ How can I get an invoice for my stay?

One day after your arrival, the invoice will be available in your "My Account" space.
If the document is not available, we recommend contacting us at 01 46 10 13 14 (*local call rate) from Monday to Friday between 8:30 AM and 7:30 PM. The invoice confirms the total payment for your stay.
Prices are shown including taxes.
The invoice does not show the amount of the local tourist tax paid upon arrival at the Belambra site. This is invoiced separately, given to you when you make the payment at the club.

→ What do the administrative fees cover?

Administrative fees are related to the creation and management of your stay, from confirmation to the provision of the invoice. The cost does not vary depending on the number of people but depends on the number of nights booked (stay up to 3 nights: €20, stay of 4 nights or more: €40).

Administrative fees are payable at the time of your booking. If you wish to add options after your stay has already been booked, you will not need to pay for them again.
The amount of administrative fees will appear clearly on the screen when you click on the "Rates and Booking" button.

→ Are prices calculated excluding tax or including tax?

Our prices are calculated including all taxes (TTC) and are displayed as such on our website www.belambra.fr and in our brochures. The price for the stay, selected options, administrative fees, or multi-risk insurance are always quoted including tax.
The TTC price will clearly appear on the booking confirmation, as well as on the invoice available one week after your stay.

→ Can you modify information on my invoice?

We are sorry, but our invoices are contractual documents and cannot be modified. Paid invoices from Belambra comply with the new accounting standards. While they may appear complex, they meet fiscal and regulatory requirements.

Furthermore, our stays are sold as packages, where the services (accommodation, meals, activities...) cannot be separated. We are not able to provide a detailed breakdown of the individual services within these packages.

→ My paid invoice is difficult to read, can you simplify it?

Belambra invoices follow the new standards required for invoicing (2024 Finance Bill on mandatory electronic invoicing reform). Invoices must detail the various VAT rates for each service, which can make them harder to read.

We recommend referring to your booking confirmation, a summary document, where all services and their corresponding rates are clearly listed.

→ How can I get a stay certificate?

If your stay went as planned, within the dates set at the time of booking, you can request your stay certificate by emailing Resaindividuals.Dc@belambra.fr. You will receive your certificate within two business days.

If you shortened your stay and need a certificate with your departure date for your insurance, bank, or mutual insurance purposes, please request it by writing to reclamations@belambra.fr.

→ Can I get an invoice for my on-site purchases?

We invite you to request a receipt for your on-site purchases at the time of your departure at the reception of the establishment. If you have already left the establishment, please send an email to the club where you stayed or write to reclamations@belambra.fr.

→ Can you fill out the form requested by my Works Council?

We are sorry, but we are not authorized to complete various forms and personal documents that our clients may submit to us. However, our paid invoices are very detailed and were designed to meet the needs of works councils, social organizations, and public institutions that may require various pieces of information about the stays of their members.

→ How can I remove my contact details from your databases?

To have your contact details removed from our databases, we invite you to send an email to the Data Protection Officer at Belambra at dpo@belambra.fr.
A response will be provided within one month.

4 - My Gift Voucher

→ How can I use my Belambra Gift Voucher?

We invite you to choose and book your stay by phone with our customer service at 01 46 10 13 14 (local call rate). Pay the deposit if your stay exceeds the value of your gift voucher (as the voucher cannot be used as a deposit). Belambra gift vouchers cannot be exchanged for cash. No refunds will be given in case of cancellation of your stay.

→ Can I extend my Gift Voucher or transfer it to another person?

Belambra gift vouchers are valid for one year from the date of issuance and cannot be extended. They are nominative and cannot be transferred to another person. However, the beneficiary of a voucher can book and pay for a stay for another person without necessarily participating in the stay. The terms and conditions at the bottom of the Belambra gift vouchers are contractual, and it is impossible to depart from them, in the interest of fairness among all beneficiaries.

→ Where and when can I use my Gift Voucher?

Gift vouchers won in games or contests cannot be combined with Belambra promotional offers. They are valid at all Belambra destinations, except for:

  • Establishments that are bundled with ski lift passes during the winter season.
  • 4B and 5B vacation clubs and hotels during the last two weeks of July and the first three weeks of August.
  • City Hotels in Paris "Magendie," Lyon "Villemanzy," and Dourdan "Le Domaine du Normont."

Note: For gift vouchers received as compensation following a complaint, there are no destination or date restrictions, and they can be combined with promotional offers.

The terms and conditions at the bottom of Belambra gift vouchers are contractual and cannot be deviated from, in the interest of fairness among different beneficiaries.

5 - Reporting an Accident, Damage, or Theft

→ I would like to report an accident, damage to my vehicle, or theft?

For a personal injury, if you have subscribed to the Belambra multi-risk insurance, we invite you to contact Verspieren at: www.belambra.verspieren.com. The follow-up of your request can be done by phone at 03 20 45 77 08 (local call rate, Monday to Friday, from 9:00 AM to 6:00 PM) or by email at assurancebelambra@verspieren.com. If you did not subscribe to Belambra's multi-risk insurance, we recommend reaching out to your personal insurance, mutual insurance, or the credit card insurance used to pay for your stay.

For damage to your vehicle within one of Belambra’s establishments, we first recommend reporting the issue to your car insurance. Belambra's insurance will process requests from our clients only if they provide, as a first step, a certificate from their own car insurance, including the amount covered. Belambra's insurance will then handle the case based on that information.

For a lost item you suspect was stolen, you should first file a report with the local police station or National Gendarmerie. Then, proceed to file a claim with your personal insurance or the credit card insurance used to pay for your stay. For information, Belambra's insurance processes claims only if clients provide, as a first step, a report of the complaint filed with the police and a certificate of coverage from their own insurance, along with the amount covered. Belambra’s insurance will review the case based on these elements.

It is also important to note that in accordance with Article 7 of our General Terms and Conditions of Sale, “Belambra Clubs cannot be held responsible, beyond Article 1953, paragraph 2, for the theft of jewelry and valuables not deposited in the individual safe of the accommodation during a stay at one of our establishments.”

Once all the above-mentioned elements are gathered, we invite you to send them by email to reclamations@belambra.fr.

Other questions?

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