FAQ - Maison Esperanza

• By phone: contact our vacation advisors on +33 (0)2 51 20 41 94.
• On www.olela.fr : accessible 24/7, make your reservation freely with secure payment.

For all room reservations:

• At reservation, 30% deposit will be requested by credit card to confirm the stay. The balance of the stay will be paid on site by credit card, ANCV, ANCV Connect, bank check or bank transfer.

For all apartment bookings:

• At more than 30 days from arrival, we will ask you to pay the deposit by credit card in order to confirm the booking. The balance of the stay can be paid by credit card, ANCV, ANCV Connect, bank check or bank transfer.
• Less than 30 days before arrival, you will be asked to pay the full amount by credit card.

• For the rental of a room, the reservation will be accompanied by a payment corresponding to 30% of the total amount of the stay as a deposit. The balance of the stay must be paid on arrival.
• For apartment rentals, a deposit of 30% of the total cost of the stay + cancellation insurance (optional) must be paid with the reservation. The balance must be paid no later than 30 days before arrival.

Payment by Chèque-Vacances (ANCV) is possible according to the conditions below.

Chèque-Vacances do not cover tourist taxes or travel insurance (optional).

• For all apartment stays (payment of balance no later than 30 days before arrival), please send us your Chèque-Vacances by post to the following address:

Service Clients Oléla
4 rue Auguste Herbert
85560 Longeville sur Mer

We strongly advise you to send them to us by registered letter with acknowledgement of receipt. We cannot be held responsible for any loss or theft during the delivery of your payment.

If you are not in possession of your paper vacation vouchers by the date of payment of the balance, we will ask you to pay this by credit card. You can give them to us on arrival at reception, and we will re-credit your credit card.

• For all room stays (payment of balance on arrival), you can give us your Chèque-Vacances directly on arrival.

For all Chèque-Vacances Connect payments, simply contact our vacation advisors on +33 (0)2 51 20 41 94.

• For a stay in a room, the balance must be paid on site, upon arrival.
• For a stay in an apartment, the balance must be paid no later than 30 days before arrival.

Following receipt of your booking, a check is carried out by our vacation advisors. You will then receive a confirmation e-mail within 24 hours.

If you encounter problems when paying by credit card, there are several possible reasons:

• If your credit card has never been used, it is obligatory to withdraw from an ATM before proceeding with an internet or telephone purchase,
• The expiry date has passed,
• The limit has been exceeded,
• Only Mastercard and Visa credit cards are accepted. Virtualis cards are also accepted, but only for telephone payments to our vacation advisors.

If the problem persists, please contact your bank.

Travel insurance takes care of a large part of life's hazards, be they health, economic or material.
The amount, corresponding to 5% of the amount of accommodation, is payable in full and only at the time of booking.
It is only applicable for any stay in an apartment, on an optional basis.
Find all the information here.

Travel insurance is taken out and paid for at the time of booking.
Once your stay has been confirmed, it cannot be added and/or deleted.

As a reminder: travel insurance is only applicable for stays in apartments, on an optional basis.

To modify or assign your booking, contact our vacation advisors on +33 (0)2 51 20 41 94.

To cancel your booking:

• Have you taken out travel insurance?
  1) Please inform our vacation advisors by e-mail at contact@olela.fr, as soon as possible,
  2) Report your claim to our insurance provider Campez Couvert at www.declare.fr.
• You have not subscribed to travel insurance?
  Send an e-mail to contact@olela.fr as soon as possible or contact our vacation advisors on +33 (0)2 51 20 41 94.

In the event of cancellation or modification of the booking by the customer, the following conditions will apply:

For a room stay:

• Up to D-5: no charge,
• between D-5 and D-1: amount of deposit,
• between D-1 and D0 or no-show: 100% of stay.

For a stay in an apartment:

• Until D-30: 30% charge as break fee corresponding to the deposit paid,
• between D-30 and D0: 100% charge as break fee.

To proceed with your new booking, please contact our vacation advisors on +33 (0)2 51 20 41 94.

You can request it from our vacation advisors once your stay is over:

• By email at contact@olela.fr,
• By phone at +33 (0)2 51 20 41 94.

Any complaints regarding your stay should be sent by post within 15 days of the end of your stay, to the following address:

Service Clients Oléla
4 rue Auguste Herbert
85560 Longeville sur Mer

or by e-mail to relation.client@olela.fr.

No more need to print out your documents (confirmation, voucher...)! However, we recommend that you keep them in your mailbox.

If you haven't received them, first check your junk mail, otherwise we invite you to contact our reservations department on +33 (0)2 51 20 41 94.

Whether you are staying in a roomor in an apartment, accommodation is available from 4pm on the day of arrival.

If you expect to arrive after 8pm, please inform our establishment as soon as possible on +33 (0)6 79 18 02 46.

On the following day of your arrival, we invite you to come and complete the administrative formalities at reception.

We offer for rent:

• Draps (single beds and double beds - for apartment stays only),
• Bath kit (bath sheet + towel),
• Baby cot...

Find the list and rates here.

As their stock is limited, we advise you to book this equipment at the same time as your accommodation.

No, we do not offer bike rentals. However, a shelter is available free of charge for your equipment.

Pets are not allowed on the premises.

A free parking lot is available, subject to availability, within the grounds of the establishment and is intended primarily for People with Reduced Mobility and short-stay customers (less than 7 nights).

It is limited to 17 spaces, including one adapted for PRMs, and cannot be guaranteed or reserved or included in any way in the overnight stay or accommodation rental (one vehicle maximum per accommodation).

Reduced-mobility guests must contact the establishment before their stay to be able to benefit from a space reservation (PRM card required).

Another free parking lot is available just 50 m from the Maison.

Yes, the House is accessible to People with Reduced Mobility.

In terms of accommodation, we offer the Superior Double PMR Room which can accommodate up to 3 people.

Minors unaccompanied by their parents or legal guardians are not allowed on the premises.

You can pay by cash, credit card and vacation vouchers (ANCV and ANCV Connect).

You can of course welcome visitors to your apartment. We invite you to come and declare them at reception as soon as they arrive.
As a reminder: the maximum capacity of the accommodation must not be exceeded in the presence of visitors.

No, Maison Esperanza does not have a charging station.

Whether you are staying in a roomor in an apartment, accommodation must be vacated by 11am on the day of departure.

For any departure before 8am, reception opening time, we invite you to inform our team in order to settle your bill.