FAQ - Frequently asked questions
Here are some answers to frequently asked questions. If you can't find the answer to your question, please contact us.
Choosing and booking your holiday rental :
POPLIDAYS' partners are estate agents who select rentals for you in accordance with the POPLIDAYS charter, o guarantee you a worry-free holiday at the best price. POPLIDAYS is a member of the Union Nationale pour la Promotion et le Développement de la Location de Vacances (UNPLV) (National Union for the Promotion and Development of Holiday Rentals), an organisation whose aim is to promote and supervise this tourist offer throughout France.
All elements on the site and the site itself are protected by copyright, trademark law, design law and/or any other applicable law.
After carrying out a search, select a proposed rental from the results. In the "Prices and availability" tab, the available dates are shown in green. In the calendar, select a departure date and then a return date: the period of your stay is shown in blue. All you have to do now is click on "Book" to continue with your order.
Pets are welcome when the rental property bears the "pets allowed" pictogram.
When you make a reservation on the POPLIDAYS website, our advisors are on hand to help you find your holiday rental, Monday to Friday, from 8:30am to 7pm, the saturday from 9h30am to 7pm, the sunday from 10ham to 8pm, on +33(0)559010107. Our team is based in France, in the Basque Country.
To be as available as possible, Pôle Voyageurs is also available on French public holidays, from 10:00 am to 6:00 pm.
To be as available as possible, Pôle Voyageurs is also available on French public holidays, from 10:00 am to 6:00 pm.
VAs soon as your booking is confirmed, you can request the additional services that we will submit to our Partner Agency. If you need more time, you can also book these optional services as soon as you receive the contact details from our Incoming Agency.
Yes, it is possible to transfer your booking to another person. The request must be sent to us at least 15 days before the date of arrival with all the following information :
- First and last name
- Number of travellers
- Email address
- Telephone number
Pay for your holiday
Yes, if the rental you have chosen is available, you can book directly online: credit card payments are made via the secure, encrypted Stripe solution. POPLIDAYS has also activated 3DSecure technology for credit card payments. This guarantees you a perfectly secure payment, which you will validate via a code sent by SMS or via the validation solution proposed by your bank for this type of payment.
- Credit card: fast and secure
- Bank transfer: fast and secure
- Cheques and holiday vouchers : bookings will be processed on receipt of these.
- Please note that 2 points must be respected in order to pay by bank transfer/cheque/ANCV: 1- You must confirm your booking by paying the deposit by credit card 2- All payments must be received and cashed at least 5 weeks before the date of arrival.
If you wish to pay for your booking in full by bank transfer/cheque/holiday vouchers, the deposit paid by credit card will be refunded on receipt of full payment.
Yes, payment for your holiday rental can be made by bank cheque and holiday voucher when your booking is made more than 30 days before your arrival. When you book online, when you choose your method of payment, "other methods of payment". After receiving your quote by email, a POPLIDAYS advisor will contact you as soon as possible to give you all the information you need to finalise your booking. The rental will only be reserved on receipt of payment.
Yes, if your booking is made more than 30 days before the date of your arrival, you pay for your stay in 2 instalments. An initial deposit of 30% is required at the time of booking, then the remaining balance is payable 30 days before your arrival. For stays booked less than 30 days before your arrival date, you will be asked to pay the full balance of your booking.
Unfortunately we are unable to change the date of payment of your balance. In accordance with our General Terms and Conditions of Sale, if your reservation has not been paid 15 days before your arrival date, we will consider it cancelled.
The amount of the deposit is calculated according to the surface area of the rental and is indicated on the advert before the booking is made. It must be paid to our partner agency either directly on site or via an online deposit-taking solution. The deposit will be returned to you within 3 months of your departure from the rental property by the POPLIDAYS partner estate agency if no damage has been caused during your stay.
Your holiday rental and your arrival :
As soon as you receive your booking voucher, i.e. when your stay has been paid for, make an appointment with the POPLIDAYS partner estate agency, whose contact details are shown on your booking voucher, so that they can welcome you on your arrival and give you the keys to your rental property as well as all the information you need for your stay.
You must bring your own cot and high chair if the accommodation is not equipped. Details of the equipment in your accommodation are described in the holiday documents sent to you by email after your booking. If you have any questions about the equipment in your accommodation, please contact the POPLIDAYS estate agency (number given on your holiday voucher.
Details of the equipment in your accommodation are described in the holiday documents sent to you by email after you have made your booking. If you have any questions about the equipment in your accommodation, please contact the POPLIDAYS estate agency (number given on your holiday voucher).
Contact the POPLIDAYS partner estate agency directly (number given on your holiday voucher).
Tourist tax is payable on site at the POPLIDAYS partner estate agency (except for certain partners where the tourist tax is included in the price). It is calculated per day and per person according to the law in force in the country you are staying in.
Organising your trip :
As soon as your stay has been paid for in full, your booking voucher containing all the information you need for your stay will be sent to you by email. You haven't received it? We advise you to check your spam at reservation@poplidays.com. If you don't find anything, don't hesitate to contact us on +33 (0)5 59 01 01 07.
The holiday voucher sent to you on payment of the balance of your booking contains the contact details of the local agency. You can contact them directly by telephone or email to organise your arrival and stay.
Your opinion on the holiday :
An email to leave a review of your holiday will be sent to you the day after you leave the rental property. By sharing your experience, in accordance with the customer review charter, you're helping web users choose their holiday rental !
Vouchers, cancellation, refund and health crisis conditions
- If the amount of your voucher is less than the total amount of the new booking, then it will be deducted in full and you will only have to pay the remaining balance if there is one;
- If the amount of your voucher is greater than the total amount of the new booking, then the voucher covers the total amount of the new booking. The remaining amount of the voucher will still be available for another booking. In the event of an error, please do not hesitate to contact our Passenger Centre by email at reservation@poplidays.com or by telephone on 05 59 01 01 07
If you have paid for all or part of your new booking with a Valuable Gift Voucher and you wish to cancel, the amount due will be credited back to your Voucher, subject to the cancellation conditions set out in the GTCS.
Contact us directly on 05 59 01 01 07 or sav@poplidays.com, or via the website where you made your booking!
We're here to help ! We understand that the current health situation can be a source of worry and stress. That's why our Passenger Centre team is here to answer all your questions and help you by email or telephone.
