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RIVIERA PEBBLES

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Staying in a Riviera Pebbles Rental Property: Frequently Asked Questions for Guests

Simple, Efficient and Stress Free from Booking, to Arrival, to Departure

What to Expect When Booking with Riviera Pebbles

1. Real time availability, pricing and credit card booking facility

Take advantage of our on-line booking facility. If you can find all you need to know on the website, you can choose your apartment and dates, and book through our secure on-line server all within a few minutes. Availability is in real time, so if the rental property shows as available Ė it is. Prices are also set by the system and are also correct and up to date at all times.

2. If you have questions before booking

For specific holiday apartment questions you can call our office in Nice on 00 33 (0)4-97-20-27-30 or you can email us at info@rivierapebbles.com. You can expect a response to your email within 24 working hours. Our office hours are:
Monday - Friday 9:30am -12, 12:30 Ė 5:30pm and Saturdays during Summer, closed Sundays. Our UK office is open 9am Ė 9pm Monday Ė Saturday and 9am - 6pm on Sunday (French time). Guests may find answers to their questions on our FAQs or the Particulars Box of each apartment listing.

3. Immediately after booking Ė the payment structure

On booking on-line you will pay either a 25% non-refundable booking deposit if you are booking for a stay with us over two months away, or the whole amount for a stay less than two months away.

You will immediately receive a confirmation of booking email from our on-line system. (If you donít, itís almost always in your spam folder).

Two months before your arrival you will receive an automated payment request for the remainder of the payment.

Separately, you will also receive our automated arrival email. This gives you details about your rental property, your designated concierge assistant for arrival and during your stay and general directions and information.

You will receive a link to your guest login area on our site. This will invite you to enter your arrival and contact details into our system so we can ensure your smooth arrival and the best start to your holiday.

4. Staying with us: your arrival

You will have sent us detailed through our automated form about your preferences of where you would like to meet on the first day of your holiday. You will have chosen one of a few options. If you arriving by public transport the most popular are the bus station or the nearest tram station. If you are coming by taxi or airport transport guests usually prefer to meet at the apartment.

If you are arriving after 4pm you will be met at your chosen time (we keep in touch on the day) and immediately taken to your rental apartment by your designated Pebbles Rep.

If you are arriving earlier than 4pm, we will try to prepare your apartment and to check you in early. When we canít check you in early, (because of a same day changeover) you can either leave your bags in the rental property whilst it is being prepared for you, or leave your luggage at our shop. We wonít leave you struggling with your luggage until the check in time.

You will be taken and shown around your new home. You will be given tailored advice on what to do, where to go etc. You can enjoy our complimentary basket of goodies, our Guide, and our exclusive discount offers with local businesses for Pebbles guests. You can call us during your stay if you need anything, or pop into our office.

5. Your departure

Our official check-out time is 10.30am, but we will accommodate late check outs, or the storage of luggage in the apartment, where we can. When we canít, you can leave your luggage, free of charge at our office on the first floor of 20 rue l'Hotel des Postes (as long as you are dropping off and picking up in normal office hours, please be aware of any bank holidays which are detailed in our welcome files).

What you can expect from Pebbles rental apartments

Choosing the right holiday rental apartment

Which floor is my apartment on

Renting an apartment for less than one week

Inclusions in the price

What extras and lifestyle packages do we offer

How to book a rental apartment with us

How to pay for your rental apartment

Arriving at your rental apartment

Check in time for your rental apartment

Check out time for your rental apartment

Security deposit to cover loss or damage during your stay

Our pet policy in our rental apartments

Our smoking policy in our rental apartments

Cancellation Policy

Changing my booked dates

Changing my booked holiday apartment

Refund Policy

Privacy Policy

Complaints Procedure



What can I expect from a Nice Pebbles or Riviera Pebbles rental apartment in Nice, Cannes or Antibes? Can you help me choose the right holiday rental ?

We know that booking a holiday rental apartment in Nice or the French Riviera, can be a daunting prospect if you are used to staying in a hotel.

Please use our website to learn more about the area you are considering staying in. The area info pages on our EXPLORE section can greatly help you decide on the right neighbourhood for your Nice apartment rental. There are also area pages for Cannes and Antibes on the EXPLORE section.

We try to give as detailed and honest description of the holiday rental properties in our portfolio, with the advantages and any drawbacks of each one.
Please check the testimonials on our sites, and also the external reviews.

Rental apartments, especially their location, can be ideal for one type of guest, and not for another. We want to make sure you find the perfect self-catering apartment for you. We are here to answer any questions on the telephone or by email. Please let us help you find the right holiday rental apartment for you and your friends or family.

Which floor is my apartment on ?

In European terms, the floor at street level is called the ground floor. We refer to the floor above this as the first floor (this is what north Americans would call the 2nd floor).

Can we stay for less than one week?

Of course. We appreciate that you might like to stay in one of our holiday rental apartments for a long weekend, or take advantage of inexpensive weekday flights. You can check the prices for any length of stay on the automated system.
In response to demand from our rental guests, we now price our holiday rental apartments by the night rather than the week, but the nightly price is based on a week stay. The cost of the linen and towels, cleaning and meet and greet remain the same whether you stay for 1 night or 1 week.

Accordingly, the "price from" that you can find next to the nightly price is based on you staying with us for a week or more. You will pay a higher nightly rate if you stay for less than a week to take into account the cleaning and linen etc. For rentals of over 1 month, it is best to email us for a price since we may be able to offer a discount.

What is included in the price?

Our price includes a Riviera Pebbles agent meeting you on arrival, beds freshly made with Egyptian linen and towels, a basic grocery pack to get you started in the apartment, all utilities and taxes (except Taxe de Sejour, paid for seperately), and cleaning the apartment at the end of your stay. You will also have your agents' contact mobile number to use during your stay to deal with any difficulties which may arise. And you are welcome to pop into our office at 20 Rue de l'Hotel des Postes near to the bus station in Nice, and leave luggage at our office if you have a late flight (subject to opening hours).

What extras and lifestyle packages do we offer?

Make your stay even better with one of our additional packages. We offer baby-cots, high-chairs, beach towels, additional linen, mid-stay apartment cleaning, airport transfers and loads more. Our lifestyle packages have been tailor made for you.

How do I pay for my holiday rental apartment?

Riviera Pebbles can accept payment for your holiday rental apartment through all major credit and debit cards. Most guests book on-line through our secure server, with payments taken by Nice Pebbles Ltd. If you have difficulty booking on line, please call us. All payments are processed through Lloyds TSB cardnet.

How do I book?

You can book any of our holiday rental apartments on-line at any time. Should you prefer to speak to us before booking, you can ring us or email us and we will help you as best we can. We ask for a deposit of 25% of the value of the booking to secure the dates. This deposit is non-refundable.

Two months before arrival, the remaining balance will be requested. If you want more information on booking with us, please see our Terms and Conditions.

How will I know how to get to my holiday rental apartment?

Whether your holiday rental apartment is in Nice, Cannes or Antibes, we meet all of our guests personally and take you to your rental apartment to ensure the start of your holiday is as stress free as possible. Once we have received your deposit, we will send you detailed information about the location of the holiday rental property and suggestions of where to meet.

We give you several choices of where to meet including a local cafe bar, the bus station, the nearest tram station and outside the apartment for those arriving by taxi. You will also receive all details of the agent responsible for your party during your stay. You will also have access to your agent for the duration of your stay in one of our apartments so you can ask any questions. You are also welcome to pop by our office at any time.

We want to make sure you have the best possible experience in the rental apartment you have booked through Riviera Pebbles.

What time can I check into my holiday rental apartment?

Check-in time is 4pm on the day of arrival, but Riviera Pebbles agents will try to give you access to the apartment as soon as we can when you arrive. We try our best to give you the keys to your rental apartment earlier than 4pm, at least to drop off your luggage whilst we get it ready for you.

We can never guarantee an early check in time until the day you arrive. Check in will depend on whether there is a guest leaving the same day you are arriving, whether the leaving guest leaves on time, the state of the apartment after the leaving guest has left, our cleaning schedule and any scheduled or emergency maintenence repairs.

Where it is not possible to check in before 4pm, guests checking into their Nice apartment can leave bags for free at our office at 20 rue l'Hotel des Postes during opening hours. Outside opening hours we have an arrangement with the Hotel Lafayette (32 rue de L'Hotel des Postes www.hotellafayettenice,com) where our guests can leave luggage for a small fee. The price is 20 Euros, payable at reception. This is a price per group, no matter how many suitcases and bags. Use of toilet facilities and Wi-Fi is included in the price.

If you arriving after 9pm then guests have the following 2 options:
Order a special late arrival meet and greet at a cost of £60
Order a special late arrival taxi transfer from the airport or train station to your chosen holiday apartment. The driver will provide you with the keys to the property and ensure you have successfully gained access.

What time must I check out of my holiday rental apartment?

Check-out time is 10:30am. It is always at the absolute discretion of the Riviera Pebbles agent if they will allow a guest to stay later than 10:30am. Between May Ė October this is often not possible. Out of season, providing the apartment is not to be taken by another guest that day, we will always try to accommodate a late check-out, at least to allow you to leave your bags.
We will always try to work around your luggage and where we cannot, you are welcome to leave luggage, free of charge, at our office (subject to office opening hours).

If you have a late flight, do consider booking another night with us. The cost of the extra night apartment rental is often not much more and allows you to make full use of every single day of your holiday. Try putting the extra night into the on-line booking system and compare the prices.

Where our calendars and schedules allow, we will agree a late check out with our guests, but this is only possible on the day before departure. This is because we may have taken a last minute booking, have scheduled maintenece work, or may have staff shortages for cleaning on any particular week. When we can agree a free late check out (if available) the latest we can accommodate is 11.30am.

Where it is not possible to check in before 4pm, guests checking out of their Nice apartment can leave bags for free at our office during opening hours. Outside opening hours we have an arrangement with the Hotel Lafayette (32 rue de L'Hotel des Postes) where our guests can leave luggage for a small fee. The price is 20 Euros, payable at reception. This is a price per group, no matter how many suitcases and bags. Use of toilet facilities and Wi-Fi is included in the price.

Do I have to pay a security deposit and how is it taken?

When you book with us you agree that we can hold your credit card as a security deposit, detailed in our Terms and Conditions. We work in the same way a hotel or car rental agency does: we authorise the card but do not take funds unless damage or loss occurs.

Are pets allowed in your rental apartments?

Much as we love pets, in the interest of all of our guests who may suffer allergies, we are afraid without exception pets are not welcome in the apartments.

Is smoking allowed in the apartments?

No, smoking is not permitted in any of our holiday rental apartments.

What if I need to cancel my booking of my rental apartment ?

The 25% paid on booking the apartment is not refundable. Any other monies that we have received from you will be refunded as follows: over 28 days before arrival, 50 percent will be refunded; over 14 days before arrival, 25 percent will be refunded. To comply with money laundering regulations, our refunds can only be made by direct payment back to the credit card the monies were received from. In some cases you may incur your bank’s small handling charge for this service. Riviera Pebbles cannot refund monies any other way to avoid the risk of inadvertently “cleaning” money. We thank you in advance for your understanding. Should you wish to claim for any lost monies through your insurance company, then we will assist as far as we possibly can.

What if I need to change my booking dates of my rental apartment ?

Changing dates will require us to update the owner, the cleaners, our assistants and the calendars. There will therefore be an administration charge of £50 for date changes over 3 months before your arrival and £100 for date changes less than 3 months before your arrival. Please see our Terms and Conditions for more information. We may not always be able to accommodate date changes, but will try to do so where possible. If we cannot change your dates and you no longer wish to stay with us, our cancellation policy will apply.

What if I want to change my booked apartment to a different one ?

Changing apartments will require us to deal with two owners, update two sets of calendars, updating assistants and cleaners for two rental apartments. There will therefore be an administration charge of £50 for apartment changes over 3 months before your arrival and £150 for changes less than 3 months before your arrival. We may not always be able to accommodate apartment changes, but will try to do so where possible. If we cannot accommodate a move to another rental apartment and you no longer wish to stay with us, our cancellation policy will apply.

When can I expect a refund on the monies I have paid for my rental apartment in Nice, Cannes or Antibes?

We will pay refunds as soon as possible, but never later than thirty days of receiving your cancellation and the funds will be returned to the credit/debit card account they were received from. Please see our Terms and Conditions for more information.

What is your privacy policy?

We will retain the information about yourself that you give our agents, but we will not share any information with anyone outside Riviera Pebbles Ltd, Nice Pebbles Ltd or Pebbles Concierge unless ordered by a court, and will treat all information as confidential. However, direct employees and contractors of Riviera Pebbles Ltd, Nice Pebbles Ltd and Nice Pebbles SARL may have access to your information during the normal course of their work. You can rest assured we will never sell or give away any information about you.

Riviera Pebbles core privacy principles:

1. We will not sell or rent your personal information to third parties for their marketing purposes and will only disclose your personal information in accordance with our Privacy Policy and/or with your explicit consent.
2. Third parties are not permitted to sell the information we provide to them, to market directly to you, or to disclose it in any other way without your explicit consent.
3. We share your personal information with Internal Service Providers for our operations only to facilitate or outsource a Riviera Pebbles service or operation when necessary and under confidential restrictions.
4. We share your personal information with other Riviera Pebbles members in accordance with our Privacy Policy to help facilitate transaction and to allow members to contact you.
5. We disclose limited personal contact information to verified requests by law enforcement and government officials who conduct criminal investigations, and require a court order for additional personal information, in accordance with our Privacy Policy.
6. We will provide you with notice if our privacy policy changes.

Complaints Procedure?

Itís worth pointing out that at Pebbles less than 1% of our customers have ever complained for every year we have traded. We strive for the same statistics for 2016 and beyond. If you do have a complaint that we canít resolve, you can access the European Commission Online Dispute (ODR) Resolution platform. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.

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