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Frequently asked questions

Tickets

Orders

> How do I book a ticket?
> How can I be sure that my order has been confirmed?
> How can I track my order?
> How can I modify or cancel my order?
> What should I do if the item I received is different from the one I ordered?
> What should I do if I haven't received my purchase before leaving home?
> How do I know how long my purchase is valid?

Payment

> Does Parisinfo.com have a secure payment system?
> What payment methods does Parisinfo.com accept?
> What should I do if I can't use any of the payment methods mentioned above?

Delivery

> What are the various delivery options?
> How can I get my order delivered to my hotel?
> Where do you deliver to?
> My country isn't on your list of delivery destinations. What should I do?
> How long will it take to receive my order?
> What is the cost of postage?
> Can I enter different addresses for billing and delivery?

Collection at our office

> Can I modify the collection date after confirming my order?
> Can I get a refund if I didn't collect my order?
> What documents do I have to show to collect my purchase?
> What is the maximum period that an order will be available for at the Pyramides pick-up point?

Paris Passlib'

> What attractions are included in my Paris Passlib'?
> When can I start using my Paris Passlib'?
> Paris Passlib' Adult, Youth, Child... which category applies for me?
> Is the Eiffel Tower included in the Paris Passlib'?
          When can I use my tickets?
          Where do I collect my tickets?
          Does my ticket give me access to the top floor of the Eiffel Tower?
          Is there a special rate for children?
> Where can I purchase the Paris Passlib'?
> Which attractions can I visit more than once with my pass?
> Validity period, partial use, loss, theft … What I should know about my Paris Passlib’ card

Hotels

Reservation

> How do I book a hotel online?
> How far ahead can I book a hotel room?
> How long does it take for my booking to be processed?
> How will I know that I have a confirmed booking?
> How soon will I receive the booking confirmation e-mail?
> I booked a room but I haven't received the confirmation e-mail. What should I do?
> Will I be sent a hotel booking voucher to show at the reception when I check in?
> Can I come to the Paris Convention and Visitors Bureau if I have any questions about a hotel booking?

Cancellation/Modification

> How can I modify my booking?
> How can I cancel my booking?
> How can I be sure my booking has been cancelled?

Rates/Payment

> What does the room rate include?
> Do I have to pay an advance when booking?
> I have entered my credit card details. Will my card be debited?

Tickets

Tickets - Orders

> How do I book a ticket?
Please click on this link:
http://booking.parisinfo.com to see all our products and select the product of your choice.

> How can I be sure that my order has been confirmed?
Once you have confirmed and paid for your order, you will receive an order confirmation e-mail with the details of your purchase.
If you have not received the confirmation e-mail, please contact us at
internet@parisinfo.com.
If you have any questions about an order, you should send us an e-mail at
internet@parisinfo.com.
Please do not come to our offices, as our reception staff will not be able to answer questions about your online purchase.

> How can I track my order?
Please send an e-mail to
internet@parisinfo.com if you wish to track your order.
I booked tickets but I haven't received the confirmation e-mail.
Please check whether our e-mail has gone into the junk or spam folder of the inbox for the e-mail address you provided when ordering.
If you don't find it there, please send an e-mail to
internet@parisinfo.com to check that your order has been processed and to receive confirmation.

> How can I modify or cancel my order?
You cannot modify or cancel your order online.

Please read the information about cancellations in our Terms of Sale.
For more information,
click here
 

> What should I do if the item I received is different from the one I ordered?
Please contact us at
internet@parisinfo.com if the item you received is different from the one you ordered.
During delivery, please follow the guidelines set out in our Terms of Sale, as follows: Remember to check your parcel in the presence of the carrier.
Reservations about the parcel such as ‘subject to’, ‘subject to unpacking’, ‘open parcel’ etc. are unacceptable in the event of a dispute.
Should the carrier not wish to wait, please write on the transport delivery note “The carrier was in a hurry and has not given me time to check the parcel”.
In the event of an anomaly:
- Write on the delivery note a clear description of your dissatisfaction (e.g.: broken chair, broken glass...).
- Make a note of the exact number of pieces or of missing parcels and give a precise description of the state of the parcel (‘open’, ‘torn’, ‘intact’, etc.).
- It is imperative that you send a letter by registered mail to the delivery agency within 48 hours.

> What should I do if I haven't received my purchase before leaving home?
We suggest you order it again on our website and opt to collect it at the reception of our main welcome centre.
We will refund your payment for the second order as soon as you have received the first one.

> How do I know how long my purchase is valid?
The "valid until" date is usually mentioned in the description of the product online, except in some cases where the date is stamped on the product.

 

Tickets - Payment

> Does Parisinfo.com have a secure payment system?
The Paris Convention and Visitors Bureau's secure payment system is managed by its partners BNP PARIBAS and Paybox.

> What payment methods does Parisinfo.com accept?
Online purchases can be paid for with a credit card or debit card (Visa, MasterCard or American Express) or with Paypal.
Payments by bank transfer, cheque or money/postal order are only available on request to groups, administrative bodies, companies and works councils  (and not to private individuals). Please contact us at contactgroup@parisinfo.com if this applies to you.

Please note that orders cannot be shipped until payment has been received in full.

> What should I do if I can't use any of the payment methods mentioned above?
You have the possibility of buying the majority of products available on our website at any of our welcome centres in Paris.
For details,
click here

Tickets - Delivery

> What are the various delivery options?
We deliver via our partners DHML to France and abroad.
Please note that orders can currently be shipped to the following countries only:
Argentina, Australia, Austria, Belgium, Brazil, Canada, Chile, China, Colombia, Costa Rica, Denmark, United Emirates, Finland, France, Germany, Greece, Guadeloupe, Hong Kong, Iceland, India, Indonesia, Ireland, Italy, Japan,  Lebanon,  Malaysia, Martinique, Mexico, Norway, Oman, Portugal, Qatar, Reunion, Russia, Singapore, South Africa, South Korea, Spain, Sweden, Switzerland, Thailand, tNetherlands, Turkey, United Kingdom, Uruguay, USA and Venezuela.
We also deliver to hotels in Paris and the Paris region.
Alternatively, you can pick up your purchase at our main welcome centre (25 Rue des Pyramides, 75001 Paris).

The Paris Convention and Visitors Bureau takes no responsibility for any eventual delay in delivery to an incorrect address or for any malfunction in transport services of national or international postal services, and will in this case refuse to refund the order.

**Deliver by our partner DHL

> How can I get my order delivered to my hotel?
Delivery to your hotel
The Paris Convention and Visitors Bureau uses a courier service, TOPCHRONO, to deliver your orders to your hotel in Paris or the Paris region.
1) Check the “Delivery to your hotel” box
2) Deselect the “Delivery address same as billing address” box
3) Please enter the following correctly in the “Delivery Address” column:

- The name of your hotel
- The address of your hotel
- Your arrival date
- The name you used to book the room


The order must be made at least 4 days before your arrival.
Your order will be delivered to your hotel 24 hours before your arrival date and on Friday if you arrive on a Saturday/Sunday/Monday.
Your hotel must have a reception-desk.
No deliveries to holiday rental accommodation nor to rental agencies.


Please note that the Paris Convention and Visitors Bureau cannot be held responsible for an incorrectly entered hotel name or address.
The parcel is your responsibility as soon as it is delivered to the hotel.
The Paris Convention and Visitors Bureau cannot be held responsible for stolen or damaged parcels.
The Bureau takes no responsibility for any eventual delay in delivery or non-delivery because of an incorrect address or name on the reservation.

> Where do you deliver?
Mainland France.

Zone 1 : Austria, Belgium, Denmark, Finland, Germany, Greece, Ireland, Italy, Luxembourg, Portugal, Spain, Sweden, Switzerland, the Netherlands, Turkey and United Kingdom.

Zone 2 : 22€
Bulgaria, Croatia, Estonia, Hungary, Poland, Czech. Romania, Slovakia and Slovenia.

Zone 3 : €24
Argentina, Australia, Brazil, Canada, Chile, China, Colombia, Costa Rica, United Emirates, Guadeloupe, Hong Kong, Iceland, India, Indonesia, Japan, Lebanon, Malaysia, Martinique, Mexico, Oman, Qatar, Reunion, Russia, Singapore, South Africa, South Korea, Thailand, Uruguay, USA and Venezuela.

> My country isn't on your list of delivery destinations. What should I do?
If your country is not on the list of destinations to which we ship orders, you can have your order delivered to your hotel in Paris, or collect it from our main welcome centre.

> How long will it take to receive my order to my home place?
Your order will generally be delivered within seven (7) business days with La Poste or four (4) working days with DHL in France, four (4) working days in other countries.
Please note that the abovementioned delivery estimates are valid in normal working conditions.
Deliveries may be delayed in case of postal strikes, transport disruptions or adverse weather conditions.
The Paris Convention and Visitors Bureau takes no responsibility for any eventual delay in delivery to an incorrect address or for any malfunction in transport services of national or international postal services.
Orders paid for with a credit card will be dispatched the day after they have been processed online. Orders processed on Friday and during the weekend will be dispatched the following Monday.

> What is the cost of postage?

Mainland France: €6.35

Hotel (Paris and Paris region): €12

Zone 1: €14.50
Austria, Belgium, Denmark, Finland, Germany, Greece, Ireland, Italy, Luxembourg, Portugal, Spain, Sweden, Switzerland, the Netherlands, Turkey and United Kingdom.

Zone 2 : €22,00
Bulgaria, Croatia, Estonia, Hungary, Poland, Czech Republic, Romania, Slovakia and Slovenia.

Zone 3 : €24,00
Argentina, Australia, Brazil, Canada, Chile, China, Colombia, Costa Rica, Emirates, Guadeloupe, Hong Kong, Iceland, India, Indonesia, Japan, Lebanon, Malaysia, Martinique, Mexico, Oman, Qatar, Reunion, Russia, Singapore, South Africa, South Korea, Thailand, Uruguay, USA and Venezuela

> Can I enter different addresses for billing and delivery?
Yes. You simply enter the delivery and billing addresses separately in the fields provided.
1) Enter your billing address in the field provided
2) Deselect the “Delivery address same as billing address” box
3) Enter the address you want your order sent to in the “Delivery Address” field.

Tickets - Collection at our office

> Can I modify the collection date after confirming my order?
As indicated in our Terms of Sale, tickets purchased via parisinfo.com cannot be refunded or exchanged.

> Can I get a refund if I didn't collect my order?
If you did not collect your order and can prove it was impossible for you to do so, we wil refund your payment withn 3 weeks of the scheduled date of collection, provided you send written notification to
internet@parisinfo.com.
If more than 3 weeks have gone by, we will not be able to refund your payment.

> What documents do I have to show to collect my purchase?
When you come to collect your order, you must present your order confirmation e-mail as well as a piece of ID.
If you do not have your order confirmation with you, we will ask you to provide ID in the name of the person who placed the order online.

> What is the maximum period that an order will be available for at the pick-up point Pyramides?
Your order will be available at the Office du Tourisme de Paris (25 rue des Pyramides - 75001 Paris) until the date of expiry of the products purchased. In the event of collection of your order after the pick-up date indicated at the time of purchase, please contact our Customer Service Department via: internet@parisinfo.com .

Paris Passlib'

> What attractions are included in my Paris Passlib'?

The Mini pass includes:
- 1-hour sightseeing cruise on the Seine with the Bateaux Parisiens company (Paris Passlib' card)
- A sightseeing bus tour with l'Open Tour (Paris Passlib' card)
- A ticket (dated) for the Eiffel Tower (optional)

The 2-, 3- and 5-day passes include:
- A Paris Museum Pass, which gives you access to more than 50 museums and monuments.
See the list of museums and monuments included*
- A travel Paris Visite , which gives you unlimited access to transport in zones 1 to 3
- A 1-hour sightseeing cruise on the Seine with the Bateaux Parisiens company (Paris Passlib' card)
- A sightseeing bus tour with l'Open Tour (Paris Passlib' card)
- A ticket (dated) for the Eiffel Tower (optional)

*Please note:
- Fast-track entry is not guaranteed at some places for security reasons and at busy times (notably for: Towers of Notre-Dame, Conciergerie and Sainte-Chapelle, Cité de l'architecture et du Patrimoine).
- Admission charge for the gardens of the Palace of Versailles on the days of the ‘Musical Gardens’ and ‘Musical Fountains’ shows
NB: For opening times of museums and monuments, please click here.

> When can I start using my Paris Passlib'?
The Paris Passlib’ is itself made up of several passes with no fixed validity dates. You may therefore begin to use your Paris Passlib’ whenever you wish. See below the contents of your Paris Passlib’, according to the version you have purchased:

- 1 Paris Passlib’ card, included in all Paris Passlib' (Adult, Youth, Child - Mini, 2, 3 and 5 day passes): it entitles you to a 1-hour cruise, on the day of your choice, on the Seine with the Bateaux Parisiens, and unlimited access for travel on the L’Open Tour bus for one day. Valid once only for each of the 2 excursion service providers; the Paris Passlib’ is activated the first time it is used at one or other of the two partners. Once the card has been activated, you must take advantage of the second excursion service within a period of 120 hours. The Paris Passlib’ card is valid for a year from the date of purchase and expires at the latest on 31/12/2017.

- 1 Paris Visite, included in all Paris Passlib' (except for the Mini): it is valid from the moment that you first use your ticket in the metro or on the bus and expires at the end of the period chosen (2, 3 or 5 consecutive days). The day starts at 00:00 (midnight) and ends at 24:00 (midnight).

- 1 Paris Museum Pass**, included in the Paris Passlib' Adult, 2, 3 and 5 days only: it is activated on the day of your first visit. Don’t forget to fill in your surname and first name and the first date of use above. It will be valid for 2 or 4 consecutive days, depending on your chosen package. It is recommended that you begin your first visit in the morning in order to get the most out of your pass.
 

** - Please note, for security reasons and a high number of visitors, fast-track entry is not guaranteed for certain places (notably for the Notre-Dame Towers, the Conciergerie and Sainte-Chapelle, the Cité de l'architecture et du Patrimoine and the Palace of Versailles).

  • - Young people under the age of 26 [under the age of 18 for non-EU residents] are already entitled to free entry to national museums and monuments; the Paris Passlib' Youth and Child do not include a Paris Museum Pass.
 

> Paris Passlib’ Adult, Youth, Child … which category applies to me?

  • Paris Passlib’ Child*: 4 to 11 yrs inclusive (all nationalities)
  • Paris Passlib’ Youth*: 12 to 25 yrs inclusive (EU residents) or 12 to 17 yrs inclusive (non-EU residents)     
  • Paris Passlib’ Adult: 26 yrs and +  (EU residents) or 18 yrs and + (non-EU residents)

*Remember:

  • Young people under the age of 26 [under the age of 18 for non-EU residents] are already entitled to free entry to national museums and monuments; the Paris Passlib’ Youth and Child do not include a Paris Musem Pass.

Is the Eiffel Tower included in the Paris Passlib'?
You can add a fast-track ticket for the Eiffel Tower to you Paris Passlib' that will give you access to the first and second floors by lift.
You can add as many tickets as you wish, according to the number of Paris Passlib' purchased and availability on the website.
For example: for three Paris Passlib' purchased, you will have the possibility of adding up to three fast-track tickets for the Eiffel Tower.
Please note:
All tickets purchased for the Eiffel Tower are non-refundable and non-exchangeable.

          When can I use my tickets?
You can choose the day and date of your visit during your online booking, according to the availability shown on the website.
Each ticket entitles you to one admission and must be retained until the end of the visit. No re-entry. Any exit is final.

          Where do I collect my tickets?
Once your order has been confirmed, you will receive your Paris Passlib' with a purchase confirmation* for your Eiffel Tower tickets. All the information relating to the conditions of access to the Eiffel Tower and the collection of your tickets will be listed there.
* You will receive just one confirmation of purchase, regardless of the number of tickets purchased.

          Is the Eiffel Tower included in the Paris Passlib'?
The ticket sold with your Paris Passlib' only gives you access to the 1st and 2nd floors of the Eiffel Tower.

          Does my ticket give me access to the top floor of the Eiffel Tower?
For children aged 4 to 11, the price is the same as for adults.
For children under 4 years-old, access is free upon presentation of proof of identity and for the purchase of at least one adult Paris Passlib'. A child under 4 years-old’ ticket will therefore be given to you directly on-site.

> Where can I buy the Paris Passlib'?
The various Paris Passlib’ packages (Adult, Youth or Child - Mini, 2, 3 and 5 days) are available on our website: click here to access it.
You can also purchase purchase these packages (Adult, Youth or Child - Mini, 2, 3 and 5 days) at the Paris Convention and Visitors Bureau situated on 25 rue des Pyramides (75001) and our tourist information points (Gare de Lyon, Gare du Nord, Gare de l’Est and Anvers).
 

> Which attractions can I visit more than once with my pass?

Museums and monuments included in the Paris Museum Pass can be visited as many times as you wish depending on the duration and the validity indicated on your Paris Museum Pass.

You can use public transport (bus, metro, tramway and RER in zones 1 to 3) as many times as you wish, depending on the duration and the validity indicated on your Paris Visite Pass.

The ticket for the cruise on the Seine and the sightseeing tour (Paris Passlib' card) are only valid once on the day of your choice.

The ticket for the Eiffel Tower is only valid once on the day and at the time that you selected.

> Validity period, partial use, loss, theft … What I should know about my Paris Passlib’ card

Valid for one year after the date of purchase, the Paris Passlib’ card date expires at the latest on 31/12/2017. After this date, you will be refused entry at the Bateaux Parisiens and the L’Open Tour.

 As soon as your card is activated at the boat or bus excursion service, you have a time limit of 120 hours in which to take advantage of the second excursion service. E.g.: A Paris Passlib’ card used for the first time on 1 January 2016 at 11am at the Bateaux Parisiens will be valid until 6 January at 11am; to take advantage of the sightseeing bus tour, it is therefore imperative that the cardholder uses the L’Open Tour service within this time limit.

In the event that the card has not been used, or has only been partially used, no refund or compensation of any kind may be claimed from the PCVB.

In case of theft or loss, the Paris Passlib’ cardholder is considered to be solely responsible, and cannot claim any exchange, replacement or any other type of compensation.

In the event of a problem with the Paris Passlib’ card, you are invited to contact the PCVB by telephone on 01 49 52 53 55 (from Monday to Friday, from 10am to 6pm) or by sending a message to internet@parisinfo.com.

 

Hotels

Hotels - Reservation

> How do I book a hotel online?
Please click on the following link: http://booking.parisinfo.com/il4-accommodations_p8-stay.aspx You can do a quick search for availability on the date of your stay by entering the number of guests. You can narrow down your search by the location of the hotel, its overall customer rating etc. Once you have chosen your hotel and entered the number of rooms, you will be asked to fill out a secure booking form. Please ensure that you spell your name and e-mail address correctly.

> How far ahead can I book a hotel room?
You can book a stay up to the day before your arrival (subject to room availability).

> How long does it take for my booking to be processed?
When you book a hotel on our website, you will immediately receive a booking confirmation e-mail at the e-mail address you supplied when paying. We do our best not to take more than 48 hours (please note that these are average processing times and not a guarantee of how long it will take).

> How will I know that I have a confirmed booking?
You will be sent an e-mail with all your booking details.

> How soon will I receive the booking confirmation e-mail?
Room availability at hotels is displayed in real time, so you should receive the confirmation e-mail immediately after you have booked.

> I booked a room but I haven't received the confirmation e-mail. What should I do?
Please check whether our e-mail has gone into the junk or spam folder of the inbox for the e-mail address you provided when booking. If you don't find it there, please send an e-mail to
hotel@parisinfo.com to check that your booking has gone through and to receive confirmation.

> Will I be sent a hotel booking voucher to show at the reception when I check in?
When you book a hotel on our website, you will immediately receive a booking confirmation e-mail at the e-mail address you supplied when paying. We will not send you a separate hotel booking voucher. Please print and show the booking confirmation e-mail we sent you when you check into the hotel. If you do not have the booking confirmation e-mail with you when you arrive at the hotel, you will be asked to provide ID with the name of the person who booked the room/s.

> Can I come to the Paris Convention and Visitors Bureau if I have any questions about a hotel booking?
If you have any questions about a hotel booking, you should send us an e-mail at hotel@parisinfo.com. Please do not come to our offices.

Hotels - Cancellation/Modification

> How can I modify my booking?
You cannot modify your booking online. Please contact the hotel directly to make any changes. You can also cancel your booking (please read the information about cancellations in our Terms of Sale) and make a new booking on our website.

> How can I cancel my booking?

You can cancel your booking by clicking the link provided to this effect in your booking confirmation e-mail. We encourage you to read the hotel's cancellation policy carefully, either when booking or on the hotel's website. At some hotels, cancelling your booking a few days before your scheduled arrival will incur a charge equivalent to one night's stay.
If you paid a deposit, it will not be refunded if you cancel less than 2 days before the date of arrival, and the hotel's cancellation policy will apply for the remaining amount.

Please ensure you follow the abovementioned guidelines when cancelling a booking. If these guidelines are not followed, the Paris Convention and Visitors Bureau cannot be held responsible for a non-refund of your advance or for any cancellation charges debited to your credit card by the hotel. Please contact us at hotel@parisinfo.com if you have any questions.

> How can I be sure my booking has been cancelled?
After you have cancelled your booking, you will receive an e-mail confirming the cancellation. If you have not received the e-mail, please chefck whether it has gone into your junk or spam folder. Otherwise please contact us at hotel@parisinfo.com.

Hotels - Rates/Payment

> What does the room rate include?
All the amenities for the room category you have chosen are included in the rate. Tourist tax is not included in the rate. Extras such as breakfast and parking facilities are to be selected on the booking form and are not included in the room rate. You will be sent an order summary on which the total amount indicated includes tourist tax and extras.

> Do I have to pay an advance when booking?

You must provide information about your bank details on the Website to confirm your booking request. For some hotels, you will be asked to pay a deposit of 12% on the total amount when booking. You can pay by credit card.

> I have entered my credit card details. Will my card be debited?
Your bank details are passed on to the hotel as a guarantee. A currently-valid credit card is required to make a booking (Visa, MasterCard, American Express).
For some hotels, the Paris Convention and Visitors Bureau debit a deposit of 12% on the total amount.
The remaining amount is to be paid directly to the hotel during your stay.

Please note that for special offers, the cancellation conditions or hotel security deposits may differ from normal terms and conditions. Please note, for promotional offers with pre-payment, the hotel deducts the full total of the amount of the booking.
These bookings cannot be cancelled and are non-refundable.

 

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