Square Foch, Office de tourismeSquare Foch Ot 2
©Square Foch, Office de tourisme|OT Lourdes

The Qualité Tourisme brand and public health measures

Offering you a better welcome

Lourdes Tourist Office was classified as a category I tourist office on 30 December 2019, for a duration of 5 years. Within the framework of the Qualité Tourisme state-guaranteed brand, awarded in January 2011 then renewed in 2014 and 2018, Lourdes Tourist Office is committed to a quality policy and has therefore set out a list of commitments that it makes to its customers.

Logo QtLogo Qt
©Logo Qt

Welcoming customers as a priority

  • Providing clean, comfortable and welcoming accommodation
  • Acknowledging every visitor as soon as they arrive, with a look or a welcome message
  • Welcoming each type of customer appropriately: providing an easily accessible reception area and information area
  • Training travel advisors and making them available to you, so we can constantly improve our ability to meet your needs
  • Limiting waiting times: making ourselves available as soon as possible and enabling visitors to access initial information
  • Answering your enquiries promptly
  • Answering the telephone amiably, quickly and efficiently
  • Replying to your letters, emails and chat messages all year round

Helping you to access information and complete your formalities

  • Managing and improving signage and accessibility
  • Tailoring the tourist office opening times to your needs, all year round
  • Ensuring that documents are sent promptly
  • Providing a website www.lourdes-infotourisme.com (in responsive design)
  • Having a presence on social media: Facebook, Twitter, YouTube, Instagram
  • Providing information with 3 information boards (two at the Sanctuary entrances and one at the station)
  • Display our opening times and circulate them widely to local service providers, in French, Spanish, English and Italian
  • Open at least 305 days a year, including Saturdays and Sundays in the tourist season
  • Displaying emergency telephone numbers outside in 2 foreign languages
  • Offering a dedicated area with open and free Wi-Fi access
  • Providing information about accommodation availability at the counter, over the phone and on the Tourist Office website.

Providing information

  • Meeting the needs expressed by each type of customer
  • Providing clear, reliable and up-to-date information thanks by updating the information daily
  • Providing information on the local tourism offering and guaranteeing its reliability
  • Providing a permanent reception service run by staff speaking at least two foreign languages, all year round
  • Providing maps and tourist guides in paper form, translated into 3 languages and updated annually

Public health measures

In order to guarantee the best possible health and safety conditions during your visit, Lourdes Tourist Office has introduced a whole set of measures to keep you safe during your time here.

  • The number of visitors is limited to 3 people in the reception lobby
  • Masks must be worn
  • Hand sanitiser is provided for your use as soon as you arrive at the Tourist Office
  • There is a waiting area indicated by floor markings
  • Literature is still available in paper form, please take any documents you touch away with you
  • Waiting outside: a certain amount of information can be consulted from outside, in particular information on services for tourists and a map of the town

The Tourist Office recommends booking your activities or visits to tourist attractions online, downloading the “TousAntiCovid” app and taking preventative measures.

Handling complaints and measuring customer satisfaction

  • Answering all complaints within 72 hours and taking account of our visitors’ comments by processing and analysing their suggestions
  • Measuring the quality of the welcome offered, our facilities/products and the service provided in order to improve
  • Measuring your satisfaction by providing comment and suggestion forms in French, English and Spanish
  • Responding to customers’ opinions on the various specialist websites.

Health and safety certifications awarded

Following the Covid-19 pandemic, many establishments in Lourdes have adapted and obtained certifications to guarantee your health and safety in the accommodation they provide.
You can find them by consulting the search lists on our website.