Our customer commitments

The commitments of the Tourist Office as part of its classification.

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“Quality is not an issue, but a way of working”. He has been with us for 10 years now.

The quality approach concerns all departments. Spurred on by management and thanks to the work accomplished by the various departments, particularly the reception service, the mystery audit carried out in October 2023 revealed a compliance rate of 94.67%, enabling us to obtain the Qualité Tourisme™ mark.

The full audit will take place in May 2024.

It’s an opportunity to overhaul a number of practices, to develop the Tourist Office by uniting everyone around the same project. It’s a management tool for the structure, an assessment and progress tool that enables us to promote the Tourist Office as a key player in tourism at local level, and to provide qualitative support to our service providers and guide them towards this type of approach.

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In response to the February 11, 2005 law for equal rights and opportunities, participation and citizenship for people with disabilities: the Grand Villeneuvois Tourist Office, with its information points in Pujols and Villeneuve sur Lot have been labeled for all 4 disabilities since 2014.

The Tourisme et Handicap state label is a response to the demands of disabled people who want to be able to choose their vacations and leisure activities in complete freedom. It provides a guarantee of an efficient welcome, adapted to the essential needs of disabled people. The documents used for the assessment that precedes certification have been drawn up in consultation with associations of tourism service providers and representatives of the disabled.


The Tourist Office is committed to a voluntary approach to raising awareness of sustainable development.

This project aims to develop tourism that preserves and enhances the natural, cultural and social resources of our region over the long term.

Find out more about our commitments here.

1/ Focus on customer reception and digital tools in the lobby
  • By offering a welcome adapted to each type of customer: an easily-accessible reception area and information area.
  • By providing you with seating furniture
  • Training and providing you with the services of our customer advisors, so that we can respond to your requests as effectively as possible.
  • Reducing your waiting time by providing up-to-date information and digital tools in the reception area.
  • Providing rapid responses to your requests, however they are made
  • Answering your letters all year round
2/ Facilitating your access to information and procedures
  • By welcoming you at 2 sites: Villeneuve-sur-Lot & Pujols
  • By adapting the Tourist Office’s opening hours to your needs all year round
  • With a website www.tourisme.villeneuve-valleedulot and a geo-localized tourist information service integrating new information and communication technologies: 1 GRAND VILLENEUVOIS TOUR application, our presence on the Facebook social network (Tourisme Villeneuve – Vallée du Lot), all updated daily.
  • By making information available to you outside opening hours via the outdoor interactive terminal accessible 24/7 at the Villeneuve-sur-Lot Tourist Information Point building & via the VVL Tourist Office’s tourist interface, automatically accessible by connecting to the free territorial wifi set up at Villeneuve-sur-Lot, Pujols, Laroque-Timbaut and Camping Paradis Vallée du Lot.
  • By displaying and broadcasting our opening times in French, English and Spanish.
  • By being open at least 305 days a year, including Saturdays and Sundays, during tourist or entertainment periods.
  • By displaying emergency telephone numbers on the outside of the terminal
  • By offering free wifi access
  • By displaying the availability of classified accommodation from July 1 to August 31 on the 24-hour kiosk in Villeneuve-sur-Lot and in the window in Pujols, and informing you of this at the counter.
3/ Information and advice
  • By responding to the needs expressed by each type of customer
  • By providing free information on the local tourist offer
  • Providing a permanent reception service staffed by people who speak at least two foreign languages
  • Providing you with maps and tourist guides in printed form
  • By distributing our tourist information (accommodation, leisure activities, heritage, entertainment, health and emergency services, etc.) in hard copy, translated into English and Dutch and updated annually.
  • By presenting the full range of qualified services available in the Villeneuve – Vallée du Lot area, and guaranteeing their reliability
  • By making it easier for you to organize your stay, with access to classified accommodation availability and the possibility of booking accommodation via our reception service.
4/ Taking your opinions, suggestions and complaints into account
  • By collecting your feedback
  • Dealing with your complaints within 72 hours
  • Measuring the quality of our welcome in order to improve it
  • By measuring your satisfaction