Important information and tips for a carefree holiday! (F.A.Q.)

Part 1: My reservation

Part 2: My payment

Part 3: My booking request

Part 4: My online booking seems to have failed

Part 5: Can I change my booking

Part 6: On the way to the campsite

Part 7: What do I need on arrival at the campsite

Part 8: At the campsite

Part 9: The accommodation

Part 10: Before you go home

Part 11: Looking forward to next year!

Part 12: I am not entirely satisfied with my stay

Part 1: My reservation

What happens after I have made an online booking?

Thank you for your reservation! You will receive an initial confirmation from us immediately after booking indicating that your reservation or booking request has been received in good order. We always need to carry out an extra manual check. As soon as this has been done, you will receive your final travel confirmation/invoice from us. Only then can you start arranging additional matters such as your flight tickets. For the procedure for a booking request we refer you to the item "your booking request".

Is my booking not 100% confirmed right away?

All the accommodations on our website are from different partner organizations, we do not have our own accommodations. With a lot of partners we have a direct link and your reservation could be confirmed immediately. However, we always have to do some manual checks, for example whether it is a booking for a family or for a group of young people. The latter we can hardly ever accept. After we have carried out these checks you will receive your travel agreement/invoice and your reservation will be confirmed. With some partners we do not have a direct link and we need to double check availability before we can confirm your reservation. Especially in busy times this extra check is very important. The accommodations are offered through various websites and no matter how carefully we and our partners handle them, it can happen in exceptional cases that someone has just been there before you and that the accommodation is not there after all. That is why we have built in this extra check. You will only receive the confirmation when we also have it from our partner organization. This is usually the same day if you book during office hours or at the latest the next day if you book outside office hours. (Please note that this procedure does not apply to booking requests, see the item "your booking request").


I want to combine several campsites

Of course, it's possible that you book different campsites for your holiday (taking into account the changeover days and the minimum number of nights to be stayed at the respective campsites). Because we work together with different partners, this cannot be accommodated under one reservation. The different campsites have to be booked separately. Please feel free to contact us in such cases.

I would like to book more than one accommodation on the same campsite

It's great fun to go on holiday with multiple families! The different accommodations have to be booked separately. In the comments field you can let us know that you are travelling together. In most cases we can add a wish for you that you would like to stay next to each other. We cannot guarantee that this wish will be granted... Some suppliers offer the possibility to book a 'next to each other guarantee'. This costs € 30 per mobile home and gives you the guarantee that you are standing next to, opposite or behind each other. In that case, there will never be a mobile home between the booked mobile homes. If the 'next to each other guarantee' is possible with your accommodation, you will find it among the extras during the booking process.  

I  travel together with a group(s) of young people. Is this allowed? 

Many of our suppliers do not accept reservations from groups of young people. Even a group of 2 may be refused due to the family nature of the holidays they offer. We can't really set an age to which this rule applies in this place. One supplier has 21 as a minimum age, but there are also suppliers who do not accept young people under the age of 25. In such cases we will always contact the supplier to verify whether they accept your reservation.  

Does the accommodation on the website look exactly like the one on the campsite? 

The pictures on our website are there to give you a general impression of the accommodation in question.  The photos are not always taken at the campsite that you are looking at. Of course the accommodation has the facilities as described on our site. However, the photos, layout and decor may vary.

Can I also arrive on days other than those mentioned on the website? 

On our website you can see all possible travel durations and arrival days. Campsites and suppliers often have fixed arrival days and often a minimum number of nights you need to stay. This varies per supplier and also per season. 

The available arrival days are not convenient for me

Suppose you can arrive at the campsite of your choice only on Saturday, but you want or can arrive only on Sunday. In many cases this is possible, but you will have to pay from Saturday (an extra night). We always have to ask you in advance. Not all suppliers offer this possibility.

When I looked at the same accommodation yesterday, it was priced differently

This can be beneficial for you, but sometimes it is not. Some of our suppliers work with flexible prices, they let their price depend on the supply and demand. So sometimes the price gets lower, but it may also happen just as often that the price gets higher.

Until when does the early booking offer apply? 

Our Early Booking offers, which gives you the opportunity to change and cancel free of charge, and in which you can take advantage of the loyal customer discount, runs until 31 January of the year in which you travel. The terms and conditions for this promotion can be found on the homepage of our website, as long as the offer is valid. It is certainly worth taking advantage of our early booking offers. You do not run any risk until 31 January of the year in which you travel. After all, you can change or cancel for free until that date (without giving reasons)!

What discounts apply?

Accommodation suppliers often have nice early booking discounts that expire on various dates. For one, the discount is valid until 1 December, for another, for example, until 1 March. Sometimes there are also 14 =7 or 7 = 6 discounts. Of course we will let you benefit from all the discounts that the provider gives us!  We like to offer you very nice holidays for the best possible prices. The price on our website always includes all current discounts. If you see no discount, then unfortunately there is no discount (anymore).

Can I contact you for a last minute?

Due to the high demand for mobile homes and bungalow tents, it is often cheaper to use the various early booking actions. There are often few last-minute offers, especially in the high season these are virtually non-existent. The popular campsites are full so early that no last minute discounts are given. Of course you can always keep an eye on our website, if there are lastminutes, you can find them there!

Part 2: My payment

How much is the down payment? 

The deposit is 30% of your travel sum. The deposit must be paid within 3 days after booking. If you book a trip within 8 weeks before arrival, the entire payment must be made immediately. In that case there is no deposit. If you book your trip during our early booking period, the first down payment is only 75 euros! The down payment of 25% will follow on the date that the early booking action expires.

When do I have to make my final payment? 

The balance has to be paid 8 weeks before your arrival date. When booking within 8 weeks before arrival, the total amount has to be paid in one time when booking. 

What payment term is used? 

For all reservations outside 8 weeks before arrival, you do not have to make a payment immediately during the booking process. You will receive your booking agreement/invoice and have up to 3 days after making your reservation to pay the deposit of 25% of your travel sum. The remaining payment must be made 8 weeks before your arrival date to us. These terms can also be found on your booking agreement. If you book a trip within 8 weeks before your arrival date, you must make the payment during the booking process immediately in its entirety. 

I have made my (down) payment and still get a reminder 

Our reservation system automatically sends out reminders when it detects that there is an outstanding payment. This may be the case if, for example, you have paid 1 euro too little and you yourself had thought of that extra euro to transfer through the balance payment. How small the amount is you will always receive a reminder, please feel free to contact us in such a case. We like to think along with you.

How long does the processing of my payment take?

In most cases, the payment will be processed no later than 1 working day after receiving your payment. If you have made your payment on Friday or during the weekend, it will be processed no later than the next working day after receipt.

My payment term has expired, what now?

This can happen to anyone and we understand that. Please contact us and we will discuss the possibilities together.  

I have received a reminder

We will always send you 2 payment reminders before we cancel your reservation. We will also try to get in touch with you by phone to discuss the outstanding payment with you. However, if we do not receive any response and your payment is not received, we will be forced to cancel your reservation and charge you the costs involved. If it concerns a last minute reservation, there is often not enough time for the 2 mentioned reminders and we will contact you directly if no payment is made. Also in this case we will cancel the reservation if the payment is not made and the cancellation costs will be for your account. We assume, of course, that all this is not necessary.

Can I make a payment arrangement?

We need to discuss this internally per request. Under certain conditions this is sometimes possible. Please contact us about this, we will discuss the possibilities with you.

What payment options do you have?

You can pay with us via a bank transfer or via your personal portal. You can log into your personal portal with your booking number and your customer number. You can then use your credit card (Visa and Mastercard) to make your payment.

Part 3: My booking request

What does a booking on request mean?

This means that the accommodation is no longer available in stock. We will contact the supplier of your accommodation to request additional accommodation. This usually takes 2 to 3 working days. If the accommodation is available, it will immediately be a definite reservation. You will then receive a booking agreement from us which also serves as an invoice. If the accommodation is not available, your reservation will be cancelled and we will look into other possibilities with you. We will inform you about this by telephone or e-mail.

Can I cancel a booking request?
This is possible in theory, as long as we have not yet received an answer from the provider. Once we have received a positive response, the reservation is final and can no longer be cancelled free of charge.

Is it possible to change a pending booking request? 
A pending request can be modified as long as there is no response from the provider. You should always contact us about this. It is possible that we have already received an answer, but have not yet had the opportunity to inform you.

Can I make a booking request for information only? 
Unfortunately, this is not possible. The agreement with our partners is that we will only submit requests if the booking can be made definite. We do this to avoid confusion, overbooking or no shows. It is in everyone's interest that we do not do this, also and especially yours.

Part 4: My online booking seems to have failed

I fill in all the information on the website but I can't get any further

Sometimes the accommodation may seem available, but it is not possible to book it. This can have several causes. Sometimes the accommodation has just been booked away, in which case two bookings have crossed each other. The accommodation is allocated to the person who has completed the booking process the quickest. Another cause could be that the website recognizes that there are too many guests in the booking, or that the children are too "old" to be able to use the upper bed of the bunk bed.  In such cases, please always contact us, we will be happy to look into the matter with you and help you further.

I wanted to book online but now the accommodation seems to be unavailable 

This could be the case. The accommodations on our website are distributed through various channels. Sometimes you are just late and the accommodation is booked away while you are still filling in your details. However, it is also possible that you have already clicked on the accommodation and that it will "hang" in the supplier's system as "pending". In this case, the accommodation will return to its original state after about half an hour to an hour. If in doubt you can always contact us.

I do not receive an acknowledgement of receipt 

Have you already looked in your spam mailbox? Sometimes our confirmations end up there. If this is not the case, please contact us as soon as possible. You can reach us from Monday to Friday from 08:00 to 16:30 and on Saturday from 09:00 to 15:00.

I do not receive a travel confirmation/invoice 

After you have received the first provisional confirmation of receipt, some time may elapse before you receive the final travel confirmation/invoice. Especially if you make the reservation outside office hours. If you have made the reservation in the weekend, you will receive the final travel confirmation/invoice on Monday. If you make the reservation from Monday to Friday in the evening, you will receive it the next day. If you make the reservation during office hours, in most cases you will receive the travel confirmation/invoice on the same day. On national holidays you will receive the travel confirmation/invoice on the next working day. Tip: check your spam mailbox to be sure! If in doubt, please feel free to contact us.

Part 5: Can I change my booking?

Are there any costs involved in changing a reservation? 

This has to be discussed per situation. Because we work with many different partners, a change must take place within the offer of the original "chosen" partner. If the travel sum is higher, it is usually possible to change within the partner's offer. If the travel sum is lower, cancellation fees often have to be paid for the difference between the original and the new travel sum. The amount of this cancellation fee depends on the moment you change. The closer you get to the day of arrival, the higher the costs will be. According to our terms and conditions, a £ 27,- change fee may be charged per change. If you want to change a booking to the offer of another partner, the change will be considered as a cancellation, this will be subject to the then applicable cancellation costs. Please feel free to contact us if you want to change your booking.

How do I change my booking?

To do so, please contact us by e-mail. We will then contact you to discuss the possibilities and consequences of the change with you.

Can I change the travellers?

The main booker of the reservation can change the fellow travellers, this has to be done by e-mail. It is important that the main booker remains the main booker. 

Until when can I change my booking?

This is different for each partner and also depends on the type of change. In case of a change, please contact us, we will gladly inform you about the possibilities.

Can I choose to transfer my booking to another family?

If both families agree to this by e-mail, this is possible in many cases. We will have to check this with the partner in question on a case-by-case basis. In many cases, however, they will cooperate. In such a case, you will have to take care of any paid travel expenses yourself.

Part 6: On the way to the campsite

What do I need during my journey to the campsite?

What you need in any case is good mood! In addition, you must have a valid passport or identity card for all travellers. Before you leave, check the requirements of the different countries you drive through with regard to your car, the equipment of your car and the necessary documents. In many countries vignettes are mandatory, in most cases you can buy them in advance at your National Automobile Club.  Also think of safety vests and a breathalyser (in some countries you will need to carry these with you). Make sure you know how to reach your insurance in case of an emergency. Bring policy numbers and contact details with you. Be well informed.

I am delayed, do I have to report this?

On your voucher you will find the possible time of arrival at the campsite. If it seems that you are not going to make it, please always contact the campsite. On your voucher you will find the logo of the supplier of your accommodation. Mention the name of your supplier on the phone, this prevents confusion. In some cases, the numbers of the supplier's employees are on your voucher, in such cases call this number.

I am broken down on the road

Hopefully your insurer has helped you and you will be able to get back on the road quickly. The employees at the campsite expect you to arrive on the agreed day, if this is not possible, please inform them. It is important for them to know that you may arrive on a different day, they will make sure that your accommodation remains available for you. If you have trouble reaching the campsite, please feel free to contact us, we will be happy to help you.

Am I entitled to a refund in case of delayed arrival?

If, due to circumstances, you arrive 1 or more days later at the campsite, we will not be able to give you a refund on your travel sum. If you have a cancellation insurance, it is possible that it does offer a refund if it concerns an insured event.

Part 7: Arrival on the campsite

When will I receive my voucher?

You will receive your voucher 4 weeks before your arrival. This voucher has to be printed out and handed over at check-in.  

Valid travel documents?

You must be able to present a valid passport or ID of all travellers at check-in. Sometimes these are kept for one or more days. Despite the many objections, many campsites still insist on this. A tip could be to bring your own copies of your identification documents with the ID numbers and the passport photo crossed out. On the copy you can then write down the date and for whom this copy is intended. There are also special cases for sale that ensure that the ID numbers are not visible. However, it remains a recurring fact that some campsites withhold your passport and/or ID as a kind of security deposit. You may want to try to give a deposit as a blockage on your credit card to prevent your passport/ID from being kept. You are responsible for having the right documents in your possession. Think of the necessary vignettes in the countries you travel through.

Can I arrive at any time?

Usually you can move into the accommodation after 3 pm or 4 pm. The correct time is stated on your voucher. You can often make use of the facilities on the campsite earlier, please ask our staff about this. Please note that on some campsites the siesta is taken into account. Especially on Italian campsites you may not be able to use the swimming pool at certain times around lunch time. Other facilities are also not or to a lesser extent available and even the barrier will not open. You will not be able to enter or leave the campsite at these times. If you arrive at the campsite after check-in time, please inform the campsite. Upon arrival, the security will help you further.

Part 8: On the campsite

Who's my on-site contact?

You have booked an accommodation with us on the campsite of your choice. The accommodation is owned by the campsite or one of our carefully selected partners. On your voucher you can see who in your case is the supplier of your accommodation. They are your on-site contact at the campsite and will help you with all your questions.  There are no Allcamps employees on the campsite.  

Pets on the campsite

You can check whether or not pets are allowed on the campsite on our website at the campsite of your choice. If a dog is allowed on the campsite, this does not always mean that the dog is welcome everywhere on the campsite. Often there are special areas by the sea, where dogs can swim, this is often the case in Croatia. In other areas this is not allowed. In addition, dogs are often not allowed in restaurants and other facilities on the campsite. Dogs are not allowed in many accommodations, so if the dog is allowed on the campsite, it is not always allowed in the accommodation. The accommodations on our website always indicate whether or not a dog is allowed in the specific accommodation.

Can I put up an extra tent?

This is allowed in some cases. Please check with one of our staff members whether it is permitted next to the accommodation you have reserved. Sometimes we know this from experience and sometimes we need to ask you about this. If allowed, this extra tent may not be used to exceed the maximum occupancy. The tent may (if allowed) be 2 x 2 m maximum.

Can I park my car next to the accommodation?

This is possible in many cases, but is not always. In some cases you will need to park your car in the designated parking spaces near your accommodation. In some cases, the campsite is car-free and you will have to park your car in the central parking lot of the campsite. Parking a second car or boat trailer is usually for a fee on the central parking lot of the campsite or sometimes even outside the campsite. If you are travelling with two cars or if you have a trailer with you, please ask us about the possibilities.

Can I indicate a preference for a particular location on the campsite?

With most of our suppliers it is possible to indicate a preference. But not with all of them. A preference is always a wish and can therefore not be guaranteed. Some suppliers offer the possibility to book a 'next to each other-guarantee'. This costs approx. € 30 per accommodation and gives you the guarantee that you are next to, opposite or behind each other. In that case, there will never be a mobile home between the booked mobile homes. If the 'next to each other-guarantee' is possible with your accommodation, you will find it among the extras during the booking process.  

What is the location of my accommodation on the campsite?

We have a large number of campsite maps showing the accommodation of our partners. Feel free to ask before or after making your reservation, we will gladly mail you the correct maps. The maps are always subject to change, as sometimes accommodations are moved during the winter months or in the spring.

Can I use the campsite's WIFI in my accommodation?

This is very often not the case. So far we have 1 partner who offers a luxury mobile home with its own WiFi network, and unless there are any disruptions, you will have your own Wi-Fi network at your disposal here. However, this will never be the speed and quality you are used to at home. In all other cases there is usually no or limited range in the accommodations. Our experience is that the wifi coverage on the campsite is often very minimal, please take this into account.

I have heard that on campsites facilities are closed at lunchtime?

That sometimes happens indeed! Please note that on some campsites the siesta is observed. On Italian campsites in particular, you may not be able to use the swimming pool at lunchtime at certain times, other facilities are not available or are available to a lesser extent, and even the barrier will not open. You will not be able to enter or leave the campsite during the siesta.

Are all facilities available in the early and late season?

VIn the early and late season the facilities at the campsite are often limited. This usually depends on the weather and the occupancy of the campsite. If the campsite is open, it is certainly not always the case that the swimming pool can also be used. The campsite has the right to close facilities in the early and late season. The entertainment can also be very limited or not present at all during these periods. If you are travelling in the early or late season and there are facilities that are very important to you, please contact us. We will try to find out if they are available in the period you are travelling. But even then it can sometimes happen that a campsite opens or closes a facility later due to weather conditions.

Can everyone in the family use the swimming pools and slides freely?

On some campsites there is a surcharge for the use of the (indoor) swimming pools and slides. There is also often a minimum age or length for the use of the swimming pools and slides. You must follow the instructions of the lifeguard or camping staff at all times. Also, swimming pools and / or slides may be closed during siesta.

I would like a quiet place on the campsite in high season

This is almost impossible on large campsites! If you opt for a small, quiet campsite, we will be happy to inform them of this wish. If you have opted for a large campsite, this will be an impossible task. In high season, the accommodations on large campsites are fully booked, which means that on a campsite with 2000 pitches, about 8000 people are present and make use of the facilities. You will understand that a quiet spot is not really available. If you are looking for peace and quiet, please choose a small campsite, so that you can enjoy a wonderful holiday.

Due to circumstances I have to cancel my holiday, am I entitled to a refund?

We are so sorry to hear that you have to return home earlier. We cannot give you a refund for not taken advantage of nights. If you have taken out cancellation insurance, you can ask your insurer if this is an insured event.

Costs on the campsite

On the campsite you have to pay a deposit, which you will get back if you leave the accommodation in clean and proper state. The on-site staff will carry out a check at the end of your stay to determine whether your deposit will be returned in full. In some cases, the final cleaning is mandatory to be paid by you on the campsite. You can read more about this on our website at the accommodation you have booked. Tourist tax must in almost all cases be paid upon arrival, the amount of this varies per campsite and sometimes even per season. We cannot make any statements about the amount of the tourist tax, the local government determines the amount and to whom it applies. Often children up to a certain age do not have to pay the tourist tax. For some facilities on the campsite there is a surcharge, for example the use of a pedal boat, the trampolines or the ping-pong table. Particularly in Croatia you should bear in mind that activities at the campsite are often carried out by third parties and that there will be a charge for this. In some cases there is an entrance fee for the use of the swimming pool. On larger campsites you often have to buy a camping bracelet that gives you access to the various facilities or just to identify yourself on the campsite. We have tried to identify the most common types of charges on site. However, it is possible that the campsites change their conditions during the season, we have no influence on this.

Part 9: The accommodation

Is there a mandatory deposit?

A deposit is indeed paid upon arrival at the campsite, the amount of the deposit varies from one supplier to another. You can find the amount of the deposit on your voucher. Sometimes you can pay it by credit card, but in most cases it will have to be paid in cash. You pay it to the contact person of the supplier of your accommodation, this can be the campsite or one of our partners. The contact person on the spot will carry out the final check on your departure day, if you leave the accommodation in good order, you will receive the deposit back in full.

Are pets allowed in the accommodation?

On our website you can read information about whether a pet is allowed in the accommodation of your choice. Sometimes a pet is allowed on the campsite, but not in the accommodation. In such cases, we do not accept reservations with a pet, as it is not desirable (or permitted by the supplier of your accommodation) for your pet to stay on your terrace or veranda during the holiday. If a pet is allowed on the campsite and in the accommodation, we can add your pet to your reservation. With some suppliers, we need to request this for you, we then have to wait for permission from the supplier. In many cases there is a surcharge for your pet, more information about this can be found at your accommodation or you can ask us. The campsite also sometimes charges a fee for your pet, which you will then have to pay extra to the campsite upon arrival at the campsite.

Is the final cleaning mandatory?

This information can be found under the heading "more information" on our website if you look at the accommodation you booked. It is possible that the final cleaning is included, sometimes you have to do the final cleaning yourself and in other cases you can buy off the final cleaning and have it done. It also happens that it is mandatory to have the final cleaning done by the provider for a fee. What is at least supposed to be done by you is to take your garbage to the designated collection points, leave your fridge empty and clean and put the dishes back in the cupboards in a clean and tidy way. This should also be done if you buy the cleaning or if it is included. If you are in any doubt and have any questions, please feel free to contact us!

Does the accommodation has airconditioning?

This information can be found in the information of your accommodation on our website. There are several possibilities: sometimes the accommodation does not have air conditioning, sometimes there is a surcharge for the use of the air conditioning (to be paid at booking or at the campsite) and sometimes the air conditioning is included in your travel sum. If in doubt, please contact us.

Can I rent a cot or high chair?

In most cases this is possible. You will find the information about this under the heading "optional booking" at the bottom of the information about your accommodation on our website. The costs for this can also be found here. Sometimes they are available free of charge, but you should always indicate them when booking, as the availability is not unlimited. Attention! Cot mattrasses are usually not available when booking a cot.

Can the maximum number of persons be exceeded?

This is never allowed! Not even if it concerns a baby. This often has to do with the rules on the campsite, the safety and insurance of the supplier of your accommodation. It is for your own safety that this is strictly supervised. We have often seen families refused entry to the campsite or their accommodation if they arrived at the campsite in excess of the permitted number of travellers.

Can I put up an extra tent?

In some cases this is allowed, please ask one of our staff if it is allowed at the accommodation you have booked. Sometimes we know this from experience and sometimes we need to ask you about this. If allowed, this tent may not be used to exceed the maximum occupancy. The tent may (if allowed) be 2 x 2 m maximum.

Can I park my car next to the accommodation?

This is possible in many cases, but not always. In some cases you will need to park your car in the designated parking spaces near your accommodation. In some cases the campsite is car-free and you need to park your car in the central parking lot of the campsite. Parking a second car or boat trailer is usually for a fee on the central parking lot of the campsite or sometimes even outside the campsite. If you are travelling with two cars or if you have a trailer with you, please ask us about the possibilities.

Can I specify a preference for a particular location on the campsite?

With most of our suppliers it is possible to indicate a preference. However, not all of them do accept preferences. A preference remains a wish and cannot be guaranteed. Some suppliers offers the possibility to book a 'next to each other guarantee'. This costs £ 30 per mobile home and gives you the guarantee that your accommodations are next to, opposite or behind each other. In that case, there will never be a mobile home between the other mobile home. If the 'next to each other guarantee' is possible with your accommodation, you will find it among the extras during the booking process.  

What is the location of my accommodation on the campsite?

We have a large number of campsite maps showing the accommodation of our partners. Feel free to ask before or after making your reservation, we will gladly mail you the correct map. The campsite maps are always subject to change, as sometimes accommodations are moved during the winter or in the spring.

Are blankets / duvets and pillows included?

In most cases they are, but sometimes they are not included. You can find the information about this under the heading Bedroom at the relevant accommodation on our website.

Are towels and bed linen included?

In some cases bed linen and or towels are included, you can find the information about this on our website in the section "extras included" or "extra's to be booked". If If towels and or bed linen are not bookable, you must bring them yourself.

Can I still book these extras on the campsite upon arrival?

In many cases this is not possible. To avoid disappointment, we advise you to always book the extras in advance. The stock of cots, high chairs, towels, bed linen, etc. is often limited.

Can I watch English channels like BBC if there is a satellite TV available?

This is certainly not always the case. Because we work with many international partners, it is possible that there is a satellite TV, but that it does not show English channels. In addition, there is always the possibility of interference, which disrupts the reception.

Can I use the campsite's WIFI in my accommodation?

This is very often not the case. So far we have 1 partner who offers a luxury mobile home with its own WiFi network, so unless there are any disturbances you have your own WIFI network at your disposal. However, this will never be the speed and quality you are used to at home. In all other cases there is usually no or limited range in the accommodations. Our experience is that the wifi coverage on the campsite is often very minimal, please take this into account.

What can I expect from the mattresses in my accommodation?

Never expect a quality mattress like you might be used to at home. It remains camping, even if you are staying in a luxury mobile home or in the most beautiful lodge tent, the mattresses are never like home.  

Use of the accommodation

If you notice any damage or loss on arrival, you must report it to our partner's hostess or, if the accommodation is owned by the campsite, to the campsite staff. They will ensure that the shortcoming is fixed as soon as possible. During your stay, you are liable for any loss and/or damage to the accommodation and/or inventory. This will be charged to you by the supplier of your accommodation if applicable. You must use your accommodation with care and according to its purpose. You must respect the rules of conduct which have been laid down by the campsite owner. In case of violation of the rules, both the campsite, the supplier and the tour operator reserve the right to deny access to the site or the accommodation.

Costs on the campsite

On the campsite you have to pay a deposit, which you will get back if you leave the accommodation in clean and proper state. The on-site staff will carry out a check at the end of your stay to determine whether your deposit will be returned in full. In some cases, the final cleaning is mandatory to be paid by you on the campsite. You can read more about this on our website at the accommodation you have booked. Tourist tax must in almost all cases be paid upon arrival, the amount of this varies per campsite and sometimes even per season. We cannot make any statements about the amount of the tourist tax, the local government determines the amount and to whom it applies. Often children up to a certain age do not have to pay the tourist tax. For some facilities on the campsite there is a surcharge, for example the use of a pedal boat, the trampolines or the ping-pong table. Particularly in Croatia you should bear in mind that activities at the campsite are often carried out by third parties and that there will be a charge for this. In some cases there is an entrance fee for the use of the swimming pool. On larger campsites you often have to buy a camping bracelet that gives you access to the various facilities or just to identify yourself on the campsite. We have tried to identify the most common types of charges on site. However, it is possible that the campsites change their conditions during the season, we have no influence on this.

Part 10: Before you go home

Check your accommodation before you leave

We recommend that you always take a good look at all the cupboards and check the accommodation again when it is completely empty. This is to avoid leaving any personal belongings behind. Unfortunately, we are unable to send back any of your forgotten items. It is therefore important that you check the accommodation carefully.

Cleaning

Please make sure that you leave the accommodation as indicated by the staff on site. This will prevent that (part of) your deposit will be withheld. Even if the cleaning is included in your travel sum, or if you have bought it off, you are expected to dispose of your waste, put the dishes back in the cupboards clean and leave the fridge empty and clean. It is wise to check what is expected of you the day before your departure, this prevents unexpected surprises.


What time can I leave?

You must leave your accommodation before a set hour. Information about this can be found on your voucher and or ask the staff. If you want to leave the campsite at night or very early in the morning, you often have to park your car outside the campsite. This is because of the rules on noise and tranquillity after a certain time. Please ask the staff member who will check you in. In case of early departure, the inspection of your accommodation will take place later and you will receive the deposit back into your bank account (if the inspection has not revealed any irregularities).

What happens to my deposit?

After your accommodation has been checked by the on-site staff, you will receive the deposit back from them. In some cases the deposit will be refunded to your bank account. If no inspection can take place, you will also receive the deposit back into your bank account. The deposit will only be returned to you if you leave the accommodation clean and tidy, as agreed in advance with the employees on site. Sometimes a surcharge applies if you leave outside check-out time. Information about this can be found on your voucher.

Can I still use the facilities at the campsite after I have checked out?

In some cases this is possible, in most others unfortunately not. Please check with the campsite staff on the spot. If you want to know in advance, we can try to get this information for you. However, a campsite can change the conditions at any time.

Can I enter the car-free campsite with my car for picking up my luggage?

In some cases this is allowed. In other cases it is not possible or not allowed. The campsite often has luggage trolleys that can be used to easily transport your luggage.

I forgot an item, what do I do now?

We recommend that you always take a good look at all the cupboards and check the accommodation again when it is completely empty. This is to avoid leaving any personal belongings behind. Unfortunately, we are not able to have things sent back to you. It is therefore important that you check the accommodation carefully.

Part 11: Looking forward to next year!

Can I make a pre-booking? 

We are glad to hear that your holiday has been a success! We would like to read about your positive experience on our Facebook page or on the site of Trustpilot and/or Tripadvisor. And of course you can make a pre-booking with us! Please give us your details by e-mail or phone and we will make sure that we take process your pre-booking. What do we need from you: your booking number from last year, so we can find your details, the campsite and accommodation you want to go to and the travel dates. If you book with us for the first time, we will need your personal data, all names and dates of birth of the travellers, your address, e-mail address and telephone number.

Is a pre-booking a definite reservation? 

No, that is not the case. Pre-bookings are processed in order of receipt. As soon as we receive the prices and stock from our partners, we will process the pre-bookings in the order in which they are received. It is therefore possible that the "stock" is not sufficient for the number of advance bookings we have received. Because the stock we receive is not 100% fixed in advance, we cannot predict in advance how many bookings we may be able to accept.

When will I know if my pre-booking is possible? 

This varies per partner, one partner already gives us the prices and stock in October or November, another only does so in December and yet another is already bookable in August. As soon as we know whether or not we can honour your pre-booking, we will contact you immediately.

Why do I have to pay £ 75 in advance for a pre-booking?

To prevent people from making an infinite number of pre-bookings, most travel agencies use a deposit for a pre-booking. This will of course be returned to you by return if your pre-booking will be cancelled.

Can I make more than one pre-booking?

In theory we accept 1 pre-booking per family. In very specific cases, we can make an exception. Please note that for each pre-booking we ask the deposit of £ 75. Please contact us if you want to benefit from this exception. We will then discuss the possibilities.

Part 12: I am not entirely satisfied with my stay

I forgot one or more items. What do I do now? 

We recommend that you always take a good look at in the cupboards and check the accommodation again when it is completely empty. This is to avoid leaving any personal belongings behind. Unfortunately, we are unable to send back any of your forgotten items. It is therefore important that you check the accommodation carefully.

I have just arrived and am not satisfied with my accommodation

We are sorry this happened to you. The best thing to do is to report the inconvenience immediately to the staff of the supplier of your accommodation. They will do everything in their power to deal with the cause of your dissatisfaction. After all, we all want you to enjoy a carefree holiday. If you cannot find a solution with the employees on site, please contact our office. We will mediate for you with the partner to find a suitable solution.


How can I file a complaint? 

It is important that you always report your dissatisfaction on-site. You should take the following steps: - Report your complaint to the local staff member - if this does not solve your problem sufficiently, please contact our office: we will mediate for you with our partner - if your complaint cannot be resolved to your satisfaction, please ask for a complaint form and have it signed by the local staff member. You should then submit your complaint to us no later than 2 months after returning home. We will handle the complaint and will get back to you within 1 month at the latest. TIP! Most suppliers will not deal with your complaint if you have not reported the shortcomings on the campsite. You have to go through the right steps.