az-guide

Additional Payments

Some parcs require additional refundable deposits eg for barrier cards, pool bands, sports equipment etc. Please also refer to Equipment Damage Waiver and Housekeeping Deposit. Some facilities, unless otherwise stated, may have extra local charges. These might include sunbeds, water-sports, games and sports including table tennis, pool tables, mini-golf, tennis, squash, gym equipment, saunas and steam baths, safety deposit boxes, entry to discos or nightclubs and tourist taxes where applicable.

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Additional Vehicles  

Second and subsequent vehicles are charged a non-refundable fee of £100 plus any relevant ferry supplements.  There may be a local charge payable at some holiday parcs for parking a second vehicle on-site and this may not be available on pitch.

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Air Passenger Information

Certain governmental authorities have introduced a legal requirement for airlines to provide border agencies with detailed passenger information for international flights. The United Kingdom system is known as E-Borders. Passengers are required to provide Advance Passenger Information (API) to their airline between 6 months and 24 hours before departure. After flights confirmation you will receive an API letter advising you of your individual airline’s procedure.

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Arriving and departing from the parc  

Your holiday home accommodation is available from 4pm onwards and you should aim to arrive by 10pm at the latest. When travel times mean you will arrive after 10pm our representative will not be on duty, so you will need to contact our Reservations Team prior to your departure to obtain the late arrival procedure for your specific holiday parc.  On most sites, on arrival you will have to register at the holiday parc reception first and you will be directed to our reception. Your Al Fresco Representative will normally be available from 4pm to show you to your holiday home and explain the safe use of the equipment, parc rules and facilities and so on. Please do not move into your holiday home unless you are accompanied by your representative as your accommodation has been allocated prior to your arrival. On your departure day we ask that you check out by 10.00am. See also `Late Arrivals'. Early departures must be pre-arranged with our Representative.

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Barbecues

Where barbecues are provided (see individual parc descriptions), it will be gas or charcoal depending on the individual parc regulations. Please note the use of barbecues may be restricted or withdrawn for safety reasons without prior notification.

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Brochure accuracy

We publish brochures many months in advance and to the best of our knowledge, all information is correct at time of printing. However, details may change after the brochure has been published. If there are major changes or we discover any mistakes, we will advise you of the latest information at the time of booking or, if you have already booked, as soon as possible thereafter. Please also refer to our Booking Terms and Conditions'.

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Building work  

We have no control over building work undertaken by the campsite. However, our overseas team keeps us informed about any planned building work and we will do our best to inform you about any specific work which may affect your holiday.

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Car rental

Terms, Conditions & Important Notes:  Insurance, Collision Damage Waiver (CDW) and Theft Waiver (THW) covers your responsibility for loss of, damage, theft, attempted theft or vandalism to the car. The cover will only apply if you meet all the terms of the Rental Agreement. You may have to pay insurance excess charges towards any claim. This amount may vary by country or car group. Insurance to reduce the excess charges can be taken out where available for an extra fee, this is called 'excess waiver'. Insurance does not cover tyres, windscreens, the roof, the underside or interior of the car and towing charges. You may, therefore, be liable for damage to these items. Insurance does not cover loss or theft of personal belongings left in the car. Personal Effects Insurance covering contents of the car can be taken out for an extra fee where available. Personal Accident Insurance (PAI) can be taken out for an extra fee, but it is included in the insurance cover that we recommend (see Insurance) Deposits: On collection, you will be asked to leave a valid major credit card (NB: not debit) in the name of the main driver imprint as a deposit with sufficient credit on it to cover CDW and THW excess charges, fuel and any additional days you may have booked locally. Some larger cars will require imprints of two valid major credit cards. The cost of excess charges will be refunded to you on return of the car with no damage. The car is always delivered with a full tank of fuel. You can fill the car up before returning it, otherwise you will be charged for the amount of petrol used.

Documentation: When you receive your confirmation voucher you will receive a covering email together with additional information which you must read carefully.  When picking up your rental car, ensure that the authorised renter can present a valid major credit card (NB. credit card must have enough credit on it to cover excess charges on vehicle), a valid passport and a full valid original driver's licence*. All intended drivers must produce a full and valid original driver's licence* in English that they have held for at least one year. Before your departure, we must be made aware of any endorsements to a driver's licence such as driving under the influence of drugs or alcohol and negligence. Each named driver must sign the Rental Agreement. Your holiday documentation is required when you pick-up the car. *Photo-card licences must be supported with counterpart licence. A photocopy or fax copy of the driving licence will not be accepted.

Additional Drivers:  Charges apply for two or more drivers. You must make any additional driver arrangements when you pick up the car. All drivers must meet the age and driving licence conditions explained in the documentation section. Only named drivers may drive the rental car.

Age Restrictions: The minimum rental age for all countries is 21. A young driver surcharge usually applies to drivers under 25 years. The maximum rental age for all countries is 70.                  

General Conditions: If you cancel your car rental at any time up to 7 days before your departure, you will have to pay a cancellation fee of £15 in addition to our usual administration fee. If you cancel your car rental within 7 days of departure, the full amount of the rental will be charged. If you break any of the terms of the Rental Agreement e.g. through negligence or driving under the influence of alcohol or drugs, you will not be covered by the insurance. This means that you may be responsible for any costs of repairing or replacing the car and any other costs Europcar incur if the car is lost, damaged or stolen. All rentals are subject to Europcar's rental terms and conditions, which are subject to local law. Items such as garaging, fuel, parking charges and traffic fines are not included in the rental cost. Pre-bookable car rental is only available if you book more than 7 days before your departure. If you return the car late, you will have to pay extra rental charges. All cars have rear seat belts in countries where they are a legal requirement. In some cases, you may be picked up and taken to the local Europcar office to collect the car. Collection out of Europcar's office hours may incur an additional collection charge. All taxes and fees included within these prices are correct at the time of going to press. However, taxes are subject to government policy changes.

Optional Extras: Infant seats and roof racks are available to pre-book, subject to availability and must be paid for locally.

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Children’s Clubs

Most parcs host their own Children’s Clubs and attendance is subject to availability due to maximum occupancy levels. Even though we provide information about children’s facilities available on holiday parcs, we have no control over their operation and it is possible that these may be different from those advertised. All Children’s Clubs can refuse to accept any child whose behaviour is considered unacceptable or disruptive or any child who will not settle and is clearly unhappy. These clubs are operated independently and are not checked by a member of Al Fresco personnel, therefore it is crucial that you are satisfied with the arrangements when registering at any of the Children's Clubs or any other childcare facilities in resort. Age restrictions for parc owned Children's Clubs vary from parc to parc, please check with our Reservations team at time of booking. Al Fresco Children's Clubs are available at: Sanguli, Le Clarys Plage, Château des Ormes and La Croix Du Vieux Pont.

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Customer feedback

We value the opinions of all our customers and at the end of every holiday we ask you to complete a Customer Satisfaction Questionnaire (CSQ), the results of which are then analysed. We also publish the views of our recent customers who reply to our Reevoo questionnaires online to help you decide upon the most suitable parc for you. Unfortunately we are unable to respond individually to comments made on CSQs so if there is something specific you would like to draw our attention to, please write to our Customer Services Department: 
Al Fresco Holidays SAS, Unit 1A Warth Business Park, Warth Road, Bury, Lancashire, BL9 9NB. 
Email: customerservices@alfresco-holidays.com Tel:  0161 332 8900 Calls cost 5p per minute plus network extras

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Data protection

When making a booking we need you to provide us with personal information such as your name, address, ages of party members, contact details and any specific requirements you have, as well as payment details. We may be required to pass on certain details to third party suppliers, such as airlines, ferry companies, car hire operators, hotels etc. and to our business service providers. Some of these companies may be outside the European Economic Area (EEA).  We may also be required to pass on your information to public authorities such as immigration or as required by law. When making a booking you consent to our use of your information as outlined above and we are responsible for ensuring that relevant security measures protect your details.
If you wish see a copy of the information held by us, please contact us in writing. To view our Privacy AND Cookies Statement please see our website www.alfresco-holidays.com. 
 If you do not agree to Our Use of Your Information above, we cannot do business with you or accept your booking. 

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Distances

Distances to local amenities, airports and ferry ports are approximate and to be used as a guide only. They are calculated from the entrance of the holiday parc.

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Driving abroad

In other countries the rules of the road may be different from the UK and we advise you to research your destination’s driving regulations before travel.  More information can be found on Via Michelin or AA websites (insert website links for website version).  When taking your own car we recommend that you ensure you have adequate insurance and breakdown cover.  

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Driving Licences

Please remember to take your driving license on holiday with you. If you possess a photo card license you should take the paper counterpart as well. Drivers with an old style green UK license are advised to take an international driving permit for Spain or Italy (available from DVLA in Swansea) or check current regulations before travelling.

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Entertainment

Entertainment programmes vary from simple sporting events to full daytime and evening activity programmes with something for all the family. Please see the individual parc pages for details. On some parcs the entertainment is in the local language, which is especially the case on our Authentic and Value range of sites.  Entertainment in low season is often very limited, even on large and lively sites.

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Equipment Damage Waiver (EDW)

When you book your holiday you have the option to pay a non-refundable damage waiver of £2.00 per day. If this is not paid, an equipment deposit of £200 (250€) in either cash or cheque is payable in resort. This is an insurance against any accidental damage or breakage of the equipment inventory (including the Games Chest where available).  Any damage to the holiday home or campsite equipment is not covered.

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Fishing

Where fishing is mentioned in the holiday parc description a permit is usually required and may be obtained locally.

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Flight baggage allowance

Flight operators’ baggage allowances vary and may change. Up to date information can be found on the airline's website or from our Reservations Team.

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Flight payments

If your holiday includes a flight booking then you must pay the deposit along with the full flight costs at the time of booking which is non-refundable. Passenger names on the booking must match the passenger's name on their passport or national identification card, if applicable. Subsequent changes to flights are subject to amendment fees and may also incur an increase in flight cost.
All the flight-inclusive holidays booked by Al Fresco are financially protected by the ATOL scheme. When you pay you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you have booked (accommodation, flights and other services) are listed on it. Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate please go to: The Civil Aviation Authority website.

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Games Chest

At campsites where an Al Fresco representative is resident, items in our Games Chest are available for use without charge, subject to availability. We offer a wide selection of games and sports equipment, however, if an item is lost or broken we cannot always replace it immediately. Not available on Cambrils Park and I Pini.  

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Holiday Money

Travellers' Cheques: It's safer to carry most of your holiday money in Travellers' Cheques. They can be replaced quickly and easily if lost or stolen as long as you have a record of the cheque numbers. Not all parcs with currency exchange will accept certain denominations of Travellers' Cheques. Cash: A small amount of foreign money can be very useful when you arrive abroad, as is some sterling for when you return to the UK. NB. Scottish Bank Notes: unfortunately these occasionally cause confusion outside the UK; should you wish to take any sterling abroad, it's probably best to take English Notes. Personal Cheques: Personal cheques cannot be used overseas unless as an equipment deposit. Credit Cards: MasterCard, Visa and other major credit cards are widely accepted abroad and can often be used in automated cash dispensers with your PIN number. Most European countries also accept Cirrus and Maestro debit Cards. Please check before travelling.

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Housekeeping Deposit

On arrival you will be asked to pay a deposit of £50 (60€) which is refundable providing you leave your accommodation clean and tidy as you found it. For security reasons, UK cheques are preferred. Unfortunately we cannot accept credit or debit cards.  On certain sites a combined Housekeeping Deposit and Equipment Damage Waiver deposit is held on a credit card, please confirm with our reservations agent at time of booking. 

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Insurance

Our Terms and Conditions state that adequate insurance must be in place for all travellers. It is a condition of booking with us that holiday insurance is taken out at the time of booking in order to cover cancellation.

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Inventory

Your holiday home is fully equipped with everything you might need for a self-catering holiday. Please note items can differ from country to country dependent on local suppliers. A list of items can be viewed on our website www.alfresco-holidays.com. An Iron and Ironing board, large stock pot and tea pot are available to borrow from the Al Fresco reception on some sites. (Subject to availability)

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Late arrivals

If you are delayed and arrive after 10pm, you may have to leave your car outside the holiday parc entrance overnight and carry your belongings into the parc. If no member of staff is present, you will find a message and map on the noticeboard at the Al Fresco reception. Locate your accommodation on the map, make yourself at home and your Representative will be round to see you in the morning to complete formalities.

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Linen

Pillows and soft blankets are provided. Bed linen and towels are pre-bookable up to at least four weeks prior to departure. Large bath/beach towel sets, bath mat sets and linen packs, consisting of sheets, pillow case and one small bath towel per person are available. Certain items i.e. bath mats, beach towels, cot linen are available on selected parcs only; please check at the time of booking. 

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Local activities

Local activities and outdoor pursuits shown in holiday parc descriptions are run by local companies and operators. Al Fresco has no involvement in these activities and is simply taking the opportunity to highlight activities that may be of interest to you. Please check your insurance documents to ensure you are adequately covered as it is your responsibility to ensure that you are satisfied with the safety aspects of any activity undertaken.

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Naturism

Naturism is a popular French activity. Many of the beaches in France are either naturist or have a naturist area.

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Parc facilities

We show periods of operation for certain holiday parc facilities in the parc descriptions, where information is available before the brochure goes to print. Sometimes facilities described in the brochure will be withdrawn at the discretion of the holiday parc management for reasons such as maintenance, bad weather or lack of demand. Facilities will be limited during low season. As we do not own the holiday parcs, operation is regrettably beyond our control, however, we will advise you before your departure if we are aware of any changes. If there is an activity or facility which is crucial to your holiday enjoyment, please check opening dates at the time of booking. Many parcs are very lively during peak times and much quieter in early/late season. This can affect the range and level of facilities that are open around the parcs during low season. Parc opening times and pool times differ; please check with our Reservations Team when making your booking.

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Parc ratings

The parc ratings shown are the official European ratings and are categorised by stars, with 5-star being the highest category. Some Spanish parcs are classed as Luxury or 1st to 3rd Category. Please note that official ratings reflect only the ratio of facilities to emplacements, not the location, maintenance or recreational facilities.

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Parc rules

Many holiday parcs have rules and regulations as stipulated by the site management and guests are expected to observe them. Your Al Fresco Representative will advise you of any relevant information at the start of your holiday. It is often customary to take an afternoon rest locally known as a 'siesta', especially in Spain, Croatia and Italy, so keeping things quiet during this time is appreciated. During Siesta time, parc facilities such as swimming pools, shops and reception are often closed. It is also common for barriers to be closed which will prevent you from taking your car on or off the parc. As all parcs vary, please contact our Reservation Team for further information. 

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Parc size, layout and location

Our family holiday parcs vary in size and layout, so there could be a long or steep walk between your holiday home and parc facilities. If any of your party has walking difficulties, please enquire when making a booking.  Campsites are the natural habitat for many species of wildlife and insects.  Mosquitoes can be found in any country but are especially common in warm climates and locations close to sources of water. 

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Parc Top Tips

Any recommendations made by Al Fresco Holidays are aimed at helping you to get the best out of your holiday.The “Top Tips” and resort services which we may highlight are provided by persons, companies and other bodies which are wholly independent of Al Fresco Holidays.  Therefore we cannot guarantee that they will be in operation or offering the same service, quality or product mentioned. Any contract you enter into is with the supplier of the services concerned. These do not form part of your contract with us and we do not act as agent for the suppliers, nor do we have any involvement in your booking in the event that you choose to visit them.  We make no promises, representations or warranties about any resort services featured in our publications.

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Party size

A number of holiday parcs may restrict the size of your party and may not accept bookings from single-sex parties. We limit the number staying in each of our holiday homes for your own safety and comfort; we will accept up to eight people in our largest accommodation, subject to holiday parc rules.

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Passports and visas

It is your responsibility to ensure that all members of your party have a valid passport and entry visa, where required. If you hold a non-EU or non-EEA passport, you should call the consulate of the country you plan to visit for advice prior to making any reservation. See www.gov.uk or telephone the UK Passport Office on 0300 222 0000 for advice and information.  Please see our Booking Terms and Conditions for further information.

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Personal belongings

It is your responsibility to care for your possessions, valuables and money whilst on holiday. Whilst incidents of theft are extremely rare, you should not leave valuable items unattended and we recommend that you use any safe deposit facilities where available. We suggest that you do not bring valuable items on holiday unless necessary. 
Please ensure all personal possessions are packed when departing from your accommodation. Whilst we will endeavour to assist when items are left behind, unfortunately we are unable to guarantee the return of any property which was left unattended and will not be liable for any items lost or damaged in transit. Postage, packaging and handling fees may be applied for the return of lost property. We reserve the right to dispose of any unclaimed items of lost property to approved charities after 3 months.

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Pets

Some Homair Holiday Villages featured in our brochure allow pets on-site. Regrettably, we are unable to accept bookings from customers wanting to travel with pets in Al Fresco accommodation. 

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Price

The price shown on each parc description is for the provision of accommodation and holiday parc facilities. Please refer to our Booking Terms and Conditions for important information about your holiday price.
Price Guarantee: The price of your accommodation is fully guaranteed, with no surcharges. This means that once you have made your booking and paid a deposit, the total cost of your accommodation will not go up unless of course you make an amendment to your booking. 

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Price Promise

If you find the same holiday from a competitor at a lower price, then simply give us a call. We will try to match their price whenever our availability permits and when the holiday details are the same i.e. same parc, equivalent type and size of mobile home, same party size, departure date, duration, travel options, extras and facilities. The competitor holiday must be available and verified by an Al Fresco employee. Cannot be combined with any of our offers e.g. loyalty bonus, early booking, group discount and any promotion or voucher deals  Our Price Promise is only applicable at the time of booking. 

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Quiet rule

Most parcs have a 'quiet rule' which usually starts between 10pm and midnight and generally ends at 7am. During this time the campsite barrier may be down and you may not be able to take your vehicle on or off the parc.

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Representatives

Highly trained holiday Representatives are working constantly behind the scenes to make sure your holiday goes smoothly. They are familiar with both the local area and your accommodation and will be happy to provide information about activities and offer any assistance necessary. On I Pini and Cambrils Park the service is provided by designated English speaking campsite personnel.  On all Authentic and Value and selected other parcs you may be looked after by a representative from our sister companies. 

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Safety first - your Health and Safety     

It is important to remember that safety and hygiene standards in many countries differ from those taken for granted at home. Health and Hygiene: We promote good hygiene practices within the holiday parcs, but the hygiene standards in some countries may differ from those in the UK. Consult your GP before booking if you have any concerns. Swimming Pool and Beach Safety: The pool in your holiday parc may not have a lifeguard. It is therefore important to remember, especially when travelling with children, to take a few minutes to familiarise yourself and your party with the pool area on arrival. Please pay particular attention to note the pool depths and pool rules. Children must always be accompanied by an adult in the pool, including children's pools and surrounding areas and at all other times. Height restrictions may apply on parc waterslides. Familiarise yourself with any flag warning systems that may be in operation on local beaches and take account of the local conditions. Children's Safety: Naturally the safety of our younger holidaymakers is of paramount importance. Parents should check that they are happy with any parc operated clubs and children's facilities, including playgrounds. 

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Smoking rules

Please be aware that smoking is not permitted in any mobile home.

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Special needs

It is essential that you let us know in advance of making a booking with us if you require any special arrangements. Facilities for customers with special needs will vary from parc to parc, please ask for details when making a booking. 

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Special Requests

We will try to accommodate any special requests including adjacent accommodation but we cannot make any guarantees. You may request adjacent accommodation at the time of booking and we will notify our Representatives at the holiday parc who will do all they can to satisfy your request. However, this will depend on where our accommodation is located on the parc and the pattern of bookings both before and after your holiday.

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Swimwear

On many holiday parcs Lycra swimming trunks/shorts must be worn rather than Bermuda type swimwear. T-shirts and newly applied sun cream or oil may be forbidden for use in pools. We recommend that customers take swimming trunks on holiday instead of swimming shorts. Some parcs also insist on swimming hats (available locally), being worn in the pool. See individual parc descriptions for guidance.

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Travelling to your holiday parc

Please ensure that you allow sufficient time for your journey to holiday parcs, airports, ferry ports, hotels etc. as this is your responsibility. Al Fresco will not make refunds for unused accommodation or missed pre-booked travel. However, in circumstances of illness, breakdown or unavoidable delay your holiday insurance policy may provide cover if you fail to arrive at the holiday parcs or travel departure points on time.

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Utilities on site

Power & water supply can be irregular, particularly during adverse weather conditions and short breakages in supply are not unknown. Whilst we will ensure that disruption is kept to a minimum, Al Fresco Holidays cannot be held responsible for circumstances beyond our control.

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