AZ GUIDE


Learn everything you need to know about Al Fresco Holidays, our parks, and what's available upon your arrival. This is your official resource for everything related to us, so have a check of this extensive list, or you can get in touch with us on 0161 332 8900 or our Live Chat service if you have any further questions.

ADDITIONAL PAYMENTS

 
Some parks 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, watersports, 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.
 

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 parks for parking a second vehicle on-site and this may not be available on pitch.
 

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.
 

ARRIVING AND DEPARTING FROM THE PARK

 
Your holiday home accommodation is available from 4pm onwards and you should aim to arrive by 7pm at the latest. When travel times mean you will arrive after 7pm 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 park.  On most sites, on arrival, you will have to register at the holiday park 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, park 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.
 

BARBECUES

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 Please note the use of barbecues may be restricted or withdrawn for safety reasons without prior notification.
 

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'.
 

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.
 

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.
 

KIDS CLUBS

 
Most parks 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.
 

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 park 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.
 

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 to 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. 
 

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 park.
 

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.  
 

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.
 

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.
 

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.
 

FISHING

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

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.
 

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.
 

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.  
 

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.
 

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. 
 

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.
 

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 site (Subject to availability).
 

LATE ARRIVALS

 
If you are delayed and arrive after 10pm, you may have to leave your car outside the holiday park entrance overnight and carry your belongings into the park. 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.
 

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 parks only; please check at the time of booking. 
 
If you are taking your linen with you, we recommend that you take flat sheets (not fitted) as the sizes of mattresses provided do vary by park and mobile home type.
 

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.
 

NATURISM

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

PARK FACILITIES

 
We show periods of operation for certain holiday park facilities in the park 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 park 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 parks, 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 parks 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 parks during low season. Park opening times and pool times differ; please check with our Reservations Team when making your booking.
 

PARK RATINGS

 
The park 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.
 

PARK RULES

 
Many holiday parks 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. 
 

PARK SIZE, LAYOUT AND LOCATION

 
Our family holiday parks vary in size and layout, so there could be a long or steep walk between your holiday home and park 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. 
 

PARK 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.
 

PARTY SIZE

 
A number of holiday parks 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 park rules.
 

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.
 

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.
 

PETS

 
We only accept dogs in a small selection of our mobile homes on select parks. At time of print these parks are as follows: Val d’Ussel, Le Soleil des Landes, Les Lacs du Verdon, La Palmeraie, Val de Bonnal, I Pini, Adriano. When traveling with dogs, do not forget your pet’s vaccination records, its collar tag with your address as well a muzzle for certain categories. All dogs must be kept on a lead. Please note that Category 1 dogs (Attack Dogs) are not accepted at any of the campsites - They are dogs whose appearance is of American Staffordshire terrier (pit-bulls), Mastiff (boerbulls) and Tosa types (i.e. without pedigree). Category 2: Defence and Guard Dogs - They are dogs of American Staffordshire terrier, Rottweiler, and Tosa breeds (i.e. with pedigree), and dogs of a Rottweiler type (without pedigree). In order for Category 2 dogs to be accepted the law (Articles L 211-12 to L 211-14-2 of the French "Code rural") requires you to present; a certificate proving that a behavioural assessment has been carried out and an owner's licence which includes: The identity of the dog, its vaccination records, a statement of legal responsibility for the dog and certification that you are entitled to own this type of dog. All dogs are accepted at the campsite owners' discretion and they reserve the right to refuse any dog that is considered dangerous, even a cross-breed of a dangerous dog. Alfresco cannot be held liable for any dog being refused entry onto a campsite.
 

PRICE

 
The price shown on each parc description is for the provision of accommodation and holiday park 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. 
 

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 park, 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. 
 

QUIET RULE

 
Most parks 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 park.
 

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 parks you may be looked after by a representative from our sister companies. 
 

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 parks, 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 park 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 park 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 park operated clubs and children's facilities, including playgrounds. 
 

SMOKING RULES

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

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. 
 

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 park who will do all they can to satisfy your request. However, this will depend on where our accommodation is located on the park and the pattern of bookings both before and after your holiday.
 

SWIMWEAR

 
On many holiday parks, 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 parks also insist on swimming hats (available locally), being worn in the pool. See individual parc descriptions for guidance.
 

TOURIST TAX

 
Tourist tax is included in the cost of your holiday except at the following parks:
  • Bi Village- Adults €1 per day, children 12-18 50c per day and children under 12 free.
  • Lanterna- Adults €1 per day, children 12-18 50c per day and children under 12 free.
  • CampingIN Park Umag- Adults €1 per day, children 12-18 50 cents per day and children under 12 free.
  • Zaton Holiday Resort- Adults €1 per day, children 12-18 50 cents per day and children under 12 free.
  • Union Lido- 50 cents per person per day (including children).
  • El Delfin Verdi- 50 cents per day for the first 7 days. 16 years and under free.
  • Europa Silvella- 60 cents per day. 14 years and under free.
 
On all of the above named parks the tourist tax will be payable direct to the campsite. Tourist tax rates listed are for 2015 and subject to change.
 

TRAVELLING TO YOUR HOLIDAY PARK

 
Please ensure that you allow sufficient time for your journey to holiday parks, 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 parks or travel departure points on time.
 

UTILITIES ON SITE

 
Power and 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.