FREQUENTLY ASKED QUESTIONS
Below are some of the questions we are asked about Al Fresco mobile home holidays. If you still can't find the answer to your question after looking through the questions and answers here, you can email us and we'll get back to you shortly.
WHEN IS MY BALANCE DUE?
Your holiday balance is due to be paid six weeks before departure. To view your balance due date, your remaining balance amount and to make a payment please log in to Your Al Fresco
HOW DO I PAY THE BALANCE OF MY HOLIDAY?
You can pay the balance of your holiday in full or make part payments towards your holiday cost within the Your Al Fresco account area. You can also make payment directly over the phone using Visa or Mastercard. Please call 0161 332 8900 and select option 2.
Calls to this number are charged at UK geographic rates and may be included as part of your providers call package or bundled minutes. Calls from mobiles may cost more. Calls may be recorded for quality monitoring and training purposes.
CAN WE PAY IN EUROS?
We only accept payment in GB pounds sterling.
CAN WE MOVE BEDS AROUND IN THE MOBILE HOME?
In the twin bedrooms, single beds can be pushed together for you.
WHAT IS IN A LINEN PACK?
A single duvet linen pack includes a sheet, a single duvet cover, a pillowcase and a towel. A double pack comprises of a double sheet, a double duvet cover, two pillow cases and two towels. Duvets (but not duvet covers) and pillows are provided in the mobile home. We recommend you order additional sets if you're staying for more than 7 nights 4 weeks before your departure. Customers are able to order up to 7 days before departure.
DOES THE COT FIT IN THE BEDROOMS?
A travel cot is free of charge but must be pre-booked to guarantee availability. The cot measures 101cm x 71cm and is suitable for one child weighing less than 14kg and also under 89cm in height.
A cot will usually fit in at least one of the bedrooms of your mobile home - in the 2nd or 3rd bedroom, this is after a bed has been removed. A cot will only fit in the master bedroom of the Aspect mobile home.
A cot will fit in the 2nd bedroom of most holiday homes, with the exception of some Azure holiday homes and some 2 bedroom Classics. In these exceptions a cot will only fit in the living area.
A cot will fit in the 3rd bedroom of the standard Azure, Comfort Vista and Comfort XL holiday homes.
IS GAS/ELECTRIC INCLUDED?
Gas/electric is included in the holiday cost.
CAN I TAKE MY PET ON AN AL FRESCO HOLIDAY?
You can no longer use a pet passport issued in Great Britain (England, Wales and Scotland) for travel to an EU country. You can still use a pet passport issued in an EU country or Northern Ireland.
When travelling to an EU country, your dog must have:
• a microchip
• a valid rabies vaccination
• an animal health certificate unless you have a pet passport issued in an EU country or Northern Ireland
Please visit the relevant sections on the government website before planning to take your dog on holiday, and check the rules of the country you're travelling to for any additional requirements before you travel.
Dogs cannot be booked online, so please check the park page details before booking to make sure that dogs are allowed on-site. Additionally, dogs are not permitted in all of our accommodation types, but are accepted in the following mobile homes/lodges (on parks where dogs are allowed):
• Classic and Classic XL mobile homes
• Classic and Classic XL mobile homes
• Selected Lodges at La Croix du Vieux Pont (PA012)
When travelling with dogs, do not forget your pet’s vaccination records, its collar tag with proof of owner's address as well as a muzzle for certain categories. All dogs must be kept on a lead. Dogs must not be left unattended on site.
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. Al Fresco Holidays cannot be held liable for any dog being refused entry onto a campsite.
It is the responsibility of every owner, to ensure the maximum compliance with dog’s sanitation standards.
Any damage caused by the animal to third parties and to the campsite facilities, is the sole responsibility of the owner. Owners must make sure that their dog does not disturb any other customers.
DO YOU HAVE TENTS?
Yes – Al Fresco Holidays provide tent accommodation on the following parks:
• La Croix du Vieux Pont (PA012)
• La Garangeoire (VS011)
• Yelloh! Village le Pin Parasol (VS021)
• Bella Italia (IL019)
• Camping t’Hop (HL043)
• Saint Avit Loisirs (DR019)
• Bella Austria (AU019)
You can view more information on our Tent accommodation here.
WHAT IS THE HOUSEKEEPING AGREEMENT?
You can find details of the house keeping agreement, in the ‘Your Al Fresco’ account area once you have made a booking. By making a booking with Greenbank Holidays Limited, trading as Al Fresco Holidays, you understand and agree to comply with the House Keeping Agreement. Upon leaving the accommodation on the final day of your holiday you agree that you shall:
a) Empty the fridge and freezer and remove all food from the cupboards;
b) Remove all rubbish from the accommodation and recycle/dispose of the rubbish using the facilities at the Park;
c) Wash and dry all kitchenware and replace in the accommodation cupboards;
d) Clean the accommodation’s barbecue;
e) Place any hired linen and towels on the kitchen table.
Where you fail to comply with any of your obligations set out above we will have to take action to remedy such failure and accordingly we reserve the right to pass the cost of such action on to you in the form of a House Keeping charge.
WHAT TIME CAN WE CHECK INTO AND OUT OF OUR ACCOMMODATION?
Check in time is from *3-8pm and check out time is from 9am to 10am. On some holiday parks, barriers may be down and they will not be able to allow cars on-site. Reps may also be off duty, so a security guard will check you in. Check-in is from 4pm at Cambrils Park (CD012) and Sanguli (CD013) if staying in the Masai Lodge.
WHAT IS IN THE MOBILE HOME INVENTORY?
Your holiday home is fully equipped with everything you might need for a self-catering family holiday. Below is an example of what may be provided, please be aware some items may differ from country to country dependent on local suppliers. If anything is missing or you break anything during your stay please let your Al Fresco Representative know so they can replace it for you.
Outside equipment: Barbecue and tools (where permitted), 4 chairs, 1 table, 1 parasol and pole, 1 parasol base, 2 reclining chairs.
Kitchen equipment: Crockery - 6 dinner plates, 6 bowls, 1 presentation plate, 6 mugs, 6 wine glasses, 4 egg cups, 6 side plates, 6 tall glasses. Cutlery - 6 forks, 6 knives, 6 spoons, 6 teaspoons.
Other kitchen equipment: 1 tin opener, 1 corkscrew, 1 vegetable knife, 1 bread knife, 1 salad bowl, 1 salad server, 1 tray, 1 mixing spoon, 1 potato masher, 1 serving spoon, 1 ladle, 1 spatula, 1 colander, 1 chopping board, 1 measuring jug, 1 large pyrex bowl, 1 small pyrex bowl, 1 pyrex oven dish, 1 oven dish, 1 oven glove, 1 kettle, 1 frying pan, a set of 3 pans, 1 whisk, 1 pair of kitchen scissors, 1 potato peeler, 1 cheese grater, 1 pizza cutter, 1 cafétiere, 4 plastic plates, 4 plastic beakers, 4 plastic bowls.
Bedroom: 6 blankets, 6 pillows, 1 electric fan in each bedroom.
Safety equipment: 1 smoke alarm, 1 torch, 1 fire extinguisher, 1 fire blanket, 1 carbon monoxide detector.
Other equipment: 1 broom, 1 mop, 1 bucket, 1 doormat, 1 ashtray, 1 draining rack, 1 dustbin, 1 clothes airer, 1 toilet brush, 3 plug adaptors, 1 dustpan and brush, 1 hob igniter (where necessary), 1 dining table.
The following items are available to borrow from the Al Fresco reception: iron and ironing board, large stock pot, tea pot (subject to availability).
WHEN WILL MY TICKETS ARRIVE?
Al Fresco Holidays operates ticketless travel. All important documents will be made available to you 2 weeks before departure within the Your Al Fresco account area – you will receive an email to let you know when they’re ready.
Please ensure that these documents are printed or downloaded and ready to present on arrival at the ferry port or park you are travelling to.
WHAT INFORMATION DO YOU NEED TO MAKE MY FLIGHT BOOKING?
When booking flights, we require the full names of all members of your party as they appear on a passport, and dates of birth.
WHAT IS ADVANCED PASSENGER INFORMATION (API)?
The collection of Advanced Passenger Information (API) is a requirement to/from specific countries. It involves obtaining passenger information from passports and transmitting to the applicable country prior to customers entering the country.
Collecting API is a very simple process. Information required from all passengers travelling on the flight is: passport number, date of birth, nationality, document type, company issue, expiry/start date. When carried out at check-in, the process involves passports being swiped through a special machine which collects the relevant data. All airlines require Advanced Passenger Information.