Essential Booking Information

Essential Booking Information

Health and Safety

We recommend you obtain an EHIC (European Health Insurance Card), which will provide healthcare through the public system in the EU and Switzerland. Apply online at www.ehic.org.uk or at your local Post Office (UK) or www.ehic.ie or your local Health Office (Ireland). You are advised to obtain the new EHIC, which has replaced the E111 from 1st January 2006 (E111 no longer valid). It is not a substitute for health insurance. The Foreign & Commonwealth Travel Advice Unit may have issued information about your destination. Please check by visiting www.fco.gov.uk/knowbeforeyougo.

Dog allergies

If you suffer from a dog allergy, please let us know before booking so that we can ensure you can be allocated accommodation where we do not allow dogs.

Passports & Visas

You will require a full 10 year passport to travel abroad which needs to be valid for your holiday duration plus 6 months. You can obtain an application form (form A) from the Post Office, the Passport Office or from the Garda (Eire only), who must witness the application. It is no longer possible to include or add children to a British or Irish passport. All children (including babies) who are not already included on a valid 10 year passport will need to hold their own passport if they are to travel abroad. Children who are already included on an existing passport may continue to travel with the passport holder until the child reaches the age of 16 when the passport on which the child is included expires, or the passport on which the child is included is submitted for amendment. However, if you are the holder of a joint passport (with your spouse) which is still valid you are reminded that your spouse cannot use the passport to travel without you. Holders of non-EEC passports require a visa for France. Visas can take up to 6 weeks to obtain from the French Consulate.

Visa entry requirements into the United States

British citizens can enter the USA without a visa as long as certain requirements are met which conform to the The Visa Waiver Program (VWP). From January 2009, travellers to the United States MUST apply for authorisation to travel to the US under the Visa Waiver scheme PRIOR to booking a holiday. British citizens can do this by going to the ESTA (Electronic System for Travel Authorisation) website https://esta.cbp.dhs.gov/. You will need your passport at the time of applying. The authorisation is then valid for 2 years. The main requirement is that each individual traveller must have a machine readable or biometric passport. All UK passports issued after 26/10/05 that contain a digital photograph meet these requirements, as long as other conditions are met (see below). Nationals from the following European countries also qualify for the VWP: Andorra, Austria, Belgium, Denmark, Finland, France, Germany, Iceland, Italy, Liechtenstein, Luxembourg, Monaco, Netherlands, Norway, Portugal, Republic of Ireland, Slovenia, Spain, Sweden and Switzerland.

Other VWP conditions - entry into the USA is always at the discretion of the duty immigration officers and we can bear no responsibility if a customer is refused entry or refused a USA visa even if the guidelines have been followed.

Please click, download and read the following information about the Electronic System for Travel Authorization (ESTA) carefully.

Weather

Temperatures and hours of sunshine shown on the regional introduction pages are average daily maximum temperatures provided by The Meteorological Office in Bracknell, Berkshire. These are based on their 2008 analysis and are given as a guide only.

Data protection policy

To process your booking and to ensure that your travel arrangements run smoothly we need to collect certain information from you. These details include, where applicable, name, address and age of party members, credit/debit card or other payment details, special requirements relating to disability or medical conditions and dietary/religious needs which may affect your arrangements.

We take full responsibility for ensuring the security of these details. We must pass on the information to the relevant suppliers of your travel arrangements such as ferry companies, airlines, hotels etc. Where necessary such companies may be outside the European Economic Area (EEA). In making your booking you consent to the appropriate information being passed on to the relevant organisations.

Information may also be provided to security or credit checking companies, public authorities (such as customs/immigration) if required by them by law.

Groups under 25

We will not accept bookings from single sex groups or parties of young people under the age of 25.

Smoking

All our accommodation in non smoking. An ashtray is provided for external use.

General Information - Parc Specific

Lifeguards

Not all parcs have lifeguards on duty and those that do may only be on parc in July and August, or for a limited time during the day. We strongly advise you supervise your children at all times when they are using swimming pools and waterchutes. For your own safety we ask that you adhere to the swimming pool regulations.

Local activities

Some on parc and all ‘Nearby’ local activities and outdoor pursuits shown in the parc description are run by local companies and operators. Keycamp have no involvement in these activities and are 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.

Pitch size (Does not apply to UK campsites)

The size of pitch varies from one region to another. Typically those on inland parcs are larger than those on the coast, and Italian pitches are usually comparatively small. To assist you we show in the parc description the size of pitch that will typically be found on that parc, but please note that pitches are not all the same size on each parc. Small will be less than 80m², Medium will be between 80m² to 100m² and Large will be over 100m².

Size of party

A number of our parcs restrict the total party size to six persons. If you are taking a larger party please check the parc description. You need to notify us before departure if additional people intend to join you for part of your holiday. The parc and party restrictions apply and an additional cost will be taken per adult per night.

Swimming pools

Parc owners may decide not to open swimming pools between the parc contracted opening dates shown in the parc facility section. They are generally open in May but may open only if demand is sufficient. On-parc pools are free to Keycamp customers unless otherwise specified and are not usually heated.

Swimwear (Does not apply to UK and USA campsites)

Many parc owners have banned swim shorts, bermudas, and cut-off jeans in the pools for hygiene reasons. To be safe please pack conventional swimwear. Local law requires the wearing of bathing caps on Italian and Spanish parcs. These can be purchased on the parc.

Adjacent accommodation

We regret we cannot guarantee special requests including adjacent accommodation. You may make a request at the time of booking and we will notify our couriers at the parc. Our couriers may be able to meet your request, depending on the way in which our accommodation is located on the parc and the departure pattern of preceding customers. Adjacent accommodation is not available on every parc.

Arrival on parc

Your accommodation is available from 3pm, so please plan your holiday to arrive on parc between 3pm and 8.30pm. Particularly in Italy you may find parc barriers are lowered between 12.00 - 15.00 for siesta. If you arrive after 8.30pm our reception will be closed but our couriers will still be on parc. If you are delayed en-route to your parc and will not be arriving by 8.30pm, please call us so we can notify our on-parc staff. Most parcs close their gates between 10pm and 8am, so if you arrive later or leave earlier you may have to leave your car outside and enter and depart on foot.

Barbecues

Parc owners/local authorities may impose restrictions/bans on the use of barbecues - particularly at times of high fire risk. (Please refer to parc pages to find out where barbecues are available). Charcoal is not provided.

Parc charges

Many activities are free but you normally pay for use of parc amenities such as tennis, mini-golf, sauna, solarium, pedalos, bicycle hire and pony rides for example. There may be a charge for other facilities on some parcs. There is usually a charge for washing and drying machines. Irons can be borrowed free of charge from the Keycamp reception (except UK and USA campsites).

Parc facilities

Parc owners may decide not to open all facilities between the parc contracted opening dates shown in the parc facility section (i.e. swimming pool, parc shop, bars and restaurants) subject to weather, demand, time of the year or local regulations. As we do not own the parcs, such events are regrettably beyond our control.

Parc official ratings

We show the official rating (where one exists) in the parc description. In France, Italy and Portugal there are star ratings (4 star is the highest category). In Spain parcs are classed as luxury or 1st to 3rd category. There are no official ratings in Austria, Holland and Switzerland. Please note official ratings reflect only the ratio of facilities to pitches, not the location or maintenance. There are parcs with lower official ratings which are still excellent, and remember our aim is to only feature parcs where standards are guaranteed to be acceptable to our customers.

Parc rules

We ask all our customers to comply with parc rules established for the comfort of all customers (see our Booking Conditions). Most parcs impose a rule of silence after 10.30pm.

Parc safety

For the well-being of all, each parc will require customers to follow basic safety guidelines whilst on-parc. We ask that you observe speed limits, and that all members of your party are alert for cars and bikes. Please accompany all children to the beach and swimming pool, and ensure they wear armbands/floats if required. Children should follow the rules on diving, jumping and use of waterchutes and waterslides and not run on the pool side. Only one person at a time should travel down each lane of a waterslide or waterchute, and only travelling feet first. Most parcs operate security systems which require payment of a refundable deposit for a wrist band or entry pass to the parc and/or swimming pool.

Parc size

We show the total number of pitches on each parc. This figure is taken from the FFCC Camping Guide and ADAC Guide 2002. We classify a small parc as having 300 or fewer pitches, a medium sized parc as having between 301 and 499 pitches and a large parc as having 500 or more pitches. Keycamp will normally have only a small proportion of this total number.

Car parking on parcs

Normally you can park your car next to your accommodation (unless otherwise stated in the parc description). If your family takes two cars it is unlikely that you will be able to park both cars on your pitch. The second car usually has to be left in the car park. Some parcs refuse two cars, while other parcs make a charge when you arrive – please check at time of booking.

Children’s clubs – Fun Station, Energy and Base

Please note that attendance at our children’s clubs is subject to availability. We limit the number of children that can attend each club for health and safety reasons – ask your courier on arrival for details to avoid disappointment. Our Fun Station, Energy and Base couriers are specialist employees and in the event of illness may be hard to replace immediately. Children aged 4 - 12 will get most enjoyment from the Fun Station tailored to their age range where available (4+, 7+, Energy 10+ where available), but we can be flexible to allow for levels of maturity, personal preferences, or friends and siblings wanting to be together where attendance numbers permit. We regret that children under the age of 5 are not permitted to join in Leo’s Fun Station or Fun Station for All due to enhanced levels of supervision required. Children aged under 13 are not allowed to join Base activities. For some Base activities there may be a charge payable locally.

Cots

Please note that the travel cots we supply to families with babies and toddlers will not fit into most of our mobile home bedrooms. However, there is a detachable side rail for one of the beds in the twin bedroom of many of our mobile homes. Most customers use this rail to make the bed into a ‘cot’ for infants. Please note that the height of the rail (at 2 feet above the mattress) does not comply with specific UK cot regulations. Our newer mobile homes no longer have a side rail, instead one of the two single beds in the second bedroom can be stored away, creating space for a travel cot. If you would prefer to have a travel cot in your mobile home lounge area please request one at the time of booking. Please ensure that you order cots, high chairs, baby baths or potties when booking your holiday.

General Information - Apartment Specific

Accommodation classification

Where this information is available the official star rating is shown. Official ratings are usually based on ‘technical’ specifications rather than quality levels. Our more subjective ‘sun’ ratings are based on the level and comfort of the apartments and the location and facilities of the resort. The maximum ‘sun’ rating is 4 ‘suns’.

Arrivals and Departures

Arrival time in apartments is between 17.00 – 20.00. If you are likely to arrive after 20.00 you should telephone the resort in advance to enable arrangements for your late arrival to be made. You should normally vacate your apartment by 10.00 on the day of your departure.

Bed linen and towels

These are included in the price of all apartment holidays.

Cots and high chairs

These must be requested at the time of booking, or their availability cannot be guaranteed. At Pierre et Vacances resorts the cost of renting these items is £10 per stay. At other resorts charges vary.

Equipment

Please note that apartments are not normally supplied with ‘British’ items such as kettles or mugs although you will need to bring continental plugs/adaptors. Ovens are generally ‘mini-ovens’ and are often placed on high shelves.

Overseas Representatives

No courier service is provided on our apartment holidays. If you require any help in resort, reception will be able to provide any assistance necessary - English spoken.

Parking

Parking is frequently payable in resort and if so the cost is indicated in the apartment description. Due to the ‘car free’ nature of most of the resorts it will not normally be possible to park adjacent to your apartment.

Security Deposit

On arrival in resort you will be asked to pay a refundable security deposit. This will normally be returned to you on your departure, provide there have been no breakages in your apartment. The amount of the deposit varies between €180 - €300. The deposit can be paid in local currency or in most cases by credit card. N.B. No Sterling, cheques or Maestro.

Tourist Tax

This is levied in most holiday areas and is not included in the price of apartment holidays. The tax is normally between €0.60 - €0.90 per day and should be paid directly to the resort.

The Association of Independent Tour Operators

AITO is the Association for independent and specialist holiday companies. Our member companies, usually owner-managed, strive to create overseas holidays with high levels of professionalism and a shared concern for quality and personal service. The Association encourages the highest standards in all aspects of tour operating.

Exclusive membership

AITO sets criteria regarding ownership, finance and quality which must be satisfied before new companies are admitted to membership. All members are required to adhere to a Code of Business Practice which encourages high operational standards and conduct.

Financial security

AITO members are required to protect money paid by customers to the member for any holiday sold under the AITO logo and to comply with UK Government Regulations in this respect. Members submit details of their bonding and guarantee arrangements to the Association on a regular basis.

Accurate brochures and websites

All members do their utmost to ensure that all their brochures and other publications, print or electronic, clearly and accurately describe the holidays and services offered.

Professional service and continual improvements

All members are committed to high standards of service and believe in regular and thorough training of employees. Members continually seek to review and improve their holidays. They listen to their customers and always welcome suggestions for improving standards.

Monitoring standards

AITO endeavours to monitor quality standards regularly. All customers should receive a post-holiday questionnaire, the results of which are scrutinised by the Association.

Responsible tourism

All members acknowledge the importance of AITO’s Responsible Tourism guidelines, which recognise the social, economic and environmental responsibilities of tour operating. Those demonstrating their achievements beyond the pure acceptance of this principle are recognised by the award of 2 or 3 star status.

Customer relations

All members endeavour to deal swiftly and fairly with any issues their customers may raise. In the unlikely event that a dispute between an AITO member and a customer cannot be settled amicably, AITO’s low-cost Independent Dispute Settlement Service may be called upon by either side to bring the matter to a speedy and acceptable conclusion.
Keycamp Holidays is a member of the Association of Independent Tour Operators. To contact the Association visit www.aito.co.uk or call 0044 208 744 9280.