Frequent Questions


Find the answer to your questions.

QUOTATIONS AND BOOKINGS

  • What is the cancellation/refund policy? Do you offer any insurance package?
The cancellation is accepted only if requested in written form via email at info@vacanzecolcuore.com with the name of the resort and reservation number.

We don’t offer any insurance and this is our cancellation policy:
 
For cancellations within 30 days of arrival: 100% of the deposit paid is refunded For cancellations from 29 to 15 days before arrival: 50% of the deposit paid is refunded
For cancellations from 14 days to 2 days before arrival: 100% of the deposit paid is retained For cancellations on the day before the arrival or no-show / no show: payment of the full amount of the stay is required

If the guest decides to leave earlier than the departure date they had originally booked, they won’t receive any refund.
 
  • Can I reserve a specific accommodation or pitch number? And what if I want to stay together with another family?
No, it’s not possible to book a specific location or number. When making a reservation, you can put in the notes your preference (ex. n. 12 or near family…): we will take note of it and try our best but it's never 100% guaranteed.

The assigned number will be shared only when the guest is at the camping for the check-in.
 
  • How to request an offer? How to book?
The offer can be requested on our website: http://www.vacanzecolcuore.com or by calling us: +39 0365 388019. After receiving the quote, the guest will be able to confirm it and make a proper reservation. If the quote was not requested, it’s also possible to make a reservation directly on our website: http://www.vacanzecolcuore.com

To confirm the reservation we ask for a 30% deposit which has to be paid up to 7 days from the confirmation. The balance will be paid upon arrival. The payment of the deposit can be done via bank transfer or by credit card; the remnant can be paid with credit/debit card or in cash (American Express not accepted).
 
  • How can I modify the reservation?
To modify a reservation we ask to send a written request via email.

We accept changes to what is indicated in the contract at the time of booking confirmation only if communicated to the booking centre or the resort within 15 days before the arrival date.

BEFORE DEPARTURE

  • At what time are the check-in and the check-out?
For accommodations: check-in from 4pm / Check-out before 10am

For pitches: check-in from 12pm and until 23 pm / Check-out before 12pm
 
  • What documents do I need to bring?
All guests (both adults and children) need to show a personal document when checking-in. We don’t accept photocopies or photos on the phone.

The documents accepted are: IDs / passport.

If you travel with pets, you also need to bring their vaccinations booklet.
 
  • Can I arrive after the reception is closed?
Yes, but the camping has to be informed in advance via email or by calling us to agree how to do the check in.
 
  • Can I arrive before the check-in time? Can I stay in the camping after the check-out?
Yes, it is possible to arrive before 4 pm but we cannot guarantee that the accommodations will be ready. In any case, you can enter the campsite and use all the services while you wait; the reception will notify you as soon as your accommodation is free.

Check out must be done before 10:00 for accommodations and before 12:00 for camping pitches and you need to leave the Resort/Boutique/Residence as well. The possibility of staying in the campsite after check-out or late check out must be requested in advance and depends on the Management’s authorization.

ACCOMMODATIONS

  • Can there be more people than the maximum capacity shown for every accommodation?
No, for safety reasons the maximum capacity must be respected. Children and infants are considered as occupants and no exceptions can be made.

If you show up with more people than the maximum indicated, you will be required to pay a penalty.
 
  • What is included in the equipment of mobile homes/tents?
In the accommodation you will find pots, pans, cutlery, plates, glasses, cups in proportion to the number of guests. There are no condiments or spices. You will also find cleaning tools such as a brush, broom and dustpan.

SERVICES

  • What is included in the price?
The facilities and services included in the price are: bed linen and towels, final cleaning, electricity and water, animation and pool, parking place, kitchen equipment, heating, wi-fi connection.
 
  • What is NOT included in the price?
Tourist tax, breakfast/lunch/dinner, air conditioning with climacard (included only 8h per day, after €0,75/hour), Glamping tents DON’T have air conditioning and heating.
 
  • What are the pool rules? When is it open?
The pools are open in the same opening time of the Resort/Residence; the swimming cap is not mandatory; there are no restrictions regarding the swimwear; you can use your own inflatables/floats.
 
  • Is there animation? For who? When?
Yes, we have an animation service active from opening day to closing day and it is included in the price. (NOTE: at Sivinos Camping Boutique there isn’t animation). The animation is targeted to children from 3 to 12 years old; we don’t offer baby-sitting service.

The program is published weekly on our website: www.vacanzecolcuore.com. For some activities you need to make a reservation (pony rides, masterchef, mini-jeep, etc.), while for others you can just show up at the place where the activity will take place.
 
  • Is there a barbecue in the camping? Can I bring my own?
Most accommodations don’t have a barbecue, only an electric grill/electric plate. You can bring your own but only if it’s a gas or electric barbecue; charcoal is NOT allowed.
 
  • Extra services on request
There are some extra services that can be requested when making the reservation or before the arrival date:
 
Baby bed €14 per stay
Baby chair €12 per stay
Baby bath €12 per stay
Baby set (baby bed + chair + bath) €30 per stay
Fridge in the pitch €10 per day
Extra cleaning €60 (one extra cleaning is included every 7/8 days of stay)
Bed rails Free

NOTE: the extras for children can be requested only if you have booked an accommodation.
 
  • Are there charging stations for electric cars?
Yes, in all our resorts we have charging stations for electric cars. For more information about the costs and mode of use, you can ask directly at the reception after your arrival.
 
  • Are there any restaurants/minimakets in the resort? Do you offer gluten-free dishes?
Yes, all our resort have a restaurant/bar/pizzeria on site and also a minimarket.

Reservations are recommended for the restaurant and can be made directly on site. We have gluten-free options on our menu (Note: there is still a risk of contamination since we don’t have a separate area for these preparations); everything is à la carte: we do not offer half-board or full-board formulas (*NOTE: exception for Park Residence Il Gabbiano).

  → *At Park Residence il Gabbiano it is possible to decide also upon arrival to add breakfast or half board:
 
Breakfast
  • from 11yo and up: €15
  • children 5-10yo: €7,50
  • babies 0-4yo: free
Half-board (minimum 3 days)
  • from 11yo and up: €38
  • children 5-10yo: €17,50
  • babies 0-4yo: free

   
  • Is there a washing machine?
    Yes, we have a laundry room with washing machines and dryers. They work with Euro coins.

GENERAL RULES OF THE STRUCTURES

  • Are pets allowed?
Pets are allowed only in some accommodations. On our website you will find a dog icon near the name of the accommodation and there will also be in the description. Pets are allowed in all pitches.
 
  • Can I leave my car/my motorcycle near the accommodation?
No, the vehicles have to be left in the parking lot near the entrance of the camping. It’s possible to get closer to the accommodation only to unpack/load the luggage or the groceries but then it has to be brought back to the parking lot.
 
  • Can minors come alone at our campsite?
No, there has to be at least one person of age (18+); moreover, if the adult is not the parent/relative/legal guardian of the minor, we will need to receive an email/letter from the parents of the minor in which they say that they allow them to be here with the person of age.
 
  • Can I enter and leave the camping after the reception is closed?
Yes of course, after checking in you can enter or leave the Resort with a vehicle until 23:00 or from 05:00 am.