Help and contact

How do I pay for my stay?

•    Payment with a bank card is fully secure and available for all bookings made via our website (Visa, Mastercard, etc.), our mobile app or our call centre. 
When paying by bank card, you have the option of paying in three (3) instalments at no extra cost.
•    By calling our booking centre or using our contact form.
•    By SEPA direct debit:
Select the “SEPA direct debit” method on the payment page, then simply enter your IBAN. You will be sent a security code by SMS: enter this to give Sandaya mandate to debit the exact amount displayed on the payment page in one go.
Please note that SEPA direct debits are not possible within 30 days of the start of your stay.
•    Using Chèques-Vacances:
We recommend that you send them to us by recorded delivery to the following address:

SAS SANDAYA
472 rue du rajol

34 130 Mauguio

Holiday voucher payment is accepted up to 30 days before the start of your stay. Holiday vouchers must be sent within 7 days after booking. You will receive a confirmation email on receipt of your payment.
•    Using Chèque-Vacances Connect:
Follow the directions on your ANCV mobile app. Note that the minimum amount you can transfer using this payment method is €20.
Please also be aware that you can choose the amount you want to pay using a Chèque-Vacances Connect digital voucher. In this case, you will be required to enter your bank card number to pay any additional amount before confirming the payment.

Please note that for all bookings made less than 30 days before the date of arrival, only bank card payment will be accepted.

When:

• The balance for your stay must reach us 30 days before you arrive at the campsite at the latest.

How:

• By bank card

You can pay the balance of your stay directly from our website www.sandaya.co.uk by clicking on "Pay the balance of my stay", you will need your file number which begins "O20XX" and the name used for the booking.

• By SEPA direct debit

Simply enter your IBAN after having selected the “SEPA direct debit” payment method on the payment page. A security code will be sent to you by text message that then gives Sandaya a mandate to debit in one go the exact amount shown on the payment page. 

The price shown includes the accommodation you have booked as well as certain services and activities offered by your campsite:

•    Children’s clubs at our Club campsites and children’s workshops at our Chill campsites,
•    Evening entertainment,
•    Sports activities (except those for which an additional fee is indicated),
•    Access to the swimming pool,
•    Access to sanitary facilities.

The price shown does not include: 

•    Tourist taxes and eco-contribution,
•    Visitors or extra people,
•    Pets,
•    Additional vehicles,
•    Activities on offer outside the campsite,
•    Purchases made in our outlets: bars, restaurants, grocery shops, etc.,
•    The wellness areas,
•    Options during your stay: end-of-stay cleaning, included in Premium and Prestige accommodation only,
•    Sheets and towel hire, included in 4 shell, Premium and Prestige accommodation,
•    Baby kit (travel cot + high chair + bath), included in 4 shell, Premium and Prestige accommodation.
 

For any request to change your stay, please contact the campsite at which you booked or ask to change your booking via your My Sandaya-My account area.

If you have not taken out the Liberty option, you can no longer change your booking once it has been validated.

If you have taken out the Liberty option, you can change your stay under the following conditions:

• Up to and including 14 days before arrival, the stay can be changed free of charge if it is due to take place during the current season.
• The stay can be deferred to new dates (within the same season) and/or to a new campsite within the Sandaya group. The stay cannot be deferred to the following season.
• Any difference in price between the old and new stay at the time this modification is made is to be paid by the customer. Should the new stay be less expensive than the old stay, the difference in cost will not be refunded.
• From 13 days before arrival, and for any stay that has already begun, the stay can no longer be changed.

The time limits are calculated from the date of receipt of the modification request form.

For all cancellation requests, go to your My Sandaya-My account area and the “My Stays” section. Select your stay and then click on “Cancel my booking”. 

We would remind you that, in application of the measures set out in article L221-28 et seq. of the French Consumer Code, none of the services offered by Sandaya are subject to a right of withdrawal. As a result, any cancellation made by the customer after booking and before departure will have the following consequences:

• In the event of a cancellation up to 30 days before the planned date of arrival, Sandaya will retain the deposit paid by the customer.
• In the event of a cancellation from 29 days before the planned date of arrival, the customer has an obligation to pay the total price of the stay.

If you have taken out the Liberty option, you benefit from flexible cancellation conditions for your stay:

• Up to and including 30 days before arrival, the stay can be cancelled without charge and the sums already paid will be refunded in full (after deduction of the Liberty option fee).
• From 29 days and up to and including 14 days before arrival, the stay can be cancelled with the payment of a fixed cancellation charge of €90. Only the sums already paid at the time the cancellation is requested will be refunded, after deduction of the cancellation charge and the Liberty option fee.
• From 13 days before arrival, and for any stay that has already begun, no refund may be made.
• If the payment has been made partially or totally with a credit note, the amount refunded may not concern this credit note. However, the latter may be refunded on request, 18 months after its issue date, or used for a future booking.

The time limits are calculated from the date of receipt of the cancellation request form. 

If you have taken out cancellation insurance, you are subject to the cancellation conditions received by your insurer. We will study your case in light of the cancellation conditions subscribed to with the latter. 

Unused services

Any stay that is curtailed or shortened (late arrival, early departure) by you may not give rise to any refund.

Our campsites welcome children aged 5 and over for an activity supervised by an entertainer. Please remember to book a place for your child as activities are restricted in terms of numbers.

For your youngest children aged 0 to 4 years, certain campsites have a Babies area with age-appropriate toys, accessible throughout the season under parental supervision.

Here with Sandaya, families are always welcome!

The maximum capacity displayed for our rental units includes all those participating in the stay, including children and babies.

Good news: on a camping pitch, there’s no additional charge for children under 3 years throughout the season, or for children aged 3 to 7 years old in low season!

Pets are allowed on pitches and in rental accommodation at some of our campsites for a fixed daily price payable at the time of booking. Pets must be kept on leads and be fully vaccinated. Please note that the rabies vaccine is mandatory.

"Leaving pets unattended on a pitch, or tied up or left in a car or in rental accommodation, is prohibited. Dogs deemed by law to be dangerous (France's category 1 and 2) will not be permitted into the campsite".

Go to the www.sandaya.co.uk website, log in to your account and you will be able to find all your past and upcoming bookings.

To change your personal details or password, go to the “My info” tab in your My Account area.

Your “My Sandaya” area gives you access to:

• Your loyalty points kitty
• Your past and upcoming bookings
• Your personal information

You can also pay your balance on-line. Create your account or sign in to enjoy all its benefits!

If you wish to delete your account, simply use our contact form to submit a request. 

You can find this information in the description of the chosen accommodation.

All our rental units have blankets and pillows. Sheets are available at an additional charge.

For 4 shell and PREMIUM cottages, sheets and bathroom towels are included.

End-of-stay cleaning is not included in the price of your stay, except for Premium rental units.

When you leave, you are asked to:

• Thoroughly clean both your accommodation and the terrace
• Empty the fridge
• Empty the bins and remove the rubbish
• Wash up and put away any dishes
• Remove the disposable mattress covers from the beds
• Clean the barbecue grill (provided in certain rental units)
• Close up your accommodation and return the key to reception

You can however pay for an additional “End-of-stay cleaning” package when booking, simply tick this option in the “Facilities and options” section, or indicate your request when calling if you book by phone.

If you opt for this additional service or if you are staying in Premium accommodation, before leaving you are however requested to:

• Empty the bins and the fridge
• Wash up and put away any dishes
• Close up your accommodation and return the key to reception

For rental units, the maximum capacity is indicated in the description of each rental unit.

For pitches, the maximum capacity is 6 people.

For rental units:

On the day of your arrival, you can arrive as early as 12 noon to enjoy the campsite and its facilities. The keys to your accommodation will be handed at 6pm*.
On the day of your departure, the accommodation must be vacated by 11am. Don't worry, you can enjoy the facilities for the rest of the day. 

*Weekend packages (except July-August): arrival is from 12 midday and departure by 4pm. (excluding Village Flottant de Pressac)

For pitches:

• Arrival is from 3pm and departure by 11am.

For all late arrivals after 7pm, please contact the campsite beforehand and let them know what time you will arrive.

Benefit from the fast check-in service and avoid having to queue when you arrive at the campsite! For that, before you arrive, your booking needs to fulfil the following conditions:

• Your stay needs to have been paid in full
• Your SWIKLY security deposit must have been made
• The information concerning the members of your party must have already been sent: surnames, first names and dates of birth
• You need to have provided us with your vehicle registration number

To verify all this information, visit your My Sandaya area.

To complete your file, don’t hesitate to pay for your stay just here, without forgetting to provide all necessary information concerning the members of your party to the campsite at which you have booked, by telephone or using our contact form :)

For rental stays, a security deposit will be requested by email 10 days before the start of your stay. This will have to be carried out online via the platform run by our partner SWIKLY. The security deposit is 290€ and simply pre-authorised on your bank card and is not therefore debited from your account.

For camping pitches, a security deposit may be required for the rental of a refrigerator or for PREMIUM pitches, to ensure that the sanitary facilities and equipment provided are not damaged.

The full amount of this deposit will be refunded to you, at the latest 4 days after your departure, if the accommodation has been left in a clean condition, and after deduction of any amounts retained to cover damage that may have been caused, services not paid for or the loss of keys given to you on arrival.

To access the campsite map on our website, go to the “At a glance” page of your chosen campsite and click on “See the campsite map” or on the description page of each accommodation type.

A campsite map can also be found in the mobile app.

This information is available on the "At a glance" page of your chosen campsite.

Our aquatic areas are exclusively reserved for our customers. Thank you for your understanding.

No, only swim briefs, swim (square-cut) boxers, and one- and two-piece swimsuits are allowed. 

Creating your “My Sandaya” account automatically awards you to 80 loyalty points.

Thereafter, each stay booked with us enables you to automatically accumulate loyalty points that you can then convert to free nights to use for a future stay. As soon as you have collected 100 points, you can enjoy a free night during your next stay at the campsite of your choice (excluding July-August) in accordance with the rules governing the use of loyalty points.

The loyalty programme is completely free.

To consult all the rules about how to use your loyalty points, visit the your customer account page.

The number of points required to qualify for a free night varies according to the type of accommodation. See the detailed table in your “My Account” area.
If you have collected enough loyalty points, you can use those points for the accommodation of your choice (subject to availability at the time of booking).

Loyalty points are credited seven (7) days after the end of your stay.

To find out how many points you have available, go to your “My account” area on the www.sandaya.co.uk  website or contact the booking centre.

To use your loyalty points when booking, simply log in to your “My Sandaya” account and click on “Use my points”. Once logged in, nights eligible for loyalty points will appear in your search results.

You are free to use your loyalty points at the campsite and accommodation of your choice any time except July and August (subject to availability and to allocated stock remaining).

Unfortunately, it is not possible to use your points for a booking that has already been made. Points can only be used when booking a future stay.

If you don’t make a new booking within two years of your last points being credited, your points will be lost.

If, in spite of our best efforts to keep you fully satisfied, you have a complaint during your stay in one of our campsites, please immediately inform the person in charge of welcoming you on-site and they will do their utmost to find a solution. 

For any dispute that cannot be solved on-site, please contact our Customer Service using our contact form. Our agents will deal with your complaint as quickly as possible.

In the event of a dispute that cannot be solved by our Customer Service, any campsite customer may refer the matter to a consumer ombudsman, within a maximum period of one year. More information in our Terms and Conditions of Sale.