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Liberty option: free cancellation! Further information

Frequently asked questions

COVID-19 INFORMATION

Conditions for opening, practical information, access to the water parks, etc: here is where you can discover all our information and all our recommendations for a successful campsite stay with Sandaya :)

Given the current health crisis, we have adapted the opening dates of our campsites. We anticipate opening all our campsites on 19 June 2020.

Please note that if your stay has been cancelled, we have sent you the amount of the credit note by email. This credit note is valid for a future stay during the 2020 or 2021 season.

Please note that the Paris Maisons-Laffitte campsite, located in an orange zone, is closed until 21 June 2020 inclusive.

Your stay is upheld given that the reopening of our campsites is planned for 19 June. Should you still wish to cancel your stay, the campsite at which you have booked being open on the dates of your stay, it is the General Terms and Conditions of Sale that will apply. We invite you to read them via this link.

In accordance with article L 211-14 of the French Tourism Code, you can benefit from a credit note for the sums paid in the event of an administrative closure of the campsite. This article states that “the traveller has the right to terminate the contract before the start of the stay without paying termination fees if exceptional and inevitable circumstances, occurring at the place of destination or in immediate proximity to it, have an important effect on the execution of the contract. In this event, the traveller has a right to a credit note for the sums paid”. The ordinance does not therefore allow for a credit note if the stay takes place during the dates when the campsite is open.

The credit note you have received is valid for the 2020 or 2021 season, for any stay at one of our Sandaya campsites, excluding Baia Holiday partner campsites.

To use your credit, nothing could be simpler:

On our website

  • Visit www.sandaya.co.uk
  • Discover all our destinations to find the campsite of your dreams
  • Select your desired campsite for the dates of your choice during the 2020 season*
  • Make your booking and, when it comes to the payment stage, select the method of payment “I benefit from a COVID-19 credit
  • Once your booking has been received, our advisers will validate it and contact you for payment of the balance

* Our bookings for the 2021 season will open at the end of July. Don’t hesitate to come back and check out our website from the end of July onwards if you would like to use your credit for next season.

This method of payment is available up to and including 7 days before your arrival. For any booking made from 6 days before arrival onwards, please contact one of our advisers on +33 (0)4 11 32 90 00 to make your booking.

By telephone

  • Contact our call centre on +33 (0)4 11 32 90 00 or telephone directly to the campsite at which you made your initial booking.

Here at Sandaya, the health and safety of our customers and staff is our priority. In the context of the current health crisis, we have thus drawn up a reference framework of enhanced health and hygiene measures. This reference framework is certified by the inspection organisation DEKRA. 

To find out more about all these measures, click here.

Sandaya also undertakes to respect the recommendations set out in the campsite sector’s health protocol.

Good news, our aquatic areas will be open this summer! Except for the Parc la Clusure campsite, where the water park will remain closed until1 July.

To enjoy all the delights of bathing with complete peace of mind, the water in our swimming pools and on our waterslides is cleaned using chlorine which means it is both disinfected and disinfecting. The sanitary facilities present in the aquatic areas will also be subject to very frequent cleaning and disinfection.

We would also like to inform you that, in order to ensure your safety, access to our campsites’ water parks will be subject to the recommendations issued by the health authorities. For this reason, the number of people will be limited, in order to respect social distancing between each holidaymaker. The current rule is of 4m² per person, taking into account the total surface area of the water park, including the pools and the solarium terraces and other relaxation areas.

For this, you will be invited to book your entry to the water park for the day via the mobile app “Lineberty” that you can download free of charge as of now. Please note that the bookable time slots are for a duration of 1 hour and only a single slot can be booked at any one time. Once your time slot has ended, you can then book another one via the app. But don’t worry, there’s no limit to the number of time slots that can be booked each day. It is quite possible to enjoy the aquatic area all day by booking your next slot as soon as the previous one has ended (as long as the number of people in the aquatic area has not been reached the maximum allowed). We are determined that everyone should be able to make the most of our aquatic areas, in a way that is both fair and just. Which is why we also wanted you to know that the opening hours will be extended so all our holidaymakers can enjoy plenty of fun in the water :)

The little ones are going to be delighted: children’s entertainment will be allowed! For the safety of your youngsters and our entertainers, the children’s clubs will have to be held out of doors with groups of no more than 10. Moreover, our entertainers are brimming with new ideas for activities that they can’t wait to share with your kids :)

And the older ones as well: we are maintaining our entertainment for the 2020 season! This year, more than ever, our entertainers will be at your side ready to create a host of fabulous holiday memories all together :)

Our restaurants will be open and will respect the regulations in force in order to guarantee the safety of all our holidaymakers, from young foodies to grown-up gourmets :) 

It should be noted that we will also be offering a takeaway service at all our campsites.

Following the most recent announcements made by the various European governments, we are pleased to inform you that the borders within the European Union will be open for tourism from mid-June onwards. You will therefore have access to the campsite you have booked :)

However, should border closures make it impossible for you to travel to the campsite booked, we will cancel your stay by issuing you with a credit for the sums paid, to use at one of the Sandaya campsites during the 2020 or 2021 season.

Following the latest announcements made by the various European governments, we are pleased to inform you that the Spanish borders will be open for tourism from 21 June onwards. You will therefore have access to the Cypsela Resort campsite :)

If the closure of this border is maintained during the dates of your stay, we will cancel your stay by issuing you with a credit note for the sums paid, to use at one of the Sandaya campsites during the 2020 or 2021 season.

BOOKING

You can book:

Your booking is finalised after you have paid the 30% deposit for your stay, which can be done with a bank card when the booking is made. Deposits must be paid for all bookings.

> Terms & Conditions of Sale

From our website you can book a maximum of 2 accommodation units. For all additional booking requests, please contact us using our contact form.

All accommodation options have a maximum capacity in terms of number of people, including babies. When you arrive, the number of people cannot exceed the capacity of the accommodation booked.

When you book, you can tick the "choice of pitch" option, then say what you would like, provide the number of the pitch, or specify side-by-side in the "comments" field. A charge applies for this. If the pitch is unavailable, the campsite will get back to you to suggest another pitch.

PAYMENT METHODS

You can pay for your stay with a bank card, via bank transfer or with holiday vouchers.

  • Using a bank card, this payment is secure:

Go to our website www.sandaya.co.uk and use the link at the bottom of the page "Pay the balance of my stay".

Please specify reference with your bank transfer, using the name of the campsite followed by the name used for your booking.

Groupe Sandaya | Société Générale
Bank account: 30003 03383 00020088188 16
IBAN: FR76 30003 03383 00020088188 16
SWIFT BIC: SOGEFRPP

When:

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

How:

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

Groupe Sandaya | Société Générale
RIB: 30003 03383 00020088188 16
IBAN: FR76 30003 03383 00020088188 16
SWIFT BIC : SOGEFRPP

  • By holiday vouchers to:

SAS SANDAYA
531, Avenue Georges Frêche
34 830 Clapiers
We recommend that you use registered post.

CHANGES TO YOUR STAY

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 next 12 months.
  • The stay can be deferred to new dates and/or to a new campsite within the Sandaya group, excluding Baia Holiday partner campsites.
  • 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.

For any request to change your stay, please contact the campsite at which you booked, our call centre on +33 (0)4 11 32 90 00 or get in touch with us via the contact form.

Any booking cancellation must be made in writing, by postal mail or email to vacances@sandaya.fr. The deadline is calculated from the date on which the request is received.

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.
  • 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 €70. Only the sums already paid at the time the cancellation is requested will be refunded, after deduction of the cancellation charge.
  • From 13 days before arrival, and for any stay that has already begun, no refund may be made.

If, despite our total desire to provide full satisfaction, you have any complaints, we ask you immediately to inform the person with responsibility for hospitality on-site of this, who will try to provide a response, and if necessary, to provide us, at our head office, with your complaint in writing, sent by registered post and with acknowledgement of receipt, within 4 weeks after the end date of your stay. Our customer services will then deal with your complaint as soon as possible.

In the event of a dispute and having informed customer services, all campsite customers have the option of calling on a consumer mediator, within a maximum of one year from the date of the complaint in writing, via registered post and with acknowledgement of receipt, to Sandaya.

The contact details of the mediator that may be called upon by customers, are:

Medicys
Referral online by filling in the relevant form: www.medicys.fr
Referral by email: contact@medicys.fr
Referral by post: 73 Boulevard de Clichy 75009 PARIS
Telephone: +33 (0)1 49 70 15 93

If the dispute is not resolved, in accordance with the provisions of article R631-3 of the Code de la Consommation (French Consumer law), the consumer may refer their case either to one of the courts holding territorial jurisdiction by virtue of the French code of civil procedure, or to the jurisdiction of their place of residence at the time the contract was concluded or of the place where the incident concerned took place.

CHILDREN

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.

Babies and children are an integral part of the number of people included in the accommodation.
For pitches, children up to the age of 3 are welcome throughout the season, as are those aged 3 to 7 years, except during July and August.

PETS

Pets are permitted on pitches and in the rental accommodation of some of our campsites, with a fixed daily price payable when you book. Pets must be kept on leads and be vaccinated.
"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".

MY ACCOUNT

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!

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 and Baia Holiday partner campsites) in accordance with the rules governing the use of loyalty points.

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

Sign in to your “My Sandaya” area and click on “Use my loyalty points”; you can also tick the box of the same name accessible via the campsite search engine.

VARIOUS QUESTIONS

For rental units:

  • Arrival is from 4 pm and departure by 10 am. 
  • Weekend packages: arrival is from 12 midday and departure by 2 pm.

For pitches:

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

Excluding partner campsites Baia Holiday.

For all late arrivals after 7 pm, 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
  • The information concerning the members of your party must have already been sent: surnames, first names and dates of birth

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 by email :)

You can find the map from the “At a glance” page of your chosen campsite by clicking on “See map”.

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.

This information is available on the "The campsite" page of your chosen campsite.

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

Our bookings for the 2021 season will open at the end of July. Don’t hesitate to subscribe to our newsletter and be the first to receive our exclusive news :)

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

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