Psst, 2023 sales are open! Further information

Help and contact

Frequently asked questions

COVID-19 information

In accordance with government decisions, the vaccine pas is no longer required at our campsites in France, Belgium, Italy and Croatia.

If you have booked a holiday at a campsite in Spain, please consult the latest information available here

To help you book your holiday with full peace of mind, we have introduced:

  • The Covid-19 guarantee: this is applicable to all stays and means you will be refunded all amounts paid. See conditions 
  • The Liberty option: this option (subject to an additional charge) can be selected when you make your booking and lets you cancel or change your stay up to and including 14 days before your planned arrival, for any reason whatsoever. See conditions 

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. 

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.

Following the cancellation of your stay due to the health crisis, we have given you a credit note. This credit note is valid for a period of 18 months from its date of issue, to be used at one of our Sandaya campsites (excluding Baia Holiday partner campsites).

If, however, you wish to use the amount of this credit note for your 2022 holiday, please contact us by clicking just here

See you soon with Sandaya :)

Following the cancellation of your stay due to the health crisis, we have given you a credit note. This credit note is valid for a period of 18 months from its date of issue, to be used at one of our Sandaya campsites (excluding Baia Holiday partner campsites).

In accordance with the government edict of 25/03/2020 and if after 18 months your credit note has still not been used, you may request a refund from our service just here.

Please note however that no credit note will be refunded before the end of the legal period of 18 months from the date of issue.

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

Use our website and make as many bookings as accommodation options you require. For this kind of request, you can 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.

Methods of payment

 

  • 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".

  • 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 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 
  • 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

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 (0)20 7660 8583 to make your booking.

By telephone

  • Contact our call centre on (0)20 7660 8583 or telephone directly to the campsite at which you made your initial booking.

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

Modifying my booking

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, excluding Baia Holiday partner campsites. 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.

Cancelling my booking

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. 

COVID-19 - Specific conditions concerning refunds:

If you or someone participating in the stay find yourselves in one of the following situations due to COVID-19, and you no longer fulfil the conditions provided for by the Liberty option, you will be attributed a non-refundable credit voucher, valid for 12 months:

  • You are in a lockdown area and thus prevented from reaching the campsite, or the border has been closed.
  • The campsite is located in a lockdown area, or has been closed as the result of a government decision.
  • Someone taking part in the stay has tested positive for COVID-19 (justification required).

Unused services

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

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.

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

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 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".

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”.

Other questions

For rental units:

  • Arrival is from 4 pm and departure by 10 am. 
  • Weekend packages (except July-August): 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
  • 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 simply pre-authorised on your bank card and is not therefore debited from your account. The amount of the deposit is €200 for PREMIUM rental units and €290, which includes a €90 cleaning deposit, for other rental units. 

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 3 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.

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 "At a glance" 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 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. 

Customer Service

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.


Contact us

Our booking centre is at your service Monday to Friday from 9am to 7pm and Saturday from 9am to 6pm on (0)20 7660 8583 (closed on Sunday).

Thanks! Your request has been sent.

Do YoOops! Sorry an error seems to have occurred, please re-enter your details.

Personal details

View our Terms & Conditions to find out the conditions for changing your stay.

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”. 

--/--/--
--/--/--
--/--/--
--/--/--
Maximum number of files : 5
Maximum file size : 5MB
Maximum number of files : 5
Permitted file extensions : jpg,png,pdf,doc,docx
*Required fields

Contact information

By post Sandaya Group 531, avenue Georges Frêche 34830 CLAPIERS - FRANCE
By telephone (0)20 7660 8583