Frequently Asked Questions

MY STAY

When will I receive confirmation of my booking?

The booking confirmation is sent automatically by email after payment of your deposit. If you do not have an email address, it will be sent to you by post.

If you have not received a confirmation email, please check your spam folder or make sure that your email or postal address is correct.

If you still have not received it, you can ask us to resend it by email to hello-carcans@wellness-sport-camping.com

or by telephone on +33(0)5 57 70 12 12 . You will also find all the information about your stay in your customer area.

I would like to add additional services

This is possible. To do so, please contact the campsite directly by email at hello-carcans@wellness-sport-camping.com or by telephone on +33(0)5 57 70 12 12.

Can I book my Bombannes Adventure Pass and bike hire in advance?

Depending on the period, when you make your booking you will have the option of booking your Bombannes Aventure pass and/or bike hire.

BOMBANNES ADVENTURE PASS

It is valid for one week and provides unlimited access to Bombannes Aventure’s independent activities: the Aquapark + the Adventure Course + rentals at the Beach Club.

Can I book my Bombannes Aventure activities in advance?

Yes, on the website www.bombannes.ucpa.com

Just 300 metres from La Dune Bleue campsite, you will find a wide range of activities for the whole family – for children aged 3 and above.

SUPERVISED ACTIVITIES DURING SESSIONS OR 5-DAY COURSES

Catamaran sailing, windsurfing, stand-up paddleboarding, surfing, rock climbing, archery, wakeboarding, fishing, swimming…

INDEPENDENT ACTIVITIES WITH FAMILY OR FRIENDS

Tree climbing, water park, pedal boats, slides, stand-up paddleboarding, kayaking, orienteering, mini golf, and more.

Advantages for customers of Wellness Sport Camping Carcans:

10% discount on all courses per session or per week offered by Bombannes Aventure: water activities, land activities.

What are the arrival and departure times?

For pitches, check-in is from 2pm and check-out is by noon during school holidays (and by 2pm outside of school holidays).

For rentals, you can access your accommodation from 4pm and you must return the keys by 11am during school holidays, and by 4pm outside of school holidays.

If you arrive outside reception hours, please notify the campsite.

I will probably arrive after reception closes. What should I do?

Contact the campsite reception, preferably by telephone, to see how to organise your arrival (depending on your arrival time). Please note that the gates to our sites are closed at 11 p.m. and no vehicles will be allowed to enter the site after this time.

Do I need to pay a deposit?

A deposit of €400 per rental will be requested upon arrival and returned upon departure.

This deposit can be paid in two different ways:

• By credit card: your card details will be taken upon arrival at the campsite.
• By bank cheque: you can hand this over when you collect the keys to the mobile home. It will be returned to you when you leave
• *It will be returned to you at the end of your stay if there is no damage and the mobile home has been left clean.

CANCEL OR CHANGE

How do I change my booking?

On site and rental accommodation:

Please send an email to: hello-carcans@wellness-sport-camping.com

or contact the campsite reception on +33(0)5 57 70 12 12.

Changes to your booking can be made free of charge, subject to availability; an additional charge may apply depending on the change requested (period, type of accommodation, etc.).

How do I cancel my booking?

Simply send an email to: . No cancellation requests will be accepted by telephone.

The cancellation policy is available in our Terms and Conditions.

In all cases, the campsite will retain a portion of the amount already paid, calculated based on the date of cancellation, according to the following conditions.

• More than 45 days before the start of the stay 5% of the total price
• Between 45 and 30 days before the start of the stay 30% of the total price
• Between 30 and 15 days before the start of the stay 50% of the total price
• Between 14 and 8 days before the start of the stay 75% of the total price
• Less than 7 days and no-show 100% of the total price

Any shortened stay or service voluntarily abandoned by a participant will result in cancellation fees of 100% of the price of the shortened or abandoned stay.

If you have taken out insurance, please refer to the section entitled ‘Insurance’.

I am cancelling or shortening my trip. What do I need to do to get a refund from Cancellation Insurance?

In the event of cancellation or interruption of your stay for any of the situations covered by the insurance.

1 – Notify the campsite of your cancellation or early departure

2 – You must report your situation within 5 working days (after this period, you will lose all right to compensation)

• By telephone: 05 34 45 31 50
• By email: gestion@ucpa-assitance.fr

IMPORTANT Contract number to quote: No. 5791

3 – You must send them the cancellation invoice provided by the campsite, along with proof of your reason for cancellation.

Please note! This insurance is offered to you through a third-party organisation.

After notifying the campsite of your cancellation or early departure, you are responsible for reporting your situation to the insurer..

PAYMENT METHODS

What payment methods do you accept?

• Credit card
• Holiday vouchers for bookings made at least 15 days before your stay
• Bank cheque for bookings made at least 15 days before your stay
• Cash (on site only, for camping pitches without prior booking)
• Bank transfer

Pay by bank cheque

Please note that we do not accept bank cheques less than 15 days before the date of your stay.

If you pay 100% of the cost of your stay by cheque, your booking will only be guaranteed once we have received your cheque and the booking contract, subject to availability.

These items must be sent by registered post with acknowledgement of receipt to the address above.

Payment in cash

We do not accept reservations with cash payment; cash is only accepted on site.

PRACTICAL INFORMATION

What are the different types of accommodation?

We offer various types of accommodation divided into several categories:

• Lodge: our canvas and wood tents without bathroom facilities but with electricity, sleeping 4 to 6 people
• Comfort Lodge: our canvas and wood tents with bathroom facilities and electricity, sleeping 4 to 6 people
• Cottage: Premium mobile home with wooden terrace – Recent mobile home less than 8 years old

What is the maximum capacity of the rental accommodation?

Across our entire rental offering, the maximum capacity is between 1 and 8 people (including babies). Please consult our accommodation pages (insert link to accommodation pages) to find out the capacity of each accommodation. For safety reasons, it is not possible to exceed this capacity. If you exceed this maximum capacity, you will need to book a second accommodation.

Do you offer accommodation for people with reduced mobility?

Yes, we offer a mobile home for people with reduced mobility for 4 people with a wooden terrace.

Are the rentals equipped with heating and air conditioning?

We do have electric heating in all cottages.

Our campsite is committed to saving energy and protecting the environment in order to minimise its environmental impact as much as possible. The accommodation is not equipped with air conditioning.

INCLUDED (OR NOT)?

What is included with my accommodation?

Your accommodation booking includes: all charges (water, gas, electricity), a vehicle, access to reception services, the swimming pool, play areas, other facilities and activities on offer (free or paid). You can also select additional options when booking.

Are sheets and towels provided?

No, we do not provide sheets or towels.

What facilities are available at my accommodation?

For each of our accommodations, you can refer to the detailed inventory.

Find out more about our different types of accommodation

Can baby equipment be rented?

Yes, that’s possible! We offer a baby kit that includes a cot and a high chair. You can book this kit by phone or on our website. This option is available at an extra charge in July and August and free of charge during the rest of the year, subject to availability.

THE DAY OF DEPARTURE?

Clear your accommodation of all personal belongings and clean it – see below.

A member of staff will arrive at the agreed time (out of season) to carry out the inventory in your presence.

Once the inventory has been completed, your deposit will be returned to you directly, without having to go back to reception, unless we need to charge you for the inventory or for any damage that has not been reported.

Do I need to clean the accommodation when I leave?

You can add our cleaning service to your booking for €80, which does not include the kitchen area. Dishes must be washed and put away, the rubbish bin emptied, and the fridge cleaned and emptied. You can also clean the accommodation yourself, in which case it must be left in a clean and tidy condition.

If this is not the case, the €80 cleaning deposit will be charged.

Home

Inventory on the day of arrival

Please check your accommodation and report any issues to reception within 24 hours.

If you break or damage anything, please do not replace it yourself but report it to the campsite reception. A fee will be charged if the accommodation is not returned in its original condition.

When is a late departure possible?

Outside of all school holiday periods (winter, spring, autumn and summer holidays), departure is possible until 4pm (for rentals) or 2pm (for pitches) at no extra charge. To take advantage of this, please remember to specify this upon arrival. If you are staying during a long weekend, this late departure is only possible if you leave on the last day of the long weekend.

I would like to extend or shorten my stay

Extensions are always possible (subject to availability). If you have made a reservation (for accommodation or a pitch), no refund will be given in the event of early departure on your part. See the General Terms and Conditions of Sale.

Please visit reception for detailed information on the options available for extending or shortening your stay.

Are campsites accessible to people with reduced mobility?

All our sites have toilet facilities suitable for people with reduced mobility. However, the natural layout of the sites (steep slopes, stony paths, etc.) may make getting around difficult.

I am on site and require assistance.

Please feel free to approach the reception team on site, who will do their utmost to assist you if you are missing any items in your accommodation or if you are unable to operate any equipment.

RESTAURATION

What type of catering do you offer?

During the summer, our campsite offers a variety of food trucks on certain evenings, with food available to eat in or take away.

ACTIVITIES AND SERVICES

Are the activities paid for?

At Wellness Sport Campsites, activities are offered during school holidays.

Our teams will also provide you with information about activities available nearby (for a fee) with our partners.

What services are available on site?

• Tourist information point
• Free WiFi access around the reception area
• Bread and pastries available to order
• Laundry facilities
• Children’s play area
• Table tennis table and pétanque court (depending on the season)
• Heated swimming pool from 1 June to 15 September
• 50 m² relaxation area under a marquee
• Food trucks on some evenings during the summer (July and August)

Is there a heated swimming pool on the campsite?

Yes, the swimming pool is open from 1 June to 15 September.

Children are the responsibility of their parents.

What should I do if I forget a personal item when I leave?

Please contact the campsite directly.

How can I obtain an invoice for my stay?

You will receive the invoice for your stay directly by email after you have paid for your stay.

Why do I need to complete the satisfaction survey?

Every piece of feedback is valuable to us, which is why we send you a satisfaction questionnaire by email after your departure.

Whether your stay met all your expectations or you encountered any difficulties, please do not hesitate to give us your opinion by completing the questionnaire. We read each questionnaire carefully.

Your answers help us to further improve our offers and services and to better tailor them to your expectations.

How to make a complaint?

Our teams are committed to ensuring that your holiday runs smoothly and that your experience is memorable.

If you are not completely satisfied with your stay, please let us know.

Your complaint must be sent by registered letter with acknowledgement of receipt, accompanied by supporting documents, specifying your booking number, either to the postal address:

UCPA – Customer Relations Complaints Department

21-37 rue de Stalingrad CS 30517 – 94741 ARCUEIL CEDEX, France (as evidenced by the postmark).

Or by email:

Any complaints after departure must be sent within a strict deadline of fifteen days after the date of return. After this deadline, no correspondence will be taken into consideration.

If you are on site and encounter a problem, our teams are at your disposal, so please do not hesitate to consult them directly.

How and why should you create a customer account?

You can create a customer account by clicking on the ‘My Account’ menu. Your customer account will give you access to a personal space containing everything you need to track your bookings. You will be able to view all your past and future bookings.

How do I change or recover my account password?

On the MY ACCOUNT page, you can click on FORGOT PASSWORD to receive a reset email. Remember to check your spam or junk mail folder!

I would like to unsubscribe from newsletters.

You can unsubscribe from our newsletters by clicking on the ‘Unsubscribe’ link at the bottom of each newsletter.

You may still receive information from us while our systems are being updated.

I would like to have my data modified or deleted.

For any requests to delete or modify your personal data, please send an email to the following address: hello-carcans@wellness-sport-camping.com.