Frequently asked questions by topic

Arrival & stay

At the park

Cleaning & bed linen

Changes & cancellation

Payments

Complaints

Booking

My Roompot

Miscellaneous

Business

Top 5 frequently asked questions

When and how do I get the key, keycard or PIN for my holiday home?

If your holiday home has access control via a keypad, we will send you the PIN by email at least one day before your scheduled arrival. If access is by keycard you will receive this in the post at least 7 days in advance of your arrival. If you booked within 7 days of your scheduled arrival date, you can pick up the keycard at the Service point.

Key

If you have not received either a PIN or a keycard, your holiday home has traditional lock and key access. You can pick up your key at the Service point when you check in.

Opening hours Service point

Further information about check in and the Service point opening times can be found via Arrival information. To view opening hours, just enter the park name below. Once you click Continue, you will be taken to the opening hours page.

Continue

If you will be arriving after the Service point opening hours, please get in touch beforehand to discuss the key collection procedure.

What do I need to do before my departure?

Below we have listed the basic cleanliness requirements for your holiday home when you leave. This is not the same as a final clean. With a final clean the entire accommodation is cleaned.
When leaving your holiday home please always do the following:

Please place the furniture in the same place as on arrival.
Place the bed linen and towels at the entrance door, inside a pillowcase.
Please empty the dishwasher and store the clean dishes in the cupboard.
Empty the bins and hand in your separated waste at our recycling centre.
Vacuum the floors.
Close the windows, turn off the lights and set the thermostat to 15 degrees.
Empty and sweep the open fire (if there is one).

What are the costs of cancelling a booking?

You can cancel free of charge up to 24 hours after booking. After that, it will be subject to a charge. The cancellation fee you pay will depend on when you cancel. Normally, you'll pay the booking fee and paid preferences you may have selected while booking. You will also pay part of the rental price. This is the price of your holiday, without any additional charges and additional extras. The sooner you cancel, the smaller the portion that will be charged.

You pay:

15% of the rental price if you cancel 3 months (93 days) or longer before your planned arrival date
50% of the rental price if you cancel between 3 and 2 months (between 92 and 63 days) before your planned arrival date
75% of the rental price if you cancel within 2 months and 1 month (between 62 and 32 days) before your planned arrival date
90% of the rental price if you cancel within 1 month (31 days) and the day before your planned arrival date
100% of the rental price if you cancel on the planned day of arrival, or thereafter

What does the final clean entail?

The final clean is a comprehensive clean of the entire holiday home. This is over and above what you should do to leave the accommodation in a pristine condition upon your departure. We will do the final clean if it is included, or if you have booked it as an extra. If you are doing the final clean yourself we kindly ask you to clean the following:

Kitchen: crockery, hob, tiles, cupboard doors, fridge and other appliances
Furniture and utensils: wipe and dry
Toilets: toilet pan, tiles, door, wash basin and tap
Bathroom: toilet, shower head and thermostat, taps, bath, shower cubicle, wash basin, mirror and tiles
Floors: vacuum and mop all rooms in the accommodation
Windows and doors: wipe and dry
Sauna: empty the water bucket and clean the seats, floor and door
Patio: wipe, dry and stack the patio furniture

How much does the final cleaning cost?

The final cleaning costs vary by park and by type of holiday accommodation. Cleaning a large accommodation is more work, and therefore often a bit more expensive. In many cases, the final cleaning is included. Then the cost of the final cleaning has already been added to the price.

Adding a final cleaning to your booking

If the final cleaning is not included in your booking, you can add it right away. You will find the option and cost under Extras. The final cleaning can also be booked after you have made your booking, on My Roompot. There, you will also see the option and cost under Extras. If you do not book a final cleaning, you opt to do the final cleaning yourself.

Pets

The final cleaning is mandatory if you bring a pet. We will book this for you automatically. You will also see it on your confirmation.

How can we help you?