FAQ

1. Information with regards Covid-19

 
I would like to use my voucher, what do I need to do?

Have you received a voucher for a holiday you were not able to go on in 2020? Please note that this voucher is issued in your name, it cannot be transferred to someone else, and is valid for a stay on the same campsite. This voucher is valid for a period of 18 months from the issuance date, and can be used over 1 or more times.

To use it, you have 2 possibilities:

  • Send us an email to contact@olela.fr, with the following details:
    • The chosen campsite
    • Holiday dates
    • Chosen accommodation
    • Number of adults / children
    • Surname/first name/date of birth for all participating guests
    • Additional services (rental of bed linen, TV, etc.)
       
  • Call us on +33 (0)2 51 20 41 94, and have the above-mentioned information on hand.
 
When can I get a refund for my voucher?

You will automatically be refunded at the end of the 18 month period, from the issuance date of your voucher. You don’t need to do anything! No requests will be sent to you beforehand.

 
What are the cancellation terms and conditions related to Covid?

Oléla and its partner Campez Couvert have set up a brand-new cancellation insurance policy. Find out exactly what is covered by this new policy: issues related to Covid-19 + everyday risks... this is an all-round policy!

Find out more about the cancellation insurance

 
What sanitary measures are in place on the campsites?

Find out about the sanitary measures in place on our campsites, for each destination.

2. Booking and payment of your stay

 
How do I book my stay?

You have 2 options:

  • Contact directly one of our holiday advisors on +33 (0)2 51 20 41 94
  • o Book directly via our website.
 
How do I pay for my stay?
  • More than 30 days from arrival date : Deposit by bank card only, balance by bank card, ANCV holiday vouchers, cheque, bank transfer, or cash.
  • Less than 30 days from arrival date : Payment in full by bank card.
 
Can I pay in instalments?

You can pay all at once or in 2 or 3 instalments.

Full details on this page.

 
When must I pay the balance?

At the latest, 30 days before your date of arrival.

 
What should I do if there’s a problem with my card payment?

There are several possible causes of problems encountered when paying by bank card:

  • The card has never been used: no internet or telephone purchases can be made with a “carte bleue” bank card until it has been used to withdraw money from a cash dispenser
  • The card has reached its expiry date
  • Your purchase limit has been reached
  • We accept Mastercard and Visa cards only

In case of difficultly, please contact your bank to seek a solution.

 
I need an invoice or certificate for my stay

These documents can be provided on request at the campsite during your stay.

 
Are your establishments VACAF-approved?

No, our sites have not been certified by VACAF, except Le Village Parisien campsite.

 
I’d like a pitch near the pool or in a quiet corner. Can I choose?

When you book, you have the possibility of stating your pitch preferences. However, Oléla is unable to guarantee that such requests will be satisfied. Your pitch number can only be given on your day of arrival.

 
I haven’t been able to use my voucher on the Oléla website? What do I need to do?

To make your new booking, please contact one of our holiday advisors on +33 (0)2 51 20 41 94.

 
I would like to make a complaint. What do I need to do?

Any complaints about your stay should be addressed by post or email within 15 days following the end of your stay, to the following address: Service Client Oléla, 50 rue Jacques Yves Coustaud, Bât F, 2eme étage, 85000 LA ROCHE SUR YON or relation.client@olela.fr.

 
We would like to book a holiday and the arrival date is in less than 30 days. Can we pay using French holiday cheques?

Less than 30 days before the arrival date, you will have to pay for your stay in full using a credit card. When you arrive on the campsite, you can hand in your holiday cheques at reception and we will credit this amount to the same card used to pay for the stay.

3. Arrival at your holiday destination

 
What documents do I need to check in?

You will need the exchange voucher that was sent to you after payment of the balance.

If you haven’t received one, please check your spam email. Otherwise, you can request your exchange voucher from our booking service on +33 (0)2 51 20 41 94, or from our partner through whom your stay was booked.

 
From what time can I get access to my pitch/rental unit?
  • For pitches, from 3pm.
  • For rentals, from 4pm.
 
By what time must I vacate my pitch/rental unit?
  • For pitches, by 12 noon
  • For rentals, by 10 am.
 
Can I have a map of the campsite before my holiday?

Campsite maps cannot be provided until you arrive. However, for any special request, you can contact our booking service on +33 (0)2 51 20 41 94. The campsite manager will do everything in his power to satisfy your request.

 
Can I bring my pet with me?

One pet is allowed per pitch, for a fee of €5.00 per night or €35.00 per week.

A vaccination record must be shown on arrival.

Class 1 and class 2 dogs are not allowed on the campsite.

Pets are not allowed in our “Standing” range accommodation or in the gites.

Pets are not allowed in Le Moulin du Roch campsite.

 
We will be coming with 2 vehicles. Can I park them on my pitch?

No, parking for just one vehicle is authorised per pitch (except for the "Tribu” Mobile Homes for 12 people where 2 vehicles are authorised). There is a free car park available at the entrance of each establishment, you can park your second vehicle there.

4. Your rental unit / pitch

 
Do the rental units include blankets/duvets and pillows?

At all Oléla’s establishments and in all rental units, duvets and pillows are provided (the number depends on the capacity of the rental unit).

 
Is it too late for me to rent a television or a barbecue?

At all Oléla’s establishments and in all rental units, duvets and pillows are provided (the number depends on the capacity of the rental unit).

 
We have booked a mobile home for 6 people, but there is a baby with us as well as 6 adults!

In the interests of safety and in compliance with regulations, the maximum number of people indicated includes babies and must not be exceeded. If the number of people exceeds the unit’s indicated maximum capacity, the manager may refuse admission to the site.

 
Are visitors authorised on the site?

To be able to respect the sanitary measures in place, all visits are forbidden.

 
Is it possible to pitch a tent next to a mobile home or other rental accommodation?

For safety and insurance reasons, it is not possible to pitch a tent on a rental pitch. However, if the campsite offers the service, you can book a camping pitch and pitch your tent there.

5. Admission to the swimming pool

 
Can I wear swimming shorts in the pool area?

In the interests of comfort, hygiene and safety, men, children and infants must wear proper swimming briefs. Women may wear one-piece swimsuits, bikinis or trikinis. Boardshorts, bermuda shorts, boxer shorts, burkinis or any other long items of clothing are strictly prohibited in our water parks. Any person wearing swimwear that does not comply with these rules will be forbidden to enter the water park.

 
Compulsory wristband

On some of our campsites, it is compulsory to wear the campsite wristband, for security reasons and to avoid unwanted intrusions.

 
I am not an Oléla customer, can I use the water park if I pay a fee?

No, our facilities are exclusively reserved for customers staying on the campsite.

 
Can I leave my children to be watched by the lifeguards?

No, your children are your responsibility, even when lifeguards are on duty.

 

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