Frequently asked questions

You can book an Oléla stay directly on our website www.olela.co.uk or by calling +33 (0)2 51 20 41 94.

Online booking is available 24/7 with secure payment.
If you prefer personal assistance, our holiday advisors are available to answer your questions, help you choose the right destination or accommodation, and make your booking over the phone.

Payment for your Oléla stay depends on when you book relative to your arrival date.

• If you book more than 30 days before your arrival, a deposit payment by credit card is required to confirm your booking. The remaining balance can then be paid by credit card or bank transfer.
• If you book less than 30 days before your arrival, the total cost of the stay must be paid by credit card at the time of booking.

If you have any questions regarding payment methods, our holiday advisors are available to assist you.

Payment terms for your Oléla stay vary depending on the type of booking.

• For camping pitch bookings, a deposit of 100 € is required, plus booking fees and if you choose cancellation insurance. The balance of your stay must be paid no later than 30 days before your arrival.
• For accommodation bookings (mobile home, chalet, etc.), the deposit is 30% of the total cost of the stay, plus booking fees and if you choose cancellation insurance. The balance must also be paid no later than 30 days before your arrival.
• If you book your stay less than 30 days before the arrival date, full payment is required at the time of booking.

Yes, you can pay for your Oléla stay in two interest-free installments: a simple way to spread out the cost of your stay.

The balance for your Oléla stay must be paid no later than 30 days before your arrival date.

If you book less than 30 days before your arrival, the full amount of the stay is required at the time of booking.

To ensure your booking is maintained, please adhere to these payment deadlines.

Once your booking has been registered, our holiday advisors verify the information provided to confirm your stay.

After this verification, your booking confirmation is sent to you by email within 24 hours.

If you do not receive this email within that timeframe, please check your "Junk" or "Spam" folder or contact our holiday advisors.

If your card payment is declined or cannot be completed, there may be several reasons for this:

• Your card has not been activated: an initial ATM withdrawal may be required before you can make payments online or by phone.
• Your card has expired.
• You have reached your card's payment limit.
• Only Visa and Mastercard cards are accepted on our site. Virtualis cards can only be used for payments made by phone with our holiday advisors.

If the problem persists after checking these points, please contact your bank to find out why the payment was declined. You can also contact our holiday advisors, who will assist you in finalizing your booking.

Booking fees vary depending on the booking method and the type of stay:

• 25 € for bookings made by phone with our holiday advisors.
• 10 € for bookings made online via the Oléla website.
• Booking fees are waived for any booking of a camping pitch outside of July and August.

Booking fees are payable at the time of booking and are in addition to the cost of your stay.

Oléla travel insurance is an optional form of protection that covers you against unforeseen events that could affect your stay, particularly those related to health, financial, or material issues.

The cost is 5% of the accommodation price (rental unit or campsite pitch including additional guests). It must be purchased and paid for in full at the time of booking.

To view the full details of the coverage, eligibility conditions, and terms of the travel insurance, please visit our dedicated page.

You can purchase Oléla travel insurance only at the time of booking.

Once your stay is confirmed, travel insurance can no longer be added or removed. It is therefore important to select this option when booking if you wish to benefit from this protection in the event of unforeseen circumstances.

To modify, transfer, or cancel your Oléla booking, contact our holiday advisors as soon as possible for assistance tailored to your situation.

• Modifying or transferring a booking

For any modification requests or changes to the lead guest, please contact our holiday advisors directly at +33 (0)2 51 20 41 94.

• Cancelling a booking with travel insurance

If you purchased Oléla travel insurance, notify our team by email as soon as possible, then file your claim with our insurance partner, Campez Couvert, via their dedicated website.

• Cancelling a booking without travel insurance

If you have not ...have not purchased travel insurance, email our team as soon as possible or contact our holiday advisors to find out the terms applicable to your booking.

To use your Oléla credit, contact our holiday advisors so they can assist you with making your new booking.

They will verify the details of your credit and help you apply it to your next stay.

When booking with Oléla, you can let us know your preferences regarding your pitch for example, being close to the pool, or having a quiet, sunny, or secluded spot away from the main facilities.

Our teams will do their utmost to accommodate your request, subject to availability upon your arrival. This request is free of charge but does not guarantee the allocation of a specific pitch.

If you wish to select a specific pitch number, this option may be available for an additional fee and is subject to the terms and conditions applicable to your stay.

To obtain an Oléla proof of stay, you can request it from our holiday advisors after your stay has ended.

You can submit your request:

• by email;
• by phone by contacting our holiday advisors.

To submit a complaint regarding your Oléla stay, you must send us your request within 15 days of the end of your stay.

You can submit your complaint:

• by mail to the following address:

Service Clients Oléla
4 rue Auguste Herbert
85560 Longeville-sur-Mer
France

• by email to our team.

To help us process your request more efficiently, we recommend including details about your stay and the reason for your complaint.

When arriving at an Oléla property, you no longer need to print out your stay documents (booking confirmation, voucher, etc.).

However, we recommend keeping them in your email inbox so you can easily access them if needed.

If you haven’t received your booking documents, please check your spam/junk folder first. If you still cannot find them, contact our holiday advisors or the partner through whom you made your booking.

Check-in time at an Oléla property depends on the type of stay booked:

• For rental accommodation (mobile home, chalet, etc.), keys are available for collection from 4:00 PM.
• For a camping pitch, your pitch is available from 3:00 PM.

If you arrive earlier, you can complete check-in formalities at reception (subject to the opening hours shown in the Oléla app). You can then enjoy the campsite’s facilities and services while waiting for your accommodation or pitch to become available.

If you arrive after reception has closed, you can still check in using our late arrival procedure.

An envelope with your name on it will be waiting for you in a display rack at the reception entrance. It will contain:

• a campsite map showing your pitch number or the information needed to reach your accommodation;
• the barrier code or access badge for your vehicle.

Please note: the entrance barriers are closed from 11:00 PM to 7:00 AM. If you arrive during this time, please park your vehicle in the free car park at the entrance to the site.

The day after your arrival, please remember to visit reception to complete the administrative formalities for your stay.

You will receive the map of your Oléla campsite only on the day of your arrival.

However, when booking, you can let us know your preferences regarding your pitch, for example:

• being close to the pool;
• having a quiet or sunny pitch;
• being located away from certain facilities.

Our teams will do their best to accommodate your request, subject to availability. These preferences are taken into account at no extra cost but do not guarantee the allocation of a specific pitch.

If you wish to choose a specific pitch number, this option may be available for an additional fee and subject to applicable conditions.

Yes, it is possible to rent certain items for your Oléla stay, depending on the location.

Items available for rent may include:

• bed linen for single and double beds;
• bath kit including towels and a bath mat;
• kitchen kit with tea towels and hand towels;
• baby kit with travel cot, high chair, and baby bath;
• stroller;
• gas barbecue...

As these items are available in limited quantities, we recommend booking them as soon as you book your accommodation to ensure their availability.
The amenities offered may vary depending on the establishment.

Yes, some Oléla properties offer bicycle rentals for adults and children, subject to on-site availability.

You can also rent various accessories for your rides, such as:

• trailers;
• baby seats;
• baskets...

Rentals are available for a minimum of 4 hours, or by the half-day, full day, week, or longer periods depending on your needs.

Bicycles can only be rented on-site, directly at reception. It is not possible to book a bike in advance.

Yes, pets are welcome at Oléla campsites, subject to certain conditions.

• Only one pet is allowed per pitch.
• A surcharge of €6 per night or €40 per week applies.
• Your pet's up-to-date vaccination record must be presented upon arrival.

Please note:

• Category 1 (attack dogs) and Category 2 (guard and defense dogs) are not permitted in our establishments.
• Pets are not allowed in Prestige and Évolution range accommodations, nor in the house and apartments at the Le Petit Rocher campsite in Vendée.

We recommend checking the ...pet policies at your establishment before booking your stay.

At Oléla establishments, several payment methods are available during your stay, including the Cashless wristband, a fully digital contactless payment system designed to make your holiday easier.

Accepted payment methods

• At reception: you can pay by cash or bank card. These payment methods can also be used to top up your Cashless wristband.
• At the bar, snack bar and grocery shop: payments can only be made by bank card or with your Cashless wristband.

Managing your Cashless wristband

You can check your spending and top up your Cashless wristband via the dedicated platform for your establishment:

• Camping Park er Lann*** - Quiberon Peninsula : Cashless Area
• Camping Le Petit Rocher**** - Vendée : Cashless Area
• Camping Les Peupliers**** - Île de Ré : Cashless Area
• Camping Signol***** - Île d’Oléron : Cashless Area

The Cashless wristband allows you to enjoy the services available on site without needing to carry cash or a bank card during your holiday.

The maximum capacity indicated for your Oléla accommodation must be strictly respected for safety and compliance reasons.

A baby is counted as one person when calculating the occupancy capacity of the mobile home or accommodation. Therefore, accommodation designed for 6 people cannot accommodate 6 adults and 1 baby, i.e. 7 people in total.

If the number of guests exceeds the maximum authorised capacity of the accommodation, management reserves the right to refuse access to the establishment.

We recommend checking the capacity of your accommodation when booking to ensure you choose accommodation suitable for the number of guests staying.

Each Oléla pitch includes parking for one vehicle only.

However, two vehicles are permitted for the following specific accommodation types:

• Tribu 12-person mobile homes at Camping Signol on the Island of Oléron;
• Tribu 8-person mobile homes at Camping La Mignardière in the Loire Valley.

If you arrive with a second vehicle, you may park it in the free car park located at the entrance to the campsite.

We recommend letting us know when you make your booking so that we can help you organise your arrival as smoothly as possible.

Minors who are not accompanied by their parents or legal guardians are not permitted to stay at Oléla establishments.

For safety and liability reasons, all minors must be accompanied by a parent or legal guardian throughout their stay.

Yes, Oléla establishments are accessible to guests with reduced mobility (PRM).

We offer PRM-adapted mobile homes accommodating up to 6 guests. These accommodations are designed to make getting around easier and provide greater comfort, with features including:

• spacious interiors allowing easy wheelchair access and movement;
• sliding doors for easier access throughout the accommodation;
• a lowered kitchen worktop;
• a bathroom equipped with a walk-in shower and shower chair;
• an external access ramp providing easy access to the accommodation.

To check availability and find out more about the accessible facilities at your chosen campsite, please contact our Holiday Advisors when making your booking.

Yes, all Oléla accommodations are equipped with duvets and pillows.

The number of duvets and pillows provided depends on the number of beds available in the accommodation. We invite you to check the standard inventory to find out more about the equipment provided.

It is not possible to set up a tent next to an Oléla rental accommodation for safety and insurance reasons.

If you wish to stay with a tent in addition to your accommodation, you can however book a camping pitch without accommodation, subject to availability at the relevant campsite.

You can of course welcome visitors to your pitch.

We invite you to come and declare them at reception upon their arrival.

They will then be given a wristband for access to the aquatic area and other facilities of the establishment.

As a reminder: the maximum capacity of the accommodation or pitch must not be exceeded in the presence of visitors.

You'll find a charging station for electric vehicles at our campsites Le Petit Rocher**** (Vendée), Les Peupliers**** (Ile de Ré) and Signol***** (Ile d'Oléron).

For each use, we invite you to pick up an activation card for the station at reception.

• For all departures after 7am and before reception opens, please come by reception the day before your departure to inform our team.
• For all departures before 7am, gate opening time, we invite you to park your vehicle, the day before your departure, in the free parking lot at the entrance.
  Thank you also for dropping by reception to inform our team.

In both cases, for all rental stays, keys are to be deposited in the letterbox in front of reception on your departure.

• For a stay in a rental, it must be vacated before 10 a.m.
• For a stay in a pitch, it must be vacated before 12 p.m.
  

Wearing a wristband is compulsory to ensure your safety and prevent intrusion by outsiders.

It will be given to you on arrival.

Your children must remain under your responsibility and supervision.

Parental presence is required for access to the aquatic area.

For reasons of hygiene and safety:

• Only clothing suitable exclusively for swimming, fitted and short, is accepted: swimsuits with one or two pieces, briefs or swimming shorts.
• Bikinis and trikinis are permitted.

Boardshorts, Bermuda shorts, boxer shorts, burkinis and any other long garments are forbidden in our aquatic areas.

Any person not wearing a swimmer's outfit complying with these regulations will be denied access. The rules and regulations of our aquatic areas are posted at the entrance.