Frequently asked Questions

MY STAY

When will I receive confirmation of my booking?

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

If you have not received a confirmation e-mail, please check the junk mail in your mailbox or the correct spelling of your e-mail or postal address.

Otherwise, you can ask us to send it back to you, by email hello-ax-les-thermes@wellness-sport-camping.com

or by phone at +33 (0)5 62 99 68 85 . You will also find all the information about your stay in your customer area.

I would like to add services

This is possible, for this you can contact the campsite directly by email hello-ax-les-thermes@wellness-sport-camping.com or by phone +33 (0)5 62 99 68 85.

Can I book my activities in advance?

No, it is not possible to book activities in advance.

What are the arrival and departure times?

For pitches, you can arrive from 2pm and leave at noon during the school holidays (and until 2pm outside the holidays).

For rental accommodation, you can enter your accommodation from 4pm and you must return the keys before 11am.

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

I am likely to arrive after the reception has closed, what should I do?

Contact the campsite reception, preferably by telephone, to find out (depending on your arrival time) how to organise yourself. Please note that the gates of our sites are closed from 11 p.m. to 6 a.m., after these hours no vehicle will be allowed to enter the site. A car park upstream of the gate is available for parking your vehicle.

Do I have to pay a deposit?

A deposit of 400€/rental will be requested on arrival and returned on departure.

This deposit can be paid in two different ways

• By credit card imprint: the imprint will be taken on your arrival at the campsite.
• By bank cheque: you can give this cheque when you receive the keys to the mobile home, and 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 if the mobile home has been cleaned.

CANCEL OR MODIFY

How do I change my booking?

For pitches and rentals:

We invite you to send an e-mail to the address : hello-ax-les-thermes@wellness-sport-camping.com or contact the campsite reception on +33 (0)5 62 99 68 85.

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

How can I cancel my reservation?

You just have to send an e-mail to: hello-ax-les-thermes@wellness-sport-camping.com. No cancellation request will be taken into account by telephone.

The cancellation conditions are available in our General Terms and Conditions (Link to the GTC)

In all cases, the campsite will retain a part of the sums already paid, calculated according to the date of cancellation, as follows:

• More than 45 days before the start of the holiday 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 holiday 50% of the total price
• Between 14 and 8 days before the start of the holiday 75% of the total price
• Less than 7 days and no show 100% of the total price

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

If you have taken out insurance, please refer to the “insurance” section.

I cancel or shorten my stay. What do I have to do to be reimbursed by the Cancellation Insurance?

In the event of cancellation or interruption of your stay due to one of the situations covered by the insurance (see general conditions of the insurance). Put link

1. Notify the campsite of your withdrawal or early departure
2. You must declare your situation within 5 working days (after this period, you lose all rights to compensation)
   • By phone : 05 34 45 31 50
   • By email : gestion@ucpa-assitance.fr
   • IMPORTANT Contract number to remember: N°5791
3. You must send them the cancellation invoice provided by the campsite, as well as proof of your reason for cancellation.

Please note! This insurance is offered through a third party. After notifying the campsite of your withdrawal or early departure, you are responsible for declaring your situation to the insurer.

MEANS OF PAYMENT

Which payment methods do you accept?

• Credit card
• Holiday cheque for a reservation made at least 15 days before the stay
• Bank cheque for a reservation made at least 15 days before the stay
• Cash (on site only, for campsites without prior reservation)
• Bank transfer

Paying by holiday vouchers (ANCV)

To pay by holiday vouchers, you have two options:

Please note that no reservation will be registered without a deposit. Consequently, the reservation can only be taken upon receipt of your holiday vouchers.

We do not accept payment by holiday vouchers less than 15 days before the date of your stay.

For more security, we advise you to pay a deposit by credit card in order to guarantee the availability of the desired accommodation or pitches.

I would like to pay the deposit and/or the totality of my stay by holiday voucher

• Make an option valid for 5 days for your stay with our campsite reservation service +33 (0)5 61 64 69 14
• Within this 5-day period, send your holiday vouchers by post to the campsite, quoting the references of your stay

Wellness Sport Camping Ax Les Thermes
RN 20 – Camping le Malazéou
09110 AX LES THERMES

We recommend that you send your holiday vouchers by registered post with acknowledgement of receipt.

To pay by bank cheque

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

In case of payment of 100% of the stay by cheque, your reservation will only be guaranteed after reception of your cheque accompanied by the reservation contract, subject to availability.

These elements must be sent by registered mail with acknowledgement of receipt, see address above.

Paying by cash

We do not accept any reservation with a cash payment, they are only accepted on the spot.

Do you accept VACAF cheques?

No, VACAF cheques are not accepted on our campsite.

INFOS PRATIQUES

What are the different types of accommodation?

We offer different types of accommodation:

• Comfort mobile home 30m2 with wooden terrace 4/5 persons 2 bedrooms
• Comfort mobile home 31m2 with wooden terrace 6 persons 3 bedrooms
• Wooden chalet 29m2 with terrace 4 persons 2 bedrooms
• Wooden chalet 35m2 with covered terrace 4/6 persons 2 bedrooms
• Premium mobile home 42m2 with wooden terrace 6 persons 3 bedrooms

What is the maximum capacity of the rental accommodation?

The maximum capacity of all our rental accommodation is between 1 and 6 people (including babies). You must consult our accommodation pages (link to accommodation page) to find out the capacity of each accommodation. For security reasons, it is not possible to exceed this capacity. If you exceed this maximum capacity, you will have to book a second accommodation.

Do you offer accommodation for people with reduced mobility?

Yes, we offer a 4 person mobile home with wooden terrace

Are the rentals equipped with heating and air conditioning?

We do have heating in all our accommodation in our PREMIUM / 32m² mobile homes electric fireplaces.

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?

When you book your accommodation, the following are included: all utilities (water, gas, electricity), a vehicle, access to the reception services, swimming pool from 01/06 to 30/09, playgrounds, other facilities and activities offered (free or paid). You can also select additional options offered at the time of booking.

Are sheets and towels provided?

They are available for hire. Remember to tick this option when making your reservation.

What facilities does my accommodation have?

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

To find out more about our different types of accommodation (link to accommodation page)

Is it possible to rent baby equipment?

Yes it is possible! We offer a baby kit which includes: a baby bed and a high chair. You can book this kit by phone or on our website. There is a charge for this option in July and August, but it is free the rest of the year, subject to availability.

Do I have to clean up when I leave my accommodation?

You can subscribe to our cleaning option when booking, 80€, this does not include the kitchen area. L

The dishes must be washed and put away, the rubbish emptied, the fridge clean and empty. You can also do the cleaning yourself, in which case the accommodation must be returned in a perfectly clean condition.

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

HOME

When is late departure possible?

Outside all school holiday periods (winter, spring, autumn and summer holidays), departure is possible until 4pm (in rental accommodation) or 2pm (in pitches), without any extra charge. To take advantage of this, please specify this on your arrival. If you are staying during a bridge period, this late departure is only possible if you leave on the last day of the bridge.

I want to extend or shorten my stay

Extensions are always possible (subject to availability). If you have made a reservation (for a rental or a pitch), no refund will be possible in the event of early departure on your part. See the GTC. Put the link to the GTC

We invite you to go to the reception to see in detail the possibilities to extend or shorten your stay.

Are the campsites accessible to people with reduced mobility?

All our sites have sanitary facilities adapted for people with reduced mobility. However, the natural configuration of the sites (steep slopes, stony paths, etc.) may make it difficult to move around.

I am on site and I need help

Don’t hesitate to meet the reception team on site, they will do their best to help you if you are missing some items in your accommodation or if you can’t operate an item of equipment.

RESTAURATION

What kind of catering do you offer?

Our campsite offers a simple and friendly catering service, enjoy dishes prepared on site.

Do I have to book a table at the restaurant?

Reservations are not compulsory but are recommended if you are booking for a large number of people.

Do I have to book for breakfast?

You can have breakfast on the spot without a last-minute reservation! However, reservations are strongly recommended in order to guarantee the availability of all products.

ACTIVITIES AND SERVICES

Are activities not free of charge?

On the Wellness Sport Campsites, activities are offered during school holidays and weekends free of charge.

Our staff will also inform you about activities to do in the surroundings (with a charge) at our partners.

What services are available on site?

• Tourist information point
• TV area in the restaurant
• Board games and library corner
• Wifi access (paying) in the whole campsite
• Bread and pastries to order in the restaurant
• Grocery shop
• Laundry
• Children’s play area
• Ping-pong table, petanque court depending on the season
• Swimming pool from 01/06 to 30/09

Is there a swimming pool on the campsite?

Yes, the swimming pool is in operation from 01/06 to 30/09.

Children are under the responsibility of their parents.

What do I do if I have forgotten a personal item on my departure?

Contact the campsite directly.

How can I get an invoice for my stay?

You will receive the invoice for your stay directly by e-mail, after you have paid for your stay.

Why do I have to complete the satisfaction survey?

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

Whether your stay met all your expectations or whether you encountered difficulties, do not hesitate to submit your opinion by filling in the questionnaire. We read each questionnaire carefully.

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

How to make a complaint?

Our teams are committed to ensuring that your holiday is a memorable one.

If you are not entirely satisfied with your stay, we invite you to let us know.

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

UCPA – Customer Relations Department Complaints

21-37 rue de Stalingrad CS 30517 – 94741 ARCUEIL CEDEX – France.

Or by email : reclamation@ucpa.asso.fr

Any complaint after departure must be sent within the mandatory period of fifteen days after the return date. After this period, no letter can be taken into consideration.

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

How and why should I create a customer account?

You can create a customer account by clicking on the “My Account” menu. Via your customer account, you will have access to a personal space which contains all the elements necessary for the correct follow-up of your reservations. You will be able to find all your past and future bookings.

How can I change or recover my account password?

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

I want to unsubscribe from newsletters

You can unsubscribe from our newsletters by selecting 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 amended or deleted

If you wish to request the deletion or modification of your personal data, please send an e-mail to the following address hello-ax-les-thermes@wellness-sport-camping.com.

I discover the groups catalogue

I wish to organise a group stay, an event or a seminar…

Association, club, family and friends…, you are looking for an authentic place in the middle of nature to organise a group stay and to get together?

Contact our Groups department:

• By phone, on 03 28 82 93 00
• By email : groupes@ucpa.asso.fr

 Or via our I request a quote online

I would like to include Wellness Sport Camping in our Works Council offer

Wellness Sport Camping UCPA has specific offers for Works Councils.

See our page CSE offer

Your regional UCPA contacts

I am looking for accommodation solutions for my company

Are you looking for accommodation solutions for your teams, as part of a project, a work camp or a mission, for one night or several weeks?

We invite you to write an email to the following address hello-ax-les-thermes@wellness-sport-camping.com giving your dates of stay and your wishes.

You can also contact us on +33 (0)5 61 64 69 14