Frequently asked Questions
You have not found the answer to your question?
You can contact our team by email
Do not hesitate to consult our terms and conditions
I want to book
HOW TO BOOK ?
How can I check availability or get a quote?
Go to our site, fill in the search bar by writing the date of your stay and the type of accommodation at the top of the screen… and make your choice.
You can also send us an email on firstname.lastname@example.org or contact the campsite directly on +33 (0)5 62 99 68 85
When and how do I pay the balance of my stay?
The balance of your stay must be paid 30 days before your arrival at the campsite.
We strongly advise you to use the internet payment method.
You can also pay by bank transfer, by cheque or ANCV holiday vouchers by registered mail, directly to the campsite Le Malazéou.
See our General Conditions of Sale.
How to get a brochure?
You can receive our brochure by post or by e-mail, more information (link to the brochure to download)
What is the minimum length of stay?
All year round it is possible to stay from one night on a pitch with or without reservation.
For rental accommodation, the minimum stay is always 2 nights. You can make a simulation of the price by clicking on the BOOK button.
Can I choose a pitch or specify a preference?
Yes, depending on availability this is possible. The price of this option is 10€, 15€ or 20€ depending on the period of stay chosen.
If you do not specify a preference at the time of booking, the pitch numbers are allocated randomly.
When you make your reservation, in the “STAY REMARKS” box and within the limits of availability, specify a pitch number or the wish to have accommodation side by side. You must indicate the number of the pitch/accommodation and if necessary the name of the family you wish to be placed next to. Our staff will confirm that your request has been taken into account when validating your booking. If your request cannot be met, we will contact you again and you will be able to either withdraw this option or give other placement indications.
How can I book several pitches or rentals at the same time, or side by side?
Our website allows you to book one pitch or accommodation at a time. To be sure to book several accommodations side by side, contact the campsite by phone at +33 (0)5 61 64 69 14 or by e-mail at email@example.com
How can I get a map of the campsite?
You can find our map on our website Link to PDF Map of the campsite
Are pets allowed?
Pets are welcome on some of the accommodation! For everyone’s comfort, only one pet is allowed per rental or pitch, with a daily supplement. Dangerous or aggressive animals and category 1 and 2 dogs are not allowed on our sites. Your pet must be vaccinated, kept on a leash and its faeces collected.
How many vehicles per pitch or rental unit?
Only one vehicle is allowed to park inside the campsite. You can park directly on the pitch or in nearby car parks. We try to limit traffic on our site to keep it quiet. All extra vehicles must park outside.
Do you offer charging stations for electric cars?
At present we do not offer charging stations.
Using the sockets on your pitch or in your accommodation for this purpose could lead to the whole campsite being cut off. To find out where the nearest charging points are, please visit the following website: https://fr.chargemap.com/map
Do you accept unaccompanied minors?
No, unaccompanied minors are not accepted even with a certificate from their parents.
Is it possible to add a tent or a marquee next to my accommodation?
No, it is not possible to add a marquee or tent next to your accommodation. Extra tents are possible on the camping pitches, within the limit of 1 small tent.
OFFERS AND PRICES
How do I check availability and calculate the price of my stay?
To find out the exact price for the dates requested, simply simulate a booking on our site by clicking on the BOOK button. Once you have selected your type of accommodation and your dates of stay, we will display the available accommodation and their prices. The price displayed at this stage is the price of the accommodation (or pitch) alone, excluding options, administration costs, optional cancellation insurance and any discounts.
What is included in my price?
When you book a pitch or accommodation, you have access to all the campsite’s facilities and services, whether free or not. Included in your price are: access to the swimming pool, petanque area, playground, activities, playground… but you have to pay extra for: additional services and rentals, drinks in the bar and restaurant, wifi.
The prices in our campsite include :
- Accommodation, in the category reserved
- Water, gas and electricity
- The pitch for one car
- Camping services according to the chosen period
- Children’s entertainment according to the chosen period
- Evening entertainment according to the chosen period
- Wellness activities (yoga, meditation…) according to the chosen period
- Access to the heated swimming pool from 01/06 to 30/09, common areas of the campsite (bowling alley, children’s games, bar/restaurant area ….)
- Access to the sanitary facilities.
Our prices do not include :
- Cancellation insurance, booking fees, tourist taxes
- Supplements (see our rates)
How do the offers and promotions apply?
Promo codes and/or partner codes must be entered when you make your reservation after selecting your accommodation/pitch and the dates of your stay. Offers and promotions are never retroactive.
What does your cancellation insurance cover?
Our cancellation & interruption insurance does not allow you to be reimbursed in the event of a simple change of mind.
On the other hand, it covers many events that are not your fault, for the insured or other participants in the trip: some examples: death, accident or serious illness including COVID, hospitalisation of the insured, a parent or close family member. Pregnancy complications of the insured, refusal of a tourist visa, separation (PACS or marriage), getting a job, cancellation or modification of paid holidays, termination of contract, serious damage to the vehicle, cancellation of one of the persons accompanying the insured (maximum 9 persons)…
When can I take out cancellation insurance?
Our cancellation insurance allows you to protect yourself from external circumstances that would prevent you from enjoying your stay. You can take out this insurance when you make your booking.
Find out more about the General Conditions of Insurance.
Before 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 firstname.lastname@example.org
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 email@example.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 : firstname.lastname@example.org 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: email@example.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
- Notify the campsite of your withdrawal or early departure
- 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 : firstname.lastname@example.org
- IMPORTANT Contract number to remember: N°5791
- 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.
My stay in accommodation
Combien de personnes peuvent camper sur un même emplacement ?
La capacité maximale autorisée sur un emplacement destiné aux tentes, camping-cars et caravanes est de 6 personnes (enfants et bébés compris).
Si vous dépassez cette capacité maximale, il faudra réserver un second emplacement.
Le forfait Emplacement de base inclut 2 personnes. Les personnes supplémentaires (adultes ou enfants) doivent donc régler un supplément gratuit ou payant selon les périodes.
Quel type de prises électriques sont disponibles ?
Nos campings sont équipés de prises UE. Pensez à prendre vos adaptateurs ! Le camping pourra vous prêter d’adaptateur contre une caution. Une grande rallonge électrique est également bien pratique.
Les barbecues sont-ils acceptés ?
Nous acceptons les barbecues électriques ou à gaz.
Un Barbecue en libre service est disponible, prévoir votre charbon de bois.
My stay in a Pitch
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.
During my stay
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.
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
- 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.
After my stay
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 : email@example.com
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.
My customer account
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 firstname.lastname@example.org.
Companies and groups
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 : email@example.com
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 firstname.lastname@example.org giving your dates of stay and your wishes.
You can also contact us on +33 (0)5 61 64 69 14