FAQ

BOOKING

– On our website (secure online payment).

– By phone with our Booking Department at +33(0)422 547 355 (secure payment by credit card).

Any request for a change of stay must be made at least 10 days before the beginning of the stay.

You can make your request by email at callcenter@cielavillage.com or by phone: +33(0)422 547 355

All cancellation requests must be made by email to callcenter@cielavillage.com. Your request will be processed in accordance with the scale provided in the ToS.

Ciela Village offers Cancellation and Interruption of Stay Insurance through Campez Couvert, for an additional fee. You can download the cancellation insurance conditions at the bottom of the website or directly via this link.

You may choose your pitch number or two adjoining pitches for a fee (€20 for each pitch selection), subject to availability.

The full price of the stay must be paid 30 days before arrival.

Payment terms

The accepted payment methods are: Credit card (Visa, Mastercard, Eurocard), bank transfer, check, ANCV holiday voucher, ANCV connect. The accepted methods of payment for the deposit and/or the entire cost of the stay vary depending on the payment date. You can consult the details in our ToS.

None of our Ciela village campsites are Vacaf certified.

We accept holiday vouchers and Connect holiday vouchers.

We recommend that you send holiday vouchers by registered mail.

You can pay in installments, just ask at the time of booking.

STAY

Rentals are available from 4 p.m. on the day of your arrival. Departure is by 10 a.m. For pitches, arrival is from 12 p.m. and departure is before 11 a.m.

If you arrive late, the guard will let you in. You will just have to go to reception the following morning to finish checking in.

We require a security deposit of €200 or €300 (depending on the model of mobile home) throughout the season and €100 for the pitches (in case of fridge or gas barbecue rental).

Yes, you can use all the campsite facilities if you arrive before 4 p.m.

No, it is not included. The price varies depending on the model (details in our ToS)

You will find information on activities to do in the area on each campsite page.

You do not need to make a check-out appointment, just leave your key by 10 a.m.

Yes, except for charcoal grills.

Deposits are destroyed 48h after departure.

Minors must be accompanied by their legal guardian. For more details, consult our ToS.

MOBILE HOME

At the time of booking, you can request a free baby kit (high chair, crib and bathtub).

Tents are not allowed next to mobile homes.

Smoking in mobile homes is strictly prohibited.

Most of our campsites have accessible mobile homes.

You can find the list on this page.

The welcome kit consists of a sponge, a package each of floor cleaner and dish soap and a roll of toilet paper.

Sheets are included in some rentals (Prestige and Exception). This information is provided in the rental description on our website.

Most of our rentals are equipped with electric heat and air conditioning. You can find this information in the accommodation descriptions on our website.

All of our rentals have blankets or comforters (depending on the mobile home), as well as pillows.

This information is available in the descriptions of our mobile homes.

PITCH

Our electrical outlets are CEE sockets.

Yes, you can rent a refrigerator for your pitch.

Yes, electricity and water are available at every pitch.

AQUATIC AREA

Each campsite has an outdoor heated pool. The water temperature is between 26 and 28°C (unless the temperature drops too low at night).

Our water parks are reserved exclusively for our guests. We thank you for your understanding.

Amenities

One free connection (for 1 device) is included in each stay. There are different packages for additional connections. You can view the details on our Ciela Village application, available on the app stores.

You can find this information on the campsite pages on our website.

Our restaurant menus are subject to change throughout the season, so we invite you to consult them directly on-site.

ANCV vouchers are accepted at all campsites. Meal vouchers are accepted at La Rive (in high season), Au Lac de Biscarrosse, Les Marsouins, Terra Verdon, Les Fontaines and Avignon Parc.

We do not offer half or full board. Each campsite has at least a restaurant, and some have several dining options on-site.

Go to the campsite page on our website to download the campsite map (in the information section).

Some campsites have charging stations for electric cars: Le Pommier, La Rive, Les Marsouins.

Au Lac de Biscarrosse, La Farigoulette. The rate is €0.35/kwh (power 7.4 kW) except for Au Lac de Biscarrosse which has slow charge stations (power varies from 2 to 7 kW, fixed price of €15/24h).

The kids’ club is open to children ages 5 and up.

Opening dates for the kids’ club are indicated on the campsite pages (in the activities section).

You can register for the kids’ club at campsite reception (not available before arrival). Activities cannot be booked in advance. The schedule is posted at the campsite. You can also consult it on the Ciela Village app, available on the app stores.

Pets (except category 1 and 2 dogs) are accepted at all our campsites.

Pets must be leashed at all times, including at your camping pitch. They are not allowed in the pool area, children’s playground or restrooms. You can find more detailed information in our ToS.

Ciela Village