Frequently Asked Questions

Campings Grand Sud By Siblu

Campsites Grand Sud By Siblu, what's in it for me?

The Campings Grand Sud group joins the Siblu team. Rest assured, it’s only for the best. Siblu is 25 additional holiday destinations in France and the Netherlands. Joining Siblu also means that you can enjoy your stay with top-of-the-range accommodation, facilities and services. Are you a fan of campsites with tents, caravans, vans and motor homes? Don’t panic! Siblu offers spacious pitches equipped according to your needs. Going on holiday at the Grand Sud and Siblu campsites is a guarantee of a truly peaceful and relaxing holiday, where the whole family can enjoy themselves.

My booking

Who can make a booking?

In order to make a reservation, you must be at least 18 years of age and in full possession of your legal rights in accordance with our general terms and conditions of rental.  The person booking an overnight stay at our campsites must guarantee the truthfulness and accuracy of the information given. Minors must be accompanied by their legal guardian.

Payment

What payment methods do you accept?

When booking via our secure website, you can pay for your stay by Visa or Eurocard/Mastercard or PayPal. You can also make a written request on the booking contract to choose another method of payment. You will be able to pay by bank cheque, bank transfer or ANCV holiday vouchers. They must be sent
by registered letter with acknowledgement of receipt to the following address Siblu France, reservation department, 10 avenue Léonardde Vinci, 33600 PESSAC. They are valid for their face value until the total amount of the reservation has been paid, and at the latest when the balance is paid.

Can I pay by instalments?

For all bookings made on the Internet (excluding any other distribution channel) and paid for by credit card, you have the option of paying in several instalments.
have the possibility to subscribe to several payment solutions in several instalments. Do not hesitate to consult our general terms and conditions of sale to find out the terms and conditions of these solutions.

How do I pay by holiday voucher (National Holiday Vouchers Agency, or “ANCV” in French)?

You can pay for your campsite stay in full or in part with ANCV holiday vouchers. To do this, simply send them to the following address Siblu France, reservation department, 10 avenue Léonard de Vinci, 33600 PESSAC, by registered mail with acknowledgement of receipt, making sure to indicate your file number on your package.

What’s the deadline for settling the total amount of the booking?

Any reservation made more than 4 months before the beginning of the stay must be accompanied by a deposit equal to 40% of the amount of the reservation. The remaining 60% must be paid no later than 4 weeks before the start of the holiday.
Any booking of a stay made between 4 months and 4 weeks before the start of the stay must be accompanied by a deposit, equal to 60% of the amount of the said booking. The remaining balance (40%) must be paid no later than 4 weeks before the start of the holiday.
Any request to book a stay made 4 weeks or less before the start of the stay will result in
the full amount of the reservation to be paid immediately
Please note that the Client must pay the full amount of the stay at the time of booking if the amount is 100€ (one hundred
euros) or less. The Client’s deposit will only be cashed if Siblu accepts the reservation request. In the absence of acceptance for any legitimate reason, in accordance with article L.121-11 of the Consumer Code, the deposit will be refunded in full to the Client as soon as possible. For more information, please consult our general conditions of sale

What’s included in the price?

The price agreed at the time of booking includes exclusively :

• the rental of the leisure accommodation or pitch ;
• the consumption of water, gas (except for campsite caravanning) and electricity;
• the Fun Pass for all persons staying in accordance with the reservation made, allowing access to
• to the aquatic complexes, entertainment and sports activities offered at no extra charge by the chosen Siblu Village;
• enrolment in the children’s clubs, if applicable;
• any options taken out at the time of booking;
• the Liberty Guarantee

The price agreed at the time of booking does not include

• services other than those described in article 3.9.1 of our general terms of sale;
• supplements linked to optional paying activities;
• cleaning during and at the end of the stay;
• bed linen and towels;
• baby equipment;
• meals and drinks;
• 15 euros administration fee

Please note: The price of the tourist tax is not normally included in the booking fee. It is collected on behalf of the municipality or local authority. However, depending on the Siblu Village chosen by the Client, it will be possible to pay the tourist tax at the time of payment of the reservation. Otherwise, it must be paid on site on the day of arrival before the keys to the leisure accommodation are handed over.

Cancellation insurance

What does the Cancellation/Interruption insurance cover?

Siblu offers cancellation insurance through Gritchen Affinity and Mutuaide Assistance, which must be taken out when the deposit is paid. It is offered in high season at a cost of 6% of the total amount of the reservation and in low season at a flat rate of 29€. This insurance includes the reimbursement of the cost of the stay already paid, but
This insurance includes the reimbursement of the stay fees already paid, but does not include the cost of the insurance or the booking fees with Siblu. The excess is 15€ per insured rental.
Warning: In order for the insurance to work, the Client must, as soon as he is aware of the loss, notify the
the insurer within 48 hours and provide all the documents requested relating to the claim. In the event of an early departure, the Client must inform the Siblu Village manager.
The Client must read and download the full general insurance conditions on request or at the following address: https://www.mutuaide.fr/sites/uploads/2018/09/Template-DIN-sejour-SCHENGEN-Versiondef2.pdf

Cancelling my booking

1- Request for change more than 6 weeks before the start date of the stay.

In principle, once the reservation request has been validated by Siblu, the contract is firm and definitive and it is no longer possible to modify it.
to modify it.
However, when booking with Siblu, the Client benefits from the Freedom Guarantee, which gives him/her the possibility of making a single request to change the destination, date or type of leisure accommodation or pitch per booking, at no extra cost, provided that
accommodation or pitch, provided that :

• it is made more than 6 weeks before the start of the holiday,
• that the length of the stay is not reduced,
• Siblu’s availability on the date of the request for change.

Any request for modification must be made in writing by the Client.
Modifications will only be deemed to have been accepted by Siblu after written confirmation of the modification has been sent to the Client.
written confirmation of the change. For any request for a modification additional to that granted within the framework of the Freedom Guarantee, Siblu may examine the possibility of doing so according to its availability and grant it, if necessary, subject to a handling fee of 35€ (thirty-five euros).

If the amount of the modified stay is higher, the Client will be liable for the difference.

Request for modification less than 6 weeks before the beginning of the stay

If the Client requests a change less than 6 weeks before the start of the holiday, he will not be able to make any changes.

Changes to the accommodation beyond Siblu’s control

If Siblu is obliged to modify the leisure accommodation for reasons beyond its control (e.g. imperative maintenance of the accommodation for safety reasons) before the start of the holiday or on the day of the Client’s arrival, Siblu undertakes to justify this and to offer the Client, depending on availability, a holiday of similar or equivalent quality and equipment.
The Client will not be required to pay any supplement. Siblu undertakes to reimburse the Client for the difference in price if the substituted stay is of a lower value, as well as the possible cost of the supplement linked to the choice of a specific leisure accommodation or pitch.
In the event of refusal, the Client will have the possibility of cancelling the reservation at no cost and Siblu undertakes to reimburse all sums paid.

2- Cancellation by the customer (excluding cover by a specific insurance policy)

Any request to cancel a booking must :

• Be notified in writing by registered letter with acknowledgement of receipt sent to the following address
  Siblu France, Reservations Department, 10 avenue Léonard de Vinci, 33600 Pessac – France
• Be received at the latest the day before the planned start of the stay

The postmark will be used as proof of the date on which the cancellation request is effective.

3- Cancellation by the campsite

Except in circumstances linked to an event of force majeure or to the unforeseeable and insurmountable act of a third party, and in accordance with the provisions of article 15 of our general terms and conditions of sale, if Siblu is obliged to cancel the contract, it shall be deemed to have cancelled the contract.
in accordance with the provisions of article 15 of our general terms and conditions of sale, if Siblu is obliged to cancel a reservation
a reservation without being able to offer a similar or equivalent alternative solution to the Client for the same period, it undertakes to offer the Client, depending on availability, the choice between :

• another stay of equivalent standard in another period,
• OR the return of all payments already made by the Client, as well as compensation equal to the sum that the Client would have paid if the cancellation had been made. Customer would have paid if the cancellation had been his fault (articles 8.3 and 8.4 of our general conditions of sale)

These provisions do not in any way prevent the conclusion of an amicable agreement for the purpose of acceptance by the Client of a substitute holiday proposed by Siblu.

Travel document

I haven’t received my booking confirmation, what should I do?

If you have requested to receive your documents by email, check the junk mail folder in your email account. If they cannot be found, simply write to the destination email address “reservation@siblu.fr” to request a resend of your booking confirmation.

Tourist taxes

Why do I have to pay tourist taxes?

The tourist tax is compulsory. Campsites and hotels collect it on behalf of the municipalities. Depending on the town, a departmental tax may be added. The amount of these taxes varies from one place to another depending on the municipalities that set the amount. The provision for these taxes is calculated per day and per person over 18. It may be included in the price of a package.

Arrival times

What are the times for arrival and departure?

Leisure accommodation is available from 5 p.m. on the day of arrival and must be vacated by 9 a.m. at the latest on the day of departure.
Bare pitches are available from 2 p.m. on the day of arrival and must be vacated by 12 noon on the day of departure.

Arrival and departure times – Tolerance
Siblu accepts arrivals as per article 11.1 of our general terms and conditions of sale, up to 9 a.m. on the day following the date of arrival specified in the booking form. If the Client wishes to arrive after this time, he/she is asked to inform the Siblu Village or the reservation centre. After this time, and without having notified Siblu, the reservation will be considered as cancelled by the Client and consequently will not give rise to any reimbursement (see article 8 of our general conditions of sale).

Timetables and access by motor vehicle
In principle only one car is allowed per pitch. Access to leisure accommodation by motorised vehicle is only authorised until 10 p.m. in certain Siblu Villages. After this time, access may be restricted. The Client must then park his/her vehicle outside the Siblu Village or in the car park at the entrance if there is one.

Sheets, blankets

Do the beds have blankets and cushions?

Yes, cushions and blankets are provided at all our rental accommodation.

Are bed sheets and towels provided?

Towels and bed linen are not provided. However, you can rent linen on arrival.

The mobile home and its pitch

Can I choose a particular pitch?

When you make your reservation on our website, you can choose the pitch of your accommodation*. If this is not available, please let us know and depending on availability, we will do our best to satisfy your requests.

*This service is not free of charge. You will find all the booking conditions in our general conditions of sale.

Can I put a tent up on the pitch or next to the mobile home?

For safety and insurance reasons, putting a tent up on the pitch is not allowed.
However, if the campsite has tent pitches, you can rent one and put a tent up there.

Leisure and activities

Do I have to pay for the Kids Club?

No, the Kids Club is free of charge at all our campsites.

Are board shorts allowed at your swimming pools?

Swimming pool access is reserved to people wearing swimming trunks (speedo-style), swimming shorts, swimming costumes and bikinis. No other outfit is permitted.

Accommodation capacity

How many people may stay in the accommodation?

Your rental, mobile home or other type of accommodation has a maximum capacity of persons which must not be exceeded under any circumstances, for safety and insurance reasons.
The campsite manager will systematically refuse any holidaymaker who exceeds the maximum capacity, even if a supplement is paid. When making your reservation, you must provide the surnames, first names and dates of birth of each occupant (including babies).

Is a baby considered to be a person?

A baby is indeed considered to be a whole separate person.

Vehicles

How many vehicles are allowed per booking? Where can I park?

Only one vehicle is allowed per pitch.
You have the option to park a second vehicle at the campsite parking lot (for an extra fee, depending on the campsites and availability of spaces).

Animals

Are animals allowed?

We allow dogs (except category 1 and 2, “dangerous” dogs): it is up to you to check if your dog’s allowed in before booking. Dogs must be kept on leads at the campsite. It is not permitted to leave a dog alone in the accommodation.
Only one dog is allowed per accommodation, all other animals are forbidden. Authorised animals must have identification chips or tattoos. The Client must bring the dog’s up-to-date vaccination record.

Barbecues

Can I set up a barbecue on the pitch?

The campsites have communal barbecue areas specifically designated for this purpose. Coal barbecues are prohibited.

What’s included in the mobile home

Is there WiFi at your campsites?

There is WiFi coverage everywhere on all of our campsites, it’s a paying service that can be purchased directly at the campsites. There are free WiFi hotspots at some of our campsites.

Does my rental accommodation have a TV?

Some of our campsites provide a TV at the rental accommodation; you will find this information on the website or by asking one of our advisors.

Does the rental accommodation have air conditioning?

Some of our campsites have air conditioning at the rental accommodation; you will find this information on the website or by asking one of our advisors.

What does the end-of-stay cleaning service comprise of?

Let us do the hard part and enjoy your holiday to the end!
On the last day, all you have to do is empty the mobile home of your personal belongings, including food and drinks that you have not consumed, empty your rubbish bins, clean and put away the dishes, remove the sheets from the beds and put them in front of the door in the mobile home.
*This service is not free of charge.

Deposit

Why am I being asked to pay a deposit?

Upon arrival, we’ll ask you for 2 security deposits (by cheque or in cash). One is to the amount of €300 (three hundred euros) for the accommodation and its equipment, and one is to the amount of €60 (sixty euros) for the state of cleanliness of the accommodation. These 2 deposits shall be returned separately, following the state of premises check and inventory check.
Other deposits for the loan of equipment from the Campsire (eg. loan of ping-pong rackets) may be required.

I wish to make a claim

How do I make a claim?

If, despite Siblu’s efforts on site, the Client wishes to make a complaint, he/she should send a letter as soon as possible to the following address Siblu France, Holidaymaker Customer Relations Department, 10 avenue Léonard de Vinci, 33600
Pessac – France, or by email to relations.vacanciers@siblu.fr, specifying :

• The name of the person who made the reservation
• The number of the reservation
• The place and dates of the stay
• The type of mobile home or pitch number

The Client is invited to attach any supporting documents that will limit the time taken to process the complaint (certificate issued by the site, hospitalization report, invoices, etc.).