Frequently Asked Questions

Keycamp offer self-drive holidays to 11 European countries, and accommodation in a choice of models of mobile homes, lodges, Tree Houses, Lake Houses and new for 2014, Safari Tents and Classic Tents. These holidays offer you the flexibility of self-catering and the freedom of the great outdoors. Travel arrangements can be organised to meet your requirements. Keycamp couriers are available at every* European campsite, carefully selected and trained to provide an efficient but unobtrusive service.

*Not available at CD012 Cambrils Park

We feature some of the best parcs in France, Spain, Italy, Sardinia, Croatia, Holland, Sicily, Portugal, Switzerland, Austria and Germany. With a choice of 169 parcs, there are small and friendly parcs to family run parcs that are almost holiday resorts in themselves. You can stay by the coast to enjoy long sandy beaches, close to cosmopolitan cities, or inland for excellent sightseeing and outdoor activities.

Furthermore we have apartment resorts in France, Spain, Portugal, Italy and Corsica, all offering an array of activities both on resort and close by.

As we tailor your holiday to meet your requirements, your holiday can start on a day that suits you, and likewise you can return when you wish. This means you can also holiday for as long as you like. The flexibility of the holidays means we can arrange anything from a 3 night short break to a relaxing 21-night holiday. We also offer longer stay holidays for holidays over 22 nights – please call for these special prices. It’s advisable to book early to get your first choice of holiday dates and accommodation – please call our holiday advisors for more details or search online.

Flexible arrival and departure is subject to availability. 1 and 2 night holidays also available, subject to availability.

There is no limit to the number of parcs you can stay at, providing you stay at least 3 consecutive nights on at least one of the parcs. Why not create your own multi-centre holiday, combining a few nights inland with a few nights by the sea?

This is down to your personal preference. Many people actually enjoy travelling in early summer or into September, when the pace of life in coastal resorts and pretty inland towns is wonderfully relaxed and tranquil. This is an ideal time to make the most of everything Europe has to offer whilst the weather is milder, roads are quieter and campsites more peaceful – not to mention excellent value.

High season however (July/August) is the ideal time of course for families with school children, when the weather is at its hottest and all of the on-site activities are in full swing. This is also the best time for the children to make lots of new friends of a similar age group and with similar interests thanks to Keycamp's Kids' Clubs (check when and where these are available when booking).

Dogs are permitted on a wide selection of our campsites - please see the parc pages for this information. However there are restrictions to the accommodation types you can stay in when travelling with your dog, as well as strict guidelines you must follow to take your dog abroad. Dogs must be kept on a lead at all times when on the campsite. For full details, please click here.

For 2014, both Keycamp and Eurocamp will operate a shared range of accommodation, bringing together what both brands currently offer. This means whether you’re a Keycamp, Eurocamp or a new customer you’ll be able to choose from an even better, bigger range. To make this as simple as possible, we’re changing names of the accommodation models from their previous Eurocamp and Keycamp names. If you’ve a favourite type of accommodation and want to find out the new name, look at our guide showing the new names for 2014, alongside the names used in 2013.

Of course. But as we’re combining forces you’ll also be able to choose from the other brand’s range of destinations as well.

Our on parc courier teams will operate as one, from one shared reception. They will look after both Keycamp and Eurocamp customers, rather than being allocated to represent one brand or the other. All of our couriers already go through the same recruitment and training programme, so there will be no difference in the high standard of on parc care.  The same people involved in all aspects of your 2013 holidays will continue to look after you in 2014, including our holiday advisors, customer relations and management teams.

Keycamp and Eurocamp offer a different range of parcs and accommodation but that’s where the differences stop. Both operate to the same high standards; both share staff that support all our customers from holiday advisors right through to kids club couriers and regional managers. That’s why you can rest assured that none of this will change and regardless of name, you’ll still get the same great holiday.

If you’ve never booked with either brand before, there will be no difference between the product choice, prices or levels of service. However, if you’ve already been on holiday with either Keycamp or Eurocamp, we suggest you book with the same one, so you can get your loyalty discount.

No. The prices for all parcs and accommodation will be identical for both Eurocamp and Keycamp.

Any price rise will be down to the cost of local taxes and cost inflation rather than the brands uniting.  But you can rest assured that we will continue to offer a broad selection of prices to suit a range of budgets, from Classic Tents to Safari Tents, and mobile homes to Tree Houses.

People know and love the Keycamp and Eurocamp brands. That’s why we’re still running both brands while we make sure that you, our customers, are happy with any changes we make. 

The names of our brands may change, but our full choice of parcs, accommodation and the even higher standards we’re putting in place will remain the same.

These sister brands are already part of the same company - we’re simply working closer together to provide more choice and a better experience for our customers.

If you wish to drive, as most of our customers do, you can choose from a selection of cross-channel ferry routes, after which you can enjoy a leisurely drive to the parc. On the other hand, you could take the Eurostar to Lille or Paris, and maybe then take the TGV down to the south of France… Alternatively, if you choose to fly you’re given the opportunity to travel further afield with minimum time and effort, and we can also arrange car hire or private transfers for you at your arrival airport. Click here for full details.

We work in partnership with many operators in order to get you a great deal on your travel arrangements. If, however, you wish to make your own arrangements we’re happy to make an accommodation only booking for you. We would need for you to advise us of your estimated time of arrival (eta) on site, and this can be done online using My Keycamp. If you have made your booking through a travel agent however, you will need to ask them to call our customer services team who will add the eta to your booking.

Regrettably we are unable to offer single crossings, we can only book return journeys. We are also unable to book foot passenger tickets on ferries or on the Eurotunnel.

There are some restrictions to booking with different operators. You can only combine a Brittany route with a Condor route. P&O and Eurotunnel bookings cannot be combined with any other operator.

If you are pregnant at time of travel it's imperative to check there are no restrictions with your choice of carrier. Most ferry operators allow carriage up to 32 weeks, however some routes will require a doctor's certificate. Most airlines will usually advise against flying after 28 weeks, although some will allow carriage beyond this point up to as late as 36 weeks, as long as a GP's certificate has been issued. Please check when booking.

Yes – you can even take a trailer, windsurfers and even canoes with you on your crossing, however you must advise us of this at time of booking in order that we book the correct space on the boat/train (charges for extra space made by cross channel operators vary and are available on request). Failure to advise us can result in you incurring extra charges at the port or the operator refusing carriage.

No, this is not necessary unless the new vehicle is a different size or you have purchased our vehicle breakdown insurance cover.

Yes we do. You can book any vehicle you wish onto the ferry crossings, however please note that for vehicles with more than 9 seats, you will need to call our reservations team for assistance.

Yes, if we have made the travel arrangements on your behalf the details will need to be amended with the operator. Please don’t leave it too late to add these items as over-height and trailer space is limited, and please also be aware that the addition or removal may incur charges from the operator.

There may be occasions when your ferry is cancelled by the operator, for various reasons including workers’ strikes and adverse weather. If this happens with your crossing we will notify you as soon as we know and do our best to find you a suitable alternative. We may be given instructions from the ferry companies involved to advise you to go to the port anyway, and you will be given further instructions from the ferry companies themselves.

You are not obliged to go with the alternatives offered to you, however if you choose to look for another option there may be costs involved.

Yes we can. There will be a 2nd vehicle charge of £100, plus any other additional travel supplements. This will be added to your total holiday cost.

We will be more than happy to book your overnight stop at either one of our parcs or one of over 300 hotels across Europe to fit in with the route you decide to take. You are able to book parc stops as part of your online booking process (you will need to select your main stay first). If you wish to stay in a hotel, you will need to make this booking over the phone.

The eastern short sea crossing from Dover to Calais only takes 1½ hours and the Eurotunnel takes just 35 minutes. However, fly-drive is becoming more and more popular as the number of destinations offered by both traditional and low cost airlines continually increases. There’s also the option of taking a foot passenger train to your destination thanks to the services provided by Rail Europe. Click here for full details.

Depending on where you want to go on holiday, you may find it easier to take a western channel crossing. These longer channel crossings dramatically reduce the driving overseas, especially if you are visiting a parc on the west side of France. An overnight crossing allows you to rest and could save the cost of an overnight stop en-route. There are also ferries that take you direct to Belgium, Holland and Denmark.

If you are travelling to Spain and don’t wish to fly, you can take a ferry direct to Spain and miss out the whole drive through France. These 1-2 night crossings offer spacious rooms, entertainment, shops and restaurants on board too. Furthermore, if you wish to fly to your holiday destination it may also be possible to simply use public transport to get around. Please check at time of booking if your parc is close to a train or bus station.

A pre-departure booklet will be provided and available online in My Keycamp closer to your departure date, giving local directions, GPS co-ordinates for satellite navigation, address and telephone numbers for your parc(s). GPS co-ordinates can also be found under the Travel section on your campsite page. You can also find your route using our online route planner.

If you don’t wish to hire a car, we can organise transfers from your arrival airport to selected parcs, either one-way or return. Please don’t leave it too late to request these, as some destinations require more notice to book than others.

If taking the ferry, you need to be at the port at least 1 hour before your sailing time. For Eurotunnel you need to check in 30 minutes before your crossing time (and no more than 2 hours before). If you have flights booked you need to be at the airport 2 hours before the flight for check-in (unless you have checked in online – please check with your airline for this information). If you have booked your journey with Eurostar you need to arrive for check in 30 minutes before departure.

Keycamp can only organise travel by ferry or Eurotunnel if you wish to take your dog with you. For more information please click here.

If you book your ferry through Keycamp you must have the same passengers in both directions. Additional or different people in your car on your way home contravenes the contract we have with the ferry operators, therefore additional or different passengers will need to book their own foot passenger ticket direct with the ferry company. This is slightly different with the Eurotunnel however; it is okay to have different passengers in the car as long as everybody has a seatbelt.

We recommend you take a letter from the friend’s parents confirming you have their permission to take their child abroad with you. This is not compulsory, only advisory, in case you are questioned at port.

Prices are on a per night basis, per party, and the nightly rate varies according to your travel dates. The addition of decking and air conditioning will carry a nightly supplement, and will also vary dependant on your travel dates.

Any applicable discounts are to be taken from your accommodation price only. Any other additional extras, such as bed linen, Disney Tickets and travel etc are to be added onto your cost.

You can put together an accurate price using our online booking facility. For some aspects however, such as flights or car hire for example, please contact our team on 0844 406 0200 who will be happy to help.

Once you have decided when and where you would like to travel, either call our holiday advisors to check availability and discuss your requirements, or book online. Our team are available to take your call 7 days a week on 0844 406 0200 and will be happy to advise you through every step of booking your holiday.

We are currently asking for a deposit of £100 (plus full payment for flights if booked at the time, and any other deposits such as £30 for car hire). If you are booking flights the full cost is payable, as well as payment for insurance if you opt for Keycamp cover. Your final balance will be due 12 weeks before your departure date, however you are able to make additional payments to your balance as often as you wish in order to bring your final balance down as long as the holiday is paid in full by your due date.

Apartment holidays have different deposits to the camping holidays.
We can hold your holiday option without deposit for 1 day.

You can pay with a credit or debit card over the phone or online (My Keycamp) or you can set up a banker’s draft. Please note that there will be a 2% handling fee on all credit card payments, and regrettably we do not accept American Express.

We regret that, as with all special requests, we cannot guarantee you will be adjacent to another party you may be travelling with – even if you’re an early booker. You may request it at time of booking and we will notify our couriers on parc. Our couriers will do their best to meet your request, depending on the way in which our accommodation is located on the parc and the arrival/departure patterns of preceding customers. Adjacent accommodation is not available on all parcs.

Keycamp do take groups bookings, however this is not available to book online. Please visit our groups page for more information.

You must be at least 18 years old to make a booking with Keycamp.

Equipment Damage Waiver is an optional insurance for £15 and covers you and your party for any minor damage/breakages to the accommodation unit and its contents. If you elect to have this cover removed from your booking you will be required to leave a deposit of £100 with the courier on arrival. This will be returned to you at the end of your stay providing everything is in tact when you leave.

You will receive your personalised pre-departure booklet about three weeks before your departure date, containing all information relevant to your holiday including parc contact details and GPS co-ordinates, local information, plus travel and accommodation vouchers as well as any theme park tickets (excluding Disney - these are sent out separately). On arrival at your parc you will also be given a free Keycamp bag plus a deck of playing cards.

Wheelchairs can be hired from local pharmacies for approximately €20 per week (varies). We will need to obtain specific information about the wheelchair user – age, height, weight, build, dates of hire and any special requirements in order to make a reservation. If requested at least 10 days before departure we can try to order one, however please note that this is not always possible.

Just send our team an email (cancel@keycamp.com) or a letter. If you send a letter please address it to Cancellations, Keycamp Holidays, Hartford Manor, Greenbank Lane, Northwich, Cheshire CW8 1HW. Any cancellation notification must come from/be signed by the party leader. When this has been actioned you will be sent a cancellation invoice through the post.

If you made your booking through a travel agent they will need to send the cancellation notification to us on your behalf and we will send the cancellation invoice to them.

Yes, please refer to the Booking Conditions for full details.

You can check our brochure, or of course check the website which is constantly being updated. Plus, your local guide provided closer to departure, and also found in My Keycamp will provide lots of parc information.

You can check our Events Diary, or go to www.whatsonwhen.com.

British and Eire passport holders do not require a visa for travel to any of our European destinations. However, although some countries have abandoned routine passport checks at their land borders, visitors are still expected to be able to produce a valid standard 10-year passport, which must be valid for the duration of your holiday plus 6 months.

Please note that legislation introduced in 1998 requires all children not already included on a valid 10-year passport to hold their own passport to travel abroad. You should always keep a separate record of the number, date and place of issue of your passport in case of loss.

Firstly, whilst your car insurance fully covers you for third party risks, it is advisable to have fully comprehensive car insurance. By obtaining a Green Card from your insurance company, your comprehensive policy may be extended to cover the continent.

Secondly you have the option to take out Europe Assistance’s Car Breakdown insurance which can be done from point of booking right up to your date of travel. Your vehicle will be covered for breakdown 7 days before your departure date, providing you take out the policy outside of 10 days before travel. For more information on breakdown cover please click here.

Thirdly, there are some items you are required to keep in your vehicle when driving abroad, for example, a warning triangle and a reflective vest (obtainable from Keycamp in our European Drivers Kit). These items vary for each country. You can view a full list of what you need to take in your European Guide, which will be available to download from My Keycamp, and you can also find a lot of useful drivers information at www.drive-alive.co.uk. 

Log on to 'My Keycamp' about three weeks before your holiday and you will find a comprehensive travel booklet containing all information relevant to your holiday including parc contact details and GPS co-ordinates, local information, plus travel and accommodation vouchers.

If a Travel Agent has made your booking on your behalf, all details will be sent to them in the post.

All amendments will need to be made over the phone through our contact centre, except for the addition of optional extras (e.g. bed linen, Soccer Station passes, etc), which can be done via My Keycamp, or if you've booked via a Travel Agent, they will need to call on your behalf. Our staff will be happy to look at any amendment, subject to availability and terms.

Please note that amendments to confirmed bookings, such as changes to the travel details, party details, parcs or dates for example, will be subject to amendment fees and may also impact your total holiday cost.

Pack in accordance to the time of year you are travelling. We offer a rough idea of temperature and hours of sunshine on each of the parc pages.

Informality is the order of the day and you’ll be surprised how few items you need, especially if you plan to spend most of your time by the pool or at the beach. Do make sure you have something warm to wear in the evenings though. Also you will often find that swimming shorts are not allowed in parc pools due to health and hygiene legislation, so we strongly recommend you pack conventional swimwear.

Don’t forget your sun cream and after-sun cream, mosquito repellent and any prescribed medication, as you may not be able to buy these items on site.

If you are driving we recommend that you take a few basic groceries with you – particularly if you are arriving on a Sunday or a bank holiday when shops are closed. Consider taking tea, coffee, sugar, creamer, cereal, favourite tinned foods such as baked beans, washing up liquid and cloth, toilet paper and matches. Don’t forget towels and tea towels too.

To save packing too much, or for those of you who choose to fly, why not consider ordering a welcome pack* for £7.50 which includes the following: Water, tea, coffee, sugar, a tea towel, toilet roll, washing up liquid and a bottle of red wine. You can also pre-book a pack of 2 beach towels* for £9 at our campsite resorts.

*Welcome packs and beach towels are not available to book at SW011 or CD012.

You will be provided with pillows and blankets in your accommodation. We also offer bed linen hire (packs containing sheets, pillowcases and towels) and duvet linen hire (packs containing double or single sized duvets, sheets, pillowcases and towels - available for all mobile homes in Holland, Paris, Loire, Picardy, Normandy and the Riviera) on our parcs to help you cut back on the packing. Please see the extras page for more information. It is also advisable to take warm bedclothes if you are travelling in low season when the temperatures can be lower, even if you are staying in a mobile home. All mobile home accommodation will have a heater in the living area only, not in any of the bedrooms.

*Linen hire not available at CD012 (at this parc it’s provided as standard).

Travelling with a young baby need not be a problem. We offer free hire of travel cots and high chairs, but please remember that these must be requested at time of booking. Please note that we do not provide bedding for cots. Our Mini Fun Station parcs also offer free potties and buggies, please check when booking.

We also recommend you pack the brand of baby food and powdered milk that your baby is used to, a sunhat and high protection cream, armbands, bucket and spade and a lightweight buggy for days out.

All our mobile homes have their gas, electricity and other health and safety areas checked annually. These checks are recorded and kept on file for future reference. Our Repair and Maintenance staff are fully trained to carry out these tests and certify our units as safe for use.

There are no specific UK standards covering gas and electricity testing that we must adhere to. The gas certificate we use is based on the Landlord’s Gas Certificate as used for rented properties in the UK and we commission an Electrical Consulate to advise what level of testing we carry out on the parc and mobile home electrical system.

On arrival at the parc head to the Keycamp reception. Most Keycamp receptions are near the main parc entrance and are clearly signposted. Your couriers will greet you and show you to your accommodation, at which point you will need to have your accommodation voucher ready.

Your accommodation will be available from 3pm so please try to plan to arrive after this time. If you arrive before 3pm it’s likely that all the couriers will be away from reception cleaning the recently vacated accommodation units. In this instance make your way to the main reception to let them know you’ve arrived and they will advise that you can use the parc facilities while you wait.

You should plan to arrive by 8pm. If you arrive after 10pm or if the couriers have finished for the day, as long as you have advised the couriers of your estimated time of arrival, you will find at reception details of where to find your accommodation on the parc. It will be left unlocked with the keys inside and the couriers will come to meet you the following morning.

Parc barriers are usually lowered for siesta and during the night, so you may have to leave you car outside at this time and enter the parc on foot.

Life on parc tends to be quite relaxed and easygoing, but we do ask our customers to comply with the few rules imposed by parc management. For the comfort of all guests, most parcs impose a rule of silence between 10pm and 7am and do not allow vehicles to drive through the parc during these times. Many only allow conventional swimwear in swimming pools due to health and hygiene regulations (please check at time of booking), see poolside for other pool regulations. An adult should always accompany children to the sanitation blocks.

If you are travelling in 2 cars it is unlikely you will be able to park both of them next to your accommodation. On most parcs you are permitted to park one car on your pitch but the second vehicle must stay on the main car park and is also chargeable by parc management. Some parcs however require all vehicles to remain in designated parking areas away from the accommodation, please check when booking.

Not all parcs have lifeguards on duty, and those that do may only be on parc in July and August or for a limited time during the day, please check when booking. We strongly advise that you supervise your children at all times when they are using swimming pools and water chutes, and that the conditions of use and age/height restrictions are adhered to.

Our range of parcs is second to none, carefully selected for their location, facilities and consistently high standards. Many have waterparks and chutes and slides, supermarkets, restaurants, take-aways and entertainment. Please see the parc pages for more information.

There may, however, be some facilities that cannot always be made available, particularly in early summer, as they are subject to weather, demand or local regulations. As we do not own the parcs this is regrettably beyond our control.

You can check availability of services on the parcs you are visiting by viewing the parc pages or checking the brochure. Walking, cycling, wine and châteaux notes are available on many parcs to help you make the most of the local area, and can be borrowed from reception.

Fun Station is our children’s club available on selected parcs twice a day, 6 days a week, run by experienced children’s couriers in a safe and secure environment. Base is a gathering point exclusively for teenagers aged 13+ where they can meet like-minded people and try new activities. Canoes can be borrowed (subject to availability) on many parcs by lakes and rivers as well. These clubs and some activities are not available all season, please check the parc pages for dates they’re available.

Please note also that there may be some activities that are payable, check at time of booking.

On some parcs guests are required to wear a wristband, and some pools and facilities may be payable – check at time of booking.

We supply charcoal or gas barbecues with all accommodation types where parcs permit (please check when booking). Charcoal is not supplied. Some parcs may have a designated communal barbecue area instead of one for your own private use at your accommodation unit.

All of our campsites have a Keycamp reception staffed by our own couriers* who are carefully selected and trained to provide an efficient and unobtrusive service. They will be there to greet you on arrival having carefully cleaned and prepared your accommodation in advance. They will be able to tell you more about the parc facilities, the local services and places to visit. Please do ask them if you need any help or assistance, and advise them immediately of any problem, however small – that’s what they’re there for!

*At CD012 a Keycamp rep will visit regularly.

If you opted against the £15 equipment damage waiver insurance offered at time of booking, you will be asked to leave a deposit of £100 on arrival. This will be refunded on departure following a brief accommodation check by the couriers. If anything is damaged, the fees to cover this damage will be taken from this deposit.

Some parcs also ask for a deposit for a barrier pass or a wristband, please check when booking.

This rule varies at each site. Some parcs ask for your passport and hold on to it for the duration of your stay, others do not. Please be prepared to do this.

Most parc (main) receptions will have a safety deposit box for their guests to use, for a small charge. Please check at time of booking.

Both of the above varies at each site. The parc pages will state which methods of payment are accepted on site, however you will need to contact our customer service staff to find out if there is a cash machine on site. Usually if the parc does not have its own cash machine, there will be one close by.

This varies at each site. Please check the parc pages.

If you have a child that would prefer to be with their sibling and is close to the entry age of the club, then subject to availability and suitability of the activities, this shouldn’t be a problem. Children under 4 years old cannot attend children’s clubs but may use the Mini Fun Station service if available and accompanied by a parent. Please speak to the couriers.

All clubs operate on a first come first served basis and cannot be booked in advance. On arrival at your parc, please liaise with the children’s courier who will advise on availability.
You can however pre-book Soccer Station and Action Station sessions, available on a handful of parcs, and you will be able to select the date, time and activity of your choice once on parc.

There will normally be a morning and an afternoon session each lasting approximately 2½ hours every day apart from Tuesday, exact times arranged by the couriers. Base also runs off-parc activities and evening sessions. Please check the board at reception or club tent for confirmed session times and activities, these are updated daily.

Fun Station and Energy activities include nature trails, treasure hunts, picnic days, team games (e.g. rounders, volleyball, sports coaching, mini Olympics, arts & crafts, dance and drama). We also offer some family sessions for everyone to enjoy together and children’s choice sessions where the children decide what they would like to do.

No – all children must be collected at the appointed time. Children are signed in and out and so a responsible adult must be present at this time (children 10 years and over can sign themselves in and out of sessions providing this had been pre-agreed by the parent).

Yes – all children who are guests on the parc are welcome to join in. Activities are similar to those that take place in the Keycamp clubs; the difference is your child will be in a multi-lingual group of children. You will often find that at parcs where there is no Keycamp club available that a site-run club will be available instead - please check on the parc pages when booking. Site reception on parc will advise when and where activities are taking place.

Occasionally the children’s couriers may offer a babysitting service, charged for by the hour. This is not a service they are obliged to offer. Please check when on site if this service is available and if so, what are the hourly rates.

We have something for everyone, from the budget-conscious to the top of the range, and from the camping enthusiasts to the home-comfort seekers.

Our range starts with mobile homes – Classic, Esprit, Espace and Vista. We also offer Chalets, Bungalows , Mountain Lodges, tree houses, lake houses and for 2014 the Classic Tent and the Safari Tent. Some mobile homes come with decking or air conditioning, please check when booking.

Please note that some parcs have a restriction on the number of people per pitch – check when booking. There may be occasions when you book accommodation that could sleep 8 people, but parc restrictions only allow 6. Please take this into consideration when booking by checking the parc pages, if you plan to add people to your party after confirming your reservation.

For 2014 both Keycamp and Eurocamp will operate a shared range of accommodation, bringing together what both brands currently offer. The holiday experience and the accommodation available will be exactly the same, or even better, although the actual names of the accommodation models are changing for 2014 from their previous Keycamp or Eurocamp names.

Customers from each brand will be able to choose from all the parcs and accommodation they are familiar with, but will also now have access to the other brand’s range.

We have created a guide to illustrate how the 2014 names relate to those being used by each brand in 2013. Learn more>

Our accommodation is equipped with everything you’re likely to need for a relaxed and easy self-catering holiday. There is no need to pack any kitchen equipment, as all accommodation includes:

Grill; fridge with freezing compartment; 4 burner gas stove; corkscrew; frying pan; saucepans and lids; kettle; teapot; coffeepot with filter; tin opener; bread knife; measuring jug; colander; spatula; scissors; wooden spoon; plastic straining spoon; plastic serving spoon; roasting tin; tray; washing up bowl; plate drainer; ashtray (outdoors only); dinner plates; side plates; cutlery; bowls; cups/mugs and saucers; glass tumblers; wine glasses; glass bowl; salad bowl; platter; egg cups; garlic press.

You will also have a fire extinguisher and fire protection blanket, dustpan and brush, mop, bucket, broom and waste bin. In the bedrooms you will be provided with pillows and blankets, and in the bathroom (excluding tents) there will be a shower, sink, toilet, toilet brush & holder, mirror and cosmetic cabinet.

Please note that duvets are not provided, and if travelling in low season, we recommend you pack warm bedclothes and some extra bedding. The fold out bed in the living area is a double bed. Sheets and pillowcases are not provided however they can be booked at point of sale right up to before you travel. This can be done over the phone or via My Keycamp.

For 2014 Keycamp are uniting with sister company Eurocamp, meaning there's a wider choice of accommodation. However, to help you decide which mobile home you'd like based on previous holidays, take a look at our accommodation guide.

The travel cots we supply will fit in the second or third bedroom in the following mobile homes: Villagrand (all models); Villanova; Villaclassic; Grand 34 (3 bedrooms). In accommodation where this is not possible the living area will have to be used. Please see ‘Cots’ under Essential Information for more details.

Please see the accommodation pages for information on what is provided in each specific accommodation type, including cd players and hair dryers. All have the same kitchen inventory and outdoor furniture. Irons are not provided in any accommodation; please check the parc pages for information on laundry facilities.

On accommodation types that come with decking the majority have enough space for the patio furniture (table and 6 chairs) with everybody seated. However, dependant on the pitch size and layout, this can vary. On rare occasions you may find that we have had to compromise decking size slightly due to trees on the pitch for example, or shape of the pitch. There may also be occasions when the mobile home doors do not open out onto the decked area. Regrettably this is not something that we can advise before you travel.

If you are travelling with toddlers to one of our Mini Fun Station parcs you will be able to hire decking gates*. These however are subject to availability and therefore not guaranteed. Please request at time of booking and our couriers will provide one with your accommodation if they can.

*Please note that at parc RV014 the decked areas are low level and are of different appearance to that shown in the brochure and on the website. This design means decking gates are not available here.

No – the air conditioning unit and electric heater are situated in the living area of the mobile home. You do notice the temperature change in other rooms if you don’t close the doors fully. Not all accommodation types have air conditioning; those that don’t will have a fan in the living area.

Yes we do - our wheelchair friendly Classic Midi mobile home. This mobile home is available at two parcs, BS012 and PA012. Please book early to guarantee availability.

Some parcs have a low electricity supply so heat generating equipment such as hair dryers, etc, are not always recommended. A large number of our accommodation types have continental sockets so we recommend you take an adaptor with you.

Visitors on parc are permitted to stay with you providing the accommodation and parc restrictions are adhered to. We must be notified before you travel if you plan to have visitors while you are a guest. There may be extra costs involved, applicable to all adults aged 18 and above (regardless of their relationship with you) so please bear this in mind when planning. Costs will vary according to date/time of year.

You need to vacate your accommodation by 10am in order to leave ample time for the accommodation to be thoroughly cleaned for the next guests. Please try to leave the accommodation reasonably tidy, ensuring you have packed up all of your belongings, and let the couriers know if anything needs to be replaced.

If you are leaving the site early, leave your mobile home/chalet key in the unit, and check with the couriers beforehand what time the site barrier opens in the morning; it may be necessary to leave your car outside the barrier overnight. If you don’t need to leave until later on in the day you will still need to vacate your accommodation, however you are welcome to use the site facilities until you leave.

If you had to leave a deposit to cover equipment damage your courier will check your accommodation before refunding your deposit. Any other property, like passports or items left in a safety deposit box for example, can be re-claimed before you leave the site. If you have to leave early in the morning before reception opens you will need to do this the night before.

This is not a necessity on all of our parcs. If staying at an apartment resort you will complete check out when you hand in your key.

There should be a comment card left in your accommodation, and if we have your email address we will send you a Post Holiday Questionnaire (PHQ). We welcome all feedback, so would be very grateful for your comments. Alternatively you can contact the customer relations team on your return home.

We follow the same specific guidelines for all lost property. We also advise that for items of high value, you should report the loss to your insurance company and let them know that you are taking steps to get it returned, just in case your property is not found.

Please contact the customer services team with the following information: your booking reference; full description of property; full description of where it was last seen; whether or not it had already been reported. This is entered onto a lost property form and emailed to the Overseas area assistant. If your item is found we will contact you to take the £13 postage/administration fee (additional charges will be payable if it is a heavy/large/expensive item).  Our Overseas Offices will then arrange to return the property via recorded delivery.  If the item is not found, we will confirm this to you in writing, as you may require this to pursue a claim through your insurance. The search and return of items can take some time, please allow us up to 28 days. We cannot be held responsible for any lost property.

Please note: to give us the best possible chance of returning your lost property, you need to follow the procedure above. Our on-site couriers are not responsible for returning lost property.

We have apartment resorts all over France, as well as resorts in Portugal, Spain, Italy and Corsica.

Apartment resorts, unlike our parcs, do have fixed Saturday to Saturday arrivals, however in low season this rule may be relaxed for some resorts. Please check when booking.

Yes, you can. However you are unable to book apartment multi-stays online, this can only be done over the telephone. Please call for details and prices.

There is no Keycamp courier service available at the apartment resorts. You will find all the help you need at the main reception.

The apartment resorts are priced differently to the campsite holidays. You can obtain a price through the online booking system or over the telephone.

Some apartment resorts include tourist tax in the price and others do not, please check when booking. If the resort excludes the tourist tax from your holiday price you will have to pay it on arrival. This is usually a daily charge and varies at each resort. Please check when booking.

For holidays with a value of under £1500, a non-refundable deposit of £150 will be charged. For holidays with a value over £1500, a non-refundable deposit of 15% of the total base price will be charged.

Bed linen and towels are provided in your accommodation, as well as a full kitchen inventory. Please see the apartment accommodation pages for more details.

All of our apartment resorts have a shop for their residents. Please check the individual resort pages for information on the goods sold and/or size of shop.

We recommend you pack the brand of baby food and powdered milk that your baby is used to, a sun hat and high protection factor sun cream, armbands, bucket and spade and a lightweight buggy for days out.

If you would like to hire a cot, please let us know at time of booking so that we can contact the resort and make the reservation for you.

Children’s activities vary at each resort. Some offer clubs run by the resorts own animation team, and some offer payable activities such as tennis lessons or horse riding. Places are limited, and some kids clubs are bookable before travel. Please check the apartment resort kids club pages for more information, and call if you wish to book a place for your child(ren).

Your apartment will be ready on most resorts from 5pm (please check when booking), and most resorts ask you to vacate your apartment by 10am. Reception can close as early as 8pm at some resorts so if you think you will arrive later than this please let the resort know in advance. You will find their contact details on your local guide, which is provided about 3-4 weeks before you travel, and will also be found on My Keycamp.

If you have booked your holiday through a travel agent you will be unable to access your holiday file. Please contact your travel agent directly if you have any queries or wish to make any amendments to your booking.

If you have made your booking directly through us please check that you are entering the correct information. If you are having difficulty with the security image, try playing the image as a sound or alternatively, select to amend the image. If this persists please contact us.

If you have made your travel arrangements through Keycamp you do not have to advise us of your ETA. If you are taking travel through Keycamp but are not going direct to the campsite and think you may arrive late, please advise us by telephone or email.

If there is no option to add a specific extra this will be because it’s not available to book on that parc.

If you have only just made a booking it can take up to 24 hours for the documents to appear.

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