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New cancellation policies:
FLEXI is SMART

The safety and the peace of mind of our guest is our priority. To meet the demands of the families that have booked their holidays in our resort and are still unsure about going on holiday or momentarily postponing their travel we have decided to suspend all cancellation penalties for the stays booked until April 30th, 2020.

What does this mean? For all stays booked until April 30th, 2020 it is possible to cancel until 3 days before arrival without penalties and in case of cancellation within 3 days before arrival date it is possible to change the dates of the reservation to a new date (before November 1st, 2020) without losing the down payment. If you decide not to cancel the reservation and instead postpone the stay to a new date, we will reward your loyalty with an additional 5% discount on the reservation (discount applies only to room rate, not to additional extras).

FAQ

Cancellation

Q: I have booked a stay for my family before April 30th and I have already paid my down payment: will I get a refund in case I decide to cancel?
A: Yes, we kindly ask you to send an email with the cancellation of the reservation to serenella@camping-serenella.it with the cancellation request (stating reservation number and name of the reservation holder) and the details of the bank account you wish to receive the refund on (account holder, bank, subsidiary, IBAN, SWIFT). As an alternative it is also possible to move the reservation to a new date, without losing the down payment and getting an additional 5% discount on the price of the new stay!

Q: I have booked my stay in your resort for the month of April paying a down payment. For the moment I could cancel without penalties but if I can make it I would like to come. I will be able to take my final decision only a few days before arrival: what do you suggest me to do?
 A: To facilitate our guests we have decided to suspend all cancellation penalties for the stays until April 30th, 2020. Therefore, we suggest you to wait and not cancel the booking for the moment. You will still have time to do it until 3 days before arrival.

Q: I have booked my stay for summer 2020 for my family but due to the current international situation I am not sure if we will want to travel at that date. What do you suggest me to do in order not to risk losing my down payment?
 A: According to our cancellation policies the guest has the right to a refund of the down payment in case the cancellation is sent at least 30 days before the due arrival date. Therefore, until 30 days before arrival the reservation can be cancelled without penalties getting a refund of the down payment.

Q: I have booked my stay for May 2020 at your Resort: will I have the right to cancel anytime without penalties?
 A: For the moment, being confident that the situation will soon settle going back to normal, we have suspended our cancellation policies until April 30th, 2020. This means that for stays from May 1st our standard cancellation policies apply. On the contrary, the option to move the reservation to a different date without losing the down payment applies to the whole season, including the chance to get a 5% discount on the new price of the stay.

Q: I have booked my stay for at your Resort through a tour operator and I would like to cancel my reservation: how should I do?
 A: We kindly ask you to contact the tour operator / online portal you have made the booking with, which will get in touch with us for the cancellation. For the cancellation penalties you will have to refer to the cancellation penalties applied by your tour operator. From our side we will maintain our policy of suspending all cancellation policies for the stays before April 30th, 2020.

Date change

Q: I have a reservation which I have already confirmed with down payment and I would like to take advantage of the possibility of free date change. How should I do?
 A: We kindly ask you to send an email to serenella@camping-serenella.it with the date change request stating reservation number, name of the reservation holder and new requested dates. We will transfer the amount of the down payment to the new reservation adding a 5% discount on the new price of the stay.

Q: I would like to take advantage of the possibility of free date change but I am still not sure when I will be able to go on holiday: how can I do?
 A: We kindly ask you to send an email to serenella@camping-serenella.it with the date change request stating reservation number, name of the reservation holder and the approximate period you would like to come. The date can be subsequently specified (based also on our availability) without losing the down payment and adding a 5% discount on the new price of the stay.

Q: I would like to request a date change for a different length of stay: is it possible?
 A: Of course, you can change dates and modify the length of your stay. However, in case the down payment should exceed the price of the new booked stay, no refund will be possible.

Force majeure

Q: What are the reasons of force majeure that would imply free cancellation regardless of the cancellation conditions of the Resort?
A: At the moment the only reasons of force majeure are:
  • Cancellation of school groups ordered by the relevant government / education ministry.
  • Cancellation of the reservation by people in quarantine (evidence must be given presenting medical reports and copy of the ordinance issued by the competent health authorities.
  • Cancellation of the reservation by people resident in areas where a restraining order has been given to travel from/to the area.

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Camping Serenella - 37011 Bardolino (Vr) - Tel. +39 045 7211333 Fax +39 045 7211552 - E-mail: serenella@camping-serenella.it Privacy Policy - P.Iva 01275510236
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