Arrival & stay

Arrival & departure

• When and how do I get the PIN, key or keycard for my holiday home?

  If your holiday home has access control via a keypad, we will send you the PIN by email at least one day before your scheduled arrival. If access is by keycard you will receive this in the post at least 7 days in advance of your arrival. If you booked within 7 days of your scheduled arrival date, you can pick up the keycard at the Service point.
  

  
  

  Key
  

  If you have not received either a PIN or a keycard, your holiday home has traditional lock and key access. You can pick up your key at the Service point when you check in.
  

  
  

  Opening hours Service point
  

  Further information about check in and the Service point opening times can be found via Arrival information. To view opening hours, just enter the park name below. Once you click Continue, you will be taken to the opening hours page.

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   If you will be arriving after the Service point opening hours, please get in touch beforehand to discuss the key collection procedure.

• Is it possible to arrive on another day than is indicated online?

  You can of course always arrive after your booked arrival date. And, earlier departures are optional too, of course. In both instances the price remains the same.

  
  

  Have you arrived earlier than your booking arrival time? If so, please contact our Guest Service to discuss the options available to you.

• May I use the park facilities on the day of arrival and departure?

  Yes, on the day of arrival and on the day of departure, you may use the park facilities all day. It doesn't matter whether you're checked in, you're welcome all day.

  
  

  Parkhotel Bad Arcen

  During your stay at Parkhotel Bad Arcen, you will have free access to the Arcen Thermal Baths from 14:00 on the day of arrival. On the day of your departure, you can continue to use the Thermal Baths at no cost after check-out until 12:30 pm.

• How does licence plate recognition work at the barrier?

  At some parks, the barrier at the entrance has licence plate recognition. If this is the case, it'll be indicated in the arrival information. Upon arrival at the park, open the barrier with the PIN code you received in advance by e-mail. After opening the barrier, you are immediately checked in and can drive to your accommodation or camping pitch. During the rest of your stay, the barrier opens automatically via licence plate recognition. It is not (yet) possible to pass on your licence plate number in advance.
  

  Please note: There is a maximum number of cars allowed per accommodation. Once your licence plate has been registered, you cannot change it.

• Where can I check in if the Service point is closed?

  If you have a PIN code or key card for your holiday home, checking in will not be necessary. You can arrive at the park at any time you want.

  
  

  Don't have a PIN code or key card and do you expect to arrive when the Service point is closed? If so, please contact the Service point in advance to discuss alternative arrangements. Contact details and opening hours of the Service point can be found via Arrival information.

  
  

  Have you arrived unforeseen, after the Service point has closed? If so, use the park intercom or call the emergency number on the door of the Service point.

  
  

  Night-time is quiet time

  The hours in between 23.00 and 07.00 hrs are quiet hours on the park. During these hours you cannot drive through the park. It might be though that you arrive unforseeen during these hours. If so, please only remove essentials out of your vehicle and walk straight to your holiday home.

• Are you allowed to check in if you are not the main booker?

  Yes, if the main booker arrives later than the rest of the group, someone else is allowed to check in as well. Please inform the Service point in advance. Contact details of a park can be found via Arrival information.
  

• My key card doesn't work, what should I do?

  Sorry to hear your key card isn't working properly. As of 16.00 hrs your key card will work automatically. Have you booked an Early Check-In, and are you allowed to occupy your holiday home as of 12.00 hrs? If so, come to Service point to have your key card activated. Is it after 16.00 hrs, yet your key card isn't working? Likewise, pop into the Service point.

• At what time is my holiday accommodation available?

  The exact arrival and departure times of your chosen holiday accommodation can be found at the bottom of your accommodation's page. You can also find the times in step 1 of booking, under Your dates. These times also appear in the travel info you will receive about a week before arrival. Most holiday homes are available from 16.00 hours. Most campsites are available from 13:00 onwards.

  
  

  Early Check-In

  If you would like to check in earlier, some parks allow an Early Check-in as an optional service. This allows you to be in your holiday home as early as 12:00 (noon). You can easily book the Early Check-in via My Roompot, at Convenient under Additions. It is possible to book up to 3 weeks before arrival. Don't see the Early Check-in? Then, unfortunately, optional booking is not or no longer possible.

  
  

  Tip: it is sometimes possible to book an Early Check-in at the very last minute. Check the options in My Roompot the last 2 days prior to arrival. Don't see the Early Check-in? Then, unfortunately, early check-in is not possible.

  
  

  Facilities

  You are welcome to use the park facilities all day on the day of your arrival and departure, even before you check in and after you check out on the relevant day.  Of course, before you check in, you are welcome at the park and you can make use of all the park facilities.

• What time will my campsite be available?

  You will find the exact arrival and departure times for your chosen campsite at the bottom of the campsite's page. You can also find the times in step 1 of booking, under Your dates. These times also appear in the travel info you will receive about a week before arrival. Most campsites are available from 13:00 onwards.

• What should I do if I arrive later than anticipated?

  Traffic jams or other unexpected circumstances may delay your arrival. No problem! Take a look at the Service point opening times. If you will be arriving just before or after the Service point opening times, please call the staff so they are aware of this. They will also make arrangements with you on key collection, if applicable to your accommodation.

• At what time must I leave my holiday accommodation?

  The exact arrival and departure times of your chosen holiday accommodation can be found at the bottom of your accommodation's page. You can also find the times in step 1 of booking, under Your dates. These times also appear in the travel info you will receive about a week before arrival. Usually you have to leave the accommodation at 10 am. You do not need to vacant the camping sites until 11 am. Specific departure times for a park can be found via Arrival information. 

  
  

  Checking out

  Ready to leave? Close the door behind you, and leave the key card in the mailbox at the park exit. Do you have a key? Please drop it off at the Service point.
  

• Where can I hand in my key card or key if the Service point is closed?

  Leave your key in the mailbox at the Service point. Keycards can also be left here. Then they can be reused. Keycards are not required to be left behind. There is no need to check out, the operation of the keycards stops automatically.

• My PIN code doesn't work, what should I do?

  Sorry to hear your PIN code isn't working properly. As of 16.00 hrs your PIN code will work automatically. Is it after 16.00 hrs, yet your PIN code isn't working? Then, pop into the Service point.

• When will I know the number of my holiday accommodation?

  You will see the number of your holiday accommodation in My Roompot a week before arrival. The number is also listed on your travel information. You will receive this one week before arrival, by mail or by post. In very exceptional cases, it may happen that you end up in a different spot. If this is the case, you will always be informed accordingly.

  
  

  If you want to be sure of a specific house number, you can specify your preference when booking. You will pay a surcharge for this. Here too, the following applies: in very exceptional cases, it may happen that you end up in a different house number. Should this be the case, you will always be informed accordingly.

• Where do I find directions to the holiday park?

  You can easily navigate the route to your holiday destination using the Address & Travel Info page. Any travel tips will also be mentioned on this page. For instance, if it would be best to use a different navigation address, or book a spot on the ferry in advance. Just enter the park name below to get to the address details page.

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• Where do I find the park's contact details?

  You will find the park address and all other contact details on the Address & Travel Info page. Enter the park name below to go directly to the park's page. You can find all contact details in the app too.

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During your stay

• What can I expect to find in my holiday home?

  On the profile page for your holiday home, you will find what is included in your home, like a coffee machine, oven and such. As standard, all the holiday homes are completely equipped for the number of people the home accommodates. 

  Whether bed linen and towels are also provided, varies by type of accommodation and park. Click on the i next to the price to see what is included. Once you do the booking, you will also see all included items on the statement. Have you booked already? If bed linen and/or towels are included, it will be stated on your confirmation. You can also find what you have booked in My Roompot, for example in the payment overview.

  You can see whether there is an inventory list for your holiday home under Facilities on your holiday home's homepage. Enter the park name below. Once you click Continue, you will be taken to an overview of all the accommodation.

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• Which television channels are available in the holiday accommodations?

  Our TVs have a standard channel package. The exact channels differ per park. Do you want to know if a specific station is available? Then the Service point will be happy to help you. You will find the park contact details on the Address & Travel Info page. Enter the park name below. Once you click Continue, you will be taken to this page.

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• What types of beds can I expect to find in my holiday accommodation?

  The type of bed can vary per holiday home. There are single beds, double beds, box spring beds and bunk beds. You will find the type of bed in your holiday home under the Amenities of the holiday home. Just enter the park name below, and search for your accommodation. Most accommodations have single beds that are 90 cm wide and 200 cm long. Does your holiday home have the Extra long beds feature? Then all beds in the house have a size of 90x210 cm. One-person duvets and pillows are included in all holiday homes.
  

  A cot is a standard feature in some holiday homes. If this is the case, it will be indicated under Child-friendly. In many cases, if a cot is not available, you can book a camping cot. This is easily done via My Roompot.
  

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• Where can I find important telephone numbers during my stay?

  You can see important phone numbers of your park in our app, under Service & contact. Is your park not in the app? Ask the Service point for the phone numbers. On some parks, there is a list of all the important phone numbers hanging outside at the Service point.
  

• Where can I find the manuals for the devices and equipment in my holiday home?

  You will find all the available manuals in our app. Look for the right park in the app, then click on More. Then click on In and around the house, and then on Manuals. Often, you can also find the manuals in the info folder in your accommodation. If an info folder is not available, the Service point can print the manuals for you, if you like.
  

  Do you need a manual? Feel free to pass it on. Remember to mention in which type of holiday home and at which park you are staying. Thus, we can improve the available information thanks to your help.

• Is free Wi-Fi available in my holiday accommodation?

  This varies per park and per holiday home. You can find out whether there is free Wi-Fi under Facilities on your park and/or your holiday accommodation's page. Enter the park name to go directly to the park's page.

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  Free Wi-Fi is available at most parks. You often do have to log in, though. In many cases, the Wi-Fi code can be found on a kitchen cabinet or on the television's home screen. We always mention where you can find the code in the app. If you stay on the campgrounds, you can request the Wi-Fi network code at the Service Point. Sometimes you do have to pay for Wi-Fi. Costs vary per park.
  

• Do all of the holiday accommodations have parking spaces?

  No, some parks are traffic-free or have traffic-free zones. To see the parking options for your holiday home, look under Amenities on your accommodation page. Parking is available by or near to your holiday home. Near to your holiday home means you will be able to park on the park's central parking lot.

  
  

  No parking spaces by your holiday home, or expecting visitors? Cars can usually be parked free of charge in the park's central parking lot. More parking information for your park can be found via Arrival information.

  
  

  Electric cars

  Would you like to know if the park has charging stations for electric cars? Look under Facilities on your park's web page or on the park map.

  
  

  Disabled parking

  Do you have a disabled parking badge? If so, where possible, you can park by your holiday home.

• Can I bring my pet on holiday?

  Yes, in most cases. Your dog, cat or one of these caged pets is welcome at our holiday parks and campsites: rabbit, hamster, guinea pig, ferret, bird, mouse or rat. Reptiles are not permitted.

  
  

  You can bring 1 or 2 pets in a part of our holiday homes. If it says Pets are welcome under the Amenities of your desired holiday home, it's okay. You can find these stays by checking 1 or 2 Pet(s) under Travel party at the top of your screen in the Search & Book.

  
  

  Always indicate that you are bringing a pet when booking. With an online booking you do this in Step 1, Your travel party. Please contact our Guest Service to sign up for other pets or service dogs.

  
  

  Do you want to add a pet to your travel group after booking? Please inform the Guest Service. They will help you look at the possibilities.
  

• May I take my pet with me to another country?

  Within the European Union, certain rules apply when travelling with pets. Every pet must have a European pet passport, and a valid rabies vaccination. This vaccination must be administered at least 21 days before departure. The pet must also be identifiable via a chip or tattoo. For certain dog breeds, additional rules apply in certain countries. For example, some dog breeds are not allowed in France. In Italy, a muzzle is often mandatory in public areas. So brush up on the rules applicable at your holiday destination in advance. Please also take into account the rules of countries you travel through on your way to your final destination.
  

  Does it says Pets are welcome under the Amenities of your desired holiday home? And do you comply with the above rules? Then you can take your pet with you to your foreign holiday destination. Always indicate that you are bringing a pet when booking. With an online booking you do this in Step 1, Your Travel Group. To register pets other than a dog, cat or ferret or for assistance dogs, please contact our Guest Service.

  
  

  Do you want to add a pet to your travel group after booking? Please inform the Guest Service. They will help you look at the possibilities.

• How many dogs or other pets are allowed in my holiday accommodation?

  The number of dogs or other pets allowed in most holiday homes is 1 or 2. Contact the Service point if you want to be sure how many pets are allowed in your preferred holiday home. Contact details of a park can be found via Arrival information.

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• What are the additional expenses for bringing a pet?

  For dogs and cats, you pay a surcharge per animal, per night. You don't have to pay a surcharge for other caged pets such as a bird, guinea pig, ferret, rat, mouse, or hamsters.

  
  

  A complete cleaning is required for all animals, unless it is already included as standard in the price of your stay. If you are taking advantage of a promotion where the final cleaning is offered at an extra discount, you will pay the original amount of the final cleaning.

  
  

  The amount of the pet surcharge and final cleaning fee depends on the park. You'll find these prices in your price summary when booking. You may bring a maximum of 2 pets per campsite to our campgrounds. At the campgrounds, you will pay a nightly surcharge for each pet.
  

• What is the maximum number of guests in my holiday accommodation?

  To ensure the safety and comfort of guests, a maximum number of people are allowed to stay in each holiday home. This number appears on your holiday home page at the top with the photo.

  
  

  In some holiday homes, you can include 1 or 2 babies (0 to 2 years) in addition to the maximum number of people. You will then pay tourist tax for the babies. Please tell us if you have an extra one or two babies when you book. Not all holiday homes have space for an extra cot.

• The number of guests will change during my stay. What should I do?

  Are more people staying over? Please inform the Service point and pay directly for their stay. For guests you only have to pay the standard tourist tax. If there are other compulsory charges, such as bed linen, you will also need to pay this for your guests.
  

  No more people may stay overnight than the number for which your holiday accommodation is suitable. Are fewer people staying over than you booked for? Please report this to the Service point during check-out. Overpayments will be refunded within 7 days.

• May I barbecue during my stay?

  You can have a barbecue at all our holiday parks and campsites. Of course, only outside at your own holiday home, and with a bucket of water at hand. Open fires are prohibited in thatched roofed holiday accommodations. However, an electric BBQ is permitted. This also applies to some parks in the woods. If in doubt, ask at the Service point. Barbecuing is not allowed on the balcony of a hotel room or apartment.

  
  During extreme drought or strong winds, a holiday park or campsite may temporarily decide not to allow barbecuing.

• May I receive visitors during my stay?

  Yes, with pleasure! Don't forget to register your visitors at the Service point beforehand.

  
  Staying over is also allowed, as long as there aren't more people staying over than the number for which your holiday accommodation is intended. For guests you only have to pay the standard tourist tax. If there are other compulsory charges, such as bed linen, you will also need to pay this for your guests.

• Can I rent a barbecue?

  You can rent a barbecue at some parks. Please contact the Service point to see if this is possible at your park. The phone number can be found on the Address & Travel Info page. Enter the park name below. Once you click Continue, you will be taken to this page.

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  Barbecue package

  Many of our holiday parks offer barbecue packages. In addition to meat, salads and baguettes, it also includes a disposable barbecue. It couldn't be easier! You can book a barbecue package on My Roompot, up to a day before arrival. During your holiday, you can do so at the Service point. But be on time, barbecue packages can only be ordered up to a day before use.

• Is the use of a fire pit allowed?

  The rules on the use of a fire pit vary from one park to another. The park Service point will be happy to tell you more about this. In extreme weather conditions, like drought or high winds, rules on the use of a fire pit may vary.

• I feel like doing a gourmet during my stay. Is that possible?

  Yes, with your own gourmet set or (even more convenient) with a gourmet package that you can book in advance via My Roompot. With this package, in addition to all kinds of goodies to eat, you get a gourmet set on loan. Enter the park name in the field below. If your park appears in the grey bar, you can order a gourmet package at this park. If it says no results, this is not possible at your park.

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• Does my holiday home have air conditioning?

  You can find out what is present in your stay on your holiday home's page. You can see if there is air conditioning in your holiday accommodation under the General heading under Facilities. The manuals of the available devices can be found in the app.

• Can I add a camping cot?

  At many parks, you can book a camping cot as an extra. You can often book a sheet package for the cot too. You can do this during booking in step 2 under Extras. Would you like to add a cot afterwards? You can do so at the latest until 1 day before arrival, through My Roompot. You can find the credit options for children's products at Handy under Extras.

  Good to know: there isn't an extra mattress at most parks. If you want to be sure, please contact the Service point.
  

• How many amps are available on my campsite?

  The electricity connection varies by type of campsite and by park. The campsite page always indicates how many amps are available. Usually, this is 6 or 10 amps.

  
  

  To view the campsites, just enter the park name below. Once you click Continue, you will be taken to an overview of all the accommodation. If you don't see any results, then the park has no campsites.

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Digital key

• Can I open my accommodation with the digital key?

  The digital key is currently available at a limited number of parks. Check your arrival information e-mail to see whether the digital key is available for your accommodation. You will receive this approximately 1 week before arrival. The person who booked the holiday can use the digital key via the Roompot app. You'll need to log in with My Roompot in order to do this. It's also possible to share the digital key with the rest of the travel group.
  

  Would you rather not use the digital key? No problem, you can always use the PIN code, which you'll receive in the same e-mail.

• How do I use the digital key?

  Make sure you are logged into the app with the account you used when booking and are at the door of your holiday accommodation. On the app home screen, you will see an orange button to open the door. You can also press the key icon at the top of the screen. Make sure you have an internet connection and that Bluetooth and location service are enabled. If you miss a setting, the app will ask you to activate the feature.

  
  

  Swipe to unlock the door. The door is unlocked as soon as you hear a short beep. You may also hear the lock mechanism unlocking. After 10 seconds, the door will lock again automatically.

• I can't manage to open the door using the digital key, what should I do now?

  It's a pity that the door cannot be opened using the app. You can also open the door with the PIN. You can also access the PIN using the digital key. Please note that the digital key is only visible from check-in time. The PIN also works only from this time. You will receive the PIN by e-mail at the latest 1 day before arrival. This e-mail also notes the check-in and check-out times.

• Can I share the digital key with my travel group?

  Yes, you can share the digital key. The digital key is available in the main booker's My Roompot account, and works in the Roompot App. You will find the option to share directly below the option to open the door. The shared key is a link that you can forward via a message. Remember that whoever you share the key with can open the door to your accommodation. So don't share it with just anyone!

• Is it safe to open the door using the app?

  Yes, it is safe to open the door using the app. You can only open the door of your cottage using your account. So you don't have to worry that someone else can enter your cottage using the Roompot app.

• How do I lock the door again?

  If you close the door properly, it always locks automatically after 10 seconds. You can then open it again using either the digital key in the app or using the PIN. Even when using the PIN, the door will lock again after 10 seconds.

• I don't have an internet bundle on my mobile, what can I do?

  No problem, we offer free Wi-Fi at many of our parks. So you can use the digital key after all!

• When using the digital key, I keep on seeing my PIN. What is wrong?

  To use the digital key, the app checks that all settings are in order. Bluetooth must be enabled. In addition, the app uses the location facility. If any of the settings are incorrect, you will automatically be shown your PIN.
  

  If you are using an iPhone, the app will only ask you once for permission to use the location facility. You may have rejected it then. We recommend checking your settings and trying again. Go to Settings, click on Privacy and Security, then on the Location Facility. Check whether the location facility is on and whether you have given the Roompot App permission in the list below this setting.