faq

Frequently asked questions

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Included services and activities

Included in your booking you will have:

• Final cleaning, courtesy kit, bed linen and set of towels for each guest*;
• Entry to the water park, playground and all other common areas;
• Mini-train journeys within the village;
• The use of WiFi;
• The entertainment activities of our hu Team: mini-club, sports tournaments, evening shows and much more.

*extra charge requested for changing sheets and towels

Pets are allowed in all our villages, as long as you follow these precautions:
• All animals must comply with veterinary health regulations, as proven by the vaccination booklet;
• All animals must be kept in such a way as not to cause a nuisance or damage to other guests or things in the village;
• Animals of large size or of breeds considered dangerous are allowed only if agreed in advance with management;
• The owner bears full responsibility if the animal causes injury to other people or damage to property;
• Dogs must always be kept on a lead and may not enter the pool area, sports areas, playgrounds or restaurants;
• Booking with pets includes a mandatory final cleaning cost of € 35.00 for stays of up to two nights and of € 70.00 for stays of three nights for all accommodations.

If you'll be travelling with your pet, let us know at the time of booking and please bring your documents and vaccination certificates with you.

Yes you can, except during the high season months and only if the occupation rate allows it, upon payment of the daily entrance fee (adult € 15, child € 10). It is necessary to call the reception on +39 045 2373540 to check availability before going to the Village.

The village is open from 20 April 2024 to 22 September 2024.

You can check in from 4 pm onwards.

Even if you arrive outside opening hours, our staff will be there to check you in.

To check-in online before your arrival, follow the wizard at this link : enter the booking number, which you'll find in the confirmation email, and then enter your arrival and departure dates. Fill in your details and then the details of the people who will be travelling with you. On completion of the check-in process, you will receive a confirmation email.

Check-out hours

You will have to leave your accommodation and check out at reception by 10:00 am.

If you plan to check out outside the scheduled time, please come to reception the night before to check prices and availability.

Documents for the check-in

For European citizens, all you need is your national ID card. Non-EU citizens need to show their passports - this also applies to children. ID must be presented in the original (neither photos nor copies will be accepted) and the document must be valid.

If you'll be travelling with your pet, let us know at the time of booking and please bring your documents and vaccination certificates with you.

Entry into the village is allowed from 10:00 am on the day of arrival and you can enjoy all the services, while check-in with key handover takes place from 4 pm onwards.

Getting to the village

How to reach the village by car
You can reach us directly by car by entering your starting point directly at this link

• How to reach the village from 'Valerio Catullo' Verona airport
You can take bus line 482 directly from the airport to the "Salionze - Bivio Diga" stop, which is right next to the village. Alternatively, you can request a taxi transfer by sending an e-mail to [email protected] at least 48 h in advance.

• How to reach the village from Milan Malpensa airport
Take the train to Milano centrale directly from the airport, once at the central station take the train to Peschiera. From here you can take bus line 482 directly from the station to the stop "Salionze - Bivio Diga", which is right next to the village. Alternatively, you can request a taxi transfer by sending an e-mail to [email protected] at least 48 h in advance.

• How to reach the village from 'Orio al Serio’ Bergamo airport
From the airport there is a shuttle bus that takes you to the Bergamo train station, then take the train to Peschiera. From here you can take bus line 482 directly from the station to the "Salionze - Bivio Diga" stop, which is right next to the village. Alternatively, you can request a taxi transfer by sending an e-mail to [email protected] at least 48 h in advance.

• How to reach the village from Peschiera Station
You can take bus line 482 directly from Peschiera station to the "Salionze - Bivio Diga" stop, which is right next to the village. Alternatively, you can request a taxi transfer by sending an e-mail to [email protected] at least 48 h in advance.

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You can book your holiday with us

• On the website www.altomincio.huopenair.com
• By calling +39 0550298080
• By e-mail using the appropriate form at the link

When booking, you'll be asked to indicate which dates you want to stay. Depending on your method of contact, we'll check the availability of the requested accommodation and give you a price as soon as possible. In case of unavailability, we'll offer you alternatives to consider.

You can visit our Experiences website and choose the one that best suits you. Otherwise, once in the village, you can go directly to the Infopoint or consult the dedicated section in our web app.

You can choose between:
• Credit Card (Visa, Mastercard, Visa Electron)
• Bank transfer

In case of non-refundable fees:
• PayPal
• Scalapay

At the time of booking, you'll need to pay a deposit of 30% of the total cost.
If your arrival date is less than 30 days from the date you're making the booking, we'll ask you to pay for your holiday in full.

When booking, you can also reserve the following extra services:
• Baby set
• Cleaning during the stay

Payment of the balance (70% of the total cost of the booking) will be requested within 30 days before you arrive at the village. Payment should be made by cash transfer or credit card.
If your arrival date is less than 30 days from the date you're making the booking, we'll ask you to pay for your holiday in full.

If you have booked with the Relax rate, insurance is included in the price. If your reason for cancellation (see here) is covered by the insurance, you can reclaim the cancellation fee, if charged.

If you decide to cancel your booking, you will be charged the following penalties:

• 30% of the total cost of the booking for cancellations made more than 30 days before the check-in date;
• 50% of the total cost of the booking for cancellations made between 29 and 15 days before the check-in date;
• 75% of the total cost of the booking for cancellations made between 14 and 7 days before the check-in date;
• 90% of the total cost of the booking for cancellations made between 6 and 3 days before the check-in date;
• 100% of the total cost of the booking for cancellations made 2 days or less, before the check-in date.

Remember:
• In the event of cancellation and/or change of trip, you must file a complaint within 3 days of the cause of the cancellation, but no later than the date of commencement of the trip.
• The reservation must be cancelled in writing by sending an email to our booking office via this form.

Once the required deposit has been paid and the booking confirmation has been received, depending on availability you can change the arrival/departure dates at no additional cost, by sending an email to our booking office via this form.

However, please remember that the booking can no longer be changed once the full balance has been paid. If necessary, we will have to apply the cancellation procedure and charge the cancellation fee and then make a new booking for the requested dates.

We've got the best solutions for your group holiday. Send us an email or fill out the form.

The tourist tax may vary up to € 2.00 per day.

The following are exempt from payment

• Children under 14 years of age;
• Patients undergoing treatment at local facilities and their accompanying person;
• Disabled persons with a certificate;
• Bus drivers of groups organised by travel agencies;
• Police officers staying overnight for service requirements.

When requesting your booking in the appropriate field, you can express a preferred position for your mobile holiday home, or ask to stay near other family groups.
We remind you that we cannot guarantee a specific location but we will do our best to satisfy all requests.

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For guests with physical impairments, we have accommodation with easy access and approved for accessibility:
hu stay easy XL River
hu stay Smart

You'll be provided with a set of linen for each bed and a set of towels per person, consisting of a small face towel and a shower towel.

Bed linen is included in the total price and will be changed weekly on request. Please tell us the exact number of adults and children in your group, so that our staff can prepare the linen before your arrival.

Set of towels and sheets

If necessary, you can hire extra bedlinen from Reception:
• Additional towel set, apart from the first supply (€ 4.00)

The costs of extra linen sets are as follows:
• Single linen set additional to the first supply (€ 4.00)
• Double linen set additional to the first supply (€ 8.00)

Safe in the accomodation

A safe is only available in the following accommodations:

• hu stay Easy L plus
• hu stay Premium L
• hu stay Excellence
• hu stay Excellence XL
• hu glamp
• hu room

It is however possible to rent a safe at reception for € 1 per day.

The sockets in all types of accommodation are of the Schuko type. The voltage of the mobile home is 220 V.

Baby set

The babyset, which includes a high chair, baby bathtub and cot, can be hired at the time of booking at a cost of €6.00 per day or directly in the village with payment to be made at reception.

In order to guarantee the availability of the set, we recommend that you purchase it when you book online. It is not possible to supply individual items but only the complete set.

A gas barbecue is included in the price and is present in all our accommodation. Inside the village it is only possible to barbecue with gas cookers connected to the system, it is not possible to use charcoal barbecues or barbecues connected to gas cylinders.

Air conditioning is present inside all our accommodation and also works as a heat pump. The use of air conditioning is free of charge.

Extra cleaning

Extra cleaning is possible on request during your stay, at a cost of 30.00€

Final cleaning

Final cleaning is included for guests who book directly on our website. The accommodation must be left clean, tidy and without rubbish bags.
If animals are present, extra final cleaning is compulsory and costs € 35.00 for stays of up to 2 nights, € 70.00 for stays of 3 nights and more.

Cleaning with pet

If animals are present the extra final cleaning is obligatory and is € 35.00 for stays up to 2 nights, € 70.00 for stays from 3 nights onwards.

The Village is totally pedestrianised to preserve the safety of children and the surrounding nature.

You can park your car free of charge in the designated areas located in various parts of the Village, a luggage transport service is guaranteed during check-in and check-out with our golf cars and little train, operating 7/7.

Yes, electricity and gas consumption are included in the price.

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Welcome to hu Altomincio village

With the aim of guaranteeing everyone a peaceful and respectful coexistence within the village, we ask you to take a few minutes to read our rules, which are posted at the entrance to the village and available on various digital channels (website, web app, email, online check-in).

By accessing the village, you automatically accept these rules without reservation.

On arrival

• All guests - including children - are required to present ID upon arrival, for checking and registration purposes. This is a legal requirement.
• Guests must check the registration document for accuracy, report any discrepancies to Management, and report any changes to their party such as the arrival or early departure of members of their group.
• On arrival, each guest will be given an identifcation wristband, which must be worn for the duration of their stay, shown at the request of the security sta and returned on departure.
• The tourist tax must be paid on arrival in cash or by electronic support.
• The accommodation will be available on the day of arrival from 4.00 pm onwards.
• Late arrival of a maximum of 24 hours is permitted, after which the reservation will be cancelled.
• The management reserves the right of admission, retention and removal.

On departure

• On the day of departure mobile homes must be vacated by 10.00 am. For departures after 10 am, an additional day’s stay will be charged.
• Guests who leave early will still be charged for all the days of their booking.
• On departure, you must hand your keys, car passes and wristbands to Reception, and settle any extra payments.

Minors

• Minors are only permitted to access the holiday village if they are accompanied by an adult who is legally responsible for them and accepts responsibility for their behaviour towards Management and other guests.

Visitors

• Management may at its discretion allow the entry of day visitors and guests, if compatible with the running of the Village.
• Visitors are required to show ID, pay the fee indicated in the “camping price list”.
• A wristband will be provided that must be worn for the duration of the stay in the Village.
• Entry is only permitted on foot before 7 pm, and guests must leave the Village by 11 pm.

Internal road traffic

• With private vehicles is not allowed in the village, access to parking with cars and motorcycles is allowed after registration of the license plate. The car pass delivered on arrival must be displayed on the vehicle in a visible way for the duration of the stay in the Village.
• Parking of vehicles is permitted in the spaces indicated by Management. The safety regulations require a maximum speed of 5 km/h (walking pace). Visitors are kindly asked to use their cars only to enter and exit the Village.
• Car parks are not guarded, please do not leave valuables in the vehicles, the management is not liable for any theft or damage.

Pets

• Pets are permitted. However, the acceptance of large dogs or breeds considered to be high-risk must be agreed with Management.
• Dogs must be kept on a lead. Owners are responsible for any damage caused by their pets.
• Pets are strictly forbidden from entering swimming pools (except in the area dedicated to them), restaurant, sports areas and playgrounds.

Accommodation units

• The accommodation units are available from 4.00 p.m. and must be vacated by 10 a.m. on the day of departure.
• Guests are not permitted to remain in the Village after Check-out time, except in special circumstances or seasonal periods.
• No tents, tarpaulins, fences or other structures may be erected between the units.
• All units are provided with sheets. Linen will only be changed on request, by contacting Reception, excluding Saturdays and Sundays.
• For the sake of the environment, please use the air conditioning only when you are present in the units, with doors and windows closed.
• On departure, the unit must be left clean and tidy, free of rubbish and with clean kitchenware. Otherwise, a cleaning fee will be charged together with the cost of replacing any broken or missing items.

Guest behaviour and quiet hours

• Any behaviour, activities, games or equipment that may cause a disturbance to other guests must be avoided. Respect for all guests is mandatory even in the afternoon break from 1 pm to 3 pm.
• Silence must be observed from 11 pm to 7 am. Respect for all guests is mandatory even in the afternoon break from 1 pm to 3 pm.
• Guests are required to respect the plants and landscaped areas, hygiene and cleanliness of the Village.
• The village and all guests are obliged to separate waste. Please use the special coloured bins with care and precision.
• The use of unsupervised naked flames (candles, citronella, charcoal, torches etc.) is prohibited.
• Gas or electric barbecues are permitted, provided they are positioned at least 1.5 metres away.

Medical office

• The Village has a Medical Oce. The service is provided for a fee (rates shown). For outpatient treatment, the doctor is available at the times indicated.
• Infectious diseases, or diseases suspected of being infectious, must be reported immediately to the doctor or to Management.

Responsability

• Whilst guaranteeing the continuous surveillance of the Village, Management accepts no responsibility for the loss of valuables and/or personal items from the accommodation, vehicles or any other location inside or outside the premises.The car parks are not guarded, please do not leave valuables in the vehicles, the management is not responsible for any theft or damage. Guests are obliged to take care of their belongings. Management cannot be held responsible for any theft or damage.
• Subject to its public liability cover, Management is not liable for damage caused by other guests, vandalism, atmospheric events, natural disasters, falling trees, branches or pine cones, !re, insects, epidemics or disease.
• Due to the nature of the Village and its setting, there is natural unevenness in the terrain. Management declines all responsibility for any incident resulting from these circumstances.
• Management may require anyone who does not respect these Regulations to leave the Village.
• Any complaints and grievances must be promptly reported to Reception.

Emergencies

1) Call the SINGLE EMERGENCY NUMBER 112 to contact the ambulance, police, fire brigade or other authorities.
2) Immediately afterwards, NOTIFY RECEPTION on +39 324 0439690, that you have called the emergency services. We need to be informed as soon as possible to coordinate the emergency response!

Useful numbers

Reception: +39 045 23 73 540
Night Guardian: +39 3400004658
Email: [email protected]

How does check-out work

To check out, you need to report to Reception by 10 am and click on the "Checkout" button on the totem, then wait to be called. Once at the counter, you will have to hand in the keys to your accommodation, along with the car pass.

Check out after hours

You will have to leave your accommodation and check out at reception by 10:00 am.

If you plan to check out after the scheduled time, please come to reception the night before to check prices and availability.

Services on departure day

You are allowed to stay in the village until 10:00 a.m. on the day of your departure.

If you wish to stay later than 10:00 a.m., you can make a request at reception when you check out, and, if available, you will be able to use all the facilities until the evening, subject to payment of the daily entrance fee (adult € 15, child € 10).

Wi-fi

Wi-fi is available from hotspots in the restaurants, near the reception, at the Infopoint and around the swimming pools.

ATM

You can pay by debit card at all points of sale. Inside the Village there is a cash machine next to the Take away.

3249891294

If you have booked directly with hu opeanair, in case you need assistance during your stay with accommodation maintenance, additional cleaning in the cottage or change of linen and extra services, you can write a message on our dedicated whatsapp channel.

Remember to indicate your name, surname, booking number and accommodation number. You will also find a dedicated QR code in your cottage and in the communal bathrooms.

• If you have booked with a tour operator, drop by reception for assistance.

• For emergencies (ambulance, police, rescue), call 112 and immediately alert the reception on +39 324 0439690.

Security staff

Our security staff will always be present at the entrance to check your identity and allow you into the Village. Security officers also patrol the Village at night to ensure safety and prevent any disturbances.

Pool Surveillance
All pools are supervised by lifeguards during public opening hours. However, we recommend that you always keep an eye on your children.

The Village is totally pedestrianised to preserve the safety of children and the surrounding nature.

You can park your car free of charge in the designated areas located in various parts of the Village, a luggage transport service is guaranteed during check-in and check-out with our golf cars and little train, operating 7/7.

Electric car charging

Yes, a charging station for electric cars is available next to the reception.

If you have booked directly with hu opeanair, in case you need assistance during your stay with accommodation maintenance, additional cleaning in the cottage or change of linen and extra services, you can write a message on our dedicated whatsapp channel.

Remember to indicate your name, surname, booking number and accommodation number. You will also find a dedicated QR code in your cottage and in the communal bathrooms.

If you have booked with a tour operator, drop by reception for assistance.

112

1) Call the UNIQUE EMERGENCY NUMBER 112 for ambulance, police, fire brigade or other authorities.

2) Immediately afterwards, please NOTIFY THE RECEPTION of the arrival of emergency services, using the number +39 324 0439690: we must be informed as soon as possible to coordinate the response.

Medical assistance

There is a private medical service in the Village, available at specific times or on request for a fee.

For details and appointments, please go to the Infopoint.

Baby sitting service

There is no baby sitting service at the Village, but our entertainment team offers activities for children from 4 years of age.

Laundry

There are two laundries in the village with self-service washing machines and dryers open 24 hours a day, at a cost of € 5.00 for the washing machine and € 4.50 for the dryer.

Children activities

In the village you will find many activities to meet the needs of each guest: sports tournaments, group dances, fitness, music, creative games for the little ones.

Children under the age of 4 can only participate if a parent or responsible adult is present.

All animation activities are included in your stay. Find out more in our dedicated section.

Daily entrance

Yes you can, except during the high season months and only if the occupation rate allows it, upon payment of the daily entrance fee (adult € 15, child € 10).

It is necessary to call the reception on +39 045 2373540 to check availability before going to the Village.

Reception services

You can contact the reception for the following services:

• Check-in and check-out, customer assistance, early check-out or extension of stay
• Reporting technical problems and maintenance
• Map of the village, delivery of identification bracelet, car access PASS
• General information about tours
• Rental of linen, towels and kettles
• Luggage storage, lost property

Reception opening hours

The reception is open 24 hours a day.

The water park is open daily from April to September, depending on weather conditions.

Quiet hours

The village respects a quiet time from 23:00 to 07:00. During these hours it is not possible to make noisy activities and, in general, disturb other guests.

Yes, all services, food areas and the solarium of the water park guarantee access to everyone.

Yes, inside the village you will find a sports area with five-a-side football and beach volleyball fields, an area with table tennis tables, and a games room.

For a fee you can also use additional services such as: the mini-golf area, bike rental, kart rental and the adventure park with tree trail, net experience and zip-line across the pool.

Local travel service

It is possible to take bus line 482 which connects the village to Peschiera del Garda station.

Alternatively, a taxi service is available to and from Peschiera station, Verona airport and nearby attractions. For information and prices please email [email protected] at least 48 h in advance.

Move around the Village

You can use our little train, which connects the Contrada di Montagna with Reception and the Water Park, free of charge.

Departure: every 10 minutes

In addition, hu Altomincio Village offers a free golf car service from 08:00 to 23:00, available to all guests during their check-in and check-out.

You can book the service in advance by contacting reception, the infopoint or by sending a whatsapp message to + 39 324 989 1294.

Infopoint services

You can contact the Infopoint for the following services:

• Tourist information about the surroundings, tour and activity bookings
• Booking service for museum visits and events
• Rental of buggies
• Bicycle, scooter, car rental
• Transfers to station, airports, shuttle
• Minigolf set
• Animation programme

The Infopoint is open daily, from morning to evening.

Within the village you can find food points to suit all tastes.

• Altomincio Restaurant
Tasty cuisine with Italian and international dishes, meat, fish and pizzas.

• Takeaway
Lasagne, chicken, pizzas, burgers, tasty fried food and fresh salads to take away to your accommodation.

• Terrace Bar
Cocktails, soft drinks, beers and wines with a magnificent view of the pools.

• Froggy Bar
Breakfasts, coffee, snacks, sandwiches, fruit salads, cocktails, wine and beer.

• Bar Diga
A great start to the day with a coffee or soft drink.

• Froggy fast food
Hamburgers, sandwiches, hot dogs, mixed fried food and pizza by the slice.

• Ice cream parlour
Excellent home-made ice cream, yoghurt, semi-cold cakes and milk shakes.

• Restaurant:
Open for dinner

• Take away:
Open for dinner (mid- and low season) | lunch and dinner (high season)

• Froggy Fast Food:
Open for lunch

• Terrace Bar:
Open morning to evening

• Bar Froggy:
Open morning to evening

• Bar Diga:
Open in the morning (every day) | in the afternoon (every Saturday)

• Ice Cream Parlour:
Open in the evening

Inside the Village you will find:

• Market
Ready-made recipes at the deli counter, fresh bread, vegetables and fruit and everything you need for personal hygiene, as well as international newspapers and magazines.

• Shop
Clothing, toys, inflatables and many gadgets to take home.

• Candy shop
To sweeten your holiday, you can choose from a wide range of candies, chocolates, candy floss and bubble tea for all tastes.

• Market
Open in the morning and afternoon

• Shop
Open mornings and afternoons

• Candy shop
Open in the evening (mid and low season) | all day (high season)

Sunbeds reservation

No, sunbeds in the pool cannot be reserved. When you leave the water park, don't keep them occupied: take your towels away and help us give those who come after you a good experience too.

Intolerances menu

In the village there is a gluten-free menu and vegetarian dishes for all palates.

Our staff will be available for any doubts.

Extend the stay

This is possible depending on the availability of the village at that time. Go to reception the evening before your scheduled departure to request an extension and to check prices and availability.

Waste collection

For the hu Altomincio Village, respect for the environment and nature comes first.

You too can help us by sorting your waste during your holiday, by following a few small precautions:

Inside the village you will find several ecological areas and waste bins. All waste must be placed in the appropriate container, following the instructions on it. You will also find all waste collection points on the paper map and online.

For full details of proper waste collection click here.

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To cancel your stay, please send a request to the Village where you booked by filling in the appropriate form.

Our staff will provide you with the necessary assistance, explaining all the options for cancellation and information about penalties according to the cancellation conditions in the contract.

If you have booked with the Relax rate, Europ Assistance insurance is included in the price: once the cancellation has been confirmed with the Village, you'll receive a statement confirming the cancellation fee payable.

Claim the insurance

You can claim on the insurance if your cancellation is due to sudden events, or certifiable causes that could not have been foreseen at the time of booking > Art.27 Exclusions. For more information click here

You can also claim a reimbursement if your trip has to be cancelled due to a positive Covid-19 test (verified by a rapid or molecular swab with positive result) or certified quarantine.

The coverage is valid for the insured person and/or their cohabiting family members and/or travel companions, whose details were given at the time of booking.

With Europ Assistance you can benefit from full coverage before and during your trip. You are covered for cancellation of your holiday, healthcare and reimbursement of medical expenses from the date of departure to the date of return, vehicle assistance and changes to your holiday for days paid for and not used. To claim on the insurance policy, you will need to contact the Europ Assistance operations centre directly. Full details can be found in the Manual.

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You can make a complaint through our website by clicking here.

We will reply to you as soon as possible.

Items found within the accommodation and in the village will be delivered to the lost and found at reception. Please send an e-mail to [email protected] to make a lost property report.

If the item is found, you will be contacted and it will be sent back to the given address. Shipping will be paid for by the recipient.

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