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Camper Van RENTAL FAQs
Campervantastic Ltd Statement on Coronavirus (COVID-19)
CAMPSITES ARE OPEN
PLEASE CHECK YOUR SITE AS RULES VARY DEPENDING ON DIFFERENT FACTORS.
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THE CAMPING AND CARAVAN CLUB
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Campervantastic has implemented a comprehensive Coronavirus Protocol including cleaning and social distancing measures as well as providing alcohol based hand sanitisters and enhanced hand washing procedures. We are also resting the campervans between hires or using X-Mist germicide sanitising treatment to fully disinfect your campervan.
In order to maintain a safe working environment it is extreamly important that hirers fully read the instructions in their confirmation emails. All visitors must arrive at their allocated times, otherwise you may be delayed and have to wait outside (or in your campervan) until the reception is clear and a staff member is available to attend to you. When you arrive we will be practising social distance check out and check in procedures. We are able to carry out the vast majority of procedures with a strict 2 metre distance however we do have complimentary masks available should you choose to use one. You can also request staff use them if you would like.
We are currently offering all customers with existing bookings the opportunity to rebook their dates free of charge up to the end of 2022 should their hire be affected. Full details of the policy are below under refund/cancellation policy. Please contact the office if you want to take up this offer.
For details about departures, returns and general hire procedures please see below...
What are your cancellation terms?
Due to the Coronavirus situation we are currently offering ALL customers the opportunity to change the dates of their bookings free of charge until the end of 2022. This must be done at least 14 days prior to the departure date of your existing booking. Please contact the office for more details and to make amendments. Please note amendments are subject to availability and will be charged at the corresponding seasonal tariff.
Bookings amended within 14 days of hire will have cancellations terms applied. As a gesture of goodwill we will offer you a 10% discount on a future booking taken before the end of 2022.
If you wish to cancel your booking our standard cancellation terms apply:
- More than 4 weeks before departure: Booking Deposit of £250 or 20% (whichever is greater)
- 4 weeks or less before departure – Cancellation/No Show: 100% of total hire charge
- Curtailment - 100% of total hire charge.
It is strongly recommended that you take out the highest level of private insurance in case of any medical, unkown or unforseen event that might impact on your holiday or booking.
Updated 1st July 2021
What are your arrival and return procedures during Covid19?
Our campervan cleaning procedures have been reviewed and updated. We are resting campervans between hires whenever possible and for shorter turnaround times we are using X-Mist germicide sanitising treatment to fully disinfect your campervan before collection.
These are the actions you need to take to assist us:
What if I want to travel to Europe after Brexit?
We have been advised that our insurance and roadside assistance cover with the AA will continue in Europe regardless of a Deal or No Deal Brexit. After Brexit we will also provide European hirers with a Green Card at no extra cost, which will be required in addition to your hire agreement. We already provide you with the legally required V103 Vehicle on Hire certificate (which authorises you to drive the campervan without a V5).
If there is a No deal Brexit then the biggest change will be that you may be required to purchase an International Driving Permit (IDP) at your local Post Office before you leave. Please see link for details. At peak periods demand may be high so we would recommend you purchase this well in advance of your trip.
The Republic of Ireland has ratified the 1949 Convention and doesn't require foreign UK drivers to carry an IDP so you won't need an IDP to drive in the ROI after Brexit.
For passport information regarding travelling to Europe after Brexit then please see the Government website.
The AA Driving Abroad https://www.theaa.com/driving-advice/driving-abroad/general-advice
General Advice from the UK Government Driving Abroad
International Driving Permit Post Office Applcation
What is the registration number of the vehicle I am hiring?
Ferry companies usually will have the registration number field in their booking systems as optional so please leave these blank when booking or let the ferry company know that you are using a rental vehicle.
Are your vehicles Automatic or Manual?
What licence do I need?
All drivers must have held a full licence for a minimum of two years. It may be possible to seek insurance authority for 2 years experience however a higher excess charge may apply.
Drivers of the 3.8t Grand California will need the C1 category on their driving licence, enabling them to drive vehicles over 3.5t. UK drivers who passed their test before 01.01.97 may automatically have this. We will endeavour to make sure that the correct vehicle is available to classified drivers.
Can I choose what colour van i will hire?
Due to the complexities of fleet management and the need to manage the mileage of our vehicles we cannot gaurentee any requests for certain colours of vehicles.
What is the difference between a Beach and an Ocean?
Despite having no kitchen, we do have 2 Van Essa kitchen moduals that we can fit (Free of charge and subject to availability) to the Beach
What are your campervan dimensions?
How big is a VW Grand California 600
The top cab bed is suitable for children.
Height 303cm - 315cm
Can we collect from an Airport?
Prices are each way.
Heathrow - £150
Gatwick - £75
Stansted - £180
London City - £75
Luton - £180
We can also meet you at other destinations, please contact us for pricing. Hire@campervantastic.com
What time can we collect and drop off our Campervan?
We are open Monday - Friday 0900-1700, with pick up times being 1000-1600 in hourly slots.
Do you offer excess reduction/CDW?
Most car rental companies offer the Collision Damage Waiver add on to enable you to reduce your damage liability to a lower amount or even zero. They can do this by selling CDW en mass and using that income for other damages, effectively you may pay for someone else's damage.
At CamperVanTastic we don't agree with such practises, so we don't offer CDW or a way to reduce your damage liability. However, this doesn't mean you can't. Some travel insurance policies and even some credit cards offer this already so you may already be covered. There are also 3rd party companies that offer to cover any additional charges relating to damage from the hire. We would recommend getting the highest coverage and making sure that the policy covers campervans and vehicles over £40,000.
We do still need to take the £1000 (£1500 for Grand Californias) pre-authorised transaction when the vehicle is collected and in the event of any damage use this to cover any costs of damage caused to the vehicle. You will then be able to reclaim this from your 3rd party CDW insurance provider, we are always happy to provide receipts for damage caused to vehicles that have been on hire to aid your claim.
What if it gets too cold or hot?
We've camped in sub zero temperatures and sweltering 46C plus and want you to be comfortable which is why all our campervans have parking heaters and air conditioning when driving. We have also exclusively designed all weather comfort packs.
Hot Climate Pack
This includes a mains powered fan, mosquito mesh netting for the lower sliding window and rear door and an "airsafe" security lock to enable airflow through the rear door hatch The campervans have windows in the upper roof area with built in mosquito nets and an air-conditioning system but this can only be used when the campervan is being driven. Click here to check out optional extras
Cold Climate Pack
For winter trips we can provide a thermal liner for the pop up roof area which will be fitted for you and front windows that you simply attach with velcro, a window scraper and de icer. These extras are a useful addition when temperatures fall between 0 and 10 C. Please contact us in advance for advice and tips about extreme campervanning! Click here to check out optional extras
Extreme Climate Pack
If frost or snow is forecast or your heading for the mountains where temperatures may fall below zero then we recommend the extreme pack.
You'll get an external roof hood that is easy to fit and will protect the roof area from the elements and snow build up, you'll also get a set of snow chains which in many countries are a legal requirement when snow fall is likely, especially in the mountains. Click here to check out optional extras
We advise you to take both the Cold and Winter Climate packs for sub zero adventures especially if you plan to sleep in the roof bed.
What is the minimum rental period for a Campervan?
Campervans can be rented for a minimum of 3 days or 7 days during, July and August, and other peak times please call to discuss.
Flexible "Try before you buy" packages include instruction and purchase consultation with follow up advice and support. Subject to whether you buy new or second hand, full or part hire costs may be reimbursed when buying from one of our affiliated dealerships, (terms apply).
Why hire with CamperVantastic?
In the unlikely event that you are dissatisfied with the quality or service you receive we have set procedures to resolve any difficulty, which must be made in the first instance and addressed to CamperVantastic, see our FAQ section, how to complain, for details. If you are unsatisfied with the outcome then your have the reassurance that you can appeal to the BVRLA who will investigate and mediate on your behalf. Click here for more details from the BVRLA website http://www.bvrla.co.uk/
Do I need electric hook up?
If you are expecting to stay in your campervan without driving for more than 36 hours then we recommend you book an electric hook up to charge and maintain the leisure batteries. Connecting the hook up lead is very simple and full explaination of the electrical systems is provided before you leave.
Can you save me money and help me find a campsite?
CoolcampingWe stock the best selling range of Coolcamping guides, available to buy online, packed with some stunning photography and naturally some of the coolest campsites in the UK and Europe. Titles in the series include England, Wales, Scotland, France, Europe, Kids, Wild Swimming Coast and Wild Swimming . Available to buy from our online store. Coolcamping Campsite Search
Camping and Caravanning club
We have also teamed up the Camping and Caravanning club to offer you privileged access and discounts of up to 30% off club site prices. Please click the icon for access to the clubs campsite directory Siteseeker. Your campervan will come equipped with the Clubs campsite guide and a privilege card for the duration of your hire. When booking please mention that you will be using a Motorhome Hire Scheme discount card with Campervantastic Ltd
NEWS The Camping and Caravanning Club will soon be able to boast wireless broadband (Wi-Fi) at 91 of its UK Club Sites. Campers can access the wireless ‘hotspots’ at each site securely for a small fee. Find our more at http://www.campingandcaravanningclub.co.uk/
How can I pay?
We accept all major credit/debit cards except American Express. You will need a credit card for your pre authorised security deposit (this is a standard practice used by hotels etc, no money is physically taken from your card, subject to the safe return of your campervan). See our terms and conditions for more details. T&C's
How many people can sleep in the Campervans?
We have many different configurations to our campervans:
The VW California Ocean and Mercedes Marco Polo can sleep 4, with 2 double beds, with the lower bed being slightly narrower.
The VW California Beach can also sleep 4, but it has full width lower bed that is much larger than a standard double bed meaning 3 can fit there at a squeeze.
The VW Grand California 600 can sleep 4, 2 in a fixed bed at the rear of the vehicle and a bunk bed, for children
Can I take the Campervan abroad?
Ye, there is an extra cost of £15 per day for our European Upgrade Pack which must be taken if you are planning to leave the UK (not required for Ireland). This pack includes - European driving insurance certificate, European Roadside assistance cover, all items legally required to drive on the continent such as warning triangle, reflective vests etc. There are some limitations as to where you can travel so please tell us your travel plans before you book.
It is strongly recommended that you take out the highest level of private holiday/travel/personal possessions insurance in case of any medical or unforeseen event that might impact on your holiday.
For advice on driving in Europe check out these links.
For Campsite advice try:
What deposits are required?
A booking deposit of £250 or 20%, which ever is greater is required to reserve your campervan. This can be paid by most major credit and debit cards. Unfortunately deposits are non refundable.
Please note that bookings made within a month of travel must be paid in full.
A damages deposit of £1,000 or £1,500 for Grand Californias (£1,500 for non UK Licence holders) will be required when you collect your vehicle. We will make a pre authorisation on your credit for the value of the damages deposit to cover any potential damage to the vehicle and/or equipment as outlined in our terms and conditions, charges apply to each occurrence.
A minimum handling fee of £25 (Plus VAT) may be charged for events such as having to administer repairs, refuelling and forwarding traffic and parking penalties.
What identification is required to hire a vehicle?
The primary driver will need to provide one piece of photo ID such as your driving licence and one piece of ID with your current address such as a utility bill dated within 3 months of the hire date. It is vital that we perform a DVLA check for any endorsements for UK licence holders. If you are adding an additional driver we also need to see their full licence and perform a DVLA check. You must provide the requested ID before a vehicle can be released to you. If you are unsure what to bring please check with us.
YOU MUST bring the above documentation as failure to do so may invalidate your hire.
If you have not used the DVLA check system before you can access through the DVLA website: https://www.gov.uk/check-driving-information
What induction do you offer?
When you come to collect your campervan or have it delivered we will give you a full induction and let you have a go at various operations before you drive away. Each campervan has an information manual written by us with all the basics and a full manufacturer’s handbook with more details. If you are stuck on something you can call us on our 24 hour support line.
Please allow at least 45 minutes when you collect your campervan so that we can give you a full guided tour of your campervan and complete all the paperwork necessary.
What about security?
Crime is relatively low in most campsites however reasonable precautions must be taken to ensure you have a safe and trouble free trip. Lock the vehicle at all times and keep valuables out of sight. All vehicles are fitted with a security system, which can also operate when you are sleeping.
It is advisable to keep personal items of value with you at all times or store them in approved campsite safes. There are also safes in our campervans.
Please note:- Your personnel possessions are not covered by the hire insurance.
It is strongly recommended that you take out the highest level of private holiday/travel/personal possessions insurance in case of any medical or unforeseen event that might impact on your holiday. You may find you are covered by your household or holiday insurance, please check your insurers terms and conditions.
Our vehicles are GPS tracked for your piece of mind should an incident occur and we are notified of any UK toll roads that the vehicle may use. We will endeavour to remind our customers if any tolls have been used, but cannot always guarantee this reminder.
What about adding equipment to roof bars or towing?
You can tow trailers and caravans with our Campervans when optional tow bars are fitted. However our insurance only covers these for third party so please ensure you take out adequate insurance for these and any expensive accessories that you take.
Items such as personal possessions, valuables, those attached to roof bars or bike racks such as surfboards and bikes are not covered under our insurance and need to be included on your own home or travel policy. Anything attached to the optional tow bar is only covered for third party road risk and must be a) roadworthy, and b) covered under a private insurance policy for loss or damage.
If you wish to tow something or fit your own tow bar mounted bike rack etc then you must notify us in advance to make payment for this option in adavnce. We can then ensure your vehicle has the tow bar fitted and that we can supply you with the appropriate number plate.
The hirer is liable for any overhead damage or consequentional vehicle damage as result of carrying items on the roof or tow bar.
Can I bring a pet?
Pets are allowed in our Campervans by prior arrangement as we use dedicated pet campervans for such hires and whilst we expect these campervans to be returned in a clean condition we have to charge a £75 valeting fee for a deep interior clean which includes all protective covers, upholstery and carpets.
By providing designated pet campervans we can prevent the risk of discomfort for those customers who have allergies. Should we discover that a campervan has been used to carry pets without prior authorisation then a £100 charge for cleaning and administration will be applied to your hire.
What is AdBlue?
- AdBlue is an exhaust fluid, not a fuel additive
- It is a mixture of synthetic urea and de-mineralised water; it is colourless and non-toxic
- It is stored in a separate reservoir and can be topped up via the blue filler cap found next to the fuel filler
- A dashboard warning sign will flash to alert when a top-up is needed
- We make sure that our campervans are topped-up with enough AdBlue to last for at least 4,000 miles of driving.
What is your smoking policy?
For the comfort of all we operate a strict No smoking policy in the campervans and awnings, charges will apply for damages or cleaning as result of smoking in prohibited areas (please see terms and conditions).
Can I leave my vehicle with you?
At present we do not have the capacity to store vehicles, however we are based in a residential area and there is free parking in nearby streets. We cannot take any responsibility for your vehicle.
Where is the nearest train/tube station?
We are situated close to Forest Hill Rail and London Overground and Catford/Catford Bridge Rail stations - all are approximately a 15 minute journey from Central London. Forest HIll is only 45 minutes from Gatwick with a change at East Croydon.
Do the Campervans have rear seatbelts and can child seats be fitted?
The Campervans have 2 rear (3in the Beach!) and 2 front, three point seatbelts, additional seating is available and these also have three point seatbelts, all our seating is TUV crash tested and approved. We include free child seats suitable for babies, toddlers and children up to the age of 11 as required by law, please enquire at time of booking.
We give preference to those who are flying into the UK or do not own child seats so please do bring your own child seats along if you already have some.
Do I need a UK TV licence on a campsite to watch TV?
What happens if I breakdown or cannot continue my holiday?
All campervans have full breakdown cover both in the UK and Europe. Full instructions of what to do in the event of a breakdown and terms and conditions are provided in the vehicle handbook for you.
We advise customers to take out the highest level of travel insurance in the event of any unforeseen circumstances that could affect your holiday.
Fees may apply for call outs for human error, eg. Lockout or lights left on, use outside of contracted area of use, or damage caused by negligence. Fees for excess towing and recovery may also apply at our discretion. We will endevour to get you back on the road with the minimum of inconvenience, however delays from appointed service providers may occur during peak periods.
We will not be liable for consequential losses or expenditure as a result of failure to provide a vehicle due to unforeseen events, such as delays, repairs, accidents, roadside assistance, third party damage or effects of weather. Our agents VW and the AA are designated to provide assistance and support in such circumstances as per the terms and conditions of the vehicle handbook. It is therefore essential that you also take your own private insurance to cover any additional expenses such as hotels and/or vehicle hire should this go beyond the terms of the AA and VW customer services.
Where is the tool kit, tow bar and jack in a VW California
This is a guide however please refere to your VW manual for ful details.
Tool kit and spare wheel access
The tool kit is under the bench seat but you get to it in the back by raising the rear bed/parcel shelf and supporting it with the rod on the left side. The rear shelf releases with the two catch’s left and right.
There is a black box secured by two thumb screws under the seat. The box drops down and there is a tool kit held closed with Velcro straps and the tow bar with two keys is inside. The lock bolt for the spare and alloy wheels are also in there.
In the Beach the kit is located nearside, facing the tailage, on the left, and under a plastic trim behind the wheel arch inside just to the side below the multiflex board, or parcel shelf if you have a two seat Beach.
If you have a spare lock bolt fitted then there is a dust cover that you remove from the spare wheel retainer bolt (right) and the key fits on top to release the bolt. By the way the spanner has a sneaky screwdriver stowed in one end that pulls out, reverse it for a Phillips or blade head. Handy if you need it. There is also a trim pull for teh wheel trims that looks like a key ring with a long metal hook to help ease the VW trim of the wheel. If the wheels have been on long time they can be hard to get off so you will need that mallet to hit the tyre and shake the wheel loose from the hub, this can be a bit worrying on a single jack by a busy roadside so if you get stuck just call the AA if it’s a struggle and safer, it’s quite common to have to ask for help.
Returning the wheel, alloy or steel, is a bit of a challenge so you may decide to store this inside the van until you get to a tyre repair shop where they can do this much more easily.
Tow bar fitting
A plastic dust/dirt cover is removed from the tow bar housing found just behind the bumper and the tow bar with the red key inserted and knob turned to green unlocks the ball bearings at the top and simply plugs in to the hole and locks itself.
Remove the key and store it safe back in the tool box.
How do I complain?
Making a complaint to CamperVanTasticCamperVanTastic aims to resolve complaints within 21 days of receipt. Complaints must be made by either emailing email@example.com or writing to: CamperVanTastic Ltd, Unit 5, 118 Stanstead Road, Forest Hill, London SE23 1BX. Complaints will only be handled if received within 28 days of the hire period ending. In the event of a unsatisfactory response to your complaint you may contact the BVRLA (British Vehicle Rental and Leasing Association) of which CamperVanTastic is a member. The BVRLA will only investigate a complaint once the above procedure has been followed, they will then provide you with an independent free conciliation service, see below.
Using the BVRLA conciliation service
If you are unable to resolve your dispute with our team you can raise your concerns to our free conciliation service. The BVRLA offer a Trading Standards Institute-approved alternative dispute resolution (ADR) service which is available in those rare circumstances where you have exhausted our complaints procedure and still remain dissatisfied
How do I complain?
Details of your complaint should be submitted in writing to the BVRLA using the online eligibility checker and then completing the form, please follow the link below.