faq

Frequently asked questions

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Check-in documents

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.

Included services

Included in your booking, you'll have:
• bed linen and towels for each guest*;
• entry to the water park, playground and all other common areas;
• the use of WiFi.

*extra charge requested for changing sheets and towels

Pets are allowed in all our accommodation, 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 € 10.00 per day for all accommodations except pitches.

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 peak season months and only if the occupation rate allows it. A daily entrance fee is payable (adult € 15, child € 10). Click here to book your daily entrance at hu Firenze camping in town.

You'll find the map on the homepage of our website, or by clicking here.

hu Firenze camping in town is open all year round.

Check-in timetables

Check-in is for all accommodation from 3:00pm onwards and from 12.00am for pitches.

Early check-in for mobile homes is from 12:00, subject to availability, flexible price according to the season.

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 timetables

Check-out for all accommodation by 10:00am and by 12:00pm for pitches.

Late check-out is possible subject to availability. For more information, contact the reception.

Entry into the camping is allowed from 09:00 am on the day of arrival, while check-in with key handover takes place from 3 pm onwards.

Arriving by car

The hu Firenze camping in town is located a few km from the Firenze Sud exit of the A1/E35 motorway.

Discover the best route from your location by clicking here.

Arriving by train

Less than 1km from the campsite is the train station of Florence Rovezzano, well connected with the station of Santa Maria Novella.

Check out the station coordinates here.

Arriving by public transport

The public bus line 14 stops just a few metres from the campsite entrance on Via Generale Dalla Chiesa.

If you are coming from the center of Florence, you will find the bus stop in front of the central station Santa Maria Novella, in the direction of Girone.

Discover the route from the Moovit app

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You can book your holiday with us:
• on the website firenze.huopenair.com
• by e-mail via this form
• by calling +39 0550298080

When booking you will be asked for the period and destination you are interested in.
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 the experience page of our website and choose the one that best suits your needs.
Otherwise, once in the camping you can go directly to the infopoint or via our web app.

For the deposit you can choose between:
• Credit Card (Visa, Mastercard, Visa Electron)
• PayPal
• Bank transfer

For the balance you can choose between:
• Credit Card (Visa, Mastercard, Visa Electron)
• Bank transfer

When booking, you can also reserve the following extra services:
• Pet cleaning
• Breakfast
• Early check-in

Add the breakfast option to your reservation in advance at the time of booking to benefit from the best rate!

A breakfast will be served at Bar from 07.30 to 10.30am.

Continental breakfast:
€ 8,00 per person per day
€ 5,50 per person per day for children aged 3-11

Please note:
• The continental breakfast will be served in our bars and restaurants in accordance with Covid regulations and includes croissants, hot drinks of your choice, fruit juice, yoghurt, bread, butter, jam, Nutella, cereals, rusks, fresh fruit, toast with ham and cheese, cheese, and boiled eggs, selection of Gluten-Free products.
• Please specify any food intolerances in the notes

At the time of booking a credit card will be required as a guarantee and the balance of the reservation must be paid upon arrival at the property.

If the Non-Refundable Tariff is selected payment of the full amount must be made at the time of booking.

In both cases, tourist tax must be paid upon arrival.

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

Standard mode: no penalty will be charged to the Customer if they communicate their desire to withdraw up to 24 hours before 00:00 on the first day indicated in the booking. If the Client withdraws from the contract after this deadline, the Client will be charged a penalty equal to the cost indicated for the first night's stay at the Property and the reservation shall be considered definitively cancelled.

Non-refundable mode: if the Customer withdraws from the contract at any time, they will be charged a penalty equal to 100% of the Price.

The reservation must be cancelled in writing by sending an email to our booking office using the form.

You can change the dates of your reservation up to 24 hours before 00:00 on the first day indicated in your reservation if you have booked in the Standard mode, subject to remaining availability.

In the case of a Non-Refundable mode booking, it will not be possible to make changes to the booking date.

To request a change, please contact our booking office via the form.

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

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.

The city tax is € 3,50 per person, per night, up to 7 nights to be paid upon your arrival.

Who are exempt from payment?
• Guests under 12 years
• Persons who assist patients in public or private hospitals;
• Patients doing hospital care;
• The students of the University of Florence;
• Law enforcement;
• Handicapped persons with a certificate and accompanying person;
• Employees of hotels and accommodation facilities.

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Extra cleaning

Extra cleaning is possible on request during your stay, at a cost of 25.00€

For guests with physical impairments, the reception and restaurant have easy access for people with mobility impairments and there are public toilets for the disabled.

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 and towels are included in the total price and will be changed weekly on request for stays longer than 7 nights.
Should you require additional sets, they can be hired at our reception.

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 (€ 3.00)

The costs of extra linen sets are as follows:
• Linen set additional to the first supply (€ 5.00)

Safe box

A small safe is present in most of our accommodations. Check the individual accommodation description: our accommodations.

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

Baby cot

A baby cot can be hired at reception for € 5.00.

BBQ area

On the campsite there is a common barbecue area which guests can use behind the playground.

It costs €3.00 every 18 minutes. You can buy tokens at the reception.

Air conditioning is located in the living room of your mobile home and serves all the rooms of the accommodation. Use of air conditioning is free of charge.

​Final cleaning

Final cleaning is included for customers who book directly on our website. The accommodation must be left clean, tidy and without rubbish bags.

Accommodation cleaning with pet

If animals are present the extra final cleaning is obligatory and amounts to € 10.00 per day up to a maximum of 6 nights.

Parking is free inside the camping and in the spaces near the mobile homes (if you have a parking pass).

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

We accept campers and caravans up to maximum length of 9 metres, depending on the availability of large pitches.

For campers over 8 meters, the campsite applies a supplement per night based on seasonality.

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Welcome to hu Firenze camping in town

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).

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 3.00 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, pitches must be vacated by 12 noon, accommodation must be vacated by 10 a.m. on the day of departure.
• 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 enter if accompanied by an adult who is legally responsible for them and guarantor to the 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

The entry of cars and motorcycles is allowed after registration of the license plate of the vehicle. 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 10 km/h (walking pace). Visitors are kindly asked to use their cars only to enter and exit the Village.

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.

Camping and caravanning

• Pitches can only be occupied by a single means of accommodation (Car+Caravan, Car+Tent, Campervan), unless Management has given you permission to put up a small tent. Pitches may not be changed without authorisation from Management. Visitors are only allowed to connect to the electrical charging stations for lighting, and to power appliances inside caravans, motor homes and/or tents. The electricity supply is 220 volts 50hz. The sockets are rated for a power consumption of approximately 1300 W for the hu Camp Easy pitches. Any attempt to connect more powerful appliances such as cookers, air conditioners or vehicles will shut down the power supply. The pitch must be kept perfectly clean and tidy.

Accomodation 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 is changed for stays of more than 7 nights or upon request by contacting Reception and paying an extra charge.
• 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 12 pm to 6 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 campsite sta 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.

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.

​Shuttle and transfers

The campsite provides a shuttle service to the city of Florence all year round. The shuttle costs €3.00 for the outward and return journeys and tickets can only be purchased at the Infopoint. Tickets are non-refundable.
Children under 6 are free.
Small / medium-sized dogs are allowed upon payment of the ticket.

The campsite can organize a transfer service to / from stations and airports. The service is on request and can be purchased at our Infopoint.

Emergencies

1) Call the SINGLE EMERGENCY NUMBER 112 to contact the ambulance, police, fire brigade or other authorities.
2) Immediately afterwards, NOTIFY RECEPTION on +39 055 4698300, that you have called the emergency services. We need to be informed as soon as possible to coordinate the emergency response!

Yes you can, except during the peak season months and only if the occupation rate allows it. A daily entrance fee is payable (adult € 15, child € 10). Click here to book your daily entrance at hu Firenze camping in town.

Infopoint services and hours

The infopoint is open all year round.
High season - 08:00 - 20:00
Low season - 08:00 - 17:15

• Luggage storage
• Tourist information, taxi reservations
• Purchase of public transport tickets and shuttle tickets
• Bike rental info
• Transfer booking for airports (only in high season)

Reception opening hours and services You can contact Reception for:
• Check-in and check-out
• Purchase of public transport tickets (when our InfoPoint is closed)
• Sheets and towels rental

The reception is open 24 hours a day

Check-out for all accommodation by 10:00am and by 12:00pm for pitches.

Water park opening hours

10:00 - 18:00

Pools are for the exclusive use of guests.

Yes, there is a market on the campsite with a wide selection of products.

Open in the morning and afternoon.

Vivandaio | Restaurant & Take away

Open for breakfast and dinner.
Saturday and Sunday, also open for lunch.

Pool Bar

Open all day, from April to October.

Lounge bar Open in the evening, from April to September.

Add the breakfast option to your reservation in advance at the time of booking to benefit from the best rate!

A breakfast will be served at Bar from 07.30 to 10.30am.

Continental breakfast:
€ 8,00 per person per day
€ 5,50 per person per day for children aged 3-11

Please note:
• The continental breakfast will be served in our bars and restaurants in accordance with Covid regulations and includes croissants, hot drinks of your choice, fruit juice, yoghurt, bread, butter, jam, Nutella, cereals, rusks, fresh fruit, toast with ham and cheese, cheese, and boiled eggs, selection of Gluten-Free products.
• Please specify any food intolerances in the notes

Shuttle bus to Florence centre

Visit Florence in total freedom with our shuttle bus, departing from the campsite to Piazza Ferrucci (Via G. Orsini, 109) in just a few minutes.

• From hu Firenze camping in town:
09:15, 10:00, 10:45, 11:45, 14:30, 15:30, 16:30, 17:30, 18:15
• From Via Giampaolo Orsini 109:
10:20, 11:05, 12:05, 14:50, 15:50, 16:50, 17:50, 18:30

The cost of the return ticket is € 3.00 (from 6 years).

Please note that muzzles and leashes are compulsory for dogs on board (small dogs free of charge).

Transfer to the airport

You can book an airport transfer via our Infopoint during the high season by writing to: [email protected]

Quiet hours

The campsite has quiet hours between 00:00AM and 06:00AM. During these times it is not possible to drive around the campsite.
If you arrive by car during the quiet hours, you will need to leave the car in the internal parking area, located in front of the reception, and go to your accommodation on foot.

How does check-out work

To check out, you must report to reception by 10 a.m. for accommodation and by 12 p.m. for pitches 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.

After-hours check-out

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

Entry into the camping is allowed from 09:00 am on the day of arrival, while check-in with key handover takes place from 3 pm onwards.

WiFi

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

ATM

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

Security staff

Our security staff will always be present at the entrance to check your identity and allow you into the camping.
Security officers also patrol the camping at night to ensure safety and prevent any disturbances.
All pools are supervised by lifeguards during public opening hours. However, we recommend that you always keep an eye on your children.

Parking for 1 vehicle per accommodation is free within the camping, in the designated spaces near the mobile homes or in the designated parking spaces, if provided with a pass.

Electric car station

Yes, 2 ENEL columns are available for charging electric cars in front of the reception.

Customers who have booked directly with hu openair and require assistance with the maintenance of their holiday home during their stay can send us a text on our Whatsapp channel.

Please indicate your name, surname, booking number and pitch number.

If you booked with a tour operator, pop in to Reception for assistance.

Emergency

1) Call the UNIQUE EMERGENCY NUMBER 112 to contact the ambulance, the police or other authorities.
2) Right after, NOTIFY THE RECEPTION of the arrival of help on the number 3467544316: it is essential to let us know as soon as possible to coordinate emergency vehicles!

Assistance

For assistance during your stay such as maintenance of the accommodation, additional cleaning in the cottage, linen change and extra services, send your request to our dedicated channel: request.
• Remember to indicate your name and surname and accommodation number.
• If you have booked with a tour operator, drop by the reception for assistance
• For emergencies (ambulance, police, rescue), call 112 and notify the reception

Laundry and dryers

There are self-service washing machines and dryers in the village, open from 06:00am to 11:00pm at a cost of €5.00 per washing cycle and € 4.50 drying.

Inside the campsite you will find an illuminated playground and a bike rental.

Baby cot

A baby cot can be hired at reception for € 5.00.

For guests with physical impairments, the reception and restaurant have easy access for people with mobility impairments and there are public toilets for the disabled.

Inside the campsite you will find an illuminated playground and a bike rental.

Yes, in high season you can rent your bike at the campsite bike rental:

• Included in the rental: locks, lights, helmets, seats, maps, repair kit, mobile phone holder, panniers
• Bike rates from: €10 for 4h, €14 per day, €17 for 24h, €42 for 7 days
• E-bike rates from: €29 for 4h, €45 per day, €55 for 24h, €216 for 7 days

Camper service

You will find the camper service area with sewage disposal next to the reception, free of charge for campsite guests.

Luggage storage

There is luggage storage on the campsite, free of charge before check-in and with a charge of €3 after check-out.
Ask at infopoint for more information.

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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 inside the accommodation and in the camping will be taken to the Lost and found office at the Reception.
Please contact our customer care to report a lost item at the email address [email protected].
If the item is found, you will be contacted and the item will be sent to the address indicated. The cost of dispatch will be paid by the addressee.

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