1. What is the corona voucher?
2. I want to redeem my voucher for a holiday in 2021. How does that work?
3. I want a refund of the amount of my corona voucher. What should I do?
4. Can I transfer my corona voucher to someone else?
5. Where in the booking process can I enter my corona voucher code?
6. What happens if my new holiday is cheaper than the value of the corona voucher?
7. There is an end date on the corona voucher. What does this date mean?
8. Can I use a corona voucher in combination with a discount code or special offer?
9. I have booked several camping holidays. They have all been cancelled. Will I receive several corona vouchers? ?
10. Can I use multiple corona vouchers for one booking?
11. Can I divide the amount on the corona voucher over several bookings?
12. Is there a chance that I will receive another voucher in 2021 if my holiday cannot take place due to border restrictions?
13. What happens to my reservation when there is code orange?
14. I do not want to travel if I have not been vaccinated yet. Can I cancel free of charge for this reason?
15. What should I do if I am called for (the second) vaccination during my trip?

What is the corona voucher?

If your holiday was cancelled due to the coronavirus then you may have received a corona voucher. You can redeem the voucher you received for the holiday (or deposit) that you have already paid for to book a new camping holiday at a later date. You have therefore not lost your money. The Travel Refund Guarantee Fund (SGR) guarantees the value of the corona voucher, including the cost of the holiday and insurance. The corona voucher therefore always retains its value. The corona voucher is valid for one year from the date of issue, with the latest departure date being October 2021.

I want to redeem my voucher for a holiday in 2021. How does that work?

If you are booking online select ‘Bank transfer’ under the payment options. Then contact our customer service by telephone. They will process your corona voucher for you.

I want a refund of the amount of my corona voucher. What should I do?

If you want to have the amount of your corona voucher refunded, then you can do that from six months after the date of issue of the voucher by informing our customer service by email.

We must refund the amount to you no later than one year after the date of issue. If you do not redeem your corona voucher within a year of the date of issue and you have not requested a refund, we will contact you.

Can I transfer my corona voucher to someone else?

Yes, you can do that under two conditions:

• The new holiday has not been booked already
• You have written permission from the person who made the booking

Where in the booking process can I enter my corona voucher code?

What happens if my new holiday is cheaper than the value of the corona voucher?

If the cost of your new holiday is less than the value of your corona voucher, then you will receive a credit voucher for the price difference. This credit voucher is valid util October 2022. The credit voucher cannot be exchanged for cash.

There is an end date on the corona voucher. What does this date mean?

After the date of issue of the voucher you have one year to book a new camping holiday. The end date stated on your corona voucher is the latest booking date. The camping holiday must take place before 1 October 2021.

Can I use a corona voucher in combination with a discount code or special offer?

Yes, you can. You can use your corona voucher in combination with a discount code or special offer except if excluded in the applicable promotional terms and conditions.

I have booked several camping holidays. They have all been cancelled. Will I receive several corona vouchers?

Yes, you will receive a corona voucher for each cancelled camping holiday.

Can I use multiple corona vouchers for one booking?

Yes, that is possible.

Can I divide the amount on the corona voucher over several bookings?

Yes, that is possible

Is there a chance that I will receive another voucher in 2021 if my holiday cannot take place due to border restrictions?

As it stands, we plan to refund your money in this case. This means that we will probably not be issuing any new corona vouchers.

What happens to my reservation when there is code orange?

SunLodge bookings

Time of booking: before 15 April 2021

Have you booked a SunLodge and does your destination have code orange within four weeks of departure? Then you can cancel free of charge and you will get your money back. This applies to SunLodge bookings with an arrival date in 2021.

Time of booking: after 15 April 2021

For bookings made after 15 April, the Money Back Guarantee conditions apply. View the cancellation policy for the Money Back Guarantee here.

Other bookings

Time of booking: before 15 April 2021

This depends on the booking conditions of your campsite. At some campsites you can cancel free of charge until shortly before departure in the case of code orange. You could read these conditions in step 1 of the booking process. Have you not seen these conditions or do you no longer know what applies to your campsite? Ask for the booking conditions from our customer service by email.

Time of booking: after 15 April 2021

The cancellation conditions for code orange vary by campsite. Check out the campsite page for the cancellation conditions that apply to your campsite. If you have booked using the Money Back guarantee, check out the cancellation conditions of the Money Back guarantee here.

I do not want to travel if I have not been vaccinated yet. Can I cancel free of charge for this reason?

We follow the guidelines of the respective authorities of your destination(s) and country of origin. Only when they state that vaccination is required to be able to travel this is a valid reason to cancel free of charge.

What should I do if I am called for (the second) vaccination during my trip?

At the moment, it is not yet clear how the vaccination strategy will be implemented. As soon as more information is available, this page will be updated. See also question 14.

1. I want to exchange my Corona-voucher for a cash refund, what do I have to do?
2. I want to get a cash refund for my Corona-voucher. Where can I find my reservation number?
3. Which e-mail address should I use to request the payout?
4. When can I expect the payment?
5. I've already indicated that I want to get a refund for my voucher. Why did I still receive an e-mail about the payout?
6. Where can I find my Corona-voucher?
7. Where can I find the value of my Corona-voucher?

I want to exchange my Corona-voucher for a cash refund, what do I have to do?

If you have a Corona-voucher you should have received an e-mail with instructions on how to get a refund. If you didn't receive an e-mail, you can request a refund here. It is possible that you will receive the original instruction e-mail later on. You can ignore this e-mail if you've already requested your refund. We will send you the payment at least one day before the expiry date of the voucher.

I want to get a cash refund for my Corona-voucher. Where can I find my reservation number?

You can find your reservation number on the Corona-voucher. You can find it just above the date of issue. Please note: provide us with the reservation number of your booking in 2020.

Which e-mail address should I use to request the payout?

We ask you to use the e-mail address with which the booking was made. This way we know for sure that we are dealing with the right customer. If you no longer have access to the e-mail address with which you made the booking, please send an e-mail to voucher@acsi.eu.

When can I expect the payment?

We will pay out your refund at the latest one day before the end date of your Corona-voucher. The end date is one year after the issue date of the voucher. You can find the issue date on the voucher.

I've already indicated that I want to get a refund for my voucher. Why did I still receive an e-mail about the payout?

Did you contact our customer service by phone? Then we will send you an e-mail in which we ask you to provide us with your bank details. This way we are sure that we are dealing with the right customer.

Where can I find my Corona-voucher?

You have received an e-mail with the subject ‘Corona-voucher’ on the e-mail address that was used to make the booking. In the attachment of this e-mail you will find a pdf. This is your Corona-voucher.

Can't find your Corona-voucher? Please send an e-mail to voucher@acsi.eu. We will send the voucher again. We can only send the voucher to the e-mail address that was used to make the booking. If you no longer have access to the e-mail address with which you made the booking, please send an e-mail to voucher@acsi.eu.

Where can I find the value of my Corona-voucher?

You can find the value of the voucher under the heading 'value'.