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FAQ COVID-19 | All the answers you are looking for!

15 Jun 2020 12:37

We've collected the most frequent questions that have reached us via our booking office or our online channels. On this page we provide the answers as they are certain today and try to keep them short without being superficial. The answers are divided into two sections: Bookings, changes and cancellations; Services and their restrictions for reasons of hygienic/health-related safety and interpersonal distancing.

THE SECTION IS CONTINUOUSLY UPDATED - LAST CHANGE 03.07.2020 – NEXT EXPECTED CHANGE 13.07.2020


BOOKINGS, CHANGES AND CANCELLATIONS

Can I change my reservation for 2020 free of charge?


Yes! If you have booked with a flexible rate or with a refundable and changeable rate, you can always change your reservation before you arrive at the campsite by contacting our booking office not later than 5 p.m. on the second day before the reservation’s arrival date. You can change the number of guests (within the limits of the maximum capacity of the accommodation/pitch), add or remove accessory services or change both the type of accommodation/pitch and the dates of your holiday, always depending on availability.


You will not be charged any fee for these changes. However, any changes made may result in a change to the total cost of your holiday, so that either you may have to pay for the difference or we may give you a voucher.


If you have booked with a non-refundable rate, you are not entitled to any refund except for the issuing of a voucher if you must cancel your holiday because of the epidemiological emergency.


Can I move my stay to 2021?


Yes! If you have booked with a flexible rate or with a refundable and changeable rate and you wish to move your reservation to 2021, our booking office will transfer your arrival/departure dates, the type of accommodation/pitch and the deposit you have already made for your 2020 reservation to an identical plan for the next season. At the same time you can change the dates and the duration. In this case as well, you will not be charged any fee for the changes, but the changes made may result in a change to the total cost of your holiday, so that either you may have to pay for the difference or we may give you a voucher.


If you have booked with a non-refundable rate, you cannot make any changes.


Can I cancel my reservation free of charge?


Yes! This is possible until the arrival date if you have booked with a flexible rate. If you have booked with a refundable rate, you can cancel your reservation until 5 p.m. on the second day before the arrival date; in this case, the deposit you made will be refunded except for a deduction of 200.00 euros as established by the plan of the respective rate.


If you have booked with a non-refundable rate, you can still cancel your reservation, but your deposit will not be refunded.


When do I have to pay the balance of my stay?


We do not ask you to pay the balance before your arrival if you have booked your holiday with a flexible rate. You can pay the balance at the campsite's cash office during your stay.


The advance payment, in the amount of 100% of the sole accommodation costs, must be paid within 3 days of the booking date if you book your holiday with a refundable and changeable rate or with a non-refundable rate.


What happens if I don’t show up?


If you simply do not show up without giving prior notice, your reservation will be cancelled and PuntAla Camp & Resort will keep the deposit already paid without any further costs for the guest.


Do I need to pay extra for cleaning?


No, there are no additional fees for the extraordinary disinfection measures required by the latest indications in the guidelines of the competent authorities. We have always considered cleaning of the accommodations to be extremely important, hence a dedicated and adequately trained staff cleans and disinfects the accommodation before your arrival and after your departure, including particular treatments with hydrogen peroxide.


Can I use the vacation bonus at your resort?

Yes, we’re taking part in this initiative, but under certain conditions: you can redeem the vacation bonus established by the so-called "Relaunch Decree" at our resort, but only if the sole accommodation cost of your reservation is equal to or exceeds 600.00 euros and if the stay will take place before the end of the 2020 season (17 October).


This credit, which can be used only once per household, is equal to 500.00 euros for each household with a dependent child, 300.00 euros for two-person households and 150.00 euros for single-person households. Our booking office will immediately apply 80% as a discount on your rate, while the remaining 20% can be used as a deduction in your tax declaration. 


Compliance with certain conditions is necessary to be able to use this credit:


- You must inform Campeggio Puntala S.r.l. that you are entitled to the vacation bonus and that you wish to use the vacation bonus established by art. 176 of the Decree Law to which you declare to be entitled.


- To this end you must transmit suitable documentation to Campeggio Puntala S.r.l. attesting the fulfilment of the requirements pursuant to art. 176 of the above Decree Law for the use of the above credit (the so-called vacation bonus or vacation tax credit), thus confirming that you are entitled to its use.


I have already booked a stay and I have verified that I meet the requirements for requesting the vacation bonus. What procedure do I have to follow to obtain the bonus?


Since to date the tools needed to demonstrate fulfilment of the requirements for the vacation bonus exist, we ask you to provide us with proof of this. Subsequently - and only during your stay - we will apply the bonus under the conditions and to the extent stated above. We recommend that you start this procedure a few days before your planned departure date.


SERVICES AND THEIR RESTRICTIONS FOR REASONS OF HYGIENIC/HEALTH-RELATED SAFETY AND INTERPERSONAL DISTANCING.

I come from Lombardy, can I book my holiday at your campsite?


If you’re from the cities or provinces of Lombardy and you wish to stay at our resort, don’t worry, we’re open also for you. You especially are more used to rigorous health-related rules, since you have experienced and are still experiencing them more strongly, so you are able to better support our anti-contagion measures and procedures, which are in place to protect the health of everyone even on holiday. You’re welcome here!


What new procedures are used for checking in?


We have implemented a new online check-in service, that is a webpage on our secure servers, accessible by clicking here, where you can enter the data of your entire group needed for registration for public safety purposes (important: use the correct 5-digit booking number stated on your booking confirmation). This computerised procedure not only lets you save precious vacation time, but also better protects everybody's health by reducing the procedures involving direct contact with our staff or possibly with other guests accidentally present to a minimum.


What kind of health-related checks must we undergo to enter the resort?


Upon your arrival, a reception team in the short-term parking lot set up for health screening will take the temperature of each member of your family or group and will hand out a form on which the head of the family or group attests the previous or presumed state of health of all members in conformity with the guidelines of the latest legal provisions.


Where can I pick up the keys of the mobile home/caravan or ask to change my pitch?


Only the head of the family or group may come to the reception to pick up the keys of the accommodation or request a change of the pitch chosen during booking. We ask that the rest of the family or group wait in their vehicle.


How are safety and interpersonal distancing ensured in the restaurants, supermarket and common indoor spaces?


In addition to the obligation to wear a mask, we have prepared floor signs and upright signs with green arrows indicating entrance routes and red arrows indicating exit routes in order to avoid crowding; we have also equipped each contact point with dispensers for alcohol-based disinfectants.


In the restaurants we have organised the dining area by setting up tables for the exclusive use by a single group or family at a distance much greater than the one required by government guidelines, so that a distance of at least 2 metres is guaranteed between the seats of two adjacent tables.


In the bars, supermarket and shops we have installed dispensers for gloves and alcohol-based disinfectants for autonomous access to self-service fridges and shelves.


What special measures will be applied for cleaning the sanitary facilities and maintaining distances between their users?


The guidelines contained in the latest relevant regional ordinance (Annex 2 to Ordinance No. 60 of the President of 27 May 2020) require that the conditions in common sanitary facilities must make it possible to keep a distance of at least 1 metre. Therefore, in areas without dividing walls between the furnishings and equipment we have instituted alternate use, indicating the sinks to be used with special green and white signs.


The cleaning procedure for the rooms and sanitary equipment calls for cleaning at least twice daily. Our own cleaning standard calls for more frequent cleaning which we will continue to apply. At the entrances to the corridors leading to the closed environments where the private bathrooms and enclosed showers/sinks/toilets are located, we will provide alcohol-based disinfectants which guests can use to disinfect the points of greatest contact themselves. However, we remind you that these areas are “open” and therefore well ventilated.


What exceptions are there for adults and children with respect to interpersonal distancing and "breathing etiquette"?


All our guests must wear a mask both indoors and outdoors whenever a physical distance of at least 1 metre cannot be guaranteed. An exception is made for children under 6 years of age and in cases where contact takes place exclusively between members of the same family or group. We also inform you that the Region of Tuscany recommends use of masks whenever the distance is less than 1.80 metres. We ask you to use your mask correctly every time you leave “your own space”, whether this is your table at the restaurant, your beach umbrella, your pitch or your accommodation.


All playgrounds are open and accessible. We have set up signs regarding the recommended and mandatory measures, such as the use of masks for parents/guardians, who must supervise minors at all times, and keeping a physical distance between guests not belonging to the same group/family.


Playground equipment is disinfected at least twice daily (in the morning and in the evening), using particular treatments with hydrogen peroxide during which access will be closed for the necessary time.


Are mobile homes, Silverfield caravans and Budget tent homes disinfected and safe?


Our accommodations are quite distant from each other, respecting the prescribed distance criteria, and they each have their own access with no areas in common.


In compliance with government guidelines, we carry out additional disinfection of all furnishings and, if applicable, air-conditioning systems using hydrogen peroxide. These exceptional measures supplement the already existing cleaning standards.


Are there particular measures for using the free or private beach?


We currently control a single access point made up of two automated gates (one exit and one entrance, where the latter is activated by an exclusive access code) which makes it possible to access the sea by passing through our private beach. All other entrances are closed and will remain closed until we can set up the same control system for all other access points along the sea providing direct access (we expect this operation to be concluded by the middle of July).


The distances between the beach umbrellas, which we have already installed on our equipped beach, are considerably greater than those required by the approved directives of the Region of Tuscany and the guidelines of the municipality of Castiglione della Pescaia.


On the free beach, beach equipment must be set up so that there is a distance of at least 4 metres between umbrellas and at least 1.5 metres from the sun beds, mats or towels of any neighbours.


Wearing a mask is not mandatory on the beach and in the water, but we still recommend that you carry one with you to access the bar, showers or other spaces where keeping the interpersonal distance may be difficult.


If you have booked one of the services at our equipped beach, please remember that the days you can spend at the beach are equal to the number of overnight stays you have booked. Due to the necessary disinfection procedures for the equipment that we make available to you, you can use the beach umbrellas and beach chairs from 9 am until 7 pm from the first day of your arrival until the day before your departure. Organise yourself accordingly, so that you don’t miss even one minute of sun, tanning and swimming in Punta Ala!


Are restaurant services, drinks and snacks guaranteed?


Certainly. Our two restaurants, Isolotto Cafè & Restaurant and Ristorante-Pizzeria Centrale, our bars and the beach kiosk fully comply with the safety regulations. We have prepared floor signs and upright signs with green arrows indicating entrance routes and red arrows indicating exit routes in order to avoid crowding and have also equipped each contact point with disinfectants.


We have reorganised the dining area by setting up tables for the exclusive use by a single group or family at a distance much greater than the one required by government guidelines, so that a distance of at least 2 metres is guaranteed between the seats of two adjacent tables. This greatly reduces the number of places available in the indoor spaces, so that we have expanded into unusual areas such as the square in front of the Isolotto restaurant (where we have set up a tent structure) and the square in front of the Centrale restaurant. A reservation is more necessary than ever to ensure a place at a table. As in the past, we also offer a takeaway service.


In the bars we have installed dispensers for gloves and alcohol-based disinfectants for autonomous access to self-service fridges and shelves. To maintain a high anti-infection standard we use single-use sterile containers, you will be served by staff wearing personal protective equipment and, following the road already taken last year, you will safely pay at POS terminals disinfected after each contact. We would like to remind you of the cashless nature of our company: since 2019 we do not accept any cash but only electronic payments in the entire resort. 


 


Are there any entertainment services for children and adults?


Numerous entertainment services for families in the evening and for children during their stay have restarted just a few days ago. Thanks to a new collaboration with the Anima Vera Fun Crew, young animators and stage artists, yoga and relaxation experts will keep your holidays at the PuntAla Camp & Resort fun-filled from 1 July until 31 August. (Read the general programme here!)


They will do this in new ways, while complying with the safety protocols required by our strict protocol for hygiene and interpersonal distancing. You can enjoy them live at the central stage in the evening or at the Kids Club when you accompany or drop off your school-age children or preschoolers for up to 4 hours a day. We are still evaluating the possibility of showing movies in the open-air cinema in silent mode in one of the numerous open spaces fortunately available to us. We will let you know about this as soon as possible.


 


In addition to entertainment, which other activities and services are currently not guaranteed?


While we promise to do our best to offer some services and recreational/sports activities again as soon as possible and economically feasible, we must unfortunately inform you that the following activities are suspended:


  • until Sunday, 5 July 2020: relaxing and sports massages

  • until further notice: newsstand services for the sale of newspapers and magazines; TV room; Junior Club

  • not available during the 2020 season: distribution points for mineralised water; “super fresh” convenience foods/butcher service (while freshly packaged products are available in the self-service refrigerators); sailing courses; pedal boat rental; first-aid service (with the exception of the on-call service of a physician 24 hours a day).


How and in compliance with what measures can I rent sports equipment at the sailing school?


From 1 July you can rent dinghies and catamarans, surfboards, canoes and SUP boards, but with a new procedure. Given the need to disinfect the equipment after each use, we have decided to rent the equipment out for the entire day so that we can better organise the disinfection procedures for the next use on the next day. You can rent and take possession of the equipment between 9 am and 11 am. The equipment must be returned at the latest at 7 pm on the same day to the same place where it was rented.


Will there be access points for vehicles with licence-plate checks? 


Yes, there will be, thus strengthening control over who enters and leaves the resort, making it possible for us to better track who passed through here and when. The purpose of this is to facilitate the application of potential health-related emergency procedures and to provide a more reliable monitoring service for the safety of everyone, guests and staff.


To be able to pass the access points, please make sure that you have communicated the licence plate number of your car, camper or motorcycle during the booking process or during a subsequent contact with out offices.


Can I receive goods addressed to me directly at the resort?


For reasons of infection prevention we have suspended the service for the reception of goods addressed to third parties until further notice. We will not accept any packages and will return these to the respective courier if necessary.


OTHER MEASURES AND GOVERNMENT RECOMMENDATIONS

Where can I find the latest information on the state of the coronavirus infection in Tuscany?


To get information on the state of infection in our region and on the measures that have been adopted for using the tourism and bathing facilities along the cost you can access the tourism portal of the Region of Tuscany. Here you will find detailed and up-to-date reports on the state of the infection, on general measures adopted and on the procedures for access to services, museums and transportation. This is the link to the dedicated section on the official website: https://www.visittuscany.com/en/coronavirus/


PAYCARD PuntAla as an alternative to handling cash - what is it and why is it used?


Since last season we have eliminated cash and replaced it with the most modern and today even more secure electronic form of payment.


Following the introduction of the use of the electronic currency as the only form of payment, even children who do not have cards can have their own tool: the PAYCARD PuntAla. With a debit card, credit card or cash card used in contactless mode at our payment terminals nobody needs to handle coins or banknotes anymore. If you want to learn more about this exclusive electronic purse click here to read more.


Friends and family want to come visit me for the day. What should I tell them so that they can visit me in full compliance with the necessary measures?


You can receive friends or family to spend the day with you at the beach or in the shade of your pitch - but only in compliance with the maximum capacity of the accommodation or the number of persons permitted per pitch (at most 6 people). In any case, health screening procedures and registration at the front office are always required. To lighten the workload of our staff and avoid crowding, the person who booked the accommodation (pitch, glamping caravan, tent or mobile home) must handle the reception procedure for his/her guests beforehand by letting us know the licence plate number of any cars and the names of the visitors in advance.