faq

Frequently asked questions

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Services included

Included in your booking, you'll have:
• bed linen and towels for each guest*;
• entry to the water park, playground, disco and all other common areas;
• mini-train journeys within the village;
• the use of Wi-Fi;
• the animation activities of our hu Team: mini, junior and teen club, sports tournaments, evening shows and much more.

*Extra charge requested for changing sheets and towels.

Pets are allowed in all our village 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 € 35,00 for stays up to 2 nights, € 70,00 for stays from 3 nights onwards.

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.

Daily entries

Yes you can, except during the peak season months and only if the occupation rate allows it. A daily entrance fee is payable (this will vary depending on the time of year).

Click here to book your daily entrance to the hu Norcenni Girasole village.

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

The village is open from 20/04/2024 to 6/10/2024.

You can check-in from 3 pm onwards for accommodation and from 11 am for pitches.

If arriving outside of the opening hours, the staff will be there to check you in.

To check-in online before your arrival, follow the wizard at this link (https://norcenni.huopenair.com/web-checkin#!/): 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

You must leave your accommodation and check out at the reception by 10 a.m. for accommodation and by 12 noon for pitches.

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 in to the village is allowed from 10:00 am on the day of arrival, while check-in with key handover takes place from 3 pm onwards.

Transfer

If you don't have a car at your disposal, you can arrive in the village by using the:
taxi service to and from the main stations and airports;
shuttle service to and from Figline Valdarno station

For info and tickets write to the village infopoint: [email protected]

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You can book your holiday with us:
• on the website norcenni.huopenair.com/en
• 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 village you can go directly to the infopoint or visit 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

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 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.

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.

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.

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 tourist tax is € 1,50 per person, per night, up to 7 nights.

Low season (from September to October and April) € 0,75 per person, per night.
Hight season (from 1 May to 31 August) € 1,50 per person, per night.

The following categories are exempt from the tourist tax:
• children under 12 years of age;
• people who care for patients in public or private hospitals;
• patients receiving hospital treatment;
• disabled persons with a certificate and accompanying person.

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For guests with physical impairments, we have accommodation with easy access and approved for accessibility.

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).

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

Baby set

The baby set, 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 of the following accommodations: hu stay Smart, hu stay Smart Plus, hu stay Premium Green, hu stay Premium Plus Hill, hu stay Premium Plus XL.

For the hu stay Easy River/Hill, hu stay Easy XL River/Hill and hu stay Easy L, you can request and hire a gas barbecue, if available, from reception at a cost of 8 € per day.

hu stay Premium Plus homes have electric BBQ and hu stay Smart L Plus have a nearby shared BBQ area.

Inside the village, guests are only permitted to have barbecues using the gas rings connected to the mains in the holiday homes fitted with them. For more information, please check the details of each accommodation. It is not possible to use charcoal barbecues or barbecues attached to gas cylinders.

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.

​Extra cleaning

Extra cleaning is possible on request during your stay, at a cost of 30,00 €.

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.

Cleaning with a 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.

Parking is free inside the village 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.

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How does check-out work

To check-out, you must report to reception by 10 am for accommodation and by 12 am for pitches and click on the "check-out" 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

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

Amenities on the day of departure

Staying in the village and using the swimming pool is permitted until 10 a.m. on the day of departure.

Wi-Fi

Wi-fi is available from hotspots in the restaurants, near the reception, at the infopoint and around the water parks.

Debit card

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

The tourist tax is € 1,50 per person, per night, up to 7 nights.

Low season (from September to October and April) € 0,75 per person, per night.
Hight season (from 1 May to 31 August) € 1,50 per person, per night.

The following categories are exempt from the tourist tax:
• children under 12 years of age;
• people who care for patients in public or private hospitals;
• patients receiving hospital treatment;
• disabled persons with a certificate and accompanying person.

Assistance

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: +39 3500532426.
Remember to indicate your name, surname, booking number and accommodation number.

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

For emergencies (ambulance, police, rescue), call 112 and immediately notify reception on +39 342 8328547.

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.

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 village, in the designated spaces near the mobile homes or in the designated parking spaces, if provided with a pass.

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: +39 3500532426.
Please indicate your name, surname, booking number and pitch number.

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

Welcome to hu Norcenni Girasole village

Welcome to hu Norcenni Girasole 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 regulations, posted at the entrance to the village and made available on various digital channels (website, web app, email, online check-in).

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

On arrival

Entrance to the village is subject to the presentation of an identity document of all guests, including children, the authorisation of the management and the registration required by law.

Guests are obliged to check the accuracy of registrations, to notify the management of any discrepancies and to notify changes such as the arrival and departure of persons in advance.

On arrival, each guest shall be given an identification bracelet, which must be worn for the duration of the stay, exhibited at the request of the security personnel and returned on departure.

Accommodation tax must be paid on arrival in cash. Accommodation will be available on the day of arrival from 15:00.

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 12:00 noon, accommodation must be vacated by 10:00 a.m. on the day of departure. If this time is exceeded, an additional day's stay shall be charged.

Guests who anticipate their departure will still be charged for all days of the booking.

On departure, you must hand in your keys, car pass, all pass bracelets and settle any extra payments at Reception.

Minors

Minors are only permitted to enter if accompanied by an adult who is legally responsible and guarantor to the management and other guests.

Visitors

The management reserves the right to allow the entry of day visitors and guests subject to organisational requirements.

Presentation of a document and payment of the fee specified in the "price list" is required. You will be given a bracelet that must be worn for the duration of your stay.

Entry is only permitted on foot by 19:00 hours, with exit by 23:00 hours.

Internal road traffic

The entry of cars and motorbikes is permitted subject to registration of the vehicle's number plate. The pass delivered on arrival must be displayed on the vehicle in a visible manner for the duration of the stay.

Parking of vehicles is permitted in the spaces indicated by the management. Safety regulations stipulate a maximum speed of 5 km/h (at walking pace). Please do not move with your car except to enter and exit the village.

Pets

Animals are allowed but the acceptance of large dogs or dogs of breeds considered dangerous must be agreed with the management. Dogs must be kept on a leash. Owners are responsible for any damage caused by animals. It is categorically forbidden for animals to enter swimming pools (except in the area reserved for them), sports areas and playgrounds.

Camping and caravanning

Per ogni piazzola è consentita l'occupazione con un solo mezzo di pernottamento (Auto+Caravan, Auto+Tenda, Camper), a meno di autorizzazione della Direzione per il montaggio di una piccola tenda. È vietato cambiare piazzola senza autorizzazione della Direzione.

L'allacciamento elettrico alle colonnine è consentito solo per l'illuminazione e l'alimentazione di apparecchi interni a caravan, camper e/o tende.

La corrente elettrica è a 220 volt 50hz, le prese sono tarate per un assorbimento di circa 1300 / 2200 W per le piazzole hu Camp Easy, 3200 W per le hu Camp Premium. Ogni tentativo di allacciare apparecchi più potenti come fornelli, condizionatori o veicoli farà cessare l'erogazione di corrente.

La piazzola deve essere tenuta perfettamente pulita e in ordine.

Accomodation units

The accommodation units are available from 3 p.m. and must be vacated by 10 a.m. on the day of departure.

It is not possible to stay in the village beyond the check-out time.

No installations (tents, tarpaulins, caravans, fences, etc.) are allowed between the accommodation units.

Cars must be parked in the allocated space.

The accommodation units are provided with bed linen. Linen can only be changed on request by contacting Reception, excluding Saturdays and Sundays.

Out of respect for the environment, we ask you to use the air conditioning only when you are present in the accommodation units, with doors and windows closed.

On departure, the accommodation unit must be left clean and tidy, free of rubbish and with clean crockery. Failure to do so will result in a charge for cleaning, as well as any breakage or missing items.

Guest behaviour and quiet hours

Behaviour, activities, games and the use of equipment causing disturbance to village guests must be avoided.

In particular, from midnight to 7 a.m. maximum silence must be observed. During the hours of silence, it is forbidden to drive or enter or leave motor vehicles.

Guests are obliged to respect the vegetation, hygiene and cleanliness of the complex.

The campsite and all its guests are obliged to separate waste; please use the special coloured containers carefully and precisely.

It is forbidden to use unsupervised open flames (candles, citronella, charcoal, torches, etc.).

It is permitted to use gas or electric barbecues as long as they are positioned at least 1.5 metres away from mobile homes, caravans, tents, verandas, hedges or trees, in an area clear of dry vegetation.

Medical facility

The village is equipped with a Medical Clinic. This service is provided for a fee (rates shown). For outpatient examinations the doctor will receive at the indicated times.

Infectious diseases, or those suspected of being infectious, must be reported immediately to the doctor or to the campsite management. The village is equipped with a parapharmacy.

Responsibility

Whilst guaranteeing continuous surveillance of the village, the Management accepts no responsibility for the loss of valuables and/or personal items either in the accommodation, in the vehicles or in any other place both inside and outside the campsite. Guests are required to take care of their belongings. The Management is not liable for any theft or damage.

With the exception of cover for third party liability risks, the Management is not liable for damage caused by other Guests, vandalism, atmospheric events and natural disasters, falling trees, branches or pine cones, fires, insects, epidemics, diseases.

The very nature of the village and the characteristics of the environment in which it is located imply the presence of natural unevenness in the terrain. The Management declines all responsibility for any event resulting from the aforementioned circumstances.

The Village Management has the right to expel those who do not respect the rules of these Regulations.

Any complaints and grievances must be reported promptly.

Emergencies

1) Call the single emergency number 112 for ambulance, police, fire brigade or other authorities.

2) Immediately afterwards, please notify reception of the arrival of emergency services, using the number +39 342 8328547: we must be informed as soon as possible to coordinate the response.

Useful numbers

Reception +39 055-915141

Night Watchman +39 3500532426

Email: [email protected]

1) Call the single emergency number 112 for ambulance, police, fire brigade or other authorities.

2) Immediately afterwards, please notify reception of the arrival of emergency services, using the number +39 342 8328547: 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 or call: +39 340 2890733 or +393926636334

Opening hours:
Information being updated

Baby sitter

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

Laundry and dryers

There are self-service washing machines and dryers in the village bathrooms, open 24 hours a day at a cost of € 5,00 per cycle, including detergent.

In the village, you'll find lots of activities to suit different guests: sports tournaments, group dancing, fitness, music and creative activities for children.

Children under 4 years of age can participate only with the presence of a parent or a responsible adult.

Daily entries

Yes you can, except during the peak season months and only if the occupation rate allows it. A daily entrance fee is payable (this will vary depending on the time of year).

Click here to book your daily entrance to the hu Norcenni Girasole village.

The reception opening hours are:

low season | 20/04 - 01/07, 01/09 - 28/09
08:00 - 20:00

high season | 02/07 - 10/09
08:00 - 22:00

*Information being updated

Reception services

You can contact reception for:
• check-in and check-out, guest assistance, early check-out or extension of stay;
• reporting technical problems and maintenance;
• map of the village;
• supply of guest bracelet and car pass;
• general information about tours;
• bedlinen and fridge hire;
• luggage storage, lost and found.

The Girasole water park, in the lower part of the village, is open at the following times:
low season | 20/04 - 01/07, 05/09 - 29/09
10:00 - 18:00
high season | 02/07 - 04/09
09:00 - 19:00

The Sant'Andrea water park, in the upper part of the village, is open at the following times:
low season | 20/04 - 01/07, 05/09 - 15/09
10:00 - 18:00
high season | 02/07 - 04/09
09:00 - 19:00

Quiet time

The village has quiet hours between 12:00 am and 07:00 am. During these times it is not possible to drive motor vehicles, set up or dismantle tents, or disturb other guests in general.

Yes, the water park in the upper part of the village and the restaurants are provided with easy access.

Yes, inside the village you'll find a sports area with 5-a-side football pitches, tennis, table tennis and multi-purpose courts.

There's also an Adventure Park with mini golf, treetop crossings and bungee jumping. All guests also have free use of the facilities in the ANTS area and can take part in the courses led by expert trainers.

A charge will only apply for the more complex activities such as the hire of beach volley or tennis courts at night.

Infopoint opening hours

The infopoint is open at the following times:

low season | 20/04 - 01/07, 05/09 - 18/09
08:30 - 13:30, 15:00 - 21:30
19/09 - 29/09
09:00 - 13:30, 15:00 - 20:00

high season | 02/07 - 04/09
08:30 - 22:30

*Information being updated

Services

The infopoint is open daily.

You can contact the infopoint for the following services:
• tourist information on the surroundings, booking tours and experiences;
• booking service for museum visits and events;
• rental of buggies, safes, linen;
• bicycle, scooter, car rental;
• transfers to stations, airports, shuttle bus;
• reservation of sports fields and lessons, minigolf set;
• entertainment programme.

Inside the village there are two supermarkets with fresh produce, a deli counter and personal care products. Every day you can find fresh bread, vegetables and fruit, as well as international newspapers and magazines.

• Market Girasole
25/04 - 01/07, 30/08 - 29/09
08:00 - 13:00, 16:00 - 19:30
02/07 - 29/08
07:30 - 13:00, 17:00 - 20:00

• Market Sant'Andrea
informations being updated


You'll also find a great shop,
stocking everything you might need: clothing, toys, inflatables and even gadgets to take home!
25/04 - 01/07, 30/08 - 29/09
10:00 - 13:00, 16:00 - 19:00
02/07 - 29/08
10:00 - 13:00, 16:00 - 21:30

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.

Food intolerances

There is a gluten-free menu and vegetarian dishes for all palates in the village.

Extend stay

You can depending on the availability of the village at that time. Go to the front desk the night before your supposed departure to request an extension and check prices and availability.

Recycling

For the hu Norcenni Girasole village, respect for the environment and nature is paramount.

You too can help us by sorting your rubbish during your holiday, by following a few small precautions: inside the village you will find several ecological areas and separate waste collection 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.

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To cancel your stay, we ask you to send an e-mail to the establishment where you made your reservation using the appropriate form.

Our staff will provide you with the necessary assistance, explaining all the options for cancellation and information about penalties in accordance with the cancellation policy.

If you booked at 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.

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.

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 inside the accommodation and in the village will be taken to the lost and found office at the infopoint. Please contact our customer care/reception to report a lost item.

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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