Frequently asked questions
Included in your booking, you'll have:
• clean accommodation on the day of arrival and final cleaning;
• a single supply of accessories such as toilet paper, shower foam and soap;
• 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;
• the stay with your four-legged friend includes a mandatory fee covering dedicated services, gadgets, and management costs. The amount varies depending on the type of accommodation and/or the length of your stay and will be added directly to your booking.
• please respect the village environment by collecting your dog's droppings and disposing of them in the bins provided;
• there is a dedicated dog-walking area in the village.
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 (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 18/04/2025 to 07/10/2025.
In low season some services are not active.
You can check-in from 3 pm onwards for accommodation and from 12 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.
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.
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.
If you don't have a car at your disposal, you can arrive in the village by using the
• shuttle service to and from Figline Valdarno Station.
• taxi service to and from the main stations and airports.
To reach the village from Figline Valdarno Station, you can use the bus transport, by purchasing a ticket at reception or at the village infopoint after the journey (2,50 € per adult and 1,50 € per child from 3 to 11 years).
For info and tickets write to the village infopoint: [email protected]
You can book your holiday with us:
• on the website www.norcenni.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 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
• barbecue
• refrigerator for pitches
• cleaning for pets (obligatory)
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.
Remember:
• In the event of cancellation and/or change of trip, you must file a complaint within 3 days of the cause of the cancellation, but no later than the date of commencement of the trip.
• 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.
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.
If necessary, you can hire extra bedlinen from Reception:
• additional towel set, apart from the first supply (€ 5,00).
The costs of extra linen sets are as follows:
• single linen set additional to the first supply (€ 5,00);
• double linen set additional to the first supply (€ 8,00).
* Rates shown are for the current season
The sockets in all types of accommodation are of the Schuko type. The voltage of the mobile home is 220 V.
The baby set, which includes a high chair 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.
* Rates shown are for the current season
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 XL River/Hill, you can request and hire a gas barbecue, if available, from reception at a cost of 10 € 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.
For those staying on pitches, it is possible to hire a fridge when booking at a cost of €10.00 per day or directly in the village with payment to be made at reception. In order to guarantee the availability of the fridge, we recommend that you purchase it when you book online.
* Rates shown are for the current season
Air conditioning is generally located in the living room of your accommodation and serves all rooms in the accommodation (location may vary depending on type).
Use of air conditioning is free of charge.
Extra cleaning is possible on request during your stay, at a cost of 40,00 €.
* Rates shown are for the current season
Final cleaning is included for customers who book directly on our website. The accommodation must be left clean, tidy and without rubbish bags.
If you are staying with your four-legged friend, a mandatory fee is required, which also includes special final cleaning for pets. The cost varies depending on the type of accommodation and the length of your stay.
Staying with your four-legged friend includes the mandatory Love Pet Pack fee, which covers dedicated services, gadgets, and management costs. Rates vary depending on the type of accommodation and the length of your stay:
Accommodations
1–3 nights: €40
4–7 nights: €80
8–15 nights: €120
Pitches
Free: during the low season.
€15 per stay: during the high season.
For a second pet, a supplement equal to 50% of the first pet’s fee applies.
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.
If you are travelling with a larger vehicle, please ask the establishment for confirmation.
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.
You must check out at reception by 10 a.m. for accommodation and 12 p.m. for pitches.
If you plan to check-out outside the scheduled time, please come to reception the night before to check prices and availability.
Staying in the village and using the swimming pool is permitted until 10 a.m. on the day of departure.
Wi-fi is available from hotspots in the restaurants, near the reception, at the infopoint and around the water parks.
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.
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.
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, 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 arrivalEntrance 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.
Accommodation will be available on the day of arrival from 3 p.m. 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 the day of departure, pitches must be vacated by 12 p.m. noon, accommodation must be vacated by 10 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 are only permitted to enter if accompanied by an adult who is legally responsible and guarantor to the Management and other guests.
VisitorsThe 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 with exit by 11 p.m. hours.
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.
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, sports areas and playgrounds.
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 / 2200 W for the hu Camp Easy pitches, and 3200 W for the hu Camp Premium 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.
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.
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, provided they are placed in the designated areas.
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.
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.
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.
Reception +39 055-915141
Night Watchman +39 055-915141
Email: [email protected]
• It’s mandatory to take a shower before entering the pool
• It’s mandatory to wash your feet in the special tubs
• It’s mandatory to wear your wristband for identification
• All children under 10yo must be accompanied by an adult
• Wait at least 3 hours from your last meal before bathing
• Don’t walk barefoot in the pool area or to go to the toilet, use your footwear
• To dive
• To bring dogs
• Bathing during particular weather conditions
• To bring glass objects
• To run and push each other
• To reserve sunbeds. The life guards will remove towels when it
is clear that the owners are not in the pool.
• Don’t hold your children when using the water slide
• Don’t walk on the slide in the opposite direction
• Don’t stand up while sliding
In case of emergency ask lifeguards for help. Lifeguard stations are equipped with emergency and first aid kits.
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.
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: +393926636334
Opening hours:
available on request on +393926636334
There is no baby sitting service at the village, but our entertainment team offers activities for children from 4 years of age.
Children 0-4 years must be accompanied by a responsible adult.
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.
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:
08:00 - 21:00
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 h 10 a.m. - 6 p.m.
high season h 9 a.m. - 7 p.m.
The Sant'Andrea water park, in the upper part of the village, is open at the following times:
low season h 10 a.m. - 6 p.m.
high season h 9 a.m. - 7 p.m.
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.
The infopoint is open at the following times:
8 am - 9 pm
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
08:00 - 13:00, 16:00 - 20:00
• Market Sant'Andrea
See hu soon!
You'll also find a great shop, stocking everything you might need: clothing, toys, inflatables and even gadgets to take home!
10:00 - 13:00, 16:00 - 19:30
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.
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.
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.
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.
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.
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.