faq

Frequently asked questions

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Included services and activities

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 (available in common areas);
• the animation activities of our hu Team: miniclub, junior club, sports tournaments, evening shows and much more.

*extra charge requested for changing sheets and towels

Pets are allowed in our accommodation and villages, 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 of up to two nights and of € 70.00 for stays of three nights for all accommodations.

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).

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

The village is open from 24/05/2024 to 29/09/2024

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: 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.

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.

Entry into 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.

By car

Click here to view the online GPS coordinates for the hu i Pini village.

Take the A1 highway north towards Florence. Continue for about 30 kilometers and take the exit for Fiano Romano. Follow the signs to Fiano Romano, and after approximately 10 kilometers, you will reach the village.

By train

Take a train from Rome's Termini station north towards Florence. Get off at Fara Sabina station, and from there, you can take a taxi or bus to reach hu I Pini village in Fiano Romano.

Contact the village to request a shuttle service to take you from the station to the village.

By plane

If arriving by plane, land at Rome-Fiumicino Airport or Rome-Ciampino Airport. From there, take a train to Rome's Termini station and then follow the instructions to reach hu I Pini Village by car or train.

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You can book your holiday with us:

• on the website ipini.huopenair.com
• by e-mail via this form

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 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

The tourist tax is € 1.00 per person, per night, up to 10 nights.

The following categories are exempt from the tourist tax:

  • Children under 10 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.
  • 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:

  • Pet cleaning
  • 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.

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    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.

    Linnen and towel set

    If necessary, you can hire extra towel from Reception:

    • Additional towel set to the first supply (€ 5.00)

    The costs of extra linen sets are as follows:

    • Bed linen set additional to the first supply (€ 5.00

    Safe

    There are no safes in any of the accommodation. You can hire a Safety deposit box at the reception.

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

    The babyset, 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.

    Inside the village it is possible to have barbecues only in the designated bbq area.

    To reserve a seat, please contact the reception desk.
    Rental costs 10€ and a deposit of 10€.

    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€

    End-of-stay 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 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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    Welcome to hu I Pini 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 rules, which are posted at the entrance to the Village and made available on various digital channels (website, web app, email, online check-in).

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

    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 identification wristband, which must be worn for the duration of their stay, shown at the request of the security staff and returned on departure.
    The tourist tax must be paid on arrival in cash or credit card.
    The accommodation will be available on the day of arrival from 3.00 pm onwards, the pitches from the 12 noon.
    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 the 12 noon. Mobile homes must be vacated by 10.00 am on the day of departure. For departures after 10 am, an additional day’s stay will be charged.
    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 access the holiday village if they are accompanied by an adult who is legally responsible for them and accepts responsibility for their behaviour towards 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 "Daily Guest 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 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 5 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, 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 / 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.

    Accomodation units

    The accommodation units are available from 3 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. No tents, tarpaulins, caravans, fences or other structures may be erected between the units. Cars must be parked in the assigned space. All units are provided with sheets. Linen will only be changed on request, by contacting Reception, excluding Saturdays and Sundays. 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. Silence must be observed from midnight to 7 am. During the quiet hours, guests may not drive their vehicles or enter or leave the Village by car. Guests are required to respect the plants and landscaped areas, hygiene and cleanliness of the Village. The campsite staff 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 from caravans, tents, verandas, hedges or trees and in an area without any dry vegetation.

    Responsibility

    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. 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, fire, 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.

    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 0765 453349 that you have called the emergency services. We need to be informed as soon as possible to coordinate the emergency response!

    Useful numbers

    Reception: +39 0765 453349
    Night-time Security Guard: +39 0765 453349
    Email: [email protected]

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

    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.

    Services on the day of departure

    You can stay at the Village until 10 am on the day of departure.

    Wi-Fi

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

    Assistance

    Customers who have booked directly with hu openair and require assistance with the maintenance of their holiday home during their stay, additional cleaning, bedlinen or other services, can send us a text on our Whatsapp channel: +39 350 053 2430.

    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 0765453349.

    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.

    Charging electric cars

    Yes, there are 2 electric car charging stations at the entrance to the village in the outdoor car park.

    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: +39 350 053 2430.

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

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

    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 0765453349: it is essential to let us know as soon as possible to coordinate emergency vehicles!

    Baby sitting service

    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.

    No additional cost. All the activities are included in your stay

    You can contact Reception for:

    • Check-in and check-out
    • Village map, ID bracelet delivery, car access PASS
    • Customer care (including telephone)
    • Shuttle reservations
    • Reporting technical problems and maintenance
    • Luggage storage
    • Lost property service

    Reception opening hours:
    8:00 - 22:00

    The water park is open from morning to late afternoon.

    ​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.

    Quiet hours

    The village has 'quiet hours' between 00:00 and 07:00. During these times, guests are not permitted to drive vehicles around the Village, put up or take down tents or cause other disturbances.

    Yes, the water park, the restaurant and all the main village facilities have easy access.

    Yes, inside the village you'll find a sports area with 5-a-side football pitch and tennis, table tennis, mini golf and volley ball court.

    A transfer service to Fara Sabina station is available in the village from June to August.

    For information and bookings contact the village.

    The Infopoint is open every day.

    You can contact the Infopoint for the following services:

    • Tourist info about the local area, tour bookings
    • Booking service for visits to museums and events
    • Hire of baby buggies, safety deposit boxes and bed linen
    • Transfers to the station
    • Booking tennis courts and equipment, minigolf set, table tennis rackets
    • Animation programme

    The Infopoint is open at the following times:
    08:00 - 22:00

    There is a pool bar and a restaurant with take-away service offering dishes for all tastes.

    • bar restaurant
    open every day for lunch and dinner

    • Pool bar
    open every day from morning to late afternoon

    Inside you will find two markets with fresh products, ready-made recipes at the deli counter, express meals and everything you need for personal hygiene. Every day you can find fresh bread, vegetables and fruit, as well as international newspapers and magazines.

    Market
    low season
    open morning and afternoon

    high season
    open morning, afternoon and evening

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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 reception. Please send an e-mail to [email protected] to make a lost property report.

    If the item is found, you will be contacted and it will be sent back to the given address. Shipping will be paid for by the recipient.

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