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Guest FAQs

General
What is Campstay?

We are Australia and New Zealand’s favourite caravan and camping website and app. We help travellers find, compare and book caravan parks and campgrounds around Australia and New Zealand.

Do you have an app?

We sure do, and it's pretty nifty (if we do say so ourselves). For the Apple app, click here. For the Android app, click here.

How do I find a holiday park or campground using your website?

If you can use Google, you can use Campstay to plan your next camping or caravanning holiday. Use the search tool to find the perfect campsite – just type in where you want to go then hit search. It’s that simple!

You can also use our advanced search to include any facilities which are important to you. Need a pet friendly campsite or access to free WiFi? No problem, just tick the box and hit search. If you need any help, send us an email – we’d be happy to assist.

Where do you get your reviews and guest ratings from?

An independent company called ReviewPro provides and verifies all review and rating information on Campstay. ReviewPro calculates each score by analysing millions of guest reviews found on leading travel websites. This provides a much more accurate rating than you'll find by looking at a single website. Soon we'll also accept and display reviews from Campstay guests, so watch this space.

I have found a bug or error on the Campstay website – how do I report it?

If you find something on our website that doesn’t seem to be working, please let us know so we can fix it for you. Simply contact us – we appreciate your feedback.

Payment
What booking fees do you charge?

We do not charge any booking fees or credit card fees. All prices are provided upfront prior to booking and there are no hidden fees or charges.

What payment types do you accept?

We currently accept payment via Visa, Mastercard or American Express credit cards through Stripe, our secure payment gateway.

Do you charge a credit card fee?

Definitely not! No credit card fees or booking fees are applied to Campstay bookings.

When will I be charged for my booking?

Depending on the booking terms, you will either pay for a percentage of your booking (a deposit) or your entire booking upfront. This amount will be clearly specified in the booking process and will be charged immediately.

If you pay a deposit, you will need to pay the accommodation provider the remainder when you check in.

Privacy and trust
Are my credit card details secure?

Your credit card information is securely submitted and processed through a globally accredited payment gateway called Stripe. Campstay can't see, store, access or process your credit card information. Your sensitive credit card information is encrypted in your browser before being sent to Stripe for processing.

Stripe is certified as a PCI Level 1 Service Provider. This is the most stringent level of Payment Card Industry Data Security Standards (PCI DSS) certification available in the payments industry.

Is my personal information secure?

We respect your personal information, and minimise the information we collect. Please read our privacy policy for more information.

Cancellations and amendments
How do I amend my booking?

We are happy to help amend your booking, subject to the accommodation provider’s terms and conditions, and availability. Please contact us as soon as possible if you would like to make an amendment.

You may need to make an additional payment to secure your new dates, depending on the rates. The cancellation and payment terms may also change.

How do I cancel my booking?

Please contact us as soon as possible if you need to cancel your booking. The sooner we cancel your booking, the greater the chance we will be able to arrange a refund.

The refund amount you receive will depend on the terms and conditions which apply to your booking. You can find these at the bottom of your booking confirmation email.

Campstay’s cancellation fee is 5% of the total accommodation charges.

Is there a cancellation fee?

Yes. If you choose to cancel your booking, there is a cancellation fee of 5% of the total accommodation charges. This covers our administrative costs to process your booking and cancellation.

The refund amount you receive will depend on the terms and conditions which apply to your booking. You can find these at the bottom of your booking confirmation email.

I cancelled my booking - when will I get my refund?

We aim to process refunds as soon as possible – usually within three business days.

Once Campstay has processed your refund, you will receive an email confirmation. Then, it may take between 5 – 10 business days to appear in your account, depending on your financial institution.

Unfortunately for security reasons we can only refund your payment to the card you used to make your booking.

How do I cancel a duplicate booking?

We know mistakes happen. If you have accidentally made the same booking twice and contact us straight away (within 24 hours of booking) we can cancel the duplicate for you with no penalty.

The booking must be for the same accommodation with the same arrival and departure dates to be considered a duplicate.

How do I transfer my Campstay booking to a different name?

Please make sure to enter your details correctly when making a booking as your details will need to be verified at check in. If the name your booking has been made under is incorrect or you would like to change it, then please contact us as soon as possible.

Terms and policies
What terms and policies apply when I use Campstay?

When you use the Campstay website or app, you are subject to our terms and conditions and privacy policy.

When you make a booking, your booking is subject to terms and conditions set by the property – these vary depending on the booking and property.

What are the booking terms and conditions?

Terms and conditions for your booking will vary depending on a variety of factors including the accommodation provider and your booking dates. You’ll see the terms and conditions which apply to your specific booking on the booking page, before you pay any money.

If you need to see them later, don’t worry - they are included in your booking confirmation email for easy access.

Your booking is also subject to Campstay’s terms of use and privacy policy.

What are the check-in and check-out times?

Check-in and check-out times are different for each caravan park and campground. You will find this information on the booking page and on your booking confirmation email.

I will be arriving earlier/later than the listed check-in time. What should I do?

You will be asked to specify your intended check-in time when you make a booking. However, unfortunately the caravan park or campground may not always be able to accommodate early or late check-in.

I want to stay later than the specified check-out time. What should I do?

A late check-out can only be approved by the caravan park or campground. This usually depends on availability. We recommend you enquire about late check-out at reception when you arrive.

How do I find out if a caravan park or campground allows pets?

If a property is pet-friendly, this information is listed on the caravan park profile page. The caravan park or campground may allow pets on sites only, or both cabins and sites. They may also have additional conditions regarding pets, so be sure to check the terms and conditions on the booking page.

What is “flexible” or “hot deal”?

Each booking has a different policy, applied by the caravan park or campground.

• A flexible policy means a partial deposit is required to secure your booking. Cancellation is possible within a specified time period. Campstay’s 5% cancellation fee will apply.
• A hot deal policy means the caravan park has marked this booking as a special price or offer. Hot deals require full up-front payment and are non-refundable.