Useful information and frequently asked questions
Our assurances to our guests
- We will guide you through the booking process and are happy to make recommendations as to which campervan would suit you, your party and your trip the best, if required.
- You will receive notifications in writing, by email, at every step, confirming your booking, payments made and important details – such as information on collection and identification required.
- We will ensure you fully comply with our insurers requirements to make ensure you are fully insured.
- You will receive a handover on collection day to make sure you are happy with how everything works, and you can ask al the questions you need. You’ll also get an instruction manual in the campervan too. We’ll always be just a telephone call away!
- We will ensure to keep an eye on your car whilst it is parked on our driveway.
- Our reputation means everything to us. We will not unduly make charges, demands or conditions - as our intentions are always for our guests to have a great stay and great service from us. This means every guest so this is why our processes and times are in place.
Frequently asked questions
RESERVATIONS, BOOKING & PAYMENTS
Click question to expand and reveal the information.
|
How can I book?
You can book one of our campervans online by clicking on the availability calendar for the date of departure and date of return and click ‘BOOK NOW’. We also accept bookings over the phone on 0845 3889958.
How much are the campervans to hire?
All our campervans are the same rate. Rates vary by duration of hire period and season, from £65 to £160 per night per campervan for standard breaks. A table of indicative rates are included on the enquire and other pages. For the rate of your period, please use the calendar (click date of departure and date of return and the rate will be displayed). Our rates included insurance.
What’s included in the price?
The rates are fully inclusive of insurance, breakdown and a mileage allowance – so this is the rate you will pay, unless you choose to add optional extras, such as bedding and outdoor furniture, or additional mileage for example. Take a look at our extra’s page for optional extra items and rates - view EXTRAS page
All our campervans come with crockery, cutlery, pots and pans, utensils etc so you can cook and dine. Is my reservation guaranteed?
Yes, if you have paid your reservation fee, your reservation is guaranteed as long as the remaining amount is paid before 6 weeks prior to your departure.
Is the mileage limited?
We include 500 miles per week or pro rata – 250 for a 3 night weekend. If you’re planning a longer trip, we charge £40 per extra block of 500 miles.
What’s included in the price?
The rates are fully inclusive of insurance, breakdown and a mileage allowance – so this is the rate you will pay, unless you choose to add optional extras, such as bedding and outdoor furniture, or additional mileage for example. Take a look at our extra’s page for optional extra items and rates - VIEW extras page.
All our campervans come with crockery, cutlery, pots and pans, utensils etc so you can cook and dine. Take a look at our kitchen items Inventory here. What's not included?
Fuel - you will get a full tank of fuel and you will be required to return it full. Bedding or linen. Bath / shower / towels / soap / toilet roll
Bed linen / pillows (unless requested as an extra) Is there a minimum hire period?
Yes, there is a minimum of 3 nights hire. Please be aware this is due to administration, our costs, cleaning and preparing the campervan including the handover and handback time. Very occasionally in peak season, we offer 2 nights if they are available between hires.
What do I need to pay and by when?
It’s £150 or 20% of the hire price to reserve, if your departure time is over 6 weeks. The remaining amount due would be payable at 6 weeks prior. If your departure date is within 6 weeks, the full amount for hire would be due upon booking.
How can I pay?
You can pay using credit or debit card – via our secure online payment platform which is processed by Stripe. We don’t charge extra for payment via cards. You can also pay over the phone or by BACS.
Can I pay in installments?
Yes you can, please contact us to ask about how this works. A reservation fee will need to be paid and the remainder 6 weeks before departure and with agreement and where 90% of payments have been made, the remainder can be paid within 4 weeks.
Is the reservation fee refundable?
The reservation fee is not refundable. The reservation fee secures your booking and we make the dates unavailable to others, so we can reserve it for you. The reservation fee covers our administration costs for the booking and subsequent cancellations if you decide to cancel for whatever reason.
If you cancel more than 6 weeks before your hire period we will refund the remainder of your hire costs. You will loose 50% of the cost after the reservation fee if you cancel less than 6 weeks but more than 4 weeks before your hire date. 28 days or less you will loose 100% of the hire cost. Do you take a bond / safety deposit?
Yes, we take a £250 safety deposit as part of our insurance requirements. Please read more about this below.
|
INSURANCE, LICENCES & IDENTIFICATION
What are your driver & insurance requirements?
Insurance is included for 2 drivers aged between 25-75 with a clean licence. Drivers outside of these parameters may be possible with an additional premium, please ask prior to booking. Drivers must have 2 years driving experience and will need to provide a valid driving licence upon collection, plus 2 items of identification - these MUST match the details on the driving licence. Full details can be found on our Insurance & Identification page: http://www.wanderlustcamperco.com/insurance-and-id.html
What driving licence type do I need?
All our campervans can be driven on a normal driving licence! You will be required to have a licence for a manual vehicle. Sorry, we do not have any automatics.
What is the process required for insurance?
You will be asked to complete our online check-in 16 days prior to collection to ensure that the insurance will be in place for collection day. Starting the process in advance allows for time to iron out any of the many issues that can arise. (They do arise quite frequently!) For your own peace of mind, as well as ours, we ask for this to be done in advance so you know there will be no hiccups on collection day and that you will be able to drive off for your adventure.
Online check-in will take you step by step through what is required. It is possible to send the documents 2 weeks in advance by email also but we ask you send one email with all of the documents as verified otherwise it can become a more lengthy process with several correspondences and communications. We wish for the process to be as streamlined as possible for your convenience.
Online check-in will take you step by step through what is required. It is possible to send the documents 2 weeks in advance by email also but we ask you send one email with all of the documents as verified otherwise it can become a more lengthy process with several correspondences and communications. We wish for the process to be as streamlined as possible for your convenience.
Help! I am paperless for my bills!
No problem! Being paperless doesn't mean you can't show us the required identification if you follow these tips and our insurers are more than happy to accept these methods. Do note that these methods may take a phone call or two to your providers, so please do call them as soon as possible to avoid any issues. 'Being paperless' is not a reason to not be able to provide the required documentation and as with all hires, we will not be able to secure insurance for any guest that has not provided the required documents.
- An emailed utility statement from your supplier can be accepted. Call them and ask to send to you which is usually immediate, depending on your supplier. We suggest if you do this 2 weeks prior to collection date that will allow plenty of time for processing with the provider. You can then forward this on to us.
- Or, if you'd prefer, call up your provider in plenty of time, ask them to switch back on paper billing, check when the next statement is due, or ask for the previous one backdated and posted out. You can switch back to paperless the following month!
- Depending on the options via your providers website, you may be able to logon and download a statement. Remember this must show your name and address.
- In certain circumstances, we can also accept a screen print of an online bank account statement, which is subject to referral to the underwriter. You would then be required to show us your screen on your smart phone.
- An emailed utility statement from your supplier can be accepted. Call them and ask to send to you which is usually immediate, depending on your supplier. We suggest if you do this 2 weeks prior to collection date that will allow plenty of time for processing with the provider. You can then forward this on to us.
- Or, if you'd prefer, call up your provider in plenty of time, ask them to switch back on paper billing, check when the next statement is due, or ask for the previous one backdated and posted out. You can switch back to paperless the following month!
- Depending on the options via your providers website, you may be able to logon and download a statement. Remember this must show your name and address.
- In certain circumstances, we can also accept a screen print of an online bank account statement, which is subject to referral to the underwriter. You would then be required to show us your screen on your smart phone.
Are personal belongings insured?
Personal belongings are covered in some instances from theft or damage in an accident up to £100, (with some exclusions, such as cash and credit cards). Claims for personal belongings will be part of a wider insurance claim and will take in to account the excess, therefore we strongly recommend taking your own travel insurance if you require insurance on your personal belongings as well as possible impact on your holiday.
I don't have any utility bills In my name for ID!
Answer to question 5
My name / address don't match on my driving licence!
Your driving licence and ID must be in the same name and with the same address.
In most instances, DVLA will update your driving licence to the correct details within 2-3 weeks, especially if you apply for any changes online.
If you have moved house within 3 months we can refer your insurance application to the insurers with proof of address from your old house as well as proof of address from your new house.
If you have changed your name, we can refer your case to the insurers with proof of name change (ie marriage certificate).
Please do not risk sending your licence off to be updated with less than 14 days to go before collection as we cannot hire out our campervans without seeing your driving licence and no refunds will be issued.
In most instances, DVLA will update your driving licence to the correct details within 2-3 weeks, especially if you apply for any changes online.
If you have moved house within 3 months we can refer your insurance application to the insurers with proof of address from your old house as well as proof of address from your new house.
If you have changed your name, we can refer your case to the insurers with proof of name change (ie marriage certificate).
Please do not risk sending your licence off to be updated with less than 14 days to go before collection as we cannot hire out our campervans without seeing your driving licence and no refunds will be issued.
Is breakdown included?
Yes. Breakdown is included to cover any mechanical faults to the campervan.
In the unlikely event of breakdown, no responsibility will be accepted by us for any loss, damage, or expense which occurs because of any defect or breakdown. We will do our best to solve the issue and keep you on your holiday!
Call out charges from operator error or mismanagement eg flat battery / flat or defective tyre / broken windows or screen, are not covered by the breakdown cover and to be paid by you. In the event of a flat tyre, campervans that are not supplied with a spare wheel are supplied with temporary inflation foam to keep you moving to your destination.
Non-mechanical breakdown, such as rescue from a non-solid road surface, are not covered under breakdown cover and you will be liable for the cost. The campervan must not be driven into water or on beach or boggy flooded land / terrain.
In the unlikely event of breakdown, no responsibility will be accepted by us for any loss, damage, or expense which occurs because of any defect or breakdown. We will do our best to solve the issue and keep you on your holiday!
Call out charges from operator error or mismanagement eg flat battery / flat or defective tyre / broken windows or screen, are not covered by the breakdown cover and to be paid by you. In the event of a flat tyre, campervans that are not supplied with a spare wheel are supplied with temporary inflation foam to keep you moving to your destination.
Non-mechanical breakdown, such as rescue from a non-solid road surface, are not covered under breakdown cover and you will be liable for the cost. The campervan must not be driven into water or on beach or boggy flooded land / terrain.
What if I have an accident?
Our driver's are fully insured for any damage to the campervan over and above the £1,000 damage excess. The driver is responsible for the part or all of the value of the damage excess. We understand that accidents can happen and we will do our best to provide assistance and work with the insurers and the insured. If the damage has occurred during any time of your possession, the driver and hirer remains responsible for the cost of repair / damage excess. Please refer to our terms and conditions on accidents.
What happens when there is minor damage?
We will aim to rectify any minor damage in our own workshop and where we are able to fix in-house we promise to charge you fair price, which will include covering our time for fixing the damage.
Where we have to send out our campervans for damage to be rectified, we will secure the best rate available to us and will add a reasonable amount to cover our time and mileage for the rectification.
Unless it is absolutely necessary, we will not claim on insurance as in our experience, we can usually rectify any damage well under the £1,000 excess. This means that we can keep the cost of repair lower by dealing directly with the workshop.
Where we have to send out our campervans for damage to be rectified, we will secure the best rate available to us and will add a reasonable amount to cover our time and mileage for the rectification.
Unless it is absolutely necessary, we will not claim on insurance as in our experience, we can usually rectify any damage well under the £1,000 excess. This means that we can keep the cost of repair lower by dealing directly with the workshop.
What does the safety deposit cover?
The safety deposit of £250 is a security bond to cover minor damages, required by our insurance company as a condition of insurance. Outside of this safety deposit, where more major damage has occurred, we will apply part or all of the £1,000 damage excess to cover damage.
We may also deduct any monies owed for fuel, additional mileage or optional extras not paid for within the original payment. You will always be aware and notified of any deductions. If you are much later than our agreed return time, we may take a deduction as notified in our terms and conditions for late return that affects ongoing hires.
We may also deduct any monies owed for fuel, additional mileage or optional extras not paid for within the original payment. You will always be aware and notified of any deductions. If you are much later than our agreed return time, we may take a deduction as notified in our terms and conditions for late return that affects ongoing hires.
What is the insurance/damage excess?
Our damage excess with is £1,000 where driver's meet with the requirements detailed. Outside of these, our insurers sometimes increase the excess and if this is the case, you will be notified in advance of collection.
COLLECTION / DROP-OFF
What time is collection?
You can collect the campervan between 4-7pm as standard collection time. We ask you to advise us of your expected time of arrival so we can confirm that we can allocate a handover time for you.
We offer the option to book early collection time upon booking for an additional cost. It may be possible to add this later, subject to availability and other bookings. Rates are displayed on our enquire page.
Early collection bands are 3-4pm, 2-3pm or 1-2pm. If you wish to collect prior to 1pm we'd ask you to book the night prior and you will be able to collect from 9am the following morning.
Please note that a late collection fee may apply after 8pm. Please be prompt and if you're running late, please do let us know so we can switch handover allocation times if necessary. this is particularly important in peak times.
We may be able to offer the campervan to you for earlier collection but this will only be offered within 24 hours of departure time and cannot be guaranteed.
We offer the option to book early collection time upon booking for an additional cost. It may be possible to add this later, subject to availability and other bookings. Rates are displayed on our enquire page.
Early collection bands are 3-4pm, 2-3pm or 1-2pm. If you wish to collect prior to 1pm we'd ask you to book the night prior and you will be able to collect from 9am the following morning.
Please note that a late collection fee may apply after 8pm. Please be prompt and if you're running late, please do let us know so we can switch handover allocation times if necessary. this is particularly important in peak times.
We may be able to offer the campervan to you for earlier collection but this will only be offered within 24 hours of departure time and cannot be guaranteed.
What time is drop off?
Standard drop off is between 9 and 11am. Please allow a suitable amount of time to unpack your belongings so you have vacated the campervan by 11.30am.
Please plan your return journey accordingly and be mindful of follow-on hires.
If you wish to extend check-out, we offer additional time bands at an additional cost at the time of booking. These are before noon, before 1pm and before 2pm. Rates are available on our enquire page.
Please plan your return journey accordingly and be mindful of follow-on hires.
If you wish to extend check-out, we offer additional time bands at an additional cost at the time of booking. These are before noon, before 1pm and before 2pm. Rates are available on our enquire page.
What happens if I am late?
Late returns will incur a charge of £50 per hour for up to 3 hours from the return time. After this time, you will be charged the relevant full day hire fee. You must keep us informed so we can do our best to minimise disruption as you will be liable for any additional costs that may be incurred to us or in respect of the follow-on hire.
How long should I allow for pick-up / handover?
We advise allowing about an hour for a handover. It is essential that we show you how to safely drive and use the campervan and it's features. We also walk you round the campervan and complete a vehicle condition report for your reassurance.
Depending on whether you are familiar with campervans and how many questions are asked, handovers can take as little as 20 mins and go up to 1.5 hours, if you wish us to take things more slowly. The important thing is you're happy, you know where everything is and how to use everything safely for the safety of yourself and your party members.
Depending on whether you are familiar with campervans and how many questions are asked, handovers can take as little as 20 mins and go up to 1.5 hours, if you wish us to take things more slowly. The important thing is you're happy, you know where everything is and how to use everything safely for the safety of yourself and your party members.
What do I need to bring with me for collection?
There is lots more information within these FAQs but put simply, the essentials are: (for each driver)
- Drivers licence
- DVLA check code
- 2 forms of specified identification
- A card for the safety deposit if this hasn't been taken in advance
Can you deliver?
We can deliver and pick up within about an hour's radius from us as any further is unlikely to be cost effective for our guests. We can't guarantee that we can deliver / pick-up as it will depend upon other hires. Please bear in mind that our drop off and collection service requires a round trip for two vehicles and two drivers, which is taken into account when we provide you with a quote. For a rate indication, we charge £1.20 per mile for one-leg and a minimum fee of £30 to cover our time and other costs. For an indication, check mileage from GL18 2AF to your destination. This is indicative, please call or email us to confirm the total fee that we will charge.
Can you pick us up from public transport?
For those who do not have their own transport to reach us, we can pick you up from Ledbury Train Station or Newent bus station at no charge as a courtesy service - prior agreement only to ensure we can meet you at your desired time.
We can also pick you up from Gloucester main line train station for a small charge.
We can also pick you up from Gloucester main line train station for a small charge.
Can you deliver and set-up?
We can provide a Drop-off and Collection as a premium service. We will drop off the campervan and even set-up beds and event shelters etc, plus leave behind food and wine hampers as part of our premium services. This can be at an agreed location, such as your home or destination within Gloucestershire, Herefordshire and Worcestershire. Subject to a fee and availability. This service must be agreed in advance.
What paperwork and procedures are there?
For your peace of mind, we ask for your ID in advance so we can confirm you have the correct items in place. We will still ask to see the originals on the day though so please do bring them. All we need is a quick photo of the items via an email or text. Not only does this provide peace of mind and reassurance that all is in place on the day, it also leaves time to iron out any issues that may arise before the hire that might present you from hiring on the day. Trust us, we've been doing this a while and things do crop up, so better to be safe than sorry!
We also ask for a DVLA check code (you can get this in advance, we send details of how to get it or we can get it for you on the day if required).
Paperwork wise we ask you to complete and sign our hire contract agreement - this is sent two weeks in advance of hire and provides an overview of the details of your hire as well as a summary of our terms and conditions. Our terms and conditions are available at the time of booking, below on our website and by request, anytime.
We also do a walk around the vehicle with you and complete a vehicle condition report so you can be assured of an agreed condition before departure. Upon return we sign together and add the mileage and check the fuel together.
We also ask for a DVLA check code (you can get this in advance, we send details of how to get it or we can get it for you on the day if required).
Paperwork wise we ask you to complete and sign our hire contract agreement - this is sent two weeks in advance of hire and provides an overview of the details of your hire as well as a summary of our terms and conditions. Our terms and conditions are available at the time of booking, below on our website and by request, anytime.
We also do a walk around the vehicle with you and complete a vehicle condition report so you can be assured of an agreed condition before departure. Upon return we sign together and add the mileage and check the fuel together.
Where can I leave my car?
You are welcome to leave your car on our private residential driveway - alongside our own vehicles. This is a quite, rural village and we're quite sure it'll be safe on our driveway however we do need to let you know it's 'at your own risk'. Parking is on a first come first served basis, and one per hire vehicle. There is a free car park in the village for additional vehicles or if we are full.
Do you keep my car keys?
No, we don't keep your car keys. Please keep them with you and you will have them to hand when you return.
Do you charge for car parking?
No we don't charge extra, there is no charge for parking with us.
ABOUT THE VAN & USEAGE
Can I take the campervan to Europe?
Unfortunately not, our campervans are for UK travel only.
Can I go to a festival?
You definitely can! Our campervans just love going to campervans! Please be aware that you do need to bring the campervan back reasonably clean and undamaged!
Are they child-friendly?
All our campervans have been designed with children in mind. Our own child has roadtested the campers and the bunks so can vouch for that! We'd like to think our guest families feel at ease and comfortable in our campers. It goes without saying that very small children need to be kept an eye on at all times as a campervan is still a campervan and as with anywhere, smaller children can get up to whatever they get up to! We would ask you to make the call as to whether you think your child would be happy to sleep in the bunk or in the double bed with you. We're more than happy to talk through options and help you with choosing the right campervan that will suit your family and their needs.
Can I have electric -hook-up?
All of our campervans have mains voltage electric hook-up capability. We provide a lead for using at a campsite and an adapter too in case you want to connect to a standard mains socket. We recommend booking at hook-up option where available for optimum use of the campervan, such as power sockets to power your items.
Can I go off-grid?
Yes, you can. Our campervans can run both on and off-grid, with lights, water pump and flushing loo (where available) running from the leisure battery and the fridge and hob run from gas. For periods longer than 3 nights, we recommend electric hook-up for optimum use. However this doesn't mean you can't take the campervan off-grid for longer, you just need to be aware that you may have to run the engine or go for a little drive, to top the battery up. This will depend entirely upon what demand you put on the battery with lights etc. The electric power system inside the campervans display how much charge is in the battery so you shouldn't be caught short!
What about child travel seats?
We don't supply these, we ask you to bring your own, All travel seats in each campervan will take a standard forward facing travel seat and some will also take rear facing. All our seats are 3 point fastening. Please see our indvidual campervan pages for extra information on this or please do get in touch to ask any questions.
Please note that none of the seats have ISO fix.
Please note that none of the seats have ISO fix.
Can I take a pet?
Yes, pets are allowed by prior agreement and not all campervans are pet-friendly. So please check!
We will charge a cleaning charge of £35 to clean where the campervan is not returned reasonably clean, whether the pet is authorised or not.
Please note that It is a legal requirement that drivers need to ensure ‘dogs or other animals are suitably restrained’. We provide seat belt clips for this purpose in our pet friendly campervans however it is your responsibility to bring with you suitable equipment to secure your dog. Failure to do so may invalidate our insurance.
We will charge a cleaning charge of £35 to clean where the campervan is not returned reasonably clean, whether the pet is authorised or not.
Please note that It is a legal requirement that drivers need to ensure ‘dogs or other animals are suitably restrained’. We provide seat belt clips for this purpose in our pet friendly campervans however it is your responsibility to bring with you suitable equipment to secure your dog. Failure to do so may invalidate our insurance.
Do the campervans have heating?
All our campervans have blown-air heating which provides a good heat source economically. The heating is fueled from the engine diesel and they are very efficient. The heating is so effective the manufacturer programme allows for a maximum of an hour's heating and this can be controlled thermostatically. Due to the low omitting air noise, we suggest using a mini filled oil radiator on a thermostat overnight to keep a constant temperature over night if required. We have these available at no extra charge, please ask. The radiators require electric hook-up.
What shall I pack?
Each campervan has as storage solutions however please be mindful of what you are packing to ensure you are able to use the space easily and freely! It's up to you what your essentials are, but we advise a good book, a good blanket and some lovely food. Take a few different items of clothing for all weather (it is the UK after all!)
Please be mindful of the weight of everything you bring as this will not only impact on your space but also on permitted weight and loading limits of the vehicle itself. You must not exceed the gross vehicle weight or individual axel weight. Our individual campervan pages advises on the payload by individual campervan so please double check.
Please be mindful of the weight of everything you bring as this will not only impact on your space but also on permitted weight and loading limits of the vehicle itself. You must not exceed the gross vehicle weight or individual axel weight. Our individual campervan pages advises on the payload by individual campervan so please double check.
Can I smoke in the campervan?
Our campervans are strictly no smoking. This is a condition of the insurance. We have the right to charge a valeting and cleaning fee to any hirer where there is a smell and sign of smoking within the vehicle.
Are there restrictions to using the campervan?
Answer to question 10
OUR TERMS & POLICIES
Online check in
Have everything you need to make it quicker and easier!
Have everything you need to make it quicker and easier!