General conditions

Papillon Country Resort BV is the company that owns and manages Papillon Country Resort, located at Kanaalweg 30, 7591 NH in Denekamp (hereinafter also referred to as "resort"). Vacanze col cuore management srl is the company that takes care of all or part of the bookkeeping, call center and customer service.
“Customer” means a natural legal person who, as a guest, concludes a tourism contract / sales package within tourism.


The reservation of the stay, of which the booking conditions, price list and minimum stay are clearly specified in the reservation, communicated on the website or by telephone, can be made via:
Our online booking system on our website
• By phone
• By mail
• By fax
• On site at the reception of one of our parks
The reservation is personal, each of them is given a reservation number and is only valid for the number of persons stated therein, which in any case cannot exceed the maximum capacity of the allocated accommodation or pitch. Upon receipt of the booking or request for a quote for a stay, the outsourcing company or the company that owns the accommodation will communicate through the means of communication deemed most appropriate for each situation. The offer or the payment confirmation, in case of payment by credit card made directly on the site, the valid data for the reservation are specified and summarized: the accommodation chosen, the type of accommodation and / or the pitch and / or room and / or apartment, the dates of arrival and departure, the number of people, the services included, the exact amount of the stay, the method of payment of the deposit (amounts and due dates) and the balance. The reservation contract is considered concluded and binding with the confirmation of the booking and / or the payment of the deposit, deposit or balance by the customer. The reservation will only be accepted by the resort upon payment of the deposit and / or the balance equal to the amount stated. Customer preferences and requests, such as by way of example, relate to the location or specific accommodation belonging to the same category etc., are not contractual in nature and may or may not be accepted according to the needs of the accommodation. Any reservation is subject to change, even without the consent of the customer, with regard to the type of accommodation, giving the customer a free upgrade while keeping the same conditions with regard to the number of beds only. Customers who book stays with special offers in the catalog or on the website or communicated via email, social media or other means of communication deemed appropriate are subject to special booking and payment conditions. The offers regarding a price discount are not cumulative.


The reservation, as mentioned above, is only confirmed after payment of the amount communicated to the guest and within the established conditions. The specific arrangements are: within 14 days after reservation, the payment of the down payment of 30% of the total amount of the reservation plus additional costs must be paid. The final payment of the remaining balance must be made no later than 42 days before arrival, according to the details in the reservation. Payments can be made via:
• Transfer
• Credit card, on site via PIN, virtual POS or another online option
• Cash, subject to applicable local law, only in the accommodation where you spend your holiday
For “last minute” reservations or special offers, the guest can pay the full amount upon arrival at the reception or at the time of booking. Among the accommodation facilities, depending on the services booked, you may be asked to pay some extras upon request. Simultaneously with the payment of the deposit or the balance, the booking contract is considered binding and effectively concluded, so in the event that the customer cancels part or even the entire stay, including the request for changes, the amount will be considered payable according to the cancellation conditions.

PLEASE NOTE: Failure to comply with the above payment terms constitutes an express termination clause to determine the legal termination of the contract, without prejudice to compensation for further damages suffered by the property or the booking company. Failure to comply with the payment conditions leads to the loss of the foreseen subsidized economic and additional conditions. If the property recognizes a difference in the rate due to incorrect communication during the booking phase, the payment of the balance of the booking must be paid directly to the property upon arrival.


Upon arrival, the client is required to report to the resort reception to perform all formal obligations, both for the allocation of his own accommodation and those required by law. The arrival and departure times, as well as the availability of the accommodation unit and / or pitch and / or room and / or apartment are laid down in the accommodation regulations. If the customer does not arrive at the booked accommodation on the following day fixed in the reservation at 12:00 noon, without giving any notice, the management reserves the right to cancel the reservation and make it available to third parties. If the customer does not leave the unit and / or pitch and / or room and / or apartment within the allotted time, the accommodation may charge the customer the daily rate, in accordance with the public price list. Management may charge an additional fee for the cleaning of the property if it believes that the client has usually not respected decency.



The customer can check-in online, available on the website of the Resort and on the website of the Vacanze col cuore group. The balance of the stay can be paid at the time of online check-in. There is always the option to pay directly at the resort. The payment methods accepted online are bank transfer and credit card. You can check-in online and pay the balance of your stay from 30 to 5 days before arrival in case of payment by bank transfer and from 30 to 1 day before arrival in case of payment by credit card. Once you have checked in online and paid the balance, no changes can be made to the booking and no refunds will be issued in the event of a no show. If you would like to make changes to guest information, please contact the resort or booking office directly.
According to the law, the customer is responsible for the data he provides during online check-in; such information must be correct and may be updated in case of change. Customer must present ID card / passport at resort reception for formalities to be completed with state police.



We do not accept changes in terms of personal data, number of participants or similar services compared to what is stated in the contract at the time of the booking confirmation, unless communicated to the booking center or the relevant resort within 15 days before the arrival date. All accommodation units, pitches, rooms and apartments will therefore only be available to the persons named on the travel documents. The resort management reserves the right not to deliver the accommodation unit to those who have not adhered to this rule. The request to cancel confirmed reservations (in the form of a deposit, deposit or balance already paid) must be made in writing or through a specific online procedure. The cancellation of full / partial stay reservations is subject to precise cancellation policies and is summarized below:

In case of cancellation, the customer owes the fee to the Resort:
• up to 3 months before the arrival date, 10% of the agreed price
• In case of cancellation more than 3 months before the arrival date, 15% of the agreed price
• In case of cancellation within 3 to 2 months before the arrival date, 50% of the agreed price
• In case of cancellation within 2 to 1 months before the arrival date, 75% of the agreed price
• In case of cancellation within 1 months before the arrival date, 90% of the agreed price
• If canceled on the day of arrival, 100% of the agreed price

In cases where a refund of the deposit or deposit is required, the refund will be made by bank transfer within 30 days of the necessary cancellation procedure. If you do not show up, this is considered a no-show, this applies if the booker has not arrived before 6:00 pm on the set day, unless otherwise agreed. The no-show and any earlier departure from the accommodation are subject to a 100% penalty of the value of the stay. If the client does not show up at the resort, without being notified of any delays, the resort reserves the right to reassign the accommodation unit from 12:00 on the following day of the arrival date. After you have checked in online and paid the balance, there will be no refund for no show.


Pets are welcome but are only allowed on the camping pitches and in some accommodations designed to accommodate them. The client undertakes to respect the specific rules of the resort, the law and citizenship.
Animals must be microchipped and accompanied by the international animal health booklet and EU pet passport (veterinary certificate). Upon arrival, the property's staff have the right to request these documents and in case of no-show, management reserves the right not to allow the animal access to the property itself. Specific prices and conditions may apply to accommodation with animals, these are stated in the price list.


The income from the tourist tax is used to financially support the tourist facilities, maintenance, restoration and valorization of local projects and cultural heritage, as well as local services. The customer is obliged to pay this fee when due, at the time of payment of the booking fee, or directly to the accommodation on site (even if fixed on a date after booking). The rates for accommodation shown in the price list include VAT. If the tax changes according to the current rate and is higher, any difference can be paid directly to the property on site.


We are a Resort that does not accept bookings from young people, they will be canceled by the Resort. If the customer does not pay and / or the payment made has not been credited within the timeframe indicated in the booking, the resort reserves the right or the person who has the right to cancel the booking and break the contract without reimbursing the customer for alleged damage and / or fines. In the event of force majeure, unforeseen circumstances and / or a justified reason, even if the performance has become too burdensome due to the occurrence of extraordinary and unforeseen events, the resort or those who have the right to withdraw from the agreement will in this case, he must inform the client of the date of the stay. Otherwise, in the event of the unavailability of the booked service due to overbooking or for other reasons, however attributable to the resort (for exceptional management reasons), the latter is obliged to offer its customer alternative replacement accommodation in its category equivalent or higher than the one booked, within the resort itself or, possibly, at another resort, belonging to a category at least equivalent to the category booked by the customer and offering comparable or superior services. However, the customer is free to withdraw from the contract if the proposed solution does not meet his needs, the resort will refund the amount already paid by the customer, without imposing any penalty.


If, after the departure of the customer, the organizer is for whatever reason unable to provide an essential part of the services provided for in the contract, except for facts relevant to the consumer, he will have to offer alternative solutions at no additional cost. From the contractor and if the services provided are of a lower value than intended, the resort will reimburse an amount equal to this difference. If no alternative solution is possible, the resort will reimburse the consumer for the difference between the cost of the services provided and that of the services provided up to the time of early return.


Clients are required to carry valid ID, which must be registered on arrival at the resort referred to in the agreed contract, as well as residence and any transit visas and health certificates that may be required and in any case with the documentation required is with regard to nationality and origin. In any case, customers will check before departure that they update the general information related to health obligations and the documentation required before traveling with the appropriate authorities and update them before travel. In the absence of such verification, no responsibility for the non-departure of one or more consumers can be attributed to the seller and / or organizer. Participants must also adhere to the rules of normal caution and diligence and specific to the countries of destination of the trip, with any information provided to them by the organizer and / or seller, as well as with the regulations and administrative and legal provisions regarding the tourist package. Participants are liable for any damage that the organizer and / or seller may suffer as a result of non-compliance with the aforementioned obligations.

The official classification of facilities is only given in a catalog or other informational material based on the formal and explicit indications released by regional and national experts.

The organizer is liable for the damage suffered by the consumer as a result of the total or partial non-fulfillment of the contractually owed services provided by him, unless he proves that the event was caused by the consumer (including by the latter independently taken initiatives during the implementation of the tourist services) or due to circumstances unrelated to the provision of the services provided in the contract, due to an accidental event, due to force majeure or due to circumstances that the organizer himself, according to professional diligence, could not reasonably foresee or dissolve.

The compensation of the organizer as a result of the harm to the person does not exceed the limits set in the international agreements of which the European Union refers to whether the failure leads to his responsibility.


Acceptance of the contract of sale, in accordance with the specifications described above, implies the customer's consent to the video and photo recording that may be made in the accommodations by the resort and / or third parties authorized by them for advertising purposes only. Includes online disclosure, in full compliance with current privacy legislation. The authorization of the customer is release for the resort and / or for third parties authorized by it to use the video and photo images for the purposes and in the manner indicated in paragraph 1, unless the customer indicates otherwise filming at this time.


The purchase and sale of products and services electronically is regulated by law. For what is not stated in these conditions, we refer to the Civil Code and the existing laws.



With the confirmation of the offer, the customer accepts the conditions of the current reservation, the price list and undertakes to respect the regulations of the resort. The service provider has the right to withdraw from the aforementioned service contract if the subscriber, the family or his / her guests do not respect the existing rules.

Some special promotions that have been taken since the price list publication date are the result of a negotiation with the providers and cannot be retroactive. The offers are not cumulative.

The images used to describe the products and services are approximate and in some cases may not be faithful to the resort. The images of the accommodations may differ from reality for the asset, location, arrangement, internal or external furniture, due to the different locations where the campsites are set up.

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