| Frequently Asked Questions |
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| ClubRez: (Bookings) |
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| Q: What is ClubREZ? |
| A: ClubREZ is The Camping and Caravanning Club’s brand
new central reservation system allowing members to book UK Club Site pitches
online, via a dedicated Contact Centre or by calling the site directly when
open. This unique system links Club Headquarters with all UK Club Sites and
makes booking a Club Site simple and convenient.
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| Q: How do I use ClubREZ? |
A:
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To use ClubREZ click on the Book Now or View Bookings buttons on the Club’s
website, you can also login and book from site pages in Site Finder.
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Once logged in you will lead through a series of screens until you have
completed your booking for a site.
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The first screen will ask you to supply details about your camping unit and the
dates you want to stay at the site; it will then show you the pitch types that
can meet your requirements. You can then select which is appropriate as you
would on the paper form.
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The second screen asks you about the occupants of your camping unit while you
are staying on the site. Do you want the family deal? Do you meet the
requirements for Age Concession? Will you be bringing any additional equipment?
Do you have any Special Requests?
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The third screen summarises all of your decisions about your booking, press
continue if everything is correct or go back and amend items that are wrong.
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The fourth screen checks your information and asks you for payment details for
the deposit that is required. We currently take Visa and MasterCard as payment
types. You will notice the little padlock in the bottom right of your browser
showing that this information is encrypted and very secure when sent to our
servers over the web.
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The fifth screen confirms your booking if payment has been successful. Please
note or print this screen with your booking reservation number, to obtain a
full confirmation letter, click on the pdf link and save or print the letter.
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You can now go back to the main ClubREZ bookings screen and choose to book
again or view future or past bookings. The View Bookings button on the UK Club
Sites page will bring you straight to this screen if you want to view future
bookings and make changes up to eight days prior to arrival.
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| Q: Do I need to be a member to use ClubREZ? |
| A: Yes, only Club members can access ClubREZ online booking
system and will need to create a password on their first visit. Non-members can
join the Club for just
£30.00
per year, plus a
£5.00
joining fee (this fee is waived if you choose to pay by Direct Debit or
Continuous Credit/Debit Card Authority). However non-members can also book
pitches via the contact centre from 5th January.
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| Q: Can I make a booking over the telephone? |
| A: Yes, you can call the ClubRez Contact Centre on 0870
243 3331 between 8.45am and 8.00pm, Monday to Friday ( 10am to 7pm Wednesdays)
or telephone your chosen site when it is open.
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| Q: What do I need to make a booking? |
| A: Yes, a deposit as outlined in Your Place in the
Country (page 143) is due to reserve your booking; you will pay the balance at
the site on arrival.
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| Q: Do I need to pay a deposit? |
| A: Yes, a deposit as outlined in Your Place in the Country
(page 143) is due to reserve your booking, you will pay the balance at the site
on arrival.
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| Q: How can I pay? |
| A: You can pay your deposit using a Visa or Mastercard
card.
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| Q: Can I make a special request? |
| A: Yes, there are areas on the screen which allow you
to enter special requests such as “Near disabled facilities” and an additional
equipment section to allow you to enter details of extra equipment you will be
bringing such as a pup tent. Whilst every effort will be made by the Holiday
Site staff, we cannot guarantee every request.
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| Q: Can I change a booking I have already made? |
| A: Yes, you can go to the View Booking button, login and be
taken to the ClubREZ main screen from there you can select view bookings and
change your booking with ClubREZ providing your new requirements are available.
You may only do this up to eight days prior to arrival.
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| Q: Can I cancel a booking I have already made? |
| A: No, ClubREZ will not allow you to cancel a booking
on line. Cancellations can only be made through the Contact Centre or with the
site direct.
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| Q: What do I need to provide when I arrive at the site I
have booked? |
| A: You will need your Membership card and your booking
reference number.
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| Q: Can I get my Age Concession discount when booking online? |
| A: Yes, you can receive your discount, however you will
need to present your Membership card showing ‘Age Concession’ on arrival at the
site.
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| Members' Area: (Club membership) |
| Q: How do I use the Members’ Area? |
| A: The Members’ Area is where visitors can join the Club,
and Club members can renew their membership and update their details (e.g.
change of address, addition of email address). |
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| Q: When I join online, am I a member of the Club
straightaway? |
| A: Your membership is immediate and you can start using Club
sites and services straightaway by quoting your membership number which will be
provided via email. You will receive your membership pack and cards by courier,
within five working days. |
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| Q: Why can’t I change my payment details in the’ Amend my
Details’ section? |
| A: You are only able to update your payment details when you
renew your membership. ‘Amend my Details’ is simply to advise us of new contact
details for you, perhaps if you have moved house so we can ensure we send your
magazine and other items to the correct address. |
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| Q: Why can’t I choose to join more Special Interest Sections
via the ‘Amend my Details’ section? |
| A: Again, as joining Special Interest Sections has financial
implications to your membership, we are only able to make these sorts of
changes or additions online at the time of joining or renewing. If you wish to
join a Special Interest Section before your renewal date, please telephone the
Membership Department on 024 7647 5442 between 8.45am and 4.45pm (GMT), Monday
to Friday, please note the offices are not open until 10am (GMT) on Wednesdays. |
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| Q: Why can’t I apply for Age Concession when I renew my
membership online? |
| A: Age Concession can only be applied for at a UK Club Site
where you can present proof of age, i.e. driving license or passport. |
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| Q: I want to Amend/Renew my membership but cannot remember
my membership number? |
| A: You can telephone the Membership Department on 024 7647
5442 between 8.45am and 4.45pm (GMT), Monday to Friday, please note the offices
are not open until 10am (GMT) on Wednesday’s, and they will be able to tell you
your membership number. |
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| Q: I don’t have an email address, but when I fill in the
form to join the Club, it tells me that “Email address is required”. What do I
do? |
| A: The email address is a mandatory field when you join the
Club online. Likewise when you amend your details or renew your membership, an
email address is also required. We do this because we send you an email
confirmation. You will also see a confirmation on screen which can be printed.
If you DON’T have an email address, creating one is easy and free. Some popular
suppliers of email addresses are Microsoft (www.hotmail.com) and Yahoo
(www.mail.yahoo.com). Sign up and create an email address and then you can fill
in the email address field and carry on to join the Club, renew your membership
or update your details online. |
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| Q: Will the Club send me any spam email if I supply them my
email address? |
| A: No |
| General |
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| Q: When i try to login to the system, i get the following
error; "The details you entered could not be matched. If this error persists
please call ..... quoting this message and error code - MP_CheckUser.dll [00100
or 00500].". Why is this happening? |
| A: The system cannot find a match between the details you
supplied (membership number, postcode, surname) and those stored in the
database. Usually this is due to a typo in the details you have entered, but
sometimes it can be because our database information for you is out of sync. If
you are adament that your details are correct then please phone our call center
or email the Club via our 'Got A Question' form. |
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| Q: What’s the advantage of using the online facilities
compared to phoning the Club? |
| A: You can go online 24 hours a day, 7 days a week giving
you total flexibility to; book your pitch, join the Club or renew your
membership whenever you like.
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Q: I’m using the Members’ Area and have
noticed that only some pages are secure (as shown by the small padlock in the
lower right had corner of my Internet Explorer browser window. Why don’t you
secure all the pages?
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| A: Using SSL on a web page means that the web server that
hosts our web pages has to work harder to encrypt the sensitive information
before sending the output to you in your browser. This causes a small delay in
seeing the page in your browser. As we want you to see our pages as quickly as
possible, we have only enabled those pages that definitely require SSL.
These are pages that ask/show for credit card details and user login
information. Thus these pages will load a bit slower in your browser but this
is offset by the extra security that they offer by means of SSL.: |
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| Q: Is the website secure? |
| A: Your details are protected using sophisticated SSL
technology, ensuring that your personal and financial information is protected
through secure encryption when processing sensitive information online. SSL is
the de facto standard used throughout the world for e-commerce transactions.
Additionally the processing of payments will be managed by a dedicated system
for guaranteed peace of mind.: |
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| Q: Will my details be safe? |
| Once your details are supplied to the Club they are
maintained and secured in our internal database, which is managed here at Club
HQ.
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| Q: Will I receive confirmation to my email address? |
| A: Yes, when joining, amending or renewing your membership
online we will send confirmation to the email address you supply to us. In very
rare cases, when an email cannot be sent you will always see your confirmation
on screen, which you will be able to print out. |
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| Q: Why do I need to create a password? |
| A: In order to ensure the security of the site, and of your
personal details, all members should create an online password on their first
visit to the Members’ Area. This should be easily memorable but hard for anyone
else to guess. Passwords should be between 8 and 50 characters and should
contain both numbers and letters. The password will be required for all return
visits when amending/renewing online as well as for access to ClubRez. |
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| Q: What happens if I forget my password? |
| A: You can request your password to be emailed to you by
entering your email address. The email address you type in here MUST match the
email that is already stored in our database. This will be verified by our
database and your password will be emailed to you. If you change your email
address don’t forget to change it using ‘Update my Details’. |
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| Q: I want my password emailed to me but when I enter my
membership number and email address the message says there is no match, what is
the problem? |
| A: The system will only email the password if it finds
a match for both the membership number AND the email address supplied. If there
is no match an email cannot be sent and this message will be shown. You can
enter your email address by visiting the Update my Details section.
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| Q: I can’t see where to go to renew or update my membership? |
| A: There are four buttons on the home page which will direct
you to "Find a Site", "Book a Site", "Join the Club" or "Already a Member",
however some users have difficultly seeing these. If you cannot see these
buttons then click Membership Benefits button on the home page and then click
Members’ Area from the menu on the left hand side.
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| Q: Why do you ask to find an address via a postcode? |
| A: Using the postcode means that the majority of mail can go
through the automated sorting machines allowing it to be sorted quickly and
accurately. If mail does not have a postcode or has an incorrect postcode it
will have to be sorted manually which takes longer and can mean that mail is
sent to the wrong destination (although most mail is still delivered correctly
and on time). Thus every address that we take my make postcode mandatory.
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| Q: The system won't give me any addresses when i input my
postcode, why?
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| A: First of all check your postcode for syntax error as this
is normally why people can't find what they're looking for. Pay special
attention to the letter that look like number, such as the letter "O" and the
number "0", the letter "S" and the number "5". If you are still getting no
addresses returned then you can telephone the Membership Department on 024 7647
5442 between 8.45am and 4.45pm (GMT), Monday to Friday, please note the offices
are not open until 10am (GMT) on Wednesday’s.
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| Q: I don’t live in the UK and thus do not have a UK address,
why can’t I join the club, or even renew/update my details?
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| A: At present we only join members with a UK postcode. You
cannot supply a non UK postcode to our address lookup system on our joining
form. Likewise when renewing/amending, we ask the members to pass us login
information, one piece of which is their postcode. This also ONLY accepts UK
postcodes. To Join the Club, or renew/amend your details you are required at
present to call Membership Department on 024 7647 5442 between 8.45am and
4.45pm (GMT), Monday to Friday, please note the offices are not open until 10am
(GMT) on Wednesday’s.
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| Q: Why don’t you let me type in my own address instead of
choosing it from a list after I’ve entered my postcode?
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| A: We ask all users of the Members’ Area when supplying
their address to only input their postcode. From their postcode we then “talk”
to the official Royal Mail database via a third party supplier to retrieve the
list of houses (typically around 20) that correspond to that postcode. This
Royal Mail database contains all 27 million UK addresses and is kept up to date
by the people who know best – The Royal Mail themselves. By only asking you for
your postcode we; (1) save typing by the user; (2) get the users correct
address as stored by the Royal Mail. Point (2) is especially important because
research has found that some people don’t know their proper address. If
we let users type in all lines of their address then in a few cases this will
be wrong (not match the address stored by the Royal Mail) and hence cause
confusion if we send you anything by post (Membership packs, magazines etc).
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| Q: I have recently moved into a new house on a new housing
estate. I want to join the Club, but when I enter my postcode into the postcode
box and click the “Find” button, a message comes up on the screen saying “No
addresses returned for given postcode. Please check the postcode for mistakes
and click 'Find' to try again.” Supplying an address is mandatory and thus I
cannot join the Club without supplying one, and I don’t want to supply one that
isn’t mine because then all my membership details and magazines won’t be sent
to me. Why is this happening?
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| A: The address lookup system we use (see question above) is
kept up to date by the Royal Mail. We pay them indirectly to have access to the
27 million UK addresses. Sometimes when new housing estates are being built the
Royal Mail may take a few days to update their database of addresses to include
these. Thus, when using our address lookup system you may find that your valid
postcode doesn’t seem to exist, but if you tried again a few days later, there
would be no problem. If you don’t want to wait a few days, then you can join
via calling the Membership Department on 024 7647 5442 between 8.45am and
4.45pm (GMT), Monday to Friday, please note the offices are not open until 10am
(GMT) on Wednesday’s. They will be able to manually enter your address into our
system. The same applies if you are renewing/updating your details and want to
change your address and get the same error message.
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| Q: How long does it take the Royal Mail to update their
system with new addresses?
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| A: There are on average 100,000 addresses changes to the
Royal Mail database each month. These include the addition of new addresses.
Due to such a high volumn of changes it is reasonable to expect a small delay
of a few days for address changes/additions to filter through.
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