FREQUENTLY ASKED QUESTIONS

01. I WOULD LIKE TO BOOK

HOW TO BOOK?
How can I book?
You can book directly online, by clicking on BOOK (white button) in the upper right corner. Availability is displayed in real time and our payment system is secure. You can also choose to contact our camp by phone at +1 (657) 204 5526. They will be able to inform you about the destination, the availability, the different types of accommodation,etc. To book your stay, you will have to pay the total amount of the stay according to the and the reservation date.

Are you open during winter?
For the time being, our camp is not open during the wintertime. The opening and closing dates of our camp may vary each year.

What is the minimum and maximum length of stay?
The minimum length of stay varies according to the time of year (between 1 and 3 nights minimum). You can make a price simulation by clicking on the BOOK button (in white) on the top right corner of all the pages on the website. Reservations for more than 30 nights are not possible online, please call our camp at +1 (657) 204 5526 for more information.

USEFUL INFORMATION
Can I see a map of the camp?
Yes, the map is available online, you can click on LODGING at the top of each website page and select “view camp map” (in blue).

Can I choose a location or specify a preference?
Accommodations are assigned randomly, and your unit number will only be
communicated at check-in. If you wish to be assigned to a specific unit, you can
communicate your preference by phone at +1 (657) 204 5526. Our team will do their best to accommodate you, however, we are not able to guarantee specific
accommodations.

How to book several pitches or accommodations at the same time, or side by
side?
Our website allows you to book up to two accommodations at a time. To book more than two accommodations, you can call our camp at +1 (657) 204 5526. Accommodations are assigned randomly, and your unit number will only be communicated at check-in. If you are traveling with someone else and wish to be lodged next to one another, you can communicate your preference by phone at +1 (657) 204 5526. Our team will do their best to accommodate you, however, we are not able to guarantee accommodations side by side.

Are the properties accessible to people with reduced mobility?
The natural configuration of the site (grass, sand beach, etc.) can make getting around the camp very difficult. Please know access to the accommodations may need you to take a few stairs. Before making your reservation, we recommend you contact the camp’s front desk at +1 (657) 204 5526 for more information.

Are pets allowed?
Yes, pets are welcome in all our accommodations for a small nightly fee. Pets must be vaccinated and kept on a leash. We also ask that you do not leave your pets alone in the accommodations nor let them climb on the furniture. Dangerous or aggressive animals are not allowed on our sites, we invite you to consult our CGV conditions to know which dog breed is accepted or not. Some common areas may not be accessible to pets, please refer to the signage onsite.

Do you accept unaccompanied minors?
No, unaccompanied minors (under 21 years old) are not accepted, even with a parent’s certificate.

OFFERS AND RATES
How do I check availability and calculate the price of my stay?
To know the price for the requested dates, you can simulate a reservation online by clicking on the white BOOK button (top right corner). Once you have selected the dates of your stay, all the available accommodations and their prices will be displayed. The price displayed at this stage is the price of the accommodation only, excluding options, taxes and possible discounts. You can also check availability by calling the camp at +1 (657) 204 5526.

How do offers and promotions apply?
If you wish to use a Promo Code, please enter it at the time of booking during the payment process. You can also communicate it to our booking agents during your reservation by phone. Offers and promotions are never retroactive.

What is the difference between STANDARD and FAMILY CAMP rates?
The STANDARD rate includes the rental of the accommodation, according to the number of people (depending on capacity), the utility charges (water, gas, electricity), access to the reception services, and other facilities.
The FAMILY CAMP rate includes the same services as the STANDARD rate with the addition of three meals per day and per person and the activities.

How do I book the FAMILY CAMP rate?
You can book your stay with the FAMILY CAMP rate online by selecting the rate during the booking process. You can call our camp at +1 (657) 204 5526 to make a reservation over the phone.

I have already booked my stay, can I add the FAMILY CAMP to my reservation?
Yes! You can call our camp at +1 (657) 204 5526 to add the FAMILY CAMP to your reservation.

02. PAYING FOR MY STAY

PAYMENT METHODS
What are the accepted payment methods?
You can pay online or over the phone using a credit card (VISA or MASTERCARD). You can pay using your PayPal account when booking online. If you prefer to pay cash, you will only be able to do so onsite without a prior reservation.

Can I pay with cash?
Cash is only accepted onsite.

PAYING LATER
Can I pay in installments?
No, you must pay the full amount of your stay at the time of booking.

03. BEFORE MY STAY

MY STAY
When will I receive my booking confirmation?
The booking confirmation is sent by email automatically after payment of your stay. If you have not received a confirmation email, please check the junk mail in your mailbox or ensure that your email is spelled correctly. You can ask us to send it back to you, by email at catalina@huttopia.com or by phone at +1 (657) 204 5526. You will also find all the information about your stay in your customer area.

I want to add options
You can do this by contacting our reception directly by phone at +1 (657) 204 5526, or by email catalina@huttopia.com.

What are the activities available onsite?
Multiple activities will be planned every day, the schedule will be available at the front desk. Activities may include movie nights, campfire, arts and crafts activities, etc.

Can I pre-book activities?
No, it is not possible to pre-book activities. You will be able to book activities at the front desk each day.

What are the check-in and check-out times?
The check-in time is 4 p.m., and the check-out time is 11 a.m. Our reception closes at 8p.m, if you arrive after reception hours, please inform the camp team at +1 (657) 204 5526.

I will probably arrive after the reception is closed; how should I proceed?
Contact the reception, preferably by phone at +1 (657) 204 5526, to see (depending on your arrival time) how to proceed.

HOW TO GET THERE?
Do you offer transportation to the camp?
No, you are responsible for your transportation to and from the camp.

How to reach the camp?
As our camp is only accessible by boat, you would need to book a ferry to Avalon, and a water cab from Avalon to White’s Landing. To reach Avalon on Catalina Island, please book in advance your ferry crossing with one of the following companies: Catalina Express or Catalina Flyer, from Long Beach, San Pedro or Dana Point. We work with Captain Eric at Avalon who provides rides every day to and from the camp. You can make a reservation for your ride with Captain Eric at +1 310-775-7180. Rates are $50 per adult and $40 per child (per round trip). We recommend you book in advance.

Can I access the camp by car?
No, the camp is only accessible by boat.

Can I reserve a mooring site if I come with my own boat?
Yes, you can reserve a mooring site through the VisitCatalinaIsland website.

CANCELLATIONS AND CHANGES
What is the cancellation policy?
You can cancel or modify your stay up to 30 days before your arrival and receive a refund. However, a cancellation fee of 3.5% of the amount of the stay will apply. Between 29 and 15 days before your arrival, you can modify the dates of your stay for a fee of $50. In case of modification: if the cost of the new stay is higher than that of the initial stay, you will be asked to pay the remaining balance. However, if the cost of the new stay is lower than that of the initial stay, no refund will be issued. No cancellation or modification made less than 30 days before arrival can result in a refund. After one modification, the new stay becomes non-cancelable, non-amendable.

How to cancel or change my booking?
To make any modification on your booking or to cancel your stay you can call the camp reception at +1-657-204-5526.

04. MY STAY IN A RENTAL

USEFUL INFORMATION
What are the different types of accommodations?
We offer different types of accommodations divided into two main categories:
– For families: Bell tent, Classic or Classic Mini.
– For two: Bonaventure or Cabanon
You can find out more about our accommodations in the LODGING section (at the top).

What is the maximum capacity of the rental accommodations?
The maximum capacity of all our rental accommodations is between 2 and 5 people (including children). Please review our LODGING page to check the capacity of each type of accommodation. For safety and comfort reasons, it is not possible to exceed the capacity noted. If you exceed this maximum capacity, you will be required to book a second accommodation.

INCLUDED (OR NOT)?
What is included with my booking?
With the reservation of your accommodation, are included: all the utilities (water, gas, electricity), access to the communal facilities and to the other equipment.

Are sheets and towels provided?
No, sheets and towels are not included. You can add our sheets and towels package for a fee of $30 + taxes per person (contains sheets, pillowcases and bath towels) when booking, at check-in or by calling us at +1-657-204-5526.

Are toiletries provided?
No, toiletries are not included. You are more than welcome to bring your own or you can purchase some at the grocery in Avalon or at our camp store.

What should I bring?
Here is a list of what we recommend you to take:
● Sunscreen
● Hat/cap
● Reusable water bottle
● Swimsuit
● Beach towel
● Walking shoes
● Flip flop
● Flashlight
● Mosquito repellent

What equipment is available in my accommodation?
You can refer to the detailed inventory of each accommodation on our LODGING section.

Is my accommodation heated and does it have AC?
No, none of our accommodations have AC nor heating.

Can I rent a baby kit?
No, we do not offer any baby kit rental.

Do I have to clean up when I leave my accommodation?
There are a lot of ways that staying in one of our tents is different than staying in a hotel, and leaving your space clean and organized before you check out is one. But don’t worry, it’s quick and easy!
Here is what we expect guests to do prior to checking out:
● Wash and put away all dishes, as well as pots and pans
● Empty your cooler
● Sweep the floor and patio
● Take the trash out and bring it in front of the door

05. DURING MY STAY

RECEPTION
I wish to extend or shorten my stay
Extensions are always possible and subject to availability. Please know no refund will be possible in case of an early departure. We suggest you go to the reception to ask about your options to extend or shorten your stay.

Is the property accessible to people with reduced mobility?
The natural configuration of the site (grass, sand beach, etc.) can make getting around the camp very difficult. Please know access to the accommodations may need you to take a few stairs. Before making your reservation, we recommend you contact our camp’s front desk at +1-657-204-5526 for more information.

I’m onsite and I need assistance.
Do not hesitate to contact the reception team onsite, they will make every effort to assist you if you are missing some items in your accommodation, if you are unable to operate an equipment, etc. You can also reach them by phone at +1-657-204-5526.

FOOD AND DRINKS
Do you provide food and drinks?
Reservations made with the FAMILY CAMP rate include three meals per day and per person. The breakfast buffet will be served from 8 a.m. to 9:30 a.m., the lunch buffet will be served from 12 p.m. to 1:30 p.m. and the dinner buffet will be served from 6 p.m. to 8 p.m. Customers who have booked the STANDARD rate will not have access to the buffets.

What food options do you offer?
Buffets accessible to reservations with a FAMILY CAMP rate may include meals such as; quiche, wraps, lasagnas, hot dogs and breakfast options. A meal schedule will be available at the front desk upon arrival.

Will there be vegetarian, vegan or gluten-free options?
We can accommodate vegetarian options on the Family Camp menu, but unfortunately, we are unable to accommodate vegan or other dietary restrictions.

Is the Family Camp menu customizable?
The Family Camp menu is a fixed menu, subject to change without notice.

Is there a restaurant nearby?
Our camp is located in a secluded area and is only accessible by boat. The closest restaurants would be located at Avalon. Please know you are responsible of your own transportation to and from the campground.

Is there a grocery store nearby?
Our camp store on site contains mostly hygiene products, dried food and snacks. You will not find any fresh produce to purchase onsite. If you wish to go grocery shopping, you can do so at Avalon or you can bring your own food.

If I choose to cook my own meals, what is provided?
All our accommodations will have access to a kitchen kit that includes all the cookware, dishware and silverware needed during your stay. Your accommodation includes a large cooler and ice packs (ice is available to purchase at the front desk). Customers will have access to three shared barbecues by the beach and can borrow a camping stove at the main lodge.
For the Cabanon; the kitchen kit will be located at the main lodge along with a private mini fridge.

Is tap water onsite safe to drink?
The tap water in the shared bathrooms is not safe to drink. You will find a drinking fountain at the main lodge.

ACTIVITIES AND SERVICES
Are activities complementary?
Activities are only included with our Family Camp package.

What are the activities included in the family camp package?
We invite you to have a look at our Activity Program (link) to learn more about the type of activities. Please note the activity program is given as an example and is subject to change, without prior notice.

What services are available on site?
You will have access to a volleyball, basketball court,ping-pong table, board games and corn hole and activities will be organized every day. Shared BBQs are available by the beach, and you can also borrow a camping stove at the front desk. Beach chairs, umbrellas and picnic tables are at your disposal. All accommodations will have access to a shared bathroom facility with toilets, showers and sinks.

Do guests have access to a WIFI network or cell phone coverage?
Yes! You will have access to a free WIFI connection at the main lodge and cell phone coverage on the island is reliable.

Is it possible to make a fire outside?
No, due to fire restrictions and the conservatory status of the island, it will not be possible for customers to make their own fire. However, activities may include campfires and will be lit by and under staff supervision.

Is there a quiet time?
Yes, we do ask our guests to respect their neighbors’ sleep and to observe the quiet hours between 10 p.m. and 8 a.m.

06. AFTER MY STAY

What if I forgot a personal item when I left?
You can email us at catalina@hutopia.com or call the camp at +1-657-204-5526.

Will I get a copy of my invoice after my stay?
At the end of your stay, and for reservations booked online or over the phone, we will send you an invoice email summarizing each transaction of your stay.

Why do I need to complete the satisfaction survey?
We value all feedback, which is why we send you a satisfaction questionnaire by email after your departure. Whether your stay met all your expectations or whether you encountered difficulties, do not hesitate to submit your opinion by filling out the questionnaire. We read each questionnaire carefully. Your answers help us to further improve our offers and services and to better adapt
them to your expectations.

How do I make a claim?
Our teams are committed to ensuring that your vacation is a memorable experience. If you are not completely satisfied with your stay, we invite you to let us know via our complaint form in the CONTACT US icon (email icon on the top right corner). We will do our best to process all requests as quickly as possible and provide a satisfactory response to each one. If you are onsite and you encounter a problem, our teams are at your disposal, so do not hesitate to consult them directly.