7 Aug 2016

Frequently Asked Questions in Spain

Common Questions Answered

How I can rent my Puzzle Camper?

The best way to rent your Puzzle Camper is contacting us via e-mail (info@puzzlecampers.com). Tell us what you need, how many days you’re going to need your Campervan and especially which model you’d like. We’re here to help you!

Can I travel abroad Spain with my rental Camper?

Yes you can! You only have to contract the extra coverage that allow leave Spain with a Puzzle Camper. You could visit Portugal or other european country. Morocco is strictly prohibited. We are working on it for the future!

What is included in the rental price of my Puzzle Camper?

It’s included VAT, compulsory insurance and basic equipment (fridge, water tank, sink, kitchenette, outdoor shower, table and chairs). If you want to rent extra equipment, such as bed sheets, pillows, towels, cooking utensils, bicycles, GPS, etc.., you should do it when booking.

How many miles / kilometers can I drive with my Puzzle Camper?

You have included, in the base price, 1,000 kilometers (622 miles) a week. For rentals of less than seven days, the included mileage is 140 kilometers (87 miles) per day. Each additional kilometer will be charged at 0.30euros / km + VAT . Please do not forget that the minimum rental period is seven (7) days.

What are the requirements for rent my Caracolvan Camper?

The first base of puzzle Campers in Spain is in El Puerto de Santa María, Cádiz, Andalusia, Spain. Pick-up is free on these locations: at our base, at the Jerez de la Frontera (XRY) airport and in Cadiz city centre. If you want to pick up or drop-off your Puzzle Camper at Seville Airport (SVQ), the service has a cost of 50 euro each way (on request). If you are interested in another location, please contact us to coordinate.

Can I go with my car to pick up my rental Puzzle Camper van?

Yes, of course. If you want to come by car to pick up your Puzzle Camper to our base in El Puerto de Santa María, Cádiz, Andalusia, Spain, you can leave your car parked until you return.

How I can get to Puzzle Campers to get my Campervan?

Click on “Where” link to find information on how to reach the Puzzle Campers base.

The base of southern Spain is in El Puerto de Santa María, Cádiz, Andalusia, Spain.

The base of northern Spain is near the city of Oviedo in Asturias, Spain.

You can get there by car, bus, train, plane or boat to pick up your Puzzle Camper.

What do I need to drive and pick up my rental van Puzzle Campers?

You must be at least 21 years old, you must have a valid drivers license with more than two (2) years old, an ID or passport and also a credit card / debit card to block the EUR 1,000 deposit (which will be lowered to 500 or 300 euros if you hire extra insurance coverage CDW + TCP). Please do not forget to bring all this because, if not, you won’t be able to pick up your Puzzle Camper, even if you’re already in our base.

How I can reduce the amount of the deposit of my Puzzle Camper?

To reduce the deposit from EUR 1000 to EUR 500 or EUR 300, you must hire extra cover partial protection against damage (CDW + TCP). With this CDW+TCP, your maximum liability on the Puzzle Camper van will be 300 or 500 euros, depending on the plan.

Why do I have to pay a deposit to rent my Puzzle Camper?

We’re sure you’re going to take good care of your Puzzle Camper, but we need to ensure that incidental damages are covered. If everything is OK when you return your Puzzle Camper, the deposit will be 100% refunded.

Can my dog or cat travel with us in our Puzzle Camper?

We love pets so… Yes, of course they can travel with you on board your Puzzle Camper. Please note that space is limited in the Puzzle Camper “S”. Also, remember that pets must travel according to traffic rules and they can not stand on the seat or the bed. Your Puzzle Camper must be clean at the time of return, so other users won’t notice that your pet has been on board.

How may I return my Puzzle Camper van?

It is a very simple process. You just have to be at the time and place indicated on the reservation. In addition, your Puzzle Camper has to be in the same condition as it was when you picked up: clean (both the exterior and the interior, except sheets and towels, we will wash them), with FULL fuel tanks and EMPTY water tank. If you can not meet these conditions will charge the amount corresponding to each service.

If I have a reservation and I cancel it, do I get my money back?

  • If you have made a reservation and, unfortunately, you can not come to enjoy your Puzzle Camper, you will get back 75% of the total amount if you notify us with more than 30 days in advance.
  • If you let us know with 15 to 30 days in advance, you will get back 50%.
  • If you notify us with 7 to 15 days in advance, you will get back 25%.
  • If you notify us with less than 7 days or you do not notify, we will NOT give you back anything.

If my Puzzle Camper breaks down, what shall I do?

Keep calm, do not worry. Our Puzzle Campers are vehicles with less than one year and they are very reliable. But if you have any problem or failure you will be covered by a 24 / 7 road assistance. You just have to contact us and we will send you a breakdown assitance vehicle to the place where you are. The road assistance vehicule will try to solve the problem right there. If it’s not possible to repair onsite, we will try to repair your Puzzle Camper as soon as possible. If it’s not possible to repair it, we will try to give you another Puzzle Camper similar to yours.

I have seen that you have three bases, (North, South and Madrid). Is it possible to collect the Puzzle Camper in one and return it in another?

Yes, exact, it is possible (with an additional surcharge). To be sure of being able to offer this option, please let us know when making your reservation and we will tell you if possible on the dates you have chosen, as well as the steps you must follow.

If you have any other question, please do not hesitate to contact us on info@caracolvan.com
We will be delighted to answer all your queries.