FAQ - Questions / Answers

Find the answers to the questions frequently asked by our customers:

  • I want to choose my date to visit Vulcania.
    When looking for your ideal holiday, please specify the dates of your visit to Vulcania. By default, the date of visit is the date of the start of your holiday.
  • What does my holiday include?
    The holiday includes the hotel night(s) booked in the chosen period, family breakfasts for the entire holiday, 1-day entrance tickets to Vulcania Park for all registered members of your party. Cancellation insurance can be selected when booking.
  • I wish to change my dates of stay and/or change accomodation.
    According to our general conditions of sale, our stay are non-redundable and non-exchangeable.
    However, if you have subscribed to the cancellation insurance, we invite you to make sure that the reason for your cancellation is included in the insurance conditions. If yes, please notify us for your cancellation by phone (+33 4 73 19 70 00) of by email (sejour@vulcania.com) so that we can send you the cancellation invoice that will have to be attached to your claim declaration on the Chapka Assurance website.
  • I don't know what 3D Secure payment is.
    The 3D secure system has been adopted by banks and e-merchants to secure your online purchase. With 3DSecure, additional information is required to validate your payment.
    You still enter your bank card number, expiration date and cryptogram. You will then be directed to your bank's site for additional information to finalise your payment.
    In the absence of this additional information (sent by SMS, email or other procedures specific to each bank), your payment will be refused.
    Check with your bank for authentication details. You will then return to the payment confirmation page and receive your order confirmation emails.
  • What payment methods are available for my holiday?
    When booking online, your holiday can only be paid by credit card (Carte Bleu, Visa and Mastercard).
  • I was not able to pay for my holiday.
    Check with your bank to find out why your payment was refused or for more information on payment with the 3D secure system. Without payment approval by your bank, your holiday will be cancelled after 30 min. You will be able to retry your online booking after 30 minutes.
  • I have not received my booking confirmation.
    Check your spam folder. Otherwise, contact our customer service by email to check that your email address has been entered correctly.
  • I need an invoice.
    You will automatically receive an invoice by email with your booking confirmation.
  • I wish to contact an advisor.
    You can contact customer services by email. Customer services is open Monday to Friday.
  • I have not received the documents for my subscription to cancellation insurance.
    You will receive these documents by email within two weeks of your booking. For more details on cancellation insurance, see this page.
  • I want to come in 2 days time and I cannot book.
    All partner accommodation must be booked at least 48 hours in advance to allow hotels to process your booking. To be sure that accommodation is available, we recommend that you plan your holiday at least 2 days before your arrival in Auvergne.