FAQs for guests
Do you have any questions? Find the answers here! Enter your keyword in the search bar or click through the categories.
General
What is hinterland.camp?
We founded hinterland.camp in 2020 with the mission of enabling a new, sustainable way of traveling - today we are Germany's leading platform for camps and cabins close to nature. Always in a secluded location, surrounded by nature and far away from the crowds. Discover over 3.000 campsites as well as tree houses, tiny houses and more with friendly hosts who look forward to your visit. All accommodation can be booked with just a few clicks via our website and the Hinterland app.
Do I have to pay anything for hinterland.camp?
Hinterland is completely free to use the platform and app. Only when you decide to book a pitch, a tiny house or a cabin you have to pay the costs for the overnight stay. Additional services such as electricity, water, firewood, ... may incur further costs in consultation with the hosts. You can usually find this information in the listing description, otherwise you are welcome to contact the hosts.
How many other campers should I expect on the campsite?
We have many camps in a completely secluded location, but also some that can be booked with up to three vehicles. You can find out how many pitches a host offers in the listing under "Available spots on camp". If you only want to discover camps in a secluded location, simply use our filter.
Is there an app?
Yes, there is a Hinterland app that allows you to book your outdoor adventures even more quickly and easily while on the move. Hinterland App
Are there any basic rules that I have to follow?
Our hosts make the rules. Please ensure that you treat the hosts' property with respect and leave the camps and cabins clean and tidy at all times. Nature and peace and quiet are valuable assets.
Can the campsites also be rented permanently?
Permanent campsites are not really the "point" of hinterland.camp. Information on the maximum length of stay can be found in the listing under "Overnight stays". If you would like to stay longer, please contact our customer support directly at hallo@hinterland.camp so that we can discuss a longer stay and individual price with the host.
What's the deal with the VW campsites?
We have been an official partner of Volkswagen Nutzfahreuge since 2021. Together we curate ten unique places exclusively for VW campers per season, which you can recognize by the "VW only" label. Don't have a VW? No problem, because we regularly give away road trips with the latest models! You can find more information here.
Which VW models are allowed on the "VW only" camps?
All VW-based motorhomes are welcome on the ten exclusive camps. Please note that these are campsites for motorhomes and not tent pitches - tents set up as roof tents are of course permitted. All other pitches (we now have just under 2,500 pitches) are of course still open to ALL. :-)
Payment
Which payment methods are supported?
Payment is very easy via our homepage or app using Apple Pay, Google Pay or credit card.
Why can't I pay in cash at the camp or cabin?
Cash payment is not permitted, as we as a platform live from a service fee that we would lose if you paid at the camp or cabin.
When will the amount be debited?
This depends on when you book your camp or cabin. The money will be collected or debited from your specified account or credit card at the earliest 30 days before arrival.
Why is there €0 on my credit card statement?
The debit of 0.00 euros that you see on the statement is just an indication that everything went well with the authorization of the credit card payment. The amount is already earmarked, so to speak, and will be debited shortly before the start of your trip.
Booking
How do I book a camp or cabin?
You can book or request a camp or cabin via the listing. Select your desired travel dates and click on "Continue with booking" or "Continue with request", then you will be guided through the process step by step.
All your requests and bookings can be found under "My trips".What is the difference between instant bookings and bookings on request?
When booking on request, your hosts have the option of confirming the booking in advance, so you still have to wait for the booking confirmation. With instant bookings, this step is not necessary and your booking will be confirmed automatically. In special cases with instant bookings, your hosts may cancel the booking within 24 hours, in which case you will receive a notification by email or a push message in our app.
You can view the status of your requested booking at any time via "My trips".Can I book a camp or cabin at short notice?
You can also book an overnight stay at short notice (even on the same day). In some cases, you may only be able to book listings with an instant booking function the day before or until 12 noon on the day of arrival - in this case, please contact our Customer Support and we will clarify everything for you.
When will I receive feedback on the status of my requested booking?
Experience has shown that our hosts always reply very reliably and quickly within one day. However, please also note that most hosts are private individuals and offer their accommodation alongside their actual work. You can check the status of your requested booking at any time via "My trips". You will also receive an update by email or push message in our app when your booking has been accepted.
How do I know if a camp or cabin is available?
You will find a booking calendar in the advertisements where you can see when a camp or cabin is available or not. Dates that are already booked or blocked by the host are crossed out and cannot be clicked on.
Can groups also book a campsite?
The maximum number of people per place can be found in the listing. Group bookings may be possible in exceptional cases - please contact the host directly. If he/she agrees, please contact our Customer Support at hallo@hinterland.cam so that we can discuss a group booking and an individual price with the host.
Can I rebook existing bookings to another date or shorten them by nights?
If you would like to rebook or shorten a booking in a special case, please contact our Customer Support at hallo@hinterland.camp.
Can spots also be booked per person?
The price per night includes the number of people per spot as determined by the host. You therefore pay the price per spot and not per person.
Communication
How do I get in touch with the hosts?
On the listing page, you can start a chat at any time using the "Contact host" button and ask individual questions directly to your hosts (this will not yet result in a booking). This function is available to you as soon as you are logged in.
Why are phone numbers and e-mail addresses hidden in the chat?
We hide telephone numbers and email addresses so that bookings and payments are processed securely via our portal. After a binding booking, you can view the address, telephone number and email address of your host under "My trips".
How can I rate a camp or cabin?
After you have visited a camp or cabin, you can rate the listing using a 5-star scale and a text. As a reminder, you will receive a short email after your departure, otherwise you will find this function under "Reviews" in the navigation bar. It is only available to you if you have completed a trip to the Hinterland. With reviews you help other guests and hosts immensely, so feel free to leave reviews to improve the Hinterland experience for everyone! :)
Cancellation
Until when can a booking be canceled?
Hosts set their own cancellation deadlines. You can always see this transparently in the listing and while booking. There you will find a specific date that shows you exactly when you can cancel the booking free of charge. The following deadlines exist for the hosts to choose from:
Flexible: As a guest, you can cancel up to 1 day before arrival (12:00) and receive a full refund of the booking amount including hinterland service fees.
Relaxed: As a guest, you can cancel up to 10 days before your arrival and receive a full refund of the booking amount including hinterland service fees.
Moderate: As a guest, you can cancel up to 30 days before your arrival and receive a full refund of the booking amount including hinterland service fees.
As a guest, you have the opportunity to make super easy use of the German right of withdrawal and can therefore always cancel independently & free of charge within 48 hours of booking, but no later than 1 day before arrival.
You can also ask your hosts for a goodwill cancellation after your cancellation period has expired. To do this, you have the option of explaining the reason for canceling your booking under Cancellation. The hosts can then decide whether to reject the cancellation request or refund you either 100% or 50% of the booking price minus the Hinterland service fees.How can I cancel a booking?
In your dashboard under "My trips" you can see for each trip until when you can cancel it free of charge - and can then cancel it yourself using the "Cancel booking" button. You can submit a cancellation request to your host outside of the cancellation period set by the host. This can also be done via the dashboard in the "My trips" section, choose the respective booking, cancel under "Cancellation". Please note that this is a goodwill cancellation and it can be helpful to explain to your host in as much detail as possible in the text field why you cannot take the trip. Your hosts can then decide whether or not to reimburse the costs.
Here you can find information about the cancellation costs.What are the cancellation costs?
If you as a guest cancel a booking at least 30 days before the arrival date, the rental price will be refunded, but not the service fee. If you cancel a booking within 30 days of the arrival date, no refund will be made.
Who should I contact if I have a complaint?
As a guest, you are obliged to report serious complaints within 24 hours of arrival by email (hallo@hinterland.camp) and to provide detailed information or evidence (e.g. in the form of photos or videos) about the circumstances of the complaint. We will then review your individual case and if your complaint is justified, we may withhold payment of the booking to the host.
Until when is a complaint possible?
If you wish to make a complaint, this must be done within the first 24 hours of arrival at the camp or cabin by sending an email to hallo@hinterland.camp. You must also include detailed information or evidence (e.g. in the form of photos or videos) that will give us a better insight into the circumstances of the complaint.
Is it possible to cancel as a gesture of goodwill after the cancellation deadline?
Yes, it is still possible to request a refund of the booking costs after the cancellation deadline set by the hosts. Please note, however, that this is a goodwill cancellation in which the hosts decide individually whether to grant a cancellation. If they accept your request and agree to cancel, they can also decide whether to grant a refund of 100% or 50% of the booking price minus the Hinterland fees.
Do I get a refund if I leave early?
Payment processing is triggered on the day of arrival, which is why the money can no longer be refunded after the day of arrival. A refund in the event of early departure is therefore not possible.
Furnishing
Are there options for gray and black water disposal?
You can find all information about the facilities directly in the advertisement under "What this accommodation offers you".
Are sanitary facilities provided by the hosts?
You can find all information about the facilities directly in the advertisement under "What this accommodation offers you".
Are power connections available on the pitches?
You can find all information about the facilities directly in the advertisement under "What this accommodation offers you".
Can I bring my dog with me?
You will find information on whether dogs are welcome directly in the listing under "What this accommodation offers". When searching for a pitch, you can also activate our "Dogs welcome" filter.
Arrival & Departure
Are there fixed arrival or departure times?
Arrival and departure times are at the discretion of our hosts and are often very flexible. Please get in touch with your hosts directly to discuss all the details regarding arrival and departure. In some cases, you will also find the information directly in the advertisements.
When will I find out the exact address of the pitch, the Tiny House or the Cabin?
You will find the exact address and contact details of your host after booking under "My trips". This way, we prevent guests from traveling directly to camps without booking in advance. In addition, we cannot publish this sensitive data in advance for data protection reasons.
Unsure? Ask Steffen!
Steffen Wagenknecht
Customer Support
Still have questions? Steffen will make sure that you feel completely at ease with us and will be happy to explain to you in detail how everything works.