I have a question about

Before making a booking

Do I get an option to make a new booking without any conditions attached to it?

This is possible. We are happy to give you an option for up to 5 days (incl. Saturday and Sunday). You may either call us or send us an emai lto inform us if you decide to approve or cancel your option. You can arrange an option for a maximum of one working day within a month before arrival.

Can we only arrive on Saturdays at Roan?

With Roan you can check in and out from many campsites on Saturday, Monday, Tuesday and Thursday. The arrival and departure days may differ per campsite. On the campsite page you can easily view the arrival and departure days at your favourite campsite in the price table. A minimum stay of 2 nights applies. Bookings with arrival on Thursday have a minimum stay of 4 nights. This applies to all campsites.

What things do we still have to pay for on the spot at the campsite?

You are required to pay tourist tax in all countries. Count on between € 0,50 and € 1,- per person per day. Children are often free or half price.

At some campsites in Croatia (A.o. Vestar, Polari, Krk, Amadria Park Camping Trogir, Solaris Amadria Park Šibenik and Zaton Holiday Resort), you pay a so-called registration fee of +/- € 1 per person (for the duration of your stay, not per day). Service costs may still be charged in the Netherlands. At the following campings in the Netherlands the costs for water and electricity are not included: Hunzedal, Callassande and Kijkduin. These campings are subject to local charges at the time of booking (local charges include tourist tax, gas, light and waste charges).

Some campsites charge an extra fee for the use of various facilities, such as the swimming pool or the parking lot. If applicable, these surcharges are clearly stated on the camping pages in question.

This season we do not collect the deposit via a payment request or by cash payment. On arrival at the campsite our staff will give you a SEPA form. You fill in this SEPA form and as soon as you leave your accommodation, clean and without damage, you will receive this form back without us collecting anything. Our staff will provide you with free cleaning products if you wish. If you depart before 7:00 am, the SEPA form will be destroyed by our staff after your accommodation has been found clean.

You may also have to pay a deposit for using the pool facilities or at the gate entrance to the campsite. If the barbecue has not been cleaned on departure we are obliged to withhold €25,- from the deposit paid by you.

Can we book a final cleaning?

How nice is it that after a wonderful holiday you don't have to clean your accommodation yourself? At Roan we like to take this care out of your hands, since a few years it is possible to book, at almost all campings, a final cleaning! More information about the final cleaning can be found here.

Can we state our preference?

You may also state any preferences you may have. Our staff will do their utmost best to take your preferences into account when planning their campsite schedules. There is no charge for stating your preferences. However, we can never guarantee your preference but we promise to do our best!

If a preference you have given us is not possible, for whatever reason, you will not be informed beforehand.

At Roan, you can book a Next to each other guarantee or a Roan Preferred-pitch at most campsites.

On our website you can see when booking, when adding the extras, whether a Roan Preferred-pitch or a Next to each other guarantee is possible. 

For more information we refer you to our travel conditions.

What does the Refund guarantee entail?

If your holiday cannot go ahead due to a quarantine obligation in your holiday country or home country on a national level, we guarantee a full refund within 10 working days! Of course you can also opt for another destination. This guarantee applies to bookings throughout the season.

The money back guarantee does not apply if the quarantine is caused by the vaccination status of you or your travel companions.

We will never ask for your medical records, so if you were to travel to a destination where it has been determined that a quarantine is mandatory, for unvaccinated travellers, then this is not verifiable for us and you cannot use the Refund guarantee. The same applies to vaccinated travellers, again because this is unverifiable. If a country indicates that a quarantine requirement has been imposed at national level, regardless of vaccination status, then this is measurable to us and you are entitled to the Refund guarantee.

What are the reservation charges at Roan?

The reservation fee is € 27,-.

How can I book?

You can book with us by phone, email or at our website. After going through the booking process you will receive an email from us with the booking confirmation. Once the booking confirmation has been received, your booking is final and the deposit must be paid before the date stated on the booking confirmation.

Why do I have to pay €10,- consumer contribution SGR?

From 1 February 2021, the SGR Guarantee Fund will introduce a participation fee of € 10 per booking. This amount will be charged to the traveller by Roan Luxury Camping Holidays and transferred to the SGR Guarantee Fund.

Roan Luxury Camping Holidays is affiliated with SGR (travel guarantee fund). We do this in order to offer you, as a customer, protection. Should Roan run into financial problems, you will always receive your payment back via the SGR.

The own consumer contribution SGR (formerly SGR contribution) was abolished in 1999. At that time, the SGR had built up sufficient resources to pay out clients who had suffered losses in the event of any bankruptcies of travel organisations. As a result of Covid-19, the SGR expects more companies to apply for financial insolvency in the future and in order to ensure that the guarantee obligation can be met, this levy will be reintroduced.

Which extras can I add to my booking?

We thought about everything with Roan!  You can book the following essentials: stroller, cot, pull-along wagon, highchair, beachtowels, towels, your pet, the next-door guarantee and the pitch-guarantee.

What are the rules for the swimming pool?

In some pools, especially in Italy, a swimming cap must be worn at all times. Sometimes a cap or a bandana is sufficient. Some campsites in France do not permit swimming shorts but require men and boys to wear fitted swimming trunks. Check the water recreation section on our camping pages to see which type of swimwear is allowed. Please note that swimming pools at some campsites are closed at midday (siesta), for example, from 1 pm to 3 pm.

What is the difference between a Premium Plus Lounge and a Premium Lounge mobile home?

The mobile homes both have 3 bedrooms, air conditioning, a luxury lounge veranda, are suitable for up to 7 people and are 35 m2 in size. The big difference is the layout and appearance of the mobile homes. In addition, final cleaning is included with the Premium Plus Lounge! The Premium Plus Lounge is equipped with a kitchen at the front of the mobile home and a large sliding door to the decking and in the Premium Lounge, the kitchen is located at the rear and you can walk onto the decking through French doors. In the Premium Lounge there is a separate dining and sitting area, in the Premium Plus Lounge there is a combi dining/sitting area. The front of the Premium Plus lounge is also equipped with a modern 'stone-look'.

How much does a cancellation insurance at Roan cost?

As of, we offer the cancellation insurance of Mutuaide Assistance. This insurance reimburses you for the cancellation costs or the unused holiday days, if you have to end your holiday prematurely. This cancellation insurance costs 5% of the travel sum.

Can I choose my own pitch on the campsite?

By choosing for our Preferred-pitch you will be assured of the best pitch of your choice. The Roan Preferred-pitch costs €99,- and cannot be taken out in combination with the next to eachother guarantee.

What is included in the price?

The following is included in the rental price of your accommodation: the actual rent of your accommodation, gas, water, electricity, pitch fees and VAT. Prices are based on a maximum of 4 persons.  For the 5th, 6th and 7th person you pay a surcharge. The price excludes € 27 reservation fees per booking and a SGR Guarantee Fund participation fee of € 10 per booking. Tourist tax is not included. This tax is usually paid on site and at some campsites it is payable at the time of booking.

Are the facilities at the campsite open at all times?

Especially in off-season, you have to take it in to account that the facilities such as swimming pool, entertainment or restaurant are not open (anymore). Sometimes campsite owners can decide to open certain facilities later or to close them earlier. We try as much as possible to give the correct opening dates but take no responsibility for the eventual inaccuracies.

Is barbecuing allowed everywhere?

Almost all our campsites include barbecue facilities. If charcoal is allowed, you will find a free charcoal barbecue at your accommodation. However, if charcoal is not permitted but gas is, we will provide you with a free gas BBQ (including gas cylinder). Some campsites have a central barbecue area and some campsites do not allow barbecues because of drought hazards. If this is the case, you will find a luxury griddle at your accommodation. Our campsite pages include important information about the type and availability of barbecues at your chosen campsite.

Is there a surcharge for more than 4 people?

Our basic tariff is based on 4 persons. The following surcharges apply: £ 2 per night for the 5th person, £ 3 per night for the 6th person, and £ 4 per night for the 7th person. The surcharge at Bijela Uvala and Zelena Laguna campsite for the 6th person is £ 7. The surcharge at Pra’delle Torri campsite for the 6th person which varies from £ 3,5 to £ 11 per night (pay on spot). The surcharge at Domaine du Verdon campsite for the 7th person is £ 8. At Bijela Uvala, Zelena Laguna, Union Lido, Mediterraneo and Marina di Venezia campsites, a surcharge of £ 8 per night is charged for the 7th person.

Are pets allowed at Roan?

Pets are allowed only in our tents and lodge tents (not permitted on all campsites) The cost of bringing your pet is € 9/£ 7,- per night. While making your reservation you need to mention if you are going to travel with your pet. Pets at campsites Etruria and Le Capanne to be paid on site.

Can we book an accommodation next to each other with Roan?

For € 30 per accommodation, you are guaranteed of being located next-door to your friends or family (max. of 3 accommodations, same accommodation, same holiday period). “Next-door” also includes being located “opposite each other”, “back-to-back” or “diagonally
opposite each other”. In highly exceptional cases, we may not be able to honour our guarantee and in such a case, you are entitled to € 120 return on each accommodation (not available at all campsites). If a Preferred-pitch is possible on an accommodation, it is not possible to book the Next-door-guarantee.

On our website you can see when booking, when adding the extras whether a Preferred-pitch or a guarantee next to each other is possible.

A Preferred-pitch can be booked up to 1 day before the start of your holiday at the latest and cannot be taken out in combination with the neighbourhood guarantee.

Tourist tax

You are required to pay tourist tax on arrival. This can be done at the reception area or with one of our representatives. Some campsites already require you to pay the tourist tax when you book. In some cases, small children are free. Some campsites may require you to hand over your passport at the main reception area. This will be returned to you once you have paid the tourist tax or on your departure. At campsites Playa Brava, Bijela Uvala, Zelena Laguna, Lanterna Premium Camping Resort, Bi-Village and Park Umag you pay the tourist tax and registration fee with booking. Tip: many campsites accept a Camping Card instead of a passport.

What is the difference between a Next-door guarantee and a Preferred-pitch?

For € 30 per accommodation, you are guaranteed of being located next-door to your friends or family (max. of 3 accommodations, same accommodation, same holiday period). “Next-door” also includes being located “opposite each other”, “back-to-back” or “diagonally
opposite each other”.  You don't choose your own place, our campsite representatives will do it for you.

Do you want the best place on the campsite? By choosing for our Preferred-pitch you will be assured of the best pitch of your choice. Are you going on holiday together and want to stand next to each other? Then find the best places next to each other together! The Roan Preferred-pitch can be booked for only €99. 

A combination of the Preferred-pitch and the Next-door Guarantee is not possible.

About your existing booking

Can I cancel my booking (partially)?

You can cancel your booking free of charge until February 1st 2023. Your deposit must be paid prior to the date stated on your confirmation. However, it will be refunded to your account if you cancel before February 1st 2023 (except the mandatory consumer contribution SGR of €10). If you cancel after this date, you are required to pay cancellation fees (see Travel Conditions). If you decide to cancel part of your booking, you will have to pay a cancellation fee for the nights you cancel. N.B.: It is not always possible to lengthen or shorten your holiday. However, if you do so, you may be charged a cancellation fee since we strive to ensure that our accommodations are occupied at all times. If you have to cancel the entire trip, we would like to ask you to inform us in writing. You can send an email with your details.

When do I have to pay the deposit?

The deposit for 2023 is €99,-, if you have booked before 31 December 2022. If you book in January or February 2023, we ask a deposit of 15%. From March 2023 the deposit is 25%. If you have cancellation insurance, these costs will be added. The remainder of the payment must be in the possession of the booking office at least 8 weeks before arrival. If payments are not made within the specified period, the travel agency reserves the right to cancel the booking and the applicant will be liable for the cancellation costs.

If you book within 8 weeks of your arrival, then the total amount has to be paid at once. You do not receive giro collection slips, but you can pay by bank transfer, Mastercard, or VISA. By logging in to 'My Roan' you can easily choose which payment method you would like to use.

Can I change my booking?

You can always change your booking. In some cases, there may be additional costs. 

There are not any extra costs for: 

  • additional people
  • additional extras
  • additional nights
  • additional travel insurance

Of course, you do pay extra costs for the extra number of people, extras, etc. 

If your new booking amount is higher, you will have to pay a supplement. If your new price is lower, we will apply the cancellation percentage applicable on the date of change. To determine the price, we look at the price that is valid on the date of change. For changes within 28 days before arrival, we apply the price of the original booking date.

A change to a new date must always be within the same year as the original arrival date.

Roan has the right to change prices. Our prices may vary daily.

If you wish to deduct from your booking a certain number of nights (or previously booked extras or people), this is considered a partial cancellation. Cancellation fees will be charged on the price difference. 

When do I receive my travel documents?

After we have received your payment in full, we will send you the travel documents by e-mail (starting 1 March), 28 days prior to the start of your holiday. Those travel documents include your vouchers, information about the campsite and your accommodation.

Can I invoke the right of withdrawal?

The right of withdrawal does not apply to all services of Roan Luxury Camping Holidays. Services relating to accommodation to be provided on a specific date or during a specific period are excluded from the right of withdrawal. However, we do have a cancellation scheme. For more information about cancellations, see https://www.roan.eu/frequently-asked-questions under "Can I cancel my booking (partially)?''

Does Roan apply flexible pricing and what does this mean for my booking?

We monitor our prices daily and adjust them if necessary. It is therefore possible that the trip you saw yesterday has become cheaper or more expensive today. We apply the price of the moment you book your holiday. We will never charge you a higher price afterwards. If the price goes down on the other hand, we will not adjust your booking either. After all, at the time of booking you agreed to our conditions and the price at that time.

Till when can I still book extras?

Basically you can still book for extras till the day of departure (provided that it’s available).

Can I find all my bookings in 'My Roan'?

Bookings of 2022 and previous years can be found in your own Roan account. Due to the switch to a new reservation system, you will need to make a new log-in for your 2023 booking. Previously made bookings can no longer be viewed here.

When you have subsequently booked 2 or more reservations, for example when you combine two campings or go when you are going on holiday with several families at the same time, you will unfortunately only see the 1st booking. We are aware of this technical defect.

What happens if an unsafe situation arises in my holiday destination?

We look at the travel advice 7 days before arrival. If it is not safe to travel to your holiday destination, you can make use of our Money Back Guarantee, for which we adhere to the advice of the government.

Are rising fuel prices a reason to change or cancel my booking?

If you prefer to go on holiday closer to home because of rising fuel prices, you can always change your holiday according to our Terms & conditions. However, this is not a valid reason for cancellation.

What size should the mattress I want to bring for the cot be?

We offer cots with a standard size of 120 x 60 cm.

How do I log in for my 2023 booking?

You can view, manage and pay for your own booking in your own My Roan environment. Did you know that you can also book most of the extras here?

What is the current situation in Italy (Emilia-Romagna)?

We are in constant contact with the campsites and our camping staff in the region concerned. If a situation arises where your holiday cannot go ahead as planned or essential facilities (such as the swimming pool) are closed due to unforeseen circumstances, we will inform you personally by e-mail.

About Roan

Is Roan a British organization?

Roan is a Dutch organization, established in 1986. Almost 70% of our guests are Dutch. Besides that, our guests are from Denmark, Germany, Switserland, United Kingdom and Belgium. Roan Luxury Camping Holidays is part of the European Camping Group.

Is Roan a member of all kinds of organisations?

Yes, of course We are members of the SGR (Paragraph 1843).

Is your question not listed? We are happy to help you!

Opening hours

Mo - Fr 09.00 – 17.30
Sa - Su 10.00 - 16.00

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