Terms & conditions Europe
Payments and cancellations
If you book an accommodation in 2019, you must pay a deposit amounting to 30% of the travel sum. If you make a booking for season 2020 and book before 1 January 2020, you must pay 10% of your travel sum within 14 days and 20% must be paid before 21 January 2020 The deposit must be paid by the date stated on the booking confirmation form. The reminder of the payment must be received by the booking office no later than 8 weeks before the arrival date. If the travel contract is concluded within 8 weeks prior to departure, the entire travel sum must be paid immediately. If payments are not made within the set period, the travel organisation reserves the right to cancel the reservation and the person who has made the booking is liable for the cancellation costs. If an agreement is cancelled, the traveller is required to pay the following cancellation fees in addition to the any cancellation insurance charges:
• On cancellations made before 1 February in the year you are travelling: no charge
• On cancellations made between 1 February in the year you are travelling and the 42nd day (exclusive) prior to the day of arrival: 30% of the travel sum;
• On cancellations made from the 42nd day (inclusive) to the 28th day (exclusive) prior to the day of arrival: 60% of the travel sum;
• On cancellations made from the 28th day (inclusive) to the day of arrival: 90% of the travel sum;
• On cancellations made on the arrival day or later: the full travel sum.
Travellers are required to confirm all cancellations in writing. In case of cancellation, it is not possible to transfer any paid sums to a reservation for the following year.
Discounts and last-minute deals
Roan reserves the right to grant discounts on last-minute deals to customers who book a trip from that moment onwards. If you have already booked a holiday and a discount or special deal is offered after your booking date, you are not entitled to a refund. Discounts are not valid on extras. For all contiguous discounts: the cheapest nights are free and it is possible to combine campsites.
Early bird bookings in 2020
Changes and booking cancellations are permitted at no extra charge prior to 1 February 2020. If you made your booking before 1 October 2019 and wish to change it, you can do so at our special early bird booking rates. Early bird booking discounts, early bird prices and offers up to 45% are valid on bookings made before 1 October 2019. An early bird price is not the same as the lowest price guarantee. Roan reserves the right to change prices.
Changes made by the traveller
Changes that lead to an increase in the rental fee or where the rental fee remains the same are generally free of charge. You will be notified in writing if this change is possible. A fee of € 27 is charged for changes made within 28 days prior to departure, with the exception of changes that result in a lower sum. Such changes are considered partial cancellations and are subject to the cancellation conditions (see Payments and cancellations). Our reservation system is designed to ensure that our accommodations are occupied as much as possible. That is why it is sometimes not possible to extend or shorten an existing reservation (partial cancellation); you are required to reserve your accommodation for a pre-specified period. If your cancellation results in the accommodation being vacant, you may be charged the full sum over the period that has been shortened. We appreciate your understanding in this matter. Your reservation can be extended during your stay at the campsite if the desired accommodation is available. You are required to pay the campsite employee immediately for the extra nights. No claim can be made on early bird discounts or any other special deals applicable at that time.
You are responsible for having all the required valid travel documents (including those for children). The travel provider accepts no liability for any consequences arising from not being in possession of the correct travel documents.
After we have received your payment in full, we will send you your travel documentation by email or by post, 28 days prior to the start of your holiday. Please print all the travel documentation and ensure that you have it with you when you arrive at your holiday address. Showing your travel documentation on a phone or tablet is not accepted at all campsites. Access to the accommodation and / or campsite may be refused without valid travel documentation.
Availability of accommodations and deposits
Tents and mobile homes are available from 3 p.m. onwards. On the day of departure, you are required to leave your tent or mobile home no later than 10 a.m. If you arrive at your tent, mobile home or hotel later than you have booked, or if you depart earlier than expected, no refund will be given for your unoccupied accommodation, and the travel provider is free to re-let this accommodation. You will be notified immediately if we are unable to provide you with the accommodation you have reserved, e.g. in cases of insufficient interest or circumstances beyond our control. If possible, an equivalent alternative will be offered to you at no extra charge. If you do not wish to make use of this alternative, all paid sums will be refunded immediately. In that case, the travel provider will not be obliged to pay compensation for any damage. You are required to pay a cash deposit of € 100 on arrival.
Final cleaning in 2020
In 2020, it’s possible to book a final cleaning. The costs are €55,- for Mobile homes and lodge tent Woody (€28,- for the Go4Camp accommodation op San Francesco). The final cleaning for tents and lodge tent Holiday is €40,-. When you choose final cleaning, we would like to ask you to leave the accommodation broom clean, dispose of your waste and do the dishes. Also we would like to request you to leave the barbeque.
Campings with obligatory cleaning
At campsite Le Ranc Davaine, La Chapelle, Park Albatros, Portofelice, San Francesco (Roan accommodations), Norcenni Girasole, Etruria, Park Altomincio and San Vito/Cisano the final cleaning is obligatory. The fee is €28,- and must be paid when making your booking. The fee is €55,- for Union Lido and €45,- for Tonnara.
All prices shown on our website are based on a 4-person occupancy. There is a surcharge of € 3 per night for the 5th person, € 4 per night for the 6th person, and € 5 per night for the 7th person. Please note: Bijela Uvala and Zelena Laguna campsites both charge an additional fee of € 8 per night for the 6th person. Domaine du Verdon campsite charges an additional fee of € 13 per night for the 7th person, and Bijela Uvala, Zelena Laguna, Union Lido, Mediterraneo, Les Sablons, Marina di Venezia and Portofelice campsites all charge an extra fee of € 10 per night for the 7th person. Pra delle Torri campsite charges an additional fee for the 6th person, which has to be paid on the spot. The amount of this surcharge is subject to change. At campsite Pra delle Torri children 2 years and under are free of charge and children over 3 years and adults pay a surcharge ranging between €4 and € 12 per night, depending on the period booked.
Guests are required to use and maintain their accommodations with care and in accordance with campsite regulations. Some of the tents and mobile homes may differ slightly. Pitches for tents and mobile homes may vary in shape and size, even at the same campsite. In some cases, tent canopies cannot be used. We reserve the right to recover any damage and / or loss of our property from our guests. Any damage and / or loss that is detected must be reported immediately to the campsite staff member, who will then rectify the situation as soon as possible.
For your comfort, we recommend a maximum of five persons in our tents and 2-bedroomed mobile homes, and no more than six persons in our 3-bedroomed mobile homes. The maximum number of persons allowed in tents or 2-bedroomed mobile homes is six, and in our 3-bedroomed mobile homes, seven. For further information on exceptions, please check out the sections on accommodations. An additional tent cannot be used to increase the maximum number of people allowed per accommodation. An extra fee is sometimes charged if you want to pitch an additional tent. This extra fee must be paid on the spot. The maximum size of an additional tent is 2.00 x 2.00 m. You are required to observe the maximum number of persons allowed. All travel participants must be specified at the time of booking. The person booking the trip for other participants is jointly and severally liable for all the participants he / she registers.
If you exceed the maximum number of persons allowed, entry to the accommodation may be refused. We accept no liability for this. Parking is not always available at the accommodation itself. In such cases, you are required to utilise the central parking lot, situated nearby. The holidays offered in this guide are based on a family, travelling in one car. Deviations from this could result in problems at some campsites, and furthermore, the person who has made the booking is liable for any ensuing risks or costs. In the Supreme mobile homes, you can use your own Roan WIFI network with up to 3 devices free of charge. The travel provider is not liable for any damage resulting from non-functioning WIFI in our Supreme mobile homes or the WIFI at the campsite itself. In bad weather conditions, WIFI and satellite TV may not work properly. The new campsites in our guide do not necessarily have new accommodations.
The travel provider does not accept unsupervised young persons under the age of 23 in their accommodations. The travel provider also reserves the right to refuse alternative reservations, especially groups, without stating reasons. Group bookings can only be made by telephone. The booking will be accepted or not once we have checked on the campsite, ages, composition, and size of the group. We do not accept liability for any loss, theft, damage or injury caused to tenants and those using the accommodation offered by the travel provider.
Use of a safe at the campsite is at the tenant's own risk; the travel provider cannot be held liable for theft and loss from the safes / lockable closets provided. Tenants using the accommodation offered by the travel provider are required to respect the rules of conduct set by the campsite owner on site. Both the travel provider and the campsite owner reserve the right to deny access to the grounds or the accommodation if the tenant fails to comply with these rules of conduct. Our camp staff are not authorised to make decisions regarding liability on the part of the travel provider.
Use of camping facilities
In (early) low season and (late) high season, campsite owners may be forced to partially or completely close some facilities, such as the swimming pool, shops, and entertainment without notice. Opening and closing dates for facilities, such as swimming pools and entertainment, are subject to change. Swimming shorts are not always allowed in the pool. Some campsites require guests to wear swimming caps in the pool. Both our brochure and website have been compiled with great care based on the information available in November 2018. However, we cannot accept liability for any changes in circumstances during the holiday season. Furthermore, we are not responsible for any external factors, such as weather conditions, construction activities on site, vermin, noise pollution, campsite facilities (including swimming pool and WIFI and any conditions for which the campsite owner is responsible). A small fee may be charged for the use of some facilities or activities at the campsite. The travel provider is not liable for any changes to the channels offered in our mobile homes.
All photos and illustrations depicted in our brochure and website serve to give an impression of the destination and / or accommodation. No rights can be derived from this. The management reserves the right to make decisions in all cases that are not provided for in these Travel and Booking Terms and Conditions. The travel provider reserves the right to use all photo and video material made available to the travel provider (via email or Facebook or any other form) for commercial purposes, such as websites, brochures, etc.
Pets are only allowed in our bungalow tents and Holiday lodge tents (not allowed on all campsites). The travel provider reserves the right to deny access to the campsite or accommodation if you bring a pet into an accommodation or to a campsite where they are not allowed. You are always required to bring your pet's vaccination certificate with you so that you can show it at the campsite, if required.
When you go on holiday, you may have various preferences. For example, if you go on holiday with two or more families, you may want accommodations located side-by-side, or you may prefer a shady pitch or a place near the pool. We kindly request you to state your preferences when making your booking. Naturally, we will do our utmost best to comply with your requests. However, we cannot guarantee this unless you have booked a ”side-by-side guarantee" or “pitch guarantee”(i.e. you have paid for your preference).
Unfortunately, we cannot guarantee that we can comply with your request even if you have booked early, or if you have been a loyal customer for many years, unless a suitable tent or mobile home happens to be available on your arrival. If your request cannot be met, for whatever reason, you will not be notified beforehand. You may find that our accommodation pitches have changed compared to the previous year.
At some campsites it’s possible to choose a pitch guarantee.
By choosing for our Pitch-Guarantee you will be assured of the best pitch of your choice. If you book before 1 October you only pay € 50 for your selected pitch on our campsites! After this period the cost for this option will be € 99,-.
The Roan Pitch-Guarantee can be booked until 1st of March 2020.
A combination of the Pitch-Guarantee and the Next-door Guarantee is not possible.
A pitch guarantee is only possible for Mobile homes.
At some campsites it’s possible to book a "side-by-side guarantee". The costs are € 30 per accommodation (a maximum of 3 accommodations of the same type of accommodation and during the same holiday period). Please note that the term "side-by-side" also includes accommodations located opposite each other, back-to-back, diagonally opposite, etc. In other words, there must be no accommodation between you and the other family. If, for any reason, we are unable to honour this guarantee, we will pay you a refund of € 120 per accommodation.
We always do our utmost best to ensure that there is no cause for complaints. However, despite our efforts, you may have reason to lodge a legitimate complaint. If so, we kindly request you to contact our campsite representative and lodge your complaint as soon as possible. Our campsite representative will do everything in his/her power to resolve your problem. If you are not satisfied that your complaint has been dealt with adequately, you can call your booking agency. If you are not satisfied with the solution, you are requested to contact the campsite representative, write down your complaint and sign it on the spot. You are also required to submit your complaint to us in writing no later than two months after returning home. Please note that any complaints mentioned in our survey/guest review do not count as official letters of complaint, although naturally they will be read and noted. Complaints cannot be processed if they have been submitted after the above-mentioned deadline or if they have not been drawn up and signed in the presence of a campsite representative. If you have not followed the procedure stated above, then unfortunately, your complaint cannot be processed retrospectively.
When compiling our trips, we take many aspects into account, such as the people, the environment, nature and culture, so that our holidays to attractive destinations are not only special for you, but also for future generations. Whatever holiday you are looking for, be it hiking around beautiful natural areas, immersing yourself in local culture, meeting new people or tasting delicious regional dishes, together, we will arrange unforgettable trips that will lead to better places and finer experiences. In doing so, we are making an important contribution to sustainable developments at the destination of your choice, not only for you, the traveller, but also for those people living there.
The holidays offered in our brochure and on our website remain camping holidays, no matter how luxurious and comfortable they are. A particular note for guests who have never been on a camping trip before: our campsites are generally fully booked in July and August. If your top holiday priorities are privacy, peace and quiet, we recommend that you avoid these months. A holiday abroad means that you will be around people from different cultures with different customs, norms and values. For example, in Mediterranean countries, people generally enjoy a midday siesta, during which time the swimming pools and gates are closed. Please note that WIFI in Mediterranean countries may be slower than WIFI at home. These are important factors to bear in mind when choosing your holiday destination. Please note that you are responsible for any vaccinations that may be required.