I have a question about

Check-in is possible between 4:00 PM and 8:00 PM. If you arrive at the campsite earlier, you can inform our colleagues on-site via SMS. However, please note that this does not guarantee that your accommodation will be ready upon early arrival. We will, of course, do our best to welcome you as soon as possible!

If you get an error message when paying, the following solutions may help:

1. Try opening my Roan in a different web browser (such as Google Chrome/Microsoft Edge).
2. Try a different device (laptop/fixed PC/phone/iPad).
3. Try again in 4 hours.

If you still experience problems after trying the above, please contact our colleagues in the Sales department.

You have a booking for 2026:
If you booked before 14 October 2025: if you cancel by 1 February in the year you are travelling, there is no charge. In the event of cancellation, you will, of course, receive a refund of your deposit, excluding the compulsory SGR consumer contribution of €10;
If you booked after 15 October 2025: cancellation up to 1 January 2026 is free of charge. Upon cancellation, you will, of course, receive a refund of your deposit, excluding the compulsory SGR consumer contribution of €10;
After that, cancellation fees will apply. Please refer to the travel terms and conditions for the specific details applicable to your situation.

You have a booking for 2027:
If you booked before 31 December 2026: free of charge. In the event of cancellation, you will, of course, receive a refund of your deposit, excluding the compulsory SGR consumer contribution of €10; for cancellations between 31 December and 8 weeks before the arrival date: the agreed deposit for your trip.
If you have booked on or after 31 December 2026: in the event of cancellation between the booking date and up to 8 weeks before the arrival date: the agreed deposit for your trip;
Please refer to the travel terms and conditions for the specific details applicable to your situation.

If you wish to cancel a number of nights from your booking, the cancellation terms and conditions apply to the nights you wish to cancel. Please note: extending or shortening your holiday is not always possible and may incur cancellation charges, as no nights may be left over in the accommodation schedule! If you need to cancel the entire trip, please notify us in writing. You can send an email with your details.

You can pay securely by using the payment link in your booking confirmation, where you have the option to pay the full amount or pay in instalments, depending on your booking period. Another option to pay is on My Roan. After you have logged in, you can pay easily and quickly online. Of course, you can also transfer the amount yourself to account number IBAN: NL85RABO0100921981 (BIC: RABONL2U) stating the booking number.

The deposit for 2027 is 15% if you have booked by 30 September 2026. From 1 October 2026, the deposit is €99 until 31 January 2027 and 25% from 1 February 2027 onwards. If you have taken out cancellation insurance, these costs will be added to the above. The balance of the payment must be received by the booking office no later than 8 weeks before the day of arrival. If payments are not made within the specified period, the tour operator reserves the right to cancel the booking and the person making the booking will be liable for the cancellation fees.

If you book within 8 weeks of arrival, the full amount must be paid in one go. You will not receive any payment slips, but you can pay by bank transfer, IDEAL, Mastercard, Bancontact or VISA. By logging in to‘My Roan’, you can easily choose which payment method you wish to use.

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
• add a license plate

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

The conditions for modifying your booking depend on whether you stay at the same campsite or switch to a different campsite.

1. Change of date at the same campsite

If you wish to change your booking to a different date at the same campsite, you retain the original price that was valid on the day of the initial booking. The current prices are not applicable in this case. If the modified trip is cheaper, we will charge cancellation costs on the price difference. If the price is higher, only the price difference will be charged.

2. Change to a different campsite

If you wish to change your booking to a different campsite, the price of the new booking will be determined by the current price valid on the day of the modification. If the modified trip is cheaper, we will charge cancellation costs on the price difference. If the price is higher, only the price difference will be charged.

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, this is considered a partial cancellation. Cancellation fees will be charged on the price difference. 

Our cancellation and amendment conditions can be read in detail on our travel conditions.

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.

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)?''

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.

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

Due to the switch to a new reservation system since 2023, you will need to make a new log-in for your 2024 and 2025 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.

If you get an error message when creating a new password, check that your password meets the following requirements:

• At least 8 characters long
• Contains at least one uppercase letter (A-Z)
• Contains at least one lowercase letter (a-z)
• Contains at least one number (0-9)
• Contains at least one special character

The allowed special characters are: -()/{};:,.?!@#$%&+=

Check that your password meets all these requirements and try again. If the problem persists, please contact our customer service.

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.

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.

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

Logging in is easy via our website by clicking the 'My Roan' button (in the top right corner of the menu).

How it works:

1. Log in using the email address you used when booking.
2. Once logged in, you can directly update your name, address, and contact details.
3. In this environment, you can also easily add extras yourself (such as linen sets or (bath) towels), arrange your payment, and download your travel documents.

Don't have your reservation number at hand? You can find it in your booking confirmation email.

It is not permitted to charge electric cars at the (lodge) tent or mobile home, this must be done at a designated charging point. Check here which Roan campsites are equipped for charging points for electric cars.

When checking into a campsite in Spain, it is compulsory to have a copy of your passport or ID made. This is a legal requirement due to stricter security measures. Campsites and companies risk a fine if they do not comply. Other countries may also ask for a copy of your passport or ID when you check in at a campsite, depending on local laws.

To avoid identity fraud, you can cross out your BSN number when making a copy.

Want to go on holiday well prepared? Then check the central government's travel advice for up-to-date information on rules, travel documents and other useful tips.

This is required for automatic access control (such as the barrier), to verify your booking and to ensure safety on the site.

To ensure smooth access to the campsite, we ask you to provide your vehicle registration number in advance. You can easily enter this yourself via your Roan account.

As standard, there is no mid-term linen change with linen rental. However, there is an exception for towels with the following stay types:

• Supreme line: You will receive 2 clean towels per person every week.
• Marvilla Parks Kaatsheuvel & Marvilla Parks Friese Meren: At all types (both Supreme and other) you will receive 2 clean towels per person weekly.
• Playa Montroig: * Supreme line: 2 clean towels per person per week.
  
  • Other types: No free towel change possible, rental based on availability.
    

Read more here about the security incident and our advice on what to look out for.

Important information about campsites where dogs are allowed:

Just because dogs are welcome at a campsite does not automatically mean that there are no further conditions. The most important rule of thumb to always bear in mind is: where dogs are allowed, a muzzle may be compulsory. We therefore recommend that you always bring a well-fitting muzzle with you when you go on holiday.

You will find natural lagoon pools at some of our campsites. Unlike traditional swimming pools, the water in these lagoon pools is not (or hardly) treated with chlorine, but instead they are treated with biological and natural filters. This creates a unique swimming experience, however, it also means that the water reacts more quickly to weather conditions.

• Green colour due to nature: Since no aggressive chemicals are used, harmless algae grow more quickly in warm weather with plenty of sunshine. This can cause the water to have a greenish colour. This is one of the characteristics of a natural pool and is completely safe.
• Strict monitoring and temporary closure: Natural water is more sensitive to heat and crowds, as bacteria and algae grow faster under these conditions. That is why the campsites continuously and rigorously test the water quality. If the natural balance in the water is temporarily disturbed, the campsite will close the lagoon as a precaution until the water quality is optimal again.

In short: If the campsite has re-opened the lagoon, it means that the water has been successfully tested and approved, and that you can cool off in the lagoon pool safely and with peace of mind!

You won’t need a travel plug for any of our campsites. On the European mainland, you can simply use your standard European plugs. 

Yes, at the vast majority of the campsites in our range! Your tent or mobile home will be ready for you from 4.00 pm, but if you arrive earlier than the check-in time on the day of arrival, you can go and see the reception staff. Feel free to ask there if you can already make use of the facilities (such as the swimming pool or the playground). You’ll often need a wristband or access code for this.

On the day of departure, too, you’re often allowed to stay at the campsite for the whole day after checking out to enjoy the facilities.