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  • Is It Less Expensive To Book Directly On The Roelens Site?

    Yes definitely. By booking directly you will save the guest service charges of a 3rd party.

  • What Is Your Cancellation Policy?

    We allow cancellations within 72 hours of booking the reservation to be refunded. Please understand that if you call in to cancel after the initial 72 hours, you will forfeit any funds paid up to that point.

  • What Happens If A Guest Cancels The Reservation?

    Guests have a 72-hour window in which they are able to cancel a reservation. If the time frame does not get rebooked and the guest canceled outside of their 72-hour window, we will pay your cancellation income based on what the guest has paid toward their reservation.

  • As An Owner, What If I Have A Guest I Want To Rent To?

    This would be classified as an owner referral reservation. Please provide us with all the information of the potential guest or refer the guest directly to our website: www.RoelensVacations.com

  • What Is A Guest Has Booked Time That An Owner Wanted?

    Guests will book your unit with the understanding the property will be available. The guest will sign a contract and make all necessary travel arrangements including the flight and rental car. To preserve owner, property and company integrity we are not able to relocate guests to accommodate owner stays. For this reason, it is important to book owner reservations as soon as possible. The owner’s calendar is open for approximately two (2) future years. Owner reservations can be booked via the owner portal.

  • Once I Have A Reservation, When Will I Receive My Door Code?

    Guests will have access to information on the app three days prior to check-in. Reservation must be paid in full and contract must be e-signed prior to this information becoming available. ID must be on file.

  • When Do Owners Get Paid?

    Our company operates using accrual accounting. Revenue is reflected on the owner’s account when the revenue is earned rather than when payment from the guest is received. We pay all of our owners on or before the 15th of each month for the month that just ended. So, if the guest stays at your property in January, you would get paid on your January statement that will be released on or around February 15th.

  • What If A Reservation Crosses From One Month Into Another?

    If a guest stay covers more than one calendar month you will be paid based on the day the guest departed from the home. For example, if the guest checked-in on January 28th and checked out on February 4th, you will get paid on the February statement which will be prepared, sent and disbursed before March 15th.

  • Are Linens And Towels Provided For Guests?

    Yes, we will provide you with linens and bath towels. Keep in mind, we offer one towel per person, so if you need extra you will need to bring some with you.

  • Do You Offer Guest Supplies?

    Yes, we provide a starters package containing 2 toilet paper rolls per toilet, 1 kitchen paper towel roll, 1 kitchen garbage bag, hand sanitizer, dishwasher soap and laundry detergent.

  • What is there is a maintenance or housekeeping issue in my unit?

    Please contact our local office for maintenance issues.

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