Camping and caravan parks – customer expectations and best practice

Online information

A strong online profile and presence through your website, social media channels and booking platforms is fundamental. Consistent information and high-quality content means that customers should know exactly what to expect.

For example:

• accessibility information
• wifi availability / data coverage
• toilet and showering facilities
• waste disposal facilities
• recreation and dining facilities
• whether you are pet friendly

It’s also a good idea to include information on local shops, attractions, eateries, and public transport. Make it as easy as possible for customers to see how much there is to see and do in the area, potentially leading to longer stays.

Use high quality images of all aspects of your site including all the various facilities you offer alongside images of the pitches and accommodation options (eg caravans, pods, yurts, etc).

For more advice on websites, social media and the use of imagery take a look at our guidance on how to promote your business.

Provide a seamless booking experience

Give customers confidence in your business with a clear and transparent booking process regardless of whether they are booking direct or through an online travel agent (OTA).

What to have on your website

• Terms and conditions visible prior to the booking being made, with clear guidance around cancellations, irrespective of how the booking was made.
• Clear information on arrival and departure times and any specific park rules you might have eg a night-time noise curfew.
• Up-to-date availability calendar allowing for simple phone and online bookings.
• Secure online booking system that takes bookings without your personal interaction (unless requested) allowing 24/7 transactions from anywhere in the world.

After a booking is made

• Set up automated confirmations of bookings with all relevant details including dates, prices, check in / out times and terms and conditions.
• Provide receipts for every payment made and send appropriate reminders if a full balance payment is required (eg a week before the payment is taken).

For information on online booking systems and more, check out our page on making your accommodation online bookable.

Cleanliness

Cleanliness is crucial – it’s often the first thing a customer will notice if it’s not right. Focus on the highest standards possible in every public area of your park to avoid that negative feedback.

Have in place well organised processes to ensure all areas are ready for new arrivals and cleaned or restocked as required throughout the day.

Areas that need continual focus

• customer toilets and showers
• cooking and washing stations
• bins and recycling points (internal or external)
• any catering or retail areas
• on-site accommodation eg caravan holiday homes

If you operate seasonally, consideration should be given to a full deep clean of the entire site before you reopen.

You also need to continually monitor littering on your park. Have clearly visible bins situated throughout which are regularly emptied.

If you allow dogs on the park, provide dog-waste bins and stock dog poo bags in the park shop or reception area.

If you employ external cleaning or laundry companies

• Provide detailed expectations to ensure they are working to the same high standards.
• Regularly monitor customer feedback for any comments regarding cleanliness standards.

For further ideas on introducing standards around areas such as cleanliness, take a look at setting product standards.

Layout and safety

A large campsite or holiday park can be a busy place, so it’s vital that all your customers can find their way around in a logical and safe way.

Examples of best practice

• provide clear directional signage and safety information
• situate facilities in convenient locations
• create separate designated areas for holiday homes and touring pitches
• ensure site drainage, pathways and roads are capable of withstanding severe weather
• have traffic safety measures in place, such as speed restrictions
• install accessible features such as ramps, handrails and solid pathways

At night-time, a safe and comfortable atmosphere can be created with the use of appropriate lighting. This might look like large spotlights around your facility blocks and low-level lighting around the camping and touring areas to illuminate pathways without impacting your customers’ sleep.

Fire points

Having firefighting equipment on hand is important; not just so customers and staff are able to put out small fires, but also to provide a sense of comfort.

Fire points and equipment should be compliant with all relevant legislation, including that which relates to:

• extinguishers
• safety signage in place
• emergency contact numbers

Fire extinguishers should be well placed around the park and clearly signed. They should also be contained or covered to prevent weathering, while still keeping them easily accessible. Consider installing alarms or tamperproof measures to ensure safety.

Buildings and caravan holiday homes for hire

With sites often positioned in woodland or beachside locations, it is vital that all physical buildings and structures are well constructed and maintained to withstand the environment and variable Scottish weather.

Examples of best practice

• Heating, lighting and ventilation should be appropriate to the building’s purpose and in full working order. For example, invest in a heating system that is reactive and quick with layers of provision and thermostatic control of the various rooms and areas at any time of year.
• Fixtures and fittings across all areas should be practical and designed for purpose. For example, stacking chairs in entertainment areas, easy chairs in bars and restaurants, and commercial fabrics used for curtains and upholstery.
• All building interiors to be finished to a high standard and clean – a lack of attention to toilet and shower facilities can really let down the overall experience.

If you have caravan holiday home for hire, then high quality, legally compliant, well-equipped units will ensure a comfortable and enjoyable stay.

Pitches and grounds

Whether your customers are camping in a tent or are travelling by motorhome, they will be expecting a well maintained site with suitable pitches.

Examples of best practice

• Keep any paved, lock-blocked or gravel pitch areas weed-free and neatly edged.
• Keep the camping and touring fields flat, well drained with grass kept short and lush.
• Staggered pitches, with strategically placed fencing and planting, may provide the best layout for privacy and views.
• Caravan and motorhome pitches should be on solid, durable surfaces with hook-ups and water points adjacent.
• Camping pitches should be on durable, well maintained, level ground.
• Provide enough space around each pitch to safely and comfortably park, erect gazebos or awnings and enjoy outdoor dining.
• Prevent heat damage to grass by providing bricks or stones for placement under barbeques.

Glamping

Often a go-to choice for those wanting a quirky or unique getaway, glamping comes in all shapes and sizes (treehouses, yurts, and hobbit huts to name but a few) however the core expectations remain the same – maintenance, cleanliness, and safety. Get those in place and then you just need to provide those special elements of glamour.

Parking

If parking is provided in a dedicated car park (rather than just adjacent to individual pitches), then consider including electric and water hook-ups in this area, as well as excellent lighting and orientation to toilets and main facilities.

Examples of best practice

• tarred or paved surface with lined spaces
• dedicated disabled and family parking
• any codes and access details provided in pre-arrival information