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bukhrn

Lanexa, Va

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Posted: 09/04/19 03:53pm Link  |  Quote  |  Print  |  Notify Moderator

Have never ask for a late checkout, do occasionally ask for an early check-in, IF the site has already been vacated.


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doxiemom11

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Posted: 09/04/19 07:30pm Link  |  Quote  |  Print  |  Notify Moderator

I believe he stated check-in time is 3pm and even with his extended time he was gone by 12:55, so he was gone well before check-in time and the next campers were definitely early.

valhalla360

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Posted: 09/05/19 03:54am Link  |  Quote  |  Print  |  Notify Moderator

Lantley wrote:

"but if it's a blanket "no" when it's clear there are plenty of open sites and will have zero impact on your costs/staffing and you can't articulate why, you just made it more likely that I don't use your campground/hotel next time around"



Or you will plan your time better in the future and hopefully not blame the CG when they won't let you extend your allotted time

It's not that complicated. When you extend times you disrupt the schedule all around. Sites may not be cleaned, or properly checked out.
Campers arrive early and find you in their spot!
All this nonsense is easy to avoid by just saying No to extending times!
Yes as a business owner I want to avoid unnecessary headaches. I already have enough necessary headaches I don't need any headaches I can easily avoid!


That is an option but if your customer service skills are non-existent in articulating why in a pleasant meaningful manner...the result is the same...the customer is going to avoid using your services.

So while I will accept "no, it's company policy"...it does have consequences if you can't convey that message in an articulate way.

Telling the customer to plan better in the future...is not an example of articulately conveying the message.


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Lantley

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Posted: 09/05/19 04:50am Link  |  Quote  |  Print  |  Notify Moderator

valhalla360 wrote:

Lantley wrote:

"but if it's a blanket "no" when it's clear there are plenty of open sites and will have zero impact on your costs/staffing and you can't articulate why, you just made it more likely that I don't use your campground/hotel next time around"



Or you will plan your time better in the future and hopefully not blame the CG when they won't let you extend your allotted time

It's not that complicated. When you extend times you disrupt the schedule all around. Sites may not be cleaned, or properly checked out.
Campers arrive early and find you in their spot!
All this nonsense is easy to avoid by just saying No to extending times!
Yes as a business owner I want to avoid unnecessary headaches. I already have enough necessary headaches I don't need any headaches I can easily avoid!


That is an option but if your customer service skills are non-existent in articulating why in a pleasant meaningful manner...the result is the same...the customer is going to avoid using your services.

So while I will accept "no, it's company policy"...it does have consequences if you can't convey that message in an articulate way.

Telling the customer to plan better in the future...is not an example of articulately conveying the message.

If it is my business . I run it the way I choose. My CG is not managed by the campers. I don't owe them any explanation, but a simple schedule disruptions have created too many communication and scheduling problems in the past would suffice.
If my CG is run well otherwise, I don't think a blanket no late check ins or early arrivals will be detrimental to overall customer experience. If the place were managed poorly, I doubt you would have many looking to stay longer.
AS we can see from this post, late departures and early arrivals can easily create confusion and havoc. As the owner I set a fixed schedule that allows me to operate efficiently altering that schedule too often hurts the customer experience


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drsteve

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Posted: 09/05/19 06:41am Link  |  Quote  |  Print  |  Notify Moderator

Late check out? Pay for an extra day, then you can check out as late as you like.


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sayoung

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Posted: 09/05/19 11:59am Link  |  Quote  |  Print  |  Notify Moderator

You make sense because the OP wanted to stay & play past checkout. A problem with truck or camper causing delay is different than just extending play time.

westernrvparkowner

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Posted: 09/05/19 01:07pm Link  |  Quote  |  Print  |  Notify Moderator

Lantley wrote:

valhalla360 wrote:

Lantley wrote:

"but if it's a blanket "no" when it's clear there are plenty of open sites and will have zero impact on your costs/staffing and you can't articulate why, you just made it more likely that I don't use your campground/hotel next time around"



Or you will plan your time better in the future and hopefully not blame the CG when they won't let you extend your allotted time

It's not that complicated. When you extend times you disrupt the schedule all around. Sites may not be cleaned, or properly checked out.
Campers arrive early and find you in their spot!
All this nonsense is easy to avoid by just saying No to extending times!
Yes as a business owner I want to avoid unnecessary headaches. I already have enough necessary headaches I don't need any headaches I can easily avoid!


That is an option but if your customer service skills are non-existent in articulating why in a pleasant meaningful manner...the result is the same...the customer is going to avoid using your services.

So while I will accept "no, it's company policy"...it does have consequences if you can't convey that message in an articulate way.

Telling the customer to plan better in the future...is not an example of articulately conveying the message.

If it is my business . I run it the way I choose. My CG is not managed by the campers. I don't owe them any explanation, but a simple schedule disruptions have created too many communication and scheduling problems in the past would suffice.
If my CG is run well otherwise, I don't think a blanket no late check ins or early arrivals will be detrimental to overall customer experience. If the place were managed poorly, I doubt you would have many looking to stay longer.
AS we can see from this post, late departures and early arrivals can easily create confusion and havoc. As the owner I set a fixed schedule that allows me to operate efficiently altering that schedule too often hurts the customer experience
I agree. If the only way I can please a customer enough to return is to change my policies they are a customer I do not need.
Obviously there are situations that cannot be avoided. I can't make someone leave if they had a heart attack and are in the hospital. I can't suddenly make a vehicle that won't start operate. Otherwise, I expect guests to honor what they agree to, which is the arrival and departure time. We have a two hour gap between departure and arrival time. During this time we need to do all site maintenance and have everything ready for the next guest. Our policy is to give around 15 to 20 minutes of leeway on the departures after which we will be checking up on you. We are a bit more liberal on arrivals in that if the site has been cleared and checked off the list we will accommodate that arrival, but that is something we would never agree to during the reservation process or prior to actual arrival via a phone call, email or text from the guest. If you truly need to extend your stay past checkout time, book the extra day.

Lantley

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Posted: 09/05/19 03:21pm Link  |  Quote  |  Print  |  Notify Moderator

drsteve wrote:

Late check out? Pay for an extra day, then you can check out as late as you like.


Some are reluctant to pay for a full day. However paying for the whole day is the best solution. It allows the consumer to depart at their convenience and it does not interfere or alter the CG's schedule.

2012Coleman

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Posted: 09/06/19 05:25am Link  |  Quote  |  Print  |  Notify Moderator

westernrvparkowner wrote:

We are a bit more liberal on arrivals in that if the site has been cleared and checked off the list we will accommodate that arrival, but that is something we would never agree to during the reservation process or prior to actual arrival via a phone call, email or text from the guest. If you truly need to extend your stay past checkout time, book the extra day.


And this is all you should ever expect out of any CG, and has been my experience. When traveling on the arrival day, we leave at the best time for us - I don't calculate the arrival time to the minute as travel time is affected by many unknowns. We usually arrive within an hour to 30 minutes of official check in time and if the site is available, they have let us in. Had to wait in the staging area of a state park one time because they were short staffed that day. didn't bother me at all. We wake up early on departure day so we can have coffee and breakfast - then we pack up and leave.

And if the CG let the previous person stay in my spot then told me to go to an alternate site to wait, I'd be po'd at both the CG owner and the person still in my site. The OP states that they wanted to do more trail riding before checking out? Then get it done before time to go, otherwise book an additional day. Of course the person who has the valid reservation for a specific data and time is going to be mad - DUH! Doesn't matter - your responsibility is to leave on time.


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SDcampowneroperator

South Dakota

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Posted: 09/07/19 08:27pm Link  |  Quote  |  Print  |  Notify Moderator

valhalla360 wrote:

SDcampowneroperator wrote:

Early arrival and late checkout are only an issue in our outdooor hospitality industry. Hoteliers forbid or charge for early, late check out, as it adds to staff and costs, as it does to us.
Hotels have only 2 options, 1 bed or 2. Camps have many more variables, as well as striving to suit your wishes.
Where the early/ late becomes an issue is when that prime site is reserved. If all our sites were like a hotel or wally world all the same with hookups, arranging would be easy.
Wear our shoes for a day,


Most of the hotel comparison is flat out wrong.

We have frequently stayed late/checked in early (after politely asking) and 9 out of 10 times, there is no cost (sometimes even though officially there is a fee, they tell us not to worry about it).
Thank you and happytorv for your comments. They prove our business model is to serve special requests for sites with special features. I simplified the hotel/ rv park comparison as an ask for understanding. Rv parks cannot begin to equate the simplified view hotels may offer due to the acreage, lay of the land, type of unit.
If parks were like a hotel, or parking lot with hookups where all are equal then you are right in your comparison.
Where a 'Campground' differs is in site size,type, services, location to amenity, shade trees or not, many other variables.
A late check out, an early arrival with so many variables is always a challenge to accommodate .
rvers have many more wishes than a hotel guest. Do any hotel guests have satellite tv on the roof so no trees to the south? Insist on shade? Again, I ask come wear our shoes, then judge.
Max


Hotels typically have many room types beyond just the number of beds.
- Ocean view, pool view or dumpster view
- Balcony or not
- Various suite types.
- High vs low floors.
- Etc...

Ultimately, we can only request and if we are told "no", we must abide by that...but if it's a blanket "no" when it's clear there are plenty of open sites and will have zero impact on your costs/staffing and you can't articulate why, you just made it more likely that I don't use your campground/hotel next time around.


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