Practical things to consider about damage:
- If something does get damaged, have a quick chat with your hirer about it. How did it happen? How bad is it? How quickly can it be fixed? Do they admit fault?
- In the large majority of cases, the hirer will admit fault straight away. In any case of fault admission, it is best if you can obtain this admission in writing (text message, message on the Camplify system, email etc). Understandably, this helps to solidify the resolution. Without evidence, it's difficult for Camplify to act.
- Learn from the damage. Was there anything extra you could have done to help prevent the damage? Is the item/feature something that has a higher risk of being damaged? If so, take note of it for next time. A simple bit of communication, whether it be verbal or written, can prevent something from going wrong.
- If it's something that is very low cost and minor (e.g. a broken cup, missing fork, lost head torch etc), consider a few things before lodging a damage incident with ur resolutions team: Was it a decent size booking value? Was the customer good to deal with? Did everything else go ok? If so, we urge you to consider waiving these very minor damages as 'wear and tear'. Choosing to waive these tiny issues can then lead to receiving an outstanding review from your customer. An outstanding review is priceless, and could indeed lead to thousands of extra dollars in bookings anyway. At the end of the day, it's your call as the owner, but we believe that this can be a great approach when running a small business.
Critical Advice For Owners
We want you to feel confident that your van is protected and in good hands whenever you share it via Camplify. Unfortunately, we all know that accidents can happen, but there are steps that you can take to minimise the risk of this damage happening, and avoid your van being off the road for repairs. We want to ensure that you can complete all the bookings you have in this busy Christmas & New Year period.
The first part of our guide addresses the four most common and avoidable types of damage that happen during a booking including:
- Awnings
- Damage/collisions when the hirer is parking or moving the RV
- Incorrect fuel type
- Stone chips
These are just as important when doing a Deliver booking. Always meet hirers and give them the same run through.
Awnings
There are three primary types of awning that you will find on vans on Camplify: Roll-out awnings, Wind-out awnings or Bag awnings.
As you know, awnings can be very fragile, especially in high winds, in a large downpour and when set up incorrectly.
It is very important that during your handover, you spend plenty of time showing your hirer how to use the awning and when they should take it down. Also, be sure to make them aware that this is the most common item to be broken during a booking and that there is a significant cost to replacing one. This is also equally important when doing a drop off, as both parties are liable.
The vast majority of the damage to awnings are caused by being left up during adverse weather conditions; strong winds and/or rain can damage the arms of the awning, tear the canvas or even damage the body of the van. So we recommend reminding your hirers of the importance of keeping an eye on the weather throughout their holiday via the BOM Weather app or another trusted source
In advance of each booking, feel free to send them a link to our YouTube channel, where we have a playlist dedicated to how to set up and put away each type of awning. You can find our awning-related YouTube videos here. Alternatively, if your holidaymakers may be heading to an area with poor phone signal, you could consider getting them to film you demonstrating putting the awning up during the handover.
How to steps
- Show the hirer where the awning is stored
- Direct the hirer to set up the awning with you providing all instructions clearly
- Tell the hirers the situations that they need to remove the awning
- Ask the hirer to put away the awning
Damage/collisions when the hirer is manoeuvring the RV
Damage, scratches and dents caused when moving the van around a park/campsite account for over a third of avoidable damage Incidents. Panel damage can be very expensive to repair and getting into a repairer to do the work could take several months. We want to avoid you having your RV out of action.
The importance of a ‘Spotter’
The BEST way to avoid damage like this, is to make sure that your hirer is using a 'spotter' - someone from their group who can be outside the vehicle to guide them when moving or reversing the van. This significantly reduces the risk of reversing into something or incurring small scratches/dents from posts/poles/branches etc.
Be sure to go through this with your hirers during the handover, and recommend that they use the vehicle’s bluetooth connection to maintain clear, phone communication between the driver & spotter throughout the manoeuvre.
Camplify is for everyone, even first time caravan users. Camplify highly recommends however that owners screen their hirers before approving a booking. Before you approve a booking inquire about towing experience, towing capacity of the vehicle and the braking systems. In addition, all hirers should be asked where they are intending to go on their trip and their itinerary. Remember you’re in complete control of who you hire to and where they can and can’t go. There are other solutions to hirers who haven't hired before, we recommend offering drop-off solutions for inexperienced towers, where you can suggest a fee to tow and set up your van at a local campsite of their choice.
How to steps
- Check the RV mirrors and reversing lights
- Show the hirer how to adjust them
- Inform you hirer about having a spotter when they are moving and reversing the RV
- Recommend that they use the vehicle’s Bluetooth connection to maintain clear, phone communication between the driver & spotter throughout the manoeuvre.
Incorrect fuel type
In reality, this is not that common, however, the impact is significant both in terms of cost and the time your van will be off the road for repairs.
To eliminate the risk of this happening, make sure there is a sticker on your fuel cap that specifies the type of fuel that the hirer must use, and point this out during your handover.
Stone chips
In reality, stone chip damage can occur over the entire booking even when hirers are only on sealed roads. This can occur from when hirers need to move over for road trains or vehicles in front flick up stones.
This type of damage can be avoided if you simply put a stone shield on the front of your Van. Further measures can be made to protect your Van, we suggest using pool noodles cut in half to protect the undercarriage and including instructions to the hirer to seal the Van for red dust.
Here are some tips to reduce the risk of damage
We know you can't always prevent damage or accidents, but if there is anything you can do to reduce the risk, it's worth the effort.
1. Submit a Pre - Hire Checklist every time
All owners are required to submit a Pre-hire checklist on every hire.
Without a pre-hire checklist submission, we cannot confirm your vehicle condition prior to damage and we will not be able to assist with repairs as a result of the incident of damage.
The Pre- Hire Checklist asks for 4 + external images, 4 + internal images of the condition of the RV. Make sure you take well light landscape images, capturing a large area in one image. When you have used the four slots, there is an "Additional Information" section where you can upload more images. This will be the principal evidence if you lodge a Damage Incident.
Examples:
External - Take a photo that includes your roof in case you get overhead damage, towing equipment, external kitchen gear and all sides of your vehicle
Internal - Expensive equipment
condition of van in general when let out.
make sure to take photos of anything you may have concerns about.
2. List your Hiring Rules
Develop a list of screening questions to ask each hirer at the time of booking, including age, driving experience, destination, intended route and who they'll be traveling with. Remember, you're in complete control of who you hire out to and when. If you're unsure, you can decline the booking or contact our support team for guidance
The more specific you are, the better hirers you will attract.
3. Specify your Towing Requirements
List your Towing details, specify the license type required
What cars can tow this RV?
Specify if you have Electric Brakes available
Include Special Towing Information
4. Regular RV Maintenance
As with all forms of Damage cover for a vehicle, there is no appropriate Damage cover in the event that damage or failure occur to an engine or mechanical aspect of an RV where the fault is due to a lack of vehicle maintenance
Your servicing/maintenance costs are tax-deductible. Keep all of the receipts!
Reinforce any breakable areas with stronger material
Drive
Regular mechanical servicing
Check tire condition, fluid level and any
Check lights, brakes
Provide extra (oil, coolant, brake fluid, etc)
Towing
Check wheel bearings
Check all electrical outlets and plumbing
Check all winding/sliding mechanisms are lubricated and functioning normally
4. Communicate with your Hirer
Vet the hirer thoroughly and be sure they are a good fit
Set your "Booking Message to Hirers", a set of questions asked to the hirer before they request a booking
If it seems off, trust your gut. There is no penalty for declining
5. Conduct an in depth "Handover" process
Over the busy summer period, it’s more important than ever before to ensure a thorough pre and post hire process to keep you and your van protected. Please ensure you use the Camplify app to do your pre hire and post hire checklists.
To avoid hirers rushing to get on their holidays, be sure to manage their expectations in advance that both pre and post hire checks will take up to an hour. Be certain to demonstrate all the key elements of your van, especially fiddly elements such as awnings, pop-tops, window locks and the hitching up process. Consider asking hirers to have a go of some of these fiddly processes or ask that they film you to make sure they feel comfortable when out on the road.
For extra peace of mind, many of our community provide hirers with a printed manual including some of the specifics of their van, such as fuel type, yours and Camplify’s contact information, and the processes to follow in the event of any damage or accidents.
This is just as important when doing a Deliver booking. Always meet hirers and give them the same run through.
Camplify do not allow for back to back bookings on the same day to ensure there’s enough time for thorough vehicle checks, cleaning and preparing for the next hirer.
Don’t rush, demonstrate how to use equipment that is easily breakable. Leave time to answer questions. This handover is critical to prevent damage from common issues. Handovers should take at least 20 minutes, but your first handover could take up to 1 hour.
Examples:
Send videos links or make a video to show them
Printed a handover guide for your specific van
Add instructional stickers to damage susceptible areas e.g. 'undo clips before winding'
Pay particular attention to the awning, get the hirer to do it with you
Be clear on the chronological order of setting up
6. Provide support information
Make yourself available whilst your van is on hire for questions, perhaps with two contact numbers, and Camplify’s support number, this could save minor issues becoming major issues
Send the hirer the instructions on who to call if they break down.
Example:
EMERGENCY - If any engine lights come on the dashboard, pull over immediately. If an accident occurs, get off the road, stay safe, call Camplify on 1300 416 133 - they call the NRMA. Then call me!
During handover, ensure you do a walk-through of the van showing the hirer how to operate all functions;
Whilst holidaymakers agree to our Hirers Terms and Conditions, the handover could be a good time to verbally remind them to look after your cherished van, how their Accident Excess package works, and that they could be fully liable for damage if they are in breach of the Hirers Terms and Conditions;
Leave a personalised manual in the van, including step-by-step photo instructions for operating the van;
Include a to-do list for packing away the van before driving off;
Consider adding reminder stickers! Including for the correct fuel, vehicle height restrictions, and key contact numbers;
Finally, we ask our owners, don’t sweat the small stuff! Understandably there will be some unexpected costs whilst running a business, but it’s important to have a long-term view.
Ask for help
Remember our team is here to support you throughout your hiring journey, so for any questions or concerns give us a call on 1300 416 133. Our Camplify Owners Facebook group is also a useful resource, with many members sharing advice and their handover process.