As a campsite manager, you know that holidays such as Easter, Ascension and Pentecost bring extra crowds. But how do you ensure that guests enjoy a carefree stay during these peak times? Together with her husband Germo, Rosalie has been running a wellness camper place in the green Vechtdal valley for a year and a half, complete with sauna and hot tubs.
The campsite came across their path somewhat by chance. They had been enthusiastic motorhomers themselves for many years and never intended to start a new business. However, when they heard about a beautiful motorhome site for sale nearby, they couldn't resist. Now, a year and a half later, they have learnt how to attract guests. Thanks to the small scale (15 spots), they are able to combine hospitality with personal attention and convenience.
Rosalie emphasizes that good preparation doesn't begin when the holidays are just around the corner: "As a campsite, you never really know when it will get really busy. Of course, holidays are guaranteed to be busy times, but there could be a weekend that unexpectedly fills up. That's why we make sure we are actually always well-prepared."
Every year, they work with a clear to-do list that includes areas for improvement, which they gather from tips and feedback from guests. This year, they decided to redo the entrance area - finished just in time before the holidays, as more guests are expected. This focused approach not only provides peace of mind during busy periods, but also shows guests, that their suggestions are being taken into account.
They also see the planning of larger improvements as essential to avoid stress during peak times. She says: "This year, we wanted to create additional motorhome spots. We deliberately did this in winter, so that everything would be ready before Easter and Ascension. We also closely analyzed our campsite: which spots are popular and why? Based on this, we realised new spots on the site."
But how do you ensure that guests know how to find your motorhome site during holiday weekends?
For Rosalie and Germo, special wellness packages during holidays are an important tool to increase occupancy: "We always have a wellness package for Easter, Whitsun, Ascension, and also Christmas and New Year. For Pentecost, for instance, it's three nights, at Ascension four nights, including a place with private hot tub, use of the sauna, and always some kind of treats from us. That actually works really well."
They also stress the importance of timely communication, as there are clear differences in the booking behaviour of guests: "You have motorhomers who book well in advance, because they want to be sure of their spot, but there are also quite a lot of last-minute requests coming in. That's why we make sure those packages are ready well in advance."
For promotion, they mainly use their own channels such as social media and newsletters. She says: "We clearly showcase the packages on our website and always send out newsletters ourselves. Furthermore, we do a lot through social media, such as Facebook and Instagram."
The results of these promotions can sometimes be surprising: "Sometimes you get a lot of reactions to a post or a reaction in a Facebook group, and other times less. Staying consistent and active is very important, though."
A good way to keep track of the number of guests coming is by using a booking system. However, not all motorhomers book in advance. How do you best handle this?
Many campsite managers recognize the dilemma between guests who want to book well in advance and those who prefer to drop by spontaneously. Rosalie understands this well and explains how they handle it at their motorhome site: "We always keep a few spots open for passers-by, so that people can just arrive spontaneously. At the same time, we see that during the holidays there is a lot of demand for advance bookings. There is also agroup of motorhomers who don't like to make reservations. We try to find a balance between the two."
This approach ensures they can keep both groups happy. A solution their guests clearly appreciate, as it allows everyone to enjoy their stay in their own way.
They also use a self-check-in system, which allows guests to arrive at a time that suits them best. She explains why they chose this: "We are visibly present on the motorhome site several times a day for a chat or to answer questions, and we are always reachable by phone. But thanks to the self-check-in system, we don't need to be continuously present. Motorhomers value freedom and love being able to go about things at their own pace."
Additionally, they also always send guests a personal welcome message in advance via WhatsApp with practical information. She notes that this contributes to a sense of hospitality:
"Guests really respond well to this. They appreciate arriving, checking in themselves and finding their spot. That works really well."
An important insight they gained during busy holidays is that flexibility towards guests often ensures greater satisfaction and appreciation:
"We offer packages for a fixed period, but last year we realized that flexibility is very important. For example, we had teachers who could not arrive on Wednesday, but only on Thursday. We just actively think along with our guests: what is possible?"
By clearly stating on the website and social media that alternative periods are possible, they not only attract more guests, but also make them feel very welcome.
Another key learning moment is actively gathering feedback from guests. Rosalie emphasizes how valuable this information is for improvements at the motorhome site: "We very actively ask our guests about their experience and for tips. Ultimately, they are the best ones to tell us how they experienced their stay, what they liked and what they might have missed. Much of what we have improved over the past year and a half has came directly from those suggestions."
Soon they will go one step further: they want to encourage guests to share their ideas and suggestions in a more accessible way: "We truly believe in the creative power of our guests. That's why we actively ask them to help us think about how we can make their stay even more enjoyable. Their ideas are incredibly valuable to us, as they allow us to make targeted improvements."
Whether guests provide their suggestions in person, share them via WhatsApp or leave them online: they intentionally gather this feedback and regularly discuss how to act on it:
"By sincerely listening and doing something with their ideas, guests really feel heard. This is how we improve our motorhome site step by step, while simultaneously strengthening our relationship with our guests."
Holidays sometimes bring unexpected, special moments. Rosalie immediately thinks of a group of guests who came specially to Camperplaats Vechtdal to experience something very local: carbide shooting.
"Between Christmas and New Year it was very busy with us, mainly because of the hot tubs. But we also had guests who came especially to try carbide shooting, a real tradition here in the area. They had never heard of it, came from far away and were curious about it. On New Year's Eve, they suddenly sent us a selfie from the party tent, with a drink in hand. They were having a great time."
They stress how valuable it is to actively highlight local traditions or events to guests from outside the region: "I think it's wonderful, when people come from a completely different part of the Netherlands and enjoy something typically local. You really give them something special."
Finally, Rosalie likes to share her most important advice with other campsite managers. According to her, success during the holidays comes down to two things: flexibility and genuine attention to your guests' needs.
"My golden tip actually consists of two parts: remain flexible in what you offer, such as packages and arrival dates. But even more important: actively ask for feedback and tips from your guests. Their experience is priceless they know exactly what they like and what could be improved."
She adds that flexibility does not mean that you have to do everything for everyone: "Of course, you cannot satisfy every guest 100%. But by truly listening to your guests, you discover which adjustments make the difference. Both you and your guests benefit from that."
Successfully managing a motorhome site during busy holidays is not rocket science, but a matter of making clear choices, planning ahead, having an eye for detail and actively listening to your guests. Hopefully, you have gained some new inspiration from her story to prepare your own motorhome site for the next peak season.