VegasCampers Customer Service Guide 

Here's how to make our customers feel awesome about their camper van rental experience with us!


Video for Angela

Welcome and 'The Customer Journey'

Your Workflow

1. ONE-TIME TASK: Save the below tabs, in this order, into a 'bookmarks' folder in your web browser:


**You will open other pages as needed using links and logins provided below. 

2. DAILY TASKS: On a daily basis, follow the tasks assigned to you in ClickUp. Return to this page to watch the steps you need to take to complete each task.


Daily Tasks - Overview of your daily work

Pre-Bookings - How to handle the customer experience before they've booked.
Your job is to help convince them to book.

New Bookings - How to set up a customer after they reserve a van. 
Your job is to help them feel confident in making the right choice!

Pre-departure - The customer experience as their trip approaches.
Your job is to help them feel confident, but more importantly to make sure they have completed all the legally required tasks.

On Trip: How to help a during their trip and with their return. 
Your job is to make it easy and stress-free!

Check Out: How to close out the trip or send them to the insurance claims phase. 
This is mostly behind-the-scenes for the customer.  

Van Information

You will need to reference this information so that when a renter communicates with you, you can give them the correct info about the correct van.

Each van below is arranged as follows:

#orderofpurchase: Listing title - Nickname - initials, Google calendar color
Year - license plate number, dedicated web page for renters. 

#1: Perfect Camper Van - The Baby Beluga - BB - Charcoal
2017 Promaster City - Plate: BBYLUGA -

#2: Amazing Camper Van - The Red Rooster - RR - Cherry
2018 Promaster City - Plate: R3WST3R -

#3: Fabulous Camper Van - The Electric Mouse - EM - Peacock
2020 Promaster City - Plate: MOUSVAN -

#4: Stellar Camper Van - Panda - PP - Sage
2020 Promaster City - Plate: PPANDAA -

#5: Incredible Camper Van (coming soon) - The Mighty Narwhal - MN - Pumpkin
2018 Promaster City - Plate: NARWHAL -

**The lockbox code for all vans is currently: 1237

Most Used Templates

FAQ Answered Question:

Hey XXX!


For future questions, please check VegasCampers dot com / faq because we've posted answers to nearly every renter question we've ever had! It's an awesome resource. Of course, if something isn't listed there, message us! 

- Angela

Answer not in the FAQ:

Hey XXX!

Great question! 

Let me check with John about that and get back with you ASAP. 

- Angela


Hey John! A renter asked a question that's not in the FAQ. Would you please reply with an answer to their question? It's: 

I'll send it to them as soon as I hear back from you. 

When speaking with Outdoorsy support, copy/paste this info to start your chat: 

702-608-1545 - - Angela Guzman (on behalf of John Beede)

Sequence Templates are in the ClickUp and Outdoorsy message templates.

Links and Logins

Outdoorsy doesn't allow html links. Therefore, we have to spell out domains.
Example: vegascampers dot com / training (please type that into your browser)


Training Page

The Vanual

Downloads Page

FAQ Page

Renter Quiz

Tour page

Each van page /bb /rr /em /pp





Google Calendar

Google Voice


Daily Tasks

Send Scheduled Renter Messages

Complete Your 'Day of the Week' Task

Monday: Confirm ClickUp Renter Details are correct

Tuesday/Saturday: Post to Instagram 

Wednesday: Confirm the week's cleaning schedule

Thursday: Verify the month's booking schedule

Friday: Send message to Instamatch matches

Hey NAME, Outdoorsy sent me an alert saying that you are searching for an RV to rent. I've got some awesome camper vans available for your dates. I'd be happy to send you on an adventure. Have a look and let me know if one of these would meet your needs:

Currently, I have the "LISTING-NAME-AVAILABLE" available for you. - John

Sunday: Apply rolling discounts

Remember, the dates that these discounts apply to change every week. It's not the 15th and 30th every month. That's the example. It's 0-14 day ahead and 15-30 days ahead.

0-14 days away from current date: $119/night

15-30 days away away from current date: $129/night

Answer incoming questions and bookings (as needed)

Incoming Questions: 

Please consider the renter's situation and where they are in the customer journey. 

Use the template responses FAQ. 

Ask me if it's not in the FAQ

Ask me if you get a frequent followup question. 

Ask me if it doesn't make sense.

For each phase of the customer journey, follow the instructions below.

Answering multiple questions / ideas in one message.


New Potential Renter & Communications & FAQ Adjustment

Approach to Communications

You're always happy to hear from them and excited for their trip. 

Glad to hear --> tell me more! --> get their dates --> offer to send a quote

Send them to the video and ask for their trip dates. Once you have trip dates, send them a quote.

FAQ Questions from Pre-Bookings

At this point in their journey, they don't know that there is an FAQ page. They also don't know about the training video page. So, we are more lenient / friendly / explanatory. We are trying to help them get booked! 

Use this adjusted FAQ template. If there isn't an FAQ question answering their concern, email me so I can make it. 

Hey XXX!

Great question and I'm excited to send you on an adventure!


Feel free to watch the tour and check VegasCampers dot com / faq because we've posted answers to nearly every renter question we've ever been asked! It's an awesome resource. Of course, if something isn't listed there, you're always free to message us. 

May I ask the dates of your trip (OR ASK ANOTHER QUESTION)? I'll check what's available!

- Angela

Sending Quote to Prospective Renters

Sending Pre-Approved Quotes

After they've given their dates and some trip info, you should send them a quote! 

Next to their message field, click 'Send Pre-Approved Quote.' 

Then, fill out all known customer details, including add-ons like early/late pickup. If they haven't mentioned early/late pickup, assume standard. 

Follow the prompts until you are ready to send the quote. When you do, use the following template

Hey NAME! 

I've just sent you a quote for DATE1-DATE2. 

STANDARD: This includes a pickup time of 3pm or later and drop off 11am or earlier. That can be extended for $50 in either direction if you'd like. Anything beyond that requires an extra night's rental because of our cleaning and maintenance schedule.


ADD-ON INCLUDED: That includes EARLY/LATE PICKUP for $PRICE. Anything earlier than 11am for pickup or later than 3pm for drop off would require an extra night in either direction because of our cleaning and maintenance schedule. 

BOTH: Let me know if you'd like anything updated. We're ready and excited to host you as soon as you're ready as well. Thanks so much and looking forward to your trip!

Handling Discount Requests

Handling requests for discounts

We don't offer custom discounts. They are only available if they're specifically requested. "Are you able to offer a discount.' Or, "the only thing stopping me is the price. Can you do anything to help out?" 

The answer is 'YES,' but you don't need to do anything except for remind them:

Hey XXX, 

I'm so excited to hear that you're ready to book with a discount! I've set you up to be able to get the following discounts: 

If you book 5 days or more, you'll get 10% off. 

10 days or more, 20% off

14 days or more, 25% off. 

I also set you up to have discounts for the remaining dates we have available in the next 30 days. 

This applies for all of our vans, so just pick the van and dates that you prefer and our best discount will automatically be applied! 

For your reference: 

If a trip is more than 5 days, 10 days, or 14 days in duration. In that case they get 10%, 20%, and 25% off, respectively. automatically applied because of the pricing rules.
- If a renter wants a discount for a last-minute booking (that departs within 4 weeks), In that case, the discount is automatically applied because of the rolling discount daily task. 

New Bookings

New Booking Process

Add Customer to ClickUp

Go to the 'Customer Journey' space and click the 'New Booking' list. Enter the customer's name and enter all known customer details.

Add their trip to the Calendar.

You'll add their trip, set their pickup and dropoff times, and check for any booking conflicts.

Schedule the Van's Cleaning

Create a cleaning event in 'google docs' for the time they return. Also change the names of the next renters so that we can give every renter a welcome message.

Advance their Status in Clickup

Complete all the tasks in the setup checklist and the status will change to 'pre-booking.' BE SURE to change the 'due date' to become the 'trip start' date and then click the green button to 'adjust tasks.

Add customer fields to ClickUp

1. Open ClickUp and go to the 'Customer Journey' space .

2. Click on the 'New Booking' list. 

3. You will see a form. Answer all of the questions according to their booking details.

4. Submit the form. Then click on 'list' view. Click on the customer's name. 

5. Complete the checklist using the video tutorials below.

Create Google Calendar Event

1. Check the 'start' and 'end' dates for the new booking. 

2. Open 'google calendar.' 

3. Double-click on the reservation 'start date.' Add the customer's full name.

4. Underneath their name, make sure the first date is the 'trip start' date. Then, change the second date to be the 'trip end' date.

5. Make sure it's an 'all day' event. 

6. Choose the van they booked by selecting the matching 'calendar' 

7. Click 'Save.' Return to Clickup and 'check off' the checklist item.  

Add pickup and dropoff times in Google Calendar.

1. Check to see if the customer selected 'early pickup,' 'late dropoff,' or 'both.'

2. Go to google calendar. Double click the customer's start date. 

3a. If they did NOT select early pickup, write 'Standard Pickup.' Uncheck the 'all day box and set the time to 3pm

3b. If they DID select early pickup, write 'Early Pickup.' Uncheck the 'all day' box and set the time to 11am.

4. Choose the van they booked by selecting the matching 'calendar.' Click 'save.'

5. Double click on the customer's 'trip end' date. 

6a. If they did NOT select late drop off, write "Standard Dropoff." Uncheck the 'all day' box and set the time to 11am. 

6b. If they DID select late drop off, write "Late Drop Off.' Uncheck the 'all day' box and set the time to 3pm. 

7. Choose the van they booked by selecting the matching 'calendar.' Click 'save.'

8. Return to 'ClickUp' and 'check off' the checklist item. 

Check for conflicts in Google Calendar.

1. Open Google Calendar. 

2. Look at the customer's start date and pickup options. Is it going to conflict with the renter before them? 

3. Look at the customer's drop off date and their drop off time and options. Is it going to conflict with the renter dropping off after them? 

4a. If 'yes' to #2 or #3, email John so he can make a plan for this situation moving forward. The renter will need to be messaged and their trip may need to be adjusted using the 'change trip' instructions below.'

4b. If 'no' to #2 and #3, return to ClickUp and 'check off' the checklist item. 

Schedule Their Cleaning Event & Change Names

Video Instructions: 

--> Cleaning Schedule Doc

Remember, that schedule is for the cleaners. When working with it, think, "what do they need to know in order to get the van cleaned for us to check out the renter and for the van to be ready in time for the next customer?"

Here's how to set it up:

1. Add a new row to the cleaning doc, placing it so that the 'ready by' dates stay in chronological order.

2. Add the customer's RETURN TIME as the READY BY date and time. 

3. Add whichever is SOONER to the Finish time: 2 days after dropoff at 6pm OR the next renter's return time. 

4. Add the names of the NEXT renters in the 'next renters' column of the 'row' that you just created.

5. Find the row for the PREVIOUS renter and add the new renters' names in the 'next renters' column.

6. Let the cleaners know you updated the cleaning doc by sending them a text to (702) 241-4222

Hey Anyoli! Angela here, with VegasCampers support. Just an FYI, I added a van cleaning to the schedule. It's DATE READY anytime after TIME and will need to be done by FINISH DATE at TIME. Please let John know if that doesn't work for any reason. Thanks!

Advance the Renter in ClickUp

1. After the 'status' automatically changes from 'Setup' to 'New Booking,' wait for the tasks to appear, then click 'refresh' on your browser. 

2. Change the 'due date' to be the same date as the 'trip start' date. 

3. Click the green 'change subtask dates' button. 

4. Close the customer record. You're done!

Start to Finish Examples


Message Series Based on Departure Date

They're excited for their trip! It's your job to give them an easy checkout experience and keep their excitement going! They may be stressed about travel and have a lot on their minds, so be gentle but remain firm about what we need from them before they are allowed to depart.

7 Days Prior to Departure Message

1. Add customer's name

2. Delete all requests that the customer doesn't need to see

3. Adjust the pickup time in the message according to "standard pickup" or "early pickup." 

3 Days Prior to Departure Message

1. Add the customer's name

2. Delete the requests that we already have. We're ONLY asking for the info we don't have yet.

1 Day Prior to Departure Message

1. In ClickUp, open the customer's record and load the '1 day prior to departure' template message.

2. Adjust the pick-up and drop-off time in the template

3. Add the license plate of their van

4. Adjust any other fields necessary. 

5. Hit send and mark the task complete.

Day of Departure Message

You will receive a notification when the photos have been uploaded. It's recommended that you start this task only at that time. 

1. Complete the 'Day of departure' verifications checklist. This is how we double-check our work one last time.

- Check the driver verification and insurance in Outdoorsy. 

- Check the safety quiz in either ClickUp or by searching gmail. Don't forget to hit the 'archived/spam' button if you can't find it. 

- Add the renter's departure mileage based on their departure photos. 

2. Click the 'comment' field, click the 'email icon, and load the 'day of departure' message template. 

3. Adjust the necessary fields and click 'send' 

4. Mark the task as complete in ClickUp. 

5. Wait for the status to change to 'happily on trip.' 

6. Hit refresh on your browser and change the 'due date' to match the day of the renter's drop off date. 

7. Click the green button to re-map the subtasks so that the dates adjust accordingly. 

8. Manually change the 'day after departure' subtask due date to be due tomorrow

Adjusting 'Pre-Departure' Customer Info as it Arrives

Follow these instructions to keep track of customer information as it arrives.

Add Early Pickup or Late Dropoff

1. Make sure their extension is available - ask the renter to 'confirm' the $50 (or $100 if both) charge in their messages.

2. Open a chat with Outdoorsy and request the add on.

3. After it's completed, go to clickup and change the renter's 'pickup time' and/or 'dropoff time' accordingly.

4. Adjust the cleaning schedule to reflect their changes - make sure it's ready for them and/or the next renter.

Change Booking Dates

1. Check to see if the dates they requested are available and there are no pickup/dropoff conflicts. 

--  If the dates are not available, check to see if they're available with a different van. If so, follow the 'swapping vans' process.

-- If the dates are available, proceed to step 2

2. Find the nightly rate they paid in Outdoorsy. Make a note of it.

3. -- If they are adding or subtracting ONE night, skip to step 5. If they are adding or subtracting two or more, go to step 5. 

4.  Look at the pricing rules and see if there should be any price difference based on: 
-- Fewer nights (they pay more per night if they book fewer nights). If they subtract two nights or more, we treat it like a cancellation where they get penalized for those canceled dates and their nightly rate will increase if they had a pricing discount built in.

-- More nights (they get a discount if they book for more nights). If they are adding two nights or more, we apply pricing discounts according to our 'pricing rules.' 

5. Ask the customer to say "I agree to the date changes and agree to the new price" 

6. Open a chat with Outdoorsy. 

Ask the agent to add the new dates and to adjust the 'per night' price according to the pricing rule discounts. Note that you should NOT give them a 'last minute discount' price! This is not allowed. 

8. After the date is added and the reservation has been updated, make these changes: 

-- Update the cleaning schedule to reflect the new dates

-- Update google calendar to reflect the new dates

-- Update Clickup to reflect the new dates

9. Message the renter to let them know we successfully updated their reservation.

Swapping Vans

Chat with outdoorsy

Answering Questions

FAQ Answered Question:

Hey XXX!


For future questions, please check VegasCampers dot com / faq because we've posted answers to nearly every renter question we've ever had! It's an awesome resource. Of course, if something isn't listed there, message us! 

- Angela

Answer not in the FAQ:

Hey XXX!

Great question! 

Let me check with John about that and get back with you ASAP. 

- Angela

and send and email to John

Hey John! A renter asked a question that's not in the FAQ. Would you please reply with an answer to their question? It's: 

I'll send it to them as soon as I hear back from you. 

Handling Cancellations

Hi XX! 

We are super sad that you have canceled your trip! If there is anything we can do to assist you with getting rebooked, please let us know. We would still love to have you as a guest in the future, and we wish you the best of luck with your changed plans. 

Unfortunately, we will have to stick to Outdoorsy’s “moderate” cancellation policy that was agreed to. If you purchased separate travel insurance, they may be able to refund you!

Wishing you the best, let us know if you’d like to reserve for a future date.


'On Trip' Experience

Message Series for 'On Trip' Experience

We want them to have a great time and we've set them up for that! Now we keep our distance and let them enjoy. 

Day After Departure Message

Here, you're checking in with the renter. Adjust the template and send!

Day Before Return Message

They need to get the instructions for checkout. It doesn't matter how, so long as they know the information. That's why we send them a message with the instructions and a link to 

Note that they automatically get an SMS text message as well.

Day of Return Message

The renter is supposed to message us once they've returned the van. 

Therefore, we send them one of these two messages after their return time:

A. If they dropped off on time and sent us a message to confirm

reply with ON TRIP: Van Dropped on Time

Mark the task complete AND 

--> 'Check off' that the van was dropped off in the checklist. 

That will move the renter to the 'Checkout' status.

B. If they have not let us know they've returned by the drop-off time, 

i. check Bouncie to see where they are

ii. If they are not back, send: ON TRIP: Van Late for Dropoff.


a. mark their late drop off in Clickup so that we can charge them - $50 if it doesn't interrupt anyone, $fullday if it does.

b. Check the cleaning calendar to see if this will cause a problem. If so, text the cleaning crew. 

c. Check with the rental schedule to see if this will inconvenience other renters. If so, make a plan.

iii. If the van is at the drop-off location, send: 

ON TRIP: Van Dropped, On Time and simply change the first sentence to "I see that the van was dropped off..."

Mark the 'van returned' checkbox as complete.

Answering Van Feature Questions

FAQ Answered Question:

Hey XXX!


For future questions, please check VegasCampers dot com / faq because we've posted answers to nearly every renter question we've ever had! It's an awesome resource. Of course, if something isn't listed there, message us! 

- Angela

Answer not in the FAQ:

Hey XXX!

Great question! 

Let me check with John about that and get back with you ASAP. 

- Angela

and send and email to John

Hey John! A renter asked a question that's not in the FAQ. Would you please reply with an answer to their question? It's: 

I'll send it to them as soon as I hear back from you. 

Handling Problems / Broken Camper Features

If a renter reports that something in the camper isn't working correctly or is broken:

- This does NOT include mechanical / lockout / engine issues. Those are 'roadside assistance.' This is only for items in the van and features for the camper van. 

 1. Look for the answer before proceeding. 

- Is their question in the FAQ? 

- Is their question covered in the training videos? 

- Is it covered in the training manual? 

2. Offer a solution to the renter only if you know the answer.

- Don't send them to the FAQ or the training videos unless you know that the answer is in those places. The renter is already frustrated or worried. Don't make it worse by sending them to a resource where there is no solution.

3. If you don't know the answer, get more information. 

Ask them for photos and get a full description of what's happening if they haven't already sent it. 

Message the renter:


I'm going to reach out to John on this one. In the meantime, would you please text a couple of photos to 702-608-1545 and message any other relevant details? I'll be sure to pass them along to John. 

4. Then message John: 

Hey John, a renter is having an issue with XXVANNAMEXX. Here's what they said: 


I've attached their photos of the issue. 

Will you please reply to them or let me know what to tell them? 

- Angela 


5. Report the issue in their ClickUp notes so that they can be charged accordingly. 

This gives us a record of the issue for their checkout process.

Accidents / Damages / Mechanical / Roadside Assistance / Key Issues

How to handle accidents, roadside assistance, and mechanical issues 

- This does NOT include anything with the RV/Camper build. Those are 'Handling Problems / Broken Camper Features.' This is only for the engine, car components, lockouts, accidents, etc.

1. Ensure that everybody is OK and safe. 

If they are not in a safe location or if someone needs medical attention, advise that they do those things first. We cant offer medical attention and we can't help them until everyone is safe.

2. Make sure they follow the steps listed in the Vanual and videos

DON'T send them to the videos. Walk them through the steps. Watch the video and read the vanual. Ask them to do those things, one by one. 

3. Make sure that Outdoorsy knows about the issue and is helping the renter.

Open a chat with outdoorsy and ask that they get in touch with the renter to help them resolve the issue. 

4. THEN, AFTER all of those things are taking place, contact John to let him know what's being done to solve the issue.

Until those things happen, there is nothing that he can do to help the renter.

5. Report the issue in their ClickUp notes so that they can be charged accordingly or moved to 'insurance claim,' if needed.

Checkout Process

Checkout Process Overview

They're tired after their trip and have lived in a small space for many days! They're excited to get home and rest. However, this is where we can lose a LOT of money because of damages and mileage, so follow these steps very closely while being supportive of customers. Always tell them that they had a GREAT experience!!

Check 'Bouncie' for Off-Road Driving

1. Log in to

2. Click the name of the van they rented

3. Click the date (in bold) of the first day of their trip. 

4. Track their trip that day and look for unusual roads. Zoom in to see the roads. These are often lines into the middle of the desert, squiggly, winding lines, and the last place they stop on any given day. 

5. Screenshot if you find off-pavement driving and update their record in clickup. 

6. Repeat this process for each day of their trip. 

Day After Return Message

IMPORTANT! Not in video: Check to see if they already left a review before sending. If they did, delete that part of the email from the template.


Awesome renter! Recommended to other hosts!

XXXXNAMEXXXX was a great guest because they took great care of my van, left it clean and tidy, and was a great communicator I’d be glad to host them again anytime.

XXXXNAMEXXXX was an amazing guest. Communication was as smooth, the van was left in great condition, and the rules were respected. I hope to host them again in the future!

I recommend XXXXNAMEXXXX to other hosts. My experience with them was great. Communication on Outdoorsy was good and they followed checkout instructions well.

It was my pleasure hosting XXXXNAMEXXXX. They respected my van's rules, communication ran smoothly, and most importantly, super friendly! Highly recommended.

XXXXNAMEXXXX was a great guest! They took great care of the camper, left it clean, respected the rules and were friendly to message with. I’d be glad to host them again anytime.

I loved having XXXXNAMEXXXX because they were great communicaters and treated my van with respect. Us and any host would be lucky to have them again!

I enjoyed hosting XXXXNAMESXXXX. Our experience was smooth from the beginning to the end. Recommended and I hope to have the opportunity to host themagain!

Enter Return Mileage

You will receive an email alert when the photos have been uploaded. After that, follow these steps.

Give Renter Review

Give the renter a 5 star review unless they've been flagged.

Send Security Deposit Charge for Approval

Complete this template with the renter's information in clickup. Send it to a manager for approval.

I’m glad you had such a great trip and hope you’ve arrived home safely!
Here’s a breakdown of your mileage:
Returned with XXENDMILESXX
Difference of XXMILESOVERXX @ .35c/mile = $XXMILESCOSTXX
I’m releasing your security deposit minus that amount. You should receive the remainder back in about 7 days after outdoorsy releases it. It’s up to them from here forward, so please get in touch with them about any questions about when exactly it will arrive.  
XXXXIF SECURITY CHARGES = YES: Additionally, because of XXXCOPYFROMDESCRIPTIONXX, we need to retain $COST. That, plus the mileage brings the total to XXXX. XXXX

Thanks again for renting and so glad you had such a great time! 🙂
- Angela

Charge from Security Deposit

After receiving approval for a security deposit charge, charge the renter and send the approved message

1. In outdoorsy dashboard, go to 'bookings' and 'completed' 

2. Choose the renter and click 'collect fees' 

3. Enter the full amount (including all charges)

4. Paste the message describing what the charges are for

5. Send and charge the renter. 

6. Mark the task as complete

7. Make sure the renter is moved the the 'completed' status. 

Insurance Claim - Known Damage

If there's damage to the camper that needs to be taken to a body shop or sent to Outdoorsy's claim team for appraisal,

1. Describe the damage in the renter's notes.

2. Change the renter's insurance status. That will move them to the 'insurance' claim process.

3. Continue to complete the checkout steps for the renter. They need to be checked out AND go through the insurance process.

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