VegasCampers Customer Service Guide

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

    CLICKUP - WHEELBASE - OUTDOORSY - GMAIL - GOOGLE CALENDAR - GOOGLE VOICE - FAQ - THIS PAGE 

**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.

3. OVERVIEW OF THIS PAGE'S SECTIONS:

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.  

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.

READ THIS: Each van below is arranged as follows:

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

Did you read the above? Great! Here are the vans: 

#1: Perfect Camper Van - The Baby Beluga - BB - Charcoal - ZFBERFAB1H6G95845
2017 Promaster City - Plate: BBYLUGA

#2: Amazing Camper Van - The Red Rooster - RR - Cherry - ZFBERFAB3J6L03936
2018 Promaster City - Plate: R3WST3R

#3: Fabulous Camper Van - The Electric Mouse - EM - Peacock - ZFBHRFAB5L6R48927
2020 Promaster City - Plate: MOUSVAN -

#4: Stellar Camper Van - Panda - PP - Sage - ZFBHRFAB6L6R63968
2020 Promaster City - Plate: PPANDAA -

#5: Incredible Camper Van - Little Bear - LB - Amethyst - ZFBERFBB6J6K88346
2018 Promaster City - Plate: OSOITO

#6: Phenomenal Camper Van - Silver Fox - SF - Mango - ZFBHRFAB8K6M93036
2019 Promaster City - Plate: FOXYVAN

#7: Spectacular Camper Van - Orca - OR - Graphite - ZFBHRFAB9L6S02657
2020 Promaster City - Plate: ORCAVAN

#8: Marvelous Camper Van - Sharkey - SK - Flamingo - ZFBHRFAB0K6N72698
2019 Promaster City - Plate: SHARKEY

#9: Glorious Camper Van - Lemur - LM - Banana - ZFBHRFAB5M6T84004
2021 Promaster City - Plate: LEMUR

**The lockbox code for all vans is currently: 3218

FAQ Answered Question:

Hey XXXNAMEXXX!

Great question! (PASTE THE ANSWER FROM THE FAQ)

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 XXXNAMEXXX!

Great question! 

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

- Angela

and 

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: 
(PASTE THEIR QUESTION)

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

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

702-608-1545 - support@vegascampers.com - Angela Guzman (on behalf of John Beede)

Request for digital signature

Hi XXXNAMEXXX, we’ll need this signed prior to your departure. Thanks! - YOURNAME

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

INTERNAL RESOURCES

Training Page

The Vanual

Downloads Page

FAQ Page

Renter Quiz

Tour page

EXTERNAL RESOURCES

Gmail

Outdoorsy

Clickup

Google Calendar - 

Google Voice - support@vegascampers.com - pw: JjQCDXnEJPjeXAW3

Bouncie - user: johnbeede@gmail.com - pw: Satvy6-tyvdix-kajxom

Yelp & Google My Business

Reviews: point to Yelp and Google my Business. See Jo Giordano

Always sign your name on messages you send

Use the templates. 

First communicate with renter using the knowledge here

Second communicate with Fernn

Fernn will communicate with John

For processes or errors, of course you can communicate directly with John

Email from support@vegascampers.com NOT lasvegascampers@gmail.com. You can force check messages. 

Our phone number for texts: +1-702-608-1545

We are making this training page as extensive as possible. Help to do that by using the templates and requesting new ones.

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 at once:

First, understand every part of what the renter is asking you. 

Then, please use the following template and copy/paste each reply from the FAQ page. Like this: 

Hey XXXTHEIRNAMEXXX!
Great questions and I'm excited to send you on an adventure! 
XXXIF YOU DON'T HAVE THEIR DESIRED DATESXXX
May I ask the dates of your trip? I'll check what's available.
XXXIF YOU DO HAVE THEIR DESIRED DATESXXX
I'll send you a quote for the dates you requested right now. Feel free to change the insurance and roadside assistance plan to what best fits your needs.
To your first question about X: (paste answer to X) 
To your second question about Y: (paste answer to Y) 
To your third question about Z: (paste answer to Z)
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. 
I'll keep an eye out for your reservation and please let me know if you have any followup or additional questions!
- XXXYOURNAMEXXX

If clickup doesn't automatically move a customer, here's how to manually move them to the next phase of their rental

All ‘my work’ finished?

Anything ‘overdue’? 

Check tomorrow's 'wash by' and 'clean by' dates

Did any new reservations come in today? Check their due dates and subtask dates are correct

Did anyone pick up today? Check their new due dates and subtask dates. 

Did anyone drop off today? Check their new due dates and subtask dates.

If it's the last day of your shift, communicate to the person following up and cc Fernn. 'baton handoff'

Optimize the calendar in wheelbase

Are the “wash by” and “stock by” times correct for the upcoming month?

Confirm google calendar entries are correct for upcoming month

Check that the 'next renters' names are correct for upcoming month

Post to Instagram

Optimize the wheelbase calendar 

Check 'cleaning crews' and 'managers' are assigned to every rental

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!

(PASTE THE ANSWER FROM THE FAQ)

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 Pre-Approved Quotes

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

This is to be completed in Wheelbase

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 XXXTHEIRNAMEXXX! 
I've just sent you a quote for XXXDATE1-DATE2XXX. Feel free to change the insurance and roadside assistance plan to whatever best fits your needs.
XXXSTANDARDXXX 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.
XXXADD-ON INCLUDEDXXX 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. 
XXXBOTH-EARLY-AND-LATEXXX: Let me know if you'd like anything updated. 
We're ready and excited to host you as soon as you're ready. Again, so excited for your trip and I'll keep an eye out for your reservation! 
- XXXYOURNAMEXXX

Finally, send them the quote and see if they book!

When a customer gives info, it's your job to read their message and record the important information in clickup. Eg: Lennert: If they say they sent photos, make sure the photos are received. Download them and then upload them to clickup so that we have a record. 

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. 

Here's information about Festivals in the region. We don't allow festival rentals.

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.  

WE DON’T KNOW

Early pickup (11am)

Standard pickup (3pm)

Standard Dropoff (11am)

Late Dropoff (3pm)

WE DO KNOW

TIME pickup

TIME dropoff

Here's how to add/adjust the pickup and dropoff times for customers:

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

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. 

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. 

The 'stock by' time is 3 hours after a renter drops off, but during business hours. So, 

if they drop off at 11am, it's 2pm. 

If they drop off at 3pm, it's 5pm (because business hours end at 5pm). 

If they drop off at 9pm, it's 12pm the next day (because business hours start 9am the next day)

The wash by time:

2a. If it's more than 48 hours from the date and time of the renter's return, make the 'wash by' date and time exactly 48 hours after the renter drops off. 

2b. the next rental is less than 48 hours from the date and time of the renter's return, make the 'Wash by' date and time to be 2 hours before the next the renter picks up 

* Make a template task. Read the previous message threads and fill out all known information that we are seeking. 

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.

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

When a customer replies to our welcome email, they are giving the specific information we've requested. Here's the template for your reply: 

Hi XXXTHEIRNAMEXXX
Ahh, you're going to have a blast! Those are great destinations! Be sure to check out travel guides at vegascampers dot com / guidebook if you'd like some additional ideas. 
I've got your pickup and drop off times noted. Let me know if anything changes! 
 We'll be in touch about a week before your trip. It's coming up fast and we're excited for you! 
 - XXXYOURNAMEXXX

Every customer must sign the digital agreement before they can depart.

It's important that we mark who is verified as a driver.

Here is how to add an early pickup, late dropoff, or both to a reservation.

1. Make sure their extension is available by checking the calendar for conflicts. 

2. Find the reservation in wheelbase and click 'edit'

3. Add the appropriate add-on(s) by clicking the 'add existing add-on' button. Click 'save changes' and confirm it's on the reservation.

4. Change the renter's pickup or dropoff time in clickup. 

5. Change the 'clean by' date in clickup if it is affected.

6. Change the pickup or dropoff times in Google calendar

7. Adjust this message and send it to the renter: 

I have set up your pickup to be XXXPICKUPDATEANDTIMEXXX or later and your dropoff is XXXDROPOFFDATEANDTIMEXXX. You are all set!! I'm excited for your trip and we'll be in touch as it get's closer. Let me know if you have any further questions beyond what's in the FAQ at vegascampers dot com / faq. Yahoo! 
- XXXYOURNAMEXXX

UPDATE PLEASE adjust ‘stock by’ and ‘wash by’ times to previous and following rentals when changing a renter’s time!

Here's how to change a renter's reservation when they request it:

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. Open their reservation in Wheelbase and calculate the nightly rate they paid in Wheelbase. Make a note of it.

3. If they are adding or subtracting two or more nights, they need to be penalized 25% of the cost of the canceled nights. 

For example if their nightly rate was $130 and they cancel two nights, they are penalized 25% of $260 = $65. If they were to cancel 3 nights, they would get penalized 25% of 360 = $97.5. 

If they are only canceling 1 night, go to step 4. 

4. Accept the date change request in Wheelbase if it exists. 

If they have not made the request, ask the customer to make the request. Otherwise, you will need to manually change the reservation and calculate the new price by adding or subtracting the nightly rate they booked at. To do this, click 'edit' in their reservation, calculate the new amount and change the dates and click 'save.' Don't forget to apply pricing discounts for 5-9 nights = 10% off. 10-13 nights = 15% off. 14 or more nights = 20% off. 

* if you aren't 100% sure, comment your math on the customer chat area in clickup and @john Beede. 

5. Update google calendar to reflect the new dates. Be sure to move the pickup and dropoff times along with updating the trip.

6. Update the customer record in Clickup to reflect the new dates

7. Update the cleaning schedule 'clean by' dates. 

-- If the start date changed, update the PRIOR renter's 'clean by' date if needed. 

-- If the return date changed, update this customer's 'clean by' date if needed.

8. Message the renter to let them know we successfully updated their reservation. Use this template: 

Hey XXXCUSTOMERENAMEXXX! I successfully updated your reservation and updated the nightly rate accordingly. You are all set on our end for a XXXPICKUPTIMEXXX pickup on XXDATEXX and a XXDROPOFFTIMEXX drop off XXDROPOFFDATEXX. Yahoo!! 🙂 - XXXYOURNAMEXXX

FAQ Answered Question:

Hey XXX!

Great question! (PASTE THE ANSWER FROM THE FAQ)

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: 
(PASTE THEIR QUESTION)

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

Handling Cancellations - MESSAGE JOHN AND ASK HIM TO MAKE A VIDEO WHEN A CANCELLATION HAPPENS

Things happen and sometimes renters have to cancel. That's ok. We always follow the cancellation policy exactly. We are not a travel insurance company, so we cannot give full refunds for renters who cancel. We still have expenses for every rental, such as your wages, scheduling our cleaning team, and when someone has blocked dates off the booking calendar, it means we can't book someone else for that timeframe. It's really expensive for us to have someone cancel. That's why we must keep to our cancellation policy. 

Step 1: IMPORTANT: Check to see if they booked via outdoorsy or from our website. Check their 'source' in the bottom right of their reservation. 

A) If it says 'Outdoorsy,' they must cancel themselves. Please ask them to cancel via their reservation in Outdoorsy. Please do not cancel them yourself! Use this message: 

We're super sad to hear that you need to cancel. Because you booked via Outdoorsy, you will also have to cancel yourself via their platform. Click on your reservation and there should be a cancellation link. If you have issues, call their support number or open an chat with their representatives. We unfortunately can't cancel Outdoorsy bookings ourselves. Again, we're bummed to hear it, but we will need to follow the 'moderate' cancellation policy that was agreed to.

B) If it says 'web' or 'dealer site,' it was a booking from our website. MESSAGE JOHN SO HE CAN MAKE A VIDEO SHOWING THE PROCESS

In that case, we can cancel them by clicking the 'cancel reservation' red button in the upper right of their reservation. Then, you must choose the appropriate refund amount according to how far away their reservation is. You must follow the moderate cancellation policy

You will choose to give them a full refund (ONLY if its the same day as they made the reservation)
A 25% partial refund (if after 24 hours of booking and more than 7 days prior to their trip)
A 50% partial refund (if within 7 days of their trip departing) 

Step 2: After they've canceled, please send the following message

Hi XXXTHEIRNAMEXXX! 
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 the “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.
-XXXYOURNAMEXXX

If a customer needs to edit the credit card they have on file

1) Call the customer. 

2) In Wheelbase, find the customer's reservation, click 'payment methods' and click 'add payment method' 

3) Enter the details they provide including card number, expiration date, CVC code, and zip code. 

4) Save the details and make this their default card. 

When a customer's departure day arrives, you will need to complete these steps for every renter who departs: 

Start by double-checking that we have all the information we need from them in wheelbase.

If anything is RED it's missing and the customer cannot depart until it's green. 

Everything in GREEN, we have what we need. 

a. Did they sign the digital agreement in Wheelbase?

b. Is their safety quiz completed (check gmail, not clickup)

c. Are all drivers verified?

d. Is their insurance approved?

e. Do we have their 'departure photos' in the previous renter's 'after' folder?

f. Check their 'wash by' and 'stock by' times for accuracy and conflicts

g. Complete the wheelbase 'Check In' including their departure mileage (see photos for mileage)

3) Send the customer their 'day of departure' message, including anything unique to their van. 

4) Change the customer's 'due date' to become their 'dropoff date.' Be sure to click the green button and 'adjust subtask dates.' 

That's it! After that, we consider a renter 'on trip' because after these steps, it's up to the renter to find the van and depart. Occasionally, they will have a question or concern, so please keep an eye out for message alerts from them. 

When a renter replies with additional info, put it into clickup so that we aren't asking the same questions again and again or worse, we don't remember it. It frustrates renters.

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. 

FAQ Answered Question:

Hey XXX!

Great question! (PASTE THE ANSWER FROM THE FAQ)

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: 
(PASTE THEIR QUESTION)

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

Google Drive 'Before' and 'After' Photos

1. Open Google drive

2. Go to the 'cleaning photos' folder

3. Select the van nickname that the renter has taken

4. Create two folders named: 

DD/MM/YY - RENTERNAME - Before

and 

DD/MM/YY - RENTERNAME - After

*Date is the day of the renter's return. 

5. Copy the link for the 'before' folder and paste it into the 'before photos' field in clickup. 

6. Copy the link for the 'after' folder and paste it into the 'after photos' field in clickup. 

Add Names of BOTH Next Renters

When a rental is about to return, we add the first names of BOTH of the next renter(s) so that the cleaning crew can write a welcome note on the whiteboard. Here's how to do it:

1. Locate the name of the current renter

2. Go to Google Calendar and look for their reservation

3. Look for the next renter's name by finding the next reservation with the same color

4. Go to the next renter's record in ClickUp and look at the 'partner name' field. 

5a. If you know they are traveling with someone but don't have a partner name, send them this message: 

Hey XXXRENTERNAMEXXX,

I'd like to leave you and your travel partner a little welcome note! May I please ask their name? 

Also, they aren't listed as a verified driver. If they won't be driving, no problem whatsoever. If they'll drive at all, however, we need them to be verified. 

Thank you!

- XXXYOURNAMEXXX

5b. If you aren't sure if they are traveling with someone, don't send the message at all - one name is okay, but we really don't want anyone to feel left out. 

6. Go BACK to the original renter's record and enter either both people's first names or just the one renter's name in the 'next renters' field.

That's it! Now the cleaning crew knows who to write a welcome note to on the whiteboard when they do their cleaning.

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:

Hi XXX

I'm going to reach out to Fernn (our on-site manager) on this one. In the meantime, would you please text a video (or photos) to 702-608-1545 and message any other relevant details? I'll be sure to pass them along and get back with you asap.

Sorry for the trouble and we'll get back in touch soon! 

- YOURNAME

4. Then go to their reservation in clickup. Comment @Fernn Renteria 

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

XXPASTETHEIRISSUEXX

I've attached their photos of the issue. 

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

- YOURNAME

XXATTACHTHEIRPHOTOSXX

5. If it's their responsibility, 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.

6. If it can't be repaired during their trip, go to their van in Clickup. Paste the description of what's broken or wrong into a new 'task' for the van and make it a 'to-do's' task. 

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.

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!!

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!!

Please read the 'day after departure' message. We ask for them to let us know if any repairs were needed or if any issues came up. Usually, they aren't complaining or asking for refunds. They are being helpful. If they mention something, follow the same instructions for 'renter raised issue.' 

Don’t ask renters how much the stuff was that they bought if they aren’t asking for a refund. Don’t think that everything they buy should automatically be refunded. I am not an ATM wishing to give out refunds We make very little money on each rental as it is. Every little issue does not get a refund. 

1. Log in to Bouncie.com

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. 

John: Add as a task to template

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.

Templates: 

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!

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

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

Hi XXFIRSTNAMEXX!
I’m glad you had such a great trip and hope you’ve arrived home safely!
Here’s a breakdown of your mileage:
Departed with XXSTARTMILESXX
Returned with XXENDMILESXX
Used XUSEDMILESX miles
XNUMBERNIGHTSX nights @ XXMILES/NIGHTXX = XXMILESALLOWEDXX miles included 
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

Make process for what to do with promotional photos, how to upload to drive

Here's how to charge a customer for mileage and other security deposit charges:

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

1. In Wheelbase, go to 'reservations' and 'returned' 

2. Choose the renter and click 'manage security deposit'

3. Subtract the amount they are to be charged from $500. 

Eg: if a customer is to be charged $100, they they get refunded $500-$100=$400. 

4. Go to clickup email templates and copy the 'Checkout: Mileage / Security Deposit' template. Paste it onto the Wheelbase message

5. Edit the template to match their details.

6. Send and charge the renter. 

7. Mark the task as complete in Clickup. 

Here's how to charge a customer for mileage and other security deposit charges:

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

1. In Wheelbase, go to 'reservations' and 'returned' 

2. Choose the renter and click 'manage security deposit'

3. Subtract the amount they are to be charged from $500. 

Eg: if a customer is to be charged $100, they they get refunded $500-$100=$400. 

4. Go to clickup email templates and copy the 'Checkout: Mileage / Security Deposit' template. Paste it onto the Wheelbase message

5. Edit the template to match their details.

6. Send and charge the renter. 

7. Mark the task as complete in Clickup. 

Balance must be 0 after mileage charges.

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.

Unfortunately, it's usually the customers who cause the damage who also disagree that they've caused it. 

When a customer disagrees with a charge

1. Send them the before/after photos proving the damage or reason for the charge didn't exist prior to their departure.

2. Be firm but polite and say that we wish we didn't have to charge them but this is what we believe is fair to cover our time and costs.

If a charge has been assessed for 'pet cleaning,' the minimum amount is $250, but it could be more. The manager will comment @CustomerService filled out version of this template. However, if you don't receive it, please use the $250 base charge and ask them to approve it in your request for final charges approval:

We're charging your card for the mileage plus applicable taxes. Unfortunately, we were surprised by an excessive amount of pet hair throughout the vehicle. It took the cleaning team a very long team to remove the hairs and we had to pay them for their additional time and effort. We don't allow pets for this reason and this is clear in our terms of service, so we need to deduct a $250 pet cleaning fee from your security deposit. You should see the remainder back in your account in 3-5 business days.

Write response to complaint about additional cleaning charges

John: make Late checkout video per Dylan Tulley and Frederic Asselin

Follow the instructions in the video to create 'evidence' of dirt road driving. This is for when a renter disagrees with the dirt road driving penalty. 

Hi XXXTHEIRNAMEXXX,

As you know, we don't allow dirt road driving except for a maximum of 1/4 mile to and within established campgrounds. If this rule is violated, we make it extremely clear that you will lose your security deposit. 

 You understood and agreed that you would not drive off of paved roads during your trip. 

 This rule is made extremely clear in the rental agreement that you signed. It's in our terms of service that you agreed to. The rule is mentioned in our listing. It's in the training videos that you confirmed to have watched in the quiz. It's a quiz question that you correctly answered. We reminded you via email on a multitude of occasions. However, you continued to drive off road during your trip.

The following instances are each supported by the attached timestamped GPS tracking screenshots and satellite images of the roads you drove on:

DATE-DISTANCE
DATE-DISTANCE
DATE-DISTANCE

Also attached are screenshots of your rental contract, our terms of service, and timestamps for when you signed and agreed to not drive off road. If you would like to consult with an attorney regarding our decision to retain your security deposit, please provide them with these attached screenshots and documentation. In addition, please show them our terms of service at vegascampers dot com / terms-of-service . Specifically, reference the introduction section, "Prohibited Use of the Rental," "Allowed use of the Rental," and the consequences for violating these terms.

 Sincerely, 
YOURNAME

Sometimes people have issues with specific items in the vans. They are not frequent enough to put in the FAQ section, but they could happen once in a while. This section has solutions for the issues. You may send the video links directly to renters via text to help them solve the issue. 

"I need to replace a blown fuse! What size should I get?" 

The fuses are located above the water jug. Carefully remove the water jug and look in the compartment. You will need to remove a plastic panel. Each fuse is labeled. Here are the sizes you may need to replace depending on what's not working:

15amp - fan
10amp - water/lights
10amp - fridge
40amp - inverter
20amp - solar
20amp - 12volt ports