Campground Confidential

Building an Iconic Family Campground with Lelah Campo

A Decade of Success and Challenges in Campground Management: Insights from Lelah Campo of Cozy Hills, Connecticut  Running a successful campground is no easy feat, as evidenced by the journey of Lelah Campo, the dynamic owner of Cozy Hills in Bantam, Connecticut. On a recent episode of the Campground Confidential podcast, Lelah shared her experiences, challenges, and successes in the campground industry, including the recent opening of a second RV park.  Introduction to Lelah Campo and Cozy Hills With a background in construction and association management, Lelah purchased Cozy Hills in 2014, despite having never camped a day in her life. Over the years, she has transformed the campground from a modest 115 sites to a thriving 183-site destination, complete with 10 rental units and a host of family-friendly amenities. Under her guidance, Cozy Hills has grown its revenue by an impressive 500%, emphasizing a seamless guest experience and engaging activities. Key Takeaways from this Episode of Campground Confidential 1. Embracing Technology in Campground Management One of the standout themes from Lelah's interview is the integration of technology in campground operations. From the beginning, Lelah recognized the importance of technology to streamline processes and enhance guest experiences. Cozy Hills was among the first to adopt Newbook’s software, enabling online bookings and license plate reading for gate access. This technology not only simplifies check-ins but also allows for effortless revenue generation through features like automated late checkout options for guests. Additionally, GPS-tracked golf carts at the campground ensure safety and reduce the need for negative interactions between staff and guests. 2. The Importance of Activities and Amenities Lelah emphasizes the critical role of activities and amenities in attracting and retaining guests. At Cozy Hills, the focus is on providing a rich array of activities seven days a week during the summer, from outdoor laser tag to archery and a mega slide. This commitment to family-oriented activities has turned Cozy Hills into a destination campground, appealing to families looking for a complete vacation experience. Lelah’s approach demonstrates that investing in diverse activities can significantly boost occupancy rates and guest satisfaction. 3. Balancing Growth with Campground Character Growth and expansion are essential, but Lelah is keen on maintaining the unique character of Cozy Hills. She shares the challenges of being landlocked, which limits physical expansion but also keeps the campground cozy and intimate. This balance is crucial as she recently expanded her business to include a second property, a 365-acre farm turned campground. The new property, with its 93 sites and extensive outdoor amenities, caters to a slightly different demographic, offering more space for outdoor adventure while retaining the charm that guests love about Cozy Hills. 4. Navigating the Challenges of Campground Ownership Lelah’s journey is not without its challenges. From dealing with zoning laws and community acceptance for her new campground to managing the high costs of property taxes, Lelah has faced numerous obstacles. She advises potential campground owners to choose locations where their presence is welcomed and to navigate local regulations carefully. Her pragmatic approach to overcoming these hurdles showcases the resilience and strategic thinking necessary for success in this industry. 5. Fostering a Positive Guest Experience Customer service is at the heart of Cozy Hills’ success. Lelah highlights the importance of pleasant guest interactions and the role of technology in minimizing conflicts. For instance, remote lock systems for cabins eliminate issues with late checkouts, allowing guests to extend their stay easily while ensuring timely turnover for new arrivals. Recording phone calls for quality assurance helps in training staff and resolving disputes, ensuring a consistently high level of service. Lelah’s focus on enhancing guest experience through both personal interactions and technological tools underscores her commitment to hospitality. Conclusion Lelah Campo’s story is a testament to the dedication and innovation required to run a successful campground. Her ability to leverage technology, invest in engaging activities, balance growth with maintaining character, navigate operational challenges, and prioritize guest experience offers valuable lessons for current and aspiring campground owners. As Lelah continues to expand her business and face new challenges, her insights provide a roadmap for success in the evolving landscape of outdoor hospitality. For those in the industry, her journey is both inspirational and instructive, illustrating the potential for growth and excellence in campground management.

Enhancing Guest Experiences in Outdoor Hospitality: Insights from Amy Hansen of Amity Outdoors Management and Consulting

Enhancing Guest Experiences in Outdoor Hospitality: Insights from Amy Hansen of Amity Outdoors Management and Consulting In this episode of Campground Confidential, we talk to Amy Hansen, a seasoned expert in property management and RV resort operations. With over 25 years of experience, Amy has built a stellar reputation in the outdoor hospitality industry, particularly in managing RV parks, RV resorts, and campgrounds. Her journey from a general manager at an RV resort to a director of operations for various properties underscores her extensive knowledge and passion for the industry. Amy Hansen's career in property management began with a strong foundation in real estate investment. Her early experiences managing investment properties paved the way for her entry into the outdoor hospitality sector. Over the years, she has developed expertise in rate and revenue analysis, site optimization, brand development, and leadership training. Today, Amy heads Amity Outdoors Management and Consulting, where she leverages her extensive experience to help campground owners and operators enhance their operations and guest experiences.   Key Themes from the Interview 1. The Importance of Guest Experience Amy emphasizes the centrality of guest experience in the outdoor hospitality industry. She believes that personal connections with guests are crucial and that staff should strive to make every guest feel valued and heard. Amy advocates for a balance between automation and personal interaction, ensuring that while technology can streamline operations, it should not replace the human touch that defines excellent guest service. 2. The Role of Property Management and Consulting Amy discusses the various ways property management companies and consultants can support campground owners. These services range from comprehensive third-party management to specific tasks like rate analysis or software evaluations. Amy highlights that property management is not a one-size-fits-all solution and that services can be tailored to meet the unique needs of each campground. 3. Navigating Rate and Revenue Management With rising costs and rate sensitivity among campers, Amy stresses the importance of transparent pricing and regular rate evaluations. She advises campground owners to avoid hidden fees, which can lead to negative guest perceptions, and instead focus on providing a value-driven experience that justifies the rates. Regular market competition analysis is also essential to ensure rates remain competitive and fair. 4. The Challenge of Reputation Management In today's digital age, managing online reputation is critical. Amy encourages campground owners to respond to both positive and negative reviews with care and transparency. By acknowledging guest feedback and addressing concerns openly, campgrounds can build trust and improve their reputation. Amy also recommends proactively encouraging satisfied guests to leave positive reviews. 5. The Evolution of Technology in Campgrounds Technology plays a significant role in modern campground management, from online reservations to automated services. Amy discusses the importance of choosing the right property management software (PMS) and the potential pitfalls of selecting a system that doesn't fit a campground's specific needs. She shares her experience of demoing multiple PMS options for clients to find the best match, highlighting the value of consulting expertise in making informed decisions. Enhancing Operations with Expert Guidance Amy Hansen's insights reveal the multifaceted nature of managing RV parks and campgrounds. Her emphasis on guest experience, transparency in rate management, and the strategic use of technology provides a roadmap for campground owners seeking to improve their operations. By embracing the expertise of property management companies and consultants, campground owners can alleviate some of the burdens associated with day-to-day management, allowing them to focus more on creating memorable guest experiences. Amy's passion for the industry is evident throughout the interview. She encourages campground owners to find joy in hospitality and to continuously seek ways to enhance their services. Whether it's through small, meaningful interactions with guests or by leveraging technology to streamline operations, the goal is always to create an environment where guests feel valued and welcomed on a human level.  In the outdoor hospitality industry, the guidance of experienced professionals like Amy Hansen can make a significant difference. By focusing on guest experience, transparent rate management, effective reputation management, and the strategic use of technology, campground owners can navigate the challenges of the industry and achieve long-term success.

Hosting RV Renters at Your Campground or RV Park

In this episode of Campground Confidential, Maddi Bourgerie, Senior Director of Communications at RVshare, joins us to discuss the ins and outs of hosting RV renters at your campground or RV park. Maddie has worked in the industry for a decade, visited almost all 50 states, and rented more than 20 RVs. She is dedicated to the company’s mission to help travelers experience the magic of an RV adventure. Maddi has RVed on the East and West Coast checking off National Parks and music festivals from her bucket list. Her career has been dedicated to sharing her passion for travel.  What is RVshare?  RVshare [http://rvshare.com] is the largest online community for RV renters and owners with a diverse selection of vehicles for rent across the United States, ranging from luxury motorhomes to cozy camper vans. There are more than 60,000 owners nationwide who rent their vehicles for others to experience the magic of an RV trip.  The RVshare Campground Partnership Program RVshare’s Campground Partnership Program is a free program that allows RVshare to build out a community of campgrounds that they can recommend to their users. In return, the program gives campgrounds around the country the opportunity to engage with RVshare’s audience and make additional revenue by referring users to book an RV through RVshare.  Benefits: * Increase reservations for RV camping spots * Having a campground listing created on RVshare while also getting additional exposure on RVshare’s ‘Top Campground’ pages * Additional incremental revenue for referring users to RVshare.com to book an RV * List and rent on-property RV units for free - including Park Models  * Having your park recommended as an approved RV Delivery location to RVshare users  Pay Structure:  * 8% commission for any booking the campground refers to RVshare.   * The average booking on RVshare is about $900 which comes to an average of $72 in commission per booking for the campgrounds.   * A $25 referral bonus for any RV owner that comes from the campgrounds site to RVshare.com and creates a new listing on RVshare Important Numbers: * The program has 518 campgrounds signed up to date * Roughly 300 campgrounds host live links promoting RVshare on their websites * Around 20% are top performing campground partners sending RV bookings to RVshare and making money for each of those bookings RV Rental Insurance Many campground owners have insurance concerns when hosting an RV renter on their property. On this episode, Maddi discusses the benefits of working with a vetted peer to peer rental platform like RVshare, noting that each and every RV rental is required to secure RVshare Insurance and Protection in case anything accidental happens while the RV is on a trip. This also includes trips where the RV may be delivered or stationary for the duration of the trip. Even if the RV is delivered or stationary, damages may still occur, examples include fire, acts of nature like storms and falling trees. RVshare also vets all of their renters, with ID verification, criminal background checks, and driving history reports. Campground Best Practices In this episode, Maddi shares an example of a campground that is benefiting from embracing the RV rental trend. Camp Margaritaville in Auburndale refers about 10 rentals a month to RVshare, and receives a referral bonus in return. When checking a customer in, they ask if the RV is rented and request the name and number of the owner to keep on file in case of an emergency.  The campground has specific policies around delivery and set up of rentals. They also have a page on their website explaining RV rentals and campground policies. They only allow rentals through vetted, reputable rental companies, which allows them to benefit from the growing rental market while limiting their risk.  Big News from RVshare RVshare has officially added park models as a new product category on their rental platform. Renters are very inclined to stay in stationary or delivered RVs at a campground, so now RVshare is allowing campground partners to list their park model RVs on RVshare.com.  For more information about everything discussed in this episode, check out the Campground Partnership Program [https://pages.rvshare.com/campground-partnerships] on the RVshare website, or reach out to Campgrounds@rvshare.com [Campgrounds@rvshare.com].

Partnering with Local Vendors: A Conversation with Marcia Neese of RiverWalk RV Park

On this episode of Campground Confidential, we talk with Marcia Neese, owner–along with her husband Jim– of RiverWalk RV Park in Jonesville, North Carolina. Marcia and Jim spent two years building their campground, and then opened RiverWalk RV Park in 2020…right in the middle of the pandemic.  Even though the journey to opening the campground was not without its challenges, Marcia’s prior professional experience in sales and managing multi million dollar businesses has been worth its weight in gold. She also attributes their success to their commitment to leading with their heart and always trusting their instincts to provide an amazing guest experience for all their visitors.  Campground Details: RiverWalk RV Park Nestled along the Yadkin River in Jonesville, North Carolina, RiverWalk RV park offers a unique blend of nature and community-focused amenities. With 51 meticulously planned sites, the campground caters exclusively to transient RV campers, providing a serene escape for families and outdoor enthusiasts who are typically just an hour's drive from home. This proximity allows for frequent visits and a steady clientele looking for a quick yet refreshing getaway.  Although the RV park has been booked solid on weekends since its opening season, Marcia and Jim do not plan on expanding the campground footprint. They love the size of the current campground, and focus on enhancements for their current campers.  Building RiverWalk RV Park Marcia’s transition from a 30-year corporate career into campground ownership was driven by a desire for change and a new challenge as she and her husband both approached 50. Jim Neese, a former professional athlete with a background in grading and construction, shared her desire for a change. Together, they embarked on creating a campground from the ground up. The couple's journey began with a frustrating experience trying to book an RV park spot, which sparked the idea that they could offer something better. They envisioned a place that fused their love for community with a welcoming, friendly camping experience. Armed with determination, the couple started by transforming a piece of overgrown land. Jim personally graded the land, ensuring each site was perfectly level—a nod to his attention to detail and background in grading. The initial design was simple, sketched on a paper towel, and evolved as they built the campground. They focused on a guest-centric approach, shaping the park to offer the best possible experience from the perspective of campers rolling into their carefully crafted haven. RiverWalk RV Park Partners with Local Vendors to Enhance Guest Experiences From the beginning, Marcia aimed to weave the local community into the fabric of her campground. She started by introducing 'Sit Back and Relax Saturdays', a tradition that brings different local food trucks, dessert vendors, and a pop-up mobile bar to the campground every weekend. A local brewery helped set up an onsite bar, further anchoring the park within the local economy. Marcia expanded the campground’s offerings by including diverse activities coordinated with local businesses: ax throwing sessions, live music events, and themed bingo nights named 'World Famous RiverWalk Bingo', where winners shout "I love RiverWalk!" to claim their prizes. These activities not only entertain guests but also support local artists and entrepreneurs, many of whom struggled during the disruption of Covid-19 shutdowns. . Guest Insights at RiverWalk RV Park Marcia's campground attracts mainly local campers—about 80 to 85% live within an hour's drive. This insight allowed her to tailor her marketing strategies effectively, utilizing data to focus efforts where they would have the most impact. Her campground has become a favored local spot for quick retreats, providing a beach-like experience with a man-made tranquil sandy beach that draws guests, especially during warmer months. Lightning Round Insights During the lightning round, Marcia emphasized the importance of community and personal connection in her business philosophy. She shared that the initial plan to create a hands-off investment quickly gave way to a full-time passion, underscoring her commitment to ensuring every guest’s stay is memorable. Her advice to new campground owners is to dive in with passion and be prepared to work hard and adapt, reflecting her own experiences of building and nurturing a successful campground from scratch. RiverWalk’s story exemplifies how a personal touch, combined with community integration, can transform a simple campground into a thriving local retreat. Marcia reminds us that thoughtful management, guest-centered operations, and local collaboration can lead to a successful campground where guests and local vendors alike find a ton of joy…and plenty of economic value.

Serving Transient RVers with Chris Pyle of RV Self Park

This episode of Campground Confidential features Chris Pyle, the Director of Operations at RV Self Park, a small, family-owned campground business. In this multifaceted role, Chris has worn various hats, handling everything from answering calls and spearheading marketing initiatives to overseeing upgrades at the park.  His journey into the outdoor hospitality industry began with a solid foundation in customer service as a recruiter prior to joining RV Self Park. This experience equipped him with the interpersonal skills and client-focused mindset that have proved instrumental in his transition into the world of hospitality. Chris's commitment to providing exceptional service and ensuring a positive guest experience has been a driving force throughout his career. The concept of RV Self Park is rooted in providing a simple, automated, and stress-free overnight stay for transient travelers. The idea stemmed from the founders’ experiences as they RVed across America and often found themselves looking for a safe and affordable place to spend the night while they were driving from point A to point B. The challenge became finding a place that was close to the interstate and wouldn’t be too expensive considering they wouldn’t be using the large majority of campground amenities.  Of course, RVers know that a common solution to the dilemma of looking for a safe place to sleep without paying a high price point is stopping in parking lots of businesses like Walmart and Cracker Barrell. Many of these locations allow RVers to park overnight for free. However, noise, light, lack of hookups, and the variety of local ordinances make this a less than ideal solution for many travelers. Enter RV Self Park.  The first RV Self Park location opened in January of 2020 in West Sullivan Missouri right off I-44. The goal was “meet the needs of the RV traveler who” was looking for “a convenient, hassle-free, safe place to park for between a few hours, to a few days.” The greatest challenges came with developing the automated technology for guests and also communicating processes and expectations that RVers were not accustomed to with this entirely new model of campground.  The second RV Self Park location recently opened in Kingsland, Georgia. In this episode Chris discusses how they chose this location and the goals for growing the company and franchising their unique model. Takeaways RV Self Park offers a simple, automated, and stress-free overnight stay for transient travelers. Choosing the right location is crucial for the success of any campground, but particularly when you are serving transient guests. Trends in the campground industry indicate a growing demand for convenient and hassle-free overnight stays. Dynamic pricing and promotional pricing can be effective strategies for attracting guests. Owning and operating a campground requires attention to detail and the ability to adapt to guest needs.   Chapters   00:00 Introduction and Background 00:36 RV Self Park Concept 07:03 Challenges and Solutions 08:01 Frustrations in the Campground Industry 09:02 Choosing the Right Location 11:36 Expansion and Franchise Model 20:55 Pricing and Promotions 25:57 Personal Camping Experience 27:02 Challenges with Guests 28:18 Dynamic Pricing and Promotional Pricing 30:22 Advice for Opening a Campground 31:01 Controversial Campground Rule 31:49 Misconceptions about Running a Campground 32:06 Conclusion Campground Confidential is brought to you by Park Vendor Review. Visit ParkVendorReview.com to search, save, rate, and review vendors in the outdoor hospitality industry.