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  5. Camping and caravan parks – customer expectations and best practice

Camping and caravan parks – customer expectations and best practice

16 minute read • Last updated: 25 February 2025

The closeness to nature, the sense of adventure and the flexibility offered are just some of the reasons why camping and caravan holidays are a great way to experience Scotland.

Perhaps you operate a small campsite with just a few pitches or maybe an expansive holiday park. It could be you’re targeting motorhome enthusiasts, or perhaps you offer something quirkier like a glamping site. No matter what type of park you have, your customers will want to find a safe, clean, well laid-out site, with excellent facilities that match their expectations.

Find out more about how to offer an experience that your customers will recommend and return to in future. 

In this article:

  • Allowing customers to book with confidence
  • Welcoming your customers
  • General park standards
  • Facilities
  • Water, waste and recycling stations

Allowing customers to book with confidence

Whether a customer is considering booking your site for the first time, or requires assistance with an existing booking, the information and service you provide online and through direct contact is a vital part of the overall experience.

A member of staff on a laptop sitting at picnic table beside a caravan

Lothianbridge Caravan Park

Online information

A strong online profile and presence through your website, social media channels and booking platforms is fundamental. Consistent information and high-quality content means that customers should know exactly what to expect.

For example:

  • accessibility information
  • wifi availability / data coverage
  • toilet and showering facilities
  • waste disposal facilities
  • recreation and dining facilities
  • whether you are pet friendly

It’s also a good idea to include information on local shops, attractions, eateries, and public transport. Make it as easy as possible for customers to see how much there is to see and do in the area, potentially leading to longer stays.

Use high quality images of all aspects of your site including all the various facilities you offer alongside images of the pitches and accommodation options (eg caravans, pods, yurts, etc).

For more advice on websites, social media and the use of imagery take a look at our guidance on how to promote your business.

Provide a seamless booking experience

Give customers confidence in your business with a clear and transparent booking process regardless of whether they are booking direct or through an online travel agent (OTA).

What to have on your website

  • Terms and conditions visible prior to the booking being made, with clear guidance around cancellations, irrespective of how the booking was made.
  • Clear information on arrival and departure times and any specific park rules you might have eg a night-time noise curfew.
  • Up-to-date availability calendar allowing for simple phone and online bookings.
  • Secure online booking system that takes bookings without your personal interaction (unless requested) allowing 24/7 transactions from anywhere in the world.

After a booking is made

  • Set up automated confirmations of bookings with all relevant details including dates, prices, check in / out times and terms and conditions.
  • Provide receipts for every payment made and send appropriate reminders if a full balance payment is required (eg a week before the payment is taken).

For information on online booking systems and more, check out our page on making your accommodation online bookable.

Welcoming your customers

Staff at caravan park

Lothianbridge Caravan Park

Make a great first impression

Whether customers arrive at a dedicated reception building or your own home, this will most likely be the first face to face interaction they have with your business. Have easily identifiable staff on-hand to offer a warm greeting, provide orientation of the site and facilities, and handle any customer queries.

Customers are likely to want to get settled as quickly as possible – especially if they need to pitch a tent – so have measures in place to assist them.

Examples of best practice

  • Display prices clearly at your arrival area or reception, ensuring consistency with online pricing, or any other marketing.
  • If a pitch or holiday home is prebooked, paid and the pitch number is known, offer online check-in along with directions to the location to ease pressure on the reception area on change over days and during busy periods.  
  • Provide detailed orientation either prior to arrival or during the check-in process. Offer a printed or online map as a minimum, to help alongside directional park signage.
  • Show touring and motorhome customers to their pitches and help with pitching if required.
  • Show holiday home customers to the property and give an orientation of the facilities. Provide a welcome tray, as well as thorough in-house information and written instructions.

It can be good practice to keep in touch with customers following their visit. Find out ways to do this, along with further advice on delivering great customer service and the benefits it brings to your business.

General park standards

While some customers might think camping in nature or the countryside is as simple as setting up a tent, as a business owner you’ll know that a significant level of work goes into delivering a great customer experience on-site.

Cleanliness

Cleanliness is crucial – it’s often the first thing a customer will notice if it’s not right. Focus on the highest standards possible in every public area of your park to avoid that negative feedback.

Have in place well organised processes to ensure all areas are ready for new arrivals and cleaned or restocked as required throughout the day.

Areas that need continual focus

  • customer toilets and showers
  • cooking and washing stations
  • bins and recycling points (internal or external)
  • any catering or retail areas
  • on-site accommodation eg caravan holiday homes

If you operate seasonally, consideration should be given to a full deep clean of the entire site before you reopen.

You also need to continually monitor littering on your park. Have clearly visible bins situated throughout which are regularly emptied.

If you allow dogs on the park, provide dog-waste bins and stock dog poo bags in the park shop or reception area.

If you employ external cleaning or laundry companies

  • Provide detailed expectations to ensure they are working to the same high standards.
  • Regularly monitor customer feedback for any comments regarding cleanliness standards.

For further ideas on introducing standards around areas such as cleanliness, take a look at setting product standards.

Man and woman sitting in front of orange tent

Camping at Dalmellington

Layout and safety

A large campsite or holiday park can be a busy place, so it’s vital that all your customers can find their way around in a logical and safe way.

Examples of best practice

  • provide clear directional signage and safety information
  • situate facilities in convenient locations
  • create separate designated areas for holiday homes and touring pitches
  • ensure site drainage, pathways and roads are capable of withstanding severe weather
  • have traffic safety measures in place, such as speed restrictions
  • install accessible features such as ramps, handrails and solid pathways

At night-time, a safe and comfortable atmosphere can be created with the use of appropriate lighting. This might look like large spotlights around your facility blocks and low-level lighting around the camping and touring areas to illuminate pathways without impacting your customers’ sleep.

Fire points

Having firefighting equipment on hand is important; not just so customers and staff are able to put out small fires, but also to provide a sense of comfort.

Fire points and equipment should be compliant with all relevant legislation, including that which relates to:

  • extinguishers
  • safety signage in place
  • emergency contact numbers

Fire extinguishers should be well placed around the park and clearly signed. They should also be contained or covered to prevent weathering, while still keeping them easily accessible. Consider installing alarms or tamperproof measures to ensure safety.

Buildings and caravan holiday homes for hire

With sites often positioned in woodland or beachside locations, it is vital that all physical buildings and structures are well constructed and maintained to withstand the environment and variable Scottish weather.

Examples of best practice

  • Heating, lighting and ventilation should be appropriate to the building’s purpose and in full working order. For example, invest in a heating system that is reactive and quick with layers of provision and thermostatic control of the various rooms and areas at any time of year.
  • Fixtures and fittings across all areas should be practical and designed for purpose. For example, stacking chairs in entertainment areas, easy chairs in bars and restaurants, and commercial fabrics used for curtains and upholstery.
  • All building interiors to be finished to a high standard and clean – a lack of attention to toilet and shower facilities can really let down the overall experience.

If you have caravan holiday home for hire, then high quality, legally compliant, well-equipped units will ensure a comfortable and enjoyable stay.

A man and woman sitting at a picnic table, cooking on a barbeque with a tent in background.

Braewick Cafe and Campsite

© Promote Shetland / Euan Myles

Pitches and grounds

Whether your customers are camping in a tent or are travelling by motorhome, they will be expecting a well maintained site with suitable pitches.

Examples of best practice

  • Keep any paved, lock-blocked or gravel pitch areas weed-free and neatly edged.
  • Keep the camping and touring fields flat, well drained with grass kept short and lush.
  • Staggered pitches, with strategically placed fencing and planting, may provide the best layout for privacy and views.
  • Caravan and motorhome pitches should be on solid, durable surfaces with hook-ups and water points adjacent.
  • Camping pitches should be on durable, well maintained, level ground.
  • Provide enough space around each pitch to safely and comfortably park, erect gazebos or awnings and enjoy outdoor dining.
  • Prevent heat damage to grass by providing bricks or stones for placement under barbecues.

Glamping

Often a go-to choice for those wanting a quirky or unique getaway, glamping comes in all shapes and sizes (treehouses, yurts, and hobbit huts to name but a few) however the core expectations remain the same – maintenance, cleanliness, and safety. Get those in place and then you just need to provide those special elements of glamour.

Parking

If parking is provided in a dedicated car park (rather than just adjacent to individual pitches), then consider including electric and water hook-ups in this area, as well as excellent lighting and orientation to toilets and main facilities.

Examples of best practice

  • tarred or paved surface with lined spaces
  • dedicated disabled and family parking
  • any codes and access details provided in pre-arrival information

Facilities

The breadth of facilities you offer is likely going to depend on your business type and your customer demographic. Larger parks where families base their entire holiday are going to be expected to have greater variety such as recreation spaces, food and drink options and children’s play areas, whereas a smaller campsite focused on shorter stays might just have the basics.

Shops

From honesty boxes to full commercial stores, the range of items should be appropriate for your location and customers you attract.

Essential items could include:

  • bread, milk, eggs, tea and coffee
  • matches, firelighters, barbecues and replacement gas cylinders
  • children’s outdoor toys
  • midge repellent

Larger outlets may want to consider outdoor clothing, bedding and camping equipment as well as stocking a wider range of food and drink.

Two women and a man enjoying a meal cooking on a campfire

Glenshee Glamping

Recreation

Swimming pools, gyms, sports halls, games rooms and arcades – providing a range of recreational options for customers can help create a high-quality experience.

If you are targeting families with young children, having plenty of activities on offer can make a big difference – especially on rainy days. Why not consider a programme of free or chargeable activities for under-16s to enjoy?

Whatever the range, safety is a priority, so be sure to maintain all recreation facilities and equipment to a high standard and ensure staff are trained in compliance with all relevant statutory regulations.

Examples of best practice

  • rubber or wooden flooring in sports halls or gyms
  • commercial luxury vinyl tiles or non-slip flooring around pool areas
  • soft surfaces in play areas eg specialist bark, soft sand, or bonded resin
  • themed children’s play areas (eg jungle or pirate)
  • provide equipment for hire – racquet sets, beach toys, bicycles, etc
  • a range of modern arcade games, pool tables and interactive machines

Food and drink options

The dining options you provide on-site can really add to the experience and if open to non-park residents also can attract local customers.

Some sites might choose to offer a takeaway food truck, or small cafe, while at larger holiday parks, customers are likely to have expectations of a licenced restaurant or bar providing hot and cold meals throughout the day and evening.

Whatever options you provide, remember to make clear in your advertising what is on offer and avoid customers being disappointed.

Examples of best practice

  • You can really make an impression with a wide ranging menu highlighting the provenance of local and Scottish food and drink.
  • If you attract a lot of family groups, offer a dedicated children’s menu.
  • Cater for as many different dietary requirements as you can accommodate, with the focus being on fresh, seasonal and local produce.
  • Have enough tables to comfortably seat expected numbers at peak times and ample space for customers and any serving staff to navigate easily.
  • Provide a takeaway menu so that customers can order food to take back to their tents or motorhomes.
  • Situate high-quality, durable picnic tables and benches nearby for customers’ convenience.

Staff

In keeping with the rest of your business, your catering staff should be trained to deliver great customer service.

  • Train staff to knowledgeably answer customer queries or requests for menu recommendations, as well as respond to general queries regarding the wider park.
  • Manage the dining area efficiently, eg clearing used dishes and wiping down tables as quickly as possible between customers to open up seating.
  • Monitor cutlery and condiment areas for replenishment and cleanliness.

Take a look at our food and drink pages for more information on introducing a food and drink offer into your business.

Campers’ kitchens

While some campers may want to enjoy a meal prepared on their own stove or barbecue, a safe, designated and well-appointed campers’ kitchen can be a welcome addition to your site.

Kitchen facilities to consider

  • electrical sockets and charging points
  • microwaves, kettles and hot plates
  • easily located fire extinguishers and blankets
  • fixed or for hire commercial quality barbecues
  • conveniently placed picnic tables and chairs
A man and women rest against railing in front of a glamping tent

Glen Dye Cabins and Cottages

Toilets and showers

Customers expect to feel comfortable, safe and secure using these facilities 24 hrs a day, so make sure they get your full focus.

 Elements to focus on

  • regular cleaning and inspection rota
  • sufficient hot water for maximum capacity
  • lighting, ventilation and heating appropriate to all seasons and times of day
  • practical vanity and drying areas with hand dryers and hairdryers

Use high-quality, robust fixtures and fittings that are practical (eg water repellent, washable and easily maintained) and provide adequate storage areas and hooks for placing clothes, wash bags, etc.

Create a comfortable temperature and consider adding under-floor heating. Ideally provide the option to boost heating with a thermostatic control during colder periods of the year.

Install forced ventilation in the shower cubicles to quickly clear any steam and prevent moisture build up, and ensure effective ventilation in the general areas.  

You should also consider your ratio of showers to pitches – as a rough guide, one shower per 25 tour pitches for both female and male areas. Think about how many family and accessible changing rooms you will also need to include.

Depending on your location you may also want to think about installing midge screens on your toilet and shower blocks.

Laundry

A dedicated laundry facility can be very attractive to customers, so consider a range of laundry equipment appropriate for the size and demand of the park.

As well as effective heating and task lighting, remember that a laundry requires effective ventilation including external ventilation and forced extraction for the dryers.

Equipment to consider

  • washing machines capable of various load sizes and spin cycle options
  • dryers
  • hand-washing sinks
  • iron and ironing board
  • a flat surface for folding clothes
  • laundry baskets
  • detergent (either provided free, or available to purchase)
  • seated waiting area

Consider providing a separate drying room for items such as outdoor clothing, hiking boots and wetsuits or an outdoor washing and drying area for use during warm and dry weather.

Water, waste and recycling stations

The modern camping or touring enthusiast expects facilities that cater to all their cleaning, recycling and waste disposal needs. These can be an indoor or a well-covered outdoor facility, ideally available 24 hours a day and placed in positions that maximise convenience for customers.

  • Examples of best practice for refuse and recycling points

    • Pave the bin areas for ease of cleaning and access.
    • Position the bins and skips for easy access with wide openings, manageable lids and steps up to larger skips.
    • Maintain fence or plant screening, to an exceptional condition.
    • Install 24-hour lighting for safe use.
    • Display clear signage to the recycling bins and skips. Ideally have both general and recycling points together and well-spaced around the park.

    Consider providing more specialist recycling where appropriate (eg gas canisters, camping equipment, batteries and lightbulbs). If you cannot provide this on-site, inform customers about local disposal points. Some parks also offer to donate tents and equipment in good condition.

  • Examples of best practice for a washing up station

    • Ensure it has a high standard of décor, with appropriate flooring, fittings, heating and lighting, and is well placed in the touring areas of the park. This often is part of a larger shared space or laundry.
    • Tile or panel this area or in the main task areas as a minimum for easy cleaning and maintenance.
    • Install stainless steel sinks and draining boards, hot and cold mixer taps with 24-hour hot water, ample shelving and a dedicated space for clean and dirty dishes. Dish racks should be considered.
    • Provide towel rails / hooks, hooks for wet jackets, bins for food scraps and general waste, and general accessories of a high durable standard for regular use.
    • If an outdoor area is provided, it should have substantial cover on at least two sides and be protected from the elements.

  • Examples of best practice for water points

    • Provide enough water points of a consistent design, which are well placed to be shared with several pitches or dedicated for super-pitches.
    • Construct the water points with a high-quality material such as weatherproof plastic, wood, stone or a suitable hard material.
    • Ensure water points have a large drain with a secure grid or gravel drain, and surround the area with concrete, tile or other types of washable surface. 
    • Separate the fresh water and grey water areas and have clear signage to avoid any confusion.
    • Provide dedicated water and drainage points (with fixed drain connections where possible) for seasonal pitches that require long term use.
    • Provide hose fittings for the grey water point only, not for fresh water.

  • Examples of best practice for chemical disposal points

    • Install a metal or porcelain commercial or custom base which is robust and hardwearing, with a grid, flush and hose for cleaning.  
    • Access to the bowl should be easy with steps, ramps and robust fittings to support the storage containers of any size and weight.
    • Tile or panel in the immediate surrounds of the room, with sealed flooring which is easily washed.
    • Have a hand wash or sanitiser facility as part of the provision ideally with running water, soap and towels or a hand dryer.

  • Examples of best practice for motorhome waste disposal points

    • Have a drive-over or drive-through provision which is easily accessible from both directions and can be used by any brand of motorhome.
    • Line any ditch or trough with the immediate area sealed and washable so the whole area can be easily maintained.
    • Provide a brush, mop and cleaning items to ensure the whole area is easily kept clean by users.
    • Provide a tap and hose for cleaning.

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