Booking online - human error will not be tolerated
Comments
-
Pre new booking system you could amend the actual dates of stay but not the campsite. You also had to cancel your existing booking before making the new one which could mean you then couldn't make the new booking. I gather that's now changed to the opposite. If I need to arrive a day early or late but still need the same number of nights I wouldn't expect to be penalised by it. If the amendment meant a day increased in price that would be fine but to be punished because you get delayed.....
Also, it seems strange that when a discount offer is announced, you have to book 21 days before, that seems strange. Surely if there are still pitches and you decide to visit a site the price should still be discounted.
This year we haven't stayed on a single CAMC site, not even the closest one to Newhaven, we used the 5pm crossing and a site in Dieppe instead. We are off to Malvern next week so only because it's discounted.
0 -
I can't agree that there was no reason for change. One might argue whether the changes have gone too far, I accept that. There were two considerations, one of which is rarely mentioned and that was the system itself which I think the Club felt could conk out at any minute! They needed a new system for overseas travel which was the first to be implemented so it was a natural move to apply it to the UK Bookings as well. In fact on the evidence they had it was probably needed more for UK bookings because of the high rate of late cancellations. Some argue they should have kept the old system but moved the 72 hour deadline to say a week or even 21 days. Now that would have provided more time to resell cancelled pitches but where was the sanction on those that cancelled frequently, even within the rules? If you are going to have a sanction I would guess that a financial one is more effective than just a wrap over the knuckles? There is a problem also of suggesting that space on sites when they have previously been full is down to the new system. As you mentioned it seems the whole industry is suffering. Some are struggling financially but many others are not. We won't know the answer until we have what is considered a normal year (whatever that is?) whether that is next year or the year after who knows?
David
1 -
From a lay persons point of view the first big error was trying to adapt the overseas travel format for UK travel, things unravelled after that, error after error without any visible testing. Can't offer many comments on the accounting side except it's not customer friendly.
On a personal front we lost a deposit due to a cancellation so instead of rebooking the same inflated pitch price I rebooked elsewhere at a cheaper rate. It works both ways as far as I'm concerned which is CAMC's loss.
5 -
I agree with most, David but as you say some in the industry are fairing better than others and we have to ask why this is. Maybe, as best they could, they made the correct informed choices, carefully considered their clientele and were proactive to what happened there after. On the flip side they might have just been plain lucky. Whatever the reasons, some are not suffering that almost constant browbeating and criticism we now witness. As said, was it worth it?
2 -
The bit I am finding difficult to understand David, is the suggestion that there were high levels of cancellations as we had been told repeatedly that this number was not significant and that the majority of the membership did not adopt such behaviour. What’s more, from my observations the sites were then pretty much full, certainly much, much fuller than we see today. If cancellations was a contributing factor to promote changing from a member friendly system then, as many have suggested, there were other ways to discourage this, or even incentivise against such behaviours. As you yourself eluded to David, many other providers are not suffering. I guess it’s all water under the bridge now, the damage has been done and restoration of that loyalty begins now. How is the important thing!
1 -
I can only go by what the Club actually tell us and the figure for cancellations just prior to the 72 hour deadline was very high, don't have the exact figures to hand. It's difficult to judge whether the Club is "suffering" more than the other Club or commercial campsites. My experience this year is that it is difficult to tell. We started our year on a commercial site in May which happens to be next door to a CMC site. Despite offering much more than the CMC site next door it was hardly half full but the Club site seemed reasonably full. One Club site we used in June, albeit the weekend was packed. Our next trip away in September is one CMC site, one C&CC site and two commercial sites so it will be interesting to see how they compare. I just can't see the CMC abandoning deposits having invested so much in terms of cost and reputation. I am sure we may see tweaks along the way. It is a bit strange that everyone seems to expect CMC sites to be full all the time, that would almost be impossible. Our hobby is being assaulted on all sides at the moment and the fact that the CMC have introduced deposits and site prices seem high are only part of it. We have not long come through the pandemic and I expect some started to think whether they wanted to carry on with the hobby, that coupled with the cost of living suggests that more might be either giving up or thinking of giving up? A lot of mixed messages around at the moment about what cars can be used for towing. I imagine many buy a car which they hope will last some years so any doubts on the future use of that car will make people think. Strangely the ever growing popularity of motorhomes seems to be seen as a threat (?) to some caravanners which might be making some think about the future. All a bit random but could have some impact.
David
0 -
I also remember that the Club said for many years that people booking lots of weekends then later cancelling many of them was not a problem, so I was very surprised to read of the number of bookings that were cancelled, did that maybe include amendments too?
When we used to use Club sites, the only time we totally cancelled a booked tour was when OH fell down the stairs and broke her shoulder, and we did that well ahead, but we have sometimes altered our plans, either by choice or necessity, changing sites or length of stay, but still having the same number of site nights in total, and usually also well ahead. To me, that should not be counted as cancelling.
There did seem to be a very sudden about turn by the Club.
1 -
I also remember the club saying it didn’t keep records of numbers of cancellations ahead of the 72 hour deadline. 🤷🏻♂️
1 -
I am sure the figures have always been there but probably the system, at the time, was not interrogated to produce figures beyond what they were interested in at the time. You can produce any number of statistics at a press of a button. The cost element is usually someone's time putting them into meaningful form, usually to prove a case one way or another. If there is no need to prove a case, at that moment its actually a waste of money setting aside someone's valuable time crunching information that may never be used?
David
0 -
As I recall it wasn't a problem filling up the allowed 'cancellations' as those who could book at short notice did so and so no loss of income. The problem was people couldn't get on certain sites at greater notice.
I'm liking the new system as far more sites are available a number of months ahead. I've noticed It's starting to be about four to six weeks before sites start filling up on the more popular sites? Although having said that service pitches still appear to be booked up more than that. (More service pitches please
) 1 -
They just say whatever they thing the want to hear, as long as it suits their final objectives. It changed month by month..... There were no problems with cancellations!! Oops yes there is. ....We do not need to take deposits... Oops yes we do!! And so on.
1 -
I think the level of cancellations just snowballed after the introduction of the rolling booking system and as more members jumped on the band wagon. It surprised me they did not introduce deposits at the same time as the rolling system.
peedee
0 -
The trouble with any comparisons is the changing situation in the last few years. Covid providing a safer holiday experience than other forms, even when overseas travel opened up again. VAT reduced for a period. Right through into last year it was difficult to get a booking at many sites unless you planned well in advance. Now we have a new booking system, deposits, higher prices and challenging economic conditions.
It is certainly much easier to make a booking now, even than pre Covid. In May 2018 I was offered a last minute cancellation for a cataract opp and we cancelled our five week caravan tour. I wasn’t able to drive again until July and when we started looking for vacant weeks, we could only find two sites within 200 miles of home with availability. This year there were lots more and even into August. However, as to the overriding reason 🤔
1 -
Re our own usage, the deposit level is not a factor...we don't book way in advance so that any deposit is very unlikely to be forfeit. Not only that, the deposit level on, say, a weeks break of £300 at £30 (10% level) or even £60 at 20% wouldn't break the bank.
for those planning a whole season and spending, say, six weeks or much more total (nearly £2k) then £200 (or £400) upfront is a different proposition.
what I don't like is the 'difficulty' members seem to having with a small alteration to a break, moving the whole holiday a day or two forward or backwards by cancelling the whole thing??
As others have said, it used to be so easy to add a day or two on the end (this must be the same now....) and take a couple off the start...no doubt this is where the issue is as the club see this as a cancellation and the new rules apply....
The system can't 'evaluate' the overall process the customer is trying to achieve...move a whole break a day or two.🤷🏻♂️
id be tempted to get the call centre or site to do this sort of change for me but it looks like the club wants customers to use the website or app.
1 -
No I don’t think it is fair enough. I do not understand why, if the length of stay is the same, alterations need to cost club members. After all you are taking up vacant pitches in one site or period of time and replacing them with vacant pitches else where. Commercial sites may well impose penalties but we are talking here about CLUB MEMBERS who by virtue of membership should have some advantages.
3 -
'difficulty' members seem to having with a small alteration to a break, moving the whole holiday a day or two forward or backwards by cancelling the whole thing??
You appear to be taking one recent post on here talking about this, and the very occasional other posts in the past, which are in myview is more likely down to input error, and applying that to members in general.
This is not true and I and a few others have stated that there have been able to easily changed dates and added/delete days on. In fact just done it two days ago for a break next year.
It still is so easy to add a day or two.
And yes the system can evaluate.
PS my week away was well under £300.
0 -
I suppose in that respect nothing has changed between the old and new systems, except now it’s a financial penalty.
Under the old system if you changed sites within the 72 hour window but kept the same days, all was OK, however if you moved your days at the same, or to a different site you received the hand slap email.As I understand the T&C’s, if you move your days to a different site within 21 days, the only penalty is if the new site is more expensive. However, change your days and you incur partial or total loss of the deposit.
So basically the same, just now money is involved.
0 -
There was a school of thought right when all the new proposals were aired that saw increased admin charges and penalties as a factor. I know the Club states that it puts back surplus into the Club Sites, but it’s also supporting a very large HQ staff now. The Financial reports from the last few years indicate just how much staffing and costs at HQ have grown. I acknowledge that there has been a downscale of office space, with more staff working remotely.
1 -
Agree TDA. It's a balancing act between a now over complicated booking system due to "flexible" pricing, new T&Cs, customer confidence and increased administration costs due to the 21 day rule. Most of this could be done automatically on line previously.
0 -
It’s coming up towards 12 months now since we last used a Club Site, and that was only a three night stay for an event, last September. We are very loathe to get involved in the Club’s booking system, and coupled with the prices, giving serious thought to every small break we can currently enjoy. We had thought of York for a longer stay, but to be honest, given the lovely time we have had recently on a couple of CS sites, both priced at £15 per night (with loos and showers) I can’t see the need to get involved in all the deposit, payments shenanigans. We have re discovered the kind of touring we love and enjoy this year, and busy sites are not part of it.
2 -
I have to admit I have just done the same thing as the OP. I thought I had booked Modbury for four nights next Sunday, but if fact booked it for today, my fault entirely. I had written the wrong dates on my calendar, so when I confirmed the booking it was for the dates I had booked. Only realised this morning when the balance confirmation mail came through. I have rung the site to let them know that I won't be arriving today and that I have made a new booking for next week. As this is entirely my fault I do not expect any kind of refund from the club, why should they pay for my mistake.
4 -
To Err Is Human, as they say! I think you are being quite generous and OK the problem is magnified by the fact that you were expected on site today. However what I would like the Club to do is recognise that sometimes mistakes happen and providing the Club is not seriously out of pocket I think they could get some kudos if they recognised such things as human error or perhaps the need to change dates by a day or two just happens sometimes and rather than apply draconian rules they were a little more flexible? From your point of view its a double whammy because you have also paid in full, although I assume you will get a proportion of that back but how much better if it was just transferred to your next booking?
David
2 -
I fully understand why the club has used this new system. But i do object to the full amount being form my account prior to my arrival at the site, if i had an accident while travelling to the site i would have to try and regain my money from the club with all the hassle that ensue ,i do not think the club has the right to take payment this way
2 -
That only happens if you opt for that, actually you have to opt out and untick that particular box, I opt out and always pay the balance on arrival.
0 -
Indeed!
Until there's another significant advantage such as it working with ANPR and going straight on in then like you I'll carry on with pay on arrival.
1 -
That’s the whole point JB. If you don’t arrive, the Club still gets paid for your booking. It’s then down to you to argue that you had a legitimate reason for not turning up.
2
