Inspection of CLs
Yesterday and today I read scathing reviews on this website of two different CLs. Reviews so strong which might well stop future customers in their tracks. Damning reviews can be a killer for a small business. How does the Club react or respond to reviews of that sort?
Does the Club ask the area inspector to go back and check again? Do they ask a different inspector to go and look and give a second opinion? Will they print those inspectors comments for members to see? Or will they at least routinely publish a date for every CL to say when it was last inspected ? We are not even told that.
Surely the Club has two responsibilities in cases like this. To be fair to CL owners and protect their interests if criticism is unfair - but also to give objective CL inspection reports to members who might be visitors.
Are either of those things happening?
Comments
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I have seen responses given by the owners to criticism made by a member but like yourself do not know whether the club is active in bringing the criticism to the CL owners attention or if the owner monitors their own site.
As is the wont of this club Communication with members is almost non existent outside of self promotion.
I do wonder whether anyone in the C.L. unit bother to check the details never mind inspect the C.L. I came across a review the other day, nothing much wrong with the review but the "From" price hadn't been amended since 2016.
I can't recall ever seeing a signed and dated certificate of inspection, if one exists, on any CL that I have stopped at. Mind, I've never broached the subject.
I certainly agree with your view about the clubs responsibilities.
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If I have time I try and look at the site reviews listing everyday. I don't read everyone but do tend to read the more robust ones assuming there is a clue in the title. I then tend to drill down into the other reviews and in come cases the poor review is not isolated. What happens then I have no idea. CL owners do have the ability to add a comment (as we all can although best not to start a discussion) to the review if things need explaining but not many do that.
I have no idea what the inspection regime is but it would sensible to look at the reviews as they could provide talking points when visiting the site. I would hope they would look at the type of complaint. After all no point in complaining about long grass when it has rained non-stop for two weeks.
David
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Never mind long grass David, but when a CL review says that the toilet emptying point is “under a black tub and is basically a hole in the ground, and if I had emptied my cassette it would have overflowed”- then a inspector should be sent promptly to assess the situation.
And the Club should then publish the report the submits - either to exonerate the CL owner, or to close the CL at once, or to tell would be customers what the situation actually is. The Club has responsibilities.2 -
ET
What we don't know is how many of the CL's which are no longer in the network have left as a result of a failed inspection. (they used to give reasons but haven't now for some time) I wouldn't expect the number to be high but there are bound to be some. There are clearly lots of CL owners who take a lot of pride in their CL's but I am sure there are a few who still run their CL as a very basic site with the minimum of facilities. It's more than possible that member expectations have changed over the years but some CL's haven't? That is why you have to consider all reviews to see if there is a trend.
David
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Whilst agreeing with most of your comment, I do take issue with the apparent distinction you make between those CL owners taking a lot of pride in their sites and those running basic sites. To me a basic site is one with a tap, toilet emptying point and cut grass. Rubbish bins a bonus. An owner can take just as much pride in caring for such a site as one who mimics the club sites with posh hardstandings, serviced pitches etc etc. to me it’s not the facilities available but the cleanliness and accessibility of such facilities that matter. We have used all sorts of elsan units from posh ones in green boxes to a pipe from the ground (under a tub) but fortunately all but one have been clean and reasonably easy to use. Occasionally they have been a little way from the site, but as one owner explained to us when indicating where it was, sewage doesn’t run uphill! Incidentally we used a club site earlier this month(unusual for us) and found the elsan point difficult to use as it was so high for lifting even a half full cassette.
It would be good to know how the club deals with reviews, or even if it notices them. Maybe besides placing a poor review those members should also notify the club.
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Hja
Perhaps it came out a bit wrong but what I was getting at were those owners, probably in a very small minority of cases that don't spend the time keeping up acceptable standards. You only have to read the reviews to note that a few fall into this category. On the whole members seem very satisfied with the vast majority of CL's and write glowing reviews. Also don't forget the post was set in the context about a question of inspection after an apparent damming review.
David
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The Club now has a mix of very old established CL’s (some we happily use date back to 40+ years), and much newer provision.
In the past, most of what was provided was rather basic, but still inspected, comprising of a safe field, decent enough access, a drinking water tap, a rubbish bin, an Elsan disposal point and welcoming hosts. Down the decades, many of these basic little sites have evolved, been taken on by new owners, the next generation, and have benefitted from all sorts of improvements/changes. But are still at the basic end, providing usually fabulous views, peace and quiet, often the chance to be on your own, and that has become their USP, along with a usually cheap pitch price.
This Club guide https://www.caravanclub.co.uk/globalassets/pdfs/CLs/would-my-land-be-suitable-for-a-certificated-location.pdf
gives some insight into the sort of consideration the Club offers to those wanting to set up a new CL, and includes most of the basic requirements above, but with guidance around what today’s more discerning visitors might prefer, and be willing to pay for once provided. You start to get some idea of just how different and individual most CLs are, and how much or little they can choose to offer, and why the price range varies so much. All will still be inspected at some point or other as part of the ongoing process.
We have been on a handful of CLs when Inspectors have called, usually at random. We have seen annual certificates, often in information huts/rooms/info boards, and sometimes just in doorways where you knock and pay. And of course some sites show their certificates on their own websites.
Some CLs monitor their reviews, some don’t. Given how misinformed, cruel, rude, some customers can be, I wouldn’t be too harsh on those that don’t monitor, as it’s like any other buying/selling relationship, an individual experience. But good owners will take heed of any polite points raised, and if improvement is needed, hopefully deal with it. Like wise, I wouldn’t expect the Club to publish any kind of report generally where there has been a customer dispute. That’s where a visit and guidance would help, but only the CL owner and the reviewer need to be given the findings.
I hope all kinds of CLs can continue to flourish, even the very basic ones so long as they are safe. 🙂
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