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Checking Transient Guests In and Out in Campspot

Marc Farrugia
Updated
Team members check transient guests in or out when they arrive at or depart from the resort. Transient guests can be checked in or out from the Front Desk page, or from the Reservation screen for their visit. It is best practice to use the Front Desk page.
The resort should reach out in the morning to any guests that did not make the previous night's check in. Any guests that have not shown up 24 hours after their check-in time and are not current in their bill will be considered a no show reservation and forfeit their deposit.

For information on how to check-in long-term RV guests, see RV Long-Term Guest Check-Ins.

RV/Tent Sites:
Check-In Time: 2:00PM
Check-Out Time: 11:00AM

Vacation Rentals
Check-In Time: 3:00PM
Check-Out Time: 11:00AM

Early check-in should be free, if available, as early as noon. If a guest wishes to check-in before noon, an early check-in fee of $30 always applies. Guests should contact the resort office the morning of arrival for availability.
Guests may request a late check-out the morning of their departure. If another guest is not due to arrive, a late check-out time can be provided. Guests can remain until 1:00PM for free or pay an additional $30 fee to remain until 6:00PM. Guests should check with the resort office on the day of departure for availability. See Managing Transient Reservations in Campspot for steps on adding charges such as early check-ins and late check-outs.
Campers are responsible for their visitors. Guests and visitors must register at the Welcome Center and pay the guest fee, which is $10 per person, per day. Guests/visitors may stay overnight following their day access.

Two vehicles are included with each reservation. Additional vehicles are $10 per day and subject to availability of parking in designated areas. All vehicles must have a parking pass from the office upon check-in.

Any lost or unreturned gate card will result in a $25 replacement fee, only at applicable resorts.
If a guest has missed check-in and hasn't contacted the resort, call them an hour before closing. Ask about their estimated time of arrival (ETA). If the guest will no longer be coming, cancel their reservation. Follow Sun's policy for Cancelling Transient Reservations in Campspot but keep in mind customer service best practices. If they'll be arriving after hours, let them know about the resort's night check-in process. If they're unsure of their arrival time but still plan on coming, inform them of Sun's No-Show Policy.
Sun always waits at least 24 hours after the original expected check in time to mark a reservation as “no-show,” which will cancel the reservation without the possibility of a refund. Guests should only be marked a no-show after multiple attempts to contact them have failed AND their bill would no longer be current based on the amount of their deposit. Guests who have paid in full should only be marked as a no-show after their reservation has ended.
See examples below:

  • Joe’s deposit was equal to three nights of his weeklong stay. Joe didn’t show up on the first night and didn’t respond to phone calls from the resort. If he showed up on the third day and paid in full, his reservation would still be good. He could also have called on the third day and paid in full over the phone to preserve his reservation, which would allow him to arrive at any time during his reservation. However, on the morning of the fourth day, if Joe has not arrived or called to pay the reservation in full, his reservation would be canceled. If he arrived after this point, he would have to make a new booking based on current availability.

  • Sue paid for her weeklong reservation in full. When she failed to arrive on the first night, the resort made multiple attempts to reach out to her but couldn’t get through to her because her voicemail box was full. When Sue showed up on the last night of her reservation, her site was still waiting for her. If Sue had never showed up, she would have been marked as no show on the morning she was originally scheduled to check out.

If the above conditions have been met, add a Note to the reservation confirming the delayed check-in.
To confirm the delayed check-in:

1. Open the reservation.

2. Click Add Note.

3. Enter the time of contact, length of delay, payment status, team member name, and any other pertinent information. E.g., if the delay was due to an accident that should be acknowledged at check-in.

4. Click Add Note.

If the guest can't be reached within 24 hours of check-in and their bill would no longer be current based on the amount of their deposit, the guest will be considered a "no-show." No-show reservations forfeit their deposit in full. Before marking a guest as a no-show, check the Reservation Notes! A guest may have arranged a delay on their reservation.

To mark a reservation as a no-show:

1. Go to the Arrivals screen in the Front Desk.

2. Select the no show reservation / guest.

3. Click No Show.

Or:

1. Open the reservation.

2. Select the no show reservation.

3. Click No Show.

Full payment is due at the time of check-in. Additional charges may be added during the guest's stay that will be due during check-out. Additional charges may include things such as damages or extra vehicles/guests. Also note that Sun does not accept personal checks as a form of payment.

Team members can check transient guests in from the Front Desk page. All reservations due to check in are available on the Front Desk under the Arrivals tab. This includes both overdue reservations that have not been marked as a no show, and reservations set for check in on the current date. The highlighted number next to the Arrivals tab is the expected number of arrivals.

To check a transient guest in:

1. Click Front Desk.

2. Click Arrivals.

• Note: The Arrivals tab will open. If a reservation is overdue, an exclamation point will display next to their expected arrival date. If a reservation still has a balance due, the reservation will be highlighted red.

3. Check the box next to the arrived guest’s reservation.

4. Click the Check In icon.

5. Assign add-ons if necessary.

6. Click Confirm & Assign.

• Note: The checked in guest will be moved to the Who’s in the Park tab.

Team members can check transient guests in from the Reservation screen, however it is best practice for team members to check guests in using the Front Desk page.
To check a transient guest in:

1. Click the reservation on the Reservation Grid page.

• Note: The Reservation page will open. This page includes the sites and add-ons associated with the reservation, the reservation invoice, and access to the guest’s profile.

2. Check the box next to the arrived guest’s reservation.

• Note: If the reservation has add-ons, or multiple sites, each site/add-on will need to be selected individually for check-in.

3. Click the Check In icon.

• Note: If add-ons were selected for check in, these must be assigned by entering the assignment and clicking Confirm & Assign.

• Note: The Reservation Items will now display as Checked-In.

Team members can check transient guests out from the Front Desk page. All reservations that have reached their departure date are available on the Front Desk under the Departures tab. The highlighted number next to the Departures tab is the expected number of departures. Any remaining balance accumulated during the guest's stay must be collected before they can be checked out. A guest cannot be checked out without paying their full reservation balance.

To check a transient guest out:

1. Click Front Desk.

2. Click Departures.

• Note: If a reservation is overdue, an exclamation point will display next to their expected departure date. If a reservation still has a balance due, the reservation will be highlighted red.

https://sunsource.suninc.com//Interact/Pages/Content/Document.aspx?id=5949

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