Deliver 5-star hospitality: Going above and beyond to welcome your hirers

The little things that make hirers feel genuinely welcomed are what separate good owners from great ones.

The welcome pack

A small, thoughtful welcome pack costs very little but creates a lasting impression. Ideas include:

• Tea, coffee, and biscuits

• A bottle of local wine or craft beer

• Marshmallows and hot chocolate for campfire evenings

• Fresh fruit or a snack pack for the road

• A handwritten note welcoming them and wishing them a great trip

The guidebook

A printed or digital guidebook is one of the most appreciated extras you can provide. Include:

• Step-by-step instructions for operating the van's systems (with photos)

• Tips and tricks specific to your van (where to store things, how to get the best from the fridge, the trick to the awning)

• Your favourite camping spots and route recommendations

• Local attractions and must-visit places

• Emergency contacts, roadside assistance details, and your phone number

Personalised touches

If you know something about your hirer's trip — they're celebrating an anniversary, travelling with kids, or visiting a particular area — tailor your welcome accordingly. A note like "Happy anniversary, Dave and Karen! We've marked our favourite sunset spot near Byron on the map" makes the experience feel personal and special.

Flexible timing

Where possible, be flexible with pickup and drop-off times. Hirers appreciate being able to collect the van after work on a Friday evening or return it a little later on a Sunday. It's a small accommodation that earns big goodwill.

Check in (but don't hover)

A quick message a few days into a longer hire — "Hope you're having a great time! Let me know if you need anything" — shows you care without being intrusive.

Share local knowledge

If you know the area they're heading to, share your recommendations. Favourite camping spots, the best bakery in town, a hidden beach — this kind of insider knowledge makes hirers feel like they've got a local guide, not just a van.

Be available for questions

Hires often mean hirers are tackling new things — dumping waste tanks for the first time, finding water fill-ups, or troubleshooting a system they haven't used before. Being available and patient with questions goes a long way.

Consider a mid-hire check-in for very long hires

For hires over three weeks, some owners arrange a mid-hire check-in (if logistically feasible) to top up gas, check the van, and address any issues. This isn't expected, but it's a memorable touch.