Renter FAQ's

At High5, our goal is to make your holiday a stress-free and enjoyable experience.

Below, you’ll find answers to our most frequently asked questions to ensure your journey with us is seamless and memorable. If you can’t find the answer you need, don’t hesitate to head over to our Contact Us page for further assistance.

Creating an Account

We have designed our Host and Renter portal to be intuitive and simplistic, whilst providing all the security and assurance you would expect.

  1. Click the register icon at the top-right of the page and create a username and complete you email and password.
  2. Next, choose to either setup a Host or Renter Profile account. The functionality differs between the two. 
  3. The next step would be to verify your email address. This can be done by clicking the link in the conformation email – ensure you check your spam emails if it’s not in your inbox.
  4. You are now registered and can list/rent your first vehicle!

Once you login you will have to fill out your profile details and get verified before either listing or renting through High5 Camping:

  1. Your Name: This will enable customers to engage with you. You will also be required to upload a profile photo to help connect with potential travellers.
  2. Contact & Address Details: These details will only be shared with customers once they have a confirmed booking and have made payment. It also enables us to make contact with you to provide support if needed.
  3. Bank Details (Host Only):These are required so we can transfer the funds post booking. These details are not shared with anyone and only used to facilitate secure and fast transaction of funds.

High5 Camping will never share your data with third parties and comply with GDPR requirements. 

To ensure we protect our Hosts and Renters, every registration will go through an ID verification process. This can be done with either Passport or Drivers License. These details are not shared with anyone and are used for ID verification process only.

Account verification is completed via a link sent through email. Please check your spam folder if it does not appear in your inbox. 

Click the email verification link and proceed to complete your profile details in. 

Renters do not need to input any payment details as part of registration, they just pick their preferred payment method at the checkout and proceed to payment – High5 does not store Renter bank details. 

Host’s can update or change their bank details through the profile tab within the Host portal. All profile updates are referred to High5 Admin team for verification before going live – this may take a few minutes and you will be informed via email once complete. 

Booking Requests

Once you have found your dream camper, you will be given the opportunity to request to book at the checkout. Once requested, the following process will initiate:

Host Actions:

  1. Interact: Your Host might reply to your message or ask questions before confirming your booking inquiry.

  2. Confirmation: The Host confirms your booking request, signaling their acceptance. You will receive an sms and email confirming the acceptance and be provided with a payment link to complete your booking.

  3. Decline: If the Host cannot accommodate your request for various reasons, they may decline it.

  4. Cancellation: If the Host doesn’t respond within 48 hours, your booking inquiry is automatically canceled.

Key Points:

  • Your inquiry is non-binding until payment is made.
  • Upon acceptance, you’ll receive a payment request.
  • Secure payments are processed through our trusted payment provider.
  • You’re not committed until the initial payment is completed.
  • The Host receives the rental payment once your trip commences.

How does the Host receive your inquiry?

The Host is notified via email, SMS, or push notification for each received booking inquiry. We prioritise swift communication and encourage Hosts to respond promptly. If you don’t hear back, feel free to submit another inquiry to the same or a different Host.

You’ll receive notifications via both email and SMS each time you get a booking request update. Here’s how the booking process works:

  1. Host receives an email and SMS for the booking request.
  2. Host can either accept or decline the request through the provided link.
  3. If accepted, you will receive an email and SMS confirming the booking along with a payment link.
  4. Next you click the live link to proceed to checkout and complete the booking.
  5. The host is then notified that the booking is completed.

It’s as simple as that! Please remember you will be required to pay a refundable security deposit as part of each booking – this is held and managed by High5 Camping. 

You will be able to access all active and pending bookings via your Renter Portal under ‘Bookings’. 

Within each booking you will see a pre-developed Vehicle Rental Contract with all the key details pertaining to that rental filled in. There is also a blank form within the booking if you wish to annotate changes to the rental. The Vehicle Rental Contract MUST be filled in at both collection and return of the vehicle. This is the Host’s responsibility.

Completing the Vehicle Rental Contract on High5 Camping:

At Handover:

  • Document the motorhome’s condition during collection and annotate any damage prior to the rental, along with fuel state.
  • Complete the Vehicle Rental Contract at the beginning and ensure both Host and Renter sign – encourage the Renter to take a photograph also.

Key Points:

  • Document any existing damages and note new damages during the trip.
  • Record changes in return times and specific rules on the form.
  • Both the Advertiser and the Traveller must sign the Vehicle Rental Contract.

What’s Included:

  • Personal details of both the Host and the Renter.
  • Space to indicate pre-existing damage to the motorhome before departure.
  • Record any additional agreements made during the handover.

Upon Return:

  • Review the Vehicle Rental Contract with the Renter.
  • Note any damages that occurred during the trip and ensure all rules were followed.

Importance:

  • The contract serves as a record of any damage or important information.
  • Provides proof of vehicle damage with accompanying photographs.
  • Signatures confirm acceptance of stated information by both parties.
  • If there are discrepancies upon returning the vehicle, they must be annotated on the contract and still  signed by both Host and Renter. Failure to sign the Vehicle Rental Contract may lead to a favourable outcome to the opposing party.

Potential Issues:

  • Failure to complete the Vehicle Rental Contract may lead to future disputes.
  • Important for recovering additional costs, as High5 Camping relies on the information provided in the form to mediate all claims.

Ensuring the completeness of the Vehicle Rental Contract is crucial for a smooth rental experience and to avoid any difficulties in recovering additional costs from the Renter.

High5 Camping will hold all Security Deposits and act as the mediator with all claims. 

If the Host would like to make a claim agains the Security Deposit they must complete the following procedure:

  1. Ensure the Vehicle Rental Contract is filled out in full upon both collection and return of the vehicle. Failure to do so will result in a breech of the Rental T&Cs and will result in difficulties completing a claim.
  2. Ensure any damages are annotated on the Vehicle Rental Contract upon the vehicle’s return.
  3. Ensure the Vehicle Rental Contract is fully signed and dated. If there are discrepancies, annotate them and each individual will need to sign next to the discrepancies to acknowledge – this will help mediation. 
  4. Send the completed Vehicle Rental Contract to service@high5camping.co.uk annotating the damage incurred no later than 24hrs after completion of the rental. 
  5. High5 Camping will then assess the claim and advise on next steps. If agreement is in place, quotes for repair will be requested and presented to the Renter before approving payment.
  6. All claims are dealt with in a timely manner and will look to be completed in no later than 7 days if possible. 

All essential booking details, as well as the option to reach out to the Host, are conveniently located in your Booking section within the Renter Portal.

If your Host has opted for High5 Daily Cover for insurance, your insurance and breakdown documentation will also be accessible in your Booking section. Be sure to verify all details for accuracy before your camper pickup.

If you’re planning an international motorhome trip, here are some essential tips to consider:

  1. Review the motorhome’s description on the High5 Camping website to check if it’s approved for travel in your desired countries. Confirm with the advertiser that insurance coverage extends to international trips.

  2. Ensure you have all necessary vehicle documents, including the green insurance card. Research any additional requirements such as vignettes or tolls for the countries you’ll be visiting.

  3. Familiarise yourself with the traffic rules and regulations of the countries on your itinerary to avoid any surprises.

  4. If traveling from the UK to Europe, prepare specific documents like the VE103 form. 

  5. Document all agreements and ensure both parties sign the Vehicle Rental Contract to avoid misunderstandings.

  6. For any questions or special requests, communicate directly with the advertiser via the chat feature on the booking page.

Traveling internationally in a motorhome can be an incredible experience with proper planning and preparation. Safe travels!

All campers come fully insured, ensuring peace of mind for your adventures on the road:

  • When browsing listings, you’ll notice that some vehicles offer High5 Daily Cover while others rely on the Host’s own insurance.
  • With High5 Daily Cover, the insurance and breakdown documentation are conveniently included in your booking area. However, renters should note that the cost of High5 Daily Cover will be factored into the nightly rate. This means that rentals with High5 Daily Insurance should appear cheaper upfront, as the renter will need to purchase the insurance at checkout. It’s important to remember that for High5 Daily Insurance vehicles, this insurance purchase is mandatory for all bookings
  • If the Advertiser offers insurance with the booking, you’ll only need to provide your driving licence and proof of address (Requirements may vary depending on the insurer). If separate insurance is required, you can obtain it through Dayinsure.com.
  • The insurance section also specifies if the vehicle includes breakdown cover, a replacement vehicle, and the required deposit amount. All High5 Daily Cover policies come with breakdown cover as standard.

High5 Camping prioritises clear communication of insurance details to ensure a seamless booking experience.

 

If you need to update the driver’s details, start by informing the Host about the change for insurance purposes. Once they’re aware, reach out to the High5 Camping Support (service@high5camping.co.uk) Team with the following information:

  1. new driver’s full name
  2. date of birth
  3. full address

Once we have this information, we’ll update the booking to include the new driver.

However, if the booking has “High5 Daily Insurance,” you will need to contact Riverside Underwriting  and simply provide the following details:

  • full name
  • date of birth
  • country of license
  • driving test pass date
  • number of points

They will then update the policy with the new named driver for the duration of the rental.

The number and timing of payment instalments depend on how far in advance your trip is booked. Here’s an overview of the payment scenarios:

If your trip starts within 2 weeks from the accepted booking date:

  • A single payment of 100% is required.

If your trip starts between 2 weeks and 3 months from the accepted booking date:

  • 50% payment upfront.
  • 50% payment 2 weeks before vehicle pick-up.

If your trip starts between 3-6 months from the accepted booking date:

  • 25% payment upfront.
  • 25% payment 3 months before vehicle pick-up.
  • 50% payment 2 weeks before vehicle pick-up.

If your trip starts more than 26 weeks from the accepted booking date:

  • 10% payment upfront.
  • 15% payment 6 months before vehicle pick-up.
  • 25% payment 3 months before vehicle pick-up.
  • 50% payment 2 weeks before vehicle pick-up.

Please note:

  • All payment due dates and amounts will be clearly displayed on the booking page for your reference.
  • Payments will be offered at the checkout after the booking request has been accepted and the payment link sent.
  • Renters will receive SMS and email notifications for subsequent payments, which must be made within 72 hours, or the booking may be cancelled.

Managing my Booking

All Renters are ID checked by our expert onboarding team as part of registration. However, the Host’s insurance company may require them to conduct some assurance checks on the named driver before handing over the keys. This also applies to Hosts who use High5 Daily Insurance.

It is recommended the host contacts the Renter prior to the departure date and conduct the following checks to ensure compliance with insurance prerequisites:

  1. Request full name and address of the Named Driver on the booking to ensure they match (High5 Daily Cover – you can cross reference this with the insurance policy located in the booking section on your Portal).
  2. Conduct a DVLA ”’quick check’ to ensure the Named Driver does not have points exceeding Host’s insurance limitations for rental (High5 Daily Cover – this is no more than 3 points). Please use the following link DVLA Quick Driver Check and either present the Host with the needed information or complete the check yourself and send the Host the reference code for them to check. 
  3. If the Named Driver exceeds the allowed number of points or does not meet the insurance prerequisite driver requirements stipulated within the listing, then you may be refused the booking and have you booking cancelled. If you chose to book against the insurance requirements stated within the listing, you may be liable for cancelation fees in accordance with the Host’s chosen cancelation policy. 

During the listing process, the Host will set cancellation policies for their vehicle. They will choose from two options: moderate, or flexible cancellation policies. These policies outline the payment details for cancellations and can be found in the terms and conditions provided along with the vehicle listing:

  • When a Renter cancels a confirmed booking, the cancellation policy chosen will apply, and you will be responsible for any associated cancellation fees. The funds from these fees will be sent to the Host and remainder (if applicable) refunded back to the Renter.
  • In cases of Force Majeure, which refer to unavoidable circumstances, cancellation fees may not apply if you, as the Host, are unable to fulfill your obligations in the rental agreement. Examples of Force Majeure include vehicle defects that couldn’t have been prevented or personal emergencies. Cancellations due to Force Majeure will not incur cancellation fees.
  • If the host needs to cancel a confirmed booking, the application of cancellation fees will depend on the reason for cancellation. If it falls under Force Majeure, no cancellation fees will apply. However, if the cancellation is avoidable, such as due to a double booking, cancellation fees will be enforced. High5 Camping will make efforts to find a replacement vehicle at a similar price, but any excess costs exceeding the original booking may be the Host’s responsibility, up to a maximum of £500.
  • It’s important to note that the cancellation policy agreed upon by the Renter, as stated in the advertisement, will be enforced in the event of a cancellation. These terms and conditions cannot be changed once a cancellation occurs.

If you encounter a problem with the vehicle shortly before the next booking, it is important to notify both High5 Camping and the Renter immediately. This allows the Renter to be informed of potential changes to their holiday plans, and High5 Camping can work on finding a backup replacement vehicle. Timely communication is key to avoid complete booking loss, and High5 Camping will make every effort to find an alternative vehicle for the booking if given sufficient time.

service@high5camping.co.uk

If the Host or Renter wishes to make changes to the booking they may do so using the messaging service through both Host and Renter Portals. If changes are agreed by both parties then there is no need for further action. 

If the Renter or Host wants to make changes to a booking and the other party does not agree, then you must progress to the agreed cancellation policy stipulated in the listing at the time of booking. 

If the Host chooses to cancel the booking, then the Renter will be refunded in full and the Host may be liable to cancellation fees. 

Of course, it’s important to address any issues that arise during a booking. It is the Host’s priority to ensure that Renters have a seamless and enjoyable experience with your motorhome.

Should you encounter a situation where you’re unable to resolve a problem or concern with a Renter/Host don’t hesitate to reach out to High5 Camping support: service@high5camping.co.uk. Our dedicated Support Team is ready to assist you and will do their utmost to help and mediate to find a suitable solution.

When contacting High5 Camping support, it’s helpful to provide detailed information about the issue at hand. This may include a clear description of the problem, any relevant communication or documentation related to the booking, and any previous steps you’ve taken to address the issue independently. The more information you provide, the better equipped our Support Team will be to assist you effectively.

More Questions?

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