Host FAQ's

Renting out your van for the first time can indeed feel daunting. However, rest assured that you’re about to join a well-established club with thousands of owners who are happily making their beloved campers work for them.

Below, you’ll find answers to some of our most frequently asked questions from hosts like yourself, to help you navigate the process smoothly and confidently.

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. 

Listing my Vehicle

To ensure the safety of our customers and hosts, we ask that each vehicle adheres to the following requirements:

  1. The vehicle must have tax, MOT and insurance in place before it is to be rented out. You will need a specific insurance self-drive-hire policy; alternatively, you can choose to utilise our High5 Daily Insurance integrated system. Please see ‘Insurance’ tab for further details.  
  2. UK law requires a gas safety certificate in order to hire out your vehicle. You can use the following link to access the UK database of gas certified engineers. 
  3. You must ensure your vehicle is in good shape. The best way to do this is have an annual habitation check through an approved workshop. The following link will take you to a list of independently assessed UK workshops. 

When it comes to insuring your motorhome, you have two options:

  1. Annual Self-Drive Policy: You can opt for an annual self-drive policy, allowing Renters to be insured through your policy at no extra cost to them. Alun Boswell offer a comprehensive self-drive-hire policy to cover your needs.

  2. High5 Daily Cover: Alternatively, you can choose our High5 Daily Cover, underwritten by Riverside Underwriting. This option requires your vehicle to meet specific criteria: it must weigh within 3500kg, be within a £65,000 price range, and not be older than 20 years. The cost for this cover ranges depending on the value of your vehicle, and the Renter will receive a quote based on their driving history. It is recommended you decrease your nightly rate by approximately £20 to account for the additional cost to the Renter.

Please note that as a Host, you’re required to provide suitable breakdown assistance cover when using an external insurance solution. For High5 Daily Cover users, this is covered as standard.

To get started with listing your vehicle, follow these simple steps:

  1. Complete your profile details and submit your ID for verification. This helps us ensure a safe and trustworthy community.

  2. Once your profile is verified, click on ‘Add Listing’ from your drop-down menu.

  3. Fill out all the necessary fields, including selecting the correct insurance policy you intend to use. If you have your own self-drive-hire policy, you can add any prerequisite information you’ll need under the ‘Rules’ section of the listing process.

  4. After completing your listing, click submit and wait for your text and email notification confirming that your listing has been accepted.

  5. Your vehicle will now be live on the platform for renters to view and request to book.

It’s that simple! We’re here to support you every step of the way.

You must ensure that all information regarding your motorhome listed on High5 Camping is consistently accurate and up to date. This encompasses various aspects such as:

  1. Location
  2. Insurance details (any prerequisite driver requirements to suit your policy)
  3. Registration plate
  4. Photos showcasing your motorhome’s appearance and amenities
  5. Booking conditions
  6. Pricing
  7. Any specific rules you want to attach to your booking

Should there be any significant changes between rentals, it’s imperative to promptly update the listing and inform our team. It’s important to note that any issues arising from inaccurate information provided by you may result in liability to compensate your renter.

Please note that your listing will need to be authorised before this feature becomes active. Once you have submitted your listing and it’s approved, you can then access your listing to set custom dates and prices as you see fit.

Absolutely! You have the flexibility to include additional services such as bike racks, breakfast packs, surfboards, and more during the listing process.

Simply add custom prices to each extra service, and they will appear at the checkout as optional add-ons for the renter to consider.

Yes – once your listing has been approved, you will be able to go into your listing and block off any dates that your vehicle will not be available for rental. 

Your nightly rate will depend on several factors:

  • Season
  • Vehicle age
  • Vehicle model
  •  If you are providing your own insurance, or using High5 Daily Insurance. You are suggested to lower your daily price by around £20 if you choose High5 Daily Insurance. This offsets the cost for the Renter and will result in more bookings.
Further guidance can be found in our Daily Pricing Guide: 
 
 

 

 

At High5 Camping, we believe in making your experience as a host seamless and rewarding. That’s why we offer free listing and advertising services to showcase your camper to our community of adventure seekers.

Our operational costs are supplemented through:

  • A small booking fee of 10% (or £30, whichever is more) is added to each booking and billed to the Renter.
  • Additionally, we deduct a service charge of 10% (or £30, whichever is more) before transferring funds to you as the host.

This approach ensures that we can maintain our platform and provide ongoing support to hosts like you. By spreading the cost across bookings, we strive to create an affordable experience for both hosts and renters, leading to increased bookings throughout the year.

To boost your visibility, we highly recommend sharing your listing on social media. This strategy has proven to increase bookings by up to 30%.

Here’s how:

  1. Copy the hyperlink from your listing website page.
  2. Create an advert on your social media account.
  3. Paste the hyperlink into the bottom of your post.
  4. Your post will now automatically generate a vehicle listing page, promoting your vehicle through your social media account. Potential renters can click on your post and be directed straight to your vehicle listing to check availability.

Managing Booking

You’ll receive notifications via both email and SMS each time you get a booking request. 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, the renter will receive an email and SMS confirming the booking along with a payment link.
  4. The renter clicks 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!

You will be able to access all active and pending bookings via your Host 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. 

The Host is responsible for filling in the Vehicle Rental Contract. 

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.

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.
  • 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.

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. All claims are dealt with in a timely manner and will look to be completed in no later than 7 days if possible. 

Of course, it’s important to address any issues that arise during a booking. As a Host, your priority is to ensure that your 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, 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.

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. 

As a Host on High5 Camping, you have the flexibility to set cancellation policies for your vehicle rental. During the advertisement creation process, you can select 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:

  • When a Renter cancels a confirmed booking, the cancellation policy you’ve chosen will apply, and they will be responsible for any associated cancellation fees. The funds from these fees will be sent to you as the Host.
  • 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 you need 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 your 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

Before the Renter embarks on their journey with the motorhome, it’s crucial to conduct a comprehensive inspection together using our Vehicle Rental Contract. This involves checking for any existing damage both inside and outside the vehicle, as well as ensuring that all promised appliances and amenities are present and functioning correctly.

Moreover, as the Host, it’s recommended to provide pertinent information and instructions to the Renter before their departure. This may include specific details about the motorhome, disclosure of any known issues or missing items, and addressing any technical queries. If you’ve created a guest manual for your vehicle, you can review the key points with the Renter.

Additionally, ensure the Renter receives essential documents and information, such as emergency contact numbers (including insurance), as well as your own contact details. As the Host, you serve as the primary point of contact for the Renter in case of any issues, such as breakdowns. Crafting a guest manual tailored to your motorhome can also enhance their experience. Lastly, directing the Renter to our blogs, which offer useful tips for both parties, can further enrich their overall journey.

All Renters are ID checked by our expert onboarding team as part of registration. However, your insurance company may require you 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 you contact 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 your insurance limitations for rental (High5 Daily Cover – this is no more than 3 points). Please use the following link DVLA Quick Driver Check and request the necessary details from the Named Driver. There are two methods of doing this which you will be presented with on the DVLA site – this takes no longer than 2 minutes to complete and will give you peace of mind that the Named Driver meets your insurance requirements. 
  3. If the Named Driver exceeds the allowed number of points or does not meet your insurance prerequisite driver requirements then you are able to refuse the booking and be compensated as per your cancellation policy. 

In the event of receiving a parking or speeding fine after the booking period, you can use the Vehicle Rental Form as evidence that the vehicle was rented out to another party during the time of the incident. This documentation is crucial for transferring any associated costs to the responsible party and resolving disputes effectively. Ensuring the accuracy and completeness of the Vehicle Rental Form is paramount in these situations.

More Questions?

Take the Next Step!

List Your Vehicle

Still Interested? Click Become A Host and complete our 3 simple listings process to start earning a second income from your beloved campervan or motorhome.

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