Introduction
Every campground owner knows the scenario: it's 7 PM on a Friday, and a tired family pulls up hoping you have a site available. How you handle walk-in campers can mean the difference between a new loyal customer and a missed opportunity.
Walk-ins represent a unique segment of your business. Unlike guests who book weeks or months in advance, walk-in campers are often spontaneous travelers, road-trippers making flexible plans, or locals seeking a last-minute weekend escape. They're also an excellent opportunity to fill sites that might otherwise sit empty.
In this guide, we'll cover strategies for efficiently managing walk-in guests while maximizing their value to your campground.
The Walk-In Opportunity
Why Walk-Ins Matter
Walk-in campers often get overlooked in revenue planning, but they provide significant benefits:
- Fill last-minute vacancies from cancellations or no-shows
- Reduce empty site nights especially mid-week
- No acquisition cost unlike guests from paid advertising
- Conversion opportunity turn them into future advance bookers
- Immediate revenue no waiting for deposits to process
Common Walk-In Types
Understanding who walks in helps you serve them better:
| Type | Characteristics | What They Need | | ---------------- | ---------------------------------- | --------------------------- | | Road Trippers | Traveling through, flexible timing | Quick check-in, basic info | | Weekend Escapees | Last-minute decision, often local | Speed and convenience | | Overflow Guests | Turned away from full campgrounds | Availability confirmation | | RV Nomads | Long-term travelers, experienced | Minimal fuss, fair pricing | | First-Timers | New to camping, may have questions | Patient guidance, good site |
Setting Up for Walk-In Success
1. Create a Clear Walk-In Policy
Your walk-in policy should address:
- Acceptance hours (e.g., "Walk-ins accepted until 10 PM")
- Payment requirements (full payment at check-in)
- Site assignment process (assigned vs. first-come)
- Pricing (same as online? Premium for convenience?)
- Availability expectations (no guarantees during peak)
Display this policy on your website and at your entrance.
2. Design an Efficient Check-In Process
Walk-in guests want to get to their site quickly—especially after a long drive. Streamline the process:
Essential information to collect:
- Name and contact info
- Vehicle details (license plate, RV length)
- Party size
- Length of stay
- Payment
Nice-to-have but can skip:
- Full home address (get email instead)
- Detailed emergency contact (for short stays)
- Marketing surveys (save for checkout)
Aim for 5 minutes or less from arrival to site assignment.
3. Enable Self-Service Options
For campgrounds with limited staff or after-hours arrivals:
Self-check-in kiosk:
- Guest selects from available sites
- Enters information and pays
- Receives site map and access codes
After-hours envelopes:
- Pre-printed registration forms
- Site map with available sites marked
- Drop box for paperwork and payment
- Clear instructions posted
4. Real-Time Availability Visibility
Your front desk (or self-service system) needs instant access to:
- Which sites are available right now
- Site characteristics (hookups, size, location)
- Tonight's pricing
- Any maintenance blocks
Paper calendars and spreadsheets create friction. Digital systems let you answer "Do you have anything available?" in seconds.
Walk-In Pricing Strategies
Option 1: Same as Online (Recommended for Most)
Charge the same rate whether someone books online or walks in.
Pros:
- Simple and transparent
- No guest confusion or frustration
- Easy for staff to communicate
Cons:
- May undervalue the convenience you're providing
Option 2: Walk-In Premium
Add $5-10 for same-day/walk-in convenience.
Pros:
- Rewards advance bookers
- Captures value of last-minute availability
- Encourages future advance bookings
Cons:
- May frustrate walk-in guests
- Requires clear communication
Option 3: Dynamic Same-Day Pricing
Adjust walk-in rates based on occupancy:
- Low occupancy: Discount to fill sites
- High occupancy: Premium for remaining sites
Pros:
- Maximizes revenue based on demand
- Fills sites that would otherwise be empty
Cons:
- More complex to manage
- Requires good reservation software
Training Your Staff for Walk-Ins
The Right Greeting
First impressions matter, especially for tired travelers:
Good:
"Welcome! Are you looking for a site tonight? Let me check what we have available."
Not as good:
"Do you have a reservation?"
The first approach assumes good faith and helpfulness. The second implies they might not belong.
Upselling Naturally
Walk-ins are often open to suggestions:
"We have a few sites available. Site 24 is a standard back-in for $45, or Site 18 is waterfront with a great view for $60. Which sounds better for your trip?"
Present options rather than just assigning the cheapest available.
Handling "Sold Out" Situations
When you're full, be helpful anyway:
- Confirm you're truly full (check cancellations/no-shows)
- Suggest nearby campgrounds that might have availability
- Offer to take their info if a cancellation occurs
- Provide a card for next time
A helpful response when you can't accommodate them builds goodwill for future visits.
Converting Walk-Ins to Repeat Guests
Walk-in guests are hard-won—make sure they come back:
During Their Stay
- Check in on them: "How's your site working out?"
- Provide a campground map and activity suggestions
- Mention any upcoming events or promotions
At Checkout
- Ask about their experience
- Collect email for your newsletter
- Mention your loyalty program if you have one
- Offer to book their next visit at a preferred rate
Follow-Up
Send a thank-you email within 48 hours:
"Thanks for stopping by [Campground Name]! We loved hosting you. Book direct on our website for the best rates on your next adventure."
Include a booking link and perhaps a small discount code for advance reservations.
Handling Common Walk-In Challenges
Challenge: Peak Season Walk-Ins When You're Full
Solution: Keep 1-2 "hold-back" sites during peak season specifically for late arrivals. If unused by 8 PM, release them.
Challenge: Walk-Ins During Unstaffed Hours
Solution: Implement a self-check-in kiosk or clear after-hours registration process with site map and drop box.
Challenge: Walk-Ins from Problematic Guests
Solution: Trust your instincts. You have the right to refuse service. Have a polite but firm script ready.
Challenge: Walk-Ins During a Full Office
Solution: Train check-in staff to handle walk-ins efficiently in parallel with phone and checkout traffic. Digital systems help here.
Walk-In Management Checklist
Policy Setup:
- [ ] Create and post walk-in policy
- [ ] Define acceptance hours
- [ ] Set walk-in pricing strategy
- [ ] Train staff on walk-in procedures
Systems:
- [ ] Enable real-time availability for front desk
- [ ] Streamline registration forms
- [ ] Set up self-service options if needed
- [ ] Create after-hours check-in process
Guest Experience:
- [ ] Prepare site recommendations for different needs
- [ ] Create quick-reference campground maps
- [ ] Design follow-up email template
- [ ] Stock walk-in essentials (firewood, ice, basic supplies)
Key Takeaways
- Walk-ins are valuable — they fill vacancies and bring immediate revenue
- Speed matters — get guests to their site in 5 minutes or less
- Real-time availability is essential for efficient walk-in management
- Self-service options handle after-hours arrivals professionally
- Convert walk-ins to bookers — capture emails and follow up for repeat visits
Conclusion
Walk-in campers may arrive unexpectedly, but that doesn't mean the experience has to be chaotic. With clear policies, efficient systems, and trained staff, you can turn same-day arrivals into a reliable revenue stream and a source of new loyal guests.
The key is being prepared: know your availability instantly, make check-in fast and friendly, and always leave walk-in guests with a reason to come back—with an advance reservation next time.
[LINK: technology/06-self-service-kiosk] Learn how self-service kiosks can streamline both walk-in and reserved guest check-ins.
Keepr's check-in features include real-time availability, quick registration, and self-service kiosk options—making walk-in management effortless. See it in action at campreserv.com