Gr8LakesCamper: Online Campground Reservations
A while back I posted a press release from the Illinois Department of Natural Resources shifting all of its campground reservations to the Internet. Several people commented on this post, basically taking exception to the state parks contracting with third party vendors and passing the costs onto us.
I promised a follow-up, and here it is.
(Note: You can read my Illinois DNR post and the comments by clicking here.)
In a nutshell: State park systems are losing money and staff; contracting campground reservation systems with third-party vendors are paid for by campground users; the two primary vendors are both owned by the same parent company.
That’s the overview; the details are best explained by how one state — Ohio — went about it.
The Ohio State Park system is the third most visited park system in the nation, with over 50 million “visitor occasions” annually. Visitor occasions are essentially anytime anyone uses a state park. For Ohio, this includes day users and overnight stays at nearly 10,000 campsites in 57 campgrounds; 1,025 miles of shoreline, 80 public beaches and 188 boat ramps; 36 nature/visitor centers; 183 playgrounds and 6 golf courses; 394 individual trails totaling 1,167 miles; 518 cottages and 9 resort lodges. In 2009, people camped at an Ohio State Park a total of 582,000 nights.
John Hunter, Acting Chief of ODNR’s Parks & Recreation Division, said Ohio began exploring using a reservation program in 2003. Prior to that, cottage reservations were done with pen and paper at each facility, and there simply was no reservation system in place for campgrounds. It was all first-come, first-served as people showed up at the parks.
When they first started exploring reservation systems, Hunter said they quickly discovered they needed one specific to camping. Reservation systems for other industries, such as hotels and airlines, didn’t translate to the unique needs of camping, he said. With that in mind, they discovered they had two options when it came to a camping-specific reservation system: One, they purchase a company’s pre-packaged system and manage it in-house; Two, they contract with a third-party vendor that would manage its own system, but customized to Ohio’s specifications.
The negative to option one was that purchasing and managing a system was estimated at about $9 million — which due to enormous budget cuts over the years Ohio’s Parks & Rec Division didn’t have. Also, Parks & Rec staff, which already had seen its numbers reduced by 45 percent in the last dozen years or so, made it clear they were neither willing nor able to take on the additional responsibilities of managing such a system.
So, Ohio decided to contract with a third-party vendor. At that time in 2003, two such vendors existed: InfoSpherix Inc. and its software product, Reserve World; and a company known as IAC with its software product, ReserveAmerica.
Quick aside: This is a bit complicated, but in 2009 The Active Network company purchased ReserveAmerica from IAC, and InfoSpherix is a wholly-owned subsidiary of The Active Network. As Hunter said, Reserve World and ReserveAmerica may be two different software products, but they are managed by the same people.
According to company information, 12 states use Reserve World: Delaware, Georgia, Indiana, Maine, Maryland, Michigan, Minnesota, Missouri, New Mexico, Ohio, Pennsylvania and South Dakota.
According to company information, 23 states use ReserveAmerica: California, Colorado, Connecticut, Delaware, Florida, Idaho, Illinois, Kentucky, Louisiana, Maryland, Massachusetts, Mississippi, Nebraska, New Hampshire, New Mexico, New York, Oregon, Rhode Island, South Carolina, Texas, Utah, Virginia and Wisconsin. In addition, the U.S. National Parks and Forests also use ReserveAmerica.
Both products are also used by private campgrounds (i.e. KOA uses ReserveAmerica).
Also, for the sake of understanding, I will simply refer to each entity as Reserve World and ReserveAmerica.
Back to Ohio.
In 2003, after Ohio determined it would go with a third-party vendor for its new reservation system, Reserve World and ReserveAmerica both submitted proposals. Hunter said Reserve World put together a better package more suited to what Ohio was requesting. Specifically, Ohio was wanting a point-of-sale component that would allow all sales transactions — campsite/cottage rentals, greens fees, boat rentals and docking fees, etc.— to be made under the same centralized electronic system.
The main components of Reserve World’s system for Ohio included:
• Central Reservation System accessible via a Call Center, the Internet and On-Site at each Park Facility
• Point-of-Sale Transactions
• Real Time Activity (the campsite is reserved as soon as the transaction takes place)
• Data Management
• All Hardware (Computers) and Training
The system was great, but as Hunter quickly admitted, paying for it was a whole other matter.
“What we had to figure out was how would we get this program in place, but pass the cost onto the customer,” Hunter said, adding that they realized this fee would not be popular. However, he said the key to “selling this” to the general public was that the financial burden of the new system was not being placed upon them, but with users. Even then, he added, users also were given the option of not having to pay the fee.
“We gave them an option that if you don’t want to pay a fee, then you don’t have to make a reservation,” Hunter said. “But if you want that privilege of reserving the exact site you want on the exact dates you want it, then you have to pay the reservation fee. That settled the public to a great degree and sort of calmed the issue.”
A four-year contract was negotiated in which Reserve World was paid via a reservation fee, which is now $8.25. In addition to the reservation fee, Hunter said Reserve World receives a “much smaller amount” from each campsite/cottage overnight fee. The reason for this additional money is somewhat complicated, but it boils down to this: Reserve World needed to be paid for providing the point-of-sale component. At first glance it would seem logical that a nominal fee would be added to each transaction. The problem was at that time Hunter said no one knew how many point-of-sale transactions took place, but the number of camping/cottage overnight stays was more exact so the cost was factored into that figure.
After a year of development and training, the system went live in December of 2004. The same Reserve World system has been in use ever since. Reserve World won the contract a second time when it was up for bid recently, and an Ohio Campers Rewards component — basically a frequency discount program — was added to the system.
Externally, the overwhelming benefit to the public is the convenience of being able to reserve a specific campsite or cottage at a specific park for a specific date.
Internally, Hunter said the benefits are: there is no cost to the Ohio state parks system; the cost is not a burden on taxpayers who do not use the facilities; revenue transactions are centralized, electronic and immediate; data is collected and managed for marketing and other purposes; the system provides the ability to disperse information to a wide audience (such as a water advisory or Emerald Ash Borer information to campers coming from infected areas).
In Ohio and other states, Reserve World and ReserveAmerica make their money via the reservation fee. This fee varies slightly from state to state. Although some — Indiana and Pennsylvania among them — do not charge a reservation fee, Hunter said “I guarantee you those states bury the cost in their camping fee.”
Bottom line: As always, it comes down to money. To offer a reservation service, but faced with declining budgets and staff, many state park systems contract with third-party vendors and pass the costs along to users.
My opinion is this: Online reservations are a convenience I would not want to do without, and the campsite descriptions are very valuable. Yes, I think we pay too many taxes and government waste is rampant and criminal, but I choose to accept the reservation fee as part of camping.
Gr8LakesCamper celebrates the world of RV Camping in the Midwest. Gather around the campfire and share tips, ideas and stories on RVing, camping and travel destinations. Follow Gr8LakesCamper on Twitter, Facebook and the personal blog.
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I just used this system about a month ago to reserve a spot at Maumee Bay State Park in Ohio. I was very satisfied with the system. Each site has a fairly detailed description of the site, whether it is shaded, level, etc. The system was very easy to use, and it guaranteed me not only a site, but the site I wanted. Most campgrounds put us wherever they want, unless you already know the campground and request a site. It was worth the fee.
It only seems fair that the user pays the fee, but for a single night stay that costs $15 to $20 dollars this raises the cost considerably. A simple call to the camp ground host would incurr hardly any cost at all. Many camp grounds I visit have less than 100 sites with camp ground hosts that would be glad to break the monotny with a phone call. Another method would be driect internet reservation at a substantial lesser cost.
I don’t understand why a third party is needed. And charging such a “fee”?
Like the previous poster stated, a competent computer person could devise an interactive program. When I buy ANYTHING on-line I don’t pay a $8 fee plus a reservation fee! Why is the State park system different (oh yea, it’s the government!)? The states just love it when a vendor / contractor rushes in with the answer at no charge to them but to tax the citizens for our OWN PARKS. When I camp it is only for 2-3 nights and I’m not going to get dinged 20% for that pleasure. Guess it’s why I haven’t stayed at a state park in Wisconsin since they started using Reserve America 10 years ago. I voted with my feet–I only stay at county, national parks and private camp grounds where I can drive up or make a phone call for my stay. Can you imagine a private camp ground charing a fee like this??
I have used reserve america here in calif and it hurts to pay someone on the other end of a phone that isnt even near or dont know anything about camping in the park that i used I like to go on the off season and guess what they extened the reserve period another 3 months where i like to camp at this state park and now you have to make reservations in the off season!! Also the state uped the camping fees So bite the bullet or dont go camping!!! I hate it …..
I just made a reservation in a Kentucky state park. Their service (online) shows a picture of the site. I was able to see trees etc and make my choice. I really liked that. Wish Ohio would do that.
I have used the reserve america system several times and do NOT like paying a fee but if you want a specific site and/or a specific date it is worth it. And I firmly believe that parks really should be self-supporting and operated on user fees. However, it does have flaws. Not all the site data is accurate and this may be the fault of the info they are provided by the states. It would be nice to be able to just call the individual park and make a reservation though, WITHOUT a fee, especially since those employees are already on our payroll.
Being retired and traveling, I never know where i’m going to end up at the end of the day. So I never make reservations. I get out trailer life directory and make a few phone calls. Sometimes I get where I want, sometimes no. I will not pay for a reservation. My daughter will though because they need to know that there will be a place for them when they get there. The places they go are very popular and they only have weekends so the $10 is not really an option.Years ago you could call the park and make a free reservation.
I JUST MADE MY TENTH ONLINE RESERVATION IN A KY STATE PARK USING RESERVEAMERICA. A VERY GOOD SYSTEM. GOOD SITE MAPS(PDF) AND GOOD SITE DESCRIPTIONS. NO PROBLEMS, WE JUST SHOW UP.
I think this is one of the fairest and well thought out pieces I have read in a long time. When I clicked on it, I had in mind “Oh – Just another example of Government taking more of my money.” However, when done, I think this is a good service at a somewhat reasonable price. The $8.50 would seem high, but if you want THAT Site, what a worthwhile expendature! Thanks!
To all the whiners complaining about a fee: You’re going to pay the cost one way or the other – in a direct, honest fee or in taxes to pay the park system to manage it. I use the Ohio system and I’m quite impressed with its efficiency and ease of use.
It is unfortunate that user fees for state parks in Ohio never gained any traction. Those that use them should pay for them. I do not like taxes any better than any one else but user fees hardly fit that category. The arguement that the State parks belong to the residents of the state is true but the roads do also and we have to pay to maintain them or the whole system would grind to a halt.
Do the math.
10,000 campsite x 150 days per year ( an arbitrary number ) x 25% occupancy x $8.50 = $3,187,500.00! Even if you calculate in each reservation being for 3 days, It still comes to over a Million Dollars per year. Multiply that time 45 states, then add in the Federal Parks Systems, Thats a lot of money. I think I’ll check and see if they are listed on stock exchage.
Great comments and good debate! As I said, I choose to accept this fee as part of camping, and being able to preview the site description reduces the anxiety of what you might find when you get to the campground. One word of caution: don’t put complete trust into campsite descriptions with photos. Yes, they help, but they can be misleading. We stayed at a county park outside of Cincinnati earlier this summer and relied on not only the photo of the campsite, but also the word of the park staffer who said it was a nice and level site. We could not get the camper level no matter how hard we tried.
“the two primary vendors are both owned by the same parent company.”
Now does that make you wonder why they kept cutting revenue to the Parks and Recreation? Wonder if we could have a look in 5 years and see who made the decisions and what they benefited in return? Yeah the cost would have been substantial to upgrade the computers etc., but how long will it take to GIVE that much to Reserve Am etc? Calculate the cost of the Privatization to the users and it’s, as usual not a lovely picture. I’ve experienced the changeover to Reserve America and while the initial surge is nice, the swell flattens quickly and upgrades get further and further apart.
Pay the dough to our own employees and let them do the job properly. It’s their careers we are ruining. The whole PRIVATIZATION Thing a crock authored and supported by the rich so they can steal more of our money.
Let’s hold our elected officials accountable be they Elephants or Jack Asses!!!
Yet another way to take our money.
I booked a stay at a Wisconsin campground last year with the following result. Campground site fee: $22.00. There is an entrance fee of $10.00 per day each day! or buy the yearly out of state sticker for $35.00. Add to that the cost of the “service” to book the site of $10.00.
Total of $42.00 for a site that only had 30amp electric and nothing else!
We will never camp in Wisconsin ever again.
Contrast that with the the City of Houghton, MI, loverly park park right on the river. $25.00 full hook-ups including TV and wi-fi. Just mail them a check.
I would rather not pay a fee either, especially a $10 fee, which seems steep; HOWEVER, I also like the security of having a sure place to camp and picking out my campsite via online photos (many Wisconsin state parks now have photos to go along with the descriptions). We have always preferred state parks over the privately owned campgrounds, which seem to cost more anyway and are often too commercialized and touristy-looking for our taste. So, as long as the fees don’t go up any higher, we will be “happy campers.”
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