Days before handover

Pickup Scheduling
The VCH office will contact the Partner and Renter 4 weeks before their hire start date to schedule a handover time.

Reminder & Preparation
A reminder text is sent to the Partner and Renter 24 hours before the scheduled handover. This message prompts renters to install any necessary apps (e.g., ElecBrakes or IntelliJay) before they arrive.  It also includes links to various videos that will give the Renter an introduction to operating key features of the caravan.

Handover Duration
Handovers typically take 45 to 90 minutes, depending on the complexity of hitching the caravan to the Renter’s vehicle. Although the goal is to complete each handover in under 60 minutes, the top priority is to offer Renters thorough information and guidance—often exceeding their expectations.

Focused Communication
To keep the process efficient, maintain a focused, handover-related conversation, gently steering Renters away from sharing personal stories, as these can extend the session.

Immediately prior to handover

Advance Preparation for Handover
To streamline the handover, complete as many preparation tasks as possible in advance using the 100% Checklist. Key tasks include

• Displaying drinking water tap fittings (slightly unwound from their bag).
• Placing the spirit level on the floor near the door.
• Leaving the information booklet open on the table.
• Setting the towing mirrors on the bench.
• Pre-signing the Condition Report.

Final Preparations on Handover Day
On the morning of the handover, complete these final steps before the Renter arrives to ensure a smooth process

• Unlock the hitch lock but leave it in place.
• Unlock the water filler door and all external access doors.
• If the weather is very hot or cold, turn on the heating or cooling.
• Check that the hot water electric toggle switch is on (if fitted).

Conducting the Handover

Aim to spend around 15 minutes each on the exterior overview, the interior walk-through, and hitching up.  Start with an outside walk-around, explaining the steps they’ll follow when arriving at a campsite before moving inside.

Ask if they’ve watched the instructional videos, as this could streamline some steps. Additionally, ask if they plan to free camp or stay at caravan parks; this will help tailor the information to their needs.

Outside: Unhitching Process

All items needed for unhitching are stored in one of the front lockers.

1. Levelling the Caravan
   • Emphasise that a level caravan is essential for proper fridge operation and plumbing drainage.
   • Use the t-level from the cutlery drawer to check if the caravan is level by placing it on the floor near the door.
   • To level right-to-left, place levelling ramps in front of the wheel(s) on the low side. Drive forward onto the ramps until the bubble is centred between the black lines (without touching).
   • Once level, place a chock behind the rear wheel on each side. For a single axle caravan, also place a chock in front of each wheel.
   • Place the car into neutral and allow the caravan to roll back against the chock, taking pressure off the tow ball.  This takes pressure off the tow ball, making it easier to unhitch.
2. Unhitching Steps
   • Apply the handbrake.
   • Disconnect the trailer plug.
   • Attach the jockey wheel and lift the caravan off the car
   • Remove the safety chains.
   • Fit the hitch lock for security.
   • Level the caravan front-to-back using the jockey wheel.
   • Stabilise the caravan with corner jacks (note: jacks are for stability only, not for re-levelling).

Connecting Services

All items needed to connect services are stored in one of the front lockers.

1. Water, Power, and Waste Connections
   • Demonstrate where to connect the water, power, and waste hoses.  Mention that the waste hose must be fully unwound and flat on the ground to prevent water buildup inside the caravan. 
2. Toilet Tank Maintenance
   • Explain how to empty and rinse the toilet tank. Rinse and empty it twice using clean water.
   • Add 60ml of Portasol chemicals to the tank now, and again after emptying. NOTE: You may have your own chemicals. VCH prefers Portasol due it’s low smell and being biodegradable.
   • Check for any overflow under the tank cavity and ensure there is no water or debris on the tank before reinserting it.
3. Gas Cylinders
   • Show the gas cylinders, noting that both are included in the hire. The cylinder with the cable tie is full.

Instruct Renter to rotate the dial to the new cylinder when the gas runs out. If there is no dial, they will need to reattach the gas hose to the new cylinder.

Awning Setup and Use

1. Awning Extender Arm
   • The awning extender arm for some full-sized caravans is stored in one of the front lockers.
2. Demonstration and Guidelines
   • Demonstrate how to pull out and secure the awning. Emphasise that the awning arms should remain attached to the caravan to prevent damage if sudden wind gusts occur.
   • Avoid using guy ropes to secure the awning, as this can complicate retracting it quickly in high winds.
3. Wind Precautions
   • The awning should be retracted if you leave the caravan or at night, as it is vulnerable to wind damage.
   • Recommend only extending the awning when sitting under it; otherwise, it should stay retracted.
4. Insurance Coverage
   • Inform Renters that awning damage is not covered by insurance and that any repairs would be at their own cost, and costing $1200 or more.

Inside Setup and Operation

1. Electrics
   • If the caravan has a control panel (e.g., J-Hub, IntelliJay or BM Pro), explain its features and basic operation.
   • We recommend an inverter be unplugged and not available to a Renter as it will likely be misused and result in a flat battery
2. Hot Water
   • Show how to turn the hot water on and off. Leave the 240V power on permanently
   • If free camping, suggest turning gas off at night to save gas and reduce noise.
3. Fridge
   • The fridge will have been running for the last 24 hours before going on hire.
   • Keep the fridge set to Auto mode (if relevant). If it requires manual selection, set it to 240V or DC based on the Renter’s needs.
4. Toilet Operation
   • Ensure the trap-door is open whenever the toilet is used to prevent seal smearing and leaks.
   • Flush by pressing the blue button.
   • Then close the trap-door.
   • To check the waste level, look through the trap-door opening – if waste is within 5 cm of the trap-door, it’s time to empty.
5. Cleaning Products
   • Use the provided cleaning spray throughout the caravan. Avoid household chemicals, as these can damage or discolour the caravan’s plastic surfaces.
6. Window and Blinds Operation
   • Demonstrate how to operate the block-out blinds and fly-screens.
   • Show how to open and latch the windows. Some windows must be opened fully before they can be closed, and certain latches have small release buttons that need pressing to unlock.

Cleaning Expectations

Caravans should be returned in the same clean condition as they were provided.

1. Optional Cleaning Services
   • Full clean (inside and out) – $150 (does not include the toilet tank).
   • Exterior clean only – $50.
2. Renter Cleaning Guidelines
   • Sweep out the floor; mopping is not required.
   • Wipe clean the shower, toilet, and benches.
   • Refer to the cleaning page in the caravan’s booklet

Ensure all utensils are cleaned and rubbish is removed.

Hitching Up

1. Lights and Indicators
   • Start by checking that all lights and indicators are functioning properly.
2. ElecBrakes Setup (if applicable)
   • Connect the ElecBrakes lead.
   • Confirm ElecBrakes setup using the Renter‘s app
     • The car headlights must remain permanently on while towing (not on parking lights or auto mode).
     • Ensure the brake setting is on 45.
     • Explain the risk of tapping the blue tick, as this may accidentally leave the brakes on. Advise swiping above or below the tick to avoid this; when the blue tick is displayed, the app can be closed.
3. Trailer Plug Lead
   • Make sure the trailer plug lead has enough slack for tight turns. A good rule is to check that it has enough slack to reach to the opposite side of the tow ball’s center.
4. Towing Mirrors
   • Offer the complimentary towing mirrors and assist the Renter in fitting them.

Pre-Drive Off Check

1. Keys
   • Hand over the keys to the Renter. 
2. Walk-around Checklist
   • With the Renter, go around the caravan and confirm the following
     • All legs are up.
     • Windows are closed.
     • No chocks by the wheels.
     • Access doors are locked.
     • Power and water doors are closed.
     • Gas is turned off.
     • Front windshield is latched (where fitted)
     • Step is retracted.
   • Have the Renter lock the doors.
3. Main Door Instructions
   • Demonstrate the main door operation
4. Final Check and Drive Off
   • Check that the caravan is approximately level once hitched up.

Verify that the mirrors are correctly angled.

Signing Documents

1. Packing Guidelines
   • Remind the Renter not to pack sharp-edged items inside the caravan, such as BBQs, bikes, eskies, or plastic tubs.
2. Awning Insurance Reminder
   • Remind the Renter that awnings are not covered by insurance and that repairs may cost more than $1,200.
3. Condition Report
   • Read aloud to the Renter as you check and tick the Connection confirmation and Accessories.
   • Ask the renter to review the condition report
   • Manually mark any additional damage
   • Ask the Renter to sign the condition report
   • Take a photo on your phone and give the Renter the original.
   • Ask the Renter to notify the VCH office immediately if they notice any new damage during their hire.

Wish the customer a great holiday – you’re done!

Update Booking Trello Card

1. Access the Renter’s Booking Card
   • Open the Renter’s booking card in Trello on Your Booking Board.
   • The card will be in the “Future & Current Bookings” list.
2. Attach the Signed Condition Report