Indian Hills RV Resort, located in the scenic heart of Arizona, is an 85-acre retreat offering a peaceful and nature-filled getaway for RV travelers. Originally established as Voyager Haven RV Park, this family-owned resort has been passed down through generations and is now managed by Spencer dela Cruz. Under Spencer’s leadership, Indian Hills is evolving from a modest RV park into a top-tier resort with enhanced amenities and services. The resort caters to both short-term and long-term guests, aiming to provide a community-centered, high-quality experience for outdoor enthusiasts.

With vast acreage and an ideal location, the property had all the right ingredients for success. But there was a catch, everything was managed manually. Reservations were logged with pen and paper, and the day-to-day operations, though functional, felt outdated. Spencer saw the need to modernize the park to meet the growing demand of RV travelers seeking more amenities and a streamlined experience. And so, the journey toward transformation began.

The Challenge: A Vision of Growth with No Tools to Realize It

Spencer came into the family business with big ideas. He envisioned a vibrant, community-oriented space with more RV sites, teepees, cabins, and luxurious amenities like jacuzzis. Indian Hills was to become a full-fledged resort, not just a park. However, his first year of ownership presented significant challenges.

In that first year, occupancy hovered around 9-10%, which was far below expectations. The land was beautiful, and the location was ideal, but Spencer quickly realized that the existing infrastructure was not up to the task. Guests were looking for more comfort, more convenience, and more seamless booking experiences. The park’s operations, rooted in traditional manual processes, could not keep up with the expectations of a more tech-savvy customer base.

Reservations and bookkeeping were managed with phone calls, handwritten logs, and spreadsheets. 

Spencer had a great idea, but he needed the right tools to turn it into reality. His challenge was clear: how could he modernize Indian Hills while continuing to manage the day-to-day operations and deliver the guest experience he dreamed of?

The Turning Point: Discovering RoverPass

After a year of grappling with outdated systems and underwhelming occupancy rates, Spencer started visiting other parks to see how they managed their operations. What he found surprised him. Many of the biggest and most successful parks were using RoverPass. Everywhere he looked, RV parks were embracing technology to streamline their operations and enhance the guest experience. It was clear to Spencer that if Indian Hills was going to compete, it required a modern solution.

The decision to partner with RoverPass was a big moment for Indian Hills. Spencer was impressed with the platform’s Reservation Management System and its ability to simplify the entire booking process, from reservations to invoicing. Not only that, but the software offered advanced features like an interactive site map, online booking, and real-time availability tracking, exactly the kind of upgrades Spencer needed to bring his resort into the modern era.

Implementing RoverPass Reservation Management System: The Start of a New Chapter

RoverPass became the backbone of the resort’s operations, allowing Spencer to focus on expansion and guest satisfaction instead of the administrative headaches that came with manual processes.

A New Online Presence

One of the first benefits Indian Hills saw was the ability to create a robust online profile. RoverPass allowed the resort to upload photos of its sites, amenities, and surrounding areas, giving potential guests a clear picture of what to expect. The interactive map feature was a game-changer, enabling guests to view available sites and make reservations online with ease.

For a resort that had previously relied solely on phone calls for bookings, this was a dramatic shift. Suddenly, guests could book at any time of the day or night, with real-time confirmation. And it wasn’t just about convenience, the new online presence began driving more traffic to the resort. As Spencer noted:

“For us, if you google us, it shows RoverPass first. People click on that. When I get a phone call, they are referencing what they’re looking at on RoverPass. That’s key-RoverPass pushes traffic to us that’s already warm. More than half of our customers call and say, ‘I’m on RoverPass looking at this stuff; I want to book.'”

Streamlined Operations

With RoverPass, the manual processes that once consumed hours of time were automated. Instead of spending hours each week manually tracking bookings and occupancy trends, Spencer could pull up real-time reports in minutes.

Managing utilities like electric usage became simpler, too. What once required tedious manual tracking was now handled effortlessly through the platform, ensuring accurate invoicing and reducing errors. The benefits of this streamlined system were immediately noticeable. As Spencer shared:

“When you’ve got 85 sites and 10-15 people checking in every day, it’s a lot of time and effort from a day-to-day perspective. In the process of preparing for tax season, the process of generating reports is extremely streamlined. It has been adaptable to my needs. It makes me loyal. Not only that, but it helps me specifically.”

The Results: A Modernized Resort on the Rise

The adoption of RoverPass didn’t just make life easier for Spencer and his staff, it transformed Indian Hills RV Resort. The numbers tell the story:

• 3x increase in repeat guests in 2023: Thanks to the user-friendly booking system and enhanced guest communication, more guests were returning for multiple stays.
• 150% increase in direct bookings: The resort saw an uptick in direct bookings through RoverPass, reducing the need for third-party booking platforms.
• 68% reduction in cancellations: The improved communication features and streamlined booking system led to fewer last-minute cancellations, contributing to more stable revenue.

Perhaps most impressively, Indian Hills saw a 2.4x increase in add-on sales from 2022 to 2023. Guests could now easily book extras like firewood, equipment rentals, and guided tours during the reservation process, driving up overall revenue. Spencer also noticed a change in the resort’s reputation, with Indian Hills becoming synonymous with quality and community.

The value of customer support

For Spencer, one of the standout features of working with RoverPass was the quality of the customer support. Whether it was a minor glitch or a more serious issue, the RoverPass support team was always quick to respond. Spencer recalled a time when access to the payment processing screen was temporarily blocked. Moreover, a quick email to the support team resulted in the issue being resolved within an hour. For Spencer, this kind of prompt, reliable service was invaluable.

A New Era of Success for Indian Hills RV Resort

Today, Indian Hills RV Resort is flourishing. With the help of RoverPass, Spencer has been able to realize his vision of creating a true resort experience for guests. Moreover what began as a quiet park is now a bustling community with high occupancy rates, loyal returning guests, and a reputation for quality.

Looking back, Spencer has some advice for other RV park owners:

“This business is nothing like anything you’ve ever worked with. Completely different customer base. Come into it with fresh eyes and find software…Find a platform for reservations and bookings. To hit the ground running and accept reservations, you need to have a capable platform.”

For Indian Hills RV Resort, that platform was RoverPass, a partner in their journey from manual operations to a modern, thriving business. If you’re interested in boosting your reservations and providing a great customer experience book a free demo with us today!