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AAA Tourism moves to fill Star rating gaps with Guest Satisfaction feedback

August 22, 2007
AAA Tourism moves to fill Star rating gaps with Guest Satisfaction feedback

Star rating by the auto clubs of Australia will add Guest Satisfaction Rating to its online criteria in the next few months.

AAA Tourism National Operations Manager, George Campbell, told more than 278 Victorian Caravan Parks Conference delegates and industry representatives at Ballarat Lodge that phase one would give park guests direct comment on their caravan parks.

He said phase two will provide caravan parks right of reply. Both phases will be moderated before they are posted to autoclub online web sites.

In essence the Guest Satisfaction Rating is an attempt by AAA Tourism to address the gaps in the current Star rating assessment system which scores a 5 star rated caravan park at 1000 points.

At this stage the Star rating system assessors do not score auto club member value items like reception, service quality, ambience, appearance and decore.

He said that while cleanliness was the highest value in an analyis of auto club members, it could be argued that this was not a true criteria as caravan parks usually knew when Star rating assessors were coming and prepared for their visit.

He said that national analysis across a good sample of auto club member and general respondents shows that environmental sustainability is an area for AAA Tourism to consider which has not been recognised to this point.

Strangely the analysis, which was online, does not place the availability of broadband connection in caravan parks as a high value.

Caravan park operators at the conference say that this is not the experience in industry.

Star rating holds a high value in the accommodation decision process with 91 per cent of the 244 consumer respondents using it as a tool.

AAA Tourism sent  in the troops
AAA Tourism sent in the troops

In another surprise TV does not rate high in in the accommodation booking process.

And while search engines like Google are being used in the booming online world of marketing it was, at this time, impossible for a caravan park to really know the source of its online bookings, George Campbell said.

AAA Tourism rolled outits troops for the conference presentation which drew strong interest from caravan park owners and managers.

Editor's Note: In an unfortunately common situation in the industry only 18 percent of Victorian caravan parks (about 300) responded to a AAA Tourism online invitation to contribute to the Star rating analysis. This is a disappointing outcome in view of the strong criticism which has been levelled at AAA Tourism and the auto clubs and their management of member needs and the Star rating system.

Delyse Sargeant Training and Development Manager AAA Tourism for the last three years said Star rating assessors were intensively trained and themselves assessed in the field.

These assessments of AAA Tourism's assessors was regular, random and without the assessors being aware where their work was under review.

Delyse Sargeant talks Star rating training
Delyse Sargeant talks Star rating training

Healesville is Victoria's Top (most improved) Tourist Park

At the packed AAA Tourism sponsored Awards dinner Kevin and Kim Anderson of Healesville Tourist Park won the AAAT Award for the most improved tourist park in Victoria.

It was a popular win by two popular, natural people who have worked hard for their success.

Healesville Tourist Park is set in lovely bush surroundings at the foothills of Mt.Riddelland the Great Diving Range in the heart of the Yarra Valley,about 90 minutes from Melbourne.

There is a variety of accommodation from comfortable and well appointed Deluxe Cabins to spacious sitesand motorhomes and buses are welcome.

Healesville Victoria  most improved Top Tourist Park
Healesville Victoria's most improved Top Tourist Park

It is only minutes away from the World famous Healesville Sanctuary, close to Wineries, Fine dining restaurants, Horse racing, Bushwalking, Hot air ballooning, Arts Crafts and Markets are just some of the attractionsYarra Valley has to offer.

Other Attractions include Hedgend Maze, Fishing, Yarra Valley Tourist Railway, Golf and Mini Golf, or enjoy the views and wildlife at Badger Weir Reserve, Donnelleys Weir, Maroondah Reservoir with its exotic formal gardens and Black Spur. There are an extensive number of vineyards and boutique wineries in the region.

Apollo Gardens Caravan Park won the HMAA Award for Excellence in Victoria.

Full details of award winners supplied by VicParks -

Here are the award winners of the recent awards at the AAAT Awards Dinner:-
The Association congratulates the following parks, and their staff, on winning awards which were announced at the AAAT Awards Dinner on Wednesday, August 22.

AAA Tourism Most Improved Star Rating Park - Healesville Tourist Park. Congratulations to Kim Kevin Anderson who have worked extremely hard to achieve this award.

Parks with increased STAR ratings during 2006/7 financial year -

Portland Claremont Holiday Village.
Healesville Tourist Park.
BIG4 Melbourne Ashley Gardens.
BIG4 Geelong Riverview Tourist Park.
BIG4 Mildura Golden River Holiday Resort.
Cumberland River Holiday Park.
East's Beach Holiday Park Kiama.
Edenhope Lakeside Tourist Park.
Eureka Stockade Caravan Park.
Goughs Bay Caravan Park.
Healesville Tourist Park.
Horseshoe Lagoon Holiday Park.
Howlong Caravan Park.
Leongatha Apex Caravan Park

Parks who have successfully completed the National CRVA Accreditation Program for Caravan Parks -

Breamlea Caravan Park.
Central City Caravan Park.
Venus Bay Caravan Park.
Halls Gap Lakeside Caravan Park.
Bonnie Doon Caravan Park.
Phillip Island Caravan Park.
Silver Sands Tourist Park.
Bacchus Marsh Holiday Park.
Otways Tourist Park.
Eastern Beach Tourist Park.

The Victorian Caravan Parks Association Conference attracted 278 delegates to Ballarat over the three day conference which includes the 42nd Annual General meeting.

Lyn Oaten, Executive Officer of VicParks said the biggest conference attendance so far was 300 in Bendigo.

There was a lot of fun among the business games and we have added pictures from the dinner dance and the legendary Hour with Tower pre-dinner drinks.

Editor's Note: Also See -

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