Feature Overview: Policies Acceptance & IP Logging

Summary

To better protect your park from operational and liability risks, we have introduced enhanced tracking for policy acceptance during the booking process. This update ensures that even campgrounds not using the E-Signature feature have a verifiable record of when a guest acknowledged and accepted park policies.

Content

• New Policy Documentation Features
• IP Address Tracking
• How This Protects Your Business
• Frequently Asked Questions

New Policy Documentation Features

The following features apply to all reservations booked after the launch of this update. Please note that these records will not be available for reservations made before the launch.

• Reservation Slide-Up: Policy acceptance is now documented directly on the Reservation Slide-Up for quick and easy reference by campground staff.

• New Policies PDF: A new PDF is available that provides the specific acceptance status for both campground users and guests.

• Comprehensive Content: This PDF contains the full text of all policies (including Terms & Conditions) and the exact copy accepted at the time of booking.

• Verifiable Timestamps: Each document includes a clear time and date stamp indicating exactly when the booking and policy acceptance occurred in any location a booking has occurred. This includes Campspot-built consumer sites, direct-built sites using Campspot’s API, Marketplace web and mobile and any OTA (Airbnb, Booking.com, etc, and Admin sites.

• E-Signature Compatibility: This feature works alongside our existing E-Signature tool; no changes were made to the E-Signature feature or its associated PDF.

IP Address Tracking

To further support your park in the event of a dispute, the system now logs the IP address for online bookings. An IP address is a unique numerical identifier for a device on the Internet, functioning much like a digital return address.

Where is the IP address collected?

The system collects the IP address when a booking occurs on any consumer-facing site, including:

• Consumer Website, Online Booking API & Marketplace Web

• Mobile Bookings

• OTA (Online Travel Agency) channels

how THIS PROTECTS YOUR BUSINESS

Logging IP addresses and policy timestamps is critical for defending against credit card chargebacks and fraud claims. Because online purchases are "card-not-present" transactions, payment processors rely on digital evidence to verify a purchase.

Common evidence for winning a dispute includes:

• Location Consistency: If the IP address geolocation matches the guest’s billing address (e.g., both are in San Antonio, TX), it suggests the cardholder likely made the purchase.

• Prior History: Consistent IP addresses across multiple legitimate purchases strengthen your case.

• Proof of Access: IP logs show that the same network was used for reservation creation and payment submission.

Limitations to Keep in Mind

While IP addresses are powerful supporting evidence, they are not definitive proof. Results can be affected by:

• VPNs: These can mask a user's true location.

• Shared Networks: Multiple people in a coffee shop or hotel may share one IP.

• Mobile Carriers: These often rotate IP addresses frequently.

frequently asked questions

Q: Do I need to change my process for phone bookings?

In most hotel or campground reservation systems, staff can create a reservation on behalf of a guest over the phone. The key operational concern is how policies are communicated and acknowledged, since the guest is not completing the booking themselves.
Common practices include:

• Verbally summarize key policies during the call

Staff briefly review the most important policies before confirming the booking, such as:

• Cancellation policy
• Deposit or payment requirements
• Check-in/check-out times
• Pet, visitor, or occupancy rules

This ensures the guest is aware of the major terms before the reservation is finalized.

• Send the full policies in the confirmation email

After the reservation is created, the system sends a reservation confirmation email that includes the full policy details. This gives the guest the opportunity to review them in full.

• Allow cancellation if the guest disagrees

If the guest later reviews the confirmation email and does not agree with the policies, they can cancel according to the cancellation terms.

• Use a post-booking acknowledgment if needed

Some operators use an e-signature or policy acknowledgment feature after booking to ensure guests explicitly confirm key policies. This is typically used for liability-heavy policies.

Practical workflow

1. Guest calls to book.
2. Staff create the reservation in the system.
3. Staff verbally highlight key policies.
4. Confirmation email with full policies is sent automatically.
5. Optional: send e-signature request for policy acknowledgment. 

Q: Why can't the guest see their IP address on their Reservation Confirmation page?

Q: Does the new PDF include my custom Terms & Conditions?

Q: What does the timestamp actually represent?

It is a digital record of the exact time and date the booking occurred and the policies were accepted.

Q: How does an IP address help with a chargeback?

It allows you to show Location Consistency. For example, if the billing address is in Austin and the IP geolocation is also in Austin, it suggests the cardholder likely made the purchase.

Q: How I do I know the location of the IP address?

You can use free online geolocation tools, like IPinfo | The Trusted IP Data Provider or Geolocate the Location of an IP Address | Geolocation. 

Additional Resources

If you suspect a fraudulent booking or need help confirming activity, contact Campspot Support before taking action. Our team can help you review the transaction and ensure the safest next steps for your park.