Exhibit B Business Rules.pdf

Arizona State Parks and Trails Request for Proposal - Centralized Reservations System

Exhibit B

Arizona State Parks and Trails Business Rules

● General

○ For all items reserved, at a minimum, the guest’s name, address, phone number, license plate number, and email address shall be recorded at the time of reservation. The number of occupants (adults and children) and any additional vehicles shall be recorded at the time of check in. In addition, for campsites, information such as equipment type may be recorded. For group sites the name of the group and the contact information for the responsible party shall be recorded upon reservation.

○ Same day (internet) reservations are not allowed. Same day reservations can only be made by park staff or via the call center, with park manager permission.

○ The online component of the CRS shall limit the number of times a reservation can be moved/changed.

○ ASPT’s current events are the Family Campout, Star Parties, and Guided Hikes/Interpretive Talks. More events may be added in the future.

○ A receipt/invoice must be offered to the customer, printed or via email, for every transaction.

○ ASPT shall approve all campground maps prior to use.

○ System user roles are as follows: Administrator, Park Manager, Regional

Manager, Park Staff, Volunteer, Finance, Reports Only, Call Center.

○ ASPT sells and utilizes ASPT gift cards as a form of payment.

○ Tax rates and applicability can vary based on location and type of sale.

○ Same day sales begin at 12:00 a.m. (midnight) and end at 11:59 p.m.

● PCI Compliance

○ All third-party vendor software/systems used to process credit/debit card transactions must be compliant with the Payment Card Industry (PCI) Data Security Standards.

○ Any suspected loss of theft of materials containing PII data must be reported.

○ Parks must not retain any credit card information. Once processed, any forms that must be retained that include credit card information must have the card number and expiration date rendered unreadable.

○ For sections with approval to process credit cards and PII:

● Fiscal/Accounting

○ Park or unit trial balances must be settled at the close of business each day with credit card transactions summarized. Online credit card transactions are settled automatically at the designated time.

○ Reconciliations between the settlements and the bank will be performed by Fiscal Services.

○ Fiscal Services will handle any “chargebacks” or disputes within the stated deadlines. Supporting documentation from the park initiating the charge must be provided (if needed) within the deadline.

○ PII data must never be released without a legitimate business requirement and management approval.

○ Only the last 4 digits of the credit card are to be displayed on a receipt or reservation application credit card field.

○ Never retain the three or four digit validation code (CVV2) or magnetic stripe information in any form.

○ Access to PII data must be restricted and all data must be safeguarded from fire and theft. PII data must be stored in a secured access controlled area in a locked container to prevent unintentional or malicious compromise.

○ All PII data must be shredded immediately after the transaction is processed.

○ When merchant services processors or card associations make significant policy or procedural changes, Fiscal Services will notify the parks.

● Refunds

○ ASPT may issue customer refunds for various park fees and gift shop items. Park managers and assistant park managers are the only park staff members allowed to approve refund requests at their location.

○ ASPT will provide refunds, back to the original form of payment, for cancelled reservations, returned items, or customer service issues when applicable.

● Fee Schedule

○ Camping and entry fees shall reflect price ranges dependent upon specific site location and seasonality.

○ Changes to any fee must remain within approval ranges.

○ Proposed changes, even within approved ranges, must be submitted through the chain of command and be approved by the Executive Director or designee.

○ Approved changes must be immediately reported to the Communications sections to be updated on the agency webpage and the reservation system.

● Entrance (See current fee schedule for park specific fees)

○ Per person: for fee charge purposes, “adult” is defined as an individual fourteen years of age and older unless otherwise noted. Persons six years of age and younger, when accompanied by an adult, shall be admitted free of charge unless otherwise noted.

○ Per vehicle: park patrons shall pay the assessed entrance fees charged on a four adult person occupancy limit per vehicle. Each individual adult occupant over the four adult limit shall be charged the “individual/bicycle” fee.

○ Overnight Parking: Overnight parking is described as “a legally parked, unattended/unoccupied vehicle not in a designated campsite, remaining on the park throughout the night.” The overnight parking fee is to be charged in addition to the entrance fee.

○ Dump Station: Park patrons shall pay a fee for use of the parks dump station when not a registered camper.

○ Group Discounts: Available only where listed (see current fee schedule).

For the purposes of Group Discounts a group is defined as 15 persons or more with prearranged arrival. All persons in a group regardless of age count towards the group number.

○ Organized groups, prearranged and/or ranger led programs should have a required adult/child ratio of (unless otherwise noted):

■ One adult for every five children three years of age and younger.

■ One adult for every ten children four years of age to seventeen years of age.

○ Special and conditional rates shall be available to park patrons only during established low visitation periods in designated areas which shall be posted at each park unit.

● Kartchner Caverns State Park Fees

○ Entrance fees for those with reserved tour tickets and for scheduled bus tours consisting of fifteen persons or greater, will be waived.

● Veterans discounts

○ 100% discount off regular entrance fee*:

■ All Arizona 100% service disabled veterans. Must provide VA-certified proof of 100% service connected disability and an Arizona Drivers License or identification card.

○ 50% discount off regular entrance fee*:

■ All active duty guard and reserve military. Must provide a military

ID card.

■ All Arizona-resident retired military veterans. Must provide proof of service such as a military ID card or DD-214 and a valid Arizona Drivers License or identification card.

■ All service disabled veterans. Must provide VA-certified proof of 100% service connected disability.

○ *Discount is good for day entry to parks only. Discounts not applicable for tours including Kartchner Caverns State Park cave tour tickets or Riordan Mansion State Historic Park tours, special use fees, special program fees, special event fees, special event admission fees, any reservation fees, camping fees, or overnight parking fees. Pass is non-transferable and photo ID is required for entrance. Discounts apply to qualified day use pass holder and up to three accompanied adults.

● Annual Passes - All annual passes are available for purchase online, at the central office or at any park location. Annual passes purchased online ship USPS and take 7-10 days to arrive.

○ Standard Annual Passes

■ The annual pass shall allow the pass holder and up to three additional adults, in the same vehicle with the pass holder, access to all recreational facilities for day use activities only, except Lake Havasu State Park, Buckskin Mountain State Park, River Island State Park, or Cattail Cove State Park on Fridays, Saturdays, Sundays, and any recognized state holiday.

■ The pass shall expire twelve months from the date of purchase.

■ The pass shall be issued only to individuals and it shall be non-transferable.

■ Upon payment, the holder shall be issued a dated hanging pass for vehicular access and a dated wallet card for non-vehicular access.

The hanging tag shall be hung from the holders rearview mirror.

■ Eligible users of the pass must have the pass and a valid driver's license, or similar identification, in their possession to prove eligibility. Pass users are required to display these items to park personnel upon request.

■ The pass does not allow the use of showers, dump stations, or the storage of water in excess of five gallons per day.

■ No replacement passes shall be issued. If a pass is lost or destroyed another pass may be purchased at regular price.

■ Additional fees for special events and programs may apply.

○ Premium Annual Pass

■ Premium annual pass is accepted at all state parks.

■ The premium annual pass shall allow the holder and up to three additional adults, in the same vehicle with the holder, access to the park(s) for day use activities only.

■ The pass shall expire twelve months from the date of purchase.

■ The pass shall be issued only to individuals and shall be non-transferable.

■ Upon payment, the holder shall be issued a dated hanging tag for vehicular access and a dated wallet card for non-vehicular access.

The hanging tag shall be hung from the holders rearview mirror.

■ Eligible users of the pass must have a valid driver's license, or similar identification, in their possession to prove eligibility. Pass users are required to display these items to park personnel upon request.

■ The pass does not allow the use of showers, dump stations, or the stowage of water in excess of five gallons per day.

■ No replacement passes shall be issued. If a pass is lost or destroyed another pass may be purchased at the regular price.

■ Additional fees for special events and programs may apply.

○ Annual Pass Upgrade

■ An individual may upgrade a standard annual pass to a premium annual pass anytime within the twelve-month period in which the pass is valid.

■ All components of the standard annual pass must be surrendered to park staff and the difference in fee charged must be paid in order to be issued the upgrade.

■ The holder will be issued a premium annual pass with the same expiration date as the original standard pass.

■ There will be no provision for a similar change from a premium annual pass “down to” a standard annual pass.

● Camping

○ For fee charge purposes, an adult is defined as an individual fourteen years of age or older, unless otherwise noted.

○ Camping fees reflect a price range based on specific site location and seasonality. Differences in fees charged within a park's campground, and/or changes to fees based upon seasonality must be clearly displayed for the visitor in a timely and equitable fashion. In addition, the Communications section will be notified of changes immediately to ensure that the website and reservation system are updated in a timely manner.

○ Park patrons shall pay the assessed camping fees, which shall include the use of the park’s day use areas and entrance to the park for the registered stay of the camper.

○ The park manager or designee may credit paid day use fees against camping fees for camping that occurs within 24 hours of paying the day use fees.

○ Annual entrance passes shall not be credited to camping fees.

○ Total occupancy will not exceed six adults and a total of ten individuals per campsite. Camping units exceeding this total will be required to obtain additional campsites.

○ Vehicles:

■ Individual developed campsite fees are based upon two vehicles per campsite. Camping units exceeding this total will be required to obtain additional campsite(s). Campers should be encouraged to leave additional vehicles at home, as not all campsites can accommodate extra vehicles.

■ Additional vehicles will be charged per vehicle per night. Extra vehicles must be registered with the park staff and the fee paid upon arrival at the park. Extra vehicles must fit in designated parking areas at the campsite.

■ The extra vehicle fee does not apply to vehicles that are towed, or are set up to be towed behind a primary vehicle when the primary vehicle remains at the site and the towed vehicle is used for transportation, or if the second vehicle accompanying the primary vehicle is registered to the same address or the same person as the primary vehicle.

● Special use permits

○ Any person or group using a state park for an activity outside of the individual parks’ intended use or an activity requiring exclusion of the general public from an area of the park, other than designated group use areas, shall obtain a special use permit from the park manager or designee.

■ Approval of the permit is contingent upon the nature and compatibility to the activity with the purpose and management objectives of the park. Authority to approve or deny special use permit applications may be forwarded through the agency’s chain of command up to and including the executive director.

■ The chief of operations may delegate to the park manager the authority to approve special use permits if a routine and non-controversial nature and fees shall be assessed in accordance with the agency’s fee schedule and policy.

○ The park manager may require a permittee to pose a deposit against damage and clean up expenses, special insurance, and provide adequate medical, sanitary, and security services during the term of the special use permit. Damage deposits will be retained when, in the judgement of the park manager, facilities are not left in the same condition as when the activity commenced. Refunds of deposits, whether partial or in full, will be processed according to the agency’s refund guidelines.

○ Special use activities with a state park designated as planned public attractions shall be subject to the requirements of the Special use Policy.

○ Persons entering a park under a special use permit shall be subject to all applicable user fees and rules, unless specific per person fees have been approved pursuant to the special use permit. Shuch per person fees shall not be less than one half of the applicable day use fees.

○ A commercial special use permit shall not be required for any activity included in the provisions of a concessions contract.

○ A park manager shall deny special use permit applications, which otherwise meet requirements of this policy, only for health and safety reasons or to protect the park from significant damage.

● Special programs

○ State parks may sponsor a special program at an individual park or at all parks. Such programs are intended to inform and educate the public.

○ State Parks sponsored special programs may be in addition to other uses and services addressed in this rule.

○ State Parks sponsored special programs may be free to the public or a fee may be assessed in addition to or in place of other use fees specified in R- 12-8-109 or R-12-8-110.

● Commercial rental/retail permit (See Commercial Rental/Retail Policy for specifics of vouchers and applications)

○ Commercial Rental/Retail Permits will be sold to vendors based upon the type of business the vendor is proposing to conduct on park property.

One type of permit will be specifically for “Rental Businesses” and a separate type of permit will be issued for “Retail Businesses”.

○ All Commercial Rental/Retail Permits expire December 31 of the year for which they were issued.

○ Permit will only allow the permittee and employees to enter the park under conditions set in the Commercial Rental/Retail Application.

○ Eligible users must have identification provind their eligibility as outlined above and provide these items upon request by park personnel.

○ Permit is issued only to the permittee and is non-transferable.

○ The Commercial Rental/Retail Permit will allow the permittee to purchase additional Commercial Rental/Retail Passes.

○ A Special Use Permit may be required of any vehicle and or trailer that requires a special D.O.T. permit to operate on state highways or exceed design standards of park roads and parking lots.

○ Permittee’s clientele is responsible for all applicable daily entrance/camping fees when entering the park in a separate vehicle from the permittee.

○ A discounted Clientele Voucher is available for all permittee clientele who enter the park in the permittee’s vehicle and do not occupy a parking space.

● Fee waiver

○ The Park Manger, or official designee of the Park Manager, is authorized to grant waivers of the day use fee when the following criteria exists:

○ Educational and handicapped groups in accordance with the following guidelines:

■ Professional groups shall be participating in a parks and recreation, historic, or interpretive seminar or conference tour sponsored by Arizona State Parks and Trails.

■ Handicapped groups shall be affiliated with non-profit organizations or agencies certified for their care, rehabilitation, training, or service. For the purpose of this rule, handicapped is defined as blind and visually impaired; deaf and hard of hearing; mobility impaired; developmentally disabled.

○ Persons serving in a volunteer capacity with a signed volunteer agreement with Arizona State Parks and Trails are exempt from all day use fees.

○ Historic and Interpretive Recreation parks - Individuals ages 0-6 are admitted free when accompanied by an adult unless otherwise noted.

○ Arizona State Parks and Trails - current employees of Arizona State parks and Trails and their guests may use state park facilities at no charge under the same restrictions as paid visitors.

○ Arizona State Parks and Trails Lifetime Passes - State Parks employees who meet the requirements of the agency Lifetime Pass Policy may use Arizona State Parks and Trails facilities, at no charge, under the same restrictions as paid visitors; upon issuance by the Executive Director.

○ Government employees, elected officials, sub-contractors of the state while on official business or to provide service/maintenance.

○ Sightseeing: At the manager’s discretion, persons wishing to enter any state park for the purpose of sightseeing or touring the facilities, including campgrounds, day use areas and beaches, may do so provided that:

■ Visitors do not park or leave their vehicles

■ Length of tour shall not exceed thirty minutes.

○ A special entrance fee waiver may be issued to a visitor or group as deemed appropriate by the Executive Director or his/her designee.

● Group Reservation

○ Group area designation: Park areas to be available for use by groups on a reservation basis must be so designated by the Executive Director. Once designated, it is the responsibility of the Park Manager to administer the reservation of the designated area.

○ In designing areas for group use the following conditions shall be adhered to:

■ The area should be in a portion of the park that will not prevent the general public from normal park activities.

■ The area should be signed as available for reservation use.

■ The area when not reserved may be open to the general public.

■ The area must be easily delineated from other use areas in the park.

■ User fees as prescribed in rulfe R-12-8-209 will apply to all groups.

The proposal for area designation will be prepared by the Park Manager and should include site location, size, capacity, type of use, signing needs and facility description.

○ Group area reservations

■ Reservations will only be accepted no later than one day prior to the date being reserved and no earlier than 365 days in advance.

■ Reservation fees must be paid immediately upon the reservation being made and are non-refundable.

■ A reservation is not confirmed until the reservation fee has been paid.

■ A group use area reservation fee, in addition to regular entrance fees, shall be paid to reserve a group use area for day use.

■ All reservations will be confirmed in writing, either via email or hard copy.

■ The Park Manager may establish a minimum group size to reserve an area. For larger areas, the Park Manager may schedule two groups simultaneously if in manger’s judgement both uses may be accommodated.

■ Groups using areas with an established minimum group size will be assessed applicable day use or camping fees based upon that minimum size when the group size is less than the established minimum.

○ Group reservation management

■ After a group area reservation has been confirmed in writing, it is the park staff’s responsibility to ensure the availability of the designated area. This should be done far enough in advance to prevent any inconvenience or misunderstanding on the part of other park visitors on the date(s) the reservation is honored.

○ Reservations (special promotional)

■ The executive Director, or designee, may provide special advance reservations for the use of park facilities where such provision will promote the mission of Arizona State Parks and Trails. These reservations may be with individuals or groups.

■ All such reservations will be purchased at the full set price, including any and all appropriate surcharges, and will be paid in full at the time the reservation is provided.

■ At no time will any such provided reservation for a cavern tour at Kartchner Caverns State Park exceed 25 participants.

● Reservations

○ Kartchner tour tickets:

■ Cave tour age requirements - Children 17 and under must be accompanied by an adult 18 or older.

■ If tickets are cancelled with less than 24 hours notice, all fees are forfeit.

■ If tickets are cancelled with more than 24 hours notice, $3 per ticket processing fee is forfeit.

■ Customers who do not show up for their appointed tour times will lose all funds and will be unable to rebook tickets.

■ No Cave Tours after 12:20p.m. on Thanksgiving and Christmas Eve.

■ Children 17 and under must be accompanied by an adult 18 or older.

■ Entrance fees for those with reserved cavern tour tickets will be waived.

■ Rotunda Throne Room

● Reservations can be made up to one year in advance.

● Maximum of twenty tickets per tour.

● Can reserve a maximum of twenty tickets per reservation.

● There can be three tours per hour.

● Tour availability can vary seasonally based on staffing and demand.

● The first tour may begin at 8:20 a.m. followed by a tour every twenty minutes, staffing and visitation permitting.

● Tour duration is 1 hour and 25 minutes.

■ Big Room

● Maximum of 15 tickets per tour.

● Reservations can be made up to one year in advance.

● Can reserve a maximum of 15 tickets per reservation.

● Reservations are available seasonally from October 15th through April 15th.

● Children 6 and under are not allowed on the Big Room tour.

● There can be two tours per hour.

● Tour availability can vary seasonally based on staffing and demand.

● The first tour may begin at 8:15 a.m. and every half hour after that, staffing and visitation permitting.

● The tour duration is approximately 1 hour and 45 minutes.

■ Helmet and Headlamp tour

● Once a week on Saturdays at 5:30 p.m.

● Restricted to ages 10 and over.

● There are 15 tickets available.

● Reservations can be made 356 days in advance.

● The tour duration is approximately 1 hour and 30 minutes.

■ Photo Tour

● Once a month on Saturday at 5:00 p.m. (in lieu of the Helmet and Headlamp Tour).

● Restricted to ages 14 and over.

● There are 15 tickets available.

● Reservations can be made 365 day in advance.

● Tour duration is approximately 2 hours.

■ Commercial and School Group Tours

● Group tour bookings must be booked through the dedicated group tour representative at the Kartchner Caverns State Park Call Center, there are no online tour reservations for groups.

● Group tour reservations can be made up to a year in advance.

● Group reservations can be paid with a Visa or mastercard or held with a purchase order to be paid by a business check made payable to Kartchner Caverns State Park.

● Payment and headcount must be confirmed 30 days prior to the scheduled tour.

● A group is 12 or more people.

● For school groups there must be a minimum of 1 adult per 7 students.

○ Campgrounds, lodge, and cabins

■ Campgrounds

● Campsite descriptions:

○ Premium: include at least one of the following: (a) standard electric (50/100 amps) and hookups for water and sewer; (b) wifi accessibility; (c) shower and toilet facilities nearby; (d) waterfront or unique landscape views; (e) park staff recommendation.

○ Standard: include at least one of the following: (a) standard electric (30/50 amps) and possible water hookups; (b) no toilet or shower amenities nearby; (c) park staff recommendation.

○ Rustic: include at least one of the following: (a) standard non-electric, dry, site with no hookups; (b) no toilet or shower amenities nearby; (c) park staff recommendation. Any campsite that is hike in is automatically placed into the rustic category.

○ Boat-in sites are available at the River Parks in the West Region and Patagonia Lake State Park.

● Reservations can be made up to 365 days in advance and a minimum of one day in advance. A reservation fee per site is required, and is non-refundable.

● Many parks have seasonal minimum stay requirements or minimum stay requirements based on holidays.

● Fourteen nights maximum stay length (extend at the discretion of the park manager) per park per 30 day period per household.

● Full payment is required at the time the reservation is booked.

● If the reservation is cancelled less than 24 hours in advance one night's fees are forfeit.

● Campers who do not show up by 12:00 p.m. noon the day following the first night’s reservation will forfeit all payments and the campsite will become available for first come first served, or new reservation.

● Households are limited to reserving a maximum of five sites per park per date range.

● Check in time is 2:00 p.m. Check out time is 12:00 p.m.

● Reservations are recommended for Group Areas, please call the park directly.

● An administrative or maintenance hold can be placed on any reservable unit for any length of time, at park manager discretion.

● Campsite attributes vary by park and by unit. Campsite attributes may include but are not limited to: ADA, firepit, grill, picnic table, sewer, shaded, water, aperate (20, 30, 50, or combination), access type (back in, pull through, pull off, boat in), surface type (paved, gravel, unpaved), capacity (vehicles, tents, guests), max RV length, tent pad area, site usage (RV, tent, or both), GPS coordinates (lat/long), text description of site, restrictions (height/width), images (standard).

● Multiple sites may be reserved on the same invoice as long as the maximum number of sites allowed is not exceeded.

■ Cabins:

● The cabin rate is a flat rate based upon maximum occupancy.

● Cabin occupancy: The rental party must comprise at least one person 18 years of age or older. Occupancy is a maximum of four adults not to exceed six persons total, including children.

● Cabin check in time is 3:00 p.m. and check out time is 10:00 a.m.

● Cabin attributes vary by park and by unit. Cabin attributes may include but are not limited to: ADA, firepit, grill, heat/AC, pet friendly (yes or no), picnic table, water, capacity (additional vehicles, tents, guests), text description of site.

■ Lodge:

● Minimum stay for the Lodge is two nights.

● Lodge rental is for the entire lodge, no partial rentals.

Reservations will be made through the Park.

● Lodge occupancy: No pets are allowed. The rental party must comprise at least one person eighteen years of age or older. Occupancy is a maximum of 28 persons including children. The rate for the lodge is based upon maximum occupancy only, no partial facility rentals are allowed.

○ Ramada

■ Reservations can be made up to 365 days in advance and a minimum of one day in advance. A reservation fee per site is required, is non-refundable and must be paid upon booking a reservation.

○ Long-term camping

■ Guests who wish to take advantage of long term camping (longer than two weeks) must pay in full of the first two weeks of their stay, along with the approved reservation fee.

■ The minimum length of stay, to reserve a long term site will be 28 nights.

■ All long term reservations will be handled by the call center. The call center will find a site that runs concurrently for the length of stay the guest requests. The call center will collect the first two weeks plus the reservation fee and will block out the duration of stay in two week increments.

■ Upon the guest arrival, their first two weeks will have been paid in advance through the reservation process. After the first two weeks have ended, the guest will provide future payment in two week increments on the last day of each two week segment. Payments will be made by the customer at the contact station during regular business hours.

■ If a guest decides to depart earlier than the date they originally agreed upon, the standard reservation cancellation policy will apply.

■ Alamo Lake State Park will block 59 sites for long term camping from October 1st through March 31st.

■ Maximum length of stay will be twelve weeks (84 nights).

■ All other policies and rules governing camping will remain in effect.

● Cancellation policy

○ Campgrounds, Lodge, and Cabins

■ If the reservation is cancelled 14 days prior to the date of arrival, full refund will be granted less the $5 reservation fee.

■ If the reservation is cancelled 7 days prior to the date of arrival, 50% of the refund will be forfeit less the $5 reservation fee.

■ If the reservation is cancelled 24 hours prior to the date of arrival, 75% of the refund will be forfeit less the $5 reservation fee.

■ If there is a no-show on the day of the arrival, there will be no refund and forfeit all payment. This payment will become available for first come first serve or new reservations.

○ Group camping:

■ If a reservation is cancelled more than 14 days prior to arrival, the group/youth camping fee will be refunded less the reservation fee ($10). If a group/youth reservation is cancelled 7 days of less prior to the arrival dates, 50% of fees will be forfeit. If a group/youth reservation is cancelled 3 days prior to the arrival date, 75% of the refund will be forfeit. If there is a no-show on the day of the arrival, there will be no refund and forfeit all payment. This group/youth campsite will become available for first come first served or new reservations.

○ Kartchner Tour Tickets

■ If tickets are cancelled with less than 24 hours notice, all fees are forfeit.

■ If tickets are cancelled with more than 24 hours notice a $3 per ticket processing fee is forfeit.

■ Customers who do not show up for their appointed tour times will lose all funds and will be unable to rebook tickets.

○ Ramadas

■ If the reservation is cancelled more than 60 days in advance the user fees are refundable.

■ If the reservation is cancelled less than 60 days in advance the user fees are forfeit.

● Special promotion rates

○ The executive director may negotiate or set special promotional rates at any park facility. These rates can include, but are not limited to, reduced rates for off season periods, discounts, or coupons. Any change will be enforced only after such written documentation outlining the scope of the promotional rate, signed by the Director, or his/her designee has been received by those facilities affected.