Complaints

This profile includes complaints for Denali Rainbow Village LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Denali Rainbow Village LLC

  Mile 238.6 Parks Hwy Denali National Park, AK 99755

• 

  Denali Rainbow Village LLC

  PO Box 35 Denali National Park, AK 99755-0035

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction was April 27, 2024 for Reservations on July 3 and July 4, 2024.We were to stay two nights at this motel but the establishment could not provide basic services such as power and sewage. Due to the ***** wildfire in Denali ************* all power had been cutoff for most of the week and did include the dates we had reservations. We visited the place in person to cancel and were told by staff that no refund would be issued. Their cancellation policy was a 14 day prior notice. We did not know 14 days in advance they would have no power, water, or sewage. We tried calling and never had anyone answer the phone on July 2 and July 3 but never had anyone answer. Our source for this information is the ********************** The charge was for $1497.22 on a **** card.

  Business Response

  Date: 07/08/2024

  Dear Suwai,

  
  

  Thank you for bringing this complaint to our attention. We appreciate the opportunity to address the concerns raised by Mr. **** Gee.

  
  

  We have thoroughly reviewed our records concerning the transaction mentioned in the complaint. However, we were unable to find any information or records corresponding to a reservation or a customer by the name of **** Gee for the dates of July 3 and July 4, 2024.

  Given this, we are concerned about the validity of the complaint. We would appreciate it if you could provide us with any additional details or verification that might help us identify the customer and address the issue appropriately.

  
  

  We take all complaints seriously and are committed to resolving any legitimate issues our customers may face. However, without confirmation of Mr. **** reservation in our system, we are currently unable to proceed with a resolution.

  
  

  We look forward to your guidance on how to best proceed in this matter and will act promptly once we have the necessary information.

  
  

  Thank you for your understanding and assistance.

  Sincerely,

   

  **************;

   

  Denali Rainbow RV Park & Motel
  Box 30, Denali Park, AK 99755
  phone ************
  email **********************************************************
  web  www.denalirv.com

  Customer Answer

  Date: 07/11/2024

  The reservation has my son's name on it as we were traveling as parents and his family.  His name is ***************.  Please see the attached documents for reservation and payment from my credit card.  Thanks

  Business Response

  Date: 07/16/2024

  Dear ****,

  
  I am writing in response to your complaint regarding your reservation at our motel on July 3 and July 4, 2024. I sincerely apologize for the inconvenience and distress caused by the lack of basic services during your stay due to the ***** wildfire in Denali **************
  

  Explanation of Events from Our Perspective:
  The ***** wildfire, which led to a power outage and disruption of water and sewage services, was an unforeseen natural disaster that affected the entire region.Unfortunately, the severity and timing of this event were beyond our control.
  Despite the power outage, we used generators to provide essential services, including water and sewage, to our guests during this period. While the services may not have been up to our usual standards due to the emergency situation, we did our best to ensure that our guests had their basic needs met.
  Our standard cancellation policy, which is clearly stated in our confirmation email and on our website, requires a 14-day prior notice for any cancellations to be eligible for a refund. This policy helps us manage bookings and maintain business operations efficiently. As a result, we are unable to offer a full refund for cancellations made within this period, even in the case of unforeseen natural disasters.
  We acknowledge that you attempted to contact us on July 2 and July 3 without success. The wildfire caused significant disruptions to communication infrastructure, which impacted our ability to answer phone calls and manage cancellations promptly.
  

  Natural Disaster and **************** Advisory:
  It is important to note that the ***** wildfire was a natural disaster beyond our control. In our confirmation letter, we strongly advise our customers to purchase travel insurance. Travel insurance can provide coverage for unexpected events such as natural disasters, family, and medical emergencies, ensuring that our guests are protected in case of such occurrences.
  

  Resolution Plan:

   While we cannot offer a full refund due to our cancellation policy, we value your feedback and want to make amends. By reconsidering your requirements carefully,we would like to offer you a half refund base on that we recommended you to purchase travel insurance in case for any unexpected events. We are committed to ensuring that our customers have a positive experience with us and are taking steps to improve our communication systems to better respond to our customersneeds, even in emergencies.

  We appreciate your understanding during this difficult time and sincerely apologize for any inconvenience you faced. If you have any further questions or need additional assistance, please feel free to contact us directly at ******************************************************************.
  For your reference, I have attached a copy of our cancellation policy, which was included in your reservation confirmation.
  

  Thank you for bringing this matter to our attention. We hope to have the opportunity to serve you better in the future.
  
  Best regards,
  ***************
  

  
  

  Customer Answer

  Date: 07/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Bunk Gee