Complaints

• Initial Complaint

  06/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally had made a reservation for a family camping trip. A family concern came up and we were unable to continue our trip. I notified the campground prior to our reserved date with over a month left before the reserved date. They refused to cooperate with me and refused to provide a refund, even during a time such as a pandemic. I've called several other companies in the area, all of which offered some form of compensation or refund. I feel this policy is sorely in need of change, especially during a time where medical concerns are in such high fluctuations. I believe it should be considered unacceptable to not offer a refund for those who provide plenty of advanced notice. Even the customer service lady & co-owner of the establishment was not only rude over the phone, but also demeaning.

  Business response

  07/07/2022

  Thanks for inquiring about our campground cancellation policies on behalf of ******* ****.  I'm in receipt of your letter to my husband dated 6/24/22.  To my knowledge this is our first correspondence received from your office on this matter.  Please note our current mailing address below.  We have not used our ********* Road address in some years.
  

  
  

  Our rates and policies can be found on our website here: https://www.kernriversedge.com/planning.  And when camping guests are using our online reservation system our policies are on the booking page, as they progress through the reservation.
  

  
  

  I personally spoke with Mr. ****, twice, about his camping reservation with us.  In our first conversation on May 16, 2022, he called to ask to cancel because their family had made different vacation plans and they no longer wished to camp; he stated they needed the funds paid for camping for the new vacation plans.  I reminded Mr. **** of our straightforward cancellation policy and he stated that he thought he could give 31 days notice and receive a refund.  This is not our policy.  I also explained to Mr. **** that as a small, family owned & operated business, we were hit particularly hard by Covid shutdowns (our rafting business did not operate in 2020) and then in 2021 we were affected by the French and Windy wildland fires in our community; we are still recuperating financially, and thus the reason for such a stringent cancellation policy.  Everyone in the world knows how Covid can affect travel plans, plus we encourage guests who reserve with us to obtain travel insurance.  During this initial conversation I asked Mr. **** to put his request in writing for consideration by our Admin team and I also offered him an opportunity to reschedule his camping date.  We never received a written request and he declined the option to reschedule.

  
  

  On June 18th, just prior to Mr. ****'s reserved camping date, I reached out to him as we do with each of our camping registrants.  Often when folks are reminded of our cancellation policy they figure out a way to come and have their camping vacation.  This is what we thought happened with Mr. ****, however when I contacted him to find out how many campers & vehicles he would have, he stated that they had a medical issue come up and wouldn't be coming.  I can't recall his exact words however he was rather discourteous and unkind; all rather interesting in light of his complaint against me, my company policies that he agreed to in his online reservation, and my interactions with him by phone.  In no way was I unprofessional, demeaning or rude to Mr. ****.  I realize he is disappointed that we do not offer refunds, and, I also understand that it was his choice to reserve camping with us, simultaneously agreeing to stated policies.

  
  

  Please let me know if you require any additional information from us on this matter.  Thank you.

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