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Complaint Details
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Initial Complaint
10/02/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We booked a site for 2 months at Loveland RV resort. When booking we told them the size of our trailer and were given a site number. After driving almost **** miles to get here, we were taken to a different site, which we did not fit in. The workers agreed that the site would not work for us, but their off site manager made the decision to put us there and she would not change it. So we are stuck **** miles from home trying to find a place to stay.Business response
10/26/2023
Loveland RV Resort is very busy during the summer and fall months but we endeavor to accommodate our guests as permitted. When we make a reservation for a guest, we select a site that best site available to accommodate the guest but we do not provide a site number until the guest arrives. RV's are prone to having mechanical issues that *** delay their departure forcing us to move reservations to different sites.
When the ********* arrived, we escorted them to site 132 and made sure they fit. A few minutes later, ******************* came into the office stating they did not want to stay in this site. While we were working on trying to get them a different site, ****************** came into the office very angry and was very rude to the staff and demanded to be moved. Because this is still a busy time for us, we had a temporary site we could move them to for 2 weeks while we continued to see what options were available. ****************** continued to be rude threatening to have people fired. He ended up moving to site 99 for 2 nites and they left without any other communication.
We are sorry they were unhappy with their accommodations but ****************** did not want to work with us.
Customer response
10/26/2023
Complaint: 20676883
I am rejecting this response because: They have not been truthful with you, we had been told before arrival what site we were renting. When we got there the staff that escorted us to the site told us that the manager moved our site even though the staff told them that we would not fit in the new site. When I saw the site before trying to pull in I told them I would not fit. The male staff member told me he new that but the manager would not listen to them unless we tried and he was able to get pictures showing that we did not fit. After many tries I was able to maneuver the fifth wheel into the spot, however we could not open the slides or the awning. On top of that we were so close the the electrical cluster for several sites that we would have hit it getting the trailer off of the truck, see attached photo. They took pictures documenting this, however the female staff member said we would have to stay in this site. We sat with the trailer on the truck for over three hours while they did nothing. They said that the manager made the decision and would not change her mind. When I asked to talk to the manager they said she works off site and she would not talk to customers. They told us to either stay in the site that they put us in or find a new park. Keeping in mind that we drove `**** miles to get there and they treated us like this after standing around for three hours, we did finally get upset and kept asking to speak to the manager which the female staff member refused. When we asked for copies of the pictures they took documenting this, they refused to give them to us. They finally offered us a two night site but said we would have to find a new park after that. We had no choice but to do that and now as a result we are spending approx. $****.00 more for our stay that we did not budget for, because of there poor business practices.
Regards,
*************************Business response
10/26/2023
I am sorry you feel that way but I stand by my response. We serve hundreds of customers each year without any issues that we have not been able to resolve. I do not believe that my staff represented themselves inappropriately or said the things you claim.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.