ComplaintsforRivers Fork Lodge & RV Park

• Initial Complaint

  08/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I stayed at this campground 8/22/21 until 9/19/21 @ a rate of $700/mo. When we got our credit card statement, we had been charged $1317.12. We caught this just before we left. We went to speak with ****** the Property Manager and he agreed that we had been overcharged by $700. He said the computer had charged us daily and not for the month. He said he didnt know how to do a refund but would get with the owner and get it taken care of. At that time we made reservations for this year and ****** requested a $140.00 deposit which we gave him. He was still work*** on gett*** the refund processed. My husband finally told him if he would write us a letter that they owed us $700.00 we would be ok with them hold*** it until they figured it out or we would show the letter when we came back and they could just remove the $700 from whatever this years charge would be. ****** sent my husband an email indicat*** this. We didnt think anyth*** more about it until we had to cancel this year. We sent notice on June 20th that we would not be able to make our August 1st reservation. We were within the 14 day cancellation policy so we knew we would probably lose our $140. We received an email back that *** they had refunded our $140 deposit but were keep*** the $700.00 they owned us from an overcharge the prior year. When we protested they offered to put it towards a future stay. We declined. We have since, called and emailed multiple times request*** our money and they are not reply***. This $700.00 was not a deposit of any kind, it was an over charge caused by their mistake. When they asked for a deposit, we gave it to them, $140.00. Now they want to keep our money. If we had known this would happen we would have told them it has to be refunded before we leave. This is the first time we have had a problem with any campground and we are full time RVers. At this point we need your help in gett*** this resolved. I have also left phone messages. **

  Business response

  09/20/2022

  Hello,
  
  We are terribly sorry to have an unhappy guest and are happy to present more details in regards to the complaint.
  
  Our cancelation policy is as follows
  Reservations may be changed or cancelled at no charge up to 14 days before your scheduled arrival date. Please note that changes to the reservation will be subject to availability and any rate differences. Cancellations less than 14 days before arrival forfeit entire charge plus tax.
  
  Although there has been miscommunication in regards to the agreed upon rate, we have honored the agreement that was made. We agreed that a $700 credit would be applied to the account for a future stay which is still available. However, it is a credit towards a future stay, not a cash deposit as has been described. The $140 deposit from last year has been refunded. All of our prices are clearly stated and available online.
  
  Our policies are inline with industry standard and it is not normal business practice to issue cash refunds without penalty when cancelations are made within the 14 day arrival date.
  
  We are sensitive to the fact that that it is hard to forfeit a sum of $700. We have been very clear that the credit would remain available for any future stay, and have encouraged our guest to use that credit.
  
  We understand that sometimes our guests will need to cancel or move reservations and always do our best to accommodate. We feel regretful that our solution in this case has not been satisfactory.
  
  Best,
  
  **************
  Rivers Fork Lodge
  

  
  

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