Complaints

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Tuesday July 18, 2023 I made the second and final payment for a campsite. Two hours later I was told my daughter was unable to come. She has a blood condition. I called the business immediately to cancel. It is a very busy week in ************ in addition to middle of summer it is Family Week. They undoubtedly will re-rent that site immediately. The woman was nasty and refused to talk to me other than to tell me they'd be keeping my $600. I live on a small fixed income and was already nervous about this vacation. The loss is big for me. I have also written to her and she is stubbornly refusing. Their policy reads a bit ambiguously seeming to imply they would keep $20. In any case the fact that they can re-rent makes my misfortune a windfall for them. It seems like plain cruelty and greed.

  Business response

  07/19/2023

  The guest, **** was scheduled to arrive on 7/22. She electronically read, reviewed and signed the confirmation accepting the terms and conditions of the site on 6/17/23. The guest called and emailed her cancellation on 7/18 stating her daughter could not join her - no other explanations or reasons given. 

  We require payment in full within 7 days of arrival. We require any cancellation notice at least 7 days prior to arrival. She called in her payment on 7/18 and later called to cancel. She is outside of the cancellation period and knows that because she signed confirming the reservation. This is our cancellation policy:

  22.CANCELLATION: All reservations being cancelled are subject to a $20.00 processing fee. All requests to
  cancel must be made in writing and sent to: ************************************************************ All reservations cancelled must
  be cancelled at least seven (7) days prior to the arrival date or the WHOLE DEPOSIT IS FORFEITED. All
  refunds are issued by US check and mailed within 30 days of written request.

  It's been the same policy for 8 years. It's published on our website and on the confirmation the guest receives. She is hoping to get around our cancellation policy. 

  She last visited our property in 2016 and it was the same rules then. Her plans changed and her daughter could not join her on vacation. She cancelled outside of the cancellation period and is not entitled to a refund.

   

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