Complaints

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• Initial Complaint

  Date:06/18/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On May 28th we checked into a cabin with our 3 young children around 4pm. Had a wonderful evening that quickly turned. We discovered a bed bug infestation resulting in us having to pack the kids up and go home a little before midnight and leaving our belongings. My 2year old was covered in bites all over his torso. My husband went back early morning to bag up our belongings. We spent the next 3 days cleaning all of our belongings top to bottom. Spent a lot of money at the laundromat to clean our clothes to ensure we did not bring them into our home. We also left many of our belongings and had to get rid of a lot of items such as 3 car seats, a pack and play bed, 3 comforters and pillows, 2 packs of diapers and other misc items. When we called the campground in the morning to let them know, their response was ok we will refund you and let someone know. There was no sense of empathy or concern. It wasnt until I called back later that they finally gave me the GMs contact info to reach out. I had a conversation with him to explain the situation. He told me corporate policy was to refund but to email him a list of items we had to dispose of to see what he can do, which I did and am still waiting for a response almost 3 weeks later. Im disappointed in the lack of communication/concern for the matter

  Business Response

  Date: 06/29/2024

  Good Afternoon,

  We have double-checked the contact information for this person and have no record of any guest by this name staying with us. Interestingly, the complaint states that they were given the direct contact information for our general manager and identifies him as male. However, ***************************, our general manager, is female, and none of our guest relations staff would ever provide her direct contact information to a guest. As the assistant general manager, I am the liaison between guest complaints and my superior, ********. Similarly, my direct contact information would not be disclosed to a guest. Whenever a guest calls with an issue, our guest relations staff takes a message, and I respond via the front desk call line. I have never spoken to anyone regarding an issue with bed bugs.

  Moreover, if there were ever a bed bug issue, I would not simply respond with, "I'll see what I can do," and then request them to email me a list of damaged items. Bed bugs are a serious matter, and I would promptly notify our general manager, park services, and housekeeping staff to handle the matter immediately and appropriately.

  Additionally, to prevent such situations, we hire a third-party pest control company on a weekly basis to inspect all our lodging facilities. Over the past three-plus years of our contract with this pest control company, we are pleased to report that there have been no findings of bed bugs on our property.

  Best Regards,

  *********************

  Assistant General Manager