ComplaintsforColden Lakes Resort

• Initial Complaint

  03/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We paid a $600 deposit in October of 2023 to secure our seasonal campsite with Colden Lakes. In November 2023 the campground was sold to new ownership. New ownership raised rates drastically and changed all rules. When I questioned these rules they then told me on March 18 of 24 that they wanted me to vacate the property without giving me my deposit back and had no solid reason. They did not like a social media post that I made asking a very concerning question about the property being open the the public.

  Business response

  03/19/2024

  Good morning ******* & BBB,

  It is unfortunate ******* feels like this request to vacate the Colden Lakes Resort is due to one social media post. Kristen's behavior/conduct on a telephone call with the general manager a month ago was irrational, hostile, and troublesome. ******* attempted to intimidate the management team by continuously raising her voice, interrupting, and using foul language. Due to this telephone call, emails, and multiple negative social media post the owner & management team is not allowing the ******** family to renew their site license at the Colden Lakes Resort. The family will need to move their belongings off site #67 by April 1st at 5:00 p.m. The family signed and agreed to paperwork stating a refund is not allowed; therefore, the family will not be provided the $600 dollar refund. 

  Respectfully, 

  Colden Lakes Resort Management Team 

   

   

  Customer response

  03/25/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I did not have any conversations with management that were irate, malicious or hostile. I’ve had two conversations with the manager, Stephanie. The first call was to ask when we would receive our new 2024 rate so that we could prepare and the second call was to inquire about the availability of vacant sites. We had interest in moving our site. I replied to a post on social media asking about the updated policy for gates and public access into the campground.Last week the owner investigated this matter and mitigated the issue offering us to stay at the campground as seasonals. We thank the owner  for his accommodation to vacate when the weather and grounds are reasonable in addition to his professionalism and recognition of a situation that was not properly handled by management.My spouse and I are not sure what happened to cause all of this. I truly believe that there was a mishap, and I was mistaken for someone else that angered and provoked the manager in the past. Given this circumstance we do not feel comfortable returning to the campground. This is unwarranted. We would like to kindly request an exception for our $600 deposit because we have been put in this situation that we did not ask for due to no misstep of our own. Regards, ******* ********

  Business response

  03/28/2024

  Thank you for connecting with me regarding this BBB Case. ******* ******** confirmed in her response below that it is indeed her & she is not mistaken for someone else. This is not a mishap. Her aggressive communication style will not be accepted at the Colden Lakes Resort.  She is the only current seasonal camper who requested to move sites & belittled me due to not being on the active interest list.As the management team, we will not issue a refund, however, they are more than welcome to connect with the owner, Keith T****** to discuss the refund further. Thank you,Colden Lakes Resort Management

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