Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/14/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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.

  Booked a reservation for a cabin from 08/21/2024 to 08/23/2024. Had a death in the the family and could no longer make the reservation. I notified them immediately on the morning of 08/14/2024. Was told the manager had to make that decision. I called back at 2:45 PM EST and spoke with the receptionist. She stated the owners do not give refunds. ****** called me back at 3:50 PM EST from an unknown number saying he could raincheck my reservation for up to a year. That is an unacceptable resolution and proves that if they are willing to move reservation they can cancel it. They just want to keep our money.

  Business Response

  Date: 08/16/2024

  We did not all from an unknown number, we called from *** *** ****.  Policies are in place for a reason, we offered you a raincheck.  You chose not to take it, so that is your choice to not use it.  We tried!  You chose not to accept.  You agreed to our cancellation policy when you made your reservation and received our confirmation email stating our cancellation policy and if you had called upon receiving your confirmation email you would have gotten a full refund as noted in our policy.   We received your phone call 7 days prior to your scheduled date of arrival (8/14 for a reservation on 8/21 (7 days notice) .  That is within our no refund period.  See confirmation email t:emplate we send at time of reservation below

   

  Upon receipt of this email, you are confirming that you agree to our rules, terms & conditions, and cancellation policies. If you do not agree, please call us within 24 hours of receiving this email to cancel your reservation & receive a full refund! We do not refund for bad weather, that is not in our control!
  
  If you did not pay the site lock fee, there is no guarantee that you will have your selected site. We will give you a like site with the same amenities but the location may be changed if needed.
  Campsite Cancellations - If you cancel within 0 - 14 days of your arrival date you will not receive a refund. We do not refund for bad weather, that is not in our control! Any cancellation taken within 0 - 14 days of arrival - forfeit all monies; if cancelled.
  
  Cabin Cancellations - If you cancel within 0 - 30 days of your arrival date you will not receive a refund. We do not refund for bad weather, that is not in our control! Any cancellation taken within 30 days of arrival  - forfeit all monies; if cancelled.
  
  Thank you for Choosing the Hocking Hills Jellystone Park for your camping destination. We look forward to having you stay with us. If you have any questions, feel free to contact us either via email or phone prior to your stay. Our Cable TV, pool, lake, fishing, boats, & peddle carts are included in your rate. WIFI is through a 3rd party vendor, not us so their is a small fee for it. New for 2024 – Floating Obstacle Course – $10 unlimited use per person
  
  Please download the Jellystone App onto your phone to see our Themed Weekends & daily activities. Our code is hockingjp however you can simply click on your map pin to enter the mobile app (ours is near Athens)
  If you are reserving for anytime during the month of November, please keep in mind that our water is shut off to the campsites, but we do have a heated bath house with hot showers & flush toilets & a place where you can fill your tanks to use your water if you haven't already winterized your camper.
  Check in time is between 3 - 9pm. No late check ins. Please plan your trip accordingly so you arrive before 9pm. No exceptions!!
  Please Note:
  Please do not bring your own firewood across counties and into the Hocking Hills, there is a fine if you do get pulled over too. There are too many invasive bugs that are killing trees in our area and we are doing our part to keep the Hocking Hills beautiful by asking you to leave your wood home. We also want to keep our shaded sites shaded.
  Please note that our check in is 3pm - 9pm. No check ins after 9pm - so please plan accordingly to be here before 9pm.
  If you would like to check in early and your site is available, there is a $10 an hour early check in fee between 12pm and 3pm. No check ins before noon. If you arrive before 12, then the previous night fee will be applied. Please be sure to check in at the office before going to your site.
  If you are bringing your dog(s), they shouldn't be left unattended in your camper. Dogs bark and bother your fellow campers when left alone in a camper or at the site. If your dog is not a barker, this does not apply to you
  We can not allow you to bring your own boats or kayaks into our lake. Only our boats are insured for our lake. Lake Hope is only 7 miles from here, you can use them there.
  Only 1 vehicle is to be parked at your site, additional vehicles must park in visitor parking & there is a $15 ($20 on holiday weekends) per night additional charge for any extra vehicles. We prefer to have more camping sites to accommodate you than parking lots!
  If you haven't checked in by 12pm the day after your scheduled date of arrival, we will assume you're not coming & have the right to give that campsite to someone else if you haven't called to let us know you're arriving late.

   

   

  Customer Answer

  Date: 08/21/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22142973
  
  I am rejecting this response because: 
  

  No solution was offered.  The only respond I have to the business is that they never disclosed any cancellation or refund policy before/during/after booking.  We had called in to book the reservation and nothing related to any policy was given to us.  We did not receive any confirmation email of our reservation.  The only email received was the cancellation email  on the day we called to cancel.  Since the refund/cancellation policy was never disclosed to us, they are required to refund our money.
  

  
  Regards,
  
  ***** ****

  Business Response

  Date: 08/22/2024

  This is my final response.  The cancellation policy is our policy and we don't make exceptions for any reason.  Every place of business has policies in place for a reason.  We did our part and took a cabin out of our inventory for them to use.  They chose to cancel and not accept a raincheck that was offered good for one year.  We did not cancel their reservation.  We were prepared to provide the cabin experience at our campground for them and they chose to cancel 7 days prior to their arrival.  Today the cabin sits empty!  We met our end of the agreement.  We went above and beyond and offered a raincheck for a future date, given they cancelled within the no refund period and they refused our offer of a raincheck.  We tried to resolve this in a kind manner, again, most people who cancel within the no refund period are grateful for a raincheck.  In 19 years, we have never had a complaint to the BBB for any reason.  This is our policy of 19 years and it's clearly stated on our website where they found our campground and phone number to call and make a reservation.  Final response.