ComplaintsforSandland Adventures
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Complaint Details
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Initial Complaint
07/15/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I made a reservation for my teen children, and they will not let them take the tour because they are not 18. They are keeping 8% of the reservation. This is NOT in their rules nor is it the ***************'s laws. We have been returning customers for years and will NOT be back. Called and verified with ************ Police that this is NOT a state law. There is no reason that they should not be allowed to do the tour. I reviewed all of their rules including the liability rules and there is nothing listed that they have to be 18 or have an 18-year-old present. This is not okay. I want a full refund. I had to cancel my reservation because they would not allow them to go. Therefore, this falls on a Sandland responsibility and I am owed a full refund!!!Business response
08/06/2022
To Whom it may concern,
On the 15th of July at 12:42pm ********************************* booked a reservation with our company for 4 people. Customer contacted our office at ****** after she booked her reservation about her kids going out on the tour, at first Samantha ***** know which tour she booked or what the difference was between our tours (on our website explains each individually tour that we provide and the customer chooses which tour they would like to take and has to check buttons that they understands and excepts our policies before paying for the tours). She then explained that the 4 people that were going on this tour are the following ages ****************, and a 5yr old.
She was informed at this time that they need an adult to accompany the kids, because if something were to happen out on the dunes (example: we come up on an accident & our drives need to assist, or if the kids get scared and need assistance) they need to be accompanied by an adult, we take all ages on this tour (pregnant women with no stipulations from the Doctors and infants in carseats), she said, she has a 2month old and ***** want to take it on the tour, when asked why, her response was because she ***** want to. That was fine with us, she was told we can refund her all less the 8% as it is a non refundable fee.
********************************* became very upset at us for not taking her children on this tour with out her or an adult, we have explained why we cant, explained she and her 2 month old could accompany her other kids. We refunded her $67.62 of her $73.50 that she booked.
This is not an issue that we have see happen, because most adults accompany their children as a family on our tours.
Thank you,
**********************
Sandland Adventures
85366 HWY 101
********, **. 97439
**************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.