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ComplaintsforHeritage Cove Resort
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Complaint Details
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Initial Complaint
08/01/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Heritage Cove accepted full payment for our weekend trip. We needed to move our dates multiple times due to unforeseen circumstances involving the breakdown of our watercraft. Heritage Cove offered to either reschedule or they pointed out the cancellation policy. If you cancel within 30 days you get 80% back. Today I was sent an email stating I would not get any refund, even though my reservation is 60 days away. I’d like this company to be evaluated, because I believe they’re doing this to multiple customers. They’re confidently declining my request and refuse to honor a disclosed policy listed on their website.Business response
08/14/2023
Customer had a reservation scheduled with us for 7/15/22 and called to cancel her reservation on 7/14/22 at 4:16pm due to her watercraft not working. We let her know that due to our cancellation policy she would not receive a refund but we could kindly try and reschedule her reservation to another date so she would not lose her money spent due to the inconvenience of her watercraft not running. She decided to go ahead and reschedule for 8/19/22. She called again on four more occasions to change her reservation to different dates always a few days before scheduled to arrive. On 7/31/23 she called again and requested to cancel her August 18, 2023 reservation due to her watercraft still not working. She was told she could cancel or reschedule and if she canceled she would only receive 50% of her money back due to our cancellation policy. She decided to again reschedule to Oct 2023. On Aug 1, 2023 the following day we received a voicemail from Mrs. ****** and called her back. She stated she wanted to cancel the Oct reservation and would like full refund. We tried to explain that after reviewing her account we realized that this was not her original reservation so she would not receive any refund. Our cancellation policy applies to her original reservation and she was aware of that policy and that is why she continued to reschedule each time and not cancel. We only rescheduled the reservation to try and help the customer since she stated her watercraft was broke down. We kindly tried to reschedule her reservation for her multiple times over a years time. Per our policy she is not owed any refund. Any questions please call ###-###-#### and ask for Alicia. Thank youCustomer response
08/15/2023
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.
Our family rescheduled with the hopes of making the trip to visit, however after the poor customer service and the way we were treated, we will not ever want to visit the business. We had full intentions of camping at Heritage Cove. We were willing to lose the 20% payment if we had to cancel, but we wanted to experience the trip. Furthermore, the website describes the cancellation policy, and the business is not honoring their own policy. I have provided the email communication showing as such. This business is acting in the interest of changing rules as they see fit, instead of following their own policy. This is not acceptable, and I believe it's unlawful.
Regards,
****** ******
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.