Business ProfileforRaccoon Mountain RV Park & Campground

RACCOON MOUNTAIN RV PARK AND CAVERNS First let me say I have been camping since the 1960s, and in pop-ups in the 70s with my family. I currently own a 40 ft Momentum toy hauler and it is the third camper my wife and I have owned. In all my years of camping, I have never written a bad review on a campground....until now. My wife and I booked a long camping trip throughout to United States to celebrate her retirement from law enforcement. All campgrounds were booked by me in early 2021 and the trip began in April. One of these campgrounds was Raccoon Mountain RV Park and Caverns, 319 West Hills Drive, Chattanooga, TN, which was scheduled for our return leg. We booked a pull through site for Oct 3-10 and had to pay in full at the time of booking (January 2021). We were on our way from our campground in Jackson, TN to Raccoon Mountain on Oct 3 when we got word that my mother in FL had taken a serious turn for the worse after an accident and was expected to pass away anytime. We were 30 minutes from Raccoon Mountain RV Park when I received this call. Needless to say I was going to have to bypass Chattanooga and head straight to FL. Rather than call, I stopped by Raccoon Mountain RV Park to let them know the circumstances and why I could not stay. It was obvious that prior to receiving the news about my mother I planned to stay there as I had my 40 foot toy hauler with me. I was immediately informed that it is the manager's policy that there would be no refund. I informed the woman working the desk that I understood it was an immediate cancellation and that the policy was no refund, but under the circumstances I felt it very "cold" to dismiss us in that way. . I asked if at the very least they would refund any days the spot I reserved was filled by someone else since campgrounds are so booked that time of year. This woman, who I believe was named Donna, was very compassionate and friendly, advised she would ask the manager, Rene, if an exception could be made. Bottom line was Rene's answer was "no, no refunds", even if they book the site to someone else. I decided I had more important things to do at that time considering my mother was dying, so I departed and drove to SC for the night. On the following Monday I received a call from "Donna" advising the manager, Rene, had changed her mind and would issue a 90% refund. I thanked them and the following day I received a voicemail from "Donna" saying they needed my credit card number so the refund could be issued. I returned the call and provided the credit card information to another office employee whose name I did not get. She was expecting a call from me with that information though. After one entire month with no refund, on November 10, 2021 I telephoned the office to find out where the refund might be. I was told through an employee whose name I did not get that according to the records Rene did not authorize a refund but would allow me to camp provided it was before the end of this year (next month). Obviously this is impossible as we're busy settling my mother's estate, who passed several days after my first encounter at the office of Raccoon Mountain RV Park. I asked the employee to ask Rene about it as she may not recall the circumstances as to why she authorized the refund. Rene, the manager of Raccoon Mountain, flat out lied and said she NEVER authorized a refund. I asked if that were true then why would she need my credit card information. She could not lie her way out of that. I was told Raccoon Mountain RV Park would never have reason to call and ask for my credit card number. Well they did. From just its appearance when driving through Raccoon Mountain RV Park it was a somewhat shabby campground. Roads were narrow, construction was going on, people had fences in front of their campers so their dogs could run and bark. It seemed more a rundown trailer park than an RV Park. Definitely not "big rig friendly" in my opinion. That aside, there is NO excuse for the dishonest, unethical, uncompassionate, cold natured way Rene as the manager of this "RV Park" treated us, or the lies that came later. It should be noted that I never was allowed to personally speak to Rene; all communications were through her surrogates. I even left a message for her to call, and of course that never happened. I should have been suspicious of any park that requires a total payment up front. It seems that the policies and deceit of Rene and Raccoon Mountain RV Park may have cost me the price of a week of camping, but perhaps if my complaint goes on file with your agency if I can save any of others from experiencing this despicable place and save them some money.