ComplaintsforAnchor Down RV Resort

• Initial Complaint

  11/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 5/16/2022 i put a deposit of $69.18 to reserve an rv site for 11/20/2022 and checking out on 11/23/2022. Then on 10/16/2022 I called and added another day to arrive early and was charged a deposit of $23.05. On 11/12/2022, I was automatically charged remaining balance of $276.70. A total of $368.93. I was en route on Saturday, November 18 and our trucks transmission gave out. Was 3.5 hours away, had to have truck and 5th wheel towed back to Virginia. Asked Anchor Down for a CREDIT for use on future stays. ******* ( sakes rep(, advised me no and I lost my money for 4 days week! ******* advised me that she talked with ******* ***** the owner and they couldn't do anything for me. Basically "oh well", you signed a policy and we can't change it. I'm not asking for a refund. I'm asking for credit for our future stays that we had booked for 2023 and 2024. I'd even use the credit on a separate trip. Not only am I irrated with the policy which I understand show some remorse as your resort protrays "Christianity " with a fish logo and a pastor at site inviting campers to Sunday morning worship at the campground. Also irrated that the owner ******* ***** was notified of my situation and didn't bother to contact me, had her sales rep do all the talking. Thats poor business for an owner if you ask me. We've been to Anchor Down in the past, our family was looking forward to this trip that never occurred due to the trucks transmission and the expense I acquired along with losing all the money on Anchor Down. A very dissatisfied customer of your business practice. All I asked was to use the lost money for a future stay.

  Business response

  12/19/2022

  Business Response /* (1000, 5, 2022/12/06) */ This guest booked their reservation at Anchor Down RV Resort online on 05/16/22 and agreed to the cancellation policy prior to paying the 25% deposit, which was $69.18, to hold the reservation. The guest called on 10/16 to come in a day earlier, therefore an additional deposit of $23.05 was required. A new email was sent to the guest which also had the cancellation policy attached. On 11/05/22 the guest was sent a reminder email which had the policy attached, as well as instructions for Express Check In if the guest wanted to do so. The guest completed the Express Check In documents, which state that the reservation must be paid in full prior to completing the form and it had to be completed 10 days prior to the arrival date. The final payment of $276.70 was processed on 11/05/22 due to the Express Check In being completed by the guest. The guest called the resort on 11/19, which was day of arrival for the reservation booked. Guest stated at 9:35am they were having trouble with their truck, 10:11am the guest called and said the transmission had gone out on the truck therefore they may not come until Monday 11/21/22, but wanted to keep the reservation and site open for them. At 1:30pm the guest called back and wanted to cancel the reservation and move the money to their 2024 reservation previously booked. He stated he understood the cancellation policy, but was upset he couldn't make the trip and that it was costing him a fortune between tow truck and traveling expenses. Our manager consulted with the owners, who are not in the office on a daily basis, and it was agreed to offer the guest an exception to the cancellation policy. Our manager empathized with the guest and stated that as a courtesy his site would be open to the public and if any of his reservation was to be re-booked, he could have a camping credit for the amount of days re-booked. The site was not re-booked therefore the resort could not offer any credit. The resorts cancellation policy states: Full fee charged for all sites and dates if "no show" or if guest gives less than 2 days notice prior to arrival date. We do not offer full refunds. The resort did try to help the guest the best they could, even though they did not have to offer anything. As a family owned business (yes we are Christians), we take every cancellation into consideration that is outside of our policies.

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