ComplaintsforYogi Bear's Jellystone Park Camp-Resort: Hill Country
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Complaint Details
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Initial Complaint
11/14/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Firm failed to honor published prices and a price quote provided in response to an email.The firm offered an "extended stay" at the campground between January and *** 2022 at published (on-line) rates ($631-$744 per month). In response to an email, I received confirmation that although *** is beyond the special rate "season" that the rate was indeed $631-$744. When I called to make a reservation I was told that the monthly extended stay rate is only valid through *** 25 - as *** 26 is the start of the Memorial Day weekend and the summer season. I was told that I could get a camp site from *** 1-*** 25 for $631 or I could get a site beginning the last week of April (encompassing a 30 day stay) at that rate, or I could pay a holiday surcharge and make a reservation as I intended. However the surcharge for the holiday weekend amounts to approximately $591. Meaning I would pay $631 for 25 days (not 30) and another almost equal amount for the last 5 days of the month.I spoke with no fewer than three booking agents over a three day period and they were unable and extremely unwilling to help resolve the issue. I offered that if I paid the $631 rate for 30 days I should at least get a per Diem rebate against the holiday price. They were inflexible and unmoved (although one agent seemed sympathetic as she agreed that a posted rate should be honored). I was told that they would need to speak to the manager. I told them I would be willing to speak to the general manager directly; however (of course) he was unavailable. I did receive two phone calls from the firm (not the manager) both telling me that the general manager would be calling me - he never did. Curiously, after my second phone call the firm modified its web page - it now clearly states that "monthly rates" are valid between March 1 - *** 26.Business response
12/08/2022
It's unfortune that we were not able to find a resolution that would accommodate your request. This was brought to my attention and was discussed internally, but it was NOT brought to my attention that **************** wanted to speak with the General Manager. In doing further research into this situation, I discovered that the team member that primarily handled the communication with **************** is no longer with our company due to some additional issues regarding communication.
Unfortunately we are unable to have extended stay guests through the holiday weekend due to the fact that a deep cleaning has to occur prior to seasonal guests beginning to arrive for the holiday weekend. Although our policy has remained the same, we did seek to add additional language to our website after this interaction with **************** to ensure that we eliminated any future potential for confusion.
Customer response
12/09/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this is the best I could expect from this firm.The claim that deep cleaning is required before a holiday weekend may be true, but even so it would have no impact on campers already resident in the park, how could it? And I was never told that the cleaning requirements contributed to the decisions made regarding my reservatio
The fact that an employee lost her job is also troubling because the (at least three);employees I did talk to were for the most part patient and understanding.
i dont believe the response is false but it is sadly incomplete - just like the promise I received that the manager wants to talk with me.
I want to thank the BBB for their good work in exposing a business that was at best disingenuous.
Regards,
***********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.