ComplaintsforYogi Bear's Jellystone Park Camp-Resort

• Initial Complaint

  06/17/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  I made reservations online 05-20-24 for 2 RV sites for June 13-16, which I thought would be side by side. Since I didn't pay extra to lock in a certain site, the site numbers aren't provided until you check in. They assigned 2 sites separated by 1 site. Why???? My husband and I have a camper and then my daughter with her family with 4 small kids in a camper. The kids had to avoid the site in between us since someone was on that site. There were other sites they could've put us on that would've been side by side. Confirmation #: ************  *Bath houses were not clean *Employees nor guests observed the speed limit through the campsite while driving golf carts. *The splash pad was under renovations or repairs, not sure what was going on because they don't make you aware via the website or reservations. *The slide to the lake and jump pads in the lake had been removed. They were replaced with lily pads and paddle boats. Over half of the paddle boats didn't work. *Nothing was accurately listed or listed at all. IE store hours, game room hours. *The water at the dump station nearest our site shot out water from 5 spots. *Our reservations lists rules for the park which were not enforced. Such as the following: #Must be 16 to drive golf carts on premises, and must have a valid driver’s license. Some children were definitely not 16 and were driving at alarming speeds. #NO ATVS but I saw several. #NO tents allowed on sites with an RV or cabin. The campsite beside of us had an RV and tent with people staying in the tent. #2 vehicle minimum but the campsite beside of us had 6 vehicles and 2 golf carts. *NO tents on the same site with an RV I tried emailing Sun Outdoors using the email address below which was on my receipt but it bounced back as undeliverable. ** ********** **** ******* ****** ******** ** ***** ****** ****************************** I did complete a form via their website 06-16-24 but no response yet.

  Business response

  06/21/2024

  Thank you for taking the time to share your feedback about your recent stay at Jellystone Park in Natural Bridge, VA. We sincerely apologize for the inconveniences you encountered and appreciate your detailed comments, which help us improve our services.Regarding the site numbers, we understand your frustration about not being placed side by side. Since site numbers are only guaranteed if the site lock fee is paid, we sometimes face challenges in accommodating every request due to availability and reservations made by other guests. However, we will work on improving our system to better cater to family groups like yours.We apologize for the inconvenience caused by the splash pad being under repair during your stay. Repairs are sometimes necessary to ensure safety and functionality, but we should have communicated this more effectively. We will update our website and reservation system to reflect any future repairs or closures accurately.The Wibit in the lake was removed last year, and we did update our website accordingly. We will double-check to ensure all information is current and clearly communicated to our guests to avoid any confusion in the future.Regarding ATVs, we do not allow them on our property. If they are found, our staff is instructed to request their removal. We will reinforce this policy with our team to ensure it is strictly enforced for the safety and comfort of all guests.Below please find our policies listed in our Rules and Regulations page on our official website:All site numbers are subject to change prior to arrival unless a site lock fee was paid with your reservation. Only certified RV types are permitted unless prevented by specific site constraints, this includes Class A, B, and C Motorhomes, 5th wheels, and travel trailers. We reserve the right to inspect any personal property that you bring into the resort, and we may refuse access if your property is not properly constructed, is unsafe, or is unsuitable for the resort. Tents, pop up campers, and conversion vans are only permitted on designated sites. Sites are designed to accommodate one unit at a time. Only one "pup" tent may act as a secondary unit on a site at the discretion of Sun Outdoors as site size allows, and must be taken down during the day. One dining canopy tent is permitted, but may not be up in conjunction with a "pup" tent, and must be properly secured at all times. Sites must be cleaned up of garbage and debris prior to departure. Additional charges may result for sites requiring additional cleaning.We reserve the right to close any facilities at our discretion without prior notice, and without refund of any fees or other amounts paid for the reservation. We reserve the right to close any facilities at our discretion without prior notice, and without refund of any fees or other amounts paid for the reservation. Each guest owning a golf cart is solely responsible for ensuring that all operators of the golf cart are a minimum of 16 years of age and possess a valid driver's license (moped licenses, learning permits, etc. are not acceptable).

  Customer response

  06/21/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ******* *****I also supplied the same rules/regulations and was well aware. I didn't pay a site lock fee because my understanding of that statement is to reserve a preferred spot which I would've picked. I didn't require that and because I made the reservations at the same time, same name, I would've thought they would be together. There was in deed plenty of open back in spaces with full hook up like I paid for that we could've been placed side by side. Also, without enforcing your rules, you jeopardize the safety and well being of the other guests. I really think I should be compensated for the inconvenience of not placing both sites together. Thank you.******* ***** 

• Initial Complaint

  09/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 12 I reserved a cabin for September 16-18 2022. We paid in full at the time of reservation $149 per night plus fees and taxes. One week from out mini vacation I checked their website for some info on the cabin. It was then I found the cabin cost had decreased by $60 per night to $89. Called and asked for the current price (Pre labor day) to the current rate (post labor day and was told since I reserved in August, the charge is August pricing and we could not get a refund. This is very disappointing. I have rented other places many times in the past and was always charged the rate for the date we were staying not the rate for the day the reservation was made!

  Business response

  10/10/2022

  Good Afternoon, The $149 rate per night for the weekend of 9/16-9/18 is correct and had a discount attached to it too.  Our $89 rate that our guest saw online was for a weekday rate, which is from Sunday - Thursday.  The weekday rates in the off-season are less than the weekends and that is what the guest saw when they went back in to get the information on the cottage.  We are always happy to work with our guest when the rates are reduced prior to a stay; however, we are not able to offer a refund on the difference in rate from a weekday stay versus a weekend stay. Thank you,***** *******

  Customer response

  10/11/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. The business needs to be very clear on their rates. I have noticed they change often from $89 to over $200 for the same space. This should be consistent in order to make plans for a stay in the future.  Regards, ***** ********

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