ComplaintsforRubidell Resort Condominium Association, Inc.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On March 16, 2022 I called, made reservations, and paid for 2 campsites for two nights each for the dates of September 16 and 17. I spent quite a bit of time with the women who made the reservations picking waterfront sites. This was extremely important to me. I called in March to be sure that I got waterfront sites as I was warned they fill up fast. I paid them $295.40. That's a lot of money. We reserved sites 141 and 142. Now when I called to confirm check in times, they are saying that we have sites 41, and 42 that are nowhere near the water and not very good sites at all. The receipt that I was given shows the sites at ***** and *****, which is very misleading. They said that since then they had filled the waterfront sites and cannot honor my reservation for the site and they refused to offer a refund. They told me that the woman who made reservations with me has since been let go from teh company for mistakes. My reservation should be honored since it was made before anyone elses. That is their employees mistake and they should make it right.

  Business response

  10/07/2022

  BBB COMMENT BY STAFF SKW:

  The receipt clearly states what cabins she had. If she doesn't pay attention thats what she paid. 

  Customer response

  10/17/2022

  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.
  
  This one sentence response speak volumes for managements refusal to take any accountability for their business and employees.  My previous complaint went into details of which they didnt even bother to respond.  Their response was rude and unprofessional.  

  When I initially called the woman who answered told me that the person who had initially made my reservations with me was let go due to other numberous mistakes of this same kind.  Managment is just ignoring this and not taking accountability for their employee's mistake.  I would suggest READING the complaint in full and giving it the attention that it deserves.   The cost for these sites is over $100 per nite per site. This isn't chump change.  Our family saved up for this vacation.  

  I also have some additional comments to add.  I called the manager back a second time shortly before I filed this complaint trying to explain AGAIN what had happened.  He didn't care and was rude.  He acted like it was completely my fault.  I told him this was unacceptable and that I would be filing a complaint with the BBB and also leaving comments on several social media sites explaining what had happened so others would be aware.  He told me specifically, "If you do that, I will not give you any of your money back".  That's blackmail.  ************ is also fraudulent.  When I initially called the manager I spoke with said they wouldn't even consider giving me my money back becasue that's their policy.  So, basically their employee sold me a specific spot and by taking my money and not giving me what I paid for is fraud.  I gave them a chance to make this right, but will be pursuing fraud charges now as soon as I'm finished with this response.  

  My family ended up staying at this resort that weekend as we had make plans for an event that we weren't cancelling.  The two sites that were given to us weren't even side by side. They were ACROSS the street from each other.  We have small children who couldn't even go between campsites without being walked across the street.  ************* we had to stop them.  It's unsafe, I would NEVER have reserved two campsites for my family that weren't next to each other.  I reserved these site 7 MONTHs ahead of time specfifically to get the sites that we wanted. 

  We also added an additional night after we got there, so stayed that following Monday as well.  I called the reservation number and paid for two additional nights.   The women who took the reservations didn't update our entrance key so three people in our party got locked out of the campground when they went to get wood.  There was nobody at the gate and the store was closed.  We had to drive up the the gate to manually let them in.  After all of that inconvenience, about an hour after they got back in someone on a golf cart came and gave us a $50 ticket! The next morning on our way out, we stopped at the reception area and explained what happened.  The women who was there was the same one who i had payed for the extra day.  She apologized for making the mistake and said that usually when she programs the key cards, she adds a couple extra days in case of these situations but hadn't done that for us.  She called the manager, who again took absolutely no accountability and said there was nothing he was willing to do and we would have to pay the fine.   The fine was on a piece of paper listing all sorts of violations and charges.  For one we never received this paper to even be aware of ANY possible fine, but the fine we were given wasn't even listed on there. It was handwritten on the bottom of the form as if they can just decide on their own what they wan't to charge you for.  They aren't police officers.  

  I will also be reaching out directly to higher management for this resort now.  Someone with more accountability and authority and more concern for their customers. People can't just be brushed under the rug and be considered inconsequential. 

  W

  Regards,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩