Attached please find a copy of the email communications.The message I received from this person was not clear that she actually wanted to cancel at the moment. She ended the communication with the question "what is the cancellation policy?" rather than a clear statement of "cancel the...
reservation". My response was to inform her of the need to call the office to cancel the reservation. If you read through the pages you will find that her communication was a forwarded email with the reservation confirmation attached. This is the email that she received and then forwarded to me that clearly states that text and email cancellations are not accepted. It is also proof that she was in possession of the cancellation policy indicating that email cancellations are not accepted.This information is also on the webpage where she made her online reservation. When making an online reservation one must mark the box stating they have read and understand the cancellation policy which clearly states that text and email cancellations are not accepted. When making an online reservation, this box must be marked or the reservation system will not proceed to the next step. The fact she was able to complete the online reservation process indicates she marked the box indicating she read the cancellation policy. This person claims she did not read the email response from me. She also failed to ensure the email was actually received. She also failed to ensure the cancellation was made. Sadly, her lack of follow through resulted in a preventable situation involving loss of deposit. I can not take responsibility for another person not following up on their commitments and communications. I shall not be issuing a refund. It is not in my power to issue a credit for use at another KOA campground as each one is owned and operated separately. Not accepting an email cancellation is a National KOA Corporate policy. As a KOA franchise campground we follow corporate guidelines and policy.Sincerely,[redacted]-[redacted]Owner
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that the proposed action to do nothing would not resolve my complaint. It was clearly noted in my e-mail dated 8/6/15 that we needed to cancel the reservation. A 500lb engine fell on my husband's foot and he required surgery. it was not vague in any way. I assumed that the reservation was cancelled. The response that she hoped my husband felt better clearly suggests that they were aware of the issue at hand. This was extenuating circumstances. I did not have the luxery of checking my e-mails. My husband had surgery and he could not walk. Meanwhile, my 13 year old son was experiencing seizures (due to the stress my family was under). I Based upon the Statue of Frauds, all business contract over $500 need to be in writing. As such, a wrtten e-mail should have been sufficient. If they somehow thought my e-mail was unclear, they could have simply called us. They obviously had our phone number since they called us on 8/ 23/15. We offered to split the difference, however they have been unreasonable. This campsite and KOA rely heavly on word of mouth and social media. If this can't be resolved amicably, they leave me no choice but to alert all media avenues available to me. This is not a best practice for any company
Regards,
[redacted]
Attached please find a copy of the email communications.The message I received from this person was not clear that she actually wanted to cancel at the moment. She ended the communication with the question "what is the cancellation policy?" rather than a clear statement of "cancel the...
reservation". My response was to inform her of the need to call the office to cancel the reservation. If you read through the pages you will find that her communication was a forwarded email with the reservation confirmation attached. This is the email that she received and then forwarded to me that clearly states that text and email cancellations are not accepted. It is also proof that she was in possession of the cancellation policy indicating that email cancellations are not accepted.This information is also on the webpage where she made her online reservation. When making an online reservation one must mark the box stating they have read and understand the cancellation policy which clearly states that text and email cancellations are not accepted. When making an online reservation, this box must be marked or the reservation system will not proceed to the next step. The fact she was able to complete the online reservation process indicates she marked the box indicating she read the cancellation policy. This person claims she did not read the email response from me. She also failed to ensure the email was actually received. She also failed to ensure the cancellation was made. Sadly, her lack of follow through resulted in a preventable situation involving loss of deposit. I can not take responsibility for another person not following up on their commitments and communications. I shall not be issuing a refund. It is not in my power to issue a credit for use at another KOA campground as each one is owned and operated separately. Not accepting an email cancellation is a National KOA Corporate policy. As a KOA franchise campground we follow corporate guidelines and policy.Sincerely,[redacted]-[redacted]Owner
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that the proposed action to do nothing would not resolve my complaint. It was clearly noted in my e-mail dated 8/6/15 that we needed to cancel the reservation. A 500lb engine fell on my husband's foot and he required surgery. it was not vague in any way. I assumed that the reservation was cancelled. The response that she hoped my husband felt better clearly suggests that they were aware of the issue at hand. This was extenuating circumstances. I did not have the luxery of checking my e-mails. My husband had surgery and he could not walk. Meanwhile, my 13 year old son was experiencing seizures (due to the stress my family was under). I Based upon the Statue of Frauds, all business contract over $500 need to be in writing. As such, a wrtten e-mail should have been sufficient. If they somehow thought my e-mail was unclear, they could have simply called us. They obviously had our phone number since they called us on 8/ 23/15. We offered to split the difference, however they have been unreasonable. This campsite and KOA rely heavly on word of mouth and social media. If this can't be resolved amicably, they leave me no choice but to alert all media avenues available to me. This is not a best practice for any company
Regards,
[redacted]