Canyon Springs RV Resort

First, I would like to say we are not happy to hear we have anunsatisfied customerWe are also disappointed that the customer decidednot to stay with us after booking their reservationHowever, ourcancellation policy says clearly that we do not refund the deposit if thereservation is not
canceled within days of arrival date
The guest called and booked their reservation over the phoneOurguest services employees are trained to inform guest of our cancellationpolicy and I assure you they were told before paymentFurthermore, theguest gave their email address and we emailed them their confirmation oftheir reservation, which I have included with this letterThe email has ourcancellation policy attachedThe guest confirmed they received this email
Our policy is set in place to help from losing costs such as: employeewages for booking the reservation, wages from our maintenance crewcleaning and preparing the site for the guest, and for blocking the site fromanyone else being able to book that specific siteAlso, the electric deposit iscredited back to the guest's bill upon checkout (assuming the guest haschecked in and has not cancelled their reservation)The electric deposit is tohold the site for the guest (deposit) and to insure when the guest leaves noremaining dues are left on the electric bill
The guest called the same day they were due to arriveTheir site wasalready cleaned and a chepacket was filled out and prepared for them.Our guest services employees work hard to make sure we offer the bestservices availableI cannot bend policies for a guest who chose not to staywith us because they already booked another reservation at a different RVPark, especially when our employees worked hard to make sure they wouldhave a great experience hereWe hope however that they are enjoying theirstay wherever they areWe ask all our guests to respect our policies andhope they have no hard feelings toward us

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted] my husband and I don't know anything about the 30 day policy we did not get a email from them we canceled within a day of giving our deposit. we went by and looked at the camp ground the day before and everything was clean and ready so we still feel they should give our deposit back