Chelan RV Rentals

Ms [redacted] , In response to Mrs [redacted] complaint regarding a refund for her cancelled RV Rental, I'm attaching our Rental Agreement which includes her signature pages, our email correspondence with [redacted] and other information regarding the fire situation during their dates of travelThe [redacted] RV Rental reservations were for checking in on Sunday, August 16, and checking out on Thursday, August 20, They chose not to come because of the fire in our area and they were not aloneWe had other families make the same choice, but we also had families come regardless of the circumstances around usThe fires started from lightening strikes late Thursday night August 13, The fire closest to the Lakeshore RV Park, which was where their reservations were for was on the Chelan Butte across the lake from the parkThat fire received massive air and ground support and the Chelan Butte fire was out by SaturdayThe fire did continue to burn in many other areas, but it was not a threat to ChelanIt's unfortunate that Mrs [redacted] listened to out of the area news stations and not contact the Chelan County Emergency Management officeShe would have been told that highway 97A was openHighway which is north east of us was closed because of the fireIn regards to level evacuations, we had many of those; however, downtown Chelan, Lakeshore RV Park and the north shore of Lake Chelan were never under any type of evacuationYou can confirm this by calling Chelan County Emergency Management at 509-667-We had families still choose to come to Chelan and we had check ins each day from Friday the 14th to Thursday the 20th and no one encountered a road blockWe also had people extend their vacation and add extra nights during this timeIn regards to our Cancellation Policy (pages are attached) you will see that we do not allow refunds within days of arrival unless we are able to re-rent the RV during that timeIn this situation, we decided to make an exception to this rule and offer a discount towards future rentalsDoing this allows people who chose not to come to Chelan be able to recoup all their money and our business can surviveYou will see in our email correspondence, we offered Mrs [redacted] this but she didn't think that was good enoughAll other families who cancelled their Chelan vacation were thankful for our offer for future discountsThis offer we made to everyone will not expireMrs [redacted] parting comments of finding this "unethical, immoral, and capitalizing on a terrible situation in which many people lost their homes" is way off the mark in our opinionIf we decided to stick to our current cancellation policy and do nothing that would mean capitalizing on a terrible situation, but that is not the caseWe are still going to lose every dollar of every cancellation when people come back and take us up on their discountThat's not capitalizing, that's spreading out a loss over a few years, so our small business can remain in businessPlease contact us with any other questions or if you need further information to resolve this complaintThank you for your time ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Revdex.com,I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below.I emphatically reject the proposed solution of applying the payment to two future reservationsMsD*** assertion that this is not capitalizing on an unfortunate situation is surprisingIn fact, the way they've set this "gracious" offer up will, in fact, almost certainly lead to MORE income for their businessOne credit of $(per reservation) will pay for barely nights in their most "economical" optionI know of very few families that will drive hours round trip for nights' stayNo, they are banking on the fact that this will lead to payment for additional nights, thus increasing their profits I firmly stand by my assertion that this business plan is unethicalIn fact, of the many acquaintances I've shared this story with, not a single one could believe that a small business would treat their customers this wayLakeshore RV park had no problem immediately refunding our reservation feeCampbell's Resort - a hotel down the street- publicly offered a full refund of any deposits for stays during the dates of the firesThese are ethical businesses.
I have absolutely NO desire to do any sort of future business with a company that would behave in this mannerThe "credit toward future reservations" is worthless to us, as my family will not ever patronize this business.
I will continue to pursue the legal options available to me. Regards,*** ***

Ms. [redacted], In response to Mrs. [redacted] complaint regarding a refund for her cancelled RV Rental, I'm attaching our Rental Agreement which includes her signature pages, our email correspondence with [redacted] and other information regarding the fire situation during their dates of travel. The...

[redacted] RV Rental reservations were for checking in on Sunday, August 16, 2015 and checking out on Thursday, August 20, 2015. They chose not to come because of the fire in our area and they were not alone. We had other families make the same choice, but we also had families come regardless of the circumstances around us. The fires started from lightening strikes late Thursday night August 13, 2015. The fire closest to the Lakeshore RV Park, which was where their reservations were for was on the Chelan Butte across the lake from the park. That fire received massive air and ground support and the Chelan Butte fire was out by Saturday. The fire did continue to burn in many other areas, but it was not a threat to Chelan. It's unfortunate that Mrs. [redacted] listened to out of the area news stations and not contact the Chelan County Emergency Management office. She would have been told that highway 97A was open. Highway 97 which is north east of us was closed because of the fire. In regards to level 3 evacuations, we had many of those; however, downtown Chelan, Lakeshore RV Park and the north shore of Lake Chelan were never under any type of evacuation. You can confirm this by calling Chelan County Emergency Management at 509-667-6863. We had families still choose to come to Chelan and we had check ins each day from Friday the 14th to Thursday the 20th and no one encountered a road block. We also had people extend their vacation and add extra nights during this time. In regards to our Cancellation Policy (pages are attached) you will see that we do not allow refunds within 30 days of arrival unless we are able to re-rent the RV during that time. In this situation, we decided to make an exception to this rule and offer a discount towards future rentals. Doing this allows people who chose not to come to Chelan be able to recoup all their money and our business can survive. You will see in our email correspondence, we offered Mrs. [redacted] this but she didn't think that was good enough. All other families who cancelled their Chelan vacation were thankful for our offer for future discounts. This offer we made to everyone will not expire. Mrs. [redacted] parting comments of finding this "unethical, immoral, and capitalizing on a terrible situation in which many people lost their homes" is way off the mark in our opinion. If we decided to stick to our current cancellation policy and do nothing that would mean capitalizing on a terrible situation, but that is not the case. We are still going to lose every dollar of every cancellation when people come back and take us up on their discount. That's not capitalizing, that's spreading out a loss over a few years, so our small business can remain in business. Please contact us with any other questions or if you need further information to resolve this complaint. Thank you for your time.
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]