Mr. [redacted] made his reservation for August 21-23, 2015 by phone on October 25, 2014. As part of our protocol the cancellation guidelines are reviewed verbally with the guest at the end of the call. These same guidelines are then emailed to the guest. We ask for two week's notice for a stay of this...
length as it would give us a better chance to re book the site for another guest. We find with shorter notice most folks will have already made their plans and it would be unlikely that we could recapture the booking. We received a call the morning the guest was due to arrive informing us that they wished to cancel. The call was placed by a relative of Mr. [redacted]'s who was reminded of our cancellation guidelines. The caller expressed that her son had been ill and that she (and her in-laws, the [redacted]'s) would not be able to join us. Where the cancellation was so last minute, we suggested that she call back after the weekend and if the park was full, that we would be able to refund or apply the deposits to another time. As the call progressed, our Team Leader felt that while our guidelines were clearly reviewed with the guest, due to her son's illness, she herself would not be able to join us and a transfer of the funds was granted. We did not extend that same offer to the extended family and advised the caller to contact us after the weekend to check on a possible refund. The second family was issued a partial refund on August 23, we did hold a portion of the deposit as the park was not full the first night, but was full the second evening. Since receiving this complaint, the guest has been contacted to see if they would like the remainder of the deposit refunded to the card or transferred to another date. We are still awaiting a response.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
Robert [redacted]
Mr. [redacted] made his reservation for August 21-23, 2015 by phone on October 25, 2014. As part of our protocol the cancellation guidelines are reviewed verbally with the guest at the end of the call. These same guidelines are then emailed to the guest. We ask for two week's notice for a stay of this...
length as it would give us a better chance to re book the site for another guest. We find with shorter notice most folks will have already made their plans and it would be unlikely that we could recapture the booking. We received a call the morning the guest was due to arrive informing us that they wished to cancel. The call was placed by a relative of Mr. [redacted]'s who was reminded of our cancellation guidelines. The caller expressed that her son had been ill and that she (and her in-laws, the [redacted]'s) would not be able to join us. Where the cancellation was so last minute, we suggested that she call back after the weekend and if the park was full, that we would be able to refund or apply the deposits to another time. As the call progressed, our Team Leader felt that while our guidelines were clearly reviewed with the guest, due to her son's illness, she herself would not be able to join us and a transfer of the funds was granted. We did not extend that same offer to the extended family and advised the caller to contact us after the weekend to check on a possible refund. The second family was issued a partial refund on August 23, we did hold a portion of the deposit as the park was not full the first night, but was full the second evening. Since receiving this complaint, the guest has been contacted to see if they would like the remainder of the deposit refunded to the card or transferred to another date. We are still awaiting a response.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
Robert [redacted]