Flamingo Lake RV Resort, Inc.

On Sun/7-10-I responded to the front office in reference to a complaint about water park passes. Upon arrival, I met with the office personnel who advised me that they had sold water park passes to a family named ***. I observed the name with the slide card numbers next
to the name. I contacted the customers involved who were sitting in the lobby of the office. They stated that they were there to pick up their water park passes that were not given to them when they were purchased. They gave me the name of ***, which I showed as being given out. I went to the water park and found where two of the cards had been turned in for water park arm bands. I returned to the office and explained to the two customers in the lobby what I had found. One of the men stated to me that he was on vacation and that he didn’t want to be at Flamingo Lake RV Resort. He also started cussing at me and my staff in the presence of the other customers. I instructed the *** *** to give him a full refund of $which was done. I had one of the outside employees go with the customers to their picnic site to ensure the cussing hollering did not continue. At no time did the outside employee engage with the customers. When the other members of their party found out that the others didn’t want to stay in the park, they decided to leave also. I was unaware that this was occurring until I received a phone call from the office asking if we should refund them their money. I instructed the *** *** to give the family a full refund of their money. This is not a common practice of ours, especially after they were on the water park attractions. I felt it necessary to give full refunds to the entire family to avoid any further conflict *** *** *** ***

Guest called in to cancel reservation because they did not have enough money for the weekend food and ect*** explained the cancellation policy many times, card was than charged the full stay amount, after *** hung up with guest the guest called back to tell her that the card was lost/stolen
so she could not pay for the site, *** explained to guest that card was already charged and went through, at this point the guest said she would just come in than because the site was paid for, *** told the guest that we needed to know asap so we did not double book site and could reinstate the reservation for her if she did still want to come in....now at this point the guest could not make up there mind about coming in or not...*** said the guest never called back to confirm if they we were coming in or not so *** left reservation in canceled state......Our cancellation policy reads as follows:Please take notice of our cancellation policy All cancellations due to weather, illness, family matters, RV problems, etcor just change your mind, will be subject to a fee.There will be a one day charge for cancellations 4-days prior to your arrival date, If canceled days or less prior to your arrival date the full reservation fee will be charged for daily R.Vsite rentals

Company's response below:From: Flamingo Lake RV Resort *** *** ***>Date: Fri, Apr 22, at 10:AMSubject: ID ***To: *** *** ***
After review of policy, we found that it is listed
in our book that you may not check in after 12:00am but not on confirmation email or website, so we are going to refund his money We do have a policy of NO refunds under any circumstances, but we have made an exception under these circumstances

To Whom It May Concern,
*** *** Made Reservations on Jan 22,
2015. When he made the
reservation he was explained
our cancellation policy. If
cancels 4-
days of his arrival he would have to pay a one night cancellation
feeIf
cancels within day of the arrival the full reservation is due.
He called to cancel and we give him the option
to change the
reservations instead of charging him a cancellation feeWe
normally to not
offer that option. He did
change both
reservations, he said to Novemeber but we have in the computer
September He called to
cancel that reservation. We
let him know it would be a one night cancel
fee regardless of when he cancels because he changed the dates
with in the
period of the first reservation. He
only
cancelled one reservation and we charged the night fee $60. He did no show for the 2nd
reservation
that he said he made for his ***.
He
said he forgot about that reservation.
He was told since it was a no show he would have to pay the
full
reservation fee of $180. He
explained
what had happened and the exception was made to only charge the
one night
cancel fee as if he cancelled it at the same time as the other
reservation. We feel we
have been more
than fair with this customer, we have went over and beyond by
letting him
change the dates.*** ***

I am rejecting this response because: This is
not what occurred. I called the company telling them the card was reported
lost. [redacted] was rude and would not let me explain or get a word in. [redacted]
told me the site was paid for and to come in. I explained the charge was not
mine and should not have been applied to my account. She repeatedly said to
come in and it was paid for and the card went through. I said I didn't even
have money to come if I wanted to! I couldn't buy food etc, this was not a
planned charge and it was NOT authorized. She would not do anything to help
other than say it was not her problem. I did call back and say that if I am
going to be forced to pay for something unauthorized then I might as well come
in. She said she cancelled it and I was being a problem and security would meet
me at the gate. However, again this was not authorized the card was reported
lost and should have never been charged to my account. I decided I would let
the fraud investigators at the bank handle the situation. She was aware that my
card was reported lost I explained that to her. It is not something that was
planned and was not a "planned expense". Anyone who has been a victim
of fraud does not have that kind of spare money laying around . Especially to
stay at a campsite they did not reserve. My card was not in use by myself since
Thursday the incident occurred on Saturday. I have never had such dealings with
a company and never been treated in such a way before. The treatment is very
unfair and when they were notified that the charge was unauthorized then it
should have been removed. Companies cannot charge people whatever they want to
charge without their consent. Fraud investigation was opened by my bank and
indicated this was a signature charge. I have never been to this place a day in
my life. I am not the type of person who would make false accusations. However,
it is very warranted in this situation.v
Regards,
[redacted]