Hidden Valley Camping Resort

Review: On May 5, 2014, I called to make reservations for a campsite for 3 nights. Unfortunately, due some unforeseen circumstance, we had to cancel. The gentleman I spoke to offered to reschedule our reservation but because of my husband's schedule we were unable to at the time. He then offered us a refund of the amount we paid minus $15 service charge. The cancellation was made on May 12th, though I had called May 11th and left a message for them to return my call.

On the morning of May 26th, after reviewing my credit card statement, I realized we never received our refund. I called and asked about it. They said they had no paperwork on the cancellation but would speak to the owner about it and would call me back.

After not receiving a phone call back, I called them, leaving a message on the afternoon of Friday, May 27th. They did return my phone call about an hour later, letting me know that I would not receive a refund after being told I would and that they could give me a credit towards another trip to their campground. I explained that, that was not a satisfactory solution to the situation and told them that I was not interested in returning to their campground. The man I spoke to was very rude and would not listen to me. I even offered to come over in person with my three kids and get a refund in person and to speak to the owner then. He proceeded to tell me that if I did, he would ask me to leave and if need be he would call the cops. With that, I hung up.

The refund policy on their website states the following: Deposit will be refunded, less a $15.00 service fee, for any reservations canceled at least 14 days prior to the arrival date. You will be charged one night for reservations canceled with less than 14 day notice. We did cancel with less than 14 days notice (we also made the reservation with less than 14 days notice, too) and I would have given up the one night fee in order to receive my money back but that was not even an option for them.

I do find it odd that if I would have just put a deposit down of one night's fee, I would have only lost that amount but because I did not foresee needing to cancel, I paid for the full three nights ahead of time.Desired Settlement: I would like the refund of $99, I was told I would get over the phone, returned to me, however, I believe for my inconvenience and hassle that I should be refunded the full amount that I paid - $114.

Business

Response:

The Revdex.com is going to have to mail you the response. We tried to attach the response but with our bandwidth it is giving us a server error for the size of the attachment. Going to mail today. Thank you

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: Not everything in the response was accurate, though they sure made it seem like it was. I have the right to use my own Facebook page to complain about a business, whether said business appreciates the feedback or not. I have not been anything but truthful about the issues. I am sure if need be, I could provide phone records showing that I did indeed call the campground to cancel prior to when I should have arrived. They also forgot to mention that the gentleman I spoke to was left go from the campground prior to my call later in the month when I asked why I did not receive my refund. Again really bad customer service. BTW, I like how the word Pastor is thrown around in the whole thing. I'm very thankful that the Pastors in my church do not treat people the way I was treated on the phone that day.

Regards,

Business

Response:

July 9th, 2014Dear **. [redacted],While our policy is, “No Refunds for No Shows", after reviewing the circumstances surrounding the questionable date you called to cancel your stay with us, as well as the ghost employee who told you that you would receive a credit to your charge card, which again is not our policy, we are sending you a two day refund of $86.00,Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,