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Lake Raystown Resort and Lodge

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Reviews Lake Raystown Resort and Lodge

Lake Raystown Resort and Lodge Reviews (3)

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 complaint. For your reference, details of the offer I reviewed appear below
Whether one makes a reservation on-line or via telephone, the policy is still the same. This company requires a pre-payment in FULL for all reservations and a minimum forfeiture of 20% on cancellations more than days from the date of stay. There is no alternative to this. This company can obviously re-rent those properties within that time, but they are keeping hundreds of dollars for people who need to change their plans. It's exorbitant, and just bad business practice. Our party lost over $to their despicable practices, and I will decry their poor policies on every Trip Advisor and YELP site I can find. The forfeiture is outrageous, and I will always feel like we've been robbed. They may have legal protections for their cancellation policy, but I hope they will reconsider their inordinate practices or else go out of business
Regards,
*** ***

June 13, 2015Revdex.com [redacted]
[redacted]VIA FACSIMILERE: Complaint #[redacted]Dear [redacted],This letter is in response to the complaint filed with the Revdex.com by [redacted] that was assigned ID #[redacted].I do apologize for the...

delay in responding. We never received a copy of the complaint the first time that it was sent.[redacted] made her reservation via our online reservation system on March 31, 2015. Online web reservations are processed completely online without any interaction with a "live" telephone reservations! [redacted] made her online reservation (Confirmation #[redacted] for Oak Park Cottage #4) at 10:25pm after our office closed for the day at 4:00pm. All online reservations are assigned an ID of "V1 WEB." Please refer to Attachment #1. When a guest chooses to make an online reservation, they must first "click" to agree to our cancellation policy before their reservation is completed and their credit card payment is processed. Please note that reservations completed by a "live" telephone reservations are assigned an ID of the reservationists first name and last initial.  To visualize the difference between online reservations and those that are made by a human reservations - please compare the ID on Attachement #1 to those on Attachment #2, Our cancellation policy is as follows:If you cancel more than 90 days prior to your scheduled arrival an 80% refund is offered. Cancellations received between 89-31 days prior to your scheduled arrival, a 50% refund will be given. Cancellations received less than 30 days prior to arrival will not receive a refund. Guests can always reschedule their stay at Lake Raystown Resort without losing any of their deposit for just a $25 rebooking fee.This information is displayed during the process of making an online reservation and all guests that choose to make online reservations must "click" to agree to the policy in order to complete their reservation. The same information regarding our cancellation can be found on our website at www.raystownresort.com under the "FAQ" section, I have included a copy of the policy printed directly from our website - Attachment #3. If a guest has questions or would rather make their reservation via telephone, they can just exit out of the process without the payment or the reservation being finalized.In addition, after [redacted] "clicked" to agree to our cancellation policy, the online web reservation software immediately emails a reservation confirmation. The email confirmation would have looked similar to Attachment #4 and has the full cancellation policy listed at the bottom of the confirmation as well. Attachment #5 is [redacted]’s transaction log that our reservation system keeps for all reservations which shows that our reservation software system automatically sent an email confirmation at 10:26pm.[redacted] also mentions that she made reservations along with another guest (last name = [redacted]). The [redacted]s also made their reservations via our online web reservation system.Please let me know if I can be of any additional assistance. I can be reached at [redacted], extension [redacted] or via email at [redacted]Best regards,LAKE RAYSTOWN RESORT,An RVC Outdoor Destination[redacted]General Manager

Review: This company has unrealistic refund policies. In order to make a reservation on-line with this resort, one HAS to accept their refund policies. They require a full payment with reservation, and any cancellation will incur a minimum 20% forfeit of the entire reservation fee if cancelled before 90 days of staying there. If less cancelling less than 90 days, they take MORE. In my case, I had to cancel my reservation because we couldn't get enough people to come at this particular time to have a reunion. (I was booking along with [redacted], who also lost a substantial amount in cancelling.) Lake Raystown kept $169.95 of my pre-payment of $844.75. They can easily re-book the cabin I was trying to rent. I find this practice abhorant and called them twice to try to negotiate about taking such a high cancellation fee. Each time, I was told that the person who could handle this was either not coming in until later or just left. I feel that [redacted] and I have just been robbed of nearly $400.00! They don't deserve this fee!Desired Settlement: I think this business should have a WARNING to customers, and also that both [redacted] & I should be refunded for our cancellations, done well in time for them to find new customers to rent their cabins.

Business

Response:

June 13, 2015Revdex.com [redacted]

[redacted]VIA FACSIMILERE: Complaint #[redacted]Dear [redacted],This letter is in response to the complaint filed with the Revdex.com by [redacted] that was assigned ID #[redacted].I do apologize for the delay in responding. We never received a copy of the complaint the first time that it was sent.[redacted] made her reservation via our online reservation system on March 31, 2015. Online web reservations are processed completely online without any interaction with a "live" telephone reservations! [redacted] made her online reservation (Confirmation #[redacted] for Oak Park Cottage #4) at 10:25pm after our office closed for the day at 4:00pm. All online reservations are assigned an ID of "V1 WEB." Please refer to Attachment #1. When a guest chooses to make an online reservation, they must first "click" to agree to our cancellation policy before their reservation is completed and their credit card payment is processed. Please note that reservations completed by a "live" telephone reservations are assigned an ID of the reservationists first name and last initial. To visualize the difference between online reservations and those that are made by a human reservations - please compare the ID on Attachement #1 to those on Attachment #2, Our cancellation policy is as follows:If you cancel more than 90 days prior to your scheduled arrival an 80% refund is offered. Cancellations received between 89-31 days prior to your scheduled arrival, a 50% refund will be given. Cancellations received less than 30 days prior to arrival will not receive a refund. Guests can always reschedule their stay at Lake Raystown Resort without losing any of their deposit for just a $25 rebooking fee.This information is displayed during the process of making an online reservation and all guests that choose to make online reservations must "click" to agree to the policy in order to complete their reservation. The same information regarding our cancellation can be found on our website at www.raystownresort.com under the "FAQ" section, I have included a copy of the policy printed directly from our website - Attachment #3. If a guest has questions or would rather make their reservation via telephone, they can just exit out of the process without the payment or the reservation being finalized.In addition, after [redacted] "clicked" to agree to our cancellation policy, the online web reservation software immediately emails a reservation confirmation. The email confirmation would have looked similar to Attachment #4 and has the full cancellation policy listed at the bottom of the confirmation as well. Attachment #5 is [redacted]’s transaction log that our reservation system keeps for all reservations which shows that our reservation software system automatically sent an email confirmation at 10:26pm.[redacted] also mentions that she made reservations along with another guest (last name = [redacted]). The [redacted]s also made their reservations via our online web reservation system.Please let me know if I can be of any additional assistance. I can be reached at [redacted], extension [redacted] or via email at [redacted]Best regards,LAKE RAYSTOWN RESORT,An RVC Outdoor Destination[redacted]General Manager

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Description: CAMPGROUNDS & RV PARKS

Address: 100 Chipmunk Crossing, Rt 994, Entriken, Pennsylvania, United States, 16638

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