Lake Ridge RV Resort

Revdex.com: I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below We have never ever requested a refund That is a lie In 2010, we did make a compliant due to the teenage help was cussing while running the waterslides and at that time my children were very small Last year when we went the management was very rude to friends of ours and we tried to defuse the situation and they lied again about they had trouble with us with a golf cart and a dog We didn't even rent a golf cart or have a dog If you will look at the reviews on the internet you will see how many campers have complained about the service and the management being rude You would think they would take a hint All we did this year was ask if the waterslide would be open the week we were there Never Never did we have any problems with this facility until the new management took over We have been going there for years I am sorry that they feel that we are not welcomed at there facility anymore but I would not give them another dime either Regards, [redacted]

We reserve the right to allow or not allow guest at our parkFor years this customer comes, complains, is given refunds and I am sorry over and overThis year they were already not happy trying to make the reservation, so we refused
Below is the response to the customer from our National
Directors
Dear Mr***,
Over the years we have obviously failed in our ability to give you a positive camping experienceEven going back to 2010, when *** and *** were managers, the notes in your reservation show you were dissatisfied with the park and it's managementWe want our campers to be happy when they are at Lake Ridge and if we cannot make them happy, we prefer they find somewhere else to camp where they can beFor that reason, we will not be accepting any future reservations from you
We sincerely apologize for our failures
*** and *** ***
National Supervisors

We are very sorry to hear that Mr*** had a problem with our reservation systemWe strive to make sure that all our guests have a pleasant experience when making their reservationsThe first page that comes up on our online reservation system begins as follows: By clicking accept you
agree to all the terms and conditions set forth by the campgroundMinimums: 3-night minimum stay on Memorial Day 3-night minimum stay on 4th of July: 4-night minimum stay on Labor Day. All holiday weeks must be pre-paid "in full" at the time of reservation. We don't know what kind of problem Mr*** had with our reservation system. Our reservation system contacts the park to confirm the reservation and take a deposit We have spoken to the manager of the park. He said his reservationist remembers speaking to Mr*** and expressed to him that he had only requested a 3- night stay on Labor Day holiday. It has been our policy that it is a -night minimum stay on Labor Day holiday for the last years. It is and has been plainly stated on our website. We expressed to Mr*** that we will be glad to add another night to his reservation or we would be glad to refund his deposit in full at no charge. We have already refunded Mr***’s deposit in full at his requestSincerely,

Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We have never ever requested a refund.  That is a lie.  In 2010, we did make a compliant due to the teenage help was cussing while running the waterslides and at that time my children were very small.  Last year when we went the management was very rude to friends of ours and we tried to defuse the situation and they lied again about they had trouble with us with a golf cart and a dog.  We didn't even rent a golf cart or have a dog.  If you will look at the reviews on the internet you will see how many campers have complained about the service and the management being rude.  You would think they would take a hint.  All we did this year was ask if the waterslide would be open the week we were there.  Never Never did we have any problems with this facility until the new management took over.  We have been going there for 11 years.  I am sorry that they feel that we are not welcomed at there facility anymore but I would not give them another dime either. 
Regards,
[redacted]

Review: We called to make reservations for four families to go camping. When asking questions, the staff member showed frustration and hung up on us twice. The questions were about our stay and the facilities. The staff member replied back saying "After talking to my general manager, we don't want you to come." I feel that this was very unprofessional and not a way to operate a business. We were basically told that we are not welcome...is this discrimination? This is a public facility and we are not allowed to come?Desired Settlement: I feel that the Lake Ridge Resort staff member should have to call me and apologize and offer for me to come back.

Business

Response:

We reserve the right to allow or not allow guest at our park. For years this customer comes, complains, is given refunds and I am sorry over and over. This year they were already not happy trying to make the reservation, so we refused.

Below is the response to the customer from our National Directors.

Dear Mr. [redacted],

Over the years we have obviously failed in our ability to give you a positive camping experience. Even going back to 2010, when [redacted] and [redacted] were managers, the notes in your reservation show you were dissatisfied with the park and it's management. We want our campers to be happy when they are at Lake Ridge and if we cannot make them happy, we prefer they find somewhere else to camp where they can be. For that reason, we will not be accepting any future reservations from you

We sincerely apologize for our failures.

[redacted] and [redacted]

National Supervisors

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

We have never ever requested a refund. That is a lie. In 2010, we did make a compliant due to the teenage help was cussing while running the waterslides and at that time my children were very small. Last year when we went the management was very rude to friends of ours and we tried to defuse the situation and they lied again about they had trouble with us with a golf cart and a dog. We didn't even rent a golf cart or have a dog. If you will look at the reviews on the internet you will see how many campers have complained about the service and the management being rude. You would think they would take a hint. All we did this year was ask if the waterslide would be open the week we were there. Never Never did we have any problems with this facility until the new management took over. We have been going there for 11 years. I am sorry that they feel that we are not welcomed at there facility anymore but I would not give them another dime either.

Regards,

Review: My family made a reservation at the Lake Ridge Resort in Hillsville Virginia for a family vacation. Our Special Needs three year old had to go in for a last minute surgery, his ninth surgical procedure, and we were forced to cancel our reservation. When we called we were told that we would be charged a ten dollar cancellation fee and we were left with a reasonably favorable impression and planned to return at a later date once our son was recovered. That was until we noticed that the remainder of the $61 deposit had not been refunded. When we called to inquire about this apparent oversight we were informed that their policy is not to issue refunds and to charge an additional cancellation fee. Upon learning this surprising news we decided that even though our still recovering son would not be able to take advantage of the amenities that their web site boasts, we would still use the cabin that we were paying for. We were then informed that not only were they charging us for the cabin, they had booked another family in it. Needless to say, we are extremely upset with this level of “customer service” from a “hospitality” company; not to mention the way we were spoken to by the manager [redacted] (who refused to provide a last name). We don’t get to vacation often (this would have been our first overnight trip since he was born) and were looking forward to this time away, that we are not able to go is disappointing, and not getting our deposit back is a financial hardship we were not expecting. I have to urge other families to look elsewhere when planning their next vacation, especially those with special needs children.Desired Settlement: I would like this company to do the ethical and honorable thing and refund our deposit.

Business

Response:

To: Revdex.com Western Virginia Subject: RE: You have a new message from the Roanoke Revdex.com Complaint ID: [redacted] All Holidays must be prepaid, in full, at the time reservation is made. CANCELATIONS: ($10 Cancelation fee applies and forfeit of site guarantee fee) - 15 or more days prior to your arrival - 14 days or less of your arrival date your full deposit is forfeited. CANCELATIONS - HOLIDAYS: ($10 Cancelation fee) -30 or more days before your arrival date. 29 days or less of your arrival date your full deposit is forfeited. Please make sure you schedule your holiday reservations carefully.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.They are claiming that 8/22 was a holiday, I’m not sure Be an Angel Day, Eat a Peach Day, Hoodie-Hoo Day, Punctuation Day or Tooth Fairy Day would qualify.Regards,[redacted]