Lakeview Resort on Sakatah Lake, Inc

Initial Business Response /* (1000, 5, 2015/08/15) */
The customer called and was told that the first nights rent was due with the reservation, and the receipt sent to the customer showed the cancellation policy, as does the rate page that the customer referenced when she asked if she could have...

less then the 3 day rental normally asked for. She is basing her cancellation on that her friend could not fit on the camping lot he rented. However she has never been on site to see the lot, nor was she here to observe the conversation. The complaint that 32 rv can fit in there is not correct, it has held much larger units, he did ask about pull though sites which I don't have available. They did ask about boat storage and I explained there was room for additional cars and dock space for the boat and we had storage for trailers in the main lot and around the resort the site itself could only hold one more car. They told me they were on the way to Mankato as they got in the truck to leave, so I went back to the office. NO reservation was canceled on the day of the visit or any discussion on refund. Two days later the other party called to say they wanted to cancel, I advised I would put on sites back on the market and attempt to rent so I could give them a refund, he told me he would call his Credit card company or see me in court and hung up. Later that Day Mrs [redacted] called to cancel, and told me she wanted a full refund, I explained there would be a 90% refund as her receipt stated if the unit rents. Again I was told she would call her Credit card Company. I later received an email saying they expected a full refund, I responded we trying to find a replacement rental, and I got a reply that she would contact the Revdex.com. The units are on the market, I have called the wait list trying to fill them but with short notice it is hard for a resort with 4 cabins to secure replacements as people make other plans when they find we are booked. We fully comply with Visa and M/C association requirements to advise customers of cancellation policy as well as publish it on the Resort Web page MNlakeviewresort.com, Customers do sometimes ask what the cancellation policy is when I tell them the first nights rent will be charged the day of the reservation, but in this case she didn't ask about that nor was there any concern expressed about the cancellation policy when she was sent her receipt, it was only a problem when they changed their minds. I have explained this to the customer and that I am advertising the openings and will issue a refund if the units are rented.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
30 day's was not on his side nor mine. My friends are experienced campers and they went there to physically make sure their camper would fit. What reason would our friends lie to us. he is a liar! simple fact of this matter 30 days he did not get from anyone, and legally he can't expect 30 days notice of us. And yes he walked away from them!!! My brother in law is an attorney, & if court he wants court he'll get!!!
Final Business Response /* (4000, 9, 2015/08/21) */
While I am sorry Mrs. [redacted] doesn't understand the need for cancellation policies, they are indeed legal and needed by the resort and hotel industry. Here at Lakeview we go beyond just listing it on the confirmation forms we also publish our cancellation policy on our Web site to give full disclosure. Most every resort in Minnesota has some form of cancellation policy, many require the balance in full be paid prior to arrival, some like Lakeview Resort only require one nights rent be paid in advance. Cancellation policy's range from 30 to 60 days' notice at most resort, some offer no refund if canceled with in their days' notice policy. However the notification time is not waived if the reservation is made less than the time listed.
This was a standalone reservation, regardless of what a separate reservation chooses to do, her reservation was still in effect, I understand her friend didn't feel comfortable backing into the space. That however does not make it unusable, or too small. Again larger units have and will continue to fit into the camping space. Clearly there was a misunderstanding of if the conversation was over; while that is unfortunate, however it has no bearing on her reservation.
Lakeview uses a 30 day notice, if the reservation is made within 30 days of arrival customers are told the first nights rent is due and balance at check in. A confirmation was sent to Mrs. [redacted] and she did not contact us to say that was not acceptable. Unlike other resorts it is not an automatic forfeit of the first nights rent, we make every attempt to find a replacement and if the unit can be rented 90% of the first nights rent is refunded, this would be $20 on this reservation, vs $50 most short notice cancellation policies charge. Nonrefundable deposits are standard in much of the Vacation Travel industry as are cancellation policies, at Lakeview we try to work with customers if a conflict comes up and they want to reschedule, and if they have to cancel to try getting them a partial refund, unfortunately this is the big weekend for County Fairs prior to the MN State Fair and is historically one of the slower rental weekends making it hard to find a replacement reservation.
Mrs. [redacted] is also correct that Minnesota Law does allow her to sue in Le Sueur County Small Claims court since the lodging reservation was made in that county. It also allows the Business to be represented by Legal counsel and to counter sue for Full Lost Rental Income and Attorney and Court Fees. However the cost of doing that far exceeds any value that will be gained by either party. As a good will gesture I will offer her a 50% refund on her first nights payment on her reservation only.