Mascot Resort

Initial Business Response /* (1000, 5, 2015/04/24) */
[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
Our resort has been in our family for over 55 years and we have never been complaint about to you. First of all...

[redacted] is not our customer, his Mom & Dad, [redacted] are. They have been renting a cabin at our resort for years. When our customers pay their cabin bills on the Friday before they depart, I ask them if they want the cabin for the next year. If they say "yes" the deposit rolls over to hold the cabin. I always tell the customer, if they are unsure, don't leave your deposit.
We have a cancellation fee of $75.00 and if you cancel after the 1st of the next year, you might not get any of your deposit back. 98% of our customers have to "lock in" their vacation dates before the 1st of the next year. If a customer cancels after the 1st it is very difficult for us to get someone to take the cabin.
[redacted] cancelled their reservation after the 1st of the year, they cancelled by phone on January 19th, 2015. As of now I am still trying to fill the dates of their reservation. I turned down over 5 customers who wanted a cabin on that date, they called in November & December of 2014. I have called all of them back but they had to reserve at another place, because they needed to find a cabin before the 1st of the year, to let their work places know the date of their vacation.
I don't know of any resort that doesn't have a cancellation fee. I did plan on sending some of the [redacted]'s deposit back if I get the cabin rented. As of now, I have not found a customer to take that date. That means we will be sitting with an $800.00 a week cabin open with only $200.00 to compensate for it.