Moon River RV Resort

Revdex.com[redacted]  [redacted]  [redacted]         [redacted] complainant         [redacted]         [redacted]  [redacted]     ...

   [redacted] Dear [redacted],Please find attached several documents supporting our position that this is a Park Policy issue. When [redacted] decided to leave early and approached us with his refund request, after staying in the park for 2 nights, we explained our policy.  He was told cancellations are non-refundable.  The reason we have this policy in place is because during our highest season, November through March, we make no exceptions.  On January 16, 2015, [redacted] initiated a reservation “Reservation Request“ with us for a pull-through site with an arrival date of January 25, 2015-February 1, 2015 for 1 week.  His reservation was confirmed on January 17, 2015, we charged [redacted] $100 to his credit card and sent him a “Confirmation, Authorization & Cancellation Policy“ email that specifically states our policy that any cancellation made within 30 days is nonrefundable.  Please refer to the enclosed document “Moon River RV Resort Confirmation”.  Upon arrival [redacted] paid the remaining $95.69 and signed and dated the “Guest Registration” sheet which again, states our policy.  During the course of a few months, [redacted] emailed and called trying to get a refund.  The owner was out of state due to emergency health issues, which was explained to him, and the staff was not authorized to make those types of decisions.  Several threatening emails were sent to us, including contacting you because we refused to issue him a refund. However, an offer was made to [redacted] that he could use the remaining 5 days at any time within a 1-year period as a good faith effort toward customer service.  That apparently was not good enough, and the threats and complaints ensued.  We could see that this would continue to be a problem due to the extraordinary efforts this individual was making to get his refund, so the owner decided to go against policy and issue a refund, less the 2 nights of occupancy.  Please see attached copy of Blasch [redacted] refund. Our policy was very clear from the beginning, and [redacted] signed documents with the stated policy.  It was also explained to him that we cannot make exceptions, but that we would give him the 5 day credit to be used for a future date.  It did not appear we could do anything to please him, AND but since he went to such great lengths to get his money back, the owner went against policy and refunded him the remaining $119.53.  Total charges:  $195.69, less $76.16 (2 night charge), credit balance of $119.53 issued to [redacted]. This is the 1st complaint we have had with your company and would hope this letter makes clear exactly what happened here.  People depart early for many different reasons, and they know coming in what our policy is.  Please do not confirm [redacted]’s complaint and remove it from the public records as it is unfair and totally without merit. If you did not receive the attachments (4), have any questions or need further clarification, please do not hesitate to contact us. Thank you for your consideration and we look forward to hearing from you. Sincerely, [redacted]  [redacted]  [redacted]

Revdex.com[redacted]         [redacted] complainant         [redacted]         [redacted]     ...

   [redacted] Dear [redacted],Please find attached several documents supporting our position that this is a Park Policy issue. When [redacted] decided to leave early and approached us with his refund request, after staying in the park for 2 nights, we explained our policy.  He was told cancellations are non-refundable.  The reason we have this policy in place is because during our highest season, November through March, we make no exceptions.  On January 16, 2015, [redacted] initiated a reservation “Reservation Request“ with us for a pull-through site with an arrival date of January 25, 2015-February 1, 2015 for 1 week.  His reservation was confirmed on January 17, 2015, we charged [redacted] $100 to his credit card and sent him a “Confirmation, Authorization & Cancellation Policy“ email that specifically states our policy that any cancellation made within 30 days is nonrefundable.  Please refer to the enclosed document “Moon River RV Resort Confirmation”.  Upon arrival [redacted] paid the remaining $95.69 and signed and dated the “Guest Registration” sheet which again, states our policy.  During the course of a few months, [redacted] emailed and called trying to get a refund.  The owner was out of state due to emergency health issues, which was explained to him, and the staff was not authorized to make those types of decisions.  Several threatening emails were sent to us, including contacting you because we refused to issue him a refund. However, an offer was made to [redacted] that he could use the remaining 5 days at any time within a 1-year period as a good faith effort toward customer service.  That apparently was not good enough, and the threats and complaints ensued.  We could see that this would continue to be a problem due to the extraordinary efforts this individual was making to get his refund, so the owner decided to go against policy and issue a refund, less the 2 nights of occupancy.  Please see attached copy of Blasch [redacted] refund. Our policy was very clear from the beginning, and [redacted] signed documents with the stated policy.  It was also explained to him that we cannot make exceptions, but that we would give him the 5 day credit to be used for a future date.  It did not appear we could do anything to please him, AND but since he went to such great lengths to get his money back, the owner went against policy and refunded him the remaining $119.53.  Total charges:  $195.69, less $76.16 (2 night charge), credit balance of $119.53 issued to [redacted]. This is the 1st complaint we have had with your company and would hope this letter makes clear exactly what happened here.  People depart early for many different reasons, and they know coming in what our policy is.  Please do not confirm [redacted]’s complaint and remove it from the public records as it is unfair and totally without merit. If you did not receive the attachments (4), have any questions or need further clarification, please do not hesitate to contact us. Thank you for your consideration and we look forward to hearing from you. Sincerely, [redacted]