National Park Reservations

You think you are being taken to the site that handles lodging reservations at a national park. In this instance, it was Yosemite. But your not. Your being taken to this third party site that has nothing to do with any parks. When I had to cancel because of coronavirus, I was told they were keeping $200 for calling The Ahwahnee Hotel and making my reservation. I could have called myself but I thought this company was the company that did that. Its not. Aramark is the company that deals with reservations at Yosemite. I made a costly mistake. Don't do the same. I'm so disappointed.

They charge fees that no one else charges. These fees are non refundable. they tell you this on their site. It is misleading. You think you are being taken to the site that handles park reservations within the park but its a third party that has absolutely nothing to do with the park. If you cancel, the fees are non-refundable and yes they apply toward your next reservation within a year but not toward your lodging fees. In fact, if you had called the correct company in the first place you wouldn't have been charged these fees for a couple hundred dollars in the first place. This company does not offer any service except picking up the phone and calling the hotel.

It was my fault for not understanding that I was being sent to a site to make a reservation that had nothing to do with the park. I thought I was being taken to a site that is responsible for making park reservations for lodging. Yes, the site does say there is a 10% non-refundable fee. So do not make the same mistake I did. This company is not part of park services. You can contact the park directly and make your own reservations and save yourself $100's of dollars. This company charges fees that no other site charges.

After I filled out the online reservation form, I was contacted by a salesperson to book a reservation. I specifically asked her about the overall price and about the refund policy and she said absolutely nothing about the non-refundable 10% separate charge. The fact that I had took the box under the terms and conditions on the website previously has nothing to do with whether or not the company can lie about the overall amount they're charging. If a customer asks a relevant question about fees they are obligated to answer truthfully. I will be contacting consumer protection attorneys this week. There may be some class action liability or some civil liability under the RICO statute. See Marko et al. v. Benjamin & Brothers, LLC.
This company's business model is disgusting and intentionally misleading. I am personally out $16, but that's not the point and it makes me angry that they are still getting away with this year after year.

Complaint: [redacted] I am rejecting this response because: Number one I did not receive an e-mail confirmation I did agree over the phone while driving my carI did not get a message from the supervisor requesting a call backI wanted to talk to them that's why I requested a call backwhy are they taking reservations for rooms that they know now are booked out a year in advance and then call you on the phone to upsell you rooms that cost much more

Complaint: [redacted] I am rejecting this response because:Although it is true that I heard the message that this company is not associated with the US Parks, the agent never mentioned to me in person regarding the 10% policy (although I have to admit that I either read it or heard it on the phone, I do not remember) But that is not the point My point is the following: I was offered a facility OUTSIDE of the park which I had never reviewed when I first entered my information on the website and agreed to the terms and conditions based on those lodging options (inside the park) The lady told me over the phone that the place outside the park was a really nice place and I took her word for it, however when we looked the day after with my wife at the place over the internet we did not like it and that is why I cut down to nights, and then shortly after we did that (within minutes in fact we called back), we decided to cancel Why should I have to pay for a place that was not in my original selection, and then when I accepted the change to the new site over the phone it was because I was told that it was really nice, but when I checked out the website for that hotel we did not like it, I really did not have the chance to review anything over the phone except to take the word of the assistant Now that we found out that it was not to our liking why should we have to pay the reservation fee? That is not fair On top of that the reservation fee was made for the largest amount of nights we had reserved, why not the smallest? or why not even the original reservation? This does not seem correct either Either way I feel that I should get a full refund because we did not like what was offered to us after we had a chance to see the website and I accepted the information in good faith but it was not to our liking And again, I was never told over the phone as the email suggests that there was percent non-refundable fee, although I accept that I read it when I made my first reservation (but that was when I was expecting to get a place within the park as I had agreed and not a place outside of the park that I did not like, as it was offered to me afterwards over the phone) This practice is not just and there is obviously a desire only to make money at whatever cost without being fair, basic common sense dictates that I should get a full refund Sincerely, [redacted]

Business Response: The client submitted an online reservation request form on our websiteOur online reservation request form requires every customer agree to our terms and conditions in order to submit the request form On January 31, 2016, at 10:01:pm MT the client submitted an online request for a one night stay in Yosemite National Park with an arrival date of May 25, The client submitted a first choice of Ahwahnee Hotel, no second choice option was selected and the client entered a third choice options as Yosemite View LodgeAfter selecting a first choice our customers always have the option to skip the step of adding a second or third choice On February 1, at 11:59:am MT the client was confirmed at her third choice option as the first choice option was not availableA confirmation email detailing the lodges policies was sent to the client On February 2, at 8:35:pm MT the client called and requested that the reservation be canceled During this phone call the guest was advised of the lodges cancellation policy and the non-refundable reservation feeThe guest then stated she would report our company to the Better Business Bureau and hung up the phone on the customer service agent giving the customer service agent no chance to respond We regret that the client did not give us an opportunity to research and address her concerns as this customer submitted a Better Business complaint on February 2, the same day our customer service agent escalated her concerns for review of her reservation National Park Reservations goes to great lengths to disclose we are not affiliated with the National Park Service nor a park Concessionaire as well as disclose the fee we charge for our serviceWe have our terms listed in the center of our homepage and a link to our terms in our main navigation throughout our websiteOur terms state: “National Park Reservations is a reservation service providing lodging and activity reservations both inside as well as in the gateway communities of the United States National ParksNational Park Reservations is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National Park Service of the Federal GovernmentNational Park Reservations provides the ability for its customers to make reservations through a toll-free telephone number or by submitting an online request form For this service, National Park Reservations charges a 10% non-refundable reservation fee based on the total dollar amount of reservations madeThis reservation fee will be billed separately to your credit card and will be billed under the memo “National Park Reservations”By using National Park Reservations, the customer authorizes National Park Reservations to charge their credit card the 10% non-refundable fee.” Moreover, our online reservation request form requires every customer agree to our terms and conditions in order to submit the request formOur terms and conditions state the following: “National Park Reservations Terms and Conditions National Park Reservations provides lodging and activity reservations both inside as well as in the gateway communities of the United States National ParksNational Park Reservations is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National Park Service of the Federal GovernmentNational Park Reservations provides the ability for its customers to make reservations through a toll-free telephone number or by submitting an online request form For this service, National Park Reservations charges a 10% non-refundable reservation fee based on the total dollar amount of reservations madeThis reservation fee will be billed separately to your credit card and will be billed under the memo "National Park reservations" By using National Park Reservations, the customer authorizes National Park Reservations to charge their credit card the 10% non-refundable fee Customers using National Park Reservations to make lodging and activity reservations agree to use our service, either by telephone or email, to make any changes or cancellations to their reservations A National Park Reservations customer will receive an email confirmation describing all reservations made, any deposits taken by the lodging or activity provider, total cost of the lodging or activity, any cancellation policies of the lodging or activity provider, as well as check in times of the lodging or activity providerCustomers of National Park Reservations agree to assume the responsibility of confirming the accuracy of the reservations outlined on the email confirmation All Reservation Requests will be personally handled by a National Park Specialist within hours We will book your request if your requested lodge is available or contact you with alternative lodging if it is not You will receive an email confirmation with reservation details & confirmation number within hours after we have successfully booked your requested reservation Customers submitting online requests agree to provide an accurate billing address and payment choiceOnce an individual submits an online request, the request will be booked and an email confirmation sent without further notification to the clientOnline requests are not used to check availabilityTo simply check availability, a customer should call National Park Reservations toll free number." Please feel free to contact me if you have any further questions Best Regards, [redacted] Director of Reservations National Park Reservations [email protected]

Business Response: The client submitted an online reservation request form on our websiteOur online reservation request form requires every client agree to our terms and conditions in order to submit the request formOn June 19, at 12:pm MST the client submitted an online request for a four night stay in Glacier National Park at Lake McDonald Lodge & Cabins with an arrival date of August 1, The client also entered a second choice lodging option as Apgar Village Lodge & Cabins and third choice lodging option as Glacier Highland MotelThe client was booked and confirmed on June 19, in his third choice lodging option as the first two choices were currently sold out for the client's selected datesClients of US Park Lodging have the option to skip the second and third choice lodging options if they are not interested in alternative lodging choicesUS Park Lodging goes to great lengths to disclose we are not affiliated with the National Park Service nor a park Concessionaire as well as disclose the fee we charge for our service, as stated on our website, as follows: US Park Lodging provides lodging and activity reservations both inside as well as in the gateway communities of the United States National ParksUS Park Lodging is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National Park Service of the Federal GovernmentUS Park Lodging provides the ability for its customers to make reservations through a toll-free telephone number or by submitting an online request formUS Park Lodging charges a 10% non-refundable reservation fee based on the total dollar amount of reservations madeThis reservation fee will be billed separately to your credit card and will be billed under the memo "National Park Reservations"By using US Park Lodging, the customer authorizes US Park Lodging to charge their credit card the 10% non-refundable feeCustomers using US Park Lodging to make lodging and activity reservations agree to use our service, either by telephone or email, to make any changes or cancellations to their reservationsA US Park Lodging customer will receive an email confirmation describing all reservations made, any deposits taken by the lodging or activity provider, any cancellation policies of the lodging or activity, as well as check in times of the lodging or activityCustomers of US Park Lodging agree to assume the responsibility of confirming the accuracy of the reservations outlined on the email confirmationPLEASE NOTE: For Arrival Days that require IMMEDIATE ATTENTION (within days from submission date) - we will expedite your request: If submitted before 5pm MT - hour response time If submitted after 5pm MT - 24hour response time You will receive an email confirmation with reservation details & confirmation number within hours after we have successfully booked your requested reservationIf you have not received a confirmation and if you have not been contacted by a US Park Reservations Specialist within hours: Check your Spam Folder Call our toll-free number for assistanceUS Park Lodging is not responsible for rate changes made by the specific lodging or activity providerUS Park Lodging will not be responsible for loss due to specific action of a lodge or activity provider or by acts of GodCustomers using US Park Lodging should be aware that the park concessionaire will directly accept a credit card for reservations, and will impose no fee for doing soAlthough US Park Lodging will assist our clients in receiving a refund of any deposits given to a lodge or activity provider, customer understands and agrees that US Park Lodging 10% reservation fee is a non-refundable feeUS Park Lodging lists that the online request form is a reservation requestIt should not be used to check availabilityTo check availability, call Please feel free to contact me if you have any further questions Best Regards, US Park Lodging

Complaint: [redacted] I am rejecting this response because: NPR claims it makes every effort to disclose its fees but if they were sincere, they would have itemized the fee somewhere in the list of charges for customers to review before submitting the application formClearly they are disingenuous and their business model depends on a deceptive practice Sincerely, [redacted] ***

The $fee is from the hotel, not us The $is for the reservation We called he consumer on 05/04/and we agreed to provide half of the fee back Consumer was happy

Business Response: The client and/or spouse submitted three different online reservation request forms on our website, www[redacted] Our online reservation request form requires every customer agree to our terms and conditions in order to submit the request formOn January 17, at 10:am MT the client submitted an online request for a night stay in Yellowstone National Park with an arrival date of July 1, The client submitted a first choice of Old Faithful Inn, no second or third choice options submittedAn email response was sent to the client on January 17, at 12:pm MT thanking the client for their online request and advising that the Old Faithful Inn at Yellowstone National Park was not available for the client's requested date and alternative lodging was provided to the client On January 31, at 8:pm MT the client submitted a second online request for a night stay in Yellowstone National Park with an arrival date of July 26, The Client submitted first, second and third choice lodging options on the reservation formThe first and second choice lodging were located inside the parkThe third choice option the customer submitted was outside the parkThe reservation was confirmed with the client's third choice option on February 1, at 12:pm MT as the first and second choice options were not available On February 1, at 5:pm MT the client called our companyDuring that call, the customer listened to our full legal recording which discloses who we are and our 10% non-refundable reservation service fee based on the total amount of the reservation before being connected with our agentThe client stated that she received the email confirmation of her reservation at Rainbow Ranch Lodge and that she had stayed their before and it was beautiful but she wanted to check alternative dates inside the parkThe agent looked for dates the client provided and advised that the dates were all currently unavailableThe client was reminded during this call about the 10% non-refundable reservation fee as well as confirmed the rate of the room at Rainbow Ranch Lodge The client did not request to cancel this confirmed reservation at the time of this phone call On February 1, at 7:pm MT the client submitted a third online request for a night stay in Yellowstone National Park with an arrival date of July 26, The Client submitted first, second and third choice lodging options on the reservation formThe first and second choice lodging were located inside the parkThe third choice option the customer submitted was outside the parkThis online request had the same date and lodging choices as the second online requestIn this third online request the client entered a fake, inappropriate, vulgar address and the request was canceled due to being considered fictitious On February 1, at 9:pm MT the client called back into our company, during that call, the customer listened to our full legal recording which discloses who we are and our 10% non-refundable reservation service fee based on the total amount of the reservation before being connected with our agent During this call, the client states that she wants to know what will happen if she cancels her confirmed reservationThe client is advised of the lodge cancellation policy and the 10% non-refundable reservation feeThe client states she did not realize that the Rainbow Ranch was not in the park, contrary to the previous statement saying she had stayed there and how beautiful it was, and asks how can we charge her a reservation fee when she did not get what she wantedThe client then has her spouse get on the line and he gets verbally abusive to our agentThe client's spouse demands the reservation be canceled and states that he will be contacting his credit card company and the Better Business Bureau then hangs upThe agent put detailed notes in the reservation and requested that a manager contact the client as he was upset On February 2, our customer service manager called the client and her spouse answered the phoneThe client's spouse said he could discuss the reservationHe explained how he felt about our online site and also apologized for the vulgar information he entered in the third online request formThe client was advised that because the reservation was canceled within hours we would be refunding the reservation fee in the amount of $ He thanked the customer service manager and stated that he would not be filing a dispute with his credit card companyWhen asked about the Revdex.com complaint he stated he had already submitted the complaint US Park Lodging goes to great lengths to disclose we are not affiliated with the National Park Service nor a park Concessionaire as well as disclose the fee we charge for our serviceWe have our terms listed in the center of our homepage and a link to our terms in our main navigation throughout our websiteOur terms state: “US Park Lodging is a reservation service providing lodging and activity reservations both inside as well as in the gateway communities of the United States National ParksUS Park Lodging is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National Park Service of the Federal GovernmentUS Park Lodging provides the ability for its customers to make reservations through a toll-free telephone number or by submitting an online request form For this service, US Park Lodging charges a 10% non-refundable reservation fee based on the total dollar amount of reservations madeThis reservation fee will be billed separately to your credit card and will be billed under the memo “US Park Lodging”By using US Park Lodging, the customer authorizes US Park Lodging to charge their credit card the 10% non-refundable fee.” Moreover, our online reservation request form requires every customer agree to our terms and conditions in order to submit the request formOur terms and conditions state the following: “US Park Lodging Terms and Conditions US Park Lodging provides lodging and activity reservations both inside as well as in the gateway communities of the United States National ParksUS Park Lodging is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National Park Service of the Federal GovernmentUS Park Lodging provides the ability for its customers to make reservations through a toll-free telephone number or by submitting an online request form For this service, US Park Lodging charges a 10% non-refundable reservation fee based on the total dollar amount of reservations madeThis reservation fee will be billed separately to your credit card and will be billed under the memo "National Park reservations"By using US Park Lodging, the customer authorizes US Park Lodging to charge their credit card the 10% non-refundable fee Customers using US Park Lodging to make lodging and activity reservations agree to use our service, either by telephone or email, to make any changes or cancellations to their reservations A US Park Lodging customer will receive an email confirmation describing all reservations made, any deposits taken by the lodging or activity provider, total cost of the lodging or activity, any cancellation policies of the lodging or activity provider, as well as check in times of the lodging or activity providerCustomers of US Park Lodging agree to assume the responsibility of confirming the accuracy of the reservations outlined on the email confirmation All Reservation Requests will be personally handled by a National Park Specialist within hours We will book your request if your requested lodge is available or contact you with alternative lodging if it is not You will receive an email confirmation with reservation details & confirmation number within hours after we have successfully booked your requested reservation Customers submitting online requests agree to provide an accurate billing address and payment choiceOnce an individual submits an online request, the request will be booked and an email confirmation sent without further notification to the clientOnline requests are not used to check availabilityTo simply check availability, a customer should call US Park Lodging toll free number." Please feel free to contact me if you have any further questions Best Regards, [redacted] Director of Reservations US Park Lodging [redacted] [redacted]

Business Response: The client submitted two different online reservation request forms on our websiteOur online reservation request form requires every customer agree to our terms and conditions in order to submit the request formOn January 31, at 7:pm MT the client submitted an online request for a three night stay in Yosemite National Park at the Ahwahnee Hotel On January 31, at 7:pm MT our agent left a voice message for the client to contact our company as the dates the client requested were not available On January 31, at 8:pm MT the client called our companyDuring that call, the client listened to our full legal recording,which discloses who we are and our 10% non-refundable reservation service fee based on the total amount of the reservation before being connected with our agentThe agent advised that the dates the client requested on their online request were not availableThe client was offered August 21, for a three night stay and the client agreed to the new dates On February 1, at 11:am MT the client was sent a confirmation email to the email address provided The client was advised in this email that they were charged the ten percent non-refundable fee to their credit card, as described on our website and phone message On February 7, at 8:pm MT the client submitted an online request for a one night stay in Olympic National Park at Lake Quinault LodgeThe client was confirmed for the dates and lodge they requested and an email confirmation was sent to the client on February 8, at 9:am MT We regret that the client did not give us an opportunity to research and address their concerns as the client submitted a Better Business complaint on February 14, without ever contacting us about their concerns In response to the clients concerns about searching Google for reservations I searched today and found that national park reservations was the 7th website listed down the first pageThis is a copy of our wording that is listed in Google when I searched “Quinault Lodge” today: National Park Lodging and Hotels | National Park www.nationalparkreservations.com National Park Reservations is a reservation service providing lodging and activity reservationsNational Park Reservations is not an authorized concessionaire of any I then clicked the link which took me directly to the Olympic page and our terms are listed on that main page National Park Reservations goes to great lengths to disclose we are not affiliated with the National Park Service nor a park Concessionaire as well as disclose the fee we charge for our serviceWe have our terms listed in the center of our homepage and a link to our terms in our main navigation throughout our websiteOur terms state: “National Park Reservations is a reservation service providing lodging and activity reservations both inside as well as in the gateway communities of the United States National ParksNational Park Reservations is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National Park Service of the Federal Government National Park Reservations provides the ability for its customers to make reservations through a toll-free telephone number or by submitting an online request form For this service, National Park Reservations charges a 10% non-refundable reservation fee based on the total dollar amount of reservations madeThis reservation fee will be billed separately to your credit card and will be billed under the memo “National Park Reservations”By using National Park Reservations, the customer authorizes National Park Reservations to charge their credit card the 10% non-refundable fee.” Moreover, our online reservation request form requires every customer agree to our terms and conditions in order to submit the request formOur terms and conditions state the following: “National Park Reservations Terms and Conditions National Park Reservations provides lodging and activity reservations both inside as well as in the gateway communities of the United States National ParksNational Park Reservations is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National Park Service of the Federal GovernmentNational Park Reservations provides the ability for its customers to make reservations through a toll-free telephone number or by submitting an online request form For this service, National Park Reservations charges a 10% non-refundable reservation fee based on the total dollar amount of reservations madeThis reservation fee will be billed separately to your credit card and will be billed under the memo "National Park reservations" By using National Park Reservations, the customer authorizes National Park Reservations to charge their credit card the 10% non-refundable fee Customers using National Park Reservations to make lodging and activity reservations agree to use our service, either by telephone or email, to make any changes or cancellations to their reservations A National Park Reservations customer will receive an email confirmation describing all reservations made, any deposits taken by the lodging or activity provider, total cost of the lodging or activity, any cancellation policies of the lodging or activity provider, as well as check in times of the lodging or activity providerCustomers of National Park Reservations agree to assume the responsibility of confirming the accuracy of the reservations outlined on the email confirmation All Reservation Requests will be personally handled by a National Park Specialist within hours We will book your request if your requested lodge is available or contact you with alternative lodging if it is not You will receive an email confirmation with reservation details & confirmation number within hours after we have successfully booked your requested reservation Customers submitting online requests agree to provide an accurate billing address and payment choiceOnce an individual submits an online request, the request will be booked and an email confirmation sent without further notification to the clientOnline requests are not used to check availabilityTo simply check availability, a customer should call National Park Reservations toll free number." Please feel free to contact me if you have any further questions Best Regards, [redacted] Director of Reservations National Park Reservations [redacted] [redacted] @nprmail.com

Business Response: We regret that the client is not satisfied with our response to her complaint filed with the Better Business June 26, National Park Reservations goes to great lengths to disclose we are not affiliated with the National Park Service nor a park Concessionaire as well as disclose the fee we charge for our serviceWe have our terms listed in the center of our homepage and a link to our terms in our main navigation throughout our websiteOur terms state: “National Park Reservations is a reservation service providing lodging and activity reservations both inside as well as in the gateway communities of the United States National ParksNational Park Reservations is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National Park Service of the Federal GovernmentNational Park Reservations provides the ability for its customers to make reservations through a toll-free telephone number or by submitting an online request form For this service, National Park Reservations charges a 10% non-refundable reservation fee based on the total dollar amount of reservations madeThis reservation fee will be billed separately to your credit card and will be billed under the memo “National Park Reservations”By using National Park Reservations, the customer authorizes National Park Reservations to charge their credit card the 10% non-refundable fee.” Moreover, our online reservation request form requires every customer agree to our terms and conditions in order to submit the request formOur terms and conditions state the following: “National Park Reservations Terms and Conditions National Park Reservations provides lodging and activity reservations both inside as well as in the gateway communities of the United States National ParksNational Park Reservations is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National Park Service of the Federal GovernmentNational Park Reservations provides the ability for its customers to make reservations through a toll-free telephone number or by submitting an online request form For this service, National Park Reservations charges a 10% non-refundable reservation fee based on the total dollar amount of reservations madeThis reservation fee will be billed separately to your credit card and will be billed under the memo "National Park reservations"By using National Park Reservations, the customer authorizes National Park Reservations to charge their credit card the 10% non-refundable fee Customers using National Park Reservations to make lodging and activity reservations agree to use our service, either by telephone or email, to make any changes or cancellations to their reservations A National Park Reservations customer will receive an email confirmation describing all reservations made, any deposits taken by the lodging or activity provider, total cost of the lodging or activity, any cancellation policies of the lodging or activity provider, as well as check in times of the lodging or activity providerCustomers of National Park Reservations agree to assume the responsibility of confirming the accuracy of the reservations outlined on the email confirmation All Reservation Requests will be personally handled by a National Park Specialist within hoursWe will book your request if your requested lodge is available or contact you with alternative lodging if it is not You will receive an email confirmation with reservation details & confirmation number within hours after we have successfully booked your requested reservation Customers submitting online requests agree to provide an accurate billing address and payment choiceOnce an individual submits an online request, the request will be booked and an email confirmation sent without further notification to the clientOnline requests are not used to check availabilityTo simply check availability, a customer should call National Park Reservations toll free number." The client states that the official National Park lodging site is how she booked her lodging without fees, but the website and phone number she provided is only for camping reservationsA client cannot book any lodge rooms by calling the phone number the client providedThe information the client provided is not accurate The client also stated she booked directly with the “official National Park lodging site” for the “exact same lodging”This is not accurate as the client booked at Half Dome Village (Formerly Curry Village) inside Yosemite National Park with our companyThe client canceled the reservation with our company and then booked Yosemite Bug Rustic Mountain Resort directly with their companyThe client can not compare one property to the other and call them the “exact” same lodging when one is located inside Yosemite National Park (Half Dome Village), while the other is a 30-minute drive outside Yosemite National Park We sincerely regret that this client is unhappy, but feel that this unfair opinion of our company is not based on factual information Best Regards, National Park Reservations

Business Response: On November 1, at 3:pm MT the client called to book lodging at the Majestic Yosemite Hotel inside Yosemite National ParkThe client booked her reservation and was advised of the 10% non-refundable reservation fee charged by our company and the cancel and deposit policy charged by the lodge During that call, the customer listened to our full legal recording which discloses who we are and our 10% non-refundable reservation service fee based on the total amount of the reservation before being connected with our agent“Thank you for calling National Park Reservations, National Park Reservations is a full service reservation center for lodging and activity reservations in and around our National ParksNational Park Reservations is not a park concessionaire nor is it in any way affiliated with the National Park Service of the Federal GovernmentFor our reservation service there is a 10% non-refundable fee base on the total dollar amount for the reservations that you make.” National Park Reservations goes to great lengths to disclose we are not affiliated with the National Park Service nor a park Concessionaire as well as disclose the fee we charge for our service On November 10, the client called our office to discuss charges on her credit card billThe client was advised that the property takes a one night deposit at the time of booking and that our company, National Park Reservations, charges a 10% non-refundable reservation fee based on the total dollar amount of the reservationThe client stated she did not hear the agent tell her about the reservation feeThe client was reminded of her conversation with the booking agent and was offered to have the call sent to her at that timeThe client stated “it was alright” and asked several questions about how to book in the future to avoid the reservation feeThe client was advised that booking directly with a park concessionaire would help her avoid the fee in the future On November 14, the client called our office to cancel her reservation at the Majestic Yosemite Hotel inside Yosemite National ParkThe client immediately demanded her reservation fee back and threatened to contact her congressman if the fee was not returned immediatelyThe customer service agent advised the client that she did agree to the reservation fee prior to making any reservations with our company and offered to send the client a copy of the booking callThe client agreed to listen to the call and said that she “had better get a copy of the call within a couple of weeks.” A copy of the booking call was sent to the client advising her that she had a conversation about the reservation fee with the agent at 3:into the booking callA confirmation email was received from the client acknowledging her receipt of the call recording We regret that the client did not give us an opportunity to research and address her concerns further as this client submitted a Better Business complaint on November 14, Please feel free to contact me if you have any further questions Best Regards, Cheryl S [redacted] Director of Reservations National Park Reservations [redacted] @nprmail.com

Complaint: [redacted] I am rejecting this response because: hiding that disclosure and 10% charge in tiny font on its website is NOT what a consumer would define "a great length" it should be in a prominent location and preferably under the fees of the room, and provide an itemized charge showing that fee before the consumer submit a request and pay If you look at priceline or tripadvisor or any other service alike, they all note clearly that there is or is no fees for booking, then when you actually see the rate for the room there is that fee or no fee again, and then they give you an itemized charge before you click bookingthat is what should be defined as a "great length" The business should put the services fee beside the booking button and the booking phone number, then under the room rates and provide a itemized charge before consumer can press the submit

Complaint: [redacted] I am rejecting this response because:The fee that you charge should be included with the cancellation policy, underneath it, beside it...at least on the same page NOT in small print nowhere near the cancellation policy The cancellation policy should include all fees not just the hotels fees Sincerely, [redacted] ***

Business Response: The client submitted an online reservation request form on our websiteOur online reservation request form requires every client to agree to our terms and conditions in order to submit the request formOn April 16, 2017, at 7:PM MST the client submitted an online request for a four night stay in Yellowstone National Park with an arrival date of May 26, and departure date of May 30, The client submitted a first choice option of Grant Village; a second choice option of Lake Yellowstone Hotel; and a third choice option of Old Faithful Snow LodgeAll of the options the client entered were sold old for the clients selected datesThe client was contacted via phone on April 16, at 9:PM MST and offered an alternative property, Three Bear Lodge, outside of Yellowstone National ParkThe client was advised of the cancellation and deposit policy and agreed to book Three Bear LodgeThe reservation was booked and confirmed April 16, at 9:PM MSTThe client called back to our agent on April 16, at 9:PM MST and requested to add the night of May 25, making his reservation a night stayThe client was emailed the reservation confirmation on April 16, at 10:PM MST which included the lodges cancellation and deposit policyOn April 17, at 7:PM MST the client called to change his existing reservationDuring that call, the client listened to our full legal recording which discloses who we are and our 10% non-refundable reservation fee, which is based on the total amount of the reservation before being connected with our agentThe client was advised that the 10% reservation fee is a non-refundable but transferable fee in the event the client needs to change or cancel his reservationThe client decided to change his reservation to a three night stay with an arrival date of May 26, and departure date of May 29, After we reviewed the client's online request form and the recorded booking calls we believe that our company confirmed this reservation as the client requested and approvedWe regret that the client is not happy with the reservation he bookedUS Park Lodging goes to great lengths to disclose we are not affiliated with the National Park Service nor a park concessionaire as well as disclose the fee we charge for our serviceWe have our terms listed in the center of our homepage and a link to our terms in our main navigation throughout our websiteOur terms state: “US Park Lodging provides lodging and activity reservations both inside as well as in the gateway communities of the United States National ParksUS Park Lodging is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National Park Service of the Federal GovernmentUS Park Lodging provides the ability for its customers to make reservations through a toll-free telephone number or by submitting an online request formUS Park Lodging charges a 10% non-refundable reservation fee based on the total dollar amount of reservations madeThis reservation fee will be billed separately to your credit card and will be billed under the memo "National Park Reservations"By using US Park Lodging, the customer authorizes US Park Lodging to charge their credit card the 10% non-refundable feeCustomers using US Park Lodging to make lodging and activity reservations agree to use our service, either by telephone or email, to make any changes or cancellations to their reservationsA US Park Lodging customer will receive an email confirmation describing all reservations made, any deposits taken by the lodging or activity provider, any cancellation policies of the lodging or activity, as well as check in times of the lodging or activityCustomers of US Park Lodging agree to assume the responsibility of confirming the accuracy of the reservations outlined on the email confirmationUS Park Lodging is not responsible for rate changes made by the specific lodging or activity providerUS Park Lodging will not be responsible for loss due to specific action of a lodge or activity provider or by acts of GodCustomers using US Park Lodging should be aware that the park concessionaire will directly accept a credit card for reservations, and will impose no fee for doing soAlthough US Park Lodging will assist our clients in receiving a refund of any deposits given to a lodge or activity provider, customer understands and agrees that US Park Lodging 10% reservation fee is a non-refundable fee.” Please feel free to contact me if you have any further questionsBest Regards, Cheryl S [redacted] Director of ReservationsNational Park Reservations[redacted]

Business Response: The client submitted an online reservation request form on our website. Our online reservation request form requires every customer agree to our terms and conditions in order to submit the request form. Our terms and conditions state the following: “National Park Reservations Terms and Conditions. National Park Reservations provides lodging and activity reservations both inside as well as in the gateway communities of the United States National Parks. National Park Reservations is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National Park Service of the Federal Government. National Park Reservations provides the ability for its customers to make reservations through a toll-free telephone number or by submitting an online request form. For this service, National Park Reservations charges a 10% non-refundable reservation fee based on the total dollar amount of reservations made. This reservation fee will be billed separately to your credit card and will be billed under the memo "National Park reservations". By using National Park Reservations, the customer authorizes National Park Reservations to charge their credit card the 10% non-refundable fee. Customers using National Park Reservations to make lodging and activity reservations agree to use our service, either by telephone or email, to make any changes or cancellations to their reservations. A National Park Reservations customer will receive an email confirmation describing all reservations made, any deposits taken by the lodging or activity provider, total cost of the lodging or activity, any cancellation policies of the lodging or activity provider, as well as check in times of the lodging or activity provider. Customers of National Park Reservations agree to assume the responsibility of confirming the accuracy of the reservations outlined on the email confirmation. All Reservation Requests will be personally handled by a National Park Specialist within 48 hours. We will book your request if your requested lodge is available or contact you with alternative lodging if it is not. You will receive an email confirmation with reservation details & confirmation number within 24 hours after we have successfully booked your requested reservation. Customers submitting online requests agree to provide an accurate billing address and payment choice. Once an individual submits an online request, the request will be booked and an email confirmation sent without further notification to the client. Online requests are not used to check availability. To simply check availability, a customer should call National Park Reservations toll free number." On April 16, 2016 at 7:42 am MT the client submitted an online request for a two night stay in Shenandoah National Park with an arrival date of May 24, 2016. The client submitted a first choice option of Skyland Resort and a second choice option of Big Meadows Lodge. The client's first choice room type option was sold out. On April 16, 2016 at 11:30 am MT our agent called the client to advised that their first choice lodge was available but the room type was sold out. The client was offered a couple different room types and rates, one which was lower than originally requested on the client's online request form, and one that was higher than originally requested. The client agreed to the Premium room with one king bed at the higher rate. The reservation was confirmed on April 16, 2016 after guest approval. The guest was sent a confirmation email that details the lodge cancellation policy 72 hours as well as the $15.00 cancel or change fee. On April 26, 2016 at 10:55 am MT the client called our company, the client listened to our full legal recording which discloses who we are and our 10% non-refundable reservation service fee based on the total amount of the reservation before being connected with our agent. Once connected to an agent the client stated that he wanted to cancel the reservation. The client was advised of cancellation policy with the lodge and reminded of the 10% non-refundable reservation fee. The client became upset and requested to speak with a supervisor. The client was advised that a supervisor would return his call within 2-3 business days. On April 26, 2016 at 12:50 pm MT our customer service supervisor called the client as he requested. The client advised the supervisor that he was not happy with the lodge cancellation fee and the 10% non-refundable reservation fee. The client stated that he felt if we did not have the room he wanted available then he should not be charged. When the supervisor explained that the client had agreed to the alternative room with the booking agent the client again became upset and requested to speak to the supervisors manager. The client was advised that a manager would return his call within 2-3 business days. On April 27, 2016 at 6:27 pm MT our customer service manager called the client and left a voice message asking him to return her call. We regret that the client submitted a Better Business complaint on April 30, 2016 three days after our customer service manager left a voice message for the client to contact our office regarding his concerns. On May 4, 2016 our customer service manager was able to contact the client and refunded half of the reservation fee. The client was advised that the lodges $15.00 cancellation fee is non-refundable. Please feel free to contact me if you have any further questions.

Business Response: The client submitted an online reservation request form on our websiteOur online reservation request form requires every client agree to our terms and conditions in order to submit the request form On February 23, at 7:am MT the client submitted an online request for a five night stay in Yosemite National Park at Half Dome Village (Formerly Curry Village) with an arrival date of July 24, On February 23, at 9:am MT the client was confirmed at his lodging choiceA confirmation email detailing the lodges policies was sent to the client On March 22, at 11:am MT the client called our company to inquire about the reservation feeDuring that call, the client listened to our full legal recording which discloses who we are and our 10% non-refundable reservation service fee based on the total amount of the reservation before being connected with our agentThe guest then stated he would report our company to the Revdex.com and our agent offered the client a call back from a customer service manager within 2-business days, to discuss further, which he accepted On March 24, at 12:pm MT our customer service manger attempted to contact the client and left him a voice mail explaining the terms and conditions of our companyThe guest was asked to call us back and was provided our phone number and a direct extension for the customer service manager We regret that the client did not give us an opportunity to research and address his concerns as this client submitted a Better Business complaint on March 24, at 7:pm the same day our customer service manager attempted to contact the client by phone National Park Reservations goes to great lengths to disclose we are not affiliated with the National Park Service nor a park Concessionaire as well as disclose the fee we charge for our serviceWe have our terms listed in the center of our homepage and a link to our terms in our main navigation throughout our websiteOur terms state: “National Park Reservations is a reservation service providing lodging and activity reservations both inside as well as in the gateway communities of the United States National ParksNational Park Reservations is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National Park Service of the Federal GovernmentNational Park Reservations provides the ability for its customers to make reservations through a toll-free telephone number or by submitting an online request form For this service, National Park Reservations charges a 10% non-refundable reservation fee based on the total dollar amount of reservations madeThis reservation fee will be billed separately to your credit card and will be billed under the memo “National Park Reservations”By using National Park Reservations, the customer authorizes National Park Reservations to charge their credit card the 10% non-refundable fee.” Moreover, our online reservation request form requires every customer agree to our terms and conditions in order to submit the request formOur terms and conditions state the following: “National Park Reservations Terms and Conditions National Park Reservations provides lodging and activity reservations both inside as well as in the gateway communities of the United States National ParksNational Park Reservations is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National Park Service of the Federal GovernmentNational Park Reservations provides the ability for its customers to make reservations through a toll-free telephone number or by submitting an online request form For this service, National Park Reservations charges a 10% non-refundable reservation fee based on the total dollar amount of reservations madeThis reservation fee will be billed separately to your credit card and will be billed under the memo "National Park reservations"By using National Park Reservations, the customer authorizes National Park Reservations to charge their credit card the 10% non-refundable fee Customers using National Park Reservations to make lodging and activity reservations agree to use our service, either by telephone or email, to make any changes or cancellations to their reservations A National Park Reservations customer will receive an email confirmation describing all reservations made, any deposits taken by the lodging or activity provider, total cost of the lodging or activity, any cancellation policies of the lodging or activity provider, as well as check in times of the lodging or activity providerCustomers of National Park Reservations agree to assume the responsibility of confirming the accuracy of the reservations outlined on the email confirmation All Reservation Requests will be personally handled by a National Park Specialist within hoursWe will book your request if your requested lodge is available or contact you with alternative lodging if it is not You will receive an email confirmation with reservation details & confirmation number within hours after we have successfully booked your requested reservation Customers submitting online requests agree to provide an accurate billing address and payment choiceOnce an individual submits an online request, the request will be booked and an email confirmation sent without further notification to the clientOnline requests are not used to check availabilityTo simply check availability, a customer should call National Park Reservations toll free number." Please feel free to contact me if you have any further questions Best Regards, Cheryl S [redacted] Director of Reservations National Park Reservations [redacted] @nprmail.com

Business Response: The client submitted an online reservation request form on our website. Our online reservation request form requires every client agree to our terms and conditions in order to submit the request form. On May 23, 2016 at 10:52 MT the client submitted an online request... for a two-night stay in Yellowstone National Park at Old Faithful Inn with an arrival date of August 15, 2016. On May 23, 2016 at 14:21 MT the client was contacted about his online request and advised that the lodging facility was not available for his selected dates. The client then asked about any other lodges available and was offered Lake Yellowstone Hotel. The client accepted that offer after being told that all the policies he agreed to on his online request would apply to this reservation. He agreed to the booking and a confirmation email was sent to the client that afternoon. On May 24, 2016 at 18:51 MT the client called our company to inquire about charges to his credit card for his Yellowstone National Park reservation booking. The agent advised the client that the lodge does take a one-night deposit at the time of booking which is disclosed when making online requests and at the time of booking with an agent. The guest stated know one told him about the deposit policy or the 10% non-refundable reservation fee. During that call, the client listened to our full legal recording which discloses who we are and our 10% non-refundable reservation service fee based on the total amount of the reservation before being connected with our agent. The guest also requested that the reservation be canceled at the time of this call and the reservation was canceled as requested. On May 25, 2016 at 12:54 pm MT our Customer Service Manager sent the client an email copy of the online terms and conditions of our company that he agreed to when making the reservation. The client was advised that a manger would be calling him in 2-3 business days to further address his concerns. We regret that the client did not give us an opportunity to further research and address his concerns as this client submitted a RevDex.com complaint on May 26, 2016. US Park Lodging goes to great lengths to disclose we are not affiliated with the National Park Service nor a park Concessionaire as well as disclose the fee we charge for our service. We have our terms listed in the center of our homepage and a link to our terms in our main navigation throughout our website. Our terms state: “US Park Lodging is a reservation service providing lodging and activity reservations both inside as well as in the gateway communities of the United States National Parks. US Park Lodging is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National Park Service of the Federal Government. US Park Lodging provides the ability for its customers to make reservations through a toll-free telephone number or by submitting an online request form. For this service, US Park Lodging charges a 10% non-refundable reservation fee based on the total dollar amount of reservations made. This reservation fee will be billed separately to your credit card and will be billed under the memo “US Park Lodging”. By using US Park Lodging, the customer authorizes US Park Lodging to charge their credit card the 10% non-refundable fee.” Moreover, our online reservation request form requires every customer agree to our terms and conditions in order to submit the request form. Our terms and conditions state the following: “US Park Lodging Terms and Conditions. US Park Lodging provides lodging and activity reservations both inside as well as in the gateway communities of the United States National Parks. US Park Lodging is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National Park Service of the Federal Government. US Park Lodging provides the ability for its customers to make reservations through a toll-free telephone number or by submitting an online request form. For this service, US Park Lodging charges a 10% non-refundable reservation fee based on the total dollar amount of reservations made. This reservation fee will be billed separately to your credit card and will be billed under the memo "US Park Lodging". By using US Park Lodging, the customer authorizes US Park Lodging to charge their credit card the 10% non-refundable fee. Customers using US Park Lodging to make lodging and activity reservations agree to use our service, either by telephone or email, to make any changes or cancellations to their reservations. A US Park Lodging customer will receive an email confirmation describing all reservations made, any deposits taken by the lodging or activity provider, total cost of the lodging or activity, any cancellation policies of the lodging or activity provider, as well as check in times of the lodging or activity provider. Customers of US Park Lodging agree to assume the responsibility of confirming the accuracy of the reservations outlined on the email confirmation. All Reservation Requests will be personally handled by a National Park Specialist within 48 hours. We will book your request if your requested lodge is available or contact you with alternative lodging if it is not. You will receive an email confirmation with reservation details & confirmation number within 24 hours after we have successfully booked your requested reservation. Customers submitting online requests agree to provide an accurate billing address and payment choice. Once an individual submits an online request, the request will be booked and an email confirmation sent without further notification to the client. Online requests are not used to check availability. To simply check availability, a customer should call US Park Lodging toll free number." Please feel free to contact me if you have any further questions. Best Regards, Cheryl S [redacted] Director of Reservations US Park Lodging 406.730.5925 [redacted] @nprmail.com