National Park Reservations

","sans-serif">This customer submitted an online
reservation request for Grand Canyon National park on June 15, for a
night stay on Aug 1, 2015. Per the request, we booked the customer their
first choice lodging, the Holiday Inn Express Hotel and SuitesAt the time he
submitted his request, our online form clearly informed the client the price
range of this lodge: $79.00-$350.00. As
the client’s travel dates were during peak
season, the available room with the lowest rate was the standard queen beds
at a nightly rate of $+ tax We
booked this option as this was well within the quoted price range the customer
agreed to when submitting the online request form
Our online reservation request
form requires every customer to agree to our terms and conditions in order to
submit the request formOur terms and conditions disclose who we are and our
non refundable reservation service feeThose terms and conditions state the
following:
“US
Park Lodging Terms and ConditionsUS
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 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
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 Online
requests made Monday - Friday between 8:00am - 3:00pm MST, will be replied to
by 6:30pm MST that same dayOnline reservation requests made after this time
will be responded to within hoursOnline requests made between 3:00pm
Friday - Sunday will be responded to by Monday at 6:00pm MSTCustomers
submitting online requests will 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 using our toll free number
or by submitting an online request form
This
customer agreed to our terms at the time of form submission as our online forms
cannot be submitted without it.
In
addition, who we are and the fee we charge for our reservation service is
outlined front and center on our home page This is verbatim what it says
on our home page:
“US Park Lodging is a
reservation service providing lodging and activity reservationsUS 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
For this service, US Park Lodging charges a ten percent non-refundable
reservation fee based on the total dollar amount of reservations made.”
Lastly, who we are and our
service fee is once again disclosed on the terms page, which can be accessed
from the main navigation throughout our website Again our reservation
fee is disclosed not in fine print, but found within the first paragraphs, stating
the following:
“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
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….”
The
client called into our cancel his reservation on Jun 16, and requested consideration
for a full refund of the res feeOur customer service agent escalated his request
for further review and informed the customer it would take 24-hours which
translates to 1-business daysThe client submitted this complaint to the Revdex.com
on June 18th, 2015, just days after the escalating review of his
reservation. We regret the customer did
not give us to opportunity review and address his concerns
US Park Lodging goes to great
lengths to disclose the fee we charge for our service as well as outline who we
are Not only is the client’s agreement to our terms and conditions a
requirement for every online reservation request submission, but we have it
dead center on our homepage and we link to our terms in our main navigation
throughout our websiteMoreover, we have a recording that plays when our
clients call us that cannot be bypassed and callers must listen to in full
before they can be connected with an agent,
“Thank
you for calling U.SPark LodgingU.S
Park Lodging is a full service reservation center for lodging and activity
reservations in and around our National ParksU.S
Park Lodging 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 based on the total
dollar amount of the reservation that you make.”
Please
feel free to contact me with if you have any further questions
Sincerely,
*** ***
Director of
Operations
National Park
Reservations

Complaint: ***I am rejecting this response because:
I did send an email request on 8/8/to settle with the business about few days before I submitted to Revdex.com, but the business didn't response.
It's true that travel agent charges fee, but mostly not directly from guests, i.ea guest won't pay more for a room by going through an agent
I did receive a 10% nonrefundable reservation fee, but because the way the business markets itself I thought they were affiliated to the hotelI thought they were affiliated to National Park Services and NPS were the owner of the hotelSo I feel it didn't alarm me.
The disclosure language is at the bottom of the opened window, font is small, and the color of font is grayish, which is hard to noticeIf the disclosure were highlighted right to the "search" button, then I would have noticed it.
I have done more research and found I am not the only one who had complaint about how the business markets their serviceHere is one of them:
***

Business Response:On February 10, at 10:11am MT the
client called to book lodging inside Yosemite National Park
Unfortunately the lodging choices inside the park the client wanted
were sold out for the client's selected datesThe client was
offered Yosemite View Lodge as it was the
closest lodging facility
available for the client's selected dates of July 2, The
client booked her reservation at Yosemite View Lodge 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
We regret that the client did not give
us an opportunity to research and address her concerns as this client
submitted a Better Business complaint on March 16, the day after
our customer service agent escalated her concerns for review
On March 23, our customer service
manager was able to speak with the clientThe client provided areas
of opportunity for improvement in her booking experienceWe are
refunding the 10% reservation fee to this client and appreciate her
feedback
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
“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.”
Please feel free to contact me if you
have any further questions.Best Regards,
*** ***Director of ReservationsNational Park Reservations***
***

Complaint: ***
I am rejecting this response because:Your elaborate explanation of how you can legally keep my money quite misses the point You have provided me with no goods or services Upon understanding your business model, my only wish was to break with you I canceled my room and requested the fee refunded not because I didn't want the room, but because I don't want to do business with your company I'm still going on that vacation at that hotel, I'm just not making the reservation through you.Your manager Dawn implied that since you can't win me back as a customer, there is no point in giving me a refund That really sums it up Most companies find that systematically burning customers erodes the business in the long run In the highly competitive environment of online reservations, a business model built on tricking people will be hard to maintain As your negative reviews mount, you might want to reconsider your customer service policies.I see now that there was never a chance of getting my money back Collecting the 10% fee is your goal and nothing else matters.
Sincerely,
*** ***

Business Response: The client submitted an online reservation request form on our websiteOur online reservation request form requires every customer to agree to our terms and conditions in order to submit the request formOn May 9, 2017, at 23:MT the client submitted an online request for
a three-night stay at the Majestic Yosemite Hotel in Yosemite National Park with an arrival date of May 10, The client was booked, confirmed and emailed on May 10, A confirmation email was sent to the client detailing the reservation information including the ten percent non-refundable reservation feeOn May 23, the client called to cancel her reservation and stated she was shocked by the ten percent non-refundable reservation feeThe client admitted she did not read the whole disclosure before entering her credit card informationThe client was told that although the reservation fee is non-refundable that it is held as a credit for up to one year from the original booking date and can be re-used towards the reservation fee for any new bookingsNational 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 ConditionsNational 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 formFor 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 feeCustomers 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 reservationsA 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 confirmationAll 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 reservationCustomers 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, Director of Reservations National Park Reservations

","sans-serif"Segoe UI"">This client called us to book lodging for Yosemite National Park on
July 10, for a night stay on August 16, 2015. Every client
that calls into National Park Reservations is required to listen through a
full-disclosure recorded message that cannot be by- passed prior to being
connected to a reservation agentThis recorded message states the following:
“National Park Reservations is a full
service reservation center for lodging and activity reservations in and around
our National Parks
National Park Reservation is not a
park concessionaire, nor is it in any way affiliated with the National Park
Service of the Federal Government
For our reservation service, there is
a 10% non-refundable fee based on the total dollar amount for the reservations
that you make.”
This client was told of our 10% reservation service and clearly
told we are not affiliated with the National Park Service at the beginning of
the call. We have a full contact press path that timestamps the guests
call progression within our phone systemThe contact press path for this
client confirms the customer called in two times before booking this
reservation on July 10, 2015. We show at
10:14:AM on 7/10/and again at 5:21:PM on 7/10/our full recorded
disclosure was played for this clientI have attached the screen shot of our
contact press path for your review
In addition, I am confirming the client was told of our
non-refundable 10% reservation fee at time of booking over the phone by our
agentI have also attached the full
calllog for review
In the call, the disclosure is made about minutes and seconds
into the callOur agent also goes over the 10% reservation service fee at the beginning of the call,
about minute seconds into the call when the guests asks about the nightly
rate with tax
This client was told by our agent two times during the call as well
as two times through a recorded message at the beginning of the call we charge
a 10% non-refundable reservation fee
The guest called in to cancel this reservation and to request
review for a refund on July 17, 2015.
Our customer service agent escalated her request and let her know a
manager would be in touch 2-business daysWe regret the client did not give
us the opportunity to address her concerns as she submitted this complaint on
July 17,
National Park Reservations goes to great lengths to disclose who we
are and the fee we charge for our service Not only do we require every
client calling us to listen in-full to our recorded message that cannot be
bypassed, but our agents again disclose our reservation fee at the time of
bookingFurthermore, on our National Park Reservations website, our terms and
conditions is dead center on the homepage and we link to our terms in the main
navigation throughout the site
Thank you
*** ***Director of Operations
National Park Reservations

Business Response:
The client submitted an online reservation request form on our websiteOur online reservation request form requires every customer to agree to our terms and conditions in order to submit the request form
On May 24, 2016, at 15:MT the client submitted an online request for
a two-night stay at Grand Teton National Park with an arrival date of July14,
On May 25, at 13:MT the client was contacted by our agent and advised that her lodging choice was not available for her selected dates and offered alternate lodgingThe client agreed to the alternate lodging and the reservation was confirmedA confirmation email was sent to the client later that day
On May 26, at 20:MT the client called our office to inquire about the cancellation policy and stated that she did not feel that the 10% non-refundable reservation fee was disclosed appropriatelyThe client was reminded that our fee is disclosed throughout our websiteThe client hung up on our manager prior to finishing the conversation and has not returned any of our phone calls to further discuss her concerns
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 May 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."
Please feel free to contact me if you have any further questions

Complaint: ***I am rejecting this response because: I am not happy! I said half was better than
nothing and the hotel is keeping $even though they were given weeks noticeI believe that the practice of taking reservations for rooms that they know are not available to collect fees is a deliberate deceptive policy designed to take advantage of people

Business Response:
The client submitted an online reservation request form on our websiteOur online reservation request form requires every customer to agree to our terms and conditions in order to submit the request form
On June 26, 2016, at 21:MT the client submitted an online request for
a two-night stay at Sequoia / Kings Canyon National Park with an arrival date of August 5,
On June 27, at 9:MT the client was contacted by our agent and advised the lodging choice was not available for the selected dates and offered alternate lodgingThe client agreed to the alternate lodging and the reservation was confirmedA confirmation email was sent to the client later that day
We regret that the client did not give us an opportunity to research and address their concerns as this client submitted a Better Business complaint on August 11, The client was notified of the 10% non-refundable reservation fee and would not have been able to submit the online request without acknowledging the fee and entering their credit card informationThe client stated in his complaint to the Revdex.com that “most travel agents won't charge such a fee”All travel agents charge a fee for their services, that is how they maintain a businessThe amount travel agents charge may vary, but they do charge a fee
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

Complaint: ***I am rejecting this response because: this is absolutely outrageous! National Park Reservations (NPR) is TRACKING my business transactions?! Is NPR using my credit card number and/or name and address to spy on which lodgings I book? How long does NPR plan to spy on me?! This is beyond creepy on NPR's part; it is fraudulent if they are using my personal information to track my business transactions! I warn all potential customers of NPR: use an official park reservation service like Aramark and save yourself a hefty percent fee and a lot of hassle!Sincerely,*** ***

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 September 7, 2017, at 12:PM MST the client submitted an
online request for a three-night stay in Yellowstone National Park with an arrival date of August 1, and departure date of August 4, The client requested two rooms for seven people and provided a first choice lodging option of Old Faithful Inn; a second choice option of Old Faithful Snow Lodge, and a third choice option of Canyon Lodge and CabinsClients using US Park Lodging online reservation request form have the option to skip the second and third choice lodging options if they are not interested in alternative lodging choicesThe client was booked and confirmed in her third choice lodging option as the first two choices were not available for her selected datesAn email confirming the reservation was emailed to the client on September 7, After receiving her confirmation email the client called into US Park Lodging to change her 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 informed during this phone call that the inside properties at Yellowstone National Park began booking approximately four months ago and that availability is getting limitedAfter reviewing several different lodging options the client decided to call back the next day and change her reservation to a one-night stay with an arrival date of August 1, and departure date of August 2, The client also added an additional room now making the reservation for seven people and three roomsAfter reviewing the client's online request form and the recorded calls into our office we believe that our company confirmed this reservation as the client requested and approvedWe regret that the client is not happy with the reservation she bookedHad the client not selected a second or third choice option the reservation would not have been booked and the client would have simply been advised that the lodging choice she selected was not available for her selected datesUS Park Lodging goes to great lengths to disclose we are not affiliated with the National Park Servicenor 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's 10% reservation fee is a non-refundable fee.” Please feel free to contact me if you have any further questions Best Regards, Cheryl S*** Director of ReservationsNational Park Reservations406.730.5925***@nprmail.com

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 December 30, 2017, at 14:PM MST the client submitted an online
request for a two-night stay in Yellowstone National Park with an arrival date of July 1, and departure date of July 3, The client requested one room for two people at Canyon Lodge and CabinsThe room type the client requested was not available, she approved an alternate room at the same lodge, and an email confirming the reservation was sent to the client on December 31, On January 10, the client called into US Park Lodging to cancel her 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 again advised by our agent during the cancellation process that the 10% non-refundable reservation fee would remain a credit with our company for one year from the original booking date and could be applied towards the reservation fee portion of any new bookingThe reservation was canceled as requested by the client and an email confirming the cancellation was emailed to the clientAfter reviewing the client's online request form and the recorded calls into our office we believe that our company confirmed this reservation as the client requested and approvedWe regret that the client is not happy with the reservation she bookedUS Park Lodging goes to great lengths to disclose we are not affiliated with the National Park Servicenor 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 madeThe 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's 10% reservation fee is a non-refundable fee.”Please feel free to contact me if you have any further questionsBest Regards, Director of ReservationsNational Park Reservations

Complaint: [redacted] - I am rejecting National Park Reservation's ("NPR") response to my Revdex.com complaint because:
The response from Ms. Cheryl S[redacted] of National Park Reservations ("NPR") to my Revdex.com complaint simply confirms the substance of my complaint and therefore confirms NPR's own poor business practices, poor customer service, and lack of value to its customers.  I strongly recommend that all persons should avoid using NPR.  Instead, one should make National Park reservations directly through recreation.gov which is the actual site for Federal Government National Park reservations, despite NPR's misleading name.  And by copy of this email I am asking the US Justice Department, the US Department of the Interior and the Federal Trade Commission to investigate NPR's use of its misleading name and poor business practices to lure people to its site rather than using the official National Park lodging site recreation.gov or toll-free number (877) 444-6777.  The response by NPR confirms several problems with its service and business practices, as follows:
(a) NPR's 10% non-refundable NPR fee is billed separately from the National Park lodging deposit.  My credit card shows the name of the lodge itself for the reservation fee.  I assume this is because NPR represents to the National Park that it is the Agent of the client and therefore is entitled to have the National Park bill the client's credit card number.  If this is assumption is correct, THIS PRACTICE IS HIGHLY UNETHICAL BECAUSE THE CLIENT NEVER AUTHORIZES NPR TO ACT AS THE CLIENT'S AGENT TOWARD A THIRD PARTY IN MAKING A RESERVATION.
(b) NPR assures a client "[w]e will book your [online] request if your requested lodge is available or contact you with alternative lodging if it is not." Indeed, immediately after entering my 6/20/16 online request I received an NPR notification to this effect; that is, if my first choice was not available then NPR would contact me concerning my 2nd or 3rd choice.  This means that NPR DOES NOT KNOW IF A CLIENT'S FIRST CHOICE OF LODGING IS AVAILABLE AT THE TIME NPR TAKES THE CLIENT'S CREDIT CARD INFORMATION - leaving the client in the dark about what NPR is doing with the client's credit card information and whether the client's lodging is available or at what rate. Nevertheless, NPR bases its 10% nonrefundable fee on the amount of the online request.  
(c) NPR charges a 10% non-refundable reservation fee based on the total dollar amount of reservations made.  This is terribly expensive, and most clients don't realize that the "total dollar amount of reservations" MEANS THE ENTIRE COST OF ALL DATES RESERVED INCLUDING TAX AND FEES, NOT JUST THE DEPOSIT.  So if a client reserves a $300 lodge room for a week, even though the deposit might just be $300, NPR CHARGES AN ADDITIONAL $210 IN A NON-REFUNDABLE FEE TO THE CLIENT EVEN IF THE CLIENT LATER CANCELS THE RESERVATION!  This outlandish fee is not justified by anything NPR does for the client; NPR does not even have any first-hand information about the National Parks.  NPR is making huge amounts of money based upon taxpayer-funded National Parks and providing a service that the taxpayer could get for free by contacting reservation.gov or calling the federal toll-free number (877) 444-6777.
(d) NPR offers very poor service.  It has no first-hand information about lodging availability. NPR has no first-hand information about National Parks.  A person could call the official National Park site to receive immediate availability information.  Yet NPR attempts to divert a client from this free government site by advising the client to call its own "National Park Reservations" site for availability information, whereupon NPR will simply contact the Federal Government site for that information.     
(e) NPR states "[c]ustomers of National Park Reservations agree to assume the responsibility of confirming the accuracy of the reservations outlined on the email con[fir]mation."  Therefore, NPR passes along to the client all risk and responsibility of NPR's own mistakes - yet NPR charges a non-refundable 10% cancellation fee EVEN IF NPR INCORRECTLY BOOKS THE RESERVATION.  This is terrible customer service and very poor business practice.
(f) In its response to my complaint, NPR confirms "The client stated she submitted an online reservation request form on our website." Later in its response NPR states "[o]nce an individual submits an online request, the request will be booked and an email confirmation sent without further notification to the client." NPR affirms "the client stated she thought that she booked reservation online a couple of weeks ago but never received a confirmation or anything. The agent then proceed to tell the client that the online reservation request never was received by our company and that maybe it had a glitch or something. Our company confirmed that the client did not finish the process of completing an online request."  THIS IS INCORRECT.  NPR DID receive a completed online request from me on 6/20/16 because NPR sent me a notice stating it received that request.  But NPR "sent no further notification" to me, prompting my 6/25/16 telephone call to NPR.  I have cancelled my credit card because of my concerns about NPR's poor record keeping processes and concern about what NPR did with my credit card information it received online.
(g) NPR states in its response to my Revdex.com complaint:  "Our online reservation request form requires every customer...to enter their contact information and a billing sum[redacted] is displayed for the client to confirm. The 10% non-refundable reservation fee as well as the lodge's rates are all disclosed prior to any credit card information being entered."  This is incorrect; the actual total fee is NOT displayed prior to any credit card information being entered on the on-line form.  Indeed, at this point NPR does not even know if the requested lodging is available!  NPR simply assumes the requested lodging, rates and rooms are available so NPR can base its 10% fee on the highest possible cost at the earliest possible opportunity.
(h) NPR states "[t]he rates are set by the Park Service...National Park Reservations does not have the ability to change the nightly rates of any lodges."  This is incorrect. Immediately after booking with NPR I was able to confirm the exact same lodging for $35 per night less by going directly through the recreation.gov site.  For this reason I cancelled the NPR reservation; yet NPR billed me its 10% fee.  Despite having to pay NPR's 10% fee, I still saved money by booking the reservation myself directly through the recreation.gov site.
I strongly object to National Park Reservation's misleading services, unethical business practices and poor customer service and will follow up with the Federal Government enforcement agencies.  
Sincerely,
[redacted]

The $15.00 fee is from the hotel, not us.  The $39.00 is for the reservation.  We called he consumer on 05/04/2016 and we agreed to provide half of the fee back.  Consumer was happy.

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.
On January 31, 2016, at 10:01:37 pm
MT the client submitted...

an online request for a one night stay in
Yosemite National Park with an arrival date of May 25, 2016. 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 Lodge. After selecting a first choice our customers
always have the option to skip the step of adding a second or third
choice. 
On February 1, 2016 at 11:59:36 am MT
the client was confirmed at her third choice option as the first
choice option was not available. A confirmation email detailing the
lodges policies was sent to the client.
On February 2, 2016 at 8:35:22 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 fee. The guest
then stated she would report our company to the RevDex.com 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, 2016
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 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:
 “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 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.”
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:
“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."
Please feel free to contact me if you
have any further questions.
 
Best Regards,
 
[redacted]
Director of Reservations
National Park Reservations
406.730.5925
[email protected]

Business Response:
On November 1, 2016 at 3:24 pm MT the client called to book lodging at the Majestic Yosemite Hotel inside Yosemite National Park. The 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 Parks. National Park Reservations is not a park concessionaire nor is it in any way affiliated with the National Park Service of the Federal Government. For 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, 2016 the client called our office to discuss charges on her credit card bill. The 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 reservation. The client stated she did not hear the agent tell her about the reservation fee. The client was reminded of her conversation with the booking agent and was offered to have the call sent to her at that time. The client stated “it was alright” and asked several questions about how to book in the future to avoid the reservation fee. The client was advised that booking directly with a park concessionaire would help her avoid the fee in the future.
On November 14, 2016 the client called our office to cancel her reservation at the Majestic Yosemite Hotel inside Yosemite National Park. The client immediately demanded her reservation fee back and threatened to contact her congressman if the fee was not returned immediately. The 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 call. The 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 3:20 into the booking call. A 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, 2016.
Please feel free to contact me if you have any further questions.
 
Best Regards,
 
Cheryl S[redacted]
Director of Reservations
National Park Reservations
406.730.5925
[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 February 23, 2016 at 7:47 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, 2016.
On February 23, 2016 at 9:41 am MT the client was confirmed at his lodging choice. A confirmation email detailing the lodges policies was sent to the client.
On March 22, 2016 at 11:19 am MT the client called our company to inquire about the 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 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 2-3 business days, to discuss further, which he accepted.
On March 24, 2016 at 12:54 pm MT our customer service manger attempted to contact the client and left him a voice mail explaining the terms and conditions of our company. The 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, 2016 at 7:06 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 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:
“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 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.”
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:
“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."
Please feel free to contact me if you have any further questions.
Best Regards,
Cheryl S[redacted]
Director of Reservations
National Park Reservations
406.730.5925
[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, 2016.
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. 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:
“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 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.”
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:
“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."
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 reservations. A client cannot book any lodge rooms by calling the phone number the client provided. The 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 company. The client canceled the reservation with our company and then booked Yosemite Bug Rustic Mountain Resort directly with their company. The 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
406.730.5925

Business Response:
The client submitted two different
online reservation request forms on our website. Our 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 7:09 pm MT the client submitted an...

online request for a three
night stay in Yosemite National Park at the Ahwahnee Hotel.
On January 31, 2016 at 7:40 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, 2016 at 8:04 pm MT the
client called our company. 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 agent
advised that the dates the client requested on their online request
were not available. The client was offered August 21, 2016 for a
three night stay and the client agreed to the new dates.
On February 1, 2016 at 11:30 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, 2016 at 8:50 pm MT the
client submitted an online request for a one night stay in Olympic
National Park at Lake Quinault Lodge. The client was confirmed for
the dates and lodge they requested and an email confirmation was sent
to the client on February 8, 2016 at 9:16 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, 2016
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 page. This 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 reservations. National 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 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:
 “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 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.”
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:
“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."
Please feel free to contact me if you
have any further questions.
Best Regards,
 
[redacted]
Director of Reservations
National Park Reservations
406.730.5925
[redacted].[redacted]@nprmail.com

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]