National Park Reservations

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 booking. that 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.

Business Response: The client submitted an online reservation request form on our website. Our online reservation request form requires every client to agree to our terms and conditions in order to submit the request form. On February 6, 2017, at 16:53 MT the client submitted an online request...

for a three night stay in Grand Canyon National Park with an arrival date of April 4, 2017. The client submitted a first choice option of Yavapai Lodge and a second choice option of Maswik Lodge. The client was booked and confirmed in their first choice option on February 6, 2017 at 19:09 MT and sent a confirmation email. 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 February 7, 2017. 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 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. 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 "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, any cancellation policies of the lodging or activity, as well as check in times of the lodging or activity. Customers of US Park Lodging agree to assume the responsibility of confirming the accuracy of the reservations outlined on the email confirmation. US Park Lodging is not responsible for rate changes made by the specific lodging or activity provider. US Park Lodging will not be responsible for loss due to specific action of a lodge or activity provider or by acts of God. Customers 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 so. Although 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 questions.  Best Regards, Cheryl S[redacted] Director of Reservations National Park Reservations 406.730.5925

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 3 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 10 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 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 form. On
January...

17, 2016 at 10:32 am MT the client submitted an online
request for a 1 night stay in Yellowstone National Park with an
arrival date of July 1, 2016. The client submitted a first choice of
Old Faithful Inn, no second or third choice options submitted. An
email response was sent to the client on January 17, 2016 at 12:48 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, 2016 at 8:55 pm MT the
client submitted a second online request for a 1 night stay in
Yellowstone National Park with an arrival date of July 26, 2016. The
Client submitted first, second and third choice lodging options on
the reservation form. The first and second choice lodging were
located inside the park. The third choice option the customer
submitted was outside the park. The reservation was confirmed with
the client's third choice option on February 1, 2016 at 12:58 pm MT
as the first and second choice options were not available.
On February 1, 2016 at 5:34 pm MT the
client called 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. The 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 park. The agent looked for dates the client provided and advised
that the dates were all currently unavailable. The 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, 2016 at 7:58 pm MT the
client submitted a third online request for a 1 night stay in
Yellowstone National Park with an arrival date of July 26,
2016. The Client submitted first, second and third choice lodging
options on the reservation form. The first and second choice lodging
were located inside the park. The third choice option the customer
submitted was outside the park. This online request had the same date
and lodging choices as the second online request. In 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, 2016 at 9:59 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 reservation. The client is
advised of the lodge cancellation policy and the 10% non-refundable
reservation fee. The 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
wanted. The client then has her spouse get on the line and he gets
verbally abusive to our agent. The
client's spouse demands the reservation be canceled and states that
he will be contacting his credit card company and the RevDex.com then hangs up. The agent put detailed notes in the reservation
and requested that a manager contact the client as he was upset.
On
February 2, 2015 our customer service manager called the client and
her spouse answered the phone. The client's spouse said he could
discuss the reservation. He explained how he felt about our online
site and also apologized for the vulgar information he entered in the
third online request form. The client was advised that because the
reservation was canceled within 24 hours we would be refunding the
reservation fee in the amount of $ 31.35. He thanked the customer
service manager and stated that he would not be filing a dispute with
his credit card company. When 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
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 "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
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,
 
[redacted]
Director of Reservations
US Park Lodging
[redacted]
[redacted].[redacted]

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 form. Clearly they are disingenuous and their business model depends on a deceptive practice.  
Sincerely,
[redacted]

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 June 19, 2017 at 12:06 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, 2017. The client also entered a second choice lodging option as Apgar Village Lodge & Cabins and third choice lodging option as Glacier Highland Motel. The client was booked and confirmed on June 19, 2017 in his third choice lodging option as the first two choices were currently sold out for the client's selected dates. Clients of US Park Lodging have the option to skip the second and third choice lodging options if they are not interested in alternative lodging choices. 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, 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 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. 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 "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, any cancellation policies of the lodging or activity, as well as check in times of the lodging or activity. Customers of US Park Lodging agree to assume the responsibility of confirming the accuracy of the reservations outlined on the email confirmation. PLEASE NOTE: For Arrival Days that require IMMEDIATE ATTENTION (within 3 days from submission date) - we will expedite your request: If submitted before 5pm MT - 12 hour response time If submitted after 5pm MT - 24hour response time You will receive an email confirmation with reservation details & confirmation number within 24 hours after we have successfully booked your requested reservation. If you have not received a confirmation and if you have not been contacted by a US Park Reservations Specialist within 72 hours: Check your Spam Folder Call our toll-free number for assistance. US Park Lodging is not responsible for rate changes made by the specific lodging or activity provider. US Park Lodging will not be responsible for loss due to specific action of a lodge or activity provider or by acts of God. Customers 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 so. Although 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. US Park Lodging lists that the online request form is a reservation request. It should not be used to check availability. To check availability, call 844.845.3629 Please feel free to contact me if you have any further questions.  Best Regards,  US Park Lodging406.730.5925

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 car. I did not get a message from the supervisor requesting a call back. I wanted to talk to them that's why I requested a call back. 2 why 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.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [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 stated she submitted an online reservation request form on our website.
Our online reservation request form requires every customer begin by selecting a park; then selecting a property; then selecting dates; then entering number of nights and number of rooms; then...

entering the number of adults and number of children. The client then is required to enter their contact information and a billing summary 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. The rates are set by the Park Service and are based on double occupancy. National Park Reservations does not have the ability to change the nightly rates of any lodges. Rates do change based on room types and number of people in each room. The client then enters their credit card information and must acknowledge that they agree to our terms and conditions in order to submit the request form. Entering second and third choice lodging options can be entered at this time. It is not a necessary step and can be skipped by selecting the “skip this step” option. Once the client has entered their credit card information and agreed to National Park Reservations terms then an email confirmation is immediately sent to the email address the client provided.
“Thank you. Your reservation request has been submitted. All Reservation Requests will be personally handled by a National Park Specialist withing 48 hours. We will book if your request is available or contact you if your request is not available. Please note For Arrival Days that require IMMEDIATE ATTENTION (within 3 days from submission date) We will expedite your request: You will receive an email confirmation with reservation details and confirmation number within 24 hours after we have successfully booked your requested reservation. If you have not received a confirmation and if you have not been contacted by a National Park Specialist within 72 hours: 1. Check your Spam Folder; 2. Call us at 866.875.8456.” Another reservations request sum[redacted] is provided.
On June 25, 2016 at 10:34:34 am MT the client called 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.
Once connected with an agent the client began the conversation by asking to make a reservation for a tent cabin for four people at Yosemite National Park in Half Dome Village for arrival of September 17, 2016 departing on September 19, 2016. The client then changed her mind and asked if she could come on September 16, 2016 and depart on September 19, 2016 which the agent was able to accommodate. The client then asked for information about blankets and the agent provided that information to the client as requested. The client was advised of the lodges cancellation policy and the 10% non-refundable reservation fee. The client asked if the 10% non-refundable reservation fee was in addition to the charge for the room and the agent advised the client that it was in addition to the lodges nightly rate. The client then agreed to the terms and the reservation was confirmed. After confirming the reservation 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.
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 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."
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 to agree to our terms and conditions in order to submit the request form. On April 16, 2017, at 7:51 PM MST the client submitted an online request...

for a four night stay in Yellowstone National Park with an arrival date of May 26, 2017 and departure date of May 30, 2017. 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 Lodge. All of the options the client entered were sold old for the clients selected dates. The client was contacted via phone on April 16, 2017 at 9:37 PM MST and offered an alternative property, Three Bear Lodge, outside of Yellowstone National Park. The client was advised of the cancellation and deposit policy and agreed to book Three Bear Lodge. The reservation was booked and confirmed April 16, 2017 at 9:40 PM MST. The client called back to our agent on April 16, 2017 at 9:43 PM MST and requested to add the night of May 25, 2017 making his reservation a 5 night stay. The client was emailed the reservation confirmation on April 16, 2017 at 10:20 PM MST which included the lodges cancellation and deposit policy. On April 17, 2017 at 7:18 PM MST the client called to change his existing reservation. During 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 agent. The 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 reservation. The client decided to change his reservation to a three night stay with an arrival date of May 26, 2017 and departure date of May 29, 2017. 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 approved. We regret that the client is not happy with the reservation he booked. 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 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. 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 "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, any cancellation policies of the lodging or activity, as well as check in times of the lodging or activity. Customers of US Park Lodging agree to assume the responsibility of confirming the accuracy of the reservations outlined on the email confirmation. US Park Lodging is not responsible for rate changes made by the specific lodging or activity provider. US Park Lodging will not be responsible for loss due to specific action of a lodge or activity provider or by acts of God. Customers 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 so. Although 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 questions. Best Regards,   Cheryl S[redacted] Director of ReservationsNational Park Reservations406.730.5925[redacted]

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

Business Response:Our 10% non-refundable reservation fee would not be included in the cancellation policy of any of the lodges we book for as it is not a cancellation fee. The 10% non-refundable reservation fee is just as stated a fee for making the reservation. We go to great lengths to disclose who we are and the reservation service fee we charge. We have our terms listed in the center of our homepage and a link to our terms in our main navigation throughout our website. In addition, our online reservation request form requires every customer to agree to our terms and conditions in order to submit the request form and who we are and the fees we charge are clearly disclosed. Moreover, for all callers that call in to make a reservation, we outline who we are and our service fee in a recorded disclosure statement that cannot be bypassed prior to being connected with an agent. Finally, at the time of booking over the phone, our agents again go over the reservation fee, as well as any deposits required, prior to booking every reservation.We regret that the client is not happy with our service.Director of ReservationsUS Park Reservations

Business Response:
This client called to cancel his reservation on December 2, 2016 and was advised that the refund of the deposit can take 7-10 business days. The clients deposit should have been refunded on or about December 16, 2016.
Unfortunately the lodge had a system glitch with their new...

computer system and the clients deposit was not refunded until December 23, 2016.  The client was contacted and advised of the reason for the delay.
We regret that the client had this experience and apologized for the delay in the refund. 
 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

Review: I made reservation for [redacted] last year with U.S. Park Lodging and thought it was park of our National Park service to make reservations. I was wrong and had no idea I would be charged a 10% fee for the entire cost of my trip by this service to make my reservation with our National Parks. All they do is call [redacted] to make the reservations and [redacted] sends all the paperwork and reservation information. I had no idea this was a different company. [redacted] doesn't charge any extra fee. U.S. Park Lodging puts this information in fine print to make it legal, but they don't tell you up font. This is a very misleading company and should not allow to be operated under this name without showing this information up front in bold letters.Desired Settlement: Refund all but the first day of reservation and make them change their web page to say in BOLD type they are not park of the US Park Services and they charge a 10% fee for the entire reservation, not just the first night lodging. I would like you to take them off the internet, but I know that will not happen.

Business

Response:

To

the Revdex.com,

This

client submitted an online reservation request on September 27, 2012 for a 2

night stay on October 12, 2013. We booked the client lodging at the Zion

Lodge, his only lodging choice. In addition, this guest submitted a second

online reservation request for subsequent dates at [redacted] just

20 minutes after the first submission. We booked the client lodging at [redacted], his first lodging choice.

Our

online reservation request form requires every customer to 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.

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 US

Park Lodging 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 will 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 using our toll free number or by

submitting an online request form.

This lodge is a lodging facility operated by [redacted]

& Resorts. When reserving a property run by [redacted] & Resorts, a

room deposit equal to one night per room reserved will be billed immediately to

your credit card. All cancellations must be made by 4:00pm PST at least 48

hours in advance of the scheduled arrival date. Cancellations and changes made

within 48 hours of the arrival date will result in forfeiture of the entire

deposit. Properties not run by [redacted] and Resorts will have different

deposit and cancellation policies so please be sure to check your confirmation

email to verify the policies for each lodging facility. [redacted] &

Resorts maintains a reservations center allowing customers to book directly for

Zion Lodge. The lodging rates [redacted] & Resorts charges are set in

cooperation with the National Park Service. [redacted] & Resorts does

not charge any additional booking fees to reserve lodging.

US Park Lodging is not

responsible for rate changes made by the specific lodging or activity provider.

US Park Lodging will not be responsible for loss due to specific action of a

lodge or activity provider or by acts of God. Customers 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 so. Although 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. “

This

client agreed to our terms and conditions both times when he submitted the two

online reservation requests.

US

Park Lodging goes to great lengths to disclose the fee we charge for our

service. 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 website. Moreover, 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. That recording states:

“Thank you for

calling U.S. Park Lodging.

U.S. Park Lodging is a full service

reservation center for lodging and activity reservations in and around our

National Parks.

U.S. Park Lodging 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 of the reservation that you

make.”

Please feel free to contact

me with if you have any further questions.

Best Regards,

National Park Reservations

Director of Operations

Review: Issue # 1 The above Business ( National Park Reservations) with whom I made reservations (for 2 rooms, 2 nights on 12/13/2013) for the [redacted] is a third party operation and does not represent the National Parks or the [redacted] that I made reservations for, although that is what they let me believe. For the service they provide they charge an up-front 10% fee for the entire stay, which appears on my credit card statement not on the same transaction date as the reservation, instead several days later so the $ 81.36 reservation fee is easily overlooked. Several days later I received a phone call directly from [redacted] to confirm my reservation and was told that if I would have made the reservation directly with them I could have saved myself the 10% fee.

Issue #2 I then canceled the reservation made for October 2014, only to find out that the $81.39 reservation fee is nonrefundable. This is ten month away. I do not know of any business that would not give a full refund with 10 month notice. This is a scam operation and I trust that this is neither legal or ethical never mind moral.

Please help me to get my $ 81.39 reservation fee refunded to me.

Thank you for your kind consideration,

Sincerely,

[redacted]Desired Settlement: If it is an ethical business they should gladly refund the service fee or at least establish a cancellation period for a full refund, but not steal the consumers money in such a disguises way. I am curious who owns this kind of business.

Business

Response:

This

client called us on December 13, 2013 to book lodging at the [redacted]

for a 2 night stay on Oct 10, 2014 for 2 rooms. Every client that calls

into National Park Reservations is required to listen through a full-disclosure

recorded message that cannot be bypassed prior to being connected to a

reservation agent. The 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 non-refundable 10% reservation service fee at the

beginning of the call through this recording. In addition, our agent went over

our policies again at the time of booking over the phone.

The

client called to cancel her reservation on January 8, 2014. At the time of

cancellation, the client claimed she was not informed of our 10% reservation

service fee. Our customer service agent explained to the client this was fully

disclosed to her through a recorded message before she was connected with an

agent. Also after listening to the call log, our customer service agent

confirmed and informed the client she was told a second time our 10%

non-refundable reservation fee at the time of booking. We cancelled the reservation per her request

on January 8, 2014.

I

am attaching the full call recording of the call where the client was told of

our non-refundable fee and booked the reservation. Further the client can dial the same number she called

into ###-###-#### to confirm our recorded message that fully discloses our fee and states clearly who we are. The client can also confirm

that our message cannot be bypassed without a three digit extension.

Credit

card processing for our reservation service fee can take up to 24 hours. We state on National Park Reservations ‘our

terms’ page of our website:

“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”.”

The ‘our terms’ page is accessible with links our on main navigation.

National

Park Reservations goes to great lengths to disclose the fee we charge for our

service. Not only do we have a recording that discloses our service fee when our clients call us

that cannot be bypassed and every caller must listen to in full before they can be

connected with an agent and a second time go over our service fee at the time

of booking the reservation, but we have it dead center on our homepage and we

link to our terms in our main navigation throughout our website.

Please feel free to contact

me with if you have any further questions.

Director of Operations

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

To the National Park Reservation,

I BELIEVE THIS COMPANY RIPS CONSUMERS OFF! THEY DO NOT DISCLOSE THE TRUE AMOUNT FOR A RESERVATION ON ROOMS. I THOUGHT THE RESERVATION WOULD BE FOR 128.00 A NIGHT AND IT ENDED UP BEING 214.00 PER NIGHT PLUS 42.00 BOOKING FEE. WHEN I CALLED TO SEE IF I COULD GET A REFUND SINCE IT WAS A MISTAKE, I WAS TOLD THEY DO NOT GIVE ANY REFUNDS AND BASICALLY IT WAS MY FAULT SO TOO BAD!

Review: I, along with many consumers, have been misled by the National Park Reservation website.- First, I thought I was making a reservation through The U.S. National Park Service - Which National Park Reservation is not.- Second, they act as a travel agent and charge the consumer 10% of the total booking fee. This fee is not upfront. It is somewhere in the terms and conditions, but not easily found by the consumer. I only found out I was charged this rate once I saw my credit card bill. - They will not refund the rate charged to the consumer not matter what. They say that I "agreed to the terms and conditions". The fact is, they are misleading the consumers in this matter and making money doing it.Desired Settlement: A refund of the $61.00 I was charged.

Business

Response:

To whom it may concern,

This customer made an online reservation through our website requesting a reservation at the Tenaya Lodge near Yosemite National Park. When booking online you must state that you agree to our terms and conditions in order for us to receive and process your reservations. Please view the link below

https://www.nationalparksreservation.com/onlines/online_page3.php?prk=Yosemite&a...⇄ />
This client has contacted our office with his credit card company stating that the wanted to cancel his reservation 6 days after making it due to the fact he made a reservation through the hotel directly and our services ( dbl booking himself ). The credit card company asked if we could refund the customer due to it being a CUSTOMER ERROR and we stated that he could reuse his 10% fee for up to 1 year for any National Park in the U.S. as well as Canada. I have included a copy of the notes from the clients file as well as the email confirmation the customer was sent at the time of booking also stating our fees .

Review: I was looking for accommodations at Yosemite park for our family vacation. I searched on google and click the link, I was directed to the yosemite lodging page of the website. From there, I can access a reservation request form. The booking website offer me the price rage. I wanted to find out how much it could cost so I filled out the form until the website need my credit card information. The website stated with big font " Book with confident! We will ONLY make credit card charge when have successfully booked your reservation request. Otherwise we will contact you to discuss further options" It should say that "Once you submit your credit card information, you will be charge 10% of your reservation cost and it non-refundation no matter reasons." I submitted my card info hoping that I will know the price of the hotels, compare among 3 choices that I choose and complete the reservation afterward. No. After I submit the card info, I didn't get any further information about price or any details about the hotel on the next page. Therefore, I didn't want to wait so I called their toll free number and I successfully booked another reservation. About 2 weeks later I checked my credit card account and found out that I was charged twice by this company. So I call them to ask them to credit one of the reservation for me. Even I tell them I am their customer with another booking with them, they can't credit me back $103.79 reservation fee. After talking with their manager raising her voice keep saying "it's non-refundable". I gave up.You can do the investigation on this website. It is luring inexperience traveler like me who want to book the reservation at National Parks. Someone should stop the website to do business like this. This is stealing. They don't tell people how much they will charge them. They don't show the details of what they're going to charge. They just take your card information, charge you what ever they want and tell you that you are agree with all terms and conditions.Desired Settlement: Change the way the website charging people. Show customers details on how much they are going to charge. Take away the word "Book with confident" on the credit card page.

Business

Response:

To whom it may concern,

I do only show 1 reservation under this clients name and that reservation was booked via phone call. Please let me know if the online booking could have been under a different name.

Thank You ,

Operations Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

I have reviewed the response made by the business in reference to complaint ID 9488273, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

To Whom It May Concern,

Review: I believe this company is engaging in deceptive business practices. They are operating [redacted] and [redacted] and offering reservations for Old Faithful Inn.

If you attempt to book a reservation Old Faithful Inn, you will not be told that all reservations for the inn are booked for the summer (verify with [redacted], [redacted].

Instead, of being told there are no rooms available, you will complete the reservation process, providing a credit card number. At one point, you will be asked for 2nd and 3rd choice lodging options and presented with the terms of service. When you do not get your first lodging choice and attempt to cancel the reservation, you will be charged a 10% fee.

I believe the charging of the 10% fee is deceptive and potentially unlawful.

It took screenshots of the reservation process:

Selecting my desired lodging options: [redacted]

Providing Payment Information (note, this is a test credit card number)

Reservation Confirmation (note that it says Old Faithful Inn, not something else)

[redacted]Desired Settlement: I just need this on record that this company is deceptive an fraudulent and I want my 10% back. However, I'm more concerned about all the people that do not pursue getting their 10% back

Business

Response:

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 form. On

January 17, 2016 at 10:32 am MT the client submitted an online

request for a 1 night stay in Yellowstone National Park with an

arrival date of July 1, 2016. The client submitted a first choice of

Old Faithful Inn, no second or third choice options submitted. An

email response was sent to the client on January 17, 2016 at 12:48 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, 2016 at 8:55 pm MT the

client submitted a second online request for a 1 night stay in

Yellowstone National Park with an arrival date of July 26, 2016. The

Client submitted first, second and third choice lodging options on

the reservation form. The first and second choice lodging were

located inside the park. The third choice option the customer

submitted was outside the park. The reservation was confirmed with

the client's third choice option on February 1, 2016 at 12:58 pm MT

as the first and second choice options were not available.

On February 1, 2016 at 5:34 pm MT the

client called 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. The 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 park. The agent looked for dates the client provided and advised

that the dates were all currently unavailable. The 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, 2016 at 7:58 pm MT the

client submitted a third online request for a 1 night stay in

Yellowstone National Park with an arrival date of July 26,

2016. The Client submitted first, second and third choice lodging

options on the reservation form. The first and second choice lodging

were located inside the park. The third choice option the customer

submitted was outside the park. This online request had the same date

and lodging choices as the second online request. In 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, 2016 at 9:59 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 reservation. The client is

advised of the lodge cancellation policy and the 10% non-refundable

reservation fee. The 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

wanted. The client then has her spouse get on the line and he gets

verbally abusive to our agent. The

client's spouse demands the reservation be canceled and states that

he will be contacting his credit card company and the RevDex.com then hangs up. The agent put detailed notes in the reservation

and requested that a manager contact the client as he was upset.

On

February 2, 2015 our customer service manager called the client and

her spouse answered the phone. The client's spouse said he could

discuss the reservation. He explained how he felt about our online

site and also apologized for the vulgar information he entered in the

third online request form. The client was advised that because the

reservation was canceled within 24 hours we would be refunding the

reservation fee in the amount of $ 31.35. He thanked the customer

service manager and stated that he would not be filing a dispute with

his credit card company. When 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

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 "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

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,

Director of Reservations

US Park Lodging

[redacted]