National Park Reservations

Review: I was searching the phone number for Yosemite National Park reservations, when the phone number for National Park Reservations came up. I called the number, under the impression that I was actually calling Yosemite National Park. Looking back, I did not bother to listen to the automated message about the company's disclaimer (that they were not affiliated Yosemite), because I was waiting for a live person. I simply placed the call on speaker phone.National Park Reservations NEVER stated that they were a travel agency. Because I assume this business was representing Yosemite National Park, I was confused by the 10% service fee. National Park Reservations is misleading customers, and should be required to rename themselves "National Park Travel Agency."Had I known they were a travel agent, I would have never called them or given them my patronage.Desired Settlement: I would like $25.29 refunded from my reservation order: [redacted].

Business

Response:

Review: I attempted to make a reservation at a hotel in the [redacted] and the only site that came up was NPR. I was aware of the 10% fee but believed that I had the opportunity to confirm the reservation (once one was found ... mind you I selected three of four to look at)....before being charged the 10%. When I tried to call the hotel I got [redacted] from NPR and in that recorded conversation I told [redacted] that I do not want to make a reservation at this time as I do not want to pay the 10% penalty (as I called it). I called him immediately after I filled out the on-line form. Anyway, I never actually received any email or letter from them that they made the reservation. I did, however, see a charge for the hotel on my credit card. Luckily, I explained to the hotel what happened and they credited me back the hotel charge for that night. That hotel acted in good faith (and really did not have to credit me the amount). When I contacted NPR, they said that they sent me the email confirmation but that it was returned due to me spelling Yahoo incorrectly on my email address. They did readily admit that they knew it was returned and did nothing about figuring out why (which seemed to be a pretty obvious misspelling). They said they would not refund me the 10% charge because they made the reservation. I explained to them that since I did not receive any notice that the reservation was made, I should not be charged this fee. Furthermore, I asked [redacted] why they would not have mailed me a letter to my address, which they ask for on the site. He did not have an answer for me. There service is completely and utterly ridiculous and they know it. I would be embarrassed if anyone I knew worked for such a company who did so little to actually communicate my reservation to meDesired Settlement: 32.00 refunded to my [redacted] card.

Business

Response:

Dear Revdex.com,

This client submitted an online reservation request on

August 5, 2013 at 11:29 am.

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:

“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. “

After

a client submits the online reservation request, the very first lines of the

confirmation page states the following:

“ All Reservation Requests will be personally handled by a

National Park Specialist within 48 hours. We will book if your request is

available or contact you if your request is not available. “

Per the client’s request we booked her first choice lodging

at the [redacted] for a 2 night stay with an arrival date of

August 31, 2013. The client was emailed

a reservation confirmation email on August 5, 2013 at 12:37pm to the email address she entered

on her online reservation request form. The client misspelled her email address

and as a result, she did not receive her reservation confirmation email.

The client called into our reservation center on August 6,

2013 at 8:58am and failed to mention she had submitted an online reservation

request the previous day. If she had mentioned her form submission, our reservation

agent would have informed her we successfully booked her requested lodging

reservation. Further, we would have been able to correct her email address and

resent the confirmation email.

National

Park Reservations 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:

“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 listened to the above recording when she called

in to speak with our reservation agent on August 6, 2013. In fact, during her

call with our reservation agent she fully acknowledged our 10% reservation fee

(please review the full call log: CallID – [redacted]). The client also agreed to our terms and

conditions when she submitted her online reservation request on August 5,

2013. Moreover, it was the client’s

misspelling of her email address that resulted in the lost reservation confirmation email.

Please feel free to contact me if you have any further

questions.

Best Regards,

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]

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.

First, after reading the other Revdex.com complaints about this company (about 18 ..I think), there is a complete lack of communication regarding how this company actually finalizes the reservation process. No where on the website does it say that you as the consumer will not have the opportunity to accept or reject the reservation based on the companies booking a reservation. This is a problem because when you request there assistance you are given the option of several hotels in which they will try to book. However, you as the consumer has no idea what the price of the room will be. The website only conveys to the consumer that a 10% charge is assessed if you book a reservation. The consumer has no idea that they do not have a last chance to reject the reservation without occurring the fee. There website is completely misleading. It should say once you submit your request for them to search you are charged 10% fee. This begs the question, if there were no rooms available in any of the four hotels that I chose, would I still have been charged the fee as there would not have been a reservation made.

In any event, this is really not the issue in my case. The issue here is they never made a "good faith" attempt to communicate the reservation to me. They told me when I called them (and finally got through to a person) that I spelt me email address wrong. Assuming this is the case, they readily admitted that I did not spell "Yahoo" correctly and that I left out a letter. They also said they knew it was rejected because of this, yet no one thought to try to solve the problem by merely correcting the misspelling of "yahoo." No matter what letter was left out they surely could have figured out it was Yahoo.com email address. This would be a different situation if I spelt the first part of my email address wrong, in which case they might not know how to correct it, but they certainly knew how to correct this email address mistake, but chose not to. Moreover, they require you to put your home address on the form which I did and they did not send me a letter in the mail. It is entirely there responsibility to make reasonable efforts to communicated my reservation to me, and yet they chose not to either do to laziness or incompetency.

This company is very shady and should not be allowed to continue to conduct business.

Regards,

Business

Response:

Dear Revdex.com,

Review: This is an intentionally deceptive business that does not adequately disclose their non-affiliation with the National Parks system nor its 10% administrative fee on reservations made. This is only made clear AFTER the purchase transaction when they process your credit card or if you call them to discuss it. The 10% fee is not even disclosed in the confirmation email that is sent immediately following the order. It is very telling that on the voicemail before you can ever talk to a person, they disclose the 10% fee. Clearly, they must have a lot of calls about this!Desired Settlement: Require better disclosure and customer acknowledgement of the 10% fee before proceeding with the txn.

Business

Response:

Review: I contacted this place for reservations in Yellowstone National Park on Sunday, July 20, 2013. I was told that I would have a 10% charge added to my reservation cost which I agreed to. I called back within 2 hours to cancel my reservation when, upon further research, I found that this was not a service of the National Park Service and that they had many complaints in reviews on various websites on the internet. Additionally I found that they have an "F" rating with the Revdex.com. A very rude man answered the phone and cancelled my reservation. He stated that a 10% charge was going to be on my credit card. I said okay, just please cancel the reservation. I was told that I would receive a confirmation email on both the original reservation and on the cancellation. I have not received one confirmation email. Additionally my credit card was charged the full amount of the room and the 10% fee. I called back and talked to a woman who told me that the Park had rejected the reservation and that a full amount would be returned to my card. I believe the woman because the amount charged to my card for the room alone had no taxes added it was the straight $75 that the woman told me was the charge for the room. I called back and left a voice mail asking that the full amount be returned within 2 days. The rude man called me back and told me that it wasn't true what the woman told me and that I would still have to pay the 10%. I just want my money credited back to my card. This company is a fraud and I think people need to be warned.Desired Settlement: I would like to have the full amount, $85.50 returned to my credit card ASAP. I think that the park did reject the reservation and this company has lied to me.

Business

Response:

To Whom it may concern,This client contact our office via phone and our agent did confirm a reservation for her at Yellowstone National Park for July 25th 2013 for a 1 night stay. When contacting our office via phone each client must listen to a prompt that is played prior to reaching an agent. The prompt states the following -http://www.usparklodging.com/terms.php .During a booking by phone each and every agent is required to go over a verbatim letting the client know that we are just one way to book reservations. Please view the script below as this was read to the customer at the time of booking._____________ is a lodging facility located within _____________ National Park. ________________ is operated by the concessionaire, Xanterra Parks & Resorts. Xanterra Parks and Resorts will charge and equal to one (1) night per room reserved to your credit card as a deposit. You will have forty-eight (48) hours prior to your arrival to cancel or change your reservations with no penalty from the hotel. All of the Xanterra Parks & Resorts terms and conditions for ______________ apply to this reservation and a complete copy will be provided to you in a confirmation email. Xanterra Parks & Resorts maintains a reservation center allowing customers to book directly for _________________. The lodging rates Xanterra Parks & Resorts charges for ____________ are set according to the National Park Service. Xanterra Parks & Resorts do not charge any additional booking fees to reserve lodging. Our service, US Park Lodging, is a travel agency booking lodging for ________________. For this service, US Park Lodging charges a 10% non refundable reservation fee based on the total dollar amount of your reservation. This fee is non refundable but can be transferred for up to one (1) year if you need to change or cancel and can be used for any national park in the United States or Canada. Customers using US Park Loging to make their lodging reservations in _______________ agree to use our service to make all cancellations and/or changes to their reservations. Do you understand everything I have explained to you? Would you like to continue booking the reservation?We do clearly explain that we are a travel agency and that customers can contact the property or concessionaire directly, when the reservation was confirmed the lodge took a 1 night deposit of $85.05 up front as this was explained to the customer and our service charged an additional 10% of $8.51. Even though the customer canceled the same day the terms were read to her an she did agree to them. When cancellations happen it can take up to 14 business days for a refund to show on a clients card. I show no error in this reservation and I have also included the 2 email confirmations that the customer stated she never received for your review. E-mail Date

2013-07-21 15:50:33

E-mail Information

To:

[redacted] Time Sent:

2013-07-21 15:50:33 Agent Sent:

[redacted] Subject:

NPR: [redacted], [redacted] - July 2013 - Yellowstone - Lake Lodge Cabins

Dear [redacted],

We are pleased to confirm your reservation.

Your Reservation Number is # KGLMF.

RESERVATION SUMMARY

Guest Information: [redacted]

6323 Sky View Lane

Charlestown, IN 47111

###-###-####

Reservation Information: Arrival Date: July 25, 2013 (Thursday)

Depart Date: July 26, 2013 (Friday)

# of Rooms: 1

# of Adults: 2

# of Children: 0

Property: Lake Lodge Cabins

Room Type: Pioneer Cabin - 1 Double

Nights: 1

Nightly Rate, Per Room (including tax): $85.05

Location: GPS Coordinates to Lake Lodge check-in: 44.555000,

-110.395483

You MUST contact U.S. Park Lodging to make any changes or

cancellations to your reservation. If changes or cancellations are

made directly with Xanterra we are NOT able to see them.

LODGE POLICIES Check in- 4:00 P.M. Check out- 11:00 A.M. Cancellation/Deposit: Xanterra Parks and Resorts has

charged an amount equal to one night per room reserved to your credit card

as a deposit. 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. In addition: U.S. Park Lodging has charged a 10%

non refundable reservation fee based on the total dollar amount of your

reservation. This fee is non-refundable but can be transferred for up

to 1 year if you need to cancel or change your reservation, and can be used

for many different National Parks in the US or Canada. This fee will be

billed to your credit card under the memo U.S. Park Lodging.

For reservations booked more than 6 months in advance - Room rates

are subject to change for the upcoming season.

Due to the unique style, none of the IN PARK properties

can guarantee any specific views.

For your security U.S. Park Lodging does not retain credit card

numbers. For changes that require additional charges you will be asked to

provide the complete credit card number again.

If you need to change or cancel your reservations please call

###-###-#### and choose option 2 for the cancellation and change

department or go online to

http://www.usparklodging.com/cancellation.htm

to cancel your reservation.

NOTE: After 6:00pm Mountain Standard Time choose option 1 for

cancellations and changes.

FOR ROAD INFORMATION

CALL ###-###-#### OR VISIT http://WWW.NPS.GOV/YELL. Airports near

Yellowstone National Park: Logan International Airport- Billings, MT (180 miles

from N entrance)Gallatin Field Airport- Bozeman, MT (88 miles from N

entrance)Jackson Hole Airport- Jackson, WY (50 miles from S

entrance)Yellowstone Regional Airport- Cody, WY (55 miles from

E entrance)West Yellowstone Airport (seasonal only)- West

Yellowstone, MT (7 miles from W entrance) Yellowstone Park is open year-round, but all roads (except North

Entrance- Mammoth to Cooke City) are closed to wheeled vehicles from

November to May. During the winter season, park roads are only open to

snow vehicles. Yellowstone National park lies at a high elevation. Because of

this, weather patterns and temperature ranges are often unpredictable.

In summer, lows can reach into the 40's while highs can reach the

80's. Spring and fall are the most unpredictable seasons as weather

patterns shift between summer and winter. During winter, temperatures

between 0-30 Fahrenheit are typical. Cell phone service inside the park is inconsistant, but there is a

little reception at Old Faithful, Mammoth, and Grant Village. Currently, the National Park Service charges $25 per private vehicle to

enter the park. The entrance pass is valid for seven days. Dining room reservations are required at Grant Village, Lake Yellowstone

Hotel, and Old Faithful Inn during summer. During winter, they are

required at both the Old Faithful Snow Lodge and at Mammoth Hot Springs

Hotel. Preferance for summer dinner reservations is given to those

guests who are staying in that specific hotel. Guests can make dinner

reservations at any hotel beginning 60 days prior to arrival by calling

###-###-####.

Review: Dear BBT I did reservation through site [redacted] which is located in [redacted]. 2 cabins for 6 people reserved for the August 24.Today august 22 and there is a huge fire there. I call [redacted] directly, they said that fire is extending even more from yesterday, news tells that people evacuated from the nearby camps, Big traffic due closed roads, extreme evacuational situaions. Please see these news for today august 22: [redacted], told about fire and smoke that spread out to curry village too. I asked for refund $238.43 or re-scheduling for other dates when it's safe. They said that it's not their policy and there is no exceptions to do refund or even re-schedule. Company force people to go into fire zone while govenment and safety authorities ask to stay home. Please help to recieve refund from this company.Desired Settlement: I woudl like to recieve refund by tomorrow 8/23 before I suppose to go to [redacted]. Please let me know if you would be able to take care of this. I am thinking not only on behalf of myself, but other people who rent through this company and force to go into fire zone.I am amazed now nice they were when I did renting about 4 weeks ago and how cold they talk today when I told about a fire. It was like talking to other company at all.they refuse discuss refund or re-schedule.

Review: The website makes hotel reservations and requires "alternate" choices. Without notifying me, it made an alternate reservation, then charged me a 10% nonrefundable fee when I tried to cancel. They also said that the hotel was charging me an additional feel for canceling (done within 24 hours of making the reservation). Neither fee was clearly stated on their website, where they pretend to be an official national parks vendor (when they are not)Desired Settlement: I am requesting a refund of $26.52, which is 10% of the $265.29 reservation that I canceled. I also request refund of the $7 fee charged through them by the hotel.

Business

Response:

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,

Director of Reservations

National Park Reservations

406.730.5925

[email protected]

Review: I was trying to book a room in Yellowstone national park. I was under the impression that the request I sent was for finding a room and pricing, instead they charged me for a very expensive room without confirming my wanting to pay that price. they gave me a very broad range of prices for rooms, and did not disclose what I would actually be paying for the room prior to booking. I'm retired on a fixed income and I cannot pay exhorbitant rates for motel rooms, so I would not have authorized a charge of 3 times the rate I was looking for. The terms do specifically state that there is a 10% non-refundable fee for services, but they did not get my authorization to charge the extreme rates for the room. Therfore, they should not charge the 10% of the total bill which was not authorized.Desired Settlement: I would like to receive the 10% fee refunded and the company required to get authorization for any future charges to the public for specific amounts, not a broad range of pricing.

Business

Response:

This client submitted an online reservation request on Aug

21, 2013 for a 2 night stay on Sept 27, 2014.

Customer requested to book Canyon Lodge & Cabins as the first

choice, Lake Lodge Cabins as second choice, and Lake Yellowstone Hotel and

Cabins as the third choice. The first

and second choice lodges were sold out for the requested dates. Thereby we booked lodging

per the online request at Lake Yellowstone Hotel and Cabins, the client’s third choice

lodging. The price range for Lake Yellowstone Hotel and Cabins was clearly

noted as a nightly fee of $164-$644.

The client did not leave comments on the online reservation request

indicating an expectation of a maximum nightly rate. The client also did not

call us or send a follow up email with such instructions.

As this request was made in August and we began booking in-park

Yellowstone Lodges since May 1, 2013, availability was limited and any

available lodging options was the result of a last minute cancellation. The

least expensive lodging option available at Lake Yellowstone Hotel and Cabins

at the time of booking, was a Standard Room – 1 queen bed for $319.00 nightly

rate with tax, which was within the price range client agreed to per her online

form request. Furthermore, this room option is the third most inexpensive room

type that is offered by this lodge. Only the Frontier Cabin and Sandpiper Lodge

Rooms are less expensive and limited in number compared with the hotel room

offerings.

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.

Online requests made

Monday - Friday between 8:00am - 3:00pm MST, will be replied to by 6:30pm MST

that same day. Online reservation requests made after this time will be

responded to within 24 hours. Online requests made between 3:00pm Friday -

Sunday will be responded to by Monday at 6:00pm MST. 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.

Canyon Lodge and

Cabins is a lodging facility operated by Xanterra Parks & Resorts. When

reserving a property run by Xanterra Parks & 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 Xanterra Parks 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. Xanterra Parks & Resorts

maintains a reservations center allowing customers to book directly for Old

Faithful Inn. The lodging rates Xanterra Parks & Resorts charges are set in

cooperation with the National Park Service. Xanterra Parks & 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. “

After

a client submits the online reservation request, the very first lines of the

confirmation page states the following:

“ All Reservation Requests will be personally handled by a

National Park Specialist within 48 hours. We will book if your request is

available or contact you if your request is not available. “

The client agreed to our terms and conditions when this

client submitted the online reservation and was told we would book per the

online reservation booking request if available.

Client called to cancel this reservation on Aug 24,

2014. We successfully cancelled this

reservation and the customer was informed the reservation fee will be held as a

credit to be reused up to one year from the date of booking towards our service

fee for future reservations at any of the national parks that we serve.

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,

“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.”

Best Regards,

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 10192632 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.]

The whole point of my complaint is being ignored. I’ll try

to make my point step by step.

1. 1. The link on the Yellowstone web site to the National

Parks Lodging looks to be an official site. This is deceiving to us older

people who are not “internet savvy”.

2. 2. When I submitted a request for a room, I was under the

impression that I would be contacted for approval prior to booking an expensive

room “within a price range”. For all I know, since they are making 10%

commission for their “services”, they find the most expensive room available,

not the most affordable. They give no guarantee.

3. 3. Giving a range of prices rather than telling you what

it’ll cost is kind of like walking into a furniture store, saying I’m

interested in a bedroom suite and receiving a range of prices from say from

$200 to $2000. Are you interested in purchasing one of these? If you say yes,

they say good, you just purchased a $1500 bedroom set plus 10% commission. You say

that’s too much and they tell you that you can cancel, but still have to pay

the 10%. I find this appalling.

4. 4. It would be very interesting to find out how many

people cancel their reservations as soon as they find out the price they’re

paying.

5. 5. How many people, “especially us old folk”, actually read

the entire terms and conditions specified on a web site prior to submitting a

request for quote? I realize this opens us up to being taken advantage of, but we're old and it's difficult to learn the ways of the modern world.

Regards,

Business

Response:

Dear Revdex.com,

Per the client’s request, I will address each point listed

by the client.

1. The search engine website links and descriptions,

identify who we and the services that we provide. We service lodging and activity reservations for

the national parks serving in-park lodges as well as the gateway communities.

As such our links reflect the services we provide. In our efforts to be clear

to our customers, on our homepage and on our terms pages, we do clearly state that

we are not the park concessionaire nor affiliated with the National Park

Service.

Review: Last year I made phone reservations through national park reservations for a 3 night stay at the swift current motor inn cabins located in glacier national park. I was supposed to stay august thirteenth till when I departed the morning of the 14th. I have an email confirmation stating this that was sent to me on october 3rd because I had requested one for my records. over the course of the last year or so I had called back several times to ask questions and they always reaffirmed my reservations . About a month before my trip I found out through another company called [redacted] that national park reservations had me down for two nights only. National park reservations is who [redacted] hires to do some of their reservations.

I called NPR right away. They began looking for another hotel for the night of the thirteenth. 2 or 3 days before I was scheduled to drive to the park they called me and said they had a room at the many glacier hotel. This room was 225 dollars, the room I had booked, the room I was told was mine was 69 dollars a night. I went ahead and booked the room because I had no choice, I absolutely needed a room for the thirteenth and since it took them a month to find this room I didnt have any faith theyd find something else while I was driving out. I also assumed they would do the right thing by their customer and just charge me the original rate I signed up for.

The reason I had no choice, the reason I had to take any room they gave me is because the morning of the 14th I had a shuttle bus scheduled to pick me up from inside the park at 7:30 at that point I would be hiking out to a back country chalet to stay the night. So, I need that night in the hotel otherwise id have no palce to stay in between the 2 hotels and I was traveling with a child. I had already made my deposit at the back country chalet and it was over 225 dollars.

so, a few days ago I called NPR, they admitted they made a mistake and refunded me my reservation fee of fifteen dollars. But, they wouldnt refund me the difference between the rate of the room they promised me nd the room price of the room they gave me. Their excuuse was that they say I had a choice. I could have chosen to not take the room. I found that ridiculous. Had I not taken that room I wouldnt have had a place to stay. I would have had to cancel my vacation short and lose my entire deposit on the back country chalet. the back country chalet has a very strict cancellation policy and I would have lost everything. I dont think that is a fair choice. Either pay 135 bucks extra for a room you didnt order or lose your 235 dollar deposit on another room and cancel your vacation....all because of a mistake they made! to me, this is almost bait and switchDesired Settlement: I dont want a free room. All I want is the difference between the cost of the room I ordered and the one they gave me

Review: On or about January 23rd, 2014 I made a reservation with the National Park Reservations for a hotel in Utah for 9 nights. The website showed the cost of the room at $109/night. I had looked at other sites for a room and this was the best price. I received an email back from the National Park Reservations on January 23rd that my reservation was confirmed. As I read the email, I noted the price was $265. 82 a night which was way out of my price range and it was not affordable to me. Upon reading the email on January 24th, I immediately emailed them back canceling my reservation due to the change in cost/night making it unaffordable. They confirmed my cancellation. I received my credit card statement, February 24th and noted I was charged $239.24 on January 24th by the national park reservation company. I called them on February 24th inquiring about the charge explaining I had canceled my reservation immediately upon learning of the misrepresented charge per night per room. The phone receptionist explained that the company gets 10% of the total cost when you make a reservation and it is nonrefundable. The charge on my credit card was $239. 24. I explained I canceled the reservation immediately and I believe the company misrepresented the cost/night. The phone receptionist agreed to refund half of the that amount. I am still out $119.62 due to making a reservation with a company which misrepresented the cost on line. My reservation number was 273084870.Desired Settlement: I would like the other half refunded to me, $119.62. I would also like the National Park Reservations web site to show the actual price when someone is making a reservation prior to them committing to the reservation. I would not have made the reservation with National Park Reservations if I had known the price/night was $265.82. The company misrepresents the price/night in order to gain customers. This is a scam. Thanks for checking into this concern. I would like to prevent others from loosing their vacation savings to such a company.

Review: I contacted [redacted] on Feb 21, 2014 to make reservations for 2 nights in June for a family vacation. I was under the impression that this was officially affiliated with the National Parks based on website name, website content and internet search responses and that this was an official method for making reservations for hotels in the park.

Over the phone during the reservation call, I was read a script with a significant amount of "fine print", and I did verbally agree, but did not understand after being read that listing that they are NOT part of the US Park Service and are in fact a private LLC with no affiliation to the National Park Service. I was aware of the 10% booking fee, but I was under the impression that this was related to the National Park Service and not a booking fee for this private company.

During the phone call, I did as several questions regarding the condition of the room that was offered to me for reservation. I did not ask specifically about the level of details that were provided and was given more information than was requested. In follow up research I discovered that the room in question did not have air conditioning. While I did not specifically inquire about air conditioning, I also would have expected an agent to review this information with me in providing a summary of offered accommodations, especially considering that information she did provide. I would have not imagined any hotel accommodations would not have air conditioning.

Had I known during the call that the room had no air conditioning, I would have not booked this reservation. On February, 22, I called [redacted] back with a complaint and requested to have my request for reservation cancelled based on this new information. They did cancel my reservation and refunded me the single day hotel fee. The refused to refund to me the ~$29 "non-refundable service fee". I escalated this issue to a manager on the phone. She reviewed my previous call and additionally refused me any additional recourse, refund, or solution.Desired Settlement: While the service fee charged is a minor amount IN THIS CASE, I am filing this complaint as I feel as if this website/company misrepresents their services and affiliation with the National Parks Organization. Their messaging, branding and general communication is misguiding.

At a minimum I request that this $29 service fee be refunded to my credit card.

Additionally, I would hope that some investigation into their company name and or messaging is required to be modified to clearly inform others that they are not only a PRIVATE LLC but that the 10% non-refundable charge is affiliated solely with their company policy and in no way is part of the reservation services required by the national parks.

Business

Response:

This client called us to book lodging for Grand Canyon National

Park on February 21, 2014 for a 2 night stay on June 10, 2014. Every

client that calls into US Park Lodging is required to listen through a

full-disclosure recorded message that cannot be by passed prior to being

connected to a reservation agent. This recorded message states the following:

“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.”

This client was told of our 10% reservation service fee at the

beginning of the call. In addition, US Park Lodging recites the following

disclosure during the call prior to booking every reservation. This is the full

disclosure that we recite:

“_____________ is a lodging

facility located within _____________ National Park. ________________ is

operated by the concessionaire, [redacted]. [redacted] will charge and equal to one (1) night per room reserved to

your credit card as a deposit. You will have fourty-eight (48) hours prior

to your arrival to cancel or change your reservations with no penalty from the

hotel. All of the [redacted] terms and conditions for

______________ apply to this reservation and a complete copy will be provided

to you in a confirmation email. [redacted] maintains a

reservation center allowing customers to book directly for _________________.

The lodging rates [redacted] charges for ____________ are set

according to the National Park Service. [redacted] do not

charge any additional booking fees to reserve lodging. Our service, US Park

Lodging, is a travel agency booking lodging for ________________. For this

service, US Park Lodging charges a 10% non refundable reservation fee based on

the total dollar amount of your reservation. This fee is non refundable but can

be transferred for up to one (1) year if you need to change or cancel and can be

used for any national park in the United States or Canada. Customers using US

Park Loging to make their lodging reservations in _______________ agree to use

our service to make all cancellations and/or changes to their reservations.

Do you understand everything I

have explained to you? Would you like to continue booking the

reservation?”

The client was told by our agent as well as through a recorded

message at the beginning of the call: we

not the park concessionaire and we are a travel agency that charges a 10%

non-refundable reservation fee. Only after a client gives verbal confirmation do

we continue booking the reservation.

Majority of lodges inside the National Parks do not provide

air-conditioning, televisions and other modern amenities because they are historic

destinations. When certain amenities are requested to our agents, we can

recommend and reserve lodges that offer those amenities. In this case, the client did not mention

air-conditioning as a desired amenity.

The client called the following day and spoke with our customer

service agent to cancel the reservation. Per the client’s request, the customer

service agent cancelled the reservation. The client was again told our 10%

reservation fee was non-refundable but will remain as a credit and can be

reused up to one year from the booking date.

US Park Lodging 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 recite a full-disclosure on who we are and our terms and

conditions at the time of booking. Furthermore, on our US Park Lodging

website, our terms and conditions is dead center on the homepage and we link to

our terms in the main navigation throughout the site.

I accidentally booked something thinking that I was getting availability information. I chose 3 hotels that I was interested in, and they automatically booked one, which is ridiculous! I would never just let a system chose the room and hotel for my stay. I only found out when I checked my bank account days later. I never got a confirmation email because it went to my junk mail folder! When I called to cancel the reservation and ask for a refund of their ridiculous 10% booking fee (which I would never have agreed to) they flat out refused (after 30 minutes on the phone) and told me that even if it was a mistake it was my fault, not theirs. They said if I had contacted them as soon as I received the confirmation email I could've had my 10% booking fee cancelled, but unfortunately I didn't get to the email in time. Their website is completely misleading. They appear to represent themselves to be the only way to book in the national parks when they are not. They are definitely taking advantage of people who are doing things quickly and without doing tons of research and reading (which is like everyone.) Not a happy camper... I don't understand how they're still in business with a customer service policy that is so rigid and unforgiving. It's tantamount to stealing.

Review: I went online to make reservations at Skyland Resort within the Shenandoah National Park. The website does not disclose they charge a 10% fee based on the reservation dollar amount. The fee is hidden in a document after I make my reservation. I called the 1-855 number and they clearly disclose their fee early on in the recording. The website should make it clear early in the reservation process.In addition, they do not disclose how much the room is. That is clearly unethical and maybe against the law.Desired Settlement: I want my reservation request cancelled and I should not be charged the 10% fee.

Business

Response:

To Whom it may concern,

I do not show a client under this name or information please let us know if the reservation was done under another name.

Thank You,

Operations Manager

National Park Reservations

Review: My complaints are for 1) not fully explaining what I'm signing up for, such as their service, the (monetary) level of accommodation I *maybe* getting, etc., 2) allegedly booked me for an expensive accommodation, just so that they can charge me for outrageous service fee, 3) not providing any "service" that they charged me for, 4) being inflexible about my situation (accident), and 5) disguising as if they have an affiliation with national park service.Here's the story: I accidentally (computer mishap) placed a reservation request online for an accommodation near Sequoia National Park. They charged me 10% non-refundable fee for their "service". I received a confirmation email for a ~$400/night (!!) room, which is way more expensive than I can afford. Note that in their website, they do not show availability or kind of room you are getting. I called their customer service to discuss that it was accident and to cancel, but they are inflexible about their cancellation policy. In other words (since I was contemplating on booking for 2 nights), I got charged for ~$80 for their "service". A representative found a room for $159 at a less desirable location as an alternative, but still charged me for $80, separate from accommodation. I asked if I can be on a waiting list for a better location and/or cheaper lodge, she said no.My (original) reservation # is reml0076466. The representative I've talked to on 4/26 at around 8:15am PDT was [redacted].Desired Settlement: I would like a service fee refunded (~$80), as I didn't get any service from them, please.

Business

Response:

To whom it may concern,

This client made a reservation via website requesting a lodge inside Kings Canyon National Park, I show that we did confirm a reservation at the customers request and sent the customer a confirmation via email as stated on our website. I have included a copy of the online form the customer filled out at the time of booking as well as the email confirmation.

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 9520540, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

While filling a web request form, the disclaimer does say 10% of the reservation made will be charged as a service fee, if a match is found. However, it does not give customers a choice of the (monetary) level for the accommodation they are willing to pay for, or a guarantee that a room will be reserved. In other words, if a customer happened to get a reservation for a $100/nt room, it'll be $10; if it's for a $500/nt room, it'll be $50; if no match is found, no charge. Making online reservation should not vary depending on the room reserved. At the end, I was charged for over $80 for using their web submission, but receive NO "service" that's worth $80. I personally do not consider a copy of the online form I filled out and the email confirmation are worth $80 of service fee.

As noted by other reviewers Of National Park Reservations, I have been been duped into a 10% booking fee after making what I thought were free reservations online for Many Glacier hotel through National Park Reservations. I first called National Park Reservations' toll free number, and as soon as I heard that I would be charged a 10% service charge for reservations using the telephone, I hung up and used the online registration process. After completing the online reservation,which gave no indication of any fee, I received a call from National Park Reservations to complete my reservation. At no time was I informed by National Park Reservations' representative that I would be charged the 10% service charge for what I thought was a free online reservation.
This organization capitalizes on confusion and misleading information. The US Park Service should not permit this organization to use "National Park" in its title. Much ill will is generated towards the US Park Service because National Park Reservations relies on confusion and preys on potential visitors to National Parks.

Review: This has also been a bait and switch. I checked the website of nationalparkreservations.com and the indication was that accommodations were available for me to book a room within Grand Canyon National Park. [redacted], a representative of the National Park Reservations called the next day to let me know my booking was not available. I told her that I would simply book online elsewhere. She said that it was not a problem that she could book for me. She did not say there would be a $74.08 charge to book a room outside of the park at a hotel that I could go online and book for free. National Park Reservations has charged my credit card $416.76 for a room that is available for $276.14. Their excuse for a $74.08 charge associated with my reservation is that I originally booked the room for 2 nights and they charge 10% of the booking price as a fee for handling the booking. I never asked [redacted] for a 2 night stay. So even If I owe a "booking fee" it should be $34.27. I spoke with [redacted] at their customer service number [redacted] ext * at 11am this morning 5/1/2015. After explaining my situation to him, he refused to help. He said it would take 2 days for him to go back and listen to my conversation with [redacted]. Then he would get back to me but that, more than likely, he would not be adjusting my charges.Desired Settlement: I would love a refund of $140.62 as that I should only owe what the hotel charges for the exact reservation that I requested and stated to [redacted] that I could do for myself. She made it seem that it was no problem for her to make the reservation and I never understood that she would charge me to simply make the reservation. I would have been satisfied this morning with a refund of $39.81, but after all of the trouble I am going through, I would like more! Customer service should deliver a service!

Business

Response:

Review: This company seems to prey on first time national park visitors. While it is true that their home page has a disclaimer mentioning that they are not affiliated with the National Park Service, and that they charge a 10% fee (written out as "ten percent" to make it less noticeable to the consumer), most entry to their site is not via the home page, so the disclaimer is never visible. While making a reservation for two locations (the Ahwahnee Lodge in Yosemite and the Quinault Lodge in the Olympic National Forest), links took me directly to the reservation section, which has no disclaimer.

Given that this site has name that can very easily lead you to believe that they are affiliated with the National Park Service, given that they are often the first link that comes up when you search for national park lodging, and given that they charge an exorbitant booking fee of 10% (ten percent) of your total stay, a disclaimer should appear not just on the home page, but on the actual avenues of entry in to the site as well.

For example, if you do a Google search on "Quinault Lodge Reservations" a link to this site comes up. The page that link takes you to has no disclaimer on it about the lack of affiliation with the National Park Service or the booking fee. It is not until the very bottom of the final booking page that a disclaimer appears, and even there the 10% booking fee *is not visible*. It's strategically placed on second page of the disclaimer so that you would have to scroll to see it, knowing that most consumers will therefore never see it.

Unfortunately, I only looked at my credit card activity after booking both of the reservations mentioned above. For a single night at the Quinault Lodge, the charge was $36.44, and for 3 nights at the Ahwahnee, the charge was $150.78.Desired Settlement: Refund and update of predatory practices.

Business

Response:

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.....

Review: I am concerned that National Park Reservations has a fraudulant business practice. Here is a synopsis of my experience. While exploring potential travel locations and dates with one of their agents ([redacted]) over the telephone, I explained that I wasn't certain of my travel arrangements as I needed to coordinate with another family. They shared with me that there were no cancelation fees if I made the reservation as long as I canceled within 30 days of making the reservation. When I learned that our plans needed to change, I called this organization back within the 30 days and told them that I needed to cancel the rooms. They told me that there would be no cancellation fee, but that there would still be a booking fee, which amounted to roughly $150. Dispite my efforts to explain to them that this was not my understanding, they refused to refund what they called a 'booking fee'. As I have researched this further, they appear to have had many complaints and i'm afraid mine will be just another on a long list. I hope that the Revdex.com could do something about the practices of this organization. Thank you.Desired Settlement: Refund the booking fee charge of approximately $150.

Business

Response:

To Whom it may concern,

When this client contacted our office via phone he was helped by a reservation agent ([redacted]) who assisted him with finding lodging for his Glacier Park vacation Molly booked 2 hotels for this client. When contacting our office via phone or online it does state the following terms for our company. Please review below

During the booking process via phone the agent will go over the policies for the lodge they are booking an also state to the customer that we charge an additional 10% non refundable reservation fee based on the total dollar amount of the reservation. This client was told this at the time of booking and was also sent an email confirmation stating the additional 10% fee. I have provided both the email confirmations that the client was sent. When the client canceled his reservations he was told the fee is still non refundable however it is transferable for up to 1 year from the original booking date and can be reused for any booking for any National Park in the U.S. as well as Canada.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9635253, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The response from this organization does not address the core issue, which is that I was told that there would not be a penalty if I canceled the reservation within 30 days. they did not inform me that the 'booking' charge would occur no matter what. they also make the booking fee a 10% charge for all days of the reservation, even though I woudl not spend a single night given the cancelation. these practices are dispicable and unfair. I believe they do not do a sufficient job at disclosing this information when booking the reservation. I can send the voice recording from our conversation, but it is 11 MB which exceeds your email size constraints. I am concerned for the many unknowing consumers that could fall into this trap if they are allowed to continue with these dishonerable practices.

Business

Response:

To Whom it may concern,

The customer is stating that he was not informed that the 10% would not be given back, however in my last response it stated that We (our company) charges a 10% NONREFUNDABLE RESERVATION FEE BASED ON THE TOTAL DOLLAR AMOUNT. With that statement I show no reason for the customer to think they would get this fee back as it was stated to also be separate fee from the property they were booking. We do record all of our phone calls and would be more than happy to send them via email for the Revdex.com to review we in no way try to miss lead our clients.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9635253, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I disagree. they do not make it clear that the booking fee is not part of the refundable payment. please listen to the attached recorded conversation. Also, they may state this in the email they send to confirm the reservation, but that information is given too late, as the transation is already executed.

As other reviewers have stated, this company does not care about their customers and any feedback to improve.
I was stunned to discovered we were charged over $200 just to book our reservations. Yes, they do disclose the 10% booking fee if you call in but if you are on their website, the booking fee terms are in tiny, tiny white fonts embedded in a moving picture. I tried to suggest they just enlarge the fonts and do a better job of advertising their 10% booking fee, but the manager kept saying they already disclose it. Doing something already does not mean you are doing it well. Bottom line is, it's not a very wise or ethical business to deal with. Our group of 13 won't be fooled by them again.

Beware of this business before you make reservations, this is a scam, they disclose their practices, but if you are not on guard, you may be surprised of the 10% extra charge of your reservation and, beware, if you are cancelling, that fee is NON refundable by any means, this business does not care about the customer satisfaction at all, most accredited Revdex.com businesses will think twice about creating non-refundable fees, if you are still willing to try it, you have been warned. Popular emails such as gmail or hotmail have blocked their address, so if you ever made a reservation, you will never get your reservation, you will have to call them, this is how I found their sneaky and unfair practices, before you decide to do business online, think twice and check reviews everywhere.

This company's website fools the consumer into thinking that it is THE means by which reservations are to be made to NPS lodging. I admit I made a mistake and accidentally booked for four nights at a lodge. As soon as I noticed the error I corrected it. This company still charged me the 10% fee for the four nights and said they could not/ would not refund me for the two nights. A creepy operation.