Portneuf Bend Campground LLC

Thank you for the opportunity to share our reservation procedure and policy with you Mr [redacted] reservation was completed on June 28th, per his phone call When a reservation is made on the phone, the customer is made aware of the cancellation policy when the deposit is taken and the discussion includes at what point the deposit becomes non-refundable and the cancellation fee that is applicable if the reservation is cancelled prior to the non-refundable date Following completion of the phone call reservation, the customer is sent an e-mail to confirm their reservation information and review the cancellation policy with instructions to call us if they have any questions.Mr [redacted] remembers the 7-day notice requirement but does not recall the $cancellation fee policy However, the follow up email to confirm the reservation on the same date it was taken also reinforces the cancellation fee policy I have attached a copy of the email sent to Mr [redacted] on June 28th, which shows his confirmed reservation attachment as a pdf The e-mail was forwarded to Mr [redacted] again on Thursday, July 13, as documentation of the e-mail delivery and address when he stated he had not received the first email I have also attached a copy of a "blank" reservation form which is representative of the reservation form completed for Mr [redacted] reservation to show you the information the customer receives.Portneuf Bend Campground cancellation process and policy which applies to all customers has been followed Sincerely, Sherril T [redacted] , Portneuf Bend Campground

Complaint: [redacted] I am rejecting this response because: MrsT [redacted] who was the individual who took my call for the reservation never explained the cancellation policy over the phone although she claims to have discussed this with she failed to mentioned the $non refundable cancellation fee She claims to have mentioned it when I spoke to her after canceling the reservation The "script" that they follow or "checklist" of things to mentioned to the client upon making the reservation was no completed She did mention the fact that I had to cancel days prior to eligible for a refund, and that after days they would keep my depositThis was the only time that a cancellations policy was mentionedThe fact that you have to download a PDF file in order to see a cancellation policy is misleading and is a foul practice on the part of this business No where on the website does a cancellation policy exist and to state that you mention it over the phone when you make several hundreds of reservation a month, doesn't mean that you mention it to all the clienteleGood businesses make sure that policies are in writing and are upfront above them The KOA and Mary's place which are competitors of Portneuf campground have clear and precise cancellation policies list on their websites I know the cancellation policies of every place I stay, which I do travel significantly, because they are written and upfront about where on the website or prior to making to reservation What was said over othe phone is going to be a he said she said argumentSince it was not recorded and I repeat not recorded there is no proof that it was mentioned to me over the phone A business needs to inform its clientele about its polices (i.ewebsites) in writing, to avoid these types of disagreements I should receive the $back from this business because of their unfair unwritten policies By not posting their policies and then sending them out on a PDF file attached to an email does not constitute as a cancellation policy It does not give clientele the opportunity to make a "fair and honest" transaction with this businessTherefore, any gains gotten by unfair and dishonest transactions should be considered illegal and has to returned to the clientele and a business should be punished by the law else what type of society do we live in when a business can make any claims and policies that they want and goes unchecked by the people who are to protect us from the bad business practices Sincerely, [redacted] ***

Thank you for the opportunity to share our reservation procedure and policy with you.  Mr. [redacted] reservation was completed on June 28th, 2017 per his phone call.  When a reservation is made on the phone,  the customer is made aware of the cancellation policy when the deposit is taken...

and the discussion includes at what point the deposit becomes non-refundable and the cancellation fee that is applicable if the reservation is cancelled prior to the non-refundable date.  Following completion of the phone call reservation, the customer is sent an e-mail to confirm their reservation information and review the cancellation policy with instructions to call us if they have any questions.Mr. [redacted] remembers the 7-day notice requirement but does not recall the $10.00 cancellation fee policy.  However, the follow up email to confirm the reservation on the same date it was taken also reinforces the cancellation fee policy.  I have attached a copy of the email sent to Mr. [redacted] on June 28th, 2017 which shows his confirmed reservation attachment as a pdf.  The e-mail was forwarded to Mr. [redacted] again on Thursday, July 13, 2017 as documentation of the e-mail delivery and address when he stated he had not received the first email.  I have also attached a copy of a "blank" reservation form which is representative of the reservation form completed for Mr. [redacted] reservation to show you the information the customer receives.Portneuf Bend Campground cancellation process and policy which applies to all customers has been followed.      Sincerely,   Sherril T[redacted], Portneuf Bend Campground.

Complaint: [redacted]
I am rejecting this response because: Mrs. T[redacted] who was the individual who took my call for the reservation never explained the cancellation policy over the phone although she claims to have discussed this with she failed to mentioned the $10 non refundable cancellation fee.  She claims to have mentioned it when I spoke to her after canceling the reservation.  The "script" that they follow or "checklist" of things to mentioned to the client upon making the reservation was no completed.  She did mention the fact that I had to cancel 7 days prior to eligible for a refund, and that after 7 days they would keep my deposit. This was the only time that a cancellations policy was mentioned. The fact that you have to download a PDF file in order to see a cancellation policy is misleading and is a foul practice on the part of this business.  No where on the website does a cancellation policy exist and to state that you mention it over the phone when you make several hundreds of reservation a month, doesn't mean that you mention it to all the clientele. Good businesses make sure that policies are in writing and are upfront above them.  The KOA and Mary's place which are competitors of Portneuf campground have  clear and precise cancellation policies list on their websites.  I know the cancellation policies of every place I stay, which I do travel significantly, because they are written and upfront about where on the website or prior to making to reservation.  What was said over othe phone is going to be a he said she said argument. Since it was not recorded and I repeat not recorded there is no proof that it was mentioned to me over the phone.  A business needs to inform its clientele about its polices (i.e. websites) in writing, to avoid these types of disagreements.  I should receive the $10 back from this business because of their unfair unwritten policies.  By not posting their policies and then sending them out on a PDF file attached to an email does not constitute as a cancellation policy.  It does not give clientele the opportunity to make a "fair and honest" transaction with this business. Therefore, any gains gotten by unfair and dishonest transactions should be considered illegal and has to returned to the clientele and a business should be punished by the law else what type of society do we live in when a business can make any claims and policies that they want and goes unchecked by the people who are to protect us from the bad business practices.  
Sincerely,
[redacted]