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Sunbanks Resort

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Sunbanks Resort Reviews (3)

Review: I called Sunbanks Resort in January of 2014 to make a reservation for a full service RV space for the 4th of July Weekend. I paid approximately $50 for the first night deposit. The rate was $46 a night which is a bit steep for this area, but from the website it appeared to be an upscale resort. Their website refers to lush greenery and coveted vacation spots with an on-site Cantina with a bar, Wi-Fi and beach access.

In early June we received an email that our account was delinquent and that if we didn’t pay the rest of what we owed for our reservation that our spot would be given away. The email subject was actually reservation cancellation. It was a very rude short message. My wife contacted them and proceeded to give payment. We now understand why they demand full payment up front before you even arrive. This should have been a warning sign.

We arrived in the afternoon of July 3rd. Before you can enter, you check in at security and are instructed that you must sign their rules in order to enter. It is a one page document that states quiet hours, pets on leash or a $5 fine, etc. They don’t give you time to read the document and just want you to sign and get through. We proceed to drive in and immediately found that the lush greenery was not to be and that it was gravel dusty roads, campers on top of each other. We drove around to our space and found a very un-level died piece of grass spot with much dirt.

Immediately, I found that the power box was at the street on the wrong side of the spot. Since I have a 27’ travel trailer that I had to back in, I determined that my cord would not be long enough to reach the 40+ feet I would need to get power. In addition, there was no sewer connection at the spot. I contacted the front desk in which I was told that that spot did not have sewer. I informed me that I reserved a spot with sewer and was promptly told that they were sold out and that there were no other spots and that I would have to settle for that spot. After much discussion I realized the front desk did not care and that if I wanted to camp there, I would have to take that spot.

We proceeded to back in, which as I said was very uneven and small. I had to disconnect the truck because it would be in the road out front. We proceeded to setup and because of the dirt pile; I put a mat out front of the trailer. We had just settled in to relax and enjoy the day with security walked by. They proceeded to tell me that there were no mats allowed on the grass. I explained that we had very little grass, what was there was dead and the missing areas were all dirt. I have 2 dogs and wanted to not track dirt in and out all weekend. I was informed that we signed a document that said no mats allowed and would have to put it away. I looked at the document later and it did say in the later rules no mats allowed. It also said they are a no-tolerant park and rules must be followed.

We decided that we might check out the Cantina and have an adult beverage and a bit to eat. What we discovered is that the Cantina was not a cantina, because it was supposedly pizza and burgers, but that it is actually closed because the resort is having water issues. They little outside bar was only serving beer and wine. One would have thought they would publish or let you know ahead of time that the Cantina would not be open. It seemed to me they wanted to

keep this quiet.

A few hours later we took the dogs for a walk. And behold, I counted no less than 10 other campers on grass much nicer than what we had with mats that were even larger than ours.

I informed the front office that I saw so many mats out front and why did I have to remove my mat when many others had there. She said that those were for the sites on dirt where they were allowed. I explained that these were sites on grass and she said that can’t be. She actually started to argue about what I saw. I went and took a few pictures to show her. She said that her manager was going to give us a $16 a night credit, I could pick up a copy of the receipt when I check out. She said that her manager would come discuss with me. I went back to my site and started to prepare dinner. I see this guy walking around by my site, looking at a map of the resort as if he didn’t know where he was at. He then looks up and walks into my site unaware of where he was. He asks if this is site 45 and I said yes. It was the manager Larry.

Well we discussed the situation and from the beginning I could tell he really didn’t care, and there really would be no resolution. When I informed him I booked in January, he said, well you could have had any spot then. I said yes, that is why I booked then. I reserved a full hookup. He said you are in site 45 which has not sewer. I said, I told your representative (DH) that I wanted a full hookup. I don’t know the resort so how am I to know what has sewer and what does not, that is why I make a reservation over the phone and trust those that book, know the resort. This went nowhere with him using a silly analogy of I paid for hamburger and I want steak. So I said “Well I order steak and you brought hamburger”. It was apparent that he has not managed the resort long and probably has not worked in customer service or the retail type environment much. I then asked him about the mat, and he said that they were not allowed. I asked why many others had mats and he said they needed to do a better job of policing it and he would talk to security. At the end he realized that they screwed up and could not do anything but he went on the defensive. He said will we are going to give you a $16 night a credit and if that isn’t bending over backwards I don’t know what is. I said I don’t that would be considered bending over backwards. He said you know I could be up eating dinner right now instead of being here. He then crumpled up his map and walk away shouting; don’t put your mat down.

That night and the next day as we walked the dogs, we still continued to see no less than 10 RV camping spots on full grass with mats out front. So they were evidently not adhering to their no tolerance policy.

On Saturday after determining that the rest of our weekend would consist of sitting in a dirt pile in 90 degree weather with no beach access and an obvious party environment that they were not going to enforce, we decided to leave.

I went into the office to ask for a copy of my receipt for the credit the manager told me he was going to give us and the girl up front said that the manager had told her to reverse the credit. I asked if he was available to discuss. She went around the back, I think she talked to him, but came out and said she could not find him. At that point I just left.Desired Settlement: Since I did not receive the type of accommodations I reserved and the credit I was supposed to receive was cancelled and that I did not stay the last night, I am looking for a full refund. I also felt discriminated against but I will file that matter with another agency.

Business

Response:

Sunbanks Resort is now under new management. We are aware of the concerns from the customer and have taken steps to resolve the issues.

Sunbanks Management

Review: When we made reservations for camping at this resort, we were not told it was a no dog weekend. The fee was nonrefundable. When we arrived at the resort and discovered the no dog rule, we were denied camping as well as entrance to the music entertainment. We feel that they were dishonest when they didn't disclose the no dog rule until after the payment had been made.Desired Settlement: A refund of even part of the $378.00 would be appreciated.

Review: Their manager [redacted] lost her temper and needs to be fired. This is the worst customer service I have ever experienced. We were woken up at 6 am and told to leave immediately without any explanations whatsoever. Her claim is they can tell anyone to leave as they please.Desired Settlement: We only stayed a few hours and then kicked out without a refund or explanation. Paid for 3 nights at $56/ night and would like a refund from them for $168 for not abiding by their end of the contract and not fulfilling the services we paid for.

Business

Response:

ID number 9558654 submitted on 5/28/2013 is a fraudulent Claim. The campers in question showed up after check-in hours. We allowed them in with the understanding that they needed to respect the campers that were around them. Needless to say they stayed up and were told by security to go to bed or be quiet. They still were loud and played their guitar. We have an occupancy of only 6ppl per site. The security chief had to go to their site and counted 9 ppl. He asked if they all belonged to this site and they said Yes. Then at 3 am two of my other security staff caught young men from that site stealing our firewood. They took them to their site. The next morning when I read the security Logs(which 1 will include). I had to agree with the security staff, that they needed to be told to leave.

My morning routine is up at 5:30 am. I come down at 6:30am after I have showered and dressed. I then have to open cash registers and open doors to let my employees in.

I then read the logs on what happened during the night.

I live here on site. At 8am I opened the lodge. At that time I asked my grounds mgr to go with me to T-22. I always take another person so that I am not alone and that I have someone to document what I said and what happened. [redacted] and I got to the tent site at 8:30am. I knocked on the tent and said I need to speak to the person who rented the site. The young man said he wasn’t dressed and I said I would be back in 30 minutes. We left and came back later. The young man was sitting on his picnic table when we got back. At that time I informed him that his tent site had 1 hr to vacate the premise. He asked why I told him. He wanted to argue with me. I told him about the security log, he did not deny it. There were other campers watching the whole time. I can get their statements too.

We left to go to the lodge. They showed up at the lodge this time with one of his friends and started to argue again.

I told them that my security chief has been here for 11 years and he knows how to do his job. And that I wasn’t going to argue with them. Its now after 10am and I go to research more of what they said. I went and told them I stand behind my decision. I also counted and took the names of the kids that came together and they did bring more than was allowed. Again told them they needed to be gone. At 11:45 am I went to see if they had left and they were just taking down the tent. I asked them to please leave their car tag with the security gate when they leave. They replied that they burnt it and I said the one hanging in the car. They then said “ I don’t follow their rules so why should they follow mine.”. I then did reply “you don’t have any rules that only Sunbanks does”.

This group then left and went on Trip Advisor and wrote more lies. Like that at the gate they were not let in because we could not find them in the system. I have them signed into that site, by them. We have a log and the customer has to sign all the people staying on the site and their cars and license plate numbers. They signed in 6 but, hid the others.

Enclosed is copies of the security log. If you need a statement from [redacted] the employee that went with me I can get you that. You may also call and talk to anyone involved.

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Address: 57662 HWY 155N, Electric City, Washington, United States, 99123

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