The Spafumerie - Le Petite Spa

This customer called Tuesday June 9th in regards to making a reservationCustomer asked for a premium plus lot, she wanted to be close to the wifi, be by her friends, and wanted shadeAs management I was able to get her a spot that accommodated all of her requests, keep in mind the park is over 80% full and when she made her reservation the lot we assigned her is all we had that would suit her desires at that timeCustomer was hesitant at making her reservation so I informed her " why don't you come take a look at it first and see if its even something you have envisioned because my vision might be completely different from yours." and that it was! Customer decided to make the reservation site unseen! When she arrived and we parked here we immediately started having problemsCustomer wanted a 110amp for her separate A/C unit that is not for her camperI informed her " we do not have a 110amp plug at that lot & we are only required to supply electric or AMP to the camper its self" customer was very unhappy and informed me " every park she goes to has a 110amp, and why can't someone go over there and fix it & wanted us to put in a new line for a 110amp" customer continued to complain about her lotI asked the customer " ***, what lot do you think is the 'perfect' lot in this park because I am obviously not understanding what you want I gave you a premium plus lot, shade, by your friends, and close to the wifiI am not sure what else I can do?" customer responded "a lot with a 110amp" I responded " why don't you drive through the park and you tell me what lot you would rather have"Customer never ended up doing thisAfter discussing the issues with my other manager [redacted] (maintenance manager & my husband) he and I came to the conclusion that it would probably be best if we refunded [redacted] her money of $and she could leave and go be happy at a parkShe initially paid $which was her first months rent $and a $electric depositWe were willing to charge her the weekly rate of $and credit the remaining $back allowing her plenty of time to go find another park, as RV parks in this area are booked! Customer chose to stay for the month insteadMaintenance did take a look at the cable and it was fixed and working properly, [redacted] informed maintenance that she had a satellite so it didn't materI also was aware that [redacted] wanted to speak to the owner in-which she was told no, because the owner is our Grandfather and he leaves the business issues to us to deal with as he is preparing us for when he retiresHe over sees our work! Also please keep in mind, [redacted] checked in right before we had a tropical storm come through Rockport TXThe RV park got a matter of 8" in hours after being in a drought for yearsSeveral lots in our park did have standing water unfortunately, BUT non of the lots were in electrical danger as the electric is above ground level and regulations [redacted] also was denied the fishermen special because you have to have your boat, camper and fishing license during your stay & at check-inShe had a camper and informed me she would get a fishing licenseShe never once brought her boat to the parkDiscount is offered with all three requirementsOur free over flow storage was also considerably wet due to the tropical storm, however we made accommodations if people needed to park over flow somewhere and people could still park their belongings back thereIt was not a swamp or un assessableSeveral of our guests still managed to get to their belongings easilyIf they got stuck or needed help we took our Skid-Loader to get them outWe do have A pond that is stockedThis pond was man dug during the 2011-drought and was dug deep enough to hit ground water so that the pond keeps water year round and this is the pond that has Catfish & Bass in it that we personally stocked ourselvesTwo little boys last week just recently caught catfish from that pondYes our other ponds are not stocked as they are retaining ponds to hold access water when we get rainTheft was also not an issue during ***'s stayAs her neighbor [redacted] Hise is an elderly man who has called the cops several times prior in complaint of theft, and there was nothing proven taken from him in the time of ***'s stayWe will not be refunding [redacted] $or the 10% discountCable monthly is $for other guests who are not on "Premium Plus Lots"I also do not feel as though she should get the 10% discount as she did not have the requirements to get that honored discountWe tried several times to make this lady happy & it just does not seem possible

Complaint: [redacted] I am rejecting this response because: The cable was never repaired, as shown in previously attached pictureI was not happy at that campground because repairs were never made and it was poorly maintained with extremely rude customer service from the managerI have several people who will attest to this, as they have experienced simular experiences at Circle W RVI don't think asking to be refunded for the cable is an unfair solution when we paid extra for the Premium Plus Lot with cable included that was brought to their attention and never repairedI have pictures proving my problem and would like to be refunded fairlyThis back and forth is becoming a nuisance and only wasting more of my time/money Regards, [redacted] ***

Circle W RV Park will not be refunding the customer any moneyCustomer was offered a refund originally of $in which she should have takenWe do not have a such thing as "work orders" here at Circle WOur employees are to fix cable at the time the problem is reportedThe customer did have a 50AMP plug when she arrivedShe stated "there was a 40AMP plug in the box" this is incorrectWe did have to replace her breakers which was done immediately, but never did we have to replace a 50AMP plug for her camper to plug intoLots are picked up after immediately when the previous guest leaves, as far as the grass being mowed it had not been mowed due to rain! We can not mow when the ground is wet as mowers get stuck! I informed [redacted] on DAY when I met her because she was complaining that " I don't think this is the park for you , and I think no matter what we do you wont be happy hereWhat lot do you want to move to that you think is the perfect lot and I will move you to it" my comment to her couldn't have been more trueCustomer never did anything to even try to enjoy her stay here, she was unhappy before even making her reservationAs a manager of an RV park with over occupying guests we do our best to serve every individual

Complaint: [redacted]
I am rejecting this response because: The cable was never repaired, as shown in previously attached picture. I was not happy at that campground because repairs were never made and it was poorly maintained with extremely rude customer service from the manager. I have several people who will attest to this, as they have experienced simular experiences at Circle W RV. I don't think asking to be refunded for the cable is an unfair solution when we paid extra for the Premium Plus Lot with cable included that was brought to their attention and never repaired. I have pictures proving my problem and would like to be refunded fairly. This back and forth is becoming a nuisance and only wasting more of my time/money. 
Regards,
[redacted]

This customer called Tuesday June 9th in regards to making a reservation. Customer asked for a premium plus lot, she wanted to be close to the wifi, be by her friends, and wanted shade. As management I was able to get her a spot that accommodated all of her requests, keep in mind the park is over...

80% full and when she made her reservation the lot we assigned her is all we had that would suit her desires at that time. Customer was hesitant at making her reservation so I informed her " why don't you come take a look at it first and see if its even something you have envisioned because my vision might be completely different from yours." and that it was! Customer decided to make the reservation site unseen! When she arrived and we parked here we immediately started having problems. Customer wanted a 110amp for her separate A/C unit that is not for her camper. I informed her " we do not have a 110amp plug at that lot & we are only required to supply electric 30 or 50 AMP to the camper its self" customer was very unhappy and informed me " every park she goes to has a 110amp, and why can't someone go over there and fix it & wanted us to put in a new line for a 110amp" customer continued to complain about her lot. I asked the customer " [redacted], what lot do you think is the 'perfect' lot in this park because I am obviously not understanding what you want I gave you a premium plus lot, shade, by your friends, and close to the wifi. I am not sure what else I can do?" customer responded "a lot with a 110amp" I responded " why don't you drive through the park and you tell me what lot you would rather have". Customer never ended up doing this. After discussing the issues with my other manager [redacted] (maintenance manager & my husband) he and I came to the conclusion that it would probably be best if we refunded [redacted] her money of $315.00 and she could leave and go be happy at a park. She initially paid $500 which was her first months rent $400 and a $100 electric deposit. We were willing to charge her the weekly rate of $185.00 and credit the remaining $315 back allowing her plenty of time to go find another park, as RV parks in this area are booked! Customer chose to stay for the month instead. Maintenance did take a look at the cable and it was fixed and working properly, [redacted] informed maintenance that she had a satellite so it didn't mater. I also was aware that [redacted] wanted to speak to the owner in-which she was told no, because the owner is our Grandfather and he leaves the business issues to us to deal with as he is preparing us for when he retires. He over sees our work! Also please keep in mind, [redacted] checked in right before we had a tropical storm come through Rockport TX. The RV park got a matter of 8" in 4 hours after being in a drought for 4 years. Several lots in our park did have standing water unfortunately, BUT non of the lots were in electrical danger as the electric is above ground level and regulations. [redacted] also was denied the fishermen special because you have to have your boat, camper and fishing license during your stay & at check-in. She had a camper and informed me she would get a fishing license. She never once brought her boat to the park. Discount is offered with all three requirements. Our free over flow storage was also considerably wet due to the tropical storm, however we made accommodations if people needed to park over flow somewhere and people could still park their belongings back there. It was not a swamp or un assessable. Several of our guests still managed to get to their belongings easily. If they got stuck or needed help we took our Skid-Loader to get them out. We do have A pond that is stocked. This pond was man dug during the 2011-2015 drought and was dug deep enough to hit ground water so that the pond keeps water year round and this is the pond that has Catfish & Bass in it that we personally stocked ourselves. Two little boys last week just recently caught catfish from that pond. Yes our other ponds are not stocked as they are retaining ponds to hold access water when we get rain. Theft was also not an issue during [redacted]'s stay. As her neighbor [redacted] Hise is an elderly man who has called the cops several times prior in complaint of theft, and there was nothing proven taken from him in the time of [redacted]'s stay. We will not be refunding [redacted] $90.00 or the 10% discount. Cable monthly is $35 for other guests who are not on "Premium Plus Lots". I also do not feel as though she should get the 10% discount as she did not have the 3 requirements to get that honored discount. We tried several times to make this lady happy & it just does not seem possible.

Circle W RV Park will not be refunding the customer any money. Customer was offered a refund originally of $315.00 in which she should have taken. We do not have a such thing as "work orders" here at Circle W. Our employees are to fix cable at the time the problem is reported. The customer did have a 50AMP plug when she arrived. She stated "there was a 40AMP plug in the box" this is incorrect. We did have to replace her breakers which was done immediately, but never did we have to replace a 50AMP plug for her camper to plug into. Lots are picked up after immediately when the previous guest leaves, as far as the grass being mowed it had not been mowed due to rain! We can not mow when the ground is wet as mowers get stuck! I informed [redacted] on DAY 2 when I met her because she was complaining that " I don't think this is the park for you , and I think no matter what we do you wont be happy here. What lot do you want to move to that you think is the perfect lot and I will move you to it" my comment to her couldn't have been more true. Customer never did anything to even try to enjoy her stay here, she was unhappy before even making her reservation. As a manager of an RV park with over 250 occupying guests we do our best to serve every individual.