Complaints

• Initial Complaint

  12/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I reserved an RV spot at Aces High RV park on 10/12/2022 for dates 11/27 to 12/17. On 11/16 I cancelled the reservation. According to their cancellation policy it was eligible for a refund minus applicable fees. I’m disputing the fairness and legality of the amount of that fee. Their online booking requires a deposit to hold the spot but the “deposit” is the full bill for the stay. There is a $30 minimum cancellation fee and a 20% “handling” fee on refunds. This 20% fee on a small holding deposit makes sense, but not on the full price of the reservation. And there is no reasonable loss to the company to require this steep of a fee. Even their employees were concerned with how high the cancellation fee was and waited on refunding my money until they got confirmation from the owner who ultimately decided to keep it at 20%.

  Business response

  01/17/2023

  Stew, 

   

  We reviewed the complaint through the BBB from the consumer. Although the consumer was unhappy with our policy, when a camper cancels with more than a week's notice, we do offer 100% credit to keep on file to use towards a future reservation or a refund of 80% as our cancellation fee is 20% of the deposit. In the consumer's case, their reservation was booked online. Booking online does require the consumer to pay in full. Based on our policy, we do not owe the consumer more of a refund, however our office called the consumer on 1/9/2023 and offered to give him a 50% refund ($220) of the cancellation fee. We asked for this credit card number again and refunded the amount after the phone call. Our office asked if the camper would follow up with BBB about the result and he stated that he would. We sent an e-mail to the consumer after the phone call:

   

  Consumer, Per our phone conversation, you should receive an e-mail confirmation showing the refund of $222 on your **** credit card. It may take 3-5 business days to credit. Thank you for your patience as we worked on this matter. Please let us know if you have further questions. 

   

  Regards, Aces High Staff

   

  Stew, 

   

  We ask that this this matter not be publicly shared as we we followed our written policy.

   

  Regards, 

   

  Aces High RV Park Management

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