Complaints

• Initial Complaint

  10/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  To whom it may concern, I'm writing this today because I feel the Timberline Glamping Company is being very unfair. They refuse to refund the money I paid them for a "glamping" reservation for 10-18-24 for 2 nights. On July 22, 2024 I made the reservations on their website. The reservation number is ******. The website made mention of purchasing insurance for the reservation wich I felt was an unreasonable in price. So I decided not to purchase it. Well on 10-10-24 we were hit very hard by hurricane ******. Our home and property has damage, and we went for an extended period of time without power. On 10-11-24 I emailed them, in response to a reminder email from them, asking to please cancel my reservation for the circumstances already stated. On 10-14-24 they responded saying they have limited phone and internet, and have had issues too. The park, ***************************** is currently closed and completely flooded. State route 301 is the only access to the park is also closed. Well, they said they will not cancel the reservation and issue a refund. My only option is to reschedule the trip. It's very difficult for me to do, so I just want to cancel. I also could use the money to help get back on our feet. After many email exchanges I said ok, I will reschedule for may of 2025. I do not want to keep this reservation. I just want to cancel, but again they refuse. The "policy" they are saying no refund, is only discussed in the *** section. I didn't look in there because I didn't see a need at the time. Is there anything you can do to help me with this? I feel it's terribly unfair. Thank you, ******* ***** ***** Stable ********************************* *******************

  Business response

  10/29/2024

  Hello! Thank you for the feedback. Our cancellation policy is very clearly stated not just on our FAQ and website, but also in the terms that the customer agrees to when making the booking. This customer has signed off on the terms of booking when making the reservation, agreeing in writing to the policy, which states that anyone can cancel up to 14 days before check-in unless they purchased travel protection which allows greater cancellation flexibility in cases of emergencies of personal nature and weather related scenarios. The cancellation policy is also clearly outlined on the confirmation email that the customer receives when making the booking, so there are no surprises. The customer signed off on this and chose not to protect the trip and took full responsibility for their booking. In this case, we are still very fair because we offer the option to reschedule their trip for a future date, so they do not miss out on their booking. As a small business also impacted by hurricane, we understand how severe damage can be, so we treat each reservation on a case by case basis. After we explained to customer that we are still honoring their reservation, and they can choose future dates well into 2025, the customer agreed to reschedule for May 2025, which we assumed he was OK with as he did not ask for anything further. At this point, it sounds like he still wanted a refund, even after he agreed to reschedule. 

  Customer response

  10/30/2024

  the policy for cancelation is not clearly visible.  They said I had no choice but to reschedule, so of course I did. I told them I was not happy with it, and wanted a refund. The insurance they are referring to states you have to cancel 14 days in advance. The storm hit 8 day before my reservation. Furthermore the park is still closed. Its not my fault i didnt go, the park is CLOSED! The email they spoke of comes after you have paid the deposit. So thats not very telling. I can't believe they expect me to go camping at a park that is shut down. Ridiculous 

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩