Complaints

• Initial Complaint

  06/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had to cancel a reservation. The paperwork I have says I am within my time frame to cancel. I have an e-mailed confirmation showing that I am within my rights to cancel with a refund minus $25. They are refusing to give us our deposit back saying we are one day past their cancellation policy because our reservation with them is different than what we made apparently.

  Business response

  07/05/2022

  7/5/22

   

  I sent a written letter to BBB last week immediately upon receiving notification. You should have it in your office by now - but holiday must have slowed service.

   

  I am disputing her claims and hopefully when you do receive my response you will see she has no justification to file a complaint.

   

  Thank you so much,

  ************** (***) *****. **** and Hollow CG *********

  Customer response

  07/06/2022

   
  Complaint: 17475982
  
  I am rejecting this response because:

  If you look at the confirmation that I received, it is to ***** and ********************* for 2 adults and 3 children starting on Friday, July 1st, 2022. That is the reservation that we received so that is the reservation that we made all of our plans on. Neither my husband nor I had vacation scheduled for July 1st in order to pull into the campground on Thursday, June 30th. I am disputing that we did not make our 7 day cancellation policy. If there were 2 reservations in our name as they are saying, then we should have been talked to about them before one was cancelled in order to ensure that the correct one was cancelled. We in no way expected to cancel a reservation and give up $210 dollars. Neither of us had plans to be there for the number of days that they are saying are on our reservation. We always schedule the same as everyone else in our party and adjust according to what my husband's work schedule during the current season looks like if we add any days. I also don't understand if the reservation that I have was for my mother and father in law why it says us and has our family's numbers on it instead of theirs.
   
  Sincerely,
  
  *********************

  Business response

  07/11/2022

  JUNE 30, 2022 

   

   

   

  RESPONDANT:  HILL AND HOLLOW CAMPGROUND 

                                  ********* **   49449 

                                 ************ 

   

  COMPLAINT #******** 

   

  CAMPER CALLED AND CANCELLED HER UPCOMING RESERVATION ON JUNE 24, 2022 

  LESS THAN 7 DAYS BEFORE HER ARRIVAL.  

   

  OUR POLICY WHICH WE HAVE HAD FOR THE PAST 38 YEARS, STATES THAT CANCELLATION NOTIFICATION MUST BE RECEIVED AT LEAST 7 DAYS PRIOR TO ARRIVAL.   

   

  SINCE THIS WAS NOT THE ***** WE WENT AHEAD AND CANCELLED HER RESERVATION AND SHE DID NOT RECEIVE A REFUND. 

   

  WHEN A CAMPER MAKES A RESERVATION THEY IMMEDIATELY RECEIVE A CONFIRMATION LETTER VERY CLEARLY STATING OUR CANCELLATION POLICY. 

   

  THIS CAMPER AND HER HUSBAND HAD MADE TWO DIFFERENT RESERVATIONS ON TWO SEPARATE DAYS AND SHE WAS LOOKING AT THE DATES ON HER IN-LAWS RESERVATION, INSTEAD OF HER OWN RESERVATION AND THIS WAS EXPLAINED TO HER SEVERAL ****S. 

   

  WE TRIED TO EXPLAIN THIS TO HER THERE WERE TWO OF ** IN THE OFFICE AT THE **** AND SHE THEN THREATENED TO *** **.   WE TRIED TO REASON WITH HER BUT SHE ABSOLUTELY REFUSED TO LISTEN.  HER HUSBAND ALSO CALLED AND TALKED TO ME AND I EXPLAINED OUR POLICY TO HIM. 

   

  WE HAVE A STELLAR REPUTATION AND WE STICK BY OUR POLICIES.  ITS VERY FRUSTRATING TO ME TO HAVE TO DEFEND OUR STATED POLICIES THEY ARE VERY CLEARLY EXPLAINED IN THE CONFIRMATIONS SENT TO EACH CAMPER. 

   

  ************************, OWNER 

  Customer response

  07/11/2022

   
  Complaint: 17475982
  
  I am rejecting this response because:
  
  As I have previously explained as well as forwarded the correspondence that we received, the confirmation that we received had our name, the number of people in our family, and the dates of what we expected to be our reservation. All plans were made based on this confirmation. We did not receive any other confirmation containing separate information.

  We did both speak with *** trying to explain our side of the situation. We do understand their cancellation policy. The problem that we have is that all correspondence that we received, and that we used to make our current year vacation plans, does not coincide with what they are saying our reservations actually were. Neither of us threatened to *** her.

  It is unfortunate that a few hundred dollars can bring about this kind of a situation. We have enjoyed camping there for the last 20 years and socializing with friends and family. All we are wanting is our refund minus the cancellation fee because what we received as a confirmation did in fact have our names on it and not our parents which is why we were previously unaware of the reservation discrepancy.

  Sincerely,
  
  *********************

  Business response

  07/12/2022

  Response to ********************* complaint:

  The husband made reservation for his parents and then the next day in 2021 he made another reservation for his parents for 2022.  The same information ie: number of adults/children remained the same on both forms because it was his record that we used as usual.  Because they are confused about the dates of the two reservations they made is not our fault - lack of communication between the two of them is the problem. Our cancellation policy is clearly stated on each reservation confirmation we send out - which they did receive.  When people make multiple reservations the dates they choose are up to them - we do not change the dates that we are given.

  Respectfully,

  *****************

  Hill and Hollow CG *********

  ************

  Customer response

  07/14/2022

   
  Complaint: 17475982
  
  I am rejecting this response because:
  
  The last message does not even make any sense. He made a reservation for his parents and then the next day made another reservation for his parents.

  Unfortunately, they refuse to accept any responsibility for the correspondence that they sent to us. Of course we assumed this was our reservation. It had our names on it. My husband says he did not make a decision to add days to our reservation over what the rest of our party did. I believe him. He does not make those decisions without consulting me first and would not add days a year ahead of time as he works for a fruit processor and that can be a very busy time for him. We did everything correctly based on the information we were given. There is not any way we could have known that this was not our reservation. As previously stated, we did not know there was a problem as the reservation  we received said our names and the dates we expected. The real problem is stemming from 1) not receiving a second reservation that was obviously incorrect and 2) receiving a reservation that looked correct to us but should have had our parents names on it apparently. There is no other way that we could have dealt with this situation. My husband and I dont have a communication problem but the reservation system apparently does.

  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. ↩