Complaints

• Initial Complaint

  07/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We are being overcharged for a cancellation at the campground. they are charging us $200.00 which I feel is unfair and unjust.

  Business response

  08/19/2022

  To whom it may concern,

  ***** (and her husband) booked a reservation via our online booking service (Campground Booking) for site 83 at Crow's Nest Campground on July 9, 2022 for a stay starting on July 24, 2022 through July 31, 2022. The total was $366 that was paid in full online, as the system requires. They received an immediate confirmation via email for their reservation that shows both their reservation and our guidelines, including our cancellation policy. 

  On July 20th, just four days prior to their stay, they called to cancel. Per our cancellation policy, which is posted on our website and in our reservation system, they cancelled within 2 weeks of their registration and received the 50% refund. 

  The cancellation policy states: 
  CANCELLATION POLICY: Cancellations are subject to a minimum $35.00 cancellation fee. In addition, Cancellations made within 14 days of scheduled check-in are subject to a penalty equal to 50% of the reservation fee. Please contact the property for Cancellations or to make any Changes to your Reservation. There are NO refunds for Holiday or Same Day cancellations.

  I have attached all three documents showing 1) when they made the reservation (July 9th), 2) when they cancelled the reservation (July 20th), and the invoice showing the 50% refund given. 

  Should you need any further documentation, we are happy to provide it.

  Best,
  Heather G********
  Crow's Nest Campground
  603-863-6170

  Customer response

  08/20/2022

  
  Complaint: 17599829
  
  I do not accept the business's response as a resolution to my complaint because: The day we made the reservation the original website did not say there was a 50% penalty for cancelling under 14 days. I t said there was a 35.00 cancellation fee prior to 14 days period. after 14 days it didn't say a specific charge. They have changed their website to try and validate the highway robbery that is taking place. This goes to show the character of these people who run the business. I would let the matter go if they would agree to a 75.00 charge for the cancellation.
  
  Sincerely,
  
  **** *********

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