ComplaintsforSpruce Lake RV Park
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Complaint Details
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Initial Complaint
07/01/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I had to cancel our reservation the day we were to arrive. As soon as crossed into the Colorado border from New Mexico my wife received a call that her father would not make it through the hour. We had to turn around and go a fast as we could 5 hrs for her to get back to her mother and family. They refused to refund our deposit considering the untimely and horrible circumstances. Now with a funeral cost we can't afford to be out any money and they were unsympathetic.Business response
08/10/2022
Mr. ********,
Our policy at Spruce Lake RV Resort, at the time of booking a reservation, is that we inform the potential guest that we require a 50% Non-Refundable deposit in order to complete their reservation. Before we go any further the guest has to agree to that policy. Mr. *********, did in fact agree to that policy and he completed his reservation. In addition to that verbal agreement, Mr. ********* received an email confirmation of his reservation and in that confirmation it is stated that he had agreed to the 50 % Non-Refundable deposit. In addition to that our Non-Refundable deposit policy is stated in our campground booklet as well as on our website. When Mr. ********* called to cancel his reservation, he was given a chance to move his reservation to later in this current season or to have his reservation moved into next season as a Deposit On Hold (DOH). He simply chose to cancel his reservation at that time. We cancelled his reservation per his request.
We are very sorry to hear of Mr. *********’ loss, but unfortunately our policy is stated clearly and in several different forms in order to protect our company.
Sincerely,
Scott ** *****
Manager
Spruce Lake RV Resort
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.