ComplaintsforCamp Sandusky Cabins & Camping

• Initial Complaint

  07/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 30th we made a reservation for July 2-23 to stay the weekend. We had to cancel our plans because the cost to cedar point where we were going increased a lot. I reached out to the business today July 9th to request a refund and they charged me a $20 cancellation fee. I’ve been coming for the past 8 years and never knew it was a cancellation fee. I requested a one time wavier as it was never disclosed and he said no it’s not his responsibility to tell me it’s my job to ask. I told him I disagreed and I would contact my back. He told me the call was recorded and hung up on me. I had my husband call back and requested the $20 be changed and he then offered a credit for a future visit. I never plan on coming back as he was extremely rude. I’m confused why he thought that would even be an option.

  Business response

  07/11/2023

  In responding to the complaint about the $20 cancellation fee, it is crucial to highlight the thorough and clear communication of our policies. The fee is not a hidden or surprise charge but is explicitly stated in multiple readily accessible platforms. These platforms include our website, the confirmation email each customer receives upon successful booking, and, importantly, the Terms of Service.
  All guests, including this particular customer, must acknowledge and agree to these terms before finalizing their booking, which is standard industry practice. The customer has been a valued guest for many years, making multiple reservations. Each time, the customer would have agreed to our policies, including the cancellation fee. Their claim of unawareness about the policy thus appears incongruous with their previous engagements with our service. 
  The cancellation fee exists to offset administrative costs when managing cancellations. Cancellations, particularly close to the stay date, often result in potential lost revenue, hindering our ability to secure other bookings on short notice.
  Thus, the cancellation fee policy is an integral part of our business operation and a standard practice in our industry, designed to ensure fairness, manage operational costs, and maintain the ability to offer competitive pricing to all guests.
  The customer's dissatisfaction regarding suggesting a future visit credit is noted. However, waiving this fee would be a deviation from the established policy and could set an unfair precedent for other guests. While it's unfortunate that this incident has led to the customer's decision not to revisit the business, their long-standing relationship is greatly appreciated. Any misunderstandings are regrettable, and all feedback is valued in our continual effort to improve our services.

  Customer response

  07/11/2023

  
  Complaint: ********
  
  I am rejecting this response because I did not book on the website I booked online. The terms and conditions came AFTER I already made a reservation. At any business I have ever went to while make phone reservations made me aware of the policy if a fee was included upon booking. When asked why I wasn’t notified I was told it was my responsibility. The reason for my family and friends that we all come with will not be returning is because if the disrespect from the alleged owner ****. 
  
  Sincerely,
  
  ******* ******

  Business response

  07/11/2023

  In responding to the customer's rejection of our response, we must underline the transparency and consistency of our cancellation policy communication across all booking platforms.
  The customer claims they were unaware of our cancellation policy, as it was provided after the reservation was made. However, the delivery method of our terms does not affect their applicability. Upon reservation confirmation, regardless of the booking medium, an email detailing our Terms and Conditions, including the cancellation policy, is promptly sent to all guests. This standard practice is designed to allow our guests to familiarize themselves with our terms well before their stay. Therefore, the timing of receipt does not exempt the customer from the policy they agreed to at the point of booking.
  Addressing the customer's assertion about verbal notification of terms is also pertinent. While we strive for comprehensive customer service, it is impractical and industry-uncommon to recite the full Terms and Conditions over the phone during every booking. Instead, easily accessible platforms are available for guests to review these policies before making a reservation.
  Furthermore, the customer's history with us indicates numerous past bookings, during which they have agreed to our terms and cancellation policy. This repeated exposure and agreement contradicts the claim of unfamiliarity with these terms.
  Regarding the claim of disrespect from ****, we wish to clarify that **** is a valuable member of our staff, not the owner. Any perceived disrespect is regrettable and does not reflect our customer service standards.
  Despite these unfortunate circumstances, we took considerable steps towards resolution. We refunded all customer charges except the cancellation fee, adhering strictly to the agreed-upon terms. We also extended an offer for a future stay credit, which the customer declined.
  Regrettably, the customer and their group have decided not to return. Their long-standing patronage is appreciated, and their feedback contributes to our ongoing service improvement. However, due to the strained communication and the customer's intention not to return, we've updated our guest profiles and will not engage in further communication.
  
  

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