ComplaintsforYogi Bear Jellystone Park

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have camped at this camp ground several times prior to this incident. Until this incident, I had never needed to speak with anyone in the office or a manager. Last year around August, I had a reservation for a weekend and I was going to be unable to make it due to severe Covid that resulted in hospitalization and short term disability from work activity. Needless to say, I was in no position to camp. I called the office and asked for a refund as we would be unable to attend due to my illness. They were unable to provide a refund but did indicate they would provide a credit towards another stay. I was told I would receive an email confirmation of this credit in about 1-2 weeks. That email never came and I was more concerned about my health than following up. I then decided I would like to use the credit this summer and called the office to schedule the weekend directly with them to ensure that the credit was applied. The office staff told me they would charge my card the full amount and a refund would be applied in 1-2 weeks. The refund has yet to come and our scheduled outing is this weekend. I called the office again today and they told me that I scheduled it under a new customer and could not add the refund. I asked to speak to a manager and was told the manager would not be back until after our camp trip was planned to investigate our credit. I asked to speak to anyone and they told me you could but they will give you the same answer. I would like my credit as promised and refunded my money they took from my card. I do not want to be told I have to apply the credit to another stay, I will NOT be scheduling any additional camping trips at their campground as customer service has been abysmal. Please help me get my money back.

  Business response

  08/18/2022

  This week I got in touch with our office staff and our Manager when I received this complaint. On Aug 10, this was resolved when our Manager issued her camp credit from 2021 and a refund. We apologize for the delay in the communication. Unfortunately, our reservations manager returned from vacation and had an urgent immediate family member with a serious medical condition requiring additional unexpected time off. We certainly feel badly this caused a delay in communications and receiving this credit but are happy this has been resolved. 

  Customer response

  08/19/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************
  

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