Complaints

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• Initial Complaint

  Date:20/08/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My friend and I checked into Clyde River Campground and Cottages on Friday, August 11th 2023 for a 2 night stay. $215.50 was charged on my **** at that time. I also paid the down payment of $72 at an earlier date. It was a huge disappointment and aggravation for us.
  We (only the 2 of us staying in the single cabin) unintentionally and unknowingly broke one of the campground “rules” by being outside on our cottage patio smoking a cigarette past midnight. Being respectful that the owners would not want smoking inside the cottage. No music, no party, just 2 of us. We were not warned we were doing anything wrong, even though a vehicle drove by a couple of times very slowly checking on us. Around 8am Aug 12th, we were told we had to leave the campground. The owner wanted nothing to do with talking to us about the situation or explain what we had done “wrong”. To top it all off he told our friends staying in the cottage next door they had to leave as well, simply because we had booked to be there together.
  We respectfully left with no mess left behind or arguments. He threatened to call the Cops when all we asked was what we had done wrong. I have since called Ruth Hemeon 2 times to ask what we had done wrong. She was unaware if there had been any noise complaints about us that night. The only thing she could tell Me was that we broke the rules by being outside of our cabin after midnight. I expressed that I thought it was harsh to kick us out without refund for not smoking inside of their cottages. Also, not explaining anything to us the day we had to leave.
  We are seeking refund for Aug 12th, 2023.

  Business Response

  Date: 23/08/2023

  The complaint is not the truth.The guests were told upon arrival the rules we expected to them to follow.The guests were out all evening to  2 am not just out smoking.Also the other cottage was up past 2 am as well.We have our rules for a reason in respect to other campers.They were here previously,2 years ago and done the same thing so we didn't book them again until this year they booked under another name.It is stated in the contract the guests signed that there are refunds and also posted in the office and on our website.We have been in business for over forty years without any complaints and guests still return year after year.So therefore we will no be refunding any money to this person.

  Customer Answer

  Date: 29/08/2023

   I am rejecting this response because:

  I have to disagree with the statements made 

  * At 12:44am I wrote a message to the FIR cottage asking if my roommate’s cell phone was there. At this time we were inside getting ready for bed. (Not 2am) I have saved this message to prove the time. My roommate quickly ran over to Fir cottage to see about her phone. The lights were out/doors locked. She did not knock. They did not respond because they were all in bed. Therefore the statement made that both cottages were up past 2AM is not true.        
  * I booked the 2 cottages myself over the telephone. My name, my credit card was used. I also made a phone call early July to confirm both cottages and to ask if 2 separate credit cards could be used to pay. At that time the name of the FIR Cottage occupant was given. The FIR cottage occupant also called the day before arrival to ask if they could check-in early. We did NOT use fake names. The campground was well aware of who would be checking-in before we arrived for our stay.         
  *If you are claiming both cottages broke your rules and there are absolutely NO refunds, why did you refund the FIR cottage???