Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/10/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  It does not clearly state there will not be any refund issued! It only states there is a $20 cancellation fee. The lack of clarity is not on my part. 

  
  
  Sincerely,
  
  
  
  ****** ******

  ekends.
  I did mention to them they need to be more specific with their cancellation policy that they have on their confirmation emails.

  Business Response

  Date: 10/19/2022

  Although we are sorry for the confusion, our policies are pretty firm, and above all, an industry standard. The email confirming the stay states "You must call the office 48 hours prior to arrival date (1-week for holiday weekends/Halloween weekends/monthly) to cancel this reservation. A $20.00 cancellation fee will apply." The customer emailed to cancel within the time frame. It also clearly states "You must call the office to cancel this reservation 1-week from arrival date." This seems like an attempt to grasp straws. The customer states they read and knew the policy. But because of a misinterpretation on their end, they feel the policy does not apply to them. Cancelation policies are not Harbortown RV Resort exclusive. We make NO ATTEMPT to hide the policy. At this time we will not be honoring a refund but we will update our confirmation emails to prevent any possible future confusion. We turn away multiple calls a day for our Holiday/Halloween weekends and it is not fair to the business or the customers who lost out to go against our policy. 

  Business Response

  Date: 10/25/2022

  But the confirmation email with our policy does state "You must call 1-week from the arrival date to cancel." Meaning you CANNOT cancel within the 1-week time frame. I again apologize for the confusion this policy has brought you, but our policy is sent to 10,000+ guests every year. Most guests who cancel within the time frame are aware they will not be getting a refund because they called to cancel within the given time and read the confirmation email with our policy. This is not something we are bending on at this time. Our policies are put in place to be fair to both parties. You are given a time frame to call and cancel so we can rebook the site and you can receive a refund. Your site most likely sat empty that weekend which caused another family to miss the opportunity to book it. Again, we apologize but our policy still stands. 

  Customer Answer

  Date: 10/25/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and you are right. I apologize for my error.
  
  
  
  Sincerely,
  
  
  
  ****** ******