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:05/08/2025

  Type:Product 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.

  I am having troubles with U.S. Park Lodging for their unfair charge on my reservation.I made my first reservation on January ******* for a room in a cabin for three people for 2 nights which nightly rate was $416.00 plus tax. At that time, they charged me $83.20, 10 % fee of the total amount on top of what it costs for the room. One week later, I tried to change the room to a smaller room since one of my friends decided not to join our trip this time. I asked U.S. Park Lodging if there would be any penalties or loss I would have upon changing a room. I received an answer from them " No, there would be no penalties." So I went ahead and changed it to a smaller room which nightly rate was $153.40. They refunded for the balance of the room, but didn't refund me the balanced fee back. I have complained many times by emails, but they keep saying the fee is not refundable and it was written in their policy. I was totally shocked how unfair they were. Then, I decided to cancel my reservation and emailed them, but they stopped replying to me. I want to cancel my reservation and want to get refund for $153.40 for the room and $83.20 for the fee I have paid to U.S.Park Lodging.I am looking forward to visiting great nature in the ************* from *****. I do not want this unfairness. Excuse my poor English writing, but I hope you can help me for solving this problem.Thank you so much for your time.

  Business Response

  Date: 05/14/2025

  Business Response:
  
  The client submitted an online reservation request form on our website. Our online reservation request
  form requires every client to agree to our terms and conditions in order to submit the request form.
  
  On January 22, 2025, the client submitted an online request form at 10:26 MST for a two-night stay for three adults at
  **************************************** with an arrival date of 08/06/2025. We were not able to book the initial room requested.   The client booked an alternative room choice as agreed via email.
  
  We advise very clearly who we are and that we are not part of the National Park Service: 
  
  US Park Lodging goes to great lengths to disclose we are not affiliated with the National Park Service,
  nor a park concessionaire, as well as disclose the fee we charge for our service. We have our terms
  listed in the center of our homepage and a link to our terms in our main navigation throughout our
  website. 
  
  Our terms state:
  US Park Lodging provides lodging and activity reservations both inside as well as in the gateway
  communities of ***************** National Parks. US Park Lodging is not an authorized concessionaire
  of any National Park nor are we in any way affiliated with the National Park Service of the *********************** US Park Lodging provides the ability for its customers to make ******************** through a
  toll-free telephone number or by submitting an online request form.
  
  US Park Lodging charges a 10% non-refundable reservation fee based on the total dollar amount of
  reservations made. The reservation fee will be billed separately to your credit card and will be billed
  under the memo "National Park Reservations". By using National Park Reservations, the customer
  authorizes US Park ******************** to charge their credit card the 10% non-refundable fee.
  
  Customers using US Park ******************** to make lodging and activity reservations agree to use our service,
  either by telephone or email, to make any changes or cancellations to their reservations.
  
  US Park Lodging customers will receive an email confirmation describing all reservations made, any
  deposits taken by the lodging or activity provider, any cancellation policies of the lodging or activity, as
  well as check in times of the lodging or activity.
  
  Customers of US Park ******************** agree to assume the responsibility of confirming the accuracy of the reservations outlined on the email confirmation.
  
  US Park Lodging is not responsible for rate changes made by the specific lodging or activity provider.
  
  US Park Lodging will not be responsible for loss due to specific action of a lodge or activity provider
  or by acts of God.  Although US Park Lodging will assist our clients in receiving a refund of any deposits given to a lodge or activity provider, customer understands and agrees that ********************** Park **********************'s 10% ******************** fee is a non-refundable fee.
  
  On January 29, 2025 the client phoned to change the room type and the number of adults from three to two. In doing so the room rate decreased which created a reservation fee credit in the amount of $58.26 to use up until January 22,2026.  We sent the client an email explaining the reservation fee credit and that it can be re-used toward the standard reservation booking fee on any new reservation they book with us for up to one year from the original booking date. We book at over 40 parks in the ** and ******.  
  
  We have been in contact with the client since receiving the complaint.  We explained that we did not get a cancellation request but that we would be happy to help.  For good customer relations we refunded the client the difference in the reservation fee as requested and cancelled the reservation. 
  
  Please feel free to contact us if you have any further questions.
  Sincerely
  US Park Lodging/National Park Reservations
  
  
  

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23302824
  
  I am rejecting this response because:

  I requested National Park Reservations to cancel the reservation by email on April 24th. They did not cancel my reservation and kept sending me the same explanations how they were right not to refund me the fee.

  I want to cancel my reservation and get whole booking fee of $88.94 back which I had paid them and a room charge for one night. 

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

  Business Response

  Date: 05/21/2025

  May 21, 2025
  
  Business Response:
  
  On 05/13/2025 we sent the client an email to let them know we refunded the credit card $58.26 as requested and asked that they contact us regarding cancelling their reservation as we do not have a cancel request from them.  We did not want to cancel it without written confirmation direct from the client since we did not receive the initial request the client sent on 04/24/2025.
  
  We received a reply email from the client 05/14/2025 confirming they want to cancel the reservation and thanking us for refunding the reservation fee difference as requested. 
  
  We refunded the balance of our fee to the clients card today in the amount of $30.68.  The cardholder no longer has a reservation fee credit with our company.  The client will receive a refund directly from the lodge for their deposit.
  
  Thank you.
  US Park Lodging/National Park Reservations
  

  Customer Answer

  Date: 05/28/2025

   
  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.
  

  Thank you so much for helping to solve my difficult situation.

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

• Initial Complaint

  Date:05/05/2025

  Type:Billing 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.

  This company is a scam. They did not disclose the 10% fee at the time of booking.I was charged $56.70 when I made the room reservation. The person taking the reservation did not disclose this. The website is deceptive as it looks just like the National Parks website.I want this scam fee refunded to my credit card.

  Business Response

  Date: 05/13/2025

  Business Response:
  
  The client submitted an online reservation request form on our website. Our online reservation request form requires every client to agree to our terms and conditions in order to submit the request form. 
  
  On March 31, 2025, at 15:18 MST the client submitted an online request for a two-night stay at **************************************** with an arrival date of June 26, 2025. We were not able to book the clients original room request so our agent phoned the client, offering an alternate room type at the same lodge of which the client accepted. We booked the two-night stay as agreed.
  
  Our terms state:
  
  National Park Reservations provides lodging and activity reservations both inside as well as in the gateway communities of ***************** National Parks. National Park Reservations is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National Park Service of the ******************* National Park Reservations provides the ability for its customers to make ******************** through a toll-free telephone number or by submitting an online request form.
  
  National Park Reservations charges a 10% non-refundable reservation fee based on the total dollar amount of reservations made. The reservation fee will be billed separately to your credit card and will be billed under the memo "National Park Reservations". By using National Park Reservations, the customer authorizes ********************** to charge their credit card the 10% non-refundable fee.
  Customers using ********************** to make lodging and activity reservations agree to use our service, either by telephone or email, to make any changes or cancellations to their reservations.
  A National Park Reservations customer will receive an email confirmation describing all reservations made, any deposits taken by the lodging or activity provider, any cancellation policies of the lodging or activity, as well as check in times of the lodging or activity. Customers of ********************** agree to assume the responsibility of confirming the accuracy of the reservations outlined on the email confirmation.
  National Park Reservations is not responsible for rate changes made by the specific lodging or activity provider. National Park Reservations will not be responsible for loss due to specific action of a lodge or activity provider or by acts of God. Customers using ********************** should be aware that the park concessionaire will directly accept a credit card for reservations, and will impose no fee for doing so. Although National Park Reservations will assist our clients in receiving a refund of any deposits given to a lodge or activity provider, customer understands and agrees that ********************** Park **********************'s 10% ******************** fee is a non-refundable fee.
  On May 5, 2025, at 11:33 the client phoned our office to see if her original room choice was available and was advised that it is not.  She then phoned back on the same day at 11:35 to inquire regarding our 10 % fee.  Our agent explained to her that this is a booking fee for using our services.  We received a 3rd call from the client at 13:08 in which the client asked our agent where we are based out of and what our zip code is.  Our client gave her the requested information; the call was ended with no other questions.
  
  During each of these calls before speaking to an agent, the client listened to a full disclosure from our automated system that states we are not associated with the national park system and advised that we charge a non-refundable fee for making reservations.   
  
  Please feel free to contact our office if you have any further questions.
  
  US Park Lodging/National Park Reservations
  
  
  

• Initial Complaint

  Date:03/12/2025

  Type:Product 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.

  This entire website is a scam as I later found out on Tripadvisor, Yelp, PissedConsumer, and from prior BBB complaints. It uses ****** to come up first when you search hotel, hides the fact that they are a third party, and hides the fact that they are charging a 10 percent fee for booking, which in my cases was $210.22. Despite what they claim on prior BBB responses, there is no banner saying they are not an authorized concessionaire of the national parks. They give you a large font display of the charges without showing you their fee and the policy and cancellation information below the charge does not mention their fee. They state, full refund 7 or more days before the reservation starts. Finally, they have a small box, which you have to scroll through, with terms and conditions in a small font where they disclose the nonrefundable fee. This is deliberately hidden. No one would use this website if this fee was disclosed clearly. Within 5 minutes of leaving this website I was able to book directly with the hotel and I cancelled my reservation with this website in less than 24 hours. For all you lawyers out there, it looks like this is ripe for a class action lawsuit.

  Business Response

  Date: 03/18/2025

  Business Response:
  
  The client submitted an online reservation request form on our website. Our online reservation request form requires every client to agree to our terms and conditions in order to submit the request form. 
  
  On March 9, 2025 the client submitted an online request forms at 16:41 MST for a three-night stay at ************************************ with an arrival date of 04/16/2025. The client was booked as requested and sent a confirmation email to review.
  
  We advise very clearly who we are and that we are not part of the National Park Service: 
  
  For good customer relations we refunded the client the fees charged.
  
  We DO have a banner at the top of our home page. The first line says National Park Reservations is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National Park Service of the ******************* The next line says National Park Reservations charges a 10% non-refundable reservation fee based on the total dollar amount of reservations made.
  
  There are many sites that book for this location, we are just one of many and like any travel agency we charge a service fee.
  
  We also have a link to our terms on every landing page as well as a prompt that says to click IF you have read the terms which are listed again before you are able to submit the request. This is a two prompt system,the client has to acknowledge the lodges terms and ours prior to submitting the request.
  
  The terms have been drafted with the assistance and input of many of the parks lodging
  facilities and read as follows:
  
  National Park Reservations provides lodging and activity reservations both inside as well as in the gateway communities of ***************** National Parks. National Park Reservations is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National Park Service of the ******************* National Park Reservations provides the ability for its customers to make ******************** through a toll-free telephone number or by submitting an online request form.
  
  National Park Reservations charges a 10% non-refundable reservation fee based on the total dollar amount of reservations made. The reservation fee will be billed separately to your credit card and will be billed under the memo "National Park Reservations". By using National Park Reservations, the customer authorizes ********************** to charge their credit card the 10% non-refundable fee.
  Customers using ********************** to make lodging and activity reservations agree to use our service, either by telephone or email, to make any changes or cancellations to their reservations.
  A National Park Reservations customer will receive an email confirmation describing all reservations made, any deposits taken by the lodging or activity provider, any cancellation policies of the lodging or activity, as well as check in times of the lodging or activity. Customers of ********************** agree to assume the responsibility of confirming the accuracy of the reservations outlined on the email confirmation.
  National Park Reservations is not responsible for rate changes made by the specific lodging or activity provider. National Park Reservations will not be responsible for loss due to specific action of a lodge or activity provider or by acts of God. Customers using ********************** should be aware that the park concessionaire will directly accept a credit card for reservations, and will impose no fee for doing so. Although National Park Reservations will assist our clients in receiving a refund of any deposits given to a lodge or activity provider, customer understands and agrees that ********************** Park **********************'s 10% ******************** fee is a non-refundable fee.
  Please feel free to contact me if you have any further questions.
  Best Regards,
  
  ***** *********
  Accounting Manager
  National Park Reservations
  ************

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23057918
  
  I am rejecting this response because:

  I requested two things.  The first was the return of $210.22 which was done.  The second was for this company to change their online website to make it clear to customers that they are charging this non refundable 10% fee.  This was not done.  While there is a banner, in very small print, that states they are not associated with the national parks when you search for "national parks reservations", there is no such banner if you come to their site via a ****** search trying to find the actual hotels.  Furthermore, when the fee comes up in big legible print there is no mention of this 10% feel in the pricing or in the cancellation policy under the price.  They continue to hide their 10% nonrefundable fee in a terms and conditions box, with small print, that you have to scroll through . The majority of people who end up booking through this website are not aware of this 10% nonrefundable fee.  If the role of the BBB is to self police those misrepresenting themselves and extracting money from customers without their knowledge, this is a good place to start. If a reasonable person would not see this 10% non-refundable fee then it is being deliberately hidden which is fraudulent.  Without the BBB taking action, the public will need to rely on regulations and class action law suits. 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:03/08/2025

  Type:Product 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.

  I booked an accommodation through the website National Park Reservations, assuming it was a safe and reliable booking site for national park lodges. However, when I received my credit card bill, I noticed an unexpected extra service charge that was not disclosed during the reservation process. At no point was I informed of this fee, nor did I authorize it when providing my payment details. I attempted to resolve the issue by contacting their customer service via email twice, but my emails were ignored. This lack of transparency and poor customer service is unacceptable. I am requesting a full refund of the unauthorized charge and for the company to clearly disclose all fees upfront to prevent similar experiences for other customers.

  Business Response

  Date: 03/13/2025

  Business Response:
  
  The client submitted an online reservation request form on our website. Our online reservation request form requires every client to agree to our terms and conditions in order to submit the request form. 
  
  On February 6, 2025, at 08:14 MST the client submitted an online request for a four-night stay at ************************************ with an arrival date of Jun 20, 2025. We were not able to book the clients request so our agent emailed alternate lodging options.  Per the request and reply, we booked the four-night stay as agreed and represented.
  
  Please note, the client did not reach out to our company prior to submitting a BBB to review the booking. We would have been happy to review their online request, rates and booking fee, all of which they agreed to online.
  
  Our terms state:
  
  National Park Reservations provides lodging and activity reservations both inside as well as in the gateway communities of ***************** National Parks. National Park Reservations is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National Park Service of the ******************* National Park Reservations provides the ability for its customers to make ******************** through a toll-free telephone number or by submitting an online request form.
  
  National Park Reservations charges a 10% non-refundable reservation fee based on the total dollar amount of reservations made. The reservation fee will be billed separately to your credit card and will be billed under the memo "National Park Reservations". By using National Park Reservations, the customer authorizes ********************** to charge their credit card the 10% non-refundable fee. Customers using ********************** to make lodging and activity reservations agree to use our service, either by telephone or email, to make any changes or cancellations to their reservations.   A National Park Reservations customer will receive an email confirmation describing all reservations made, any deposits taken by the lodging or activity provider, any cancellation policies of the lodging or activity, as well as check in times of the lodging or activity. Customers of ********************** agree to assume the responsibility of confirming the accuracy of the reservations outlined on the email confirmation. 

  National Park Reservations is not responsible for rate changes made by the specific lodging or activity provider. National Park Reservations will not be responsible for loss due to specific action of a lodge or activity provider or by acts of God. Customers using ********************** should be aware that the park concessionaire will directly accept a credit card for reservations, and will impose no fee for doing so. Although National Park Reservations will assist our clients in receiving a refund of any deposits given to a lodge or activity provider, customer understands and agrees that ********************** Park **********************'s 10% ******************** fee is a non-refundable fee.
  

  Please feel free to contact me if you have any further questions.
  

  Best Regards,
  ***** *********
  Accounting Manager
  US Park Lodging/National Park Reservations
  ************

  
  

  Customer Answer

  Date: 03/15/2025

   
  Complaint: 23037704
  
  I am rejecting this response because:
  "I have reached out to your customer service team via email at ***************************** and *********************** on February 15 and March 3. However, I have not yet received a response. As a result, I decided to seek assistance through the BBB.
  Additionally, during the reservation process, the 10% non-refundable service charge was not clearly disclosedeither on the website or in the email confirming my lodge booking. As a third-party reservation platform, I believe it would be helpful to provide clear information about such charges and obtain customers' consent before finalizing a purchase.
  After this experience, I researched online, including BBB reviews, and noticed that many other customers have encountered similar issues. This suggests there is a systemic concern that could benefit from further review. I would appreciate your assistance in resolving this matter and request a refund for the undisclosed service charge.
  Thank you for your time and consideration. I look forward to your response."
  Sincerely,
  
  *** ******

  Business Response

  Date: 03/24/2025

  Business Response:

  After reviewing the clients letter, we are crediting his credit card as a customer courtesy for the full amount of the reservation fee.   There is no longer a reservation fee credit on the account.

  Thank you.
  National Park Reservations

  Customer Answer

  Date: 03/25/2025

   
  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.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:02/23/2025

  Type:Billing 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.

  Hello, I made a booking through this website and was not made aware that a 10% additional booking fee would be charged on top of my booking at any stage. I corresponded with them through their website, none of the pages I booked on noted the fee. They never spoke to me on the phone to outline the fee, and now will not refund it. They state on a page on their website named "Terms" that:"US Park Lodging charges a 10% non-refundable reservation fee based on the total dollar amount of reservations made. This reservation fee will be billed separately to your credit card and will be billed under the memo "National Park Reservations". By using US Park Lodging, the customer authorizes US Park ******************** to charge their credit card the 10% non-refundable fee."The page is not one that you need to view before booking, nor do they point you in that direction. In addition this page makes you believe you are booking directly through the ****************. I paid for two hotel rooms and was charged an additional $87.36 without my prior approval - they don't show it in the total amount you will pay at any stage. Order 1: Reservation Number is # **************** Made 27 January *** charged an additional $45.08 without approving this. Order 2: Reservation Number is # **************** Made 27 January *** charged an additional $42.28 without approving this. They are very happy to pretend you are booking through the National Parks Service when you are on their website, but very quick in your booking post payment to tell you that they aren't them and you have been charged additional money that you did not approve when booking. This to me is a complete scam, and potentially illegal. I would appreciate any help in recovering these funds from this business and warning others. Regards, **** **********

  Business Response

  Date: 03/04/2025

  Business Response:
  
  The client submitted an online reservation request form on our website. Our online reservation request form requires every client to agree to our terms and conditions in order to submit the request form. 
  
  On January 26, 2025 the client submitted an online request form at 19:57 MST for a one-night stay at *************************************** with an arrival date of 06/25/2025. The client was booked as requested and sent a confirmation email to review.
  
  We advise very clearly who we are and that we are not part of the National Park Service: 
  
  Please note, the client did not reach out to our company prior to submitting a BBB to review the booking.  We have attempted to contact the client and have not received a response.
  
  We DO have a banner at the top of our home page. The first line says National Park Reservations is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National Park Service of the ******************* The next line says National Park Reservations charges a 10%non-refundable reservation fee based on the total dollar amount of reservations made.
  
  There are many sites that book for this location, we are just one of many and like any travel agency we charge a service fee.
  
  We also have a link to our terms on every landing page as well as a prompt that says to click IF you have read the terms which are listed again before you are able to submit the request. This is a two prompt system,the client has to acknowledge the lodges terms and ours prior to submitting the request.
  
  The terms have been drafted with the assistance and input of many of the parks lodging
  facilities and read as follows:
  
  National Park Reservations provides lodging and activity reservations both inside as well as in the gateway communities of ***************** National Parks. National Park Reservations is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National Park Service of the ******************* National Park Reservations provides the ability for its customers to make ******************** through a toll-free telephone number or by submitting an online request form.
  
  National Park Reservations charges a 10% non-refundable reservation fee based on the total dollar amount of reservations made. The reservation fee will be billed separately to your credit card and will be billed under the memo "National Park Reservations". By using National Park Reservations, the customer authorizes ********************** to charge their credit card the 10% non-refundable fee.
  Customers using ********************** to make lodging and activity reservations agree to use our service, either by telephone or email, to make any changes or cancellations to their reservations.
  A National Park Reservations customer will receive an email confirmation describing all reservations made, any deposits taken by the lodging or activity provider, any cancellation policies of the lodging or activity, as well as check in times of the lodging or activity. Customers of ********************** agree to assume the responsibility of confirming the accuracy of the reservations outlined on the email confirmation.
  National Park Reservations is not responsible for rate changes made by the specific lodging or activity provider. National Park Reservations will not be responsible for loss due to specific action of a lodge or activity provider or by acts of God. Customers using ********************** should be aware that the park concessionaire will directly accept a credit card for reservations, and will impose no fee for doing so. Although National Park Reservations will assist our clients in receiving a refund of any deposits given to a lodge or activity provider, customer understands and agrees that ********************** Park **********************'s 10% ******************** fee is a non-refundable fee.
  Please feel free to contact me if you have any further questions.
  Best Regards,
  
  ***** *********
  Accounting Manager
  National Park Reservations
  ************

• Initial Complaint

  Date:02/09/2025

  Type:Service or Repair 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.

  02/08/25. Went on to the National Park Reservation website and set up a camping reservation at ****************** in ******** in early May. I thought I was working with a federal agency due to the website design. Gave my credit card information and set up a reservation. Later that day received a call from National Park Reservations telling me they couldn't book it because it was fully booked. They told me there was another option at a private condo a little bit further and about twice the amount. I agreed thinking that this is the best option. However, I noticed today that there was an extra $77.88 fee charged to my card. I then went and found the actual website to ******************, and saw an availability for what I asked from National Park Reservations. When I called today to cancel and get my money back there was an automatic 10% cancellation fee and an additional $77.88.

  Business Response

  Date: 02/12/2025

  Business Response:
  
  The client submitted an online reservation request form on our website. Our online reservation request form requires every client to agree to our terms and conditions in order to submit the request form. 
  
  On February 8, 2025 the client submitted an online request form at 13:40:30 for a two-night stay at ************************************ with an arrival date of 05/09/2025. We were not able to book the original lodge requested so our agent sent alternate options via email. Per the clients agreed response we booked a reservation at Scenic Wonders Vacation Homes & Condos and sent a confirmation email of the booking.   We charge a 10% non-refundable reservation fee.  The fee the client mentions is not a cancellation fee.  This is our booking fee as described and explained below.  
  
  We advise very clearly who we are and that we are not part of the National Park Service: 
  
  For good customer relations we refunded the client the fees charged.
  
  We DO have a banner at the top of our home page. The first line reads National Park Reservations is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National Park Service of the ******************* The next line reads National Park Reservations charges a 10% non-refundable reservation fee based on the total dollar amount of reservations made.
  
  There are many sites that book for this location, we are just one of many and like any travel agency we charge a service fee.
  
  We also have a link to our terms on every landing page as well as a prompt that says to click IF you have read the terms which are listed again before you are able to submit the request. This is a two prompt system,the client has to acknowledge the lodges terms and ours prior to submitting the request.
  
  The terms have been drafted with the assistance and input of many of the parks lodging
  facilities and read as follows:
  
  National Park Reservations provides lodging and activity reservations both inside as well as in the gateway communities of ***************** National Parks. National Park Reservations is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National Park Service of the ******************* National Park Reservations provides the ability for its customers to make ******************** through a toll-free telephone number or by submitting an online request form.
  
  National Park Reservations charges a 10% non-refundable reservation fee based on the total dollar amount of reservations made. The reservation fee will be billed separately to your credit card and will be billed under the memo "National Park Reservations". By using National Park Reservations, the customer authorizes ********************** to charge their credit card the 10% non-refundable fee.
  Customers using ********************** to make lodging and activity reservations agree to use our service, either by telephone or email, to make any changes or cancellations to their reservations.
  A National Park Reservations customer will receive an email confirmation describing all reservations made, any deposits taken by the lodging or activity provider, any cancellation policies of the lodging or activity, as well as check in times of the lodging or activity. Customers of ********************** agree to assume the responsibility of confirming the accuracy of the reservations outlined on the email confirmation.
  National Park Reservations is not responsible for rate changes made by the specific lodging or activity provider. National Park Reservations will not be responsible for loss due to specific action of a lodge or activity provider or by acts of God. Customers using ********************** should be aware that the park concessionaire will directly accept a credit card for reservations, and will impose no fee for doing so. Although National Park Reservations will assist our clients in receiving a refund of any deposits given to a lodge or activity provider, customer understands and agrees that ********************** Park **********************'s 10% ******************** fee is a non-refundable fee.
  Please feel free to contact me if you have any further questions.
  Best Regards,
  
  ***** *********
  Accounting Manager
  National Park Reservations
  ************
  

  Customer Answer

  Date: 02/12/2025

   
  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.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair 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.

  The webpage nationalparkrrservations.com uses deceptive practices and does not make it clear it is not affiliated with the national parks. They charge a 10% booking fee which is not clearly called out in the final payment section or on their webpage. Additionally, they show up as the first sponsored ****** search term, which makes it seem more legit that it is affiliated with the national parks.

  Business Response

  Date: 07/26/2024

  Business Response:
  
  
  The client submitted an online reservation request form on our website.Our online reservation request form requires every client to agree to our terms and conditions in order to submit the request form.
  
  On July 26 2023, at 19:44 MST the client submitted an online request for a three-night stay at *************************************** with an arrival date of July 16 2024. The client was booked as requested and sent a confirmation email to review.
  
  We advise very clearly who we are and that we are not part of the National *************
  
  We DO have a banner at the top of our home page. The first line says National Park Reservations is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National ************ of the ******************* The next line says National Park Reservations charges a 10% non-refundable reservation fee based on the total dollar amount of reservations made.
  
  The National ************ does not make reservations, they hire concessionaires to manage their reservations. There are many sites that book for this location, we are just one of many and like any travel agency we charge a service fee. We have our terms listed so that people can make the decision to book through us or to seek reservations elsewhere.
  
  We also have a link to our terms on every landing page as well as a prompt that says to click IF you have read the terms which are listed again before you are able to submit the request. This is a two prompt system, the client has to acknowledge the lodges terms and ours prior to submitting the request.
  
  The terms have been drafted with the assistance and input of many of the parks lodging facilities and read as follows:
  
  National Park Reservations provides lodging and activity reservations both inside as well as in the gateway communities of ***************** National Parks. National Park Reservations is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National ************ of the ******************* National Park Reservations provides the ability for its customers to make ******************** through a toll-free telephone number or by submitting an online request form.
  
  National Park Reservations charges a 10% non-refundable reservation fee based on the total dollar amount of reservations made. The reservation fee will be billed separately to your credit card and will be billed under the memo "National Park Reservations". By using National Park Reservations, the customer authorizes ********************** to charge their credit card the 10% non-refundable fee.

  Customers using ********************** to make lodging and activity reservations agree to use our service, either by telephone or email, to make any changes or cancellations to their reservations.

  A National Park Reservations customer will receive an email confirmation describing all reservations made, any deposits taken by the lodging or activity provider, any cancellation policies of the lodging or activity, as well as check in times of the lodging or activity. Customers of ********************** agree to assume the responsibility of confirming the accuracy of the reservations outlined on the email confirmation.

  National Park Reservations is not responsible for rate changes made by the specific lodging or activity provider. National Park Reservations will not be responsible for loss due to specific action of a lodge or activity provider or by acts of God. Customers using ********************** should be aware that the park concessionaire will directly accept a credit card for reservations, and will impose no fee for doing so. Although National Park Reservations will assist our clients in receiving a refund of any deposits given to a lodge or activity provider,customer understands and agrees that ********************** Park **********************'s 10%******************** fee is a non-refundable fee.

  
  Please feel free to contact me if you have any further questions.

  
  Best Regards,

  
  Operation Manager
  National Park Reservations
  
  

  
  

• Initial Complaint

  Date:07/23/2024

  Type:Order 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.

  This organization pretends to be affiliated with the national park system (they include disclaimers on their site but the disclaimer is hidden to mislead people searching for availability to book through them when there is no availability). When you try to book a resort that they indicate is available, they have you select "second" and "third" choices. They then automatically book the second or third choices when the first doesn't work (because it's full). They charge nonrefundable booking fees and cancellation fees, including for the second/third choices (e.g., places you did not consent to book -- their terms don't adequately disclose that you are agreeing to reserve those choices). No where is it indicated that you are consenting to book the second/third choices. Therefore they are booking them (and charging nonrefundable fees) without your consent, and there is very likely sufficient evidence to establish a case of intentional fraud. I am reporting them to the Washington AG. When I spoke to a customer service **** ********************** she gave me some scripted points about how "it's part of the same park," likely designed to fool elderly people. I am also reporting them to Visa.Amongst other evidence, the Terms and Conditions on their website are compressed into a small box (with a small font) so they are more difficult to read. No where in those terms is it disclosed that you automatically book the second/third choices (which you make *after* the pay screen)!

  Business Response

  Date: 07/23/2024

  Business Response:
  
  
  The client submitted an online reservation request form on our website.Our online reservation request form requires every client to agree to our terms and conditions in order to submit the request form.
  
  
  On July 21 2024, at 15:52 MST the client submitted an online request for a one-night stay at *********************************** with an arrival date of August 10 2024. On the site, there is an option to select a second or third option for lodging or to skip this step if they do not want us to look at other options for them.
  
  
  From the site: Important!-- Please Choose a Second & Third Lodge Choice: Lodging properties in and around the national parks often book up early in the season, even up to a year in advance. Or  SKIP THIS STEP
  
  
  Please note that the client called to cancel and was advised that a manager would call him back as quickly as possible. When the reservation was reviewed within the hour and found that the client did not read the option to skip a second or third choice, a manager called the client to advise that we were refunding him and he did not give the manager an option to discuss.
  
  
  The client has been refunded.
  
  
  Our terms state:
  
  
  National Park Reservations provides lodging and activity reservations both inside as well as in the gateway communities of ***************** National Parks. National Park Reservations is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National ************ of the ******************* National Park Reservations provides the ability for its customers to make ******************** through a toll-free telephone number or by submitting an online request form.
  
  National Park Reservations charges a 10% non-refundable reservation fee based on the total dollar amount of reservations made. The reservation fee will be billed separately to your credit card and will be billed under the memo "National Park Reservations". By using National Park Reservations, the customer authorizes ********************** to charge their credit card the 10% non-refundable fee.

  
  Customers using ********************** to make lodging and activity reservations agree to use our service, either by telephone or email, to make any changes or cancellations to their reservations.

  
  A National Park Reservations customer will receive an email confirmation describing all reservations made, any deposits taken by the lodging or activity provider, any cancellation policies of the lodging or activity, as well as check in times of the lodging or activity. Customers of ********************** agree to assume the responsibility of confirming the accuracy of the reservations outlined on the email confirmation.

  
  National Park Reservations is not responsible for rate changes made by the specific lodging or activity provider. National Park Reservations will not be responsible for loss due to specific action of a lodge or activity provider or by acts of God. Customers using ********************** should be aware that the park concessionaire will directly accept a credit card for reservations, and will impose no fee for doing so. Although National Park Reservations will assist our clients in receiving a refund of any deposits given to a lodge or activity provider,customer understands and agrees that ********************** Park **********************'s 10%******************** fee is a non-refundable fee.

  
  Please feel free to contact me if you have any further questions.
  Best Regards,
  
  
  
  Operation Manager
  National Park Reservations
  
  

  
  

• Initial Complaint

  Date:04/28/2024

  Type:Service or Repair 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.

  The company/website hides the fact that they will charge a 10% surcharge after one makes a reservation. It is also non refundable when one cancels the reservation. Yes, they state this in the terms and conditions, but it is not the the shopping cart or a part of the total price at checkout. This is pure deception and unethical. Additionally, they grossly overcharge from a daily rate perspective. This should not be allowed and the vendors they represent should be made aware of this. An example - they charged me $499 a night for a premium camp site. If one goes to the actual site of the vendor, the price is $331 a night. This is very similar to ticket scalping, which is illegal in most states. I can provide specific details. Something needs to be about this because they are deceiving the public, miss-representing their vendors, and basically ripping people off.

  Business Response

  Date: 04/30/2024

  Business Response: 

  The client submitted an online reservation request form on our website. Our online reservation request form requires every client to agree to our terms and conditions in order to submit the request form. 

  On April 25 2024, at 3:45 PM MST the client submitted an online request for a two-night stay at ************** with an arrival date of May 17 2024. The client was advised during his booking call that there was a lower rated airstream available, that it was lower rated due to the location on the property and proximity to more congested areas-the client requested to book the higher rated Premium Airstream Suite.
  
  Please note, the client did not reach out to our company prior to submitting a BBB to review the booking.
  
  Our terms state:
  
  National Park Reservations provides lodging and activity reservations both inside as well as in the gateway communities of the ************* National Parks. National Park Reservations is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National ************ of the ******************* National Park Reservations provides the ability for its customers to make reservations through a toll-free telephone number or by submitting an online request form.
  
  National Park Reservations charges a 10%non-refundable reservation fee based on the total dollar amount of reservations made. The reservation fee will be billed separately to your credit card and will be billed under the memo "National Park Reservations". By using National Park Reservations, the customer authorizes ********************** to charge their credit card the 10% non-refundable fee.
  Customers using National Park Reservations to make lodging and activity reservations agree to use our service, either by telephone or email, to make any changes or cancellations to their reservations.
  A National Park Reservations customer will receive an email confirmation describing all reservations made, any deposits taken by the lodging or activity provider, any cancellation policies of the lodging or activity, as well as check in times of the lodging or activity. Customers of National Park Reservations agree to assume the responsibility of confirming the accuracy of the reservations outlined on the email confirmation.
  National Park Reservations is not responsible for rate changes made by the specific lodging or activity provider.National Park Reservations will not be responsible for loss due to specific action of a lodge or activity provider or by acts of God.Customers using National Park Reservations should be aware that the park concessionaire will directly accept a credit card for reservations, and will impose no fee for doing so. Although National Park Reservations will assist our clients in receiving a refund of any deposits given to a lodge or activity provider, customer understands and agrees that ********************** Park **********************'s 10%******************** fee is a non-refundable fee.
  

  Please feel free to contact me if you have any further questions.
  Best Regards,
  
  
  
  Operation Manager
  National Park Reservations
  
  

  
  

• Initial Complaint

  Date:04/03/2024

  Type:Product 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.

  "National Park Reservations" is a scam and they are deceptive with fees and add on 10% not listed at time of booking. You see like $286.52 for a total for 1 night times 2 for 2 rooms in a nice itemized pricing list and then pay. No mention of 10% booking fee or in the cancellation policy section. I call the number and the lady says the total is $630.34. Still no actual line-item agreement with all costs. This company did not clearly disclose that there would be a fee for their services. Their name is very misleading in that they sound like an official website of the National Park. Yes, the small print discloses that they are not, but in no way is this clear. The website is very deliberately set up to make one think they are the official website for park lodging. They are a "travel agency" and as such they charge a fee. Again, yes, small print discloses that. My email confirmation did NOT disclose that there would be a fee.There are thousands of similar complaints, and they still continue to operator in the same manner.

  Business Response

  Date: 04/08/2024

  Business Response:
  
  The client submitted an online reservation request form on our website. Our online reservation request form requires every client to agree to our terms and conditions in order to submit the request form.
  
  On March 30 2024, at 23:06 MST the client submitted an online request for a one-night stay at ******** National Park with an arrival date of Jun 17 2024. The location was not available so the guest was sent an alternate location by email. The client approved booking.
  
  We advise very clearly who we are, that we are not part of the National ************ and that we charge a fee for our services. The National ************ does not make reservations, they hire concessionaires to manage their reservations. There are many sites that book for this location, we are just one of many and like any travel agency we charge a service fee. We have our terms listed so that people can make the decision to book through us or to seek reservations elsewhere. We have our terms listed on or home page, a link on every landing page as well as a prompt that says to click IF you have read the the terms which are listed again before you are able to submit the request. Listed below are our full terms.
  
  Our service fee is listed on the confirmation email.
  
  Our terms state:
  
  National Park Reservations provides lodging and activity reservations both inside as well as in the gateway communities of ***************** National Parks. National Park Reservations is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National ************ of the ******************* National Park Reservations provides the ability for its customers to make reservations through a toll-free telephone number or by submitting an online request form.
  
  National Park Reservations charges a 10%non-refundable reservation fee based on the total dollar amount of reservations made. The reservation fee will be billed separately to your credit card and will be billed under the memo "National Park Reservations". By using National Park Reservations, the customer authorizes ********************** to charge their credit card the 10% non-refundable fee.
  Customers using National Park Reservations to make lodging and activity reservations agree to use our service, either by telephone or email, to make any changes or cancellations to their reservations.
  A National Park Reservations customer will receive an email confirmation describing all reservations made, any deposits taken by the lodging or activity provider, any cancellation policies of the lodging or activity, as well as check in times of the lodging or activity. Customers of National Park Reservations agree to assume the responsibility of confirming the accuracy of the reservations outlined on the email confirmation.
  National Park Reservations is not responsible for rate changes made by the specific lodging or activity provider.National Park Reservations will not be responsible for loss due to specific action of a lodge or activity provider or by acts of God.Customers using National Park Reservations should be aware that the park concessionaire will directly accept a credit card for reservations, and will impose no fee for doing so. Although National Park Reservations will assist our clients in receiving a refund of any deposits given to a lodge or activity provider, customer understands and agrees that ********************** Park **********************'s 10%******************** fee is a non-refundable fee.

  Please feel free to contact me if you have any further questions.

  Best Regards,
  

  Operation Manager
  National Park Reservations