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:01/23/2024

  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.

  I booked **************** at ***** Ranch through the National Park Reservations.When I booked it, I checked the nightly fare shown on the website **************************************, which was $375.18 (including tax), and an email from *******, one of the businesss employees, confirmed the price again. However, I was charged $377.18 (including tax). The business explicitly deceived me about the amount of fare. I would not have made the reservation through the fraudulent company if I had been informed that they lied to me and I could be possibly overcharged. Despite the apparent fraud, the company charged me a fee of $37.52. As a result, I demand a full refund of the fee.

  Business Response

  Date: 01/29/2024

  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 Jan 21 ****, at 08:23 MST the client submitted an online request for a one-night stay at Grand Teton National Park with an arrival date of Jun 23 ****. The client was booked at the exact rate that was presented on her request: ****** before tax and ******. The client states she was given the rate of ****** and booked at ******, which is incorrect.
  
  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 her online request, rates and booking fee, all of which she 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 ************ 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
  
  

  
  

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21184819
  
  I am rejecting this response because:
  The total amount of the fare was incorrect without any notice, even though the employee confirmed the final price via email. I was overcharged more than the confirmation from the business. 

  Sincerely,
  
  **** Mo Nam

  Business Response

  Date: 02/07/2024

  Additional review: **************** charges a utility fee for their location that is not part of the room charge, it would not be listed for our company because we do not base our fee off of anything but the actual room charge. 

  This client has still not contacted our company to review.

  Customer Answer

  Date: 02/07/2024

  
  Complaint: 21184819
  
  I am rejecting this response because:
  Firstly, the issue in this case is very simple. I was overcharged over the final fare shown in the confirmation email. Although the business confirmed that I would be charged $375.18, I was charged $377.18.

  Secondly, the business never notified me that I was overcharged. I didn't recognize the fact until I found it on my bank statement by chance. No notifications have been made by the business so far. 
  
  Lastly, I am not going to contact the business directly. There are so many other victims who were scammed by the business on BBB. Nonetheless, the business is still running its website misleading, fooling people, and making money from them. I don't want to talk with the scammers. 
  

  Sincerely,
  
  **** Mo Nam

  
  

• Initial Complaint

  Date:12/19/2023

  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.

  This company is dishonest at best. There have been multiple complaints about the 10% fee and BBB has written at least 2 letters to no avail. After the 2016 letter the ******* Lodging apparently made the fee more prominent , however it is not included in the nimerical summary of charges and is only written in verbal form underneath. The fact that the fee is non-refundable is not even mentioned until further down deep in small text. I submitted the reservation request and literally sent an email asking for a cancellation within an hour, received a reply saying "we are sorry you need to cancel," 4 hours BEFORE I received a booking confirmation, however was still charged this fee. The non-refundable fee should be listed prominently in the list of charges at the time of booking. Unless that's done it is very clear that this company is trying to hide the charges.

  Business Response

  Date: 12/21/2023

  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 December 16 2023, at 11:40 MST the client submitted an online request for a five night stay at Yellowstone National Park with an arrival date of July 15 ****. The client was booked as requested.
  
  Please note that the client had not reached out to us with any concerns prior to submitting a BBB. He contacted us by phone a day after submitting a BBB and disputing with his bank. He was advised during the call that a resolution agent would contact him back to discuss the booking. We have since spoken by phone to discuss how to proceed.
  
  ******* Lodging goes to great lengths to disclose we are not affiliated with the National ************* 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, a link on every landing page, in addition to a two part approval of terms (the lodges and ours) before the request can be submitted. We also advise that our fee can be avoided by contacting the concessionaire.
  
  Our terms state:
  
  ******* Lodging provides lodging and activity reservations both inside as well as in the gateway communities of the ************* National Parks. ******* Lodging is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National ************ of the ******************* ******* Lodging provides the ability for its customers to make reservations through a toll-free telephone number or by submitting an online request form.

  
  ******* 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 ******* Lodging, the customer authorizes ******* ******************** to charge their credit card the 10% non-refundable fee.
  ******* Lodging takes full responsibility for the accuracy of any reservations made on behalf of our customers. Any reservation issues,discrepancies, mistakes, or reservation questions should be addressed directly to ******* Lodging. Xanterra Parks & Resorts is not responsible for correcting these issues. Customers using ******* Lodging 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 ******* Lodging 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 provider, as well as check in times of the lodging or activity provider. Customers of ******* Lodging agree to assume the responsibility of confirming the accuracy of the reservations outlined on the email confirmation.

  
  PLEASE NOTE:
  For Arrival Days that require IMMEDIATE ATTENTION (within 3 days from submission date) - we will expedite your request: You will receive an email confirmation with reservation details &confirmation number within 24 hours after we have successfully booked your requested reservation. If you have not received a confirmation and if you have not been contacted by a ******* Reservations Specialist within 72 hours:
  Check your Spam Folder. Call our toll-free number for assistance.

  
  *********************** is a lodging facility operated by Xanterra Parks & Resorts. All properties will have different deposit and cancellation policies so please be sure to check your confirmation email to verify the policies for each lodging facility. Xanterra Parks & Resorts maintains a reservations center allowing customers to book directly for ***********************. The lodging rates Xanterra Parks & Resorts charges are set in cooperation with the National ************. Xanterra Parks & Resorts does not charge any additional booking fees to reserve lodging.

  
  Rates are subject to change at any time without notice. The rates are subject to approval by the National ************ and the new rates are not always established at the time of booking. As a result,we can secure your reservation at the current rate. Your deposit will guarantee the reservation and the first night's rate only. Subsequent nights on multi-night reservations will be subject to the new rate.Any modifications to your reservation(s) will result in the entire stay being subject to the current rate.

  
  ******* Lodging is not responsible for rate changes made by the specific lodging or activity provider. ******* Lodging will not be responsible for loss due to specific action of a lodge or activity provider or by acts of god. Customers using ******* Lodging should be aware that the park concessionaire will directly accept a credit card for reservations, and will impose no fee for doing so. Although ******* Lodging will assist our clients in receiving a refund of any deposits given to a lodge or activity provider, customer understands and agrees that ******* Lodging 10% reservation fee is a non-refundable fee.
  ******* Lodging
  
  Please feel free to contact me if you have any further questions.
  
  Best Regards,
  Operation Manager
  ******* Lodging/National Park Reservations
  ************ 

• Initial Complaint

  Date:11/16/2023

  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 charges site users a 10% non-refundable fee for booking but does not include any mention of this fee in the itemized purchase page or in the cancellation section. Instead they bury it in the site ****************** which is not where a user would expect to find payment information. It requires moving past all payment information and scrolling down through very small text. It contradicts the bill the user is presented with and is intentionally misleading and fraudulent. Requests for a refund are responded with surliness ("can you not read?") This is a scam to make money off of cancellations with hidden fees, and is both disingenuous and outright fraudulent.

  Business Response

  Date: 11/17/2023

  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 04-13-2023 at 10:39 MST the client submitted an online request for a three-night stay at ******** National Park. They were booked as requested.
  
  We advise very clearly who we are, that we are not part of the National ************ and that we charge a fee for our services. 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. It is a two prompt system, the person entering the request indicated that they read both lodge policies and our terms.
  

  Due to the person filing the complaint being different that the person listed on the reservation, they were asked if ******* or ******* submitted the request and if they were able to read the terms on the site. We were not being surly, we were trying to establish who was responsible for reading the terms. Because we could not get the person emailing to answer if they were able to see the terms and it is not clear if the client was actually the one that entered his information in our site,we have refunded the booking fee-******* was advised of the refund.
  

  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
  

  Customer Answer

  Date: 11/30/2023

  Hi there,
  
  My case closed after 7 days, but the business (National Park Reservations) has not followed through on resolution. It has been quite some time now and we have not received the refund. They said they sent a check in the mail, but it has not arrived within a reasonable timeframe. Furthermore, they are not responding to my emails anymore.
  
  Hidden junk feeds are illegal in the *******************, and their practice is really unethical.
  
  This is for case ID ********.
  
  Thanks,
  *******
  

  
  

  Business Response

  Date: 11/30/2023

  The clients, *********************************, check was initiated on 11/18/2023. The client was advised that a check would be sent to the address on file and the process can take between 7 to 10 business days. We have reviewed with our accounting team and due to a holiday, the check was released on 11/28/2023.Upon review, we have not received any further emails from the client nor have they called our office.

  Our fee is not hidden, it is clear that we charge a fee for our services if the terms are read.

• Initial Complaint

  Date:08/30/2023

  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.

  I made online reservations for Swiftcurrent Inn. After making the reservation for an available cabin I received an email saying my request would be reviewed. I received a call the next day saying my cabin was not available but could put me in a hotel instead. I agreed and that was the end of the conversation. No where did it say or did anyone tell me I was being charged a 10% fee to be helped with a reservation. This is a scam. I searched the site and there is nothing that says anything about a fee. In an email after the reservation was formalized I do see a small print line about me agreeing to a 10% charge. I most certainly did not agree to this. I wasnt even aware of the charge until I reviewed my credit card statement. There is something very fishy going on and from other complaints I see, this is a persistent problem they dont disclose.

  Business Response

  Date: 09/05/2023

  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 Aug 18 2023, at 22:35 MST the client submitted an online request for a three night stay at Glacier National Park with an arrival date of Aug 21 2023. The client was booked in a room and rate that he approved by phone. Please note that the client has not reached out to us with any concerns prior to submitting a BBB.
  
  ******* Lodging goes to great lengths to disclose we are not affiliated with the National ************,
  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:
  ******* Lodging provides lodging and activity reservations both inside as well as in the gateway
  communities of ***************** National Parks. ******* Lodging is not an authorized concessionaire
  of any National Park nor are we in any way affiliated with the National ************ of the ********************** ******* Lodging provides the ability for its customers to make reservations through a
  toll-free telephone number or by submitting an online request form.
  
  ******* 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 ******* ******************** to charge their credit card the 10% non-refundable fee.
  
  Customers using ******* Lodging 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.
  
  ******* 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 ******* Lodging agree to assume the responsibility of confirming the accuracy of the reservations outlined on the email confirmation.
  
  ******* Lodging is not responsible for rate changes made by the specific lodging or activity provider.
  
  ******* Lodging will not be responsible for loss due to specific action of a lodge or activity provider
  or by acts of God. Customers using ******* Lodging should be aware that the park concessionaire will
  directly accept a credit card for reservations, and will impose no fee for doing so.Although *******
  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.
  
  Please feel free to contact me if you have any further questions.
  Best Regards,
  Operation Manager
  ******* Lodging/National Park Reservations
  ************
  
  

• Initial Complaint

  Date:08/28/2023

  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.

  On 8/13/23 I went online to reserve a three night stay at the ************ National Park. I landed on the National Park Reservations site. This site in no way, shape or form states that it is a third party site that collects a fee. They present themselves as the actual place where you make park reservations. When they present you with the final price in the checkout, it does not include their fee. They never provided me with a receipt. I only discovered their involvement in my reservation when I needed to change the dates of my reservation. I called Grand Teton National Park and was told my reservation was made by a third party. The **** phone operator gave me the name of the company, I did not have it, because I never received a receipt with their name and contact information. I called ******* at National Park Reservations and asked about this issue. I did not want to use a third party and did not need or want their service. She told me that she does not charge for her service. I later received a charge on my credit card statement. This company gets by with doing this because they provide a statement in the small print of the terms and conditions that they charge a non-refundable 10% fee. I called ******* to discuss the lie she told me and received an email with the statement of their terms and conditions. To top it off, the room I reserved on the National Park Reservation site was not even available. I ended up working directly with the ************ National Park. I clearly did not need or want this service.

  Business Response

  Date: 08/30/2023

  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 Aug 14 2023, at 13:21 MST the client submitted an online request for a two-night stay at Grand Teton National Park with an arrival date of Sep 14 2023. The location that the client requested was NOT available so our agent found alternate locations for the client-the client approved the lodge booked and room type. She was also advised (in addition to approving the terms before submitting a request) on the call that we charge a fee for booking. Her recorded call was reviewed as well as her online request-she was never told that we do not charge a fee for our services.
  
  We advise very clearly who we are, that we are not part of the National ************ and that we charge a fee for our services. 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. It is also listed as a double indicator box-agree to lodge policies AND agree to our policies. We are clear with our terms so that, if at any time in the booking process, the client feels they do not need our services, they have the option to book with any of the other hundreds of companies that book lodging in the park. Listed below are our full terms.
  
  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
  
  
  

  Customer Answer

  Date: 08/31/2023

  National Park reservations does not state anywhere on their website that they are a third party providing a reservation service.  Please see attached screen shot and visit *********************************************;When I selected the rooms I wanted, there was no description of any fee being charged in the cart, nor did I receive a receipt that I had purchased their service.  See attached screenshots for how this looks once you select rooms to reserve.  They did not inform me I was purchasing a service, they did not provide me with any indication that I had purchased a service, other than requiring me to select the terms at checkout.  When I contacted the park directly to change my reservation, the park informed me I had booked the rooms with a third party, National Park Reservations.  I had no contact information for National Park Reservations since they did not provide me with a receipt to indicate I had purchased their service.  I searched online for the contact information for National Park Reservations.  ******* answered.  I said "Is this a third party that I made my reservation with?  Who is this company?  I don't understand what happened?  I am trying to modify my reservation and the park says I can't because you are a third party."  ******* said "I don't know why they are doing this.  They know who I am.  We are National Park Reservations, we are free and we don't charge anything for our service.  Tell her ******* from National Park Reservations made the reservation."  I never received a receipt.  I later saw the charge on my credit card statement.  

  While it may be technically legal for a customer to only be informed that they are purchasing a service when they click the terms and conditions, it should not be legal to expect people to pay for a servcie without telling them up front that is what they are getting into or to provide no evidence of the service provided or the purchase made.  Why would you want to trick and force people into having a service they do not need or want?  The asnwer is simple:  because you want to get their money without their consent.  I feel badly that your business enjoys taking advantage of honest families trying to use their limited income to splurge on a night in a national park.   

• Initial Complaint

  Date:07/26/2023

  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.

  On Dec 25, 2022, I made an online reservation for: Property: ******************************** Center Arrival Date: July 28, 2023 (Friday)Depart Date: August 1, 2023 (Tuesday)The link that I used was: ************************************************************************************. I received a reservation confirmation and noticed the comment ""National Park Reservations has charged an additional ten percent non-refundable fee in the amount of $200.12 to your credit card, as described on our website and phone message."I immediately called up the *** customer service and explained them the situation that the link that I used did not have the 10% service charge declaration unlike their main website: ******************************************* customer representative, ****** understood my situation and offered a voucher for that charge that can be used for any future reservations. I explained that I would never be able to use the voucher as I will book the rooms directly from the property in the future.She assured me that my request will be reviewed by the manager. I followed up 2-3 times, and was advised that the manager will get in touch with me. Finally, I got a call from the manager, *****. The only question she asked was did you agree to the terms and conditions that mentioned a 10% fee, to which I replied "I may have, but don't remember seeing that. Also, the 10% charge does not mention that it is a non-refundable fee. (Please refer attachment). I explained to *****, that I could have easily made a reservation via the property directly (which I eventually did after my call with *****) and could have avoided the 10% fee. She was extremely rude and was in no mood to continue with our conversation. I decided to cancel the reservation based on my experience and would like to get a full refund of the reservation charges ($200).

  Business Response

  Date: 07/29/2023

  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 Dec 25 2022, at 10:04 MST the client submitted an online request for a four-night stay at Acadia National Park with an arrival date of Jul 28 2023. The was booked as requested.
  
  
  We advise very clearly who we are, that we are not part of the National ************ and that we charge a fee for our services. There are many sites that book for this location, we are just one of many and like any travel agency we charge fees. 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.
  
  
  We offered to work with the client to reuse the booking fee and advised that we book at over 43 different parks.
  
  
  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
  ************
  
  

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20382557
  
  I am rejecting this response because:

  I have already mentioned in the complain (attached) that the link did not provide any information about the 10% fees. Considering that I reached out to business on the same day before the reservations were made, ethically they should have refunded the entire reservation fee. They did provide me an option to use it for the next reservation but I explained to them that I may never use their services as I can book the reservations directly from the hotel.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/08/2023

  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 website for this business USParkLodging.com makes it look like you are interacting with Yellowstone National Park. It turns out Xanterra is the official site for booking hotels in ***********. USParkLodging.com (same company as National Park Reservations) charges a non-refundable 10% fee on the entire cost of the stay. They hide this non-refundable charge in the verbiage of their terms and conditions (they call it ten percent instead of 10 %) among statements over and over that the reservation fee is fully refundable up to 30 days prior to arrival. When the reservation costs are broken down for review before booking (per night fee, total cost, taxes and fees, deposit) this extra 10% fee is excluded. The charge showed up as a surprise about a day after the deposit had been charged to my credit card. When I called to cancel my reservation, one of the first things on the recorded message was that the 10% fee is non-refundable. Looking at reviews on Trip Advisor, many people warn about not using this site after having been tricked into paying this extra 10% fee.

  Business Response

  Date: 07/13/2023

  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 Jul 07 2023, at 16:19 MST the client submitted an online request for a three night stay at *********************** with an arrival date of Jul 27 ****. The client was booked as requested. Please note that the client has not reached out to us with any concerns prior to submitting a BBB, when she called to cancel the reservation, she was advised that the reservation fee would be reusable.
  
  
  ******* Lodging goes to great lengths to disclose we are not affiliated with the National ************* 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:
  
  
  ** Park Lodging provides lodging and activity reservations both inside as well as in the gateway communities of ***************** National Parks. ******* Lodging is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National ************ of the ******************* ******* Lodging provides the ability for its customers to make reservations through a toll-free telephone number or by submitting an online request form.
  
  
  
  ******* 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 ******* ******************** to charge their credit card the 10% non-refundable fee.
  Customers using ******* Lodging 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 ******* Lodging 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 ******* Lodging agree to assume the responsibility of confirming the accuracy of the reservations outlined on the email confirmation.
  ******* Lodging is not responsible for rate changes made by the specific lodging or activity provider. ******* Lodging will not be responsible for loss due to specific action of a lodge or activity provider or by acts of God. Customers using ******* Lodging should be aware that the park concessionaire will directly accept a credit card for reservations, and will impose no fee for doing so. Although ******* 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.

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

• Initial Complaint

  Date:07/02/2023

  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.

  Failure to provide full refund Reservation cancelled 60 days prior to arrival 85D6RA Deceptive advertising. Appears to be US National Parks

  Business Response

  Date: 07/13/2023

  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 Sept 16 2022, at 16:05 MST the client submitted an online request for a two-night stay at Crater Lake National Park with an arrival date of Sept 15 2023. The client was booked as requested. The client canceled the reservation on Jul 02 2023 and at time was advised that the one night deposit from the lodge would be refunded and that the reservation fee could be reused. She was also offered an extended amount of time to reuse the fee.
  
  
  We advise very clearly who we are, that we are not part of the National ************ and that we charge a fee for our services. 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 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
  ************

• Initial Complaint

  Date:06/11/2023

  Type:Sales and Advertising 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 a room at Rainier National Park through National Park Reservations online system. The email I got with reservation confirmation stated the cancellation policy as $15 before 7 days of the check-in date otherwise 1 night of charge will be forfeited. There was no mention of how to change the reservation. I called the National Park Reservations for information on charges for changing the reservation. I was informed that there will be no charge for changing the reservation so I asked for available dates 2 months later getting some options from them. I called them back in few minutes with the final date of choice to change the reservation to. The customer care provider said that the change has been made and there are no extra charges because its the same room type at same price. Thats it. No other disclaimers around it so I assumed that the reservation has been updated to the later date that I requested. I got a call the next day that my reservation has not been changed because lodge got booked before my reservation was processed. ******** care representative tells me that I need to forfeit my deposit money to make the cancellation. When I explain to her that I was made to believe that the reservation was already processed, she turned rude without letting me finish what I was trying to say and claimed that the first call I had made the day before had informed me that there will be $15 charge for changing reservation, I was taken aback. She went on to add that I was also informed of the reservation change request not being guaranteed. I was not told about any of these in either of the calls I had made the day before. I dont think I deserve to forfeit my deposit of $307.32 because they did not inform me of the processing delay in reservation change. If they would have, I would have canceled the reservation before the 7 day period began on my reservation without going down the path of changing it.

  Business Response

  Date: 06/12/2023

  Business Response:
  
  
  We have reviewed the call when the client requested a change, she was advised clearly that changes are not guarantee. The room type she had requested sold out and she was offered a different room type, which she accepted-she has not forfeited any amount.

  Operation Manager
  National Park Reservations

• Initial Complaint

  Date:06/09/2023

  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 website is a total scam! They made their website look like they are an official National park affiliated website which they are not. And they charge you a 10% non-refundable fee ( no matter how early on you want to cancel). They did not disclose this fee until the very final step of payment, the initial total only shows the per-night fee which is very misleading. The 10% non refundable fee is very unreasonable, I want a full refund of my 70 dollars!

  Business Response

  Date: 06/12/2023

  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 Jun 04 2023, at 3:08 MST the client submitted an online request for a two-night stay at *********** National Park with an arrival date of Jul 28 2023. The full stay was not available at one location so the client was offered to book one night at ************************ and one night at **************** by phone. During this call, the client was advised, again, of the terms and conditions verbally prior to agreeing to book both locations. The client accepted terms for booking both on line and in a recorded call.
  
  
  We advise very clearly who we are, that we are not part of the National ************ and that we charge a fee for our services. 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 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