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:06/08/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This website is highly misleading. I thought I was booking through an official national parks website. Thankfully, when they attempted to book the reservation, they had my expired credit card info and the charge was declined. I emailed to say that I would not be providing a different credit card since, upon receiving notice that the card had been declined, I decided not to continue with the booking. They are now saying I need to pay them a 10% booking fee (even though the booking was never official) and have implied they will pursue this as an unpaid charge! Is this legal? If I was never actually booked, how can they charge a booking fee?! Also the cancellation policy on the email I received was as follows:Cancellation Policy:48 hours prior to arrival by 10:00 PMNo mention of a 10% fee. But again, I was never booked so it should be a moot point.

  Business Response

  Date: 06/09/2023

  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 May 31 2023, at 14:29 MST the client submitted an online request for a one-night stay at Mt. Rainier with an arrival date of Jun 15 2023. This client was NOT charged anything from our company. She had selected a second option of *************** that was booked and then canceled per the clients request. NOTHING was charged to this client. The client did not reach out to us prior to submitting a BBB, if she would have reached out to us with concerns or checked her credit card statement, she would have been advised of no charges and will be able to verify on her credit card.
  
  
  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
  
  

  Customer Answer

  Date: 06/09/2023

   
  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:06/05/2023

  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.

  On June 3, 2023 ****** results showed this site top for booking a room at ************************. The site makes it feel like it is affiliated to the National Parks - it is not. I should've read the fine print. It lists all parks and their lodges and has a slightly modified tree icon. When booking through this site they charge a non-refundable 10% booking fee!. The same rooms are available on other sites like expedia without such a fee. The fee is not clearly stated in the booking form where it clearly says:"Other fees may apply, see "Additional Lodging Policies" below"In Additional Lodging Policies it says:"Cancel Policy:Reservations may be changed or canceled at no charge up to 48 hours prior to arrival.Additional Lodging Policies Rates are based on double occupancy. Each guest age 16 and over is an additional $11.00 per night. Please note there is an additional $1.00 per night Shenandoah National Park Trust fee and a $5.00 per night Utility Fee. Rollaway beds are available for $11.00 per night, room restrictions may apply. Pack and plays are also available at no additional charge."It doesn't list the 10% non-refundable anywhere here. Like other reviews here define - they have acknosledged this and said they will move it up to the price total line but they haven't! They have left it buried in a ****************** section

  Business Response

  Date: 06/06/2023

  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 June 02 2023, at 19:52 MST the client submitted an online request for a one-night stay at Shenandoah National Park with an arrival date of July 21 2023. He was booked exactly 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. 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: 06/10/2023

   
  Complaint: 20143310
  
  I am rejecting this response because:

  I don't understand how you can claim this is all clear and explicit in the design of the website. Have a look at the attachments for how two other websites show rates and fees for the same hotel. Which consumer in their right mind would willingly pay an extra 10% for the same room for no additional benefit whatsoever? The only reason people are being swindled to pay for this extra 10% is because:

  - the website is highest up in ****** search results for national park hotels

  - the website does NOT make it CLEAR that there is an extra 10% on every reservation and how that's different to every other hotel book site

  - it charges this 10% even for CANCELLABLE bookings

  That has to be the entire fraudulent business model for this website. What else can it be? You can see from prior BBB complaints that the clear expectation of the extra 10% being shown visibly and clearly is not being followed. They are looking to make a fool of consumers like me who assume fair business practices and assume the website works in a similar way to every other hotel booking website, none of which charge exorbitant fees for CANCELLABLE bookings.

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

• Initial Complaint

  Date:05/28/2023

  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.

  This company is a SCAM. They position themselves and have designed the website as a national park reservation system, but it is a private company that charges 10% fees for nothing. I did the online booking, sent out the reservation request and these guys pretty much take a 10% cut over the booking. They should not be allowed to operate in their current guise. The terms and conditions justification they are giving is a joke as nowhere on the website is this clearly highlighted that they are merely a travel agent that click baits using keywords.

  Business Response

  Date: 06/05/2023

  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 March 23 2023, at 23:35 MST the client submitted an online request for a two-night stay at ******** National Park with an arrival date of July 01 2023.
  
  
  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

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20115212
  
  I am rejecting this response because: They are frauds and they know it.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/24/2023

  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.

  National Park Reservations hides a 10% nonrefundable fee in a click-wrap agreement and in small dark print on its website and does not show its booking fee with the cost of the hotel as most all other travel reservation websites do. There was no line for fees and it said the reservation was 100% refundable. A 10% fee on a vacation stay can be an exhorbitant cost - in my case $169.34. The name of the organization and layout of the website also made me think this was a service through the National ************* The name of the organization, the layout of its website, and the very fine print they use to show highlight this non-refundable exhorbitant fee is causing consumer confusion - of which they are aware. They nevertheless continue to engage in non-transparent, misleading behavior in charging large, non-refundable fees disproportionate to the services provided. I called and requested that the fee be reduced to something more reasonable, and *****, a customer service agent, said that it was my fault for not fuly reading the click-wrap agreement (essentially Buyer Beware). I told her that usually booking fees are shown with the hotel charges for transparency - but she refused to engage me on the subject. I believe that they know their website is misleading. They know that no one would pay them $170 to make a booking they can make directly with a hotel. They also advertise hotel dates as open when they are not and do not show that these hotels lack availability. This misleads the consumer into thinking they may have access to rooms that they can not access directly. Despite all the claims of consumer confusion on this website, this organization continues to engage in intnentionally misleading behavior to defraud consumers.

  Business Response

  Date: 03/28/2023

  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 March 01 2023, at 18:38 MST the client submitted an online request for a five-night stay at ******** National Park with an arrival date of Jun 16 2023. She was booked according to the request and sent a confirmation email the same day. The client spoke to our customer service agent on March ******* and was asked if she read the terms that she indicated that she had read online, the client said she did not see them . The client submitted the request without reading the terms that we provide. She also did not read the confirmation email that was sent that also has the fee listed, she reviewed the email on the call with our agent.
  
  
  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:03/07/2023

  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 a reservation for Glacier Park Lodge directly through their own website in October 2022. I then had to change my reservation, and did so later in the month, through what I thought was a National Parks-affiliated organization, called National Park Reservations. I noticed afterward that I was charged 10% of the cost of my booking. As many others have noted, this is not displayed anywhere up until you're about to pay, where it is listed in very fine print under what appears to be a standard list of terms and conditions. I see elsewhere that the company claims they're essentially "off the hook" because they do mention the 10% fee here, but let's be honest--this is extremely deceptive and is designed to be predatory. They also design their website and branding in a way that makes it seem like they are associated with the National Parks. This is dishonest and inappropriate. I would like my fee refunded, especially since I initially booked directly through the hotel without going through National Park Reservations, would have simply changed my booking directly through the hotel if I had known about the notoriously deceptive National Park Reservations company. Additionally, I actually ended up canceling my reservation altogether eventually, so I'm still stuck paying nearly $200 for no reason. I am requesting refund of the fee I paid, $177.16.

  Business Response

  Date: 03/15/2023

  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 June 26 2022, at 15:56 MST the client submitted an online request on ******* Lodging site for June 30 2023 for 6 nights at Glacier National Park. The client approved booking and had worked with our company to make changes to her dates on Sept 25 2022 and then emailed us on Oct 27 2022 that she booked a room through a different company in addition to the reservations that she booked with us in June. The client said that she initially booked directly through the hotel without going through National Park Reservations The history on her account and her email advising us that she booked with a different company in October indicates that she was aware that she booked with our company.
  
  The client was not on National Park Reservations to make her booking. She was on ******* Lodging.
  
  
  We advise, very clearly, that we are not park of the National ************* as you see in the first paragraph of our terms below. We also list, very clearly, that we are a reservation service and that we charge a fee for our services, as you see in the second paragraph of our terms. Our term are linked on every page of our site and we ask that you click a radio box IF you agree to the terms that are listed.
  
  
  Our terms state:
  
  
  ******* Lodging is a reservation service providing 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 ******************* US Park Lodging provides the ability for its customers to make reservations through a toll-free telephone number or by submitting an online request form.
  For this service, ** 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 National Park Reservations, the customer authorizes ********************** to charge their credit card the 10% non-refundable fee
  
  
  Please feel free to contact me if you have any further questions.
  
  
  Best Regards,
  
  
  National Park Reservations
  ************

• Initial Complaint

  Date:02/19/2023

  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.

  Booked over the phone, offered as a substitute for the hotel I wanted. I cancelled the reservation within 48 hours. They charged me $64 , 10% of the total fee to be charged had I kept the reservation. No way to cancel without that fee and I was not told about it when i booked Unethical!!!!

  Business Response

  Date: 02/20/2023

  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 Feb 12 2023, at 19:17 MST the client submitted an online request for a four-night stay at Big Bend National Park with an arrival date of May 07 2023. The client's request was not available so our agent contacted her with other options, the client approved the booking by phone. She was advised that the policies were the same as she had approved online.She has also been advised that while the booking fee is non-refundable at the time of booking, it is reusable in the event of a cancel or change.
  
  
  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
  ************
  
  Tell us why here...

  Customer Answer

  Date: 02/20/2023

   
  Complaint: 19431047
  
  I am rejecting this response because:  if you look on line there are myriad complaints against this company for exactly the same thing---with BBB and others, like Yelp.  Yes, this is in their small print, but I booked the reservation over the phone (the online booking was to confirm available dates).  10% of the total cost of a reservation of multiple days for a cancellation within 24H is usury.   
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/14/2023

  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.

  Deceptive website- tells consumer there is rooms available at a certain site then re-directs and says no longer available but we have room at this other location. In large bold letters it states this reservation is fully refundable and tells the consumer to hurry to book this reservation because space is limited. In small print it tells you that you will be charged a 10% non- refundable fee. I called the company right after I made the reservation on the intranet to ask a question. I then heard about the fee on the telephone. I then tried to cancel but was told I wouldn't be able to obtain the 10% refund fee.

  Business Response

  Date: 02/20/2023

  
  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 20 2022, at 14:18 MST the client submitted an online request for a seven-night stay at Big Bend National Park with an arrival date of March 11 2023. The client's request was not available so our agent contacted him with other options, he replied to that email asking us to book an alternate location, he also corresponded with our customer service department on Dec *******, regarding the option that he booked. The client did not contact us again until Jan 18 2023-he sent a request to cancel online.
  
  
  The client did not contact us concerning the booking fee that he approved prior to booking or prior to submitting a BBB.
  
  
  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: 02/20/2023

   
  Complaint: 19401611
  
  I am rejecting this response because:
  
  

  As previous response the large font says 100% fully refundable and the very small lettering tells you 10% fee unrefundable. Addtionally this email from the company is a high-pressure sales tactic asking the customer to hurry up and purchase because rooms will be gone.

  I contacted ******* Dec 20th immediately after I made the reservation to request 10% fee refund

  Dec 21st contacted *****

  February 14th call customer service to request 10% refund again prior to submitting to BBB.

   

  thank you

   

   

   

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

• Initial Complaint

  Date:01/26/2023

  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.

  On 1/22 I used the online portal to set up reservations for Sequoia at the ************** for June 15 to June 19, 2023. After using my credit card at their booking site I have several thousand dollars of fraud charges appear on the same card a few days later. I spoke to my credit card company and canceled the card and reported the charges as fraudulent. After speaking to my credit card company I called National park reservation site and advised them my card information was compromised after using their site. I asked them to cancel the reservation and refund my money. I was told the reservation fee of $188.86 can't be refunded and the $474.65 charge for the room would be sent to me in the mail. I was told I had the option of providing my new credit card number for the refund to be put on it, but since I had fraud as a result of giving them my card in the 1st place, I was not ok with that option. I feel the company has an obligation to refund my total cost ($663.51) for using their service because my cancellation was only due to the fraud, not personal choice.

  Business Response

  Date: 01/27/2023

  The client called our office 01/26/2023 to cancel his reservation.

  He advised our agent that he had fraud on his account and we assured him that we have not had a security breach.

  He was refunded his deposit from the lodge and refunded his booking fee from our company.
  

  Operation Manager
  National Parks Reservations
  
  

  Customer Answer

  Date: 01/29/2023

   
  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:11/20/2022

  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.

  National Park Reservations hides an additional non-refundable 10% charge for booking with them. They don't disclose this in any visible way and in fact hide this way down in an invisible terms of service which you'd have to see a very tiny scroll button to use and scroll way to the bottom of the terms to see that this charge exists. It is never disclosed in a reciept or dollar amount and it comes separately on the credit card statement. This is an unethically business practice.

  Business Response

  Date: 11/29/2022

  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 November 15 2022, at 11:54 MST the client submitted an online request for a three-night stay at ******** National Park with an arrival date of October 16 2022. The client was booked as requested.
  
  The client submitted a complaint to the Better Business Bureau stating in part They don't disclose this in any visible way and in fact hide this way down in an invisible terms of service which you'd have to see a very tiny scroll button to use and scroll way to the bottom of the terms to see that this charge exists. It is never disclosed in a receipt or dollar amount and it comes separately on the credit card statement.
  
  
  We are listing our terms below-the fee is disclosed at the beginning of the terms and the confirmation email sent to the client lists the fee in dollar amount: National Park Reservations has charged an additional ten percent non-refundable fee in the amount of $XX.** to your credit card, as described on our website and phone message.
  
  
  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 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
  Reservation's 10% reservation 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: 12/06/2022

   
  Complaint: 18443069
  
  I am rejecting this response because: They do not address the fact that they hid the non-refundable 10% charge in the terms of service and as the screen shot submitted in the complaint shows this is hidden and you'd have to see the very thin scroll line to even know to look into terms of service as they are not shown on the webpage. This needs to be remedied.  They need to show the 10% charge in the room charges section. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/12/2022

  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.

  I made a booking with ************ COLLECTIO ************ MT on 09/03/2022. I was charged $249.66 (BAC credit card) for the booking. I received an email for this reservation. The confirmation email also list the name of another booking company.Glacier National Park Lodge *************). Subsequently I called the new phone to make changes for my reseervation. I was charged an additional $74.90 for this service. A few days later I called National Park Lodge *************) to confirm my reservation since I did not get an email confirmation. National Park Lodge *************) has no record of my reservation. They are still charging me a service charge. I disputed this charge with my BAC credit card. Initially BAC credit card refunded the $74.90 charge. On 11/8/22 BAC credit card reinstated the $74.90 charge. I suspect National Park Lodge *************) is a scammer company that do not provide any real service.

  Business Response

  Date: 11/14/2022

  
  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 September 01 2022, at 20:47 MST the client submitted an online request for a three-night stay at ****************** with an arrival date of June 01 2023. The client was booked exactly as requested and was sent a confirming email.
  
  
  ****************** is managed by a company called ************ Collections. The client's husband called direct to ************ Collections to change dates to arrive June 03 2023 for three-nights and then called us for a confirmation email to confirm the change. We confirmed at that time that the only reservation booked for the client on September 03 2022 was the reservation that we made per her online request.
  
  
  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: 11/15/2022

   
  Complaint: 18395621
  
  I am rejecting this response because:

  I initially made my reservation with ************ COLLECTION. But my email confirmation included your phone number for NATIONAL PARK RESERVATION and there no was disclosure of additional charges. I called NATIONAL PARK RESERVATIONI to changes to my reservation. After a few days I still did not received any email confirmation of the changes. I called back a few days later to confirm my reservation. Your customer service person has no records of my reservatiion. Your company charges a 10% booking service without providing any service. I am requesting a refund of the service charge.

  
  ****************************************