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:07/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took a family trip to hidden creek Sunday 7/7 and was supposed to stay till Thursday 7/11. On the night of 7/7 there were multiple sketchy vehicles driving in and out of the campground at all hours of the night. My wife went to the bathhouse near our campsite at 7:00 o'clock the next morning on 7/8 and found drug paraphernalia in the form of needles in the floor scattered in the bathhouse floor. She then noticed a suspicious man beside the bathhouse on a moped and went back to our campsite. She immediately called me who had left at 6:00 AM to run home to pick up something we had left to come back immediately that we were leaving. She called the office numbers to the campground to no answer. Went up to the front office to find no staff onsite. And then called spacious skies corporate number out of ********** to no answer. They do not open until 9:00 AM. She emailed the corporate office stating our issues and pictures of the paraphernalia and waited until 9:00 AM to call back to corporate. Got in touch with corporate and was told we would receive a phone call from a supervisor to dive deeper into the issue. Finally got a call back stating to go to the local office and speak with a manager about checking out and getting refunded. We only received a partial refund. We are still owed $92. The staff of the campground didn't clean up the paraphernalia until 10:30 AM. I've left multiple bad reviews about the incident and have been met with the company calling me a liar making false claims, that they found the paraphernalia during routine cleaning. All lies, even at 10:30 no cleaning of the boathouse was completed. Only the paraphernalia was picked up. I've been in contact with the corporate office all week and have been told I will not see my refund and they will not own up to any of the issues and clear up their response to my review. Worst of all I was told if they were in my situation they would have picked the needles up and moved on. Traveling with multiple kids.

  

  Business Response

  Date: 07/15/2024

  Good evening,

  In response to the guest's complaint, we refunded the guest all but $92.00. The $77.00 represented the one-night where they stayed on the property and the remaining balance includes store purchases made in the camp store. Of note, these items were not returned to us or left on the campsite.

  In response to the communication issues outlined by the guest, we only have a record of two, potentially three calls that *** have been missed. The first call was made before our camp store was open (7:26am) and they did not leave a message. Had they left a message, our general manager on-site would have been able to remotely see the message and return the call. The second call was to our *********** team asking for the wi-fi code. The *********** representative was not able to provide the wi-fi code because wi-fi must be purchased at the campground and they weren't aware of that at the time. As such, they transferred the call to the property, but unfortunately no one picked up. The third call the guest *** have made was to our after-hours line, but they did not leave a message and we did not return the call. The next point of contact over the phone was the Regional Director at 8:02 pm on July 11, 2024.  At no point did a member of our team call them a liar, but we are dis***ed that that was the impression we left with the guest and their family.

  Recognizing this property is in transition, we feel our actions following the guest's visit were fair. 

   

  Customer Answer

  Date: 07/16/2024

   
  I am rejecting this response because:
  I had to leave this campground in less than 24 hours due to safety reasons. Didn't spend a full day here. The time and trouble spent setting up and breaking back down and having to find another campground to move to is more valuable than the $77 still owed. It is the principal of the issue that we left due to no fault of our own. And we are still owed the fees of the wifi. Which I do understand is through a 3rd party but at this point we can't get in contact with so therefore I feel as the campground should own up to since we didn't get to use the wifi because of issues they are responsible for.

  

  Business Response

  Date: 07/18/2024

  Although we do not have control over the third-party vendor who provides the wi-fi service to the campground, we will agree to credit the guest $15.00 for the service on their behalf. This credit will be processed by end of business on 7/19. We maintain our position on the occupancy charge for $77 and will not be refunding their stay for the first night's stay. 

  Customer Answer

  Date: 07/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you.