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:07/09/2024

  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.

  On July 6th, 2024, I made a reservation to book a two night stay (7/7 - 7/9) at this campground’s newest cabin which they named Bear Oaks. They did not provide me with a receipt and stated that I would get on upon checkout. My cabin was #25. This cabin was supposed to contain their highest level of amenities to include two televisions, WI-FI, air conditioning, as well as heat. Upon checking into the cabin (approx. 3:30pm) the entire shower had body hair all over, dirt, debri, and a body razor. The toilet had urine drips. The refrigerator still contained food, such as cherry stems and liquid spills. They handed ME paper towels and disinfectant wipes as if I was their employee!!! They advertised ******** WiFi as an amenity, however, after check in, they stated they did not have that available. This is false advertising!!! The two tv's in the cabin were rendered useless for watching anything due to not having to WIFI in the area that the cabin was located. The bed was soiled and was also hard like a table. It was basically uninhabitable. Their dumpsters are overflowing with trash and it is a safety hazard.. No appropriate refuse receptacle due to overflowing trash. What I received was grossly not as described and warrants a refund. They will not speak with me about my concerns and I have three phone recordings of them making excuses and you can hear one of them whispering to the other staff trying to get me off the phone. Extremely unprofessional.

  Customer Answer

  Date: 07/29/2024

  Hello, the campground finally chose to discuss this matter in a civil manner then ultimately provided me with a full refund. This complaint can now be closed. Thank you for your assistance, ***** ********

• Initial Complaint

  Date:01/04/2023

  Type:Sales and Advertising 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 October 15 myself and 3 other groups booked a weekend of camping at Sleepy Hollow Campground in Akron. We all paid in full at the time of booking. My total amount paid was $109.00. Today (1/4/23) we all received an email invoice and a phone call stating that:
  On January 1st their nightly rates increased. Because we made our reservation via their website we are all now responsible for paying the balance of the rate increase. We were told “yes we know we didn’t post this on Facebook or on our website but it’s because you booked online so now you owe the difference”
  I believe this constitutes as false advertising and failure to honor posted prices at time of booking. I have attached screenshots of my original email stating I was paid in full, then a subsequent email from today stating I now have a balance of $21.00 I am responsible for. I would like them to practice responsible standards of business and honor their advertised pricing at the time of purchase. Thank you.

  Business Response

  Date: 02/03/2023

  The person ********** **********r made a reservation in 2022 on the website which stated at the time 2022 Rates.  Rates change annually and can even change based on availability with dynamic pricing.  When the rates adjusted to 2023 after the first of the year, she was issued a price increase of $21 for her stay on our campsite Waterfront 4 on May 19th, 2023.  The bill went to her via email.  She called the office and asked to speak to the manager who was not present, because we are closed for the season.  A manager was called to speak with her for the following day.  Prior to the "petty comments" and a team to help her slander our business.  We have pictures sent to us of this from the face groups she rallied in.  

  We would have explained that she booked at the 2022 rates to secure her site and incurred the price adjustment, we do not honor 2022 rates when we are in 2023.  After her slander and poor exposure incurred by her, damage she has caused us, we sent her an email the following business day enclosed here.  We have the right to refuse service and management has the right to cancel as we see in our best interest of both parties involved.  We then sent her the email and cancelled her reservation.  We followed up by blocking her from making future reservations in our system.  She then booked another reservation at the same time frame in her husband's name with a different email and contact phone number.  We will also be canceling this reservation.  Reservations are enclosed.

  Good Day

  Sleepy Hollow Campground