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:03/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation on line w this supposed rv park. There was no number to call. I planned on arriving after hours. My GPS took me to a remote location in the ***** area. Premier RV was no where in site! it was getting dark. I was traveling with 4 dogs to the ************ Dog Show in *****. I had written that online to Premier. I did not feel safe. I tried to call but only got the answering machine-- because it was after hours. I left a message explaining I was lost. I couldn't find the place. I'm 75 years old and wandering around in the dark. plus I had my dogs on board w me. They hadn't been out for 6 hours! That was 3/6/25.That first night-Thursday the 6thI stayed at the dog show site which was the ******************************. Next day I again called Premier RV. The person who answered said I was a No Show and therefor lost my total deposit. I explained the whole scenario again. it was understandable I'd loose one night's deposit but I requested the other two nights be refunded. The person told me I lost all 3 nights $ because I was marked as a NO SHOW. This was Friday morning! The reservation was Thursday Friday and Saturday nights- Leaving Sunday!!!The person was quit rude. And not helpful at all. At that point I still had two nights on my reservation. She did not offer to help me find the place. It made me question whether the place really exists! I want Friday and Saturday night fees refunded to me. They charged me the total amount of $243.60. I deserve a refund and an apology!!

  Business Response

  Date: 03/28/2025

  Ms. ********** made a reservation online at 10:00 am on March 5th for arrival on March 6th. While in her complaint Ms. ********** states she booked at the *******************, she actually booked at the ***** location. In addition, we have a very strict 2-dog limit per site, and in her booking Ms. ********** indicated the site would be occupied by 1 adult and 2 pets, yet in her complaint she says she was travelling with 4 dogs. Had she been honest regarding the number of pets, our system would prevented her from making the reservation. (screenshot in attached document)

  
  Ms. ********** electronically signed our booking terms and conditions (attached) while making her reservation which clearly states our cancellation policy, with the following details:
  Signed By: ***** **********
  Signed At: Wed Mar 5 2025 10:00am
  IP Address: **************

  
  Ms. ********** also received a confirmation email at March 5th at 10:03 am. She opened it and read it twice, March 5th at 10:04 pm and again March 7th at 1:21 pm (screenshot in attached document). In the confirmation, it also clearly states our cancellation policy which is:

  
  CANCELLATION POLICY Any short term reservation cancelled at least 14 days prior to the date of arrival will be entitled to a refund of any deposit paid, minus a cancellation fee of $25.00. Any reservation cancelled within 14 days of the date of arrival will be charged a cancellation fee equal to one night's stay in the selected site, yurt or lodge. Failure of a guest to either arrive on the start date of their reservation or to cancel it prior to arrival is considered a "no show". No show reservations will be cancelled on the morning following the scheduled arrival date, and no refunds will be given. No refunds will be given for early departure of any stay.Deposits for month-to-month stays are non-refundable.
  
  
  Our location is not remote, it is on a well-travelled highway only less than 7 miles from the fairground and ****** maps will bring you directly to our front door.
  
  Ms. ********** states in her complaint there was no number to call, however she then states she called and only reached the answering machine. Both statements cannot be true. We never received the message she claims to have sent that she did not feel safe, either via our website, by email or any other means.

  I suspect that Ms. ********** may have been lost, however by calling our front desk number, she would have been able to reach someone, even after office hours as we have a 24 hour emergency number that is answered 365 days a year. The office closes at 5:00 PM, after which our voice mail system gives callers the options to press 1 to be connected to the emergency line where our staff would have been happy to verbally guide her to the resort while staying on the line, as the does happen occasionally. She also had other options of leaving a message, hearing a recording of directions, and several additional choices.

  Additionally, there is a billboard sized illuminated sign at the entrance, which is very obvious to anyone driving by in either direction.

  Even though she did not stay her first night, Ms. ********** was welcome to check in anytime to complete the rest of her stay, but she had changed her mind and decided to stay at the fairgrounds. Per our cancellation policy that she signed off on, her money was not refunded.