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Business Profile

Marina

Kelly's Brighton Marina

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:09/03/2022

    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 campsite reservation for two days online. I paid $119.00 for this site which is $42 a nite plus additional fees for extra vehicle. This reservation was made 14 days prior to arrival. I called and spoke with ***** to cancel reservation 10 days prior to arrival. He said "as a gesture of good will, I will see what I can do about a full refund". The next day my card showed this $119.00 pending credit, but then it disappeared and I received zero money back on this reservation. I filed a dispute with my credit card and ******* Marina reports that they gave me the refund I deserve. This has not happened and they are unwilling to correct it.

    Business Response

    Date: 09/26/2022

    ****************** reserved campsites with us 3 separate times over the course of a week. He subsequently cancelled all three of them. ****************** expressed ignorance of our cancellation policy but, every customer that reserves a campsite is shown a link to the cancellation policy and then receives an email with the Terms & Conditions listed which includes the Cancellation Policy. The policy states that if someone cancels less than 30 days but more than 2 days before the reservation date, they owe a cancellation fee of one night's stay. 

    ****************** called in before making his final reservation and was fully aware of the policy as we spoke with him about it. He made another reservation, subsequently cancelled it and asked for a full refund. Per our policy, no refund could be given at that time. 

    Customer Answer

    Date: 09/29/2022

     
    Complaint: 17916726

    I am rejecting this response because: The reservations I made were adjusted over the phone with *****. A campsite cost is $42 per night. I am being charged additional fees, totalling $119 for this cancelation policy,  which is only emailed/Sent "after" the reservation is made. This reservation was made 14 days prior to to stay, therefore no allowance for any mistakes in booking online, with a 30 day policy. Reservation was canceled 10 days prior to stay and (according to their site map) the site was again sold to another customer, costing the campground zero loss.

    Sincerely,

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

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