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:08/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My cousin ****** ****** and I reserved a cabin for August 22-24th to bring our kids to the water park and camping before school starts. We were never advised when booking/paying etc. that the water park would be closed the week we are there. This is the sole purpose for our trip. We booked back in early July and received an email yesterday, which is conveniently within the two week window where they can keep half of our money and only return the remaining 50% in camp credit. We paid over $800 for this two night trip with the sole purpose of the kids enjoying the waterpark before school. I am certain that they knew in advance of yesterday (8/6/2023) that the waterpark would not be open the week we are there and there was no notification of such. This is a huge disappointment. when ****** called she was advised that it is located "somewhere" on the site that the waterpark will be closed but we could not find anything and then we were advised to look at some calendar. this information should be upfront and clear on either the main page, reservation page or we should have been advised when we called and made payment in full. our family, including about 20 other members have camped here our whole lives and never would have thought this is how we would be treated when trying to cancel our reservation and get a refund since we are paying full price and services provided will not be open. we would like a full refund prior to the date of our reservation on August 22. and we would like response notification as soon as possible so we can make other plans for the 5 kids involved in this. thank you  ************************* and *************************

• Initial Complaint

  Date:07/20/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 am writing because of an issue with our stay but more importantly with the management and the way they handled this! We have been coming to Jellystone in Quarryville since our son was 1. My best friend has been coming there longer which is how we heard about it. We loved this vacation site. Neither of us will be coming back if this isn’t resolved. We rent the cabins and every year the quality and cleanliness of the cabins, as well as the facilities and grounds have declined. The water park was broken for 2 days. The bathrooms are gross or out of order, the jumping pillow has a hole patched but was leaking air, everything is dirty or broken. We stayed this past week and had a skunk living under our cabin. The skunks were fighting all night under the cabin and spraying. The smell came through the AC vents all night. We contacting the front desk. It took hours for someone to come out. They literally handed my husband an AC filter to change himself and the old one was disgusting. We were offered a choice of 2 cabins far from our friends. One had broken air conditioning and the other only one bed which wasn’t sufficient because we have a child. We decided to stay at our cabin but to sleep in our friends cabin because of the smell. We asked for some compensation due to the fact that we could not use our cabin other than to hold our luggage. We were offered a $760 credit but we explained that that was not sufficient enough. That we should receive it back in cash and honestly, we should receive three nights stay because we only stayed in our cabin one night out of the four. We continue to get the runaround from ****** ***** and ****** ****. Nobody gets back to us or they make up stories. After being promised we’d speak to ****** by check out, but one story we heard was that ****** wasn’t there and had family issues then when I called his cell he said that he was in meetings all day then that ****** was on the late shift and she would get back to us yet didn’t.