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Business Profile

Camp

Botel Campground

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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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  • Initial Complaint

    Date:05/30/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 called & spoke with the owner at 11:35am yesterday 5/29 about cancelling our upcoming reservation for Friday 5/31-Monday 6/3. I was told "we now require a 7-day notice to receive a full refund...that change was made last week." My reply is that we booked over 2 weeks ago (5/15 to be exact) when the 48-hour policy was still active, & we should still receive a full refund. I was never notified about a policy change (or I would've cancelled under the new 7-day ******** ************* confirmation email states 48-hour cancellation policy. Also, I wanted to give the weather a chance to improve. Since it's not improving for our stay, that is why we want to cancel, & I called within the 48-hour window to do so. Not only that, the *** has issued a flood advisory for ********, ** (attached picture) & with more rain coming this weekend, we do not feel it is worth putting our family at risk. To this, the owner replied: Its not flooded the water is just high.

    Business Response

    Date: 06/10/2024

    While we are aware that some people booked in advance for a site that *** still have been under the 48 hour window, we realized that it was such a short time frame to replace prime sites. We made the decision to change our 48 hour policy to a 7 day advance notice. That being said, we are unable to check every reservation made in advance to call and let them know of our policy changes. Every customer is responsible for checking any policy updates before their stay on our website.

    Customer Answer

    Date: 06/10/2024

     
    Complaint: 21778317

    I am rejecting this response because:

    1. When a consumer makes a purchase with any business, they both are consensually agreeing to all current & active rules, regulations & policies. It is the business responsibility to notify the consumer in said contract if those policies change, etc; at any point during the agreed upon length of that contract so that action may be taken by the consumer if they no longer agree to those terms. By not doing so, the business has defaulted on that contract.

    2. Payment for site is due upon ARRIVAL - my money was taken at the time of booking online, not at arrival. If this is no longer an active policy, please update your confirmation emails.

    3. We require a 48 hour notice (by 1:00 p.m.) to receive a refund for a cancellation. As we know this is no longer a valid policy, please update your confirmation emails.

    A refund was issued by my personal bank as a disputed charge, but I am not satisfied with this business response, their responsibility in the matter, or their business practices. 

    Sincerely,

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

Botel Campground is NOT a BBB Accredited Business.

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