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:08/16/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  What was meant to be a pleasant stay at a hotel turned into a distressing ordeal, and I would like to briefly outline the issues we encountered:
  
  Rodents: We were shocked to find three mice in our room, which made it impossible to rest or sleep.
  Unsanitary Conditions: The room was in disarray, with candy wrappers, food remnants, and mouse droppings scattered throughout, posing significant health risks.
  Lack of Communication: We did not receive a welcome email or any correspondence until we reached out ourselves.
  Security Concerns: There was no key in the lockbox because the previous guests had taken it, leaving us unable to secure our belongings.
  Unclean Bedding: The bed was covered in hair, and the sheets were stained, adding to our discomfort.
  Lack of Care: No staff was on-site to assist with our concerns, and no emergency contact numbers were provided.
  
  Despite reaching out multiple times via both email and phone, we were eventually offered a 50% refund after being forced to leave and find alternative accommodations at midnight on our first night. Management has been consistently unavailable, and the refund process has been delayed, with the latest excuse being that the finance manager is ill, and the refund will be processed at a later date. We reached out once again after a few days and have been ignored.
  
  We are deeply disappointed and feel let down by Wander Camp’s response, or lack thereof. We feel as though we are being taken advantage of. The health and safety concerns should have been addressed immediately, and it is disheartening that we have yet to receive a full refund. On the 11th July, we paid $336.46.
  
  We hope you understand the seriousness of our situation and are able to assist in resolving this matter, ensuring that future guests do not face similar issues.

  Business Response

  Date: 08/16/2024

  Stuart, appreciate the message and expression of your frustration. However on June 30 ownership of the location transitioned over to another organization and so we are not actually the holders of this reservation.

  Your complaints and concerns should be directed to Primal Living who owns and operates that particular site in Moab. We worked with them from January of 2024 and concluded the collaboration in June of 2024. 

   

  Customer Answer

  Date: 08/16/2024

   
  
  Complaint: 22152508
  
  
  
  I am rejecting this response because:

  This is complete business malpractice.
  
  The transaction was conducted through Wander Camp, with all communications handled by Wander Camp, and all refund promises made by Wander Camp employees through their channels. And all was done after June 30.
  
  We were never informed of any connection to Primal Living.
  
  
  
  Sincerely,
  
  
  
  Stuart Wilmot

• Initial Complaint

  Date:08/09/2024

  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.

  I booked a night stay at wander camp located near glacier national park on July 30, 2024. I was excited to stay here based on photos and description of facilities on site. Upon arrival we were sadly discharged by what we saw. The camp sites were completely overgrown and engulfed in brush and trees. They were barely 10 feet apart. There was extremely tight parking and not every site had a parking space. Our tent was wet! The whole tent was wet and had been dripping for several hours on to the tent floor creating puddles. The two single beds were completely damp and one the whole foot section was wet. The tent was so poorly constructed the walls sagged so low they touched the beds and provided chairs. Sleeping in a wet bed when northern temperatures even in the end of July get chilly is outright dangerous. I immediately called wander camp about my concerns and they told me on the phone there was nothing that they could do to rectify the issues that night. They said all spaces were rented and since I refused to stay in a wet improperly set up tent that it was my fault for a cancellation and that’s how they would be addressing it in there system. It was zero fault of mine and wanted a full refund. She explained that’s not how their system worked and I’d have to address it further. I wrote emails to the company and for a week they lied to me and tried to even reduce the 20 percent return to a 20 percent discount. After more communication and them trying to lie more they went back to just a 20 percent refund. This company is an absolute scam for people trying to have a one off glamorous glamping experience. I have attached my emails to the company. They start the very night I was intended to stay. It’s been a week and nothing has resolved. I can send photos of the campsite if needed. Please help me get my hard earned money back from this thieving business. They not only rob patrons of money but falsely the whole experience

• Initial Complaint

  Date:07/14/2024

  Type:Customer Service 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 purchased 3 nights at the Glacier National Park location (in Coram, MT) for $607.62. My reservation/purchase was made on 03/03/2024, and the dates of my reservation were 07/08/2024-07/11/2024.
  
  This business has committed fraud, failure to deliver the service advertised, and failure to uphold its terms and conditions. I was in fear of my life during my stay.
  
  According to its own terms and conditions, "Wander Camp Hosts are expected to address all guests concerns at the time of occurrence." The customer service representatives failed to address my concerns at the time of occurrence and also lied about staff arriving to inspect. The main offense is Wander Camp failed to even acknowledge, let alone address, my concerns raised regarding food safety, guest safety, and grizzly bear attractants. I was concerned for my life during my stay, and my requests for refunds or safety measures in real-time were ignored. This is an explicit violation of the terms and conditions.
  
  In addition to safety concerns regarding grizzly bears, nothing else was as advertised:
  -no parking for some tents, including my own. I was forced to walk in the dark to my car parked far away. I was a solo female traveler
  -no secure bear trash cans
  -people throwing away food in unsecured trash cans in the bathrooms - in grizzly country and in 90 degree heat (the smell was gag inducing)
  -unable to shower or use the toilet without wanting to throw up for the smell- this was very different from normal outdoor toilets. This was the smell of rancid food
  -(Wander Camp tells guests to throw away food in their "secure" trash cans and to not keep in tents- however the only trash cans provided were flimsy plastic track cans with the hanging flippy lids in the bathrooms behind flimsy doors)
  -all showers broken
  -toilets overflowing
  -rug inside tent rotting
  -zero staff on site for the entirety of my stay
  -lies from customer service that staff were there and everything was working properly

• Initial Complaint

  Date:09/06/2023

  Type:Product 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 friend and I had booked a night stay at the Bryce Canyon location of this camp on 08/23/2023. We show up and there is a sign in front of us to please proceed ahead with caution. What we see in front of us after pulling onto a dirt road is a river running through the road and the camp about a quarter of a mile up ahead. The river seemingly pretty shallow and without signs of camp being closed, we proceed with our rental car, only to find out it is not shallow. We get our car to the other side also to find out camp is closed. Now our car is stuck on the other side, unable to cross back across the river to leave. My friend and I had to walk down a main highway, the camp ground and surrounding area does not have service, to find someone to kindly take us in to town to see only an email sent at check in time saying camp is closed due to the road being washed out and a storm. We called the company and they were less than helpful, requiring us to call a tow company ourselves, which two Wander Camp employees promised to reimburse us for. This also goes for the hotel stay we now needed. They said they couldn’t pay for it themselves because they could not “locate the owner in 2 days.” Wander Camp has since been avoiding mine and my friends calls, texts, and emails and have even blocked my phone number. They have told me things that staff members have confirmed to be lies and given me false numbers to contact higher ups. It took 2 weeks just to confirm refund of the night for closing camp. We were told the gate was supposed to be closed and there should have been a sign showing, which did not happen due to their negligence and lack of communication. Tow reimbursement is $278.10 and hotel stay is $279.93. I am more concerned with the tow reimbursement. They also have false advertisement (it’s not glamping). And as of recently they have hung up on me to avoid payment. All phone numbers are different btw too and there is no direct contact, it’s shady. I have names if needed.

• Initial Complaint

  Date:11/13/2022

  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.

  was to stay the night but the dirty filthy site had no accomodation available. Was told would get a refund by employee *****> Called again in october to get refund spoke to an employee and promiseda refund but have yet to receive the said refund. of ****** from the July 17 2022 non stay Wander Camp LLc yellowstone seems to be a little hokey to me and the owner won a business award. What a joke on ****

  Business Response

  Date: 11/14/2022

  Hi there, thank you for your message and expressing your concerns with the timeliness of response. Typically when customers are seeking adjustments to a reservation we ask that they email into our support team instead of call (particularly as the team handling the phone lines primarily are for guest check-in instructions). If you email us at ********************************** then the appropriate team can address your concerns. Hope you have a nice day!

• Initial Complaint

  Date:09/20/2022

  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 booked a rental place at Wander Camp Yellowstone ( *************************************************************************************************************) through Booking.com for one night for June 12, 2022. Prior to our arrival to the camp site, I was contacted by the camp host informing that due to heavy rain, the site is not accessible and they will not be able to help if we get stuck in the mud. Ultimately the property was not accessible due to weather conditions. I contacted the camp for refund a couple weeks later, but they informed me I had to contact Booking.com for that since they were the one taking payment. I did contact Booking.com multiple times (phone and email) as well as Wander Camp Yellowstone without any result. Based on the e-mails I received they did contact each other and the Camp site confirmed the situation to Booking.com, yet no payment 3 month later. I payed $ ****** Booking confirmation: Booking.com Confirmation: ********** PIN: ****** filed a complaint via ******************** and received the following response:"Dear ****,As informed from the reservation itself, we are sorry that you could not reach the property and being hosted by the accommodation but despite of any information that the property might provide to you, we can confirm that up to this moment the property has not confirmed any refund on this reservation. In order for us to process that refund we need them to confirm it in written with us or to send you an message on the Booking.com messaging system informing the reservation can be cancelled free of charge.Please keep in mind that at this moment the property is keeping the funds paid by you, not Booking.com and for legal reasons only in the case of confirmation from their end as above stated we can refund on their behalf.We will try to get the confirmation from their end once more but at this point is the only thing we can do.We are really sorry for the inconveniences and we would like to thank you for your patience and understanding".

  Business Response

  Date: 09/20/2022

  Hi there! Im so sorry that you encountered poor weather during your stay. Since this was a 3rd party reservation, you will need to contact bookings.com to get the process started. Thank you and please feel free to reach out with any questions.