ComplaintsforDestin RV Beach Resort

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We called to cancel our 6 or 7 night trip ($1300) 36 hours before arrival time. The policy states that less than 48 hour notice results in no refund, however we cancelled due to a family emergency which was very costly for us in general. The owner said they would give us 2 nights credit to rebook which was nothing compared to what we paid for. This felt very unfair for a 12 hour discrepancy in cancelling. My husband left a review which upset the owner who told me he would only negotiate the rebooking time if he removed it which feels very insensitive to the situation. There is no consideration to medical emergencies and when compared to other campgrounds they are the only ones that take all of your money vs the deposit which is extremely selfish. I’d like my money back. Half of it at minimum feels extremely fair but the owner ignored my call just because my husband would not take the review down.

  Business response

  06/17/2024

  Our published cancellation policy: Cancellations may be made up to 16 days prior to arrival, with refund minus booking fee. After the 15th day and up
  to 48 hours prior to arrival With Notice we will place your stay on our wait list. This allows you to re-book and use all
  money paid for a future trip, up to one year from your original arrival date. All cancellations made within 48 hours of
  the arrival date, the deposit and all other payments are forfeited.

  The customer canceled 36 hours prior to their arrival. She stated that her brother-in-law broke his leg, which was later changed to his back. I reiterated our cancellation policy & notified her that all money would be forfeited since they are canceling within the 48 hour period prior to arrival. We have it listed on the email confirmation receipt (see attached). We decided to go above and beyond our obligations & policies to provide them with 2 days off their reservation to use at a future date (see attached). This is not part of our regular policy & we did this as a curtesy to the customer. We then noticed that the husband posted an untrue bad review. We then asked them to remove it and we would provide them with more days to use. The review is still posted online. 

  Our RV sites are individually owned, and we rent them out for the owners. The cancelation policy is in place so that the owners do not lose out on the rental income. RV parks generally have a much stricter cancelation policy and as people who have an RV the ******'s are well aware of this. They stayed here before 6/10/18-6/16/18 and the cancellation policy was exactly the same as it has always been.

  Customer response

  06/17/2024

  
  Complaint: 21841686
  
  I am rejecting this response because:

  We were credited $375 out of $1308 which is unjust for an emergent situation. The statement regarding a change in our story is as false as the statement about us having stayed at this resort in 2018 considering we got our camper in 2023. My calls were rejected and this is poor business compared to any other campgrounds we have visited. Without a fair refund no review will come down because it is honest and fair to future consumers to remain aware. 

  
  Sincerely,
  
  Hannah ******

  Business response

  06/17/2024

  As noted, you are not eligible for a refund due to the published terms, including our cancellation policy that was provided to you as previously stated and is also public record on our website. This information was also included in your reservation confirmation emailed to you on:

  02/28/2024 12:17:59 auto: Pre-Stay Letter | RV Lot sent to ************************. 

  03/14/2024 11:58:37 Lisa: Pre-Stay Letter | RV Lot sent t* *************************

  They are not eligible for a refund due to our policy:

  Cancellations: May be made up to 16 days prior to arrival, with refund minus booking fee. After the 15th day and up
  to 48 hours prior to arrival With Notice we will place your stay on our wait list. This allows you to re-book and use all
  money paid for a future trip, up to one year from your original arrival date. All cancellations made within 48 hours of
  the arrival date, the deposit and all other payments are forfeited. 

  Customer canceled 36hours prior to arrival. Per our stated policy the customer forfeited all monies paid because they canceled less then 48 hours prior to the arrival.

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