ComplaintsforYogi Bear's Jellystone Park Golden Valley

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My family and I stayed at Jellystone Campground over Labor Day for a 3 day long weekend. This was our 2nd trip to this park. Last year we had to switch cabins due to black mold throughout our cabin with my pets and children and I was also several months pregnant at the time. After a while I was able to get over this and decided to book a 2nd time. This time we were infested with wasps in our bedroom where my husband and I and newborn baby were staying. Again, on the final day we had to spend what could have been hours on our stress free vacation according to their website dealing with the wasps. Had these stung my baby, the situation could have gotten way worse. The only option we were offered was to move to another cabin or leave the property and they were fully booked. I was told I would hear from the manager to discuss some sort of compensation and after at least 3 calls now following our stay, I have a feeling I am being ignored as none of my phone calls are being returned. This is very unprofessional of them. We spent a lot of money to come here as well as wasted a LOT of time dealing with the wasp issue throughout our entire stay.

  Business response

  10/19/2024

  This guest did stay with us for 8/30/24 - 9/2/24. The guest complained they had wasp in their screened in porch. Maintenance went out and sprayed. Guest called back that the bees were in their cabin and they had small children. We decided to move them to another cabin to resolve this issue. So we went to cabin 380 and met the husband there to see if moving them would resolve the issue. Upon him coming in the cabin and looking around he said it was much better. We left to go get linens and while we were gone maybe 5 minutes, ****** called for a manager. When I returned she pointed out a wasp on the porch and demanded we comp her whole stay. ****** stated she had issues with her last stay and again this time. We offered a night credit for inconvenience and her husband was ok with that at first, she was not she wanted a full refund. We decided to clean another cabin which would have made the 3rd cabin to see if she was satisfied. While we went to clean cabin 388 we sent the family to the cafe for a comped lunch while they waited for the cabin to be ready. After going back to speak with the family they decided to move to 380. We killed the wasp that was on the porch and they did not report any being in that cabin. However after they departed their original cabin we went to clean it and they left it in a mess. There was food all over the counters and floor, trash was left every where and all the dishes were left dirty. Upon going in to the second cabin they stayed the last night, it was left in filthy conditions as well.  We feel as if we went above and beyond to try to accommodate the guest.

  Customer response

  10/19/2024

   
  I am rejecting this response because:
  We absolutely did not leave the cabin in a mess I am not the kind of person to do this. Nor did I demand a full refund. I requested it as this was supposed to be a stress free vacation and it was not. To tell me that we would receive a follow up call and never receive one is unprofessional. We are requesting a one night refund of our stay.

  Business response

  10/25/2024

  Guest is disputing leaving the cabin in a mess, the pictures were uploaded. Guest states she did not ask for a full refund I attached picture of the billing for the amount for one night stay on the reservation is $452.00 a night. In the complaint the guest is asking for a refund in the amount of $1899.95 which is the total amount of the reservation. Due to the conditions of the cabins and the guest not being willing to work with us we were not able to come to an agreement. We did give the guest 3 options of cabins and still could not satisfy them. We are in nature there are going to be bees. I do not see a way to better assist this guest. Seems she just wants a full refund but the guest stayed the entire time but was inconvenienced by having to move due to a bee in the cabin.   

  Customer response

  10/25/2024

   
  I am rejecting this response because:
  I am not asking for a full refund. I am asking for a refund for one night only please. 

• Initial Complaint

  09/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Jellystone Golden Valley-******, NC Golf Cart issues No way to get to the amenities without a golfcart Id like to start by saying ive contacted the resort directly. I booked Labor Day weekend online last minute (there was a site come up). It was between several campgrounds and we have stayed here in the past...off season. First, there was NO option to book a golfcart online (now obvious they were sold out and knew). Second i called the day after booking and was told there were golf carts, NO mention i needed or could book one. We arrived and there were 0 carts to rent. I was frustrated which already started on a bad note, then i was told call Sat-i did still none. Then i was told there would be some Sun-called and told none. Guess what i have pics of 5, yes 5 golf carts sitting in the line. Now, ive had multiple leg surgeries and didnt know i couldnt get a cart-so i missed out on the lake and inflatables, store, zip line, golf cart parades and its extremely dangerous when you are trying to drive in a dually truck with all the golf carts ln the small roads. I wish someone wouldve been honest with me from the start and didnt string me along. I wish i was told truthful information. Instead i was lied to, to make sure i paid and got a site. I feel as this was very unfair. I have pics of golf carts sitting there on Sun.

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