Woodalls Open Roads Forum: General RVing Issues: Making threats to get a refund
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 > Making threats to get a refund

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wapiticountry

Mountain West

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Posted: 08/07/12 11:25am Link  |  Print  |  Notify Moderator

I just had a customer call and cancel a reservation for arrival today. They have had the site reserved for a month and a half. I have turned dozens of people away in those six weeks since this is my busy season. The lady told me if I didn't refund her deposit immediately she will be writing bad reviews about the park. I am very clear about my deposit policy on my website and on my email confirmations and my staff and I explain the policy on every reservation we take, no refunds with less than 14 days notice. I feel the deposit I take is more than reasonable, it is actually less than a one night's stay, not 50% of the total stay like some parks in my area take. I was willing to give them the option of applying the deposit on a future visit until they issued their threatening ultimatum. So I guess I will be getting some bad reviews from people who have never seen or stepped foot onto my property.

JiminDenver

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Posted: 08/07/12 11:30am Link  |  Print  |  Notify Moderator

I agree in principle but is it really worth 1/2 a nights fee to get bad reviews?


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korbe

Northern California

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Posted: 08/07/12 11:32am Link  |  Print  |  Notify Moderator

Sounds like you did the right thing. Time to move on.


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peaches&cream

Northwest Georgia

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Posted: 08/07/12 11:35am Link  |  Print  |  Notify Moderator

RV Reviews has it benefits and it can also be detrimental to your service. A friend of mine has a condo he rents. The website he advertizes through has a place for remarks. He has 1 bad review in 15 yrs. of rentals. It was from a disgruntaled renter and he cannot get it removed. He feels it has caused clients to pass over his site and go to other sites with no bad reviews.





Go Dogs

South of Pittsburgh, PA

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Posted: 08/07/12 11:35am Link  |  Print  |  Notify Moderator

wapiticountry wrote:

I just had a customer call and cancel a reservation for arrival today. They have had the site reserved for a month and a half. I have turned dozens of people away in those six weeks since this is my busy season. The lady told me if I didn't refund her deposit immediately she will be writing bad reviews about the park. I am very clear about my deposit policy on my website and on my email confirmations and my staff and I explain the policy on every reservation we take, no refunds with less than 14 days notice. I feel the deposit I take is more than reasonable, it is actually less than a one night's stay, not 50% of the total stay like some parks in my area take. I was willing to give them the option of applying the deposit on a future visit until they issued their threatening ultimatum. So I guess I will be getting some bad reviews from people who have never seen or stepped foot onto my property.

I understand how frustrating it can be to run a business. I do have a question. If this is your busy season and you are turning people away, is it necessary to require a 14 day notification to cancel? That is way too long. I think 48 hours is more reasonable. Is it worth a negative review rather than bend the rules and have a satisfied customer? Lots of people use those RV park reviews,(me included).





fj12ryder

Platte City, MO

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Posted: 08/07/12 11:39am Link  |  Print  |  Notify Moderator

So where do they plan on posting and who will read it and give it credence? Could be just an empty threat.


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Helmsey

Knoxville, TN

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Posted: 08/07/12 11:41am Link  |  Print  |  Notify Moderator

Stand your ground. I'm not real sure how to word this, but here goes. If I read a negative review, and it is based on the customers action and them not getting what they want, when the policy is clearly stated, I would take it with a grain of salt. If they can't provide any insight into the CG, its facilities, or its staff I don't know that it would be of any use to me anyway.
Of course thats just my opinion.


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Mr.Beebo

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Posted: 08/07/12 11:41am Link  |  Print  |  Notify Moderator

Yes, with that attitude, it would be worth the 1/2 days deposit to me.
People who demand to be excused for their behavior always draw my curiosity. What are they thinking? The owner ties up the site and loses potential customers, then faces extortion by the would be camper for not letting them off the hook. I'd inform them I'm placing their names on the office wall so I and my staff will never forget to refuse them any future service.


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ScottG

Bothell Wa.

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Posted: 08/07/12 11:41am Link  |  Print  |  Notify Moderator

I may not fully understand the dynamic here bit if this is during your busy season, won't it be easy to fill the spot again?


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mowermech

Billings, MT

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Posted: 08/07/12 11:43am Link  |  Print  |  Notify Moderator

wapiticountry wrote:

I just had a customer call and cancel a reservation for arrival today. They have had the site reserved for a month and a half. I have turned dozens of people away in those six weeks since this is my busy season. The lady told me if I didn't refund her deposit immediately she will be writing bad reviews about the park. I am very clear about my deposit policy on my website and on my email confirmations and my staff and I explain the policy on every reservation we take, no refunds with less than 14 days notice. I feel the deposit I take is more than reasonable, it is actually less than a one night's stay, not 50% of the total stay like some parks in my area take. I was willing to give them the option of applying the deposit on a future visit until they issued their threatening ultimatum. So I guess I will be getting some bad reviews from people who have never seen or stepped foot onto my property.


Personally, I take such reviews with more than a "grain of salt". Especially those that can be considered as coming from just plain nasty people.
Now, if she says that you don't enforce the quiet time rules, or the pet rules, or that you show favoritism towards some people, or some such thing, or that your park is between the freeway and the railroad tracks, that might give me cause to stop and think a bit before calling for a site.
But, a complaint about refund refusal when the policy is clearly stated? I would chalk that up to a "customer" that is dumber than a box of rocks (I met many of them in my last job).
It certainly would not cause me to bypass your establishment!


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