Cook Flatt & Strobel Engineers

Mr [redacted] made his reservation for August 21-23, by phone on October 25, As part of our protocol the cancellation guidelines are reviewed verbally with the guest at the end of the callThese same guidelines are then emailed to the guestWe ask for two week's notice for a stay of this length as it would give us a better chance to re book the site for another guestWe find with shorter notice most folks will have already made their plans and it would be unlikely that we could recapture the bookingWe received a call the morning the guest was due to arrive informing us that they wished to cancelThe call was placed by a relative of Mr [redacted] 's who was reminded of our cancellation guidelinesThe caller expressed that her son had been ill and that she (and her in-laws, the [redacted] 's) would not be able to join us Where the cancellation was so last minute, we suggested that she call back after the weekend and if the park was full, that we would be able to refund or apply the deposits to another timeAs the call progressed, our Team Leader felt that while our guidelines were clearly reviewed with the guest, due to her son's illness, she herself would not be able to join us and a transfer of the funds was grantedWe did not extend that same offer to the extended family and advised the caller to contact us after the weekend to check on a possible refundThe second family was issued a partial refund on August 23, we did hold a portion of the deposit as the park was not full the first night, but was full the second eveningSince receiving this complaint, the guest has been contacted to see if they would like the remainder of the deposit refunded to the card or transferred to another dateWe are still awaiting a response

Mr*** made his reservation for August 21-23, by phone on October 25, As part of our protocol the cancellation guidelines are reviewed verbally with the guest at the end of the callThese same guidelines are then emailed to the guestWe ask for two week's notice for a stay of this
length as it would give us a better chance to re book the site for another guestWe find with shorter notice most folks will have already made their plans and it would be unlikely that we could recapture the bookingWe received a call the morning the guest was due to arrive informing us that they wished to cancelThe call was placed by a relative of Mr***'s who was reminded of our cancellation guidelinesThe caller expressed that her son had been ill and that she (and her in-laws, the ***'s) would not be able to join us. Where the cancellation was so last minute, we suggested that she call back after the weekend and if the park was full, that we would be able to refund or apply the deposits to another timeAs the call progressed, our Team Leader felt that while our guidelines were clearly reviewed with the guest, due to her son's illness, she herself would not be able to join us and a transfer of the funds was grantedWe did not extend that same offer to the extended family and advised the caller to contact us after the weekend to check on a possible refundThe second family was issued a partial refund on August 23, we did hold a portion of the deposit as the park was not full the first night, but was full the second eveningSince receiving this complaint, the guest has been contacted to see if they would like the remainder of the deposit refunded to the card or transferred to another dateWe are still awaiting a response

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
Robert ***