This was hands down the worst experiences I have ever had with anywhere I have traveled and I have stayed at various venues throughout the western and southern U.S and most of western Europe. My three friends and I get together once a year and travel somewhere together, this year it was going to be Yosemite. It started off fine, I booked a cabin rental at Yosemite Pines and we were set to go when the morning of our trip one of my friends got called back into work. Now, he works for a company that stages events throughout the world and we knew this was a possibility, the rest of us spoke and decided to put the trip on hold, we've all been friends since high school this is the one time a year we all are able to get together. I called Yosemite Pines that morning at seven thirty and left a message canceling our reservation expecting to be docked the first day’s rental as a late cancellation penalty. I then called back at ten that morning to ensure my message had been received. The representative was very friendly and helpful and told me that yes, there would be a penalty equal to one day’s rental but I could expect the balance to be refunded in about two weeks. I gave it a month then called back to see why I had not received my refund. A gain the agent I spoke with was very friendly, looked over my canceled reservation, told me everything looked in order and they would see about making sure my money was refunded as soon as possible. Thusly assured I again waited for the return of the balance of my money. It was at this point that I was contacted via e-mail by one Mary [-] who now told me that because I had canceled my reservation the day of, there would be no refund; I was subject to a 100% penalty. I called Yosemite Pines and asked to speak with Mary [-] and was told she was not available. Soon I received another e-mail from Mary showing me the cancellation policy and reiterating that no money was coming my way. I called aging and was able to Reach Mrs. [-] at last. I explained that while I had reviewed their cancellation policy and could see that late cancellations were not refunded, should not an exception be made considering that I was told that I would be receiving a refund by her employees the morning of my reservation and had they given me the correct information the three of us that could still go would have had the opportunity to drive up and use our reservation since check -in was not until three o'clock. She replied that there were no exceptions for late cancellations, and she could see on their records that I had not spoken to someone until the morning of my reservation. I said I know when I spoke to them, that’s when they told me that I could expect my refund in a few weeks, then I asked if she did or did not take responsibility for the information provided by her employees? Mary at this point tried the tactic of accusing me of not speaking to anyone in her organization, citing that I had left my cancellation via message. That's true I replied, but then I called back, and you just told me that you could see that I spoke to someone that morning so either you were lying then or you are now. It was also at this point that I had to ask Mary for permission to finish my sentences uninterrupted as she was becoming very flustered and brusque and kept trying to speak over me. The conversation from this point forward could be described as entering a downward spiral, Mary, now apparently again willing to admit that I had spoken to a living person told me she knew everyone that had worked on the morning in question, they were all professional and would not have given out incorrect information. While I was silently glad to hear that this corporation had some employees who were professionals, I said to Mary that while I was sure her staff was of the highest order, even professionals can make mistakes and if they keep records of their phone conversations she could see exactly what I was told. Sticking to her strengths Mary changed her line of reasoning entirely and told me this had all transpired too long ago to be corrected. So apparently in theory we both agreed now that I had been screwed but it was a past screwing and nothing could be done. I pointed out that the time that had elapsed had done so while I either waited on false promises of her staff or tried to get in touch with her. Mary replied that she was very busy and it was not her fault if she was out often and I must say that if my current treatment was anything near her standard level of customer service I bet she avoids the office like a criminal avoids the scene of the crime. Realizing that in all likelihood this woman was either unable or, more likely, unwilling to help me I asked to speak with her superior. She then informed me that she had no superior. Oh Mary. I asked if she owned Yosemite Pine, or it's parent company? No, then how about the name and contact info of the person that does, who we might from this point refer to as your superior, just for simplicity. Mary made it very clear at this point that the name or phone number of a superior was not something I was going to get from her, customer service be dammed. I asked her if it would be better that I found this information on my own and then had her lack of cooperation to add to my current complaint. Next came the inevitable response from a person like Mary when they feel out of options from their customer disservice handbook, she HUNG UP ONE ME! Anyone that has ever had a job where you need to speak on the phone to clients knows this is the cardinal sin. Even as poorly as the conversation had been going I was still shocked. That's the story so far, no money returned to me, just a story to tell when the subject of unbelievably rude people comes up. In closing, please don't go to Yosemite Pines, pick one of the dozen other campgrounds up there. You might be planning a great trip with friends or family and it just might get Bertramed.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 29, 2011
Thank you for sharing your comments and concerns regarding your recent cancellation at Yosemite Pines RV Resort. Since your posting on Trip Advisor, we have thoroughly investigated your complaint. Our company uses a front office software that automatically records dates of reservations and any notes made to these reservations. Through our investigation, we found that you made an on-line reservation on September 27, 2010. When making your on-line reservation, you had to check the box that you had read and understood the cancellation policy before you could continue the reservation process. You also received an email conformation of your reservation which includes our cancellation policy written out on the bottom of the page. We found notes on your reservation that you had called and left a message that you were cancelling and that you called and spoke to a member of our staff on October 1, 2010, the date you where to arrive. Within these notes our staff member wrote “He was told that he would forfeit all monies paid since he cancelled on date of arrival”.
Report response as inappropriate
We do apologize for the hardship and inconvenience that this may have caused you. As a company, Guests First RV Resorts started the cancellation policy due to many guests cancelling their reservations on the day of arrival or not showing up at all. We as many other RV Resorts, Hotels, Motels and Airlines have a cancellation policy in effect. When a reservation is on a specific cabin or other accommodation type, it is blocked from making another reservation in that same site. Cancelling at the last minute does not give adequate time to re-rent and therefore, causes a financial loss to the company as it would to others in the hospitality industry.
We are very sorry for any misunderstanding and if we can be of any further assistance, please do not hesitate to contact us.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.