Question/concern...your opinions

[docwade87]

We set out for a 10 day trip last Thursday afternoon. We headed out to east fork campground in Durbin, WV where we had set up to stay the night then leave the camper there the next two nights while staying up on Snowshoe mountain resort. Our plan was to come back down and pick up the camper on Sunday morning and continue our trip to Gatlinburg, TN.

East fork campground was spectacular, he decided to only charge us half of the average cost per night and allowed us to leave the camper plugged in to electricity on site until we got back.

While staying in Snowshoe, I got a devastating text message from my wife’s sister Saturday morning stating that their Dad, my father in-law had passed. This was completely unexpected. I immediately started packing and got in contact with administration for where we were staying in Snowshoe who gave me a full refund for that next night we were supposed to stay. I also immediately sent an email to Camp LeConte in Gatlinburg, TN explaining the situation and that we would not be able to come and stay.

We came home to an email from Camp LeConte stating that they would not be able to refund us because they would not be able to fill our spot for the days that we were supposed to be there and because we were inside a 72hr window. They did say if they were able to fill the spot for any of the nights we were supposed to be there that they would refund us for those nights. Their policy states no refunds for any family emergency especially if it’s within a 72hr period prior to the stay. Obviously we were within that 72hr period. However to me this is not a typical “family emergency” and is a life event. Airlines even give you full refund for this type of emergency. This should be an exception to anyone’s family emergency policy IMO.

I responded back to Camp LeConte staying my distaste with their decision and asked if they would reconsider. They still held to their word. I asked to speak to their owner/manager on the phone. They called the next day stating that they got our site filled for 2 nights so that they would refund us for those two nights only. I again expressed my distaste of how they were handling this situation and to please reconsider. They held their ground. I advised that I would never stay there again due to them obviously being more worried about money rather than customer service and that if they were in my shoes I’m certain they would feel the same way. I advised them that I would make sure to give them negative reviews everywhere possible due to how they handled this situation.

Am I far off on these beliefs? I was not ugly to them at any point and kept my composure. What do you think?

I apologize for long post, but felt the whole story written out would give better picture.

Thank you.