Country Aire Campground — Hotel in Charlemont

From: Jay N Sent: Saturday, August 11, 2018 9:57:46 AM To: Manager Subject: Re: Confirmation: Country Aire Campground

Hello,

This is a follow up to a voicemail I left at 8:30 a.m. on Saturday, August 11. Unfortunately, due to conditions at Country Aire Campground, we have chosen to not remain for a second night that we previously reserved. We made our departure at 7:00 a.m. on August 11. Specific conditions we found include refuse in the pirate ship, corroded metal stools in the showers, dog feces found on the grounds, and lack of enforcement of quiet hours. We are reasonable people and understand a degree of leeway is needed when managing a campground. However, we feel that any such leeway ends when, at well past midnight, fellow campers next door are still using profanities loud enough to keep awake a six-year old girl. There was no admonishment from campground staff. Even if another person might find such behavior reasonable, we are sure that the running of power tools at 1:15 a.m. is completely uncalled for. However no campground staff were found to properly address the belligerence.

We are cancelling our reservation at Country Aire Campground for the dates of August 17 and 18.

We are perfectly happy to pay for a rate of one night's stay for the twelve unpleasant hours we spent at Country Aire Campground. We understand that your policy is to keep our payment for a reserved second night's stay. We also understand your policy to keep our deposit for our cancelled reservation of August 17 and 18 as we are providing less than seven days notice of cancellation. We also understand your policy of a charge of $10.00 for a reservation cancellation greater than seven days notice. Those are your policies and it is your right to enforce them.

Please know that as previous clients of your services, we have the right to post a summary of our dreadful experience at your campground on internet forums, social media, and recreation websites.

I believe you have my credit card information on file. If I am mistaken, and you need my credit card information again, you can reach me at (XXX) XXX-XXXX. I am not interested in discussing rationalizations nor justifications for your lack of policy enforcement at your campground. I am only seeking a reasonable resolution to this unfortunate situation.

Thank you. Jay N

On 8/11/2018 12:36 PM, Manager wrote:

Hello Jay N,

I am sorry you had a poor camping experience, [We] made our 10 pm rounds and did remind people in your area of the hour and the beginning of quiet hour. At that time there was only loud voices and laughing. You did not call the office phone when the incident happened, the problem could of been addressed at that time if you had.

I can not refund your camping fee for this weekend, I will refund part of your camping fee for next weekend. There will be a $10.00 cancellation fee.

Manger Country...

My family and I have been camping at Country Aire for over 10 years now. We used to camp with our camper, but after giving up our camper, we have been reserving a cabin for the past 3-4 years. We stay 4 nights for Memorial Day weekend, and prior to leaving every year, we book for the following year. We prepay in full and receive a confirmation securing our booking for the following year. Our family and friends camp with us staying on adjacent/nearby sites. On 1/11/25, I received a phone call from Lisa (the owner) telling me that they switched over to a new reservation system and they have a problem with us being booked in the same cabin as another party. I pulled up my confirmation, reviewed it with her, and she told us that we were all set, because we had booked and prepaid before the other party. She mentioned that she was going to call the other party, and they weren't going to be happy, but again, she assured me that we were all set. Today, 1/13/25, I received a call from Lisa, telling me that she had a problem, and that, because of the new reservation system, we were double-booked with another party for the same cabin, and there are no other cabins available. I reminded her of our call a few days prior where she assured me that I was all set, and she would be honoring our reservation. She said that the other party was being "unreasonable," and because they have been customers for 10 years, she was honoring their reservation and not mine. I reminded her that I have been a customer the same amount of time, but she should do the right thing and honor our reservation, because it was made first, and that is what she confirmed to me in the phone call a few days prior. Lisa said she was putting a check in the mail for my refund and honoring the other party's reservation. It's unbelievable to me that this double-booking/reservation snafu is being discovered almost eight months after I booked, prepaid in full and received an email confirmation. I am appalled and deeply frustrated at their handling of this situation. It is just plain wrong. Lisa said she is choosing loyalty over "doing the right thing," but clearly disregarding that my family and I have been equally as loyal for the past 10+ years. I am incredibly sad, because we don't have enough time to book elsewhere for the Memorial Day weekend, which is always in such high demand. Unfortunately, our time at Country Aire has...

My family and I have been camping at Country Aire Campground for over 10 years now. We used to camp with our camper but after giving it up, we’ve been reserving a cabin for the past three or four years. We stay four nights for Memorial Day weekend and prior to leaving every year we book for the following year, pre-pay in full and receive an email confirmation securing our booking for the following year. Our family and friends camp with us staying on adjacent nearby sites. On January 11, 2025. I received a phone call from Lisa, the owner, telling me that they switched over to a new reservation system and they have a problem with us being booked in the same cabin as another party. I pulled up my confirmation reviewed it with her and she told us we were all set because we had booked and prepaid before the other party. She mentioned that she was going to call the other party and they weren’t going to be happy but again she assured me that we were all set. Today, January 13, 2025. I received a call from Lisa telling me that she had a problem and that because of the new reservation system we were double booked with another party for the same cabin and there were no other cabins available. I reminded her of our call a few days prior, where she assured me that I was all set and she would be honoring our reservation. She said that the other party was being unreasonable and because they’ve been customers for 10 years, she was honoring their reservation and not mine. I reminded her that I’ve been a customer for the same amount of time, and she should do the right thing and honor our reservation because it was made first and that is what she confirmed to me in a phone call a few days prior. Lisa said she was putting a check in the mail for my refund and honoring the other party’s reservation. It’s unbelievable to me that this double booking/reservation snafu is being discovered almost 8 months after I booked, prepaid in full and received an email confirmation. I’m appalled and deeply frustrated at their handling of this situation, it is just plain wrong. Lisa said she is choosing loyalty over doing the right thing but clearly disregarding that my family and I’ve been equally as loyal for the past 10+ years. I’m incredibly sad because we don’t have enough time to book elsewhere for the memorial day weekend, which is always in high demand. Unfortunately, our time at Country Aire has...