Our vacation was planned and we decided to stay in Show Low, Arizona for a period of 6 weeks. We made our reservations through our membership and an agent who we called on the Thousand Trails reservation line. We have never used our membership for more than 5 to 7 consecutive days as we both work and are not full time RV people. We also use our membership approximately 15 to 20 nights per year, we do not take advantage of the membership.
While making our reservations we asked the agent of Thousands Trails if we could pay for the 2 weeks between the 2 reservations we were making under our Membership, so that we would have 6 consecutive weeks at the Venture In RV Park. The agent told us yes, but that we would have to pay regular rates for the middle reservation, of which we gladly paid so that we would not have to leave the park and then re-enter 2 weeks later. In that instance we paid full price for the following 2 weeks as a non-member. We then booked with the same agent the final reservation, for an additional 2 weeks under our membership. All of which was approved and confirmed by the Thousand Trails reservations agent. I asked the same agent if it would be possible to have the same RV Site so that there would be no need to move sites. He stated that it would be best to contact the park directly as they have a better opportunity to assist in this request.
We did exactly what was asked by the agent and contacted the park.
When we reached out to Venture In we were immediately scolded by the manager, Eileen for attempting to circumvent the rules and told that not only could we not make consecutive reservations or have the same site, but that they no longer had availability for us! We were very professional in our approach with Eileen, but unfortunately, we were met with a very temperamental lady who seemed to think we were trying to cheat the system. I reminded her that we asked and were told by the booking agent that we could pay for the 2-week period in between our 2 reservations. At this point we stated to Eileen that the reservations were made and approved by the Thousand Trails booking agent. We then asked Eileen to reach out to Thousand Trails to confirm what we had done. Eileen reached out to Thousand Trails and a couple of days later we received a call from Donna Dickerson, a representative of Thousand Trails. She confirmed that the 2nd reservation was made in error by their agent and that even though we were paying in full as a non-member, we could not do so because of the membership rules. We agreed and made reservations at another park for the period between the 1st and 3rd reservations.
We received an email cancelling our 2nd reservation and our deposit was refunded.
We then received a voicemail from a Thousand Trails representative who stated that our 3rd reservation was cancelled and that Venture In, no longer had availability.
We contacted Donna Dickerson as we were well into our vacation and asked how a cancellation could occur just days before our check in? We had made significant plans including flights to and from Show Low as well as prepaid for golf. We also had family arriving and staying at the same park as part of our vacation. Donna was excellent in her customer service and fully understood our situation. Through significant efforts on her part, she was able to re-reserve our site for the period we had requested. Donna spoke directly with Eileen of Venture In and she will attest to the challenges and lack of professionalism on the part of Eileen.
Donna went as far as to apologize for the misunderstanding and then offered us a 1 year free membership for our inconvenience and the challenges we were met with by the Manager Eileen of Venture In.
We enjoyed our time at Venture In and never once spoke with Eileen during the 3rd reservation.
We are now traveling in August with 3 other couples (4 couples in total) in 4 motorhomes. We made reservations at Venture In for August 17th, departing on the 21st. Each couple making their reservations independently. There were no sites available for Thousand Trails memberships so we booked and paid for our site like the rest of our group. All our group was booked and confirmed. 2 days following we received a cancellation of our reservation by email. Only our reservation was cancelled, the remainder of our group were not. We called the reservation line and the booking agent said they had no information as to why it was cancelled.
We contacted Donna and asked if she could assist as we felt Eileen may have had something to do with the cancellation. Donna again was excellent in assisting us and made the reservation for us. 2 hours later, we were notified by email that the reservation was cancelled again. We contacted Donna again and she along with us were shocked by this and escalated our concerns to her supervisor. She called us back and confirmed the reservation once again and stated that she had made read more