Last year my family and I stayed at the Wilderness Lodge as I have done for over 30 years. We decided to go on a float trip at the Rivers Edge Campground which is affiliated with the Wilderness Lodge. When we made the reservation we had to pay for 2/4 people that were going when I made the reservation over the phone. On Sunday when we arrived to the Rivers Edge to go on our float, we were informed that there were severe storms headed in and we could not go on the float. We totally understood and asked if we could just get a rain check. We were able to get a rain check but they said that I would need to pay for the additional two people to get a rain check since there were 4 in our party total. I was told to hold onto my receipt and rain check because without those two items the rain check would not be honored. Fast forward to this week and we decided we would like to go back and use the rain check they had issued to us. When I called I was informed that they would not be honoring ANY rain checks because the property had been sold and the new owners will not honor ANY previously issued rain checks because the new owners were not paid the money for any outstanding rain checks..?? I was told by the lady on the phone that she would try to reach out to the new owner Mike and see what could be done and she would call me back. She did indeed call me back the same night and said she could not get a hold of the owner and then she was silent not offering ANY sort of solutions. I asked her if she could call me the next day and let me know what he said or if I could even speak with him. She never called back… so now I sit with a“RAIN CHECK” that I spent$170 for 4 floaters that clearly has an issue date, an expiration date, my name and address, what it is for, and why it was issued. It is stapled to my original receipt as well but I guess they will not be honoring it. This has to be one of the worst customer service experiences and poor business practices I have encountered in my life. It is apparently OK that I am out$170 for a float that I was told we could not go on that day and that seems to be perfectly OK with these new owners. I am completely disappointed in the lack of follow up and poor customer service. This is definitely not a best practice for a business and I will be letting everyone I know and on every forum I can that you basically stole$170 from my family and while it may seem like not a big deal to you it certainly is to me and my family.
