안녕하세요. 첫글은 후기나 좋은 정보를 공유했으면 좋았을텐데 이렇게 질문으로 드려 죄송합니다.

8월 시애틀 여행을 준비하면서 Mount Rainier에 있는 Paradise inn을 예약했는데, 제가 호텔 공식사이트가 있음에도 구글검색 첫화면에 나오기도 하고 National Park의 공식 예약사이트인 것처럼 보여 National Park Reservation(NPR) https://www.nationalparkreservations.com/ 이라는 곳을 통해 예약을 했습니다. 예약은 정상적으로 이루어졌고 금액도 Paradise inn 홈페이지에 보이는 가격과 같은 239.6$가 부과되었습니다.

 

그런데 예약이 완료된 후 NPR에서 메일이 하나 더 왔는데 일반적인 예약 내용과 더불어 아래 내용을 덧붙여서 보내왔고, 제가 예약에 썼던 아플카드에 동 금액이 부과되어 있습니다.

National Park Reservations has charged an additional ten percent non-refundable fee in the amount of $23.96 to your credit card, as described on our website and phone message.

 

다시 홈페이지에 들어가 확인을 해보니, 5가지 순서의 예약 과정 중에 호텔 예약금액 안내 등 최종 금액은 여전히 239.6$로 표기되지만 스크롤을 올리면서 보아야 하는 Terms &Conditions 부분에 작은 글씨로 하일라이트한 문구가 들어가 있는 것을 확인했습니다. 구글 검색을 해보니 BBB, FCC소비자 불만센터 등 다양한 곳에서 동 서비스에 대한 문제제기를 하고 있지만 10년 이상 동 서비스가 지속되고 있는 것 같습니다. 제 경우야 1박이라 24$정도로 금액이 크지 않지만, 성수기에 3박 이상 하는 경우 꽤 큰 금액을 지불한 경우도 있는 것 같습니다. 

NPR.pdf

 

일단 아래와 같이 메일 보내서 환급 요청을 했으나, 오늘 받은 답신에는 예상한대로 약관에 있는 내용이고 제가 동의한 바 있으니 문제가 없다는 입장입니다. 일단 약관을 꼼꼼히 읽지 못한 제 잘못이 있지만, 10%의 추가금이 생길 것이라는 것을 알았으면 이용하지 않았을 서비스를 NPS와 혼동되도록 하고, 또 추가금이 있을 것이라는 부분을 사전에 인지하기 어렵게 하여 서비스 이용을 유도하는 행태는 문제가 있어 보입니다. 어떻게 대응해야 할지 혜안을 나누어주시면 감사하겠습니다.

 

To Angie from National Park Reservations,

I hope this email finds you well. I am writing to express my dissatisfaction with the recent experience I had while using your services. Unfortunately, there were several issues that have left me disappointed and frustrated.

Hidden Fees: Upon receiving your email, I noticed an additional 10% fee that was not clearly disclosed during the booking process. Transparency is crucial, especially when it comes to financial matters. As a customer, I expect full disclosure of any fees associated with my reservation.
Lack of Transparency: The lack of transparency regarding this fee is concerning. I believe customers should be informed upfront about all charges, including any additional fees. It is disappointing to discover hidden costs after the fact.
Perceived Government Affiliation  : Your company is misleading consumers because it seems to be a government service with close ties to National Park. There is no reason to use reservations at well-organized accommodations like Paradise Inn for a 10% fee when making reservations through websites, not by phone.
I kindly request that you reconsider the 10% fee. If this charge remains, I will proceed with a consumer dispute and try to solve this issue through https://consumercomplaints.fcc.gov/hc/en-us . As a customer, I hope we can resolve this matter promptly.

Thank you for your attention to this issue.

Sincerely,

 

답신

 

Hello,

We disclose who we are and what we charge in our online terms and conditions before you can submit a request-you indicated that you read them. 

We advise clearly that we are not part of the National Park Service and that we charge a fee for our services:

Our terms state:.

“National Park Reservations provides lodging and activity reservations both inside as well as in the gateway communities of the United States National Parks. National Park Reservations is not an authorized concessionaire of any National Park nor are we in any way affiliated with the National Park Service of the Federal Government. National Park Reservations provides the ability for its customers to make reservations through a toll-free telephone number or by submitting an online request form.

National Park Reservations charges a 10% non-refundable reservation fee based on the total dollar amount of reservations made. The reservation fee will be billed separately to your credit card and will be billed under the memo "National Park Reservations". By using National Park Reservations, the customer authorizes National Park Reservations to charge their credit card the 10% non-refundable fee.

Customers using National Park Reservations to make lodging and activity reservations agree to use our service, either by telephone or email, to make any changes or cancellations to their reservations.

A National Park Reservations customer will receive an email confirmation describing all reservations made, any deposits taken by the lodging or activity provider, any cancellation policies of the lodging or activity, as well as check in times of the lodging or activity. Customers of National Park Reservations agree to assume the responsibility of confirming the accuracy of the reservations outlined on the email confirmation.

National Park Reservations is not responsible for rate changes made by the specific lodging or activity provider. National Park Reservations will not be responsible for loss due to specific action of a lodge or activity provider or by acts of God. Customers using National Park Reservations should be aware that the park concessionaire will directly accept a credit card for reservations, and will impose no fee for doing so. Although National Park Reservations will assist our clients in receiving a refund of any deposits given to a lodge or activity provider, customer understands and agrees that National Park Reservation's 10% reservation fee is a non-refundable fee.”