California State Parks

Dispute Process

Requests should not be escalated simply because the customer chose to leave early or change their plans.

If a customer requests any fees (Reservation, Cancellation, Modification, etc.) to be waived, and after explaining that we do not have the authorization to waive fees, please escalate the request for state review.

Be sure to reiterate the cancellation policy, and only escalate if the customer presents a compelling reason beyond their control.

Here are some guidelines and expectations tailored to the guest's request.

Prior to the Reservation

If the visitor has a compelling reason and pushes, please Escalate.

Day of Cancel/Modification

REFER TO THE PARK only if there is push back (make sure the guest understands this does NOT MEAN that they will get fees waived or that they will successfully make contact with the park)

After Arrival

LAST RESORT offer the reservation.unit@parks.ca.gov and the visitor can and plead their case from there. There is a 2 - 3 month back log in that inbox so they may not get a responded to for awhile. The visitor will receive an auto reply to reach out to the contact center after sending their inquiry.

Crystal Cove Beach Cottages/Cabins

COVID could be Referred to The Park to see if park can modify or provide partial refund. (make sure the visitor understands this does NOT MEAN that they will get fees waived)

Handling Cancellation Requests When the Account Holder is Deceased

If a caller states that the account holder is deceased and requests to cancel a reservation, follow these guidelines:

- 1. Verify Three Account Details – Since the caller is not the account holder, standard verification rules do not apply. However, they must provide at least three of the following account details:
    - - Name on the account
      - Email address on file
      - Phone number on file
      - Reservation confirmation number

- 1. Cancellation Only – The reservation must be canceled. Do not attempt to modify or transfer the reservation, as the account holder will not be able to check in.
  2. Document the Call – Note in the system that the cancellation was requested due to the account holder’s passing and that three pieces of account information were verified. No further action is required.

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