FREQUENTLY ASKED QUESTIONS

NEW CANCELLATION/CHANGE AND REFUND POLICY FOR ONTARIO PARKS

• Why did Ontario Parks implement a stronger cancellation/change policy for all reservations?

Prior to the 2005 season campers had been commenting they were unable to make reservations because the campsites were all booked – even though they see vacant campsites when they arrive at the park.  Ontario Parks had investigated these circumstances and had found that some campers were abusing the reservation system rules.

For instance, some campers had been making reservations with no intention of staying for the full number of nights they’ve reserved. They may have booked 23 nights in front of their departure date, but then they cancelled part of their reservation.  What they’ve done is tie up a campsite for longer than necessary, making it impossible for other campers to book the sites.  The practice has meant fewer sites were available for reservations -- particularly for long-term stays – during our busiest months, July and August.

In extreme cases, some campers were booking several 23-day reservations and not using them, because they knew the penalty to cancel an entire 23-day stay was only $21.00.

Finally, some campers who had reservations would arrive at the park and then leave considerably earlier than their stated departure date.  These practices effectively denied other campers from making a reservation well in advance.

• Why did Ontario Parks implement a stronger refund policy for early departures at some parks?

Many campers suggested Ontario Parks implement stronger refund/cancellation policies to discourage people from abusing the rules.  These changes represent Ontario Parks’ ongoing commitment to improving service to our customers, and responds to campers who have complained about loopholes in the reservation system. The policy for early departures was implemented for reservations and campsite nights occupied at the 20 most popular provincial parks.  These parks are where the majority of the problems exist.  Ontario Parks may consider implementing this policy at other parks, should it be warranted.

• How serious is this problem?

In 2004, there were 42,254 cancellations made with 20,543 cancellations (almost 50%) made within 3 days of the arrival date.

Reservations Made X Days Before Arrival Date		% of total reservations	Cancelled less than 30 days of Arrival Date			Total	% of total cancellations
			0-3 days	4-7 days	8-30 days	0-30 days
0-30	132,035	43.8%	9,156	1,571	1,741	12,468	9.4%
31-60	39,326	13.1%	2,874	757	1,602	5,233	13.3%
61-90	25,807	8.6%	1,900	576	1,018	3,494	13.5%
91-120	24,696	8.2%	1,748	508	1,016	3,272	13.2%
121-149	35,245	11.7%	2,524	696	1,426	4,646	13.2%
150+	44,067	14.6%	2,341	670	1,232	4,243	9.6%
Total	301,176		20,543	4,778	8,035	33,356
% of Total			48.6%	11.3%	19.0%

 

Reservations Made X Days Before Arrival Date		% of total reservations	Cancelled within X days of Arrival Date					Total	% of total cancellations
			0-30	31-60	61-90	91-120	>120
0-30	132,035	43.8%	12,468	0	0	0	0	12,468	9.4%
31-60	39,326	13.1%	5,233	775	0	0	0	6,008	15.3%
61-90	25,807	8.6%	3,494	527	472	0	0	4,493	17.4%
91-120	24,696	8.2%	3,272	487	303	501	0	4,563	18.5%
121-149	35,245	11.7%	4,646	665	466	741	509	7,027	19.9%
150+	44,067	14.6%	4,243	619	458	1,228	1,147	7,695	17.5%
Total	301,176		33,356	3073	1699	2470	1656	42,254
% of Total			78.9%	7.3%	4%	5.8	3.9%

In 2004, 26,254 changes to arrival and departure dates were made, and almost 40% were made less than three days in advance of the intended arrival date.  Almost 16,500 campers delayed their arrival date.

• What are the new cancellation/change & refund policies and how do they work?

Campers who make site specific reservations and then cancel or shorten the length of their reservation before their arrival date will only be refunded a percentage of their camping fees.  The percentage amount retained by Ontario Parks will depend on how long the reservation site has been held.  The chart below outlines the escalating penalty:

How long has your reservation been held from the time of booking?
Example – Booking made on January 13 for arrival June 13 (5 months in advance)
1 month or less Example: January 13 – February 13	10%	No Show 1 night + 10% of cancelled nights	Please note: A reservation cannot be changed or cancelled more than four(4) months in advance of your arrival date.
Greater than 1 month, up to 2 months Example: February 14 – March 13	20%		No Show 1 night + 20% of cancelled nights
Greater than 2 months, up to 3 months Example: March 14 – April 13	30%			No Show 1 night + 30% of cancelled nights
Greater than 3 months, up to 4 months Example: April 14 – May 13	40%				No Show 1 night + 40% of cancelled nights
Greater than 4 months Example: May 14 – June 13	50%					No Show 1 night + 50% of cancelled nights

These penalties are in addition to the $11.85 non-refundable reservation fee.  The minimum change or cancellation penalty will be $8.90.

Campers who shorten their stay after they arrive  will not receive a full refund at Ontario’s 20 most popular provincial parks.  Reservation customers will receive a refund of 50% for any unused camping nights.  Campers who shorten their stay at all other parks will continue to receive a full refund.

• Did Ontario Parks consider other options before choosing this approach?

Yes.  Ontario Parks has been studying this issue since 2002, and considered several options.  Ontario Parks began changing the reservation service in 2002 when the rolling reservation issue was addressed.  These new rules are the strongest steps that Ontario Parks has taken to close loopholes in  the reservation system.  Many campers suggested ways for Ontario Parks to deal with the problem.  A consistent suggestion was stronger refund/cancellation polices.

• Will this new cancellation/change policy affect all reservation users and First Come First Serve campers?

The new reservation cancellation/change policy will affect all reservation users at all park locations.  The new refund policy for early departures will only affect reservation customers at the 20 most popular provincial parks.  It will not affect First Come First Serve customers.

• When did this new policy come into effect?

January 1st, 2005

• When camping at the park, I used to be able to have a full refund processed for any unused nights provided that I left before 2 pm.  Will this still be possible?

No. Under the new policy, at the 20 most popular provincial parks, the refund for unused nights is 50%.

The following are the parks where the 50% penalty will be applied to early departures:

Algonquin
Arrowhead
Awenda
Balsam Lake
Blue Lake
Bon Echo
Charleston Lake
Grundy Lake
Killarney
Killbear
Long Point
MacGregor Point
Pinery
Point Farms
Port Burwell
Presqu’ile
Sandbanks
Sauble Falls
Sleeping Giant
Rushing River

• What if poor weather conditions are predicted for my upcoming reservation?  Will I still be subject to the new cancellation/change policy? 

Yes, the new cancellation/change policy will apply.

• What if there are extenuating circumstance concerning my change or cancellation for my upcoming reservation?  Will I still be subject to the new cancellation/change policy?

Under certain circumstances, i.e. death in the family, serious illness, Ontario Parks may consider a full refund.

• How does Ontario Parks define a month?

Since days of the month vary, Ontario Parks will be using a calendar month, i.e. January 1 for a June 1 reservation arrival date. 

Since there are only 29 (2008 example) days in February, reservations for July 30 & 31 (5 month window) will not be accepted until March 1.

• Will I still be subject to the percentage change fees for administrative changes?

No.  Administrative changes such as change in name, address or park will result in the minimum change fee of $8.90, regardless how long the reservation has been held.