Business ProfileforShanty Creek Resorts

My family and I had reservations at shanty crk from 12/24/23-12/26/23.We were charged a total of $752.16. The night of 12/24/23 a family member fell ill and we needed to leave the resort. We checked out on 12/25/23@944am explaining to ****** our family emergency.We were told by ****** ,that the remainder of our moneys would not be returned to us which is $420.96 I spoke with ************************* the ** of lodging and sales, on 12/26/23@10:07am,she stated that due to so many cancellations due to family emergencies she will not ***** me my total amount back but I'm not trying to call you a liar but 50% of the lodging rate which is $82.60 or the complete $165.60 as a house credit!I **** her attention to their policy which states under sections Debit Card Advisory and Christmas Holiday Deposit Policy that I'm *********** my money back,* ( Picture included)******* stated the sections dont apply. She said because I had reservations up to 12/26/23 I fall up under any cancellations need to be made 14 days prior and or 5 days prior but their policy is not agreeing with her statement. The policy states 12/26/23- January 1st. Our reservations ended on 12/26/23 not began on 12-26/23 but we had to depart before 12/26/23.She didnt give me the opportunity to share with her my other concerns and displeasures about our stay. She ended the conversation abruptly and I felt as if she were calling my family and I liars - a complete insult!! We drove 2.5 hrs there to enjoy ourselves as a family, this is our 1st & last time visiting. We couldnt not help that an unforeseen accordance happened and should not be penalized or insulted for it, we were looking for reasonableness and understanding we received nothing but insults to our intelligence, our **************************** We will not go back after speaking with ************************* the ** of lodging and sales , the other personnel, ****** its obvious its all about the money and the business.