Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went on ************************** to find a family friendly camping site. By using the family friendly search I found a host that looked good who stated that if canceled at least a week prior to trip that you could be refunded. Meanwhile I go to make a reservation for the end of the month ( almost 4 weeks out) and I make a reservation. After making the reservation I was excited about the trip and decided to read more reviews. I found a review that stated clothing was optional. Then another saying to beware because this camp had a 70's **** vibe feel and not appropriate for children. So immediately I cancel the reservation and when you go to cancel the reservation it says reservations made by mistake etc are refunded. So I proceed to cancel to get my refund because clearly this isnt family friendly or appropriate for children. After doing so I get just a portion of my money back and notice not ONE but two cancelation fees charged to my account. This is all happening within a window time of a mere 5-10 minutes. I then try to contact the host who never responds at all and then tried to get in touch with customer service through **************************. After requesting a ticket to escalate over 4 times to get help each time I get an automated response and no help. Meanwhile I have been refunded most of my money but a unauthorized charge of $21.78 was charged to my account. Again I contacted support but was told they would use it as a credit for another trip I wanted to plan. I will never use this site again knowing they just fraudulently start charging things to your account without any notice or authorization. I want my $21.78 back now!

  Business Response

  Date: 07/07/2025

  Hi ****, 
  
  Thanks for sharing your experience with us. 
  
  Hipcamp does not state that "accidental bookings" will be refunded. The cancellation and refund policies for any given listing are clearly outlined prior to booking, and it is your responsibility as a guest to read the information provided on a listing before choosing to book. 
  
  The "unauthorised charge" you refer to is the Hipcamp Service Fee, which you agreed to pay. This fee was clearly outlined to you at the time of booking, and you agreed to pay this when you entered your payment details and clicked "Book now." This is outlined right above the "Book now" button: "By selecting Book now, I agree to pay the total amount shown." 
  
  Our team have kindly refunded you the Hipcamp Service Fee for your cancellation. Moving forward, please ensure you read a listing prior to booking, as well as reading and understanding the cancellation policy you are agreeing to. 
  
  Kind regards, 
  
  Hipcamp Support

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23564686
  
  I am rejecting this response because: There was no posted policy or notice of any fee nor did I ever agree to pay one. I think Hipcamp is a great idea but the way customers/ travelers are treated is horrific and this company will never be successful in the long term treating people so awful. Also hipcamp should be more cautious about what they are advertising as family friendly hosts because had I not noticed you could have potentially put my child and I in a dangerous situation so SHAME on you! You should be apologizing and I fully believe you hide fees you are charging which is fraud. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 07/09/2025

  Hi ****, 
  
  We've attached images of the booking checkout you went through for reference. As you can see, the Service Fee is clearly outlined at each step, as is the Cancellation Policy. When you clicked "Book now," you agreed to pay the amount shown and agreed to the Cancellation Policy - as noted in the "By selecting Book now, I agree to pay the total amount shown, and I have read and agree to the Host's Strict Cancellation Policy, Rules, Hipcamps Terms of Use, and Privacy Policy" statement above the "Book now" button. 
  
  Kind regards, 
  
  Hipcamp Support
  
  
  

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23564686
  
  I am rejecting this response because:The lack of responsibility in a faulty listing that came up under family friendly is horrific. Lack of customer service, lack of apology is totally unacceptable. I will never trust this company or deal with you again. Again I never was told I was being charged non refundable fees and you failed to attach the listing saying it was refundable if canceled if within a week of booking etc. Refund my money as promised to me through email and seriously just STOP. Learn some customer service skills. Never again will I be on hipcamp. Never. Goodbye. 

  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a campsite and upon arrival the host did not have a record of my reservation. There were no campsites available, as they were fully booked for the holiday weekend. The host offered to "find us a spot" but it would not have been what we paid for via our booking, as it would have been sharing a site or a patch of grass somewhere that was not a campsite as advertised. We opted to leave and go home early. I requested a refund from Hipcamp since our reservation was not valid. They are refusing to refund my payment due to the no refund policy of the ** Resort/campground. The resort never received my reservation thus never received my payment. This would constitute theft by Hipcamp.

  Business Response

  Date: 06/10/2025

  Hi *******, 
  
  Thanks for sharing your experience with us. I can see you have an open Support ticket with our team regarding your booking; we look forward to reaching a resolution for you ASAP!
  
  Many thanks, 
  
  Hipcamp Support

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23446551
  
  I am rejecting this response because:

  I have had an open ticket for two weeks.

  There have been multiple emails going back and forth with no resolution. There is no option to speak with anyone, which hinders the resolution process. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 06/17/2025

  Hi *******,
  
  Your Support ticket indicates that you have been refunded for this booking. Your receipt is attached to your Support ticket. If there's anything further we can assist you with, please don't hesitate to let us know. 
  
  Many thanks, 
  
  Hipcamp Support

• Initial Complaint

  Date:02/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After reviewing my account Ive noticed someone logged into my account without my permission using my account to reserve camping trips at multiple destinations using my debit card without my authorization. The Following reservations were made without my knowledge or consent: The **************** Camp on February 18th, and The ***** Too (#2) on February 27th, and Smokey Acres Primitive Tent site 7 on February 10th, and Smokey Acres Primitive camping site 2 on February 14, and Smokey Acres Camping Site 7 on February 16th, and the ***** on February 18th, and ************** on February 2, again the ***** on February 24th. All of these Trips were made without my permission or consent, and I will be contacting the Sheriff to file an immediate Police Report for stealing from me !

  Business Response

  Date: 03/03/2025

  Hi ******, 
  
  Thanks for sharing your experience with us. Please reach out to our Support team via ************************ with the related booking numbers so that our team can assist further. 
  
  Looking forward to hearing from you, 
  
  Hipcamp Support

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23004714
  
  I am rejecting this response because:

  I contacted Hipcamp customer support via email who responded and rejected any resolution to my complaint of fraud on my account. I am requesting help from the BBB.

  
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/16/2025

  Hi, 
  
  The funds are currently 'frozen' and aren't able to be refunded while the bank investigates the alleged fraudulent charges. Typically, this takes ***** days to complete an investigation, but if you've already discussed this with your bank, they may have a fraud protection that ensures you receive the money ahead of time, even if the investigation is ongoing. 
  
  Kind regards, 
  
  Hipcamp Support

• Initial Complaint

  Date:02/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The host canceled my reservation and Hipcamp is trying to charge me for the host cancelation. they charged me 86$ and i only got 73$ back for the refund just to cancel it the same day i ordered. talked to the buyer and she said this was due to hipcamp fees.I will not pay this. I will take this to small court, I will win and I will seek treble damages and any other fees I can collect if this has to continue.

  Business Response

  Date: 02/18/2025

  Hi *********, 
  
  If this was a Host-initiated cancellation, the Host should have cancelled the booking on their end - this will have automatically refunded the Service Fee component. If the Host did not cancel the reservation on their end, the Service Fee would not have been automatically refunded by our system, as it would have had no way of knowing that the Host told you to cancel. Please submit a Support ticket via ************************ and our team will be able to assist further. 
  
  Thanks,
  
  Hipcamp Support

• Initial Complaint

  Date:02/02/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The host canceled my reservation and Hipcamp is trying to charge me for the host cancelation. I will not pay this. I will take this to small court, I will win and I will seek treble damages and any other fees I can collect.

  Business Response

  Date: 02/04/2025

  Hi ******, 
  
  As this was a Host-initiated cancellation, the Host should have cancelled the booking on their side - this would have triggered an automatic full refund, including the Hipcamp Service Fee. As the booking was cancelled on your side, our system had no way of knowing that this cancellation was the Host's choice and not yours; and therefore our system didn't know that it needed to refund the Service Fee component of the booking. 
   
  Our team have just hopped in and manually refunded the Service Fee component for you, so you've now been refunded in full for this booking. You should receive this refund within 2-10 business days, depending on your bank. If you have any further questions, please feel free to respond to your Support ticket. 
  
  Many thanks, 
  
  Hipcamp Support

  Customer Answer

  Date: 02/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:09/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm writing this complaint because Hipcamp hosts are able to remove negative reviews and photos from the website, thus maintaining an artificial 100% 5 Star rating. On September 14, 2024, my family and I visited the Hipcamp property ************* in *******. We were very disappointed by the property, which was not clean and not at all as described on the website. We took several pictures of the yurt/tent we were supposed to sleep in so that other potential visitors could see how different it looked than the pictures. We did not stay and after two hours, we drove home. I complained to the host, who gave us a partial refund. The bigger concern, though, is that my review and pictures were removed from the site. I think this is very dishonest and misleading. I wrote to Hipcamp about this, and they never responded. I think this is a dishonest business practice. I consider public reviews on website to be an 'advertised claim' and Hipcamp should either allow all reviews, or state clearly that the hosts have the ability to remove reviews they don't like.

  Business Response

  Date: 09/21/2024

  Hi *****, 
  
  Thanks for taking the time to share your experience with us and with the broader Hipcamp community!
  
  As explained to you in your Support ticket with ****, reviews on Hipcamp work on a double blind system. This means that once a review is submitted by a camper, it will not be shared with the Host or appear publicly on the listing until either a) the Host leaves their own review of you as a camper (at which point both your review and the Host's review will post simultaneously), or b) 14 days has passed since your checkout date, at which point the review window closes, your review posts publicly, and the Host can no longer leave a review of you as a camper.
  
  We have strict guidelines for what qualifies a review for removal. You can learn more here: *************************************************************************************************************************************************
  
  As the Host for your booking has not yet elected to leave a review of you as a camper, this means your review has not been shown to them or posted publicly yet. However, as you have elected to delete your Hipcamp account - which includes deleting all of your user-generated content - it means your review will now no longer post at all.
  
  I hope this helps! 
  

  Customer Answer

  Date: 09/22/2024

   
  Complaint: 22307410
  
  I am rejecting this response because preventing me from leaving a negative review seems like a dishonest policy. Public reviews are supposed to emulate word of mouth communication, and unless they contain legally actionable defamation, there should be no reason not to publish a review. In this case, the website said that your staff had personally verified the veracity of the listing for *************, which I find very hard to believe, given what we saw, and which everyone would be able to see through the photos we took, except that you won't publish my review. The fact that I deleted my account and will never use your company and will tell everyone I know not to use the company, is no reason not to publish my review. It seems to me that you're trying to artificially boost the ratings of your properties by dodging bad reviews. Again, this seems totally dishonest to me. In any case, the host agreed to give us a partial refund and acknowledged what she couldn't deny - that the tent looked nothing like the pictures on the website. We'll just chalk this up to an unpleasant experience with a bad company and move on. I hope others do to. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 09/23/2024

  Hi *****, 
  
  Deleting reviews forms part of our complete data deletion when a user opts to delete their account. It is not an attempt to artificially avoid reviews - we lose far more positive reviews via account deletions than we do negative reviews!
  
  Hipcamp takes user privacy seriously and for this reason, when a user deletes their account, we delete ALL of their data and content, not just some of it. We apologise that you dislike this policy. 
  
  Many thanks, 
  
  Hipcamp Support

• Initial Complaint

  Date:09/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They booked my property for their guests for two nights and did not pay

  Business Response

  Date: 09/21/2024

  Hi *****, 
  
  Thanks for taking the time to share this feedback with us and with the broader Hipcamp community. 

  Your payouts failed to send due to an incorrect ****** account being entered when you set up your payout method. Now that you have entered the correct ****** email address, your payouts will be delivered as normal. 

  Many thanks, 
  
  Hipcamp Support

• Initial Complaint

  Date:09/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since there were no special conditions on cancellation, I expected a full refund for my cancellation made one month in advance of my scheduled camping trip reservation with Hipcamp. I received only a partial refund. I assume Hipcamp was able to fill that reservation with another party and are double dipping and possibly committing fraud. The total bill was $565.00. Hipcamp only refunded $285.31. They owe me $279.69. Below is the invoice with no explanation. Nights (2)Amount Fri, Sep 27th$250.00 Sat, Sep 28th$250.Subtotal$500.00 Hipcamp service fee$65.00 Total charges$565.00 Cancellation refund-$285.31

  Business Response

  Date: 09/09/2024

  Hi, 

  Thanks for taking the time to share this experience with us. 

  The Host for your booking has a "Super Strict" cancellation policy: "If you cancel at least 1 week before your check in day and time, youll receive a 50% refund (minus Hipcamp fees). If you cancel within 1 week before check in, there will be no refund." This cancellation policy was displayed to you prior to booking, and you reviewed and agreed to this cancellation policy at the time your booking was submitted as is the case for all bookings on the Hipcamp platform. 

  Hipcamp does not set nor control Host cancellation policies; our Hosts have full authority when it comes to their cancellation policies and issuing refunds outside them. If you would like to request a further refund from your Host, you can do so by following the instructions in this FAQ: ****************************************************************************************************************
  
  If your refund request expires or is declined without a clear reason, please reply to the refund expiration or decline email that was sent with additional information for why you feel a refund is owed. The Support Team would be glad to evaluate the situation further.
  
  

• Initial Complaint

  Date:07/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked this cabin in ****** ** for July 8-14th of 2024 but there was a severe heat wave in the area for the entire week. I contacted the host and asked if they had A/C - they said no and that their previous guests did not have a problem with the heat. There had no been excessive heat warnings previously. I mentioned that my 78 year old Dad would not be able to visit me given there was no A/C. He later changed his listing to show that there was a portable A/C unit - AFTER I canceled my trip. I contacted HipCamp customer service and spoke to *************************** who told me that he could offer a full credit due to their Natural Disaster Policy if I could provide proof. I did this and he did offer a credit in the form of future use. I told him I wanted a refund and that I would not use the service again in the future. I only chose this place in ****** because it was near my Dad and was an actual cabin and not a place to camp. I never heard from ****** again. I had to pay for another place to stay that week and I want a full refund from HipCamp minus any fees they had that I told ************** would cover.

  Business Response

  Date: 07/20/2024

  Hi, 
  Thanks for taking the time to share your feedback with us about your recent booking. 
  
  You have been offered a full Hipcash credit for your trip, in line with our Natural Disaster Cancellation Policy: ******************************************************************************************************************************************************************
  
  Regards, 
  Hipcamp Support 
  
  

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22009018
  
  I am rejecting this response because:

  I will never use a "credit" with this company again. I asked for a refund to my original payment method. This stay was cancelled due to weather and the hosts inability to provide adequate cooling given the weather conditions.  This was of no fault of my own. I was required to pay additional money for another stay and want my money refund from HipCamp.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/22/2024

  Hi,
  
  Thanks for taking the time to share your feedback with us about your recent booking.
   
  You have been offered a full Hipcash credit for your trip, in line with our Natural Disaster Cancellation Policy: ******************************************************************************************************************************************************************
   
  Regards,
  
  Hipcamp Support

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 22009018
  
  I am rejecting this response because: 

  This is the exact same computer generated, generic response you have given me 3 tines now. 

  A credit to be used for a future stay.will never be used. I will never use your service again and there has been no explanation as to why you refuse a refund.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had booked a campsite around July ****** booking number ******* for the amount of ******. On July ******* I had went into the site to try and modify it and I could so I had cancelled it no choice and hipcamp took ***** for there service fee. I then had went back in to rebook the site booking number ******* for ****** and I had noticed it wasn't the same site! Within I would say not even 3hours after booking it I had said it was a mistake and they still took ***** from me for there fees!!! I tried to reach out to there company by phone and the only way to contact them is by email! There representatives have refused to pay back the fees and offer hipcash for use for 1 year when there was a glitch in there site and would not put me in contact with a manager! I'm asking that they pay me back ***** for the fees I hope you can understand my frustration thank you!

  Business Response

  Date: 07/20/2024

  Hi,
  
  Thanks for taking the time to share this feedback with us. While we're sorry you weren't able to get the booking modified before you canceled, we would have been happy to help out and move that booking, had you reached out to us. The Host of the Listing would have also been able to help with the site change, as they have that tool in their calendar.
   
  The Hipcamp service fee, along with the Hosts cancellation policy, is displayed throughout the checkout process to ensure campers are aware of the service fee prior to finalizing a booking or booking request. Though we aren't able to refund the service fee, as it goes toward our services and card processing fees, we hope you're able to use that ******* ***** provided for a future trip.
   
  If you have further questions, please reply to your original Support request. 
  
  Many thanks, 
  Hipcamp Support
   

  Customer Answer

  Date: 07/21/2024

   
  Complaint: 22008635
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 07/22/2024

  After the bbb had sent an email. I finally received an email with a phone number. But now all I get is leave a message! It's not my fault there system had a glitch I'm asking for ***** and ***** for a refund and not hipcamp funds!

  Business Response

  Date: 08/04/2024

  Hi ******, 

  Our team have been trying to call you and have left multiple voicemails, but are yet to receive a return call or voicemail from you. 

  You have been issued with the service fees as Hipcash, in line with our policy. We are unable to refund them as cash, as you have disputed the charge which means the funds are now frozen. '

  Please feel free to contact us via return phone call if you wish to discuss further. Please note that if all lines are busy, you will have to leave a message in order for us to be notified that you have called. 

  Regards,
  Hipcamp Support. 

  Customer Answer

  Date: 08/04/2024

   
  Complaint: 22008635
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/13/2024

  Hi ******, 

  Thanks for your response here. Please note that no reason was given for your rejection of our response. If you have further information/context you'd like to provide, please don't hesitate to do so. 

  Many thanks, 

  Hipcamp Support