Muskoka Woods: Built to last

Responding to summer camps closing

A message from John McAuley, President and CEO

“Thanks for the note. We are crying right along with you. My husband attended Muskoka Woods and now both our kids attend. We have greatly appreciated how you have kept the kids engaged over the last number of weeks. We are thinking of you, your team and the entire camper population that is going to miss out on this summer.”

-Shannon B.

“So sorry to hear this. Thank you for all the wonderful summers. See you next year! All the best! I have a very, very sad kid … not sure what summer will be like.”

– Vanessa H.

“We are very sad of this news! We have so much appreciation for your kindness and consideration for our family. You have created so may fond memories for my girls to cherish FOREVER!”

– Jennifer M.

“Thanks for the note. We are crying right along with you. My husband attended Muskoka Woods and now both our kids attend. We have greatly appreciated how you have kept the kids engaged over the last number of weeks. We are thinking of you, your team and the entire camper population that is going to miss out on this summer.”

-Shannon B.

“So sorry to hear this. Thank you for all the wonderful summers. See you next year! All the best! I have a very, very sad kid … not sure what summer will be like.”

– Vanessa H.

“We are very sad of this news! We have so much appreciation for your kindness and consideration for our family. You have created so may fond memories for my girls to cherish FOREVER!”

– Jennifer M.

This is the first time in our 40 year history we will not be running a full summer camp program and truthfully, we’re full of sorrow.

However, we have been preparing for this scenario and have made available two options for families to either receive a credit towards next year’s summer camp that includes early access to registration and an option to receive a full refund including deposit.

OPTIONS FOR CREDIT AND REFUND FAQS

Options for Credit and Refund

What are my refund options

Muskoka Woods is excited to offer you two options for your camp deposit:

OPTION 1 – APPLY YOUR DEPOSIT TO SUMMER 2021

Currently you have paid for some or all of your summer camp registration for 2020. Leave your payment with us and you’ll receive early access to book your 2021 week and activities before we open camp registration to the public.

Every year, certain activities fill up within the first few weeks. This year, Tubing was full shortly after registration opened and the new Drift Trikes activity didn’t have a spot left by the end of September. Don’t miss out on the chance to be front of the line for week and activity selection.

For this option, you don’t have to do anything – we’ll take care of it for you automatically. You’ll see this credit in your account by the end of June.

OPTION 2 – FULL REFUND

Since the COVID-19 pandemic began, Muskoka Woods has been transparent in its refund policy: if government regulations result in your children being unable to attend summer camp, you can receive a full refund including your deposit or a credit for summer camp 2021.

If you select this option, your fees will be refunded  back to you over the next few weeks. Our team will be processing the refunds as the forms are submitted, but we ask for some patience as we work through the volume of requests. To receive your fees in full, please fill out this form

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How long do I have to decide if I want a refund instead of keeping my fees as credit?

Your request for a refund must be received by submitting the form prior to June 19, 2020. If you do not fill out the form your credit will automatically remain on your file for use for Summer 2021.

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How long is my credit valid for?

This credit is accessible on your family profile, and is valid until August 20, 2021. It is non-transferable to another family. This is only a monetary credit and we have not transferred your week or activity selections from summer camp 2020 to summer camp 2021.

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Is my 2020 deposit towards 2021 non-refundable?

Yes, once 2021 registration opens your deposit is non-refundable. We will only refund deposits should Summer Camp 2021 need to be cancelled. If you have additional fees on top of the deposit, those fees are refundable until the final payment date on April 15, 2021.

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When will I see my credit in my family profile?

By the end of June.

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How can I get a refund?

Since the COVID-19 pandemic began, Muskoka Woods has been transparent in its refund policy: if government regulations result in your children being unable to attend summer camp, you can receive a full refund including your deposit or a credit for summer camp 2021. 

Currently you have paid for some or all of your summer camp registration for 2020. Leave your payment with us and you’ll receive early access to book your 2021 week and activities before we open camp registration to the public.

Every year, certain activities fill up within the first few weeks. This year, Tubing was full shortly after registration opened and the new Drift Trikes activity didn’t have a spot left by the end of September. Don’t miss out on the chance to be front of the line for week and activity selection.

For this option, you don’t have to do anything – we’ll take care of it for you automatically. You’ll see this credit in your account by the end of June.

Instead, if you would prefer to receive your fees refunded in full, please please fill out this form

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How long will it take to get my refund?

This is an excellent question. In normal times, refunds take five to ten days, depending on the processing company and your credit card company. Because a situation like this has never happened before, this process may take longer than we’ve typically experienced in the past. 

  • Muskoka Woods has over 4,000 families who may need to receive refunds. Each refund is processed manually by our guest relations team. We have added staff to this department to complete this task while still being available to answer your phone calls, emails and messages.
  • In addition to the hundreds of summer camps in the same situation as Muskoka Woods, there are thousands of other companies processing refunds. Processing companies are overwhelmed by the volume.
  • Banks and credit companies are dealing with a volume of refunds they have not processed before.

Here’s how the process will work:

  1. You fill out the form.
  2. We issue a refund on your credit card and send you an email to let you know we have processed your request.
  3. The credit card processing company takes this information, confirms it and passes it to your  credit card company or bank.
  4. The credit card company or bank returns the money to your account.

The process, when we begin, may take as many 4-5 weeks.

We will refund your money if requested and it will not be lost. Thank you so much for your patience.

 

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I believe there may be an issue with my card, what should I do to receive a fund?

Examples include: my card has expired, been compromised, or I have cancelled my card. You can indicate this to our team at the time you decide to request a refund using our form. If you have further questions, please email guestrelations@muskokawoods.com or leave a voicemail at 416-495-6960 ext. 306 and we will reach out with a solution for your situation.

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When are you opening summer 2021 Registration?

Summer 2021 Registration will open late fall 2020 or early 2021. We will communicate an exact date closer to the opening date of registration.

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Can I just hold my registration and activity choices for summer camp 2021?

We’re so glad to hear you’d like to join us next summer! We will hold your fees on file for your family to use towards next summer, and if you do this, you will get early registration access for summer 2021. However, because every year the dates of camp change and we add new exciting activities, we cannot carry forward registrations. This is only a monetary credit and we have not transferred your week or activity selections from Summer Camp 2020 to Summer Camp 2021.

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I have questions, what can I do?

Our office is closed due to the Ontario Government’s closure of non-essential services, however, our Guest Relations team is working from home and can be reached via chat between normal business hours, email guestrelations@muskokawoods.com or you can leave a voicemail at 416-495-6960 ext. 306 and someone will return your call.  We are experiencing a much larger volume of calls and emails than usual. Thanks for your patience during this time.

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Contact Muskoka Woods

Other Contact Options:

Our office is closed due to the Ontario Government’s closure of non-essential services, however, our Guest Relations team is working from home and can be reached via chat between normal business hours, email guestrelations@muskokawoods.com or you can leave a voicemail at 416-495-6960 ext. 306 and someone will return your call.  We are experiencing a much larger volume of calls and emails than usual. Thanks for your patience during this time.

We are looking forward to summer 2021