I can't describe how utterly disappointed our family is with our recent stay at New Glasgow Highlands Campground. We have been visiting this campground for a number of years, to the point it has become a family tradition and we often spend the last days of our summer there. We have stayed on the same campsite (with our small pop-up camping trailer) on many occasions, and throughout the years we have also rented a camping cabin (typically in the autumn). We are a family that loves camping, and have visited a number of campgrounds throughout Atlantic Canada. New Glasgow Highlands Campground had been our favourite privately owned campground on PEI...until now. The service we received on our last visit was terrible. On arrival, we communicated how excited we were to have finally arrived for an overdue camping vacation. It was immediately apparent that the service had changed, as it was a cold, unwelcoming greeting, explaining the campground facilities and rules (which we were already very familiar with). A few hours later, we realised that the pool was not being heated, so the following day (after checking the pool output temperature again), we decided to notify the office. The immediate response was unfriendly and confrontational. When I indicated that the pool had always been a highlight of our stay, that the impending rain fore-cast for the following day would also have a negative impact on the pool temperature, and knowing that it takes a significant amount of time for a pool to circulate and warm-up, I indicated that this situation would have an impact on a significant duration of our vacation. Only then was a secondary inquiry made with maintenance services, and only then, did we encounter respect. Instead of receiving excuses, we were told that the pool heater was, in fact, not functioning properly and would be addressed. Efforts were made by the maintenance staff to do so, which was appreciated. While at the campground, I thanked the staff for this. Also during our stay, I was experiencing symptoms of an ongoing health related issue and our family determined that it was best for us to return home. We decided to check-out early (day 4, of an 8 day reservation, that was originally confirmed in January). On arrival at the office to notify them that we were checking-out early, again, I was met with negative confrontation. When an inquiry was made to know why we were checking-out, I was taken aback and somewhat offended by the manner to which I was being treated, so I indicated "personal reasons" as it was a private matter and I did not feel comfortable sharing personal information under those circumstances. The immediate reply wasn't kindness, it was "it's the long weekend and we can't give you a refund". Exasperated, and not feeling well, I left the office. As we were not receiving a refund, and as there was another impending weather issue fore-casted (post-tropical storm Erin) to which the rain had already begun, we packed as much as we could, but decided to leave the trailer on the campsite until the weather cleared and then return for it. On returning home, we attempted to find alternative renters for the campsite (for the long weekend) among our friends/family, but could not. Also on return home, I sent a service complaint letter to New Glasgow Highlands indicating our concerns, but also attaching the reason for our cancellation (which had been requested twice). Attached was a medical certificate, that had been issued by our family doctor, three days prior to our arrival at the campground (as I have had to take an unexpected absence from work). In the complaint letter to the campground, I requested a refund of the unused portion of our stay and an apology for the customer service we received during our early departure. The response was more of the same, and as expected. We received neither a refund, nor an apology. We have indicated to the new property managers that we will no longer be staying, nor recommending, New Glasgow Highlands Campground. We are beyond disappointed in the poor customer service received. There are other beautiful campgrounds on PEI, but we chose to return to New Glasgow Highlands, based on our previous experience. We have always valued the quality of service provided and appreciated the care and attention to the overall guest experience. The previous owners are greatly missed.…