If you see an ExplorUS charge on your statement, it’s from ExplorUS, a hospitality company that operates lodging, dining, gift shops, campgrounds, marinas, equipment rentals, and activities like boat tours at roughly 80 national and state park sites across the country. If you or someone on your account recently visited a national park, booked a cabin or campsite, ate at a park restaurant, or bought something at a park gift shop, that’s almost certainly the source.
Where the Charge Likely Came From
ExplorUS runs concessions at parks including Crater Lake National Park in Oregon, Acadia National Park in Maine, Hawai’i Volcanoes National Park, Mammoth Cave National Park in Kentucky, and Muir Woods National Monument in California. It also operates along the Blue Ridge Parkway and at sites tied to Grand Canyon and Great Smoky Mountains national parks.1Rappahannock News. New Company to Take Over Shenandoah National Park Hospitality Operations in 2027 Starting in 2027, the company will manage concessions at Shenandoah National Park in Virginia as well.2WHSV. New Concessioner Chosen to Operate Lodging Services at Shenandoah National Park
The billing descriptor won’t always read “ExplorUS” exactly. At Crater Lake, for example, the company operates as “Explor Crater Lake,” and other locations may use similar site-specific names.3The Spokesman-Review. New Crater Lake Operator Gets Mostly Positive Reviews The charge could reflect a hotel or cabin stay, campground or marina fee, restaurant or café meal, retail purchase, rental, or activity fee.
How to Match the Charge to a Trip
Check the transaction date and amount against any recent park receipts or booking confirmations. Charges that appeared before you traveled may be deposits: at ExplorUS lodging properties like Crater Lake Lodge, the deposit typically equals one night’s room charge including taxes and fees and is collected at the time of booking.4Explore Crater Lake. Crater Lake Lodge If someone else on your account made the booking, ask them before assuming the charge is fraudulent.
How to Contact ExplorUS
ExplorUS does not publish a customer service phone number or email address. Inquiries go through an online contact form at goexplorus.com/contact-us, where you can select an inquiry type and describe the problem.5ExplorUS. Contact Us For a charge tied to a specific park, you may have better luck reaching the property directly. Crater Lake’s booking and FAQ pages, for instance, are at explorecraterlake.com.
Cancellation and Refund Rules
Refund policies differ by property and reservation type. For lodging at Crater Lake Lodge and the Cabins at Mazama Village, cancellations made at least seven days before arrival get a full deposit refund; anything inside that window is non-refundable.6Explore Crater Lake. FAQ
Campground reservations at Mazama Campground work differently. Cancellations made at least 72 hours before arrival receive a refund minus a $10 cancellation fee and any earlier booking or change fees. No refunds are given for no-shows or cancellations within 72 hours.6Explore Crater Lake. FAQ Refunds are also provided if the park becomes inaccessible or closes due to an emergency.
Disputing an Unauthorized or Incorrect Charge
If the charge is genuinely unauthorized or incorrect and you can’t resolve it with the company, you can dispute it through your credit card issuer. Under the Fair Credit Billing Act, your liability for unauthorized credit card charges is capped at $50, and many issuers reduce that to zero.7Federal Trade Commission. Using Credit Cards and Disputing Charges
To keep your full legal protections, send a written dispute to your card issuer’s billing-inquiries address within 60 days of the statement date on which the charge first appeared. Include your name, account number, the disputed charge, and copies of any supporting documents. The issuer must acknowledge your dispute within 30 days and resolve it within 90 days.7Federal Trade Commission. Using Credit Cards and Disputing Charges While the investigation is open, you don’t have to pay the disputed amount, and the issuer can’t report you as delinquent on that portion of the bill. For a debit card charge, contact your bank directly; the protections and timelines are different.
Who ExplorUS Is
ExplorUS is a privately held hospitality company headquartered in Overland Park, Kansas. It was founded in 1995 as Ortega National Parks, later rebranded, and now manages nearly 80 park concession locations.8National Parks Traveler. New Concessionaire Wants to Take Over Crater Lake National Park Concessions The company describes itself as family-owned and focused on acquiring and improving small to medium-sized park concessions.9ExplorUS. About Us In 2019 it was acquired by Nolan Capital, a family investment firm based in Hermosa Beach, California.10Mergr. Nolan Capital Acquires ExplorUS On the Better Business Bureau, ExplorUS holds a C rating and is not BBB-accredited.11BBB. ExplorUS BBB Profile