Complaint Cabin was without electricity and water, cabin had not been properly cleaned due to outages, could not use amenities, management unhelpful. My husband and I rented the Rest and Relaxation cabin located at *** ******* ***** ***** ********** ** from Sunday, October 4th through Tuesday, October 6th as an anniversary get-away. As we were driving through the mountains on our way to our destination, wireless service was spotty, I suddenly received a voicemail notification. When I found a place that had service for a moment, I checked the voicemail and the time it was left. At 3:21 pm, the management for the cabin called to tell us that electricity was currently out at all of their cabins due to recent storms but it was being worked on and should be back on in a few hours and that because the power was out the cabin hadn't been fully cleaned but she would return to clean it as soon as power was back on. Please note, I received this call roughly 40 minutes prior to the 4:00 pm check-in time. I wasn't able to call back at that time so we continued on to the cabin and arrived at approximately 4:30 pm. We went inside to check things out and there still wasn't electricity. No big deal, we could handle that for another hour or so since it was still daylight out. After we both used the restroom, we realized there was also no water. Shortly after, the cleaning lady stopped by to apologize about it not being completely cleaned and let us know that she still had to finish washing the dishes, cleaning the bathrooms, and the hot tub. She said she would stop by the next day after the power was back on to finish cleaning. We waited around and just enjoyed the fresh mountain air for a while longer, but as it began to get closer to dark, I decided to call the management. I spoke to ******, and although she was polite she was totally unhelpful and did nothing to correct the issue. She told me that they could not be held responsible for acts of nature and would not issue a refund or discount. I asked her about the situation with the water, which she informed me was out because it is well water and if the electricity is out the water pump doesn't work either. There was nothing about the cabin being on well-water or a loss of water during a power outage in any of the info about the cabin or the rental agreement. She suggested that I go buy some candles for our stay. I explained to her that the cleaning lady had informed me that the power had been out ALL DAY, even their Walmart was closed, and that I hadn't received a phone call until 40 minutes before check-in time. I explained without water we couldn't bathe or use the toilet. She offered to call the Walmart in the next town over to make sure they were open for me so that I could go buy candles and anything else we might need. They offered Travel Insurance in case of a cancellation or whatever. Since she directly refused us any kind of refund or discount, I asked if I could go ahead and purchase the insurance so I could file a claim with them and we could just leave and find somewhere else to stay. She told me no, that because it was past check-in time it was no longer available. I feel as though this was something she could have offered earlier in the day and we could have made other arrangement. Overall, not only are we out the almost $400 for the cabin rental, I also spent $30 at Walmart to buy candles, water, ice, and a cooler for the perishable items we had picked up on our way. I also had to use my gas to drive to the next town over to the Walmart, as well as having to use up cell data from my plan because the wifi was out due to the power outage. We spent the first night at the cabin miserable, but we left Monday morning and found another place to stay for the night. While I understand they can not be held responsible for the power outage, I feel like with the extenuating circumstances more could have been done to be helpful rather than telling me over and over that she "understood my frustration."
Desired Settlement I would be satisfied with a full refund for the cabin rental including all taxes and fees.
Final Consumer Response After a few phone calls and emails, we came to an agreement that satisfied both parties. They offered us a future 2-night stay at the cabin in which they will cover the rental and cleaning fees. We accepted this offer and consider the matter closed.
Complaint We rented a cabin from Cedar Creek Cabin Rentals in January 2015 for a short vacation. **********-#455. When we arrived at the cabin about 6:30 pm, we did as they asked and walked through to make sure everything was working. The heat was not on and the Jacuzzi that they advertised was cold as ice. We called as instructed and was told that a maintenance man would be there shortly. Never arrived that nite and we heated the cabin with the stove. We called again the next morning and was told to call the maintenance man ourselves. After 2 more phone calls, the maintenance man came and said there was nothing wrong with the heat. Well, that was because by that time we had gotten firewood for the fireplace, but it did not heat the upstairs bedroom. Maintenance man told us that he knew the Jacuzzi wasn't working. He offered us another cabin, but we had already unpacked thinking things would be fixed. With only 1/1/2 days left, we did not want to pack up and leave. He came back later that evening and pretended to fix the Jacuzzi and it never did heat up the whole time were there. The Jacuzzi on the balcony looking over the mountains was one of the reason we rented the place.Maintenance man came back the next day and assured us that some would be taken off our bill for the heat and Jacuzzi not working. He never quoted an amount, but by this time, I did not believe any thing he said anyway.Well, my bill has arrived and they did not take a dime off the $559. we payed to get away for a few days.I wrote the rental director ****** ******** and the owner of the properties, *** ******* and expressed our disappointment and we felt like we were lied to and mislead.I write reviews on all the places we go but could not find this business on any of them. I read the testimonials from the site itself, and did not find any negative ones. So, I thought we were going to have a nice little trip in the Georgia mountains in a cabin.The maintenance man lived in a cabin right up the hill. He walked there .
Desired Settlement I would like for them to compensate us for the items that were not working like the maintenance man said.
Business Response Contact Name and Title: ****** *******/office man Contact Phone: ************ Contact Email: ******************* Mrs. ******* called and *** responded the next day about issues with Jacuzzi and the heat,We did offer her to move to a different cabin per our rental terms and she declined,as some times issues that occur cannot be fixed right then , Cedar Creek credited her card back half a nights rental 64.50 on Feb. 18th .
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) After three phone calls, *** finally came. I do not wish to pursue any further. If they can live with the fact that they did not do anything, to make sure we were satisfied customers, then let it be so. I'm sure we won't be the only one-time visitors to their business. I am also sure that this is the reason they are not listed on sites like Trip Advisor and others, so more like me could let others know about them. Once again, yes they offered to move us, but it was late and we had driven 6 hours. *** TOLD US that he knew the Jacuzzi was not working when we rented it, but they rented it to us anyway. If our problems had have been addressed in a timely manner, and more concern was shown for them failing to provide what we paid for, then I never would have filed this complaint. Thank you BBB for addressing my complaint. Thank you at least making this company on the watch for their business practices.
Complaint I rented a mountain cabin through this company. Everything about it was annoying. When we checked in, the lower door had shattered glass. We immediately contacted the emergency # and were assured "someone would be sent out" the next day." The next day, no one showed and I had children and pets arriving where I was concerned about stepping on glass. I contacted them again and no response.Then the AC stopped working. Though they explained it as our fault - "we set the thermostat below 70 degrees," the real culprit was the filter had become dislodged.The TV was also not working and I added it to the list of calls for service. This was never resolved during our stay and though it seems trivial, it was a big deal to us as we were renting the cabin hoping for stress relief and relaxation (my sister has just been diagnosed with cancer) and the TV was an important distraction.Otherwise, everything was less than advertised, and annoying. Though perhaps "trivial," the sum total added up to major disappointment. There were no paper towels, linens (for which we were charged an additional $15/day per person) consisted of 4 towels and washcloths for 8 people - not even a bath mat, the lockbox combination took over an hour with 4 different people trying to enter it, pillows were "icky," "starter" supplies were even more minimal than advertised, and on and on. Nevertheless, the cabin itself was beautiful, the location perfect, and exactly what we wanted. It is the management that is horrific. Product_Or_Service: cabin rental
Desired Settlement According to their website promise, I want"Satisfaction guaranteed. If you book your stay with us and you are not happy with the cabin for some reason, well offer you another cabin that might suit you better. If that is not possible, we will offer you a full refund."We weren't offered another cabin. I want the full refund-including all my payments to them, pets, additional guests (over 4-I only had 6), ins, and any other $ I paid them for this misadventure - I am no longer willing to settle
Business Response We at Cedar Creek Cabin Rentals strive to make sure that our guests are well taken care of. In this case, the guest feels that she was not taken care of and it interrupted her vacation. For those inconveniences we have offered the guest a full refund and hope that she will return in the future to give us another chance to make her vacation perfect.
******** ******* Cedar Creek Cabin Rental
Final Consumer Response The business' owner was very diligent about acknowledging the situation and making things right. I consider this commendable as I realize things do happen. When they do, the best that can be done is to devote efforts toward making them right. *** ******* certainly did in this situation. Also, to be fair, the nature of my expectations was undoubtedly clouded by emotion and some family dynamics going on at the time. We rented the cabin to get away due to a precarious family situation.
Complaint Rented a cabin in the month of October. The Cabin location, dangerous driving conditions would not allow us to begin the vacation. No fault of us. The location the Cabin was off a dirt road which had inlines of those that could reach 90 degrees or more. The instructions did not communicate that you would defiantly not be able to reach the destination by car and nor did they provide the conditions of the road. During the attempts to reach the destination of the cabin there were several cars stranded because of the driving conditions of the roads. Residents in the area communicated that it was very well impossible to reach the top of the mountain by car. They communicated they could only get up the mountain by truck. Not wanting to loose our funds, we tried for over an hour and a half to get up the mountain. This was a very dangerous attempt, dark, spinning out of control and sliding back down the mountain all on gravel road. When tried to reach the owners, we could not because they did not answer the phones after hours. When ask for some type of refund, it was communicated that no refund would be given and a discount could be given for another Cabin. I think this is absolutely ridiculous. Spending 800 in fees for this vacation and was not able to begin because of the conditions. This was no fault of ours. The lack communication is the concern here. There was no way we could have made it to the top of that mountain. It should have been communicated that the entry of the Mountain from top to bottom was gravel and you could reach inclines of 90 degrees or better, and it would be very beneficial for you to have transportation conducive to driving. For as offering a discount on another Cabin, that is unacceptable, based on their dealings and lack of communication for the destination and caring of their customers, I would have the options to pass on this offer. This is very bad business and lack of concern for the safety of their customers. The audacity to keep someones hard earn money, its like they stole it, with no regards.
Desired Settlement I do not want a discount on another property, I would like a refund. Their business practices is unacceptable.
Business Response December 9, 2014
Cedar Creek Cabin Rentals, LLC **** ******* Avenue ******** GA XXXXX-XXXX
Dear Mrs. *******,
It has been brought to our attention your desire for a refund for your reservation with us. We apologize that you had to forego your stay at our property because of the condition of the roads leading to the cabin. It would have been our pleasure to serve you and we verified our desire to serve you.
It is not our policy to offer refunds based on road conditions, because we are not privy to the constant change in those conditions, nor are we in control of or responsible for any of the roads leading to our properties. The roads leading to our cabins do not belong to Cedar Creek. We are only accountable for the property/cabins that we are contracted under. Hence it is important that all guests elect to have travel insurance. Please confirm to us your travel insurance coverage regarding this reservation.
It is our policy to offer a free night's stay in a case such as yours, and we would again like to offer you that option. We are very sorry for your experience while attempting to reach our cabin. Please let us know if you would like to make another reservation with us and we will be delighted to accommodate you.
***** ******* Admin. Assistant Cedar Creek Cabins, LLC
Complaint Last February considerable personal property was taken from locked storage in our cabin, managed by Cedar Creek. The manager, *** *********, assured us we 'd be compensated for our loss, approximately $1100. To date, we have not been fully repaid and our requests for payment get us nothing but promises.
Desired Settlement Simply pay us the balance owed.
Business Response September 24, 2014
Cedar Creek Cabin Rentals, LLC 3165 Leconte Avenue Atlanta, GA 30319-2435
*** **** **** ******** Lane ******** ** XXXXX-XXXX
RE: PROPERTY LOSS AND BBB COMPLAINT
Dear Mr. ****,
It has been brought to our attention that there were personal items of yours that you acknowledged as missing during your stay in one of our properties. While we are very sorry for this unfortunate event, Cedar Creek Cabin Rentals is not liable regarding this issue, as our written Rental Agreement states.
***** ******* CCCR Assistant
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The response from Cedar Creek Cabins did not at all address my complaint. They responded generically as if I was someone who had rented a cabin from them.I dont think the person who responded to me had even read my complaint and I even sent her an email to that effect. In fact, I am the owner of a cabin they used to rent and had $1100 worth of property stolen from a locked storage closet within the cabin which the manager, *** ********* agreed to reimburse me for. I have emailed documentation including emails and copies of money orders and the envelopes they came in which *** ********* used to partially repay me.
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) As I pointed out in my response to their initial response dated 9/24/13 I am NOT one of their renters but a CABIN OWNER whose cabin they rented. They still don't seem to have grasped this basic fact. Therefore, I am not a party to their agreement with prospective renters that they have posted and used to replyCedar Creek Cabin Rentals - Rental Terms and Conditions. This represents an agreement between Cedar Creek and their renters.
Our storage closet was broken into and I immediately informed *** ********** If he chose not to file a police report or attempt to enforce the "Cedar Creek Cabin Rentals - Rental Terms and Conditions" that's negligent but not my responsibility.
As to the assertion that *** ********* does not represent Cedar Creek, that is ABSURD! He is the ONLY employee of Cedar Creek that I have ever met and the ONLY one I'd EVER communicate with when it came to operational/ normal business matters.
Final Business Response Our contract signed by Mr. **** is very clear that Cedar Creek Rentals, Inc. is not responsible for stolen items from properties that we manage. 11. Agent will inspect cabin after each use by tenant for hazards and missing or damage. Agent will not be responsible to Owner for missing or damaged items; however, Agent will make every effort possible to collect from tenants any fees covering damages. Owner and Agent will jointly determine whether any legal action is necessary against a tenant and will be jointly responsible for the cost incurred.
This is clearly an insurance claim on Mr. ****'s part. Our stance is that he should simply file a claim with his insurance company.
Complaint We severed our relationship end of May 2014 they rented our cabin . Never got a final accounting despite repeated requests. They sent regular month Never got credits for work we were billed for that was NEVER done. Also, their negligence caused unnecessary repairs to hot tub and other equipment.They overfilled the hot tub and caused pump to short out.
Desired Settlement payment for hottub repairs and refunds for work billed but not performed; $112.13 +$20.
Business Response We would like to resolve this issue. ****** will contact you about the accounting billing and collection issues.
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