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BBB Accredited Business since

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Description

This company offers cabins & cottages rentals.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Hummingbird Hill Cabins meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Hummingbird Hill Cabins include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

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Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 0
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Hummingbird Hill Cabins
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: September 18, 2009 Business started: 10/01/1999 Business started locally: 10/01/1999
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Robert Strait, Owner Ms. Anne Strait, Owner
Contact Information
Customer Contact: Ms. Anne Strait, Owner
Principal: Mr. Robert Strait, Owner
Business Category

Cabin, Cottage & Chalet - Rentals Resorts Vacation Rentals

Alternate Business Names
Hummingbird Hill Ltd.
Industry Tips
Vacation & Travel - BBB Tips

Additional Locations

  • 9654 Buckeye Rd.

    Sugar Grove, OH 43155 (740) 380-3242

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Complaint Detail(s)

5/11/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Booked a cabin for August around 3/20/12, had to cancel due to some conflicts with work schedules somewhere around 4/9 or the 10th. They refunded $310 of the $360 I gave as a deposit. When I noticed this I called back and talked to a woman asking if the cabin was still available and if so could I re-book it and get my $50 back. She said it was still available and NO I could not get a refund. First I signed nothing stating they could keep $50 cancellation fee, and second the owner via email after I wrote to him telling him how disappointed I was that they wouldn't work with me on this told me that the confirmation I was sent after I booked told me about this policy, to me that is a little to late to tell someone about it and that more or less if I would of been nicer in my email he would of returned it but not now. I think it's just good customer service to work with people for a resolution.

Desired Settlement: DesiredSettlementID: Other (requires explanation) My $50 back and I just want other people to know that when they call in a reservation they are going to charge you $50 to cancel which they should state up front, and it's just good customer service to refund that money if the people want to re-book as to not lose it.

Business Response: Like most vacation properties, we have a cancellation fee that is clearly posted on our website. This is a very standard fee in our industry. The reason for the fee is simple: it costs us money to process a reservation, and more money to cancel it and make refunds. Further, we are not like the ****** or the ******** -- when someone rents one of our cabins, we pull it off the market and hold it for the people who reserved it. We do not overbook. During the time that the reservation is pending, we may miss other rental opportunities. Again, the cancellation policy, including the $50 fee, is posted on our website. The website is the only marketing we do, so the customer had to have seen the website (and the policy) in order to find us in the first place. Finally, we certainly do discuss the cancellation policy with many of the people who call to make a reservation. And if the customer had any questions about the policies posted on the website she certainly could have asked. We generally are flexible, and will work with people when they politely ask to discuss a situation. However, the customer's email to us complaining about the fee not being refunded was angry and confrontational, and threatened us with complaints and a You Tube video castigating us. We replied explaining the policy, but received more vitriol in response, so we chose to have no further contact.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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