Business ProfileforHeartland Cabin Rentals

We rented a cabin from Heartland Cabin Rentals so we could take our grandkids on a short vacation. We made the reservation well in advance (8 months) and got the confirmation for our dates. Five months later we received a phone call from Heartland advising us that the property had been sold and was no longer available. Heartland then offered us another property that did not contain the same number of beds/bedrooms as the property we originally reserved, and it would not work for our family so we declined the property as it wasn’t comparable to our original rental. When Heartland credited back our money, there was a $253.01 discrepancy in what we paid them and what was returned to our account. We immediately contacted Heartland and their response was that since we did not accept the second rental property it was considered a “cancellation” on our part. Had the second property been exactly the same as what we originally rented we would have accepted it - but it WAS NOT. This was in no way a cancellation on our part! We have had trouble renting another cabin in the area to accommodate us due to the short notice. Heartland should give us our entire rental amount back. This is just bad business. We asked that the manager contact us to discuss it, but of course that never happened. I cannot, and will not, ever recommend renting from this company. The partial refund was never mentioned when they were cancelling our rental. I hope this review helps others before being ripped off as we were.

*****

All phone calls are recorded for training purpose and for issues like this. I went back and listen to the phone calls made on Jan 11, 2023 where you booked the cabin and on April 27th, 2023 when you were called about the cabin not being available for your stay any longer and given several cabins to pick from. Per our contract you signed and agreed to states that we have the right to move you to another accommodations if your cabin is no longer going to be available for the time you were coming in which was August. We contacted you instead of just moving you so you could chose another cabin or cancel. You were offered different cabins and you chose to cancel. Per our contract that you signed and agreed to states that Reservation Guarantee and Administration fees are not refundable. You chose to cancel so everything was refunded back except those two fees. April to August is 4 months difference which gave you plenty of time to find other accommodations since you chose to cancel your reservation with us so saying you had trouble finding another cabin does not seem right because there are thousands and thousands of cabin in this area. We have no control over cabin owners selling their cabins or removing them from the program and we do the best we can to accommodate the guest that need to be moved or chose to cancel. Again you were not ripped off and we would never do that to anyone and never have in 30 years of this business. You simply were charged for what you agreed to when you booked the cabin and signed the contract with us.