Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 20, 2025 I received email confirmation from Nature's Harmony they received my final payment via transfer to Nature's Harmony for a stay July 2-7, 2025. On June 21, ********************************************* the evening. I emailed the owners of the rental/property hoping they were all right on June 22. They replied yes. Everything is fine. On June 23 I emailed for clarification to understand devastation. "Will I be able to access the surrounding parks to visit and kayak at?" plus other questions. June 23 they responded :Everything will be fine and all waterways will be accessible". On June 27 was speaking to therapist who lives near ******* and she informed me Nature's Harmony lied to me. That ****** ************ was closed and there were downed trees on roads and possibly waterways once they can check. I emailed Nature's Harmony asking if SDC park was inaccessible and concerned I won't be able to access parts of ******* I planned for. Also the Park was my launching point due to physical disabilities. They wrote back "I really can't see how your stay would be impacted unless you were planning to visit ****** **************************. I had notified her and this was her confirming the barrier/impact on me. We went back and forth. She asked me for kayak routes and said most will be doable. Yet how? I shared how physical and a mental disorder impacts me and I am unable to do this trip. She shared business financial woes and how she had to borrow money and husband was away. She wouldn't negotiate a financial resolution. I offered $400 and she was sticking to storm was unfortunate yet we have a 14 day no refund policy even though it was an act of God and confirms the impact of Park closure on my trip. Owner kept coercing me to attend and that took a week. She didn't repost the accommodations until a day before I was to arrive. Now she is offering me a $700 for no services, a lie and to keep her financially afloat.

  Business Response

  Date: 04/07/2025

  Thank you for the opportunity to respond to this complaint regarding a cancelled reservation from ****** ********* for the dates: July 27, 2025.
  
  The guest booked a 5-night stay at Natures Harmony Ecolodge, paid in full via e-transfer, and then cancelled within our 14-day non-refundable cancellation window, due to concerns after a regional storm.Please note that our cancellation policy is clearly outlined on our website and we shared this policy with ****** at the time she initiated the actual cancellation on June 28th. This policy is standard among small tourism operators,particularly for peak-season bookings.
  
  We are located in a large rural region, and while the storm on June 21 did cause damage in some parts of the ******* area, our property was not impacted. All onsite amenities remained fully operational, and the areas waterways are still accessible. We provided accurate and timely responses to the guests questions regarding the storms impact. We also confirmed that the town of ******* had reopened and that closures were limited and localized.
  
  When the guest expressed concern about the viability of her paddling routes, we consulted with Algonquin North Wilderness Outfitters in *******, a trusted local paddling outfitter, to confirm up-to-date conditions.Most of her desired paddle options remained viable, with minor adjustments,including alternative launch points.
  
  The guests primary concern became the closure of ****** *************************************, which she had intended to use as a launching point.Her original planned route a return paddle from ************** to ********** is not viable in that direction, as it involves paddling upstream and navigating multiple rapids and waterfalls. This route includes up to 7 portages (one-way), depending on water levels and paddling skill. Given the guests self-identified physical limitations and her note that she could not manage more than a small portage, this route would have likely been unsuitable even without any storm-related disruption. This raises concerns about the overall credibility and feasibility of her planned trip, as it would not have been a realistic or safe undertaking for her under the best of conditions.
  
  Despite the fact that our operations and accommodations were unaffected and multiple suitable paddling routes remained available the guest insisted on cancelling as per her email on June 28th. As a gesture of goodwill, and despite being under no obligation to do so, we issued a 50%refund.
  
  The guest has also stated we did not relist the accommodation in a timely way. This is incorrect. The dates were relisted on June 29, the day after we were informed of the cancellation. The listing was made available as early as possible given the situation.
  
  We have acted in good faith throughout this process and responded with professionalism, compassion, and flexibility. We are attaching the complete email correspondence for your review, which clearly shows our efforts to communicate honestly and accommodate the guest's concerns within our policies and operational reality.
  
  Sincerely,
  
  ******** *******
  Owner Natures Harmony Ecolodge
  
  Email: ***************************************************************************************************
  Phone: ************
  

  Customer Answer

  Date: 07/07/2025

  Complaint: 23550060
  
  I am rejecting this response because:

  1. On June 23 I reached out again asking about access to surrounding parks to visit and kayak at. News reports were saying a lot was inaccessible.  I wanted clarity of the state of the area. Nature's Harmony assured me all waterways were accessible. This is where it is confusing.  Why did they say everything is accessible when they knew it wasn't? Why lie? Since they shared they are having financial difficulties and had to borrow money from their parents is that why they misled me? Were they trying to lure me there by saying they are sure I will have a good time? My concerns were for my safety. I would have cancelled immediately on June 23 if *** was honest and upfront with me. Instead she wanted the income and was dismissing my safety. That would have provided us with 10 days to rebook and both profit. However they reposted the accommodation after everyone enjoyed the long weekend missing out. Yet what was it to them? They had $700 in pocket and rented it out although I have no idea for how many days. I lost $700 and a Canadian summer vacation.

  2.  On June 27 is when someone we both know asked me if I was still going and asked had I talked to *** due to state of waterways and area.  I reached out, in the email thread *** attached, and they responded. Not directly yet indirectly saying that ****** ************ Park was inaccessible as that would impact my vacation.  Two of my routes were to launch from ****** ************. provincial parks are a safe space for me. I trusted *** when she said she knew the routes and spoke with Algonquin North. I was wrong about that too. Attached is an email communication from Algonquin North and them confirming the one and only route I discussed was inaccessible and suggested launching Kiosk which is a 51 minute drive one way from Nature's Harmony. That email is July 6, 2025. The routes are still inaccessible. Did she really speak with them?  I've attached an article on June 27 with paddle and waterway warnings. I kept watching.

  3. My safety concerns were heightened when on June 27 email thread *** informed she was dealing with washed out roads due to rains.

  4. I was reading fbook posts and listening to other paddlers who tried to paddle the area. They were honest and upfront with me as they had nothing to lose and kayakers take care of each other. We rely on each other for safe paddles. I bumped into a paddler I knew who was in ******* area and knows my limitations and stated not to go. What *** was saying was not true.

  5. I kept checking Nature's Harmony website and saw the Pacific Yurt was reposted for rental on July 1. On Friday July 4 I sent an email to *** noticing the accommodation had been rented although I do not know for how long.

  I do not trust their word. I believe they needed the reservation/monies and ignored and dismissed my safety concerns. If the Storm happened earlier than 8:00pm on June 21 and I became aware of it I would have reached out. However the act of God did not happen in time for the 14 day policy.  I did offer them $400 upfront to keep which they responded was not enough and would let me know about an offer after they completed payroll. What did payroll have to do with the refund offer?  It had to do with them making sure their business was safe. 
  
  I believe my initial offer of them keeping $400 was generous. An Act of God is out of our hands and when a person's safety is at issue it's best to be honest and upfront. ***** practice was deceptive. It seemed manipulative trying to get me to believe it was a safe space for me and I would still be able to paddle what I wanted with accommodations instead of the reality of the experts, news reports and paddlers on the waters.
  
  Sincerely,
  
  ****** *********

  Customer Answer

  Date: 07/07/2025

  This is photo I took on July 1 after 4:00pm. I checked every day to see when *** would repost the accommodations. It was not before July 1.

  Business Response

  Date: 11/07/2025

  Thank you for allowing us the opportunity to provide a final response regarding this matter.

  Please note, the guest submitted additional documents, including a message from ************************** and a flood watch bulletin dated June 24. We would like to address these as well as provide further clarification.

  Regarding the Algonquin North Outfitters message:

  The guest inquired about a shuttle-assisted paddle from ********** to ************** and received a reply that the park might reopen in mid-August, with a recommendation to paddle elsewhere for shuttle services. However, its important to note that this message was sent on July 6, after the guest had already cancelled and after we had referenced Algonquin Outfitters in earlier correspondence. This appears to be an attempt to retroactively substantiate her cancellation rather than reflect prior planning.

  In fact, in her own earlier message, the guest clearly stated her original intention was to paddle from ************** to ********** and back a return trip with no shuttle. This route is upstream, includes multiple rapids and waterfalls, and involves up to 7 portages each way (potentially up to 14 in total depending on water levels). ******************** recommends this as a one-way paddle from ****** to *********, with a shuttle, not the other way around.

  Its also important to reiterate that the Pimisi to Champlain route is a physically challenging paddle, even in ideal conditions. Based on the guests own statements of physical disabilities including her note that she could only manage a small portage  this specific route may have been unsuitable regardless of the storm. I also shared this concern with her via email. As someone who has personally paddled this route multiple times, I can confirm that while it is scenic, it includes a number of short but challenging portages some of which are steep and uneven. Unless the guest was planning to paddle through the majority of portages which would be unsafe in certain areas due to rapids and falls and certainly not possible upstream this route would not realistically align with the physical limitations she described.

  Regarding the flood watch bulletin from June 24:

  This notice was issued over a week prior to her scheduled arrival. It stated that water levels had peaked and were expected to remain high temporarily which is not unusual after significant rainfall. The advisory did not indicate that paddling was unsafe, nor did it restrict water access. We consulted with local outfitters and confirmed that most paddling routes remained accessible and safe, with appropriate route selection. Please also note that the micro burst storm hit a very localized area.

  Cancellations and Our Policy:

  The guest formally cancelled her booking on June 28, just five days prior to her scheduled arrival well within the non-refundable window of our clearly posted cancellation policy. Despite this, and despite our property being fully operational and unaffected by the storm, we issued a 50% refund as a gesture of goodwill.

  We did our very best to accommodate the guests concerns, offered to help coordinate alternative routes and access points, and communicated openly throughout. Two of her three paddling options were viable. The one on the Ottawa River via ********** was completely unaffected. The second route from ************** to the Ottawa River could have been coordinated with a drop in point a little further up the Mattawa River where the storm damage was not significant. Her third chosen route, as described above, was both impractical and inconsistent with her physical limitations. A single regional park closure does not justify cancelling the entire stay, especially when other paddling options were available.

  To provide a relatable analogy: this situation is comparable to a guest booking a resort vacation and cancelling the entire trip because one snorkel site, out of many, was temporarily closed due to ocean conditions. While disappointing, it would not justify a full refund for accommodations and services that remained available and unaffected

  We believe we handled this matter with integrity, fairness, and professionalism. We trust that the information and documentation provided offer a clear and accurate account of the situation.

  Sincerely,

  ***
  Owner Natures Harmony Ecolodge

  Customer Answer

  Date: 11/07/2025

  Complaint: 23550060
  
  I am rejecting this response because:

  Nature's Harmony unethical business practices included misrepresentation and exploitation of a vulnerable consumer. Under the Consumer Protection Act, 2002, and the Competition Act. The misrepresentation began the day after the stormburst.  I reached out to inquire about their well-being and access to Parks waterways. The first response misrepresented claims about accessible services that were and are not true to date deceiving me (confirmed on July 6 email to and from Outfitters. They stopped service on that route due to inaccessibility and the safest route in the ******* area they are supporting is a two hour return trip. I reached out on July 6 for something in writing to prove the Nature's Harmony  misrepresentation is true and done with intent). Nature's Harmony failed to disclose important information that had a huge impact on my inability to enjoy a kayaking vacation.  All the close and local routes I planned for were not being recommended by the local Outfitters. They were recommending a route an hour's drive away, one way. I would of chosen another business to stay at knowing this information.

  If it would have been a true representation of the Parks and waterways I would have cancelled asap providing 11 days notice. However the business kept the misrepresenting practices going.

  I learned the true representation from a mutual friend on June 27 and this is when I disclosed some private information about my disabilities. However my medical health is my responsibility to manage safely. Again if Nature's Harmony would have not misrepresented the environment and discussions they have with the Outfitters I would of cancelled asap knowing instead of a 13 min drive to the Park to launch it would be a 51+min trip one way I would of known how inaccessible that would be for me and my condition.

  I am a vulnerable consumer and meticulously plan ahead and investigate thoroughly before investing my hard earned money into a business. My choice to continue the trip on June 22 was based on a misrepresentation by the business in an effort to save their business and not incur further financial distress that my kayaking trip was still accessible. Granted they did and do not to this day fully understand me, yet did know the routes I planned out were inaccessible and that the storm would impact my stay.   Their misrepresentation is why we are here. Why I didn't cancel 11 days in advance to provide a good amount of time for the business to rebook. 

  It is also important to understand their 14 day policy was brought into play by the business on or about June 28 when I emailed them informing them I bumped into a paddling friend who was in their area and confirmed the business misrepresented the storm's impact on my trip. They day I formally cancelled as my safety was being compromised due to the financial stress and misrepresenting business practices.

  I did believe the offer of $400.00 I made was generous due to the business misrepresentations yet now I am reconsidering that and asking for a full refund.

  Thank you

  ******

   

  Customer Answer

  Date: 14/07/2025

  The business clearly misrepresented and I will endeavor to make it clear thatBBB and the business support misrepresentation of business