Complaints

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• Initial Complaint

  Date:09/30/2025

  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 August 916, 2025, our family (4 adults, 1 minor, plus pets) stayed at ***************** Acres in *****************, ***** (reservation #R00000033035). We paid $1,971.54 for the cabin and $516 for a golf cart. We request a full refund of the cabin fees because the property was materially different from what was advertised.The cabin is billed as a premium cottage, 2 bedroom with loft, described as spacious and suitable for 4 adults and 2 children. In reality, the two bedrooms contained one queen bed and one twin cotimpossible to sleep 4 adults. One adult moved a mattress from the loft to the living room floor, and another slept on the couch. The loft was a low-ceiling space (about 33.5 feet high), unusable for the minor, forcing him into the second bedroom, barely wider than the cot inside.Equally troubling was the misrepresentation of the outdoor area. The website shows grassy lawns and open space between unitsa key reason we chose this campground. Instead, our picnic area was a patch of gravel just feet from where cars drove in and out to park beside RVs. It offered no buffer and no resemblance to the grassy space shown online, eliminating a core part of the camping trip experience.The cabins condition was also unacceptable:Stains on toilet lid Broken outlet cover in bedroom 2 Missing lever to adjust shower water temperature Non-functioning Wi-Fi No shower curtain (only a thin liner, though a curtain is pictured online)Damaged walls and moulding Strong musty/chemical odor for several days We sent photos documenting all of the above. We did not complain while on-site because the campground was full and the issues could not be remedied; plus, we saw no cabins resembling the online photos. The campground claims our cabin is a replica of the listing, but our photos clearly show otherwise. They offered 2 nights refund, which does not address the false advertising and poor conditions. We formally request a full refund of $1,971.54.

  Business Response

  Date: 09/30/2025

  I sincerely apologize if you feel the cottage was misrepresented. All of our two bedroom with loft cottages have sleeping accommodations for 4 adults and 2 children (2 adults in the main bedroom, one adult in the second bedroom, one adult on the pull out couch, 2 children in the sleeping loft). The photo on our website is representative of our cottage, L83, which is a replica of the cottage you have rented.
  
  Upon arrival, we do have you sign a Cottage Acknowledgement stating you will let us know of any damages or unsatisfactory conditions so we can immediately address them as not to hinder your vacation with us. I dont see any notes in your account stating you had come to our office and I do apologize if you did and your complaints were not addressed in a timely fashion.
  
  Due to unforeseen circumstances in your trip, I can comp you the equivalent of 2 nights totaling $758.64 back via check mailed to the following address:
  
  Eileen ********
  ************************************************************
  
  Thank you,
  
  ******* *****
  District RV Resort Managers
  Sun Retreats Wild Acres
  Sun Retreats *****************
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  ************ (direct)
  ************ (office)
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