ComplaintsforGetaway Cabins

• Initial Complaint

  10/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On October the 8 th I reserved cabin #37 the bliss cabin for October 25-28 three nights,it was represented as a newer cabin. Upon arrival the conditions of the cabin were very dirty, the dishes and cookware were crusty, you can see the frying pans hanging on the wall in one photo, the floor was sticky, all heat/cooling vents were jammed with debris as were the bath and ceiling fan. The toilet had what I thought was rust stains turned out to just be filthy after I cleaned it. The plastic covers on the buttons for the hot tub were totally ripped up and the headrests were also missing. The canopy of the bed was gone as was the rug in the room. The decor includes dusty fake flowers and the DVD player and cable box were totally covered in hair and dust. The loveseat was so broken down that when we sat on it we both rolled to the middle like a taco, also the bar stools were so wobbly you couldn’t sit on them. The gas grill was rusted out which I immediately complained about and they did bring out a brand new grill, unfortunately that’s the only good thing about our stay. It was warm when we arrived but as soon as the heat came on my husband got a headache and I started to feel sick, it had to be from debris in the vents. I was appalled that the “maid” left an envelope for tips because clearly they rely on the renters to do the cleaning. When I called to inform them that we were leaving a day early due to the conditions, they said I should have let them know and they would have come to fix what was wrong, that would have taken a lot of time and intrusion in my vacation, I really just wanted to go home. So we left. I left a message with the receptionist and no one got back to me, I requested that they refund the one night and I have heard nothing, I get that I pay for the nights we stayed but due to the conditions I believe they should refund me for one night. This cabin is not anything like it was represented on the website.

  Business response

  10/31/2022

  We do no feel this guest should be refunded for the day she left.  If she felt so strong that this cabin was not clean when she arrived, it seems she would've called us to complain about it then, not after she got home or was on her way out.  She says she did not want her vacation interrupted, but we could've moved her into a different cabin.  As soon as she called us about the grill, we took her a new one. At that time, she did not complain about anything else that she felt was out of place in the cabin.  We are fair and reasonable, and want to make our guests happy.  We are not in the business to lose customers. She has submitted several pictures.  The vents in question are pulling air out of the room, not sending air in, and during peak season, we don't have time to pull them and clean them all at this time. There is no way of knowing if the dirty grill utensils were after her cooking or from a previous guest.  Again, if they were overlooked by housekeeping, a phone call to the office, and we would have recleaned or replaced them.  We feel this guest "just really wanted to go home", as she stated in her complaint, and didn't want to pay for her last night, so she took pictures of dust in vents, and anything else that put us in a negative light.

  Customer response

  10/31/2022

  I am rejecting this response because: it’s a total lie that air doesn’t come out of the ducts that were clogged with god knows what. You can’t tell me that you don’t have time to change the filter in the air return, it literally takes just seconds. The reservation was made only 2 weeks ago, there is no reason that you shouldn’t refund the money for the night we didn’t stay, your cabin is so run down and furniture so uncomfortable perhaps you should sit on it to understand how bad it is. I left the cabin in much better shape than received, how dare you say anything different. You even had the nerve to send me a thank you email yesterday!!! Clearly you have no idea what is happening at your cabins. I definitely will not except that you won’t refund the night we didn’t stay. I feel you are taking advantage of me and I don’t appreciate being bullied like this, left quietly and asked to be refunded for what we didn’t use unfortunately you didn’t get back to me and I feel like I was forced to contact the bbb since you blew me off, I will continue to work for what is fair and right, shame on you!!! You are very greedy and unfair!!!! I can’t believe that you treat your costumers in this fashion. I am not asking for much, just a refund for the night we didn’t stay, it’s totally unreasonable that I would move all my things to another cabin anyway, there literally wasn’t anything relaxing about this whole thing! 
  

  Business response

  11/04/2022

  Cancellation Policy:
  Reservations that are cancelled more than two weeks prior to your stay, will receive a 90% refund. Cancellations less than two weeks, but more than three days prior to the reservation will receive a 50% refund. There is no refund for cancellations less than 72 hours prior to the stay. We are more than happy to reschedule your stay dates any time prior to two weeks before your scheduled arrival. We are not able to reschedule a stay less than two weeks prior to arrival. Within this time frame, our regular cancellation fee applies. In the event of an early departure, we cannot give any kind of refund. There are no cancellations due to inclement weather. Reservation cancellations due to forced business closure or travel restrictions per state and local authorities will be rescheduled as deemed per management. 

  I am so sorry that this guest received a Thank-you email.  Those are automatically timed and computer generated.  When a guest makes a reservation, they are agreeing to the cancellation policy which is written on the confirmation email at that time.  As stated in the cancellation policy, no refund will be given for early departure.  This guest continues to add minor complaints to bully us into getting her way.  We feel that would be unfair to our other guests if we make an exception to our policy.

   Most Importantly, we believe if this guest was truly unhappy with the cabin when she arrived, she would have let us know, as she did about the grill on day one.  If she would have brought any other issues to our attention, we would have made them right.  We could have upgraded her to a different cabin.    

  It appears she decided to leave a day early, thinking it wouldn't be a problem to be refunded for the day she left and now she is becoming angry as that didn't happen.

  Customer response

  11/04/2022

  I am rejecting this response because: 
  The cabin was misrepresented on the website, not only was the cabin filthy but had several serious and dangerous problems. I did contact them and left a message with the girl that takes reservations they never returned my call, so I wasn’t offered any choice to move to another cabin. They should have called me back immediately but I didn’t hear anything from them at all so my only choice was to leave because the accommodations were unacceptable. I was in the area shopping in Logan hoping to get a call back but I didn’t hear anything until the thank you email on Sunday, that’s when I filed with the bbb. It’s truly shameful that this is the way they do business. I didn’t eat the steak so I don’t feel I should pay for it, again I am only asking to be refunded for the one night I didn’t stay, after all the nonsense that they are putting me through is totally rude and uncalled for. They keep stating what they could have done, but they didn’t get back to me there wasn’t any attempt to offer any resolution. The reservation was made 2 weeks and two days before our stay.
  

*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. ↩