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:09/12/2024

  Type:Facilities Issues
  Status:

  UnansweredMore 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.

  We stayed at their house, "Wine Not", in ************** for 3 nights from Friday, 8/30/2025, to Monday, 9/2/2025, for a total of $2769.59. When we arrived on the evening of 8/30/2025, the sheets were not changed in any of the beds, there was no one for us to call to change them, and there was no extra bedding available. The kids bunk beds were especially dirty and foul smelling. The first night was disgusting, unpleasant, and not at all restful for any of us including our young children and our elderly parents. We would like to request a refund of the first night only of $923.20.We have been advised that we could ask for more due to the emotional distress caused. However, we believe that a 1 night refund is fair and we are not asking for more than that out of good faith and a desire to not have to spend any more time pursuing this further.Finally, we did request this from them directly on the morning of 8/31/2025 but they declined which is why we are now pursuing this avenue.

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair 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.

  Pictures do not show true setting! Grounds not kept up or welcoming. Can not enter house or exit from front door and greeted with old dirty doll buggy and creepy doll, had to carry luggage to backyard down gravel driveway to get in house and back patio looks like a storage space for old dirty furniture. Then entering house a hoarder disaster!!! Dead cockroach, spider webs everywhere, and mouse or rat droppings heavy!!!!!! Tub not clean to bath in towels did not smell good and well used. Tried to plug in phone charger in kitchen and got shocked and few plug in outlets and not up to code around sinks. Would not use a single glass in kitchen all look like hadnt been washed in long time. Couldnt even set luggage anywhere or set comfortable any any chair. Love old houses and there furniture but this place is just a unclean hoarder house, shouldnt charge anyone to stay in. Management said would send cleaning out but that wasnt going to be acceptable because property should be clean when arriving and that could not be cleaned in a day. After many calls while in ************** to management they refunded me half of charges but still cost me ****** for one night of terrible environment to stay in. Found one night to stay in hotel in ************** and left because of this just ruined a trip that been looking forward to since Sept. and need some relaxing time after my mother had just passed the week before. Management reply that chemicals are doing there job on bugs and I refuse cleaning while theyre and not wanting to give me a full refund. They really did not seem concerned about the matter at all . Tied to call and talk to them after returning home and have not been called back by management.

  Business Response

  Date: 12/13/2022

  We offered multiple times, but guest refused to let us in the house to view or address any of her complaints. She stayed at the property for 1 night, but we made an exception to our cancellation policy and immediately refunded her 2 nights out of the 3 nights she had booked although she did not follow house rules and allow us over to the property to address any of her concerns. We have had no other complaints similar to what she was describing at this property. 

  Customer Answer

  Date: 12/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 01/12/2023

  Complaint: 18568062
  
  I am rejecting this response because:

  
  I do not accept not getting a full refund! We had to stay in property for one night because of no where else to move to because all lodging was booked because of parade that night, I even asked if they could move me to another one of their properties. It was a terrible night of no rest. I did not agree with them coming back out to clean because that couldnt happen in the time we had booked the home. Pictures show this would take considerable time to clean and a crew to get this home cleaned! Properties should be clean upon your arrival, not when you are there!!  I was also told chemicals are doing the job since ***** was dead, but mouse droppings and many spiders webs is unacceptable to be staying in that home to charge so much!! Thank You ***************************

  
  
  Regards,
  
  ***************************

  Business Response

  Date: 01/12/2023

  We refunded the guest for their entire stay except for the night that her and her friends stayed at the property. We asked the guest multiple times if we could go to the house and remedy any issues that she had with the house. She declined every single time, so we generously let her check out early and refunded the nights that she did not stay although she was responsible for her entire stay. We would not be willing to do anything more.