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:07/11/2023

  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.

  We arrived around 3:30pm on 07/06/2023 (Thurs). We were greeted by a lady who gave me the key to Coyote cabin (Loft Cabin 3). I opened the door and realized right away, this was not the cabin we had booked on 08/02/2022. I went back up to the office and explained this was not the cabin in the pictures and the lady at the counter said thats what we booked. I went onto their website and showed her the cabin we booked (Loft Cabin 1 ******** She said I would need to wait for about 10 minutes while ***** gets back to the office. I said okay and went outside and waited. After about ***** minutes, I went back up to the office and tried to speak with *****. I explained to her the situation and she was very disrespectful, confrontational, and kept walking away from me. I asked her how the cabin could be booked when it was available online when we initially booked a year ahead of time. This was for a family reunion, in which was our first time. I then asked again, how is it that the cabin was available online if it was actually already booked for that period, she rudely stated, ILL JUST GIVE YOU A REFUND AND YOU CAN JUST STAY THERE!! WE HAVE NOTHING ELSE FOR YOU. WHATS WRONG WITH SLEEPING ON A FUTON?? THERES PLENTY OF BEDS IN THE ****** After attempting to continue speaking with her (telling her I could not walk up the steps to the loft to sleep on the regular bed, etc.) with no regard to continuing to rectify the situation, I went back outside. I let the family know what had happened and we started to unpack our things in the cabin. Our relative *** went back inside to speak with ***** again. After awhile, he came back outside and said theres nothing she will do for us. After some time, my husband went inside to speak with ***** about getting a refund. He came back outside and said he tried to figure it out but she was yelling at him. Owners have refused resolution at this time. We checked out on 07/09/23, a day early.

  Business Response

  Date: 08/09/2023

  *************************** already went to the Attorney General of ********** and they dismissed her complaint.  She has been unruly with her family members while at the family reunion and has not stopped.  Please read both documents that I have attached and it should clearify things.

  Thank you,

  *********************

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20300706
  
  I am rejecting this response because:

  We had to leave a night early due to the situation. I'm asking for a refund of the last night, not the entire reservation. According to her response, she has defamed my character by slandering my name in response to my complaints and with relatives and providing false statement of facts that caused some type of harm to me towards the situation. She went as far as contacting relatives after my filling with the attorney General and threatened they are not allowed back if I pursue this complaint with anyone. 

  Attorney General did not dismiss my complaint. I simply stated my complaint and received hers, that's what the process is.

  She continues to talk poorly of me for no reason when I'm only trying to resolve the situation and due to the nature of this ordeal and the outcome, I'm only asking a check be sent to my address for the last night we didn't stay. I've never been mistreated so poorly in my life by someone. This all started because I asked too many questions when checking in to understand and get clarification. Instead of taking time to provide excellent customer service and making a customer feel welcome,  I was mistreated and my concerns were dismissed without any reconciliation. I didn't have the option to stay somewhere else as everyone was booked up, I want familiar with the area, and we were over 7 hours away from home.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/28/2023

  I will not refund her the night that she left early for our refund policy is if you cancel with in 2 weeks there is not refund and it was her choice to leave early.

   

  Thank you - *****