ComplaintsforThe Chalets on Lake Muskoka

• Initial Complaint

  26/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Our family booked a vacation with Granite Ridge Muskoka. We made the reservation on 31 March 2023 online, for our stay 20 Aug - 27 Aug 2023; directly through the Granite Ridge Club Muskoka site. The reservation was routed from the site through to the property management company ***** **** *******. Checking in Sun, Aug 20 2023 Checking out Sun, Aug 27 2023 we Paid $1,196.25 via credit card, transaction ID **************************** We later received notice from the owner of Granite ridge; ****** ****** that the reservation was cancelled due to unforeseen circumstances on July 2nd and that a refund would be issued for the deposit. On July 3rd, we reicved an email from the property management company- ***** **** ******* indicating that the cancellation was the fault of the owner, and that they were looking into this information. I later received a request for banking information from a ***** *********** company to wire transfer me the refund on 7 July 2023. Information was provided for the refund and promised within 5-10 business days. This has not yet been received. I also spoke to the owner- ****** ****** who indicated that she was unable to provide the refund, and that the refund would come from the property management company who has been unresponsive in all of my attempts for follow up. I was also advised that the PM company is also suspected to be fraudulent, and I was advised to keep an eye on my credit card. We have since been experiencing issues with suspicious activity in our banking accounts, and have STILL not received our refund. Regardless of the relationship between Granite Ridge and ***** **** *******, the onus should be for the company (Granite Ridge) to issue its customers a refund for the services that were not provided, regardless of loss to the owner as best business practice.

  Business response

  06/08/2023

  We have been in contact with ***** and have assisted her in obtaining a refund from our prior property managers who accepted her funds on our behalf and did not return them in a timely fashion when instructed to do so. 
  

  She has received her refund and communicated she was satisfied with the outcome. 

  Customer response

  08/08/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20379456, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****** ******

• Initial Complaint

  09/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have tried to book a cottage with Club Muskoka in Gravenhurst Ontario for August 2023. I tried to book through their website **************, the cost listed there was $2055.75 tax included. There was problem with the booking system with their website, therefore I emailed them and they tried to call me, and then I call them back. The call was from a company called ***** **** ******* (it is the company which manages this cottage, and I eventually found out that they are in Texas USA). The person from ***** **** ******* helped me to complete the booking by taking the credit card payment over the phone on 2023/02/05. Later when I checked my credit card bill, I found that they charged me $2829.34, and I then discovered that they charged me US$2055.75 instead of CAD$2055.75. I have told them on 2023/02/13, they agreed to refund me. I received the refund on my credit card on 2023/02/16 but the refund amount was only $2783,36, which is $45.98 in difference. I have tried to contact them regarding this, they have never responded to me anymore. Also they have agreed to refund me the long distance call charge of $48 plus tax ($54.24 tax included) which is involved in the booking process, but the refund has never happened. This is totally unacceptable for them for not responding to my correspondence, and that they put a US$ cost on a Canadian website ********************, we thought it was a CAD$ cost, this is not a honest business handling. And they have not refunded to me the correct amount. The contact information I have for ***** **** ******* is ************* ************* ************************** ***** ******* ** ************************

  Business response

  24/04/2023

  Hello ******:

  As communicated previously, Club Muskoka was in the process of switching booking systems and unfortunately that resulted in this error. ***** **** ******* is the property management company and has mailed a $50USD Visa cash gift card to you on February 17, 2023 to cover the expense of your long distance charges (back up attached). We left you a message today to inquire on your email address to receive e-transfers. Please confirm your email and we will transfer another $45.98 to account for the difference in exchange rate at the time of refund. Please note that as the booking system was being switched, at the time it was charging bookings in $USD and you were refunded the same $USD dollar amount ($2,055.75) that was charged. As we can not refund you more that what you paid in $USD (refund document attached) we will make the above transfer in $CDN for the difference in exchange rate in order to bring this matter to an end.

  We trust this closes the compliant, again we apologies for the inconvenience.

  Club Muskoka

   

  Customer response

  27/04/2023

  
  Complaint: 19562333
  
  I am rejecting this response because:

  I have received the refund of $45.98 on 2023/04/25. But I have not received the USD$50 Visa gift card that they said they have mailed out on 2023/02/17.

  I have followed up with them for a few times in March 2023 and they have not responded to me, that is why I reached out to *** for this complaint.

  They have never told me that they will mail me a gift card.

  I am waiting for them to refund me the long distance phone charge incurred in that booking.

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

  Business response

  02/05/2023

  We have followed up with our property manager to track down the $50USD gift card that was sent to you in Feb 2023.
  Unfortunately, as this is a regular Visa, prepaid gift card, there is no way to track the shipping of it to your address.
  Therefore, in an effort to close this matter, we have etransfered to you today $54.24 CDN to cover the cost of your long distance calling.
  As noted to you previously, our property management system now has a Canadian phone number to correct the long distance charges if our guests need to contact our property management team directly and our pricing for accommodations is now in $CDN.
  Again, we apologise for the confusion as we were rolling out our new system with our new property management team.
  
  *******, I assume this concludes our file with the *** as we have satisfied all requests for compensation from the complainant.
  If you can document our file accordingly as I was unable to see where I can note comments on the *** system.
  
  If there is anything further, either of you require on this matter please let us know. 
  We will consider this matter concluded on our end at this time.
  
  Thank you.
  
  Club Muskoka Team.
  

  
  

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