Business ProfileforHocking Hills Serenity Cabins

On 12/5/2021 I booked a the Timberwolf Retreat cabin from Hocking Hills Serenity cabins for a total approximately $804.16 for 2 days/nights, 2/4 and 2/5. We were going up in until this very day until we got a severe storm andHocking county went under a level 3 snow emergency, which you can be arrested for driving in for non-emergencies. We contacted asking about what to do since most of the counties were out of power and they told us that THEY were cancelling all reservations, not us. A voicemail was left and they replied that there are no refunds. I understand that the company offers insurance to cover if we cancel, but not only are we not the ones cancelling, but this is a weather update only provided to us over the last few hours. Not only is the weather bad enough to not drive there, but they also told us they cannot guarantee the cabin is accessible at all as trees are down In the area and that the power is out. Without power almost none of the amenities be available that were promised. We would be without heat and temperatures are going to be below freezing tonight, dropping to as low as 9°. We are not receiving the product we paid for and that is not by our choice. The policy states that if WE cancel there are no refunds, not if THEY cancel. Their policy also states that there is a $1,000 damage deposit is required when it was not for us. The company is picking and choosing what policy to follow. This weather was not something anyone predicted and the company is cancelling this reservation and all others, as they stated. They lose no money here because it couldn’t have been reserved this weekend by another party since they are cancelling them all. Even if the booking wasn’t being cancelled, then you are providing an inhospitable environment that no one can reasonably be expected to stay in. This company is committing fraud and taking our money and refusing to provide the services advertised for the dates we paid for. A refund needs to be provided.