ComplaintsforCedar Ridge Ranch

• Initial Complaint

  09/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/26/21 I made a reservation to stay at cedar ridge ranch on 9/6/21 to 9/8/21. A two night stay. When booking the ranch charged the full amount for the stay. On 9/6/21 my self husband 5 year old daughter and 11 month old daughter arrived for our stay. There was no one working to check us in or show us around like advertised. After a while we did find someone who said to just go down to our yurt and she would be by later. Once opening the door to the yurt it was over 100 degrees and filthy. The sun roof was open and wasps were flying in. The bedding was covered in dust and dog hair. There were dead bugs under the covers. There was more then 4 wasps in the yurt. This was not a safe place for children. The 11 month old wouldn’t even be safe to crawl around with how dirty the floors were. After contacting the owner about it she called me a liar and refused to clean or replace bedding. She also refused a refund. I have pictures to prove how dirty it was. Nothing as advertised.

  Business response

  10/12/2021

  I am responding to this complaint. Cedar Ridge Ranch is my families ranch and we have offered Glamping and Agritourism  for over 3 years. We enjoy sharing our ranch with guests from all over the world. When you look us up you will see that we have wonderful reviews from our guests. We take our hospitality very seriously.
  
  I am sorry that this guest was unhappy. The yurt does not have air conditioning so open windows and ceiling fans usually do the trick. My husband and I had actually cleaned the yurt and changed the bed the day that this guest arrived. We also have pictures to share. It is disappointing that every so often some one reserves the yurt and had expectations that weren’t met. We stick to our cancellation policy and I can personally verify that the yurt was neat and clean. This guest seemed to spend enough time to put her child’s diaper in the garbage and then to present false claims. We are always very happy to offer our guests a wonderful experience. In this case unfortunately we are not going to offer anything to this guest because her allegations are false.
  
  
  Pam J******
  Cedar Ridge Ranch

  Customer response

  10/12/2021

  Complaint: ********
  
  I am rejecting this response because:
  You did not address any of the issue. Your yurt was very dirty. We did not stay for over 30 minutes. I’m not sure if you have children but they can use a diaper change at any point. The fact there was a dirty diaper in the trash is no real measurement of time spent in the yurt. You do have good reviews which is why it’s so disheartening your ranch is not as advertised. I submitted pictures of how dirty it was. You also didn’t address the wasps inside the yurt. That is unsafe for a baby and small child to be around. My claims are not false. You could offer me a 50% refund in the very least. Your cancellation policy does not apply in this situation considering you did not uphold a rental as advertised. No services were rendered. 
  Regards,
  **** *******

  Business response

  10/25/2021

   
  Clay, it was nice to speak to you today. As a follow up, here is our response. 
  I did answer the concerns in my original response. In fact I went down to the yurt with my husband to confirm that it was clean and to also take pictures. I do know that babies need a diaper change suddenly, I also know that as a mother and guest you had the opportunity to throw the diaper in a public trash. We have som many lovely guests that return each season and write wonderful reviews. I am sorry that you feel that you need to challenge them also. We are very understanding of our guests needs to change plans almost always work out another stay and return their deposit. In your case unfortunately not going to happen. You are not welcome !
  
  Pam J****** 
  Cedar Ridge Ranch 

  Customer response

  10/25/2021

  Complaint: ********
  
  I am rejecting this response because:
  I payed for something that I did not receive. I submitted  pictures of the “clean” yurt. This was filthy and not safe for children. Let alone the wasps. I understand if she wanted to charge me a trash can service fee for the diaper and ********** wrapper but in no circumstances should that be a reason to keep my $700. As far as throwing it in a public trashcan … we were not near any public trash cans. I could have threw it under the table since no one ever seems to clean under there however I chose to be civilized and utilize the trashcan. 

  I understand she is very proud of her reviews however my experience with her has been horrible. She is not kind and does not want to resolve anything. She never offered to clean and have us return. She said I was a liar and not welcome back. Which left me no choice but to journey home. Keeping all of my money says enough about the way the business is ran and the type of  hospitality offered there. 

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

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