Complaints

This profile includes complaints for StaOver Cabin Rental at Red River Gorge's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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StaOver Cabin Rental at Red River Gorge has 2 locations, listed below.

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  StaOver Cabin Rental at Red River Gorge

  1142 KY 11 Campton, KY 41301

  
• 

  StaOver Cabin Rental at Red River Gorge

  108 Golf Club Dr Nicholasville, KY 40356-8168

  

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:08/02/2024

  Type:Customer Service 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.

  Rented a cabin from said company for 7/25/24 to 7/28/24 Total cost $1,044.44 Two days prior to departure, I was reviewing amenities at cabin and saw newest review from previous customer from 7/15 claiming odor from water and bugs in bathroom. I called office and spoke with *****. He claimed to not know of review or issues with cabin. I asked if we could have a refund but was told no. Has to be requested 30 days prior. ***** assured me he would have maintenance ck and repair any issues. Also spoke with ****, the website where listing was purchased through. They advised to go and if there was an issue, to contact ******** and **** as well. After several calls and texts, I finally heard from ***** the day we were supposed to leave for vacation. He said “Maintenance went out there the day you and I talked and he said all was fine, no gnats, and no odor from the bathroom!”. Reluctantly, we packed up and drove the 187 miles from our home to “**********” in Red River Gorge,KY. Upon entrance, everything seemed ok. Noticed a few gnats around the drains in sink and shower. Next, we attempted to wash some skillets in kitchen sink to be prepared for cooking breakfast the next morning, As the water got warmer, the smell began to permeate the whole cabin of rotten eggs. Within a few min, I had a horrible headache and had trouble breathing. I have chronic asthma. We opened the doors and turned on the overhead fan. The smell slightly improved but was very strong. Husband checked bathroom water with same result. At this point, it was 9 pm. We decided to try and sleep overnight and reevaluate in the morning. I woke up at 5 am having difficulty breathing and horrible headache. I woke my husband up and asked could we get our stuff together and leave. We were out by 8 am. I called and left a message and sent text to mgt with no response. (0630 &700am). We asked for a refund for the two nights we could not use and they are refusing.

  Business Response

  Date: 08/28/2024

  To whom it may concern, 
  
  Prior to her reservation, *** ****** had read a review about a smell being at the cabin. *** ****** checked in on 07/25, with no issues and no contact to our office or **** until 07/26. 
  
  On 07/26 at 7:20am , a call from *** ******'s number rang for 30 seconds before hanging up. There was no voicemail left. There was one text message sent at 6:47AM, which read the following " *****, we got in about 830 pm last night.   After unpacking the car, we started scoping out the cooking pan options.   We turned on the hot water to the kitchen sink and the smell of sulphur filled the cabin.   Same thing happened when turning on the bathroom shower and sink.   Needless to say, we are leaving this morning.   I would like to be refunded for Friday and Saturday night."
  
  *** ****** then called back at 12:09pm, in which she was asking for a refund for the nights not stayed. 
  
  Our policy is to try to resolve an issue for a guest by offering an upgraded cabin at no charge to them. Unfortunately the guests left before we had an opportunity to assist them. Our office hours are 9am to 8pm, with an emergency voicemail option to receive a call back.  

• Initial Complaint

  Date:08/09/2022

  Type:Billing 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.

  I booked a cabin for August 1 through August 4, 2022. That location was in the Eastern Kentucky where the flooding just occurred and for that reason I did not make the trip. I called the company to cancel and was told the flooding didn’t affect their cabin. I was driving 10 1/2 hours and had to go through washed away roads to get there but that did not bother them because their cabin was still standing. The governor had declared eastern Kentucky a state of emergency houses were washed away people died and they expected me to make it to the cabin. I did not pay the extra money for the insurance for emergencies or inclement weather but I don’t consider this normal inclement weather.

  Business Response

  Date: 08/10/2022

  Thank you for allowing us to respond to this compliant. If you review the documentation that was provided by ******* showing news articles of flooding - the cities mentioned are Hazard, Buckhorn, Onedia, Vicco, Jackson, etc. Most of those cities vary from an hour to an hour and a half away from the property that ******* ***** booked with us. The property they booked, our Creeksong Cabin, is located in Campton KY off of KY 11 where no flooding occurred. Their property was 100% accessible and was completely ready for their arrival on the 1st. We explained in great detail to ******* that the property was accessible and our area was not affected by the flooding that occurred in Eastern Kentucky. In addition to the property being completely accessible, we do also have all of our guests read and sign that they agree to our Guest Rental Agreement. I have attached a copy of the Guest Rental Agreement that was electronically signed. I have also sent a screen shot confirming that the Guest Rental Agreement was electronically signed. We try to be as transparent as possible when it comes to our policy. ******* should have been aware of our cancellation policy since it was electronically signed. We also listed information regarding the Trip Insurance we offer that can be purchased. We understand unexpected emergencies come up and we are happy to offer Trip Insurance so our guests can receive a refund during such events. We hope that we can come to a resolution on this as we would hate to receive a negative review on our business based on following our policy that is transparent to all of our guests that book. Please let us know if you need any further information from us or if there are any questions.

  Business Response

  Date: 08/15/2022

  Hi *******, I am sorry to hear that the campground your daughter booked became flooded. Since the general area did receive heavy rains some areas were affected more than others. We do not manage the campground that your daughter booked, so we cannot comment on any flooding that occurred there. None of our properties or roads leading to our properties were affected by flooding. We were able to accommodate all of our guests reservations as booked. The Creeksong Cabin you reserved is located in a very central area - directly off of the parkway onto KY 11, then right off KY 11. We would never want to put any of our guests in danger. If there was indeed flooding that created unsafe travels to your cabin we would have been more than happy to accommodate a cancellation or a reschedule. We are thankful that none of our properties or guests were affected by the events that occurred. We hope you can understand that for this reason we would not be able to accommodate a refund. 

  Customer Answer

  Date: 08/16/2022

  
  Complaint: ********
  
  I am rejecting this response because: again I am happy that your cabin did not flood out and I can’t stress enough that I did not want to drive 10 1/2 hours to be stuck with no place to stay because of the weather. I still hope that you reconsider and do the right thing.
  
  Sincerely,
  
  ******* *****