ComplaintsforRed River Gorge Cabin Rentals, LLC

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I recently booked a 2 night stay with Red River Gorge Cabin Rentals for a quiet get away. Unfortunately my Grandma went on ******* before Christmas and started declining rapidly on the 27th. Given the circumstances and wanting to be with her, I reached out to cancel my reservations due to the rapid decline of my Grandma. Originally, when I spoke with them, the best they could do was reopen the cabin availability and could give me half of my money back if it was booked by someone else. When I called to explain that she was declining quicker than we expected, they stated the best they could do would be to let me book in 30 days but I had to book right that moment. I obviously could not reschedule at this time due to the situation, stress, emotions, etc. I explained unfortunately I cannot plan death but their values of the way they run their business is unethical! I hope and pray they never experience the loss of a loved one around the holiday. Apparently these crooked individuals have no heart or humanity within them to understand what a family goes through when losing a very near and dear family member. I am more than appalled and I will NEVER book with this company. They are crooked and only care about THEIR money! Absolutely horrible! When I asked given these circumstances, would they consider refunding my money. They said unfortunately the owner of this cabin was the one who implemented this policy. They wouldn’t even reach out to ask! So unless you’re God and can predict a death, I wouldn’t book with these crooked individuals. Unethical, crooked, unjust, and quite appalling!

• Initial Complaint

  07/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a cabin from July 1 to July5, 2023. When I booked the cabin I was told that fireworks were not permitted on the property & the website states this as well. When we arrived it was less than 5 minutes til fireworks were going off at the cabin across from us. We complained to the office they told me it would be taken care of but it wasn’t. I was told on multiple occasions by multiple agents of the company that fireworks were not permitted. We left the next morning bc fireworks went off throughout the night & nothing was done. The rental contract is also deceptive bc it states “Total Cost including tax” but that is not the final cost charged as they add multiple fees after. They also do not provide itemized bills. I was refunded for 3 nights but should have been refunded for all since I would have never booked had I known that fireworks were permitted especially when I was told they weren’t. I was also told the issue would be resolved & it was not.

  Business response

  08/20/2023

  The guest rented a cabin. She was charged for the first night due she stayed the first night. She was charged the rental fees, cleaning fee, and pet fees, and taxes. We do charge a nonrefundable pet fee, which guest are aware of before booking. There are no hidden fees in our booking system. Guest did call and complain about fireworks late evening on the first night. I did call and found out it was an owner who had the fireworks. I contacted the HOA of the resort about the fireworks being let off by the owner. I was told by the HOA president that she would contact the owner of said cabin about a guest complaining of the fireworks. We offered to move guest to another cabin on another property, but I did let her know I could not guarantee she would not hear fireworks. She did not want to move, she stated that she would check out of cabin. The guest did ask about if she stayed could I guarantee her that the owner across from her would not let off fireworks. I did tell her it was a private owner; HOA had been contacted but I could not guarantee owners would not let off fireworks. She stated that she would check out of cabin because her dogs did not like fireworks. We only charged her for the first night rental and was refunded for the nights she did not stay. She had filed a chargeback through her credit card company as well for night she was charged for. The credit card company was in our favor because she stayed at the cabin and was charged for only the 1 night. Guest was sent an email confirmation at time of booking, also sent a confirmation of refund. 

  Customer response

  08/22/2023

  
  Complaint: ********
  
  I am rejecting this response because: parts of this statement are lies.  The document I received at booking did NOT state that pet fees were non refundable.  There was no itemized statement EVER sent to me by the company voluntarily.  However, I did receive one after returning home after requesting it. It did not state nor was I told verbally at any time that the pet fees were non refundable.  The morning I left I contacted the office for the 3rd time bc I talked to the homeowner letting off the fireworks that they “did it every year” the office never spoke to the homeowner while I was there. The morning we left I was told that they contacted the HOA & they were unavailable, I have a recording of this conversation.  The credit card company did NOT find in their favor they found in mine & refunded my money.  So this is yet another lie.  The reason I reject this answer is bc it is full of lies.  I have received my money back bc Amex found in my favor.  I have documentation & recordings to prove that the statements made in their response are inaccurate.  While I received my money back, I think the BBB should be aware of the shady business practices. I would happy to provide the recordings of the conversation & the contract I received when the initial charge was made.  I detrimentally relied on what the agents in their office told me & what their website stated.  They knew full well why I wanted to book there was bc of the no fireworks policy bc I stated this numerous times when I called to make the reservation.  They were aware of a private home less than 100 yards from the property I rented. They were aware fireworks could be let off.  They flat out lied about the fireworks. 
  
  Sincerely,
  
  ********* ***

  Business response

  08/22/2023

  All our policies, cancellation and pet policy are listed on our website. All our rules and policies are listed in the rental agreement which is on our website as well. I did apologize to the guest as well as all the staff she spoke with about the fireworks issue. The HOA did speak with the homeowner about the fireworks. The guest checked out of cabin around 11am. In our rental agreement it does state that the guest is not allowed to have fireworks on the property. The guest left after the first night of staying, she stated to the office staff to charge her for the first night but ask for a refund for the rest of her stay, she had stated that she had a coon dog that freaks out about fireworks and if we could not guarantee no fireworks she would pack up and leave. If guest received a refund from her credit card company for the first night being disputed, then she was refunded in full. We did our best to accommodate the guest, we offered to move her, but we could not guarantee no fireworks due to our other cabins was not in Cliffview Resort but in other areas of the Gorge. The only fees guest was charged was the rental fees (which is the nightly rate), cleaning fee, pet fee and taxes. Pet fee is 50.00 plus taxes per pet, we allow up to 4 pets in a cabin.  There are not hidden fees or extra fees after the reservation is booked. We do not automatically send itemized receipts to guest if they book over the phone with a reservationist unless guest request it. If a guest book online from website, it is automatically sent. Guest did not request and itemized receipt until July 10th. She called on July 7th to state she wanted a full refund, or she would dispute charge with her credit card company. We did the best we could to help, we have apologized to her, she received her money back for her stay.

  Customer response

  08/22/2023

  
  Complaint: ********
  
  I would like to amend the statement I made earlier today, 8/22/23. I stated that the credit card company had found in our favor.  This is incorrect.  I spoke with my mother* ****** **** who is the primary card holder on the Amex that was used.  She told me that the Amex had initially found in our favor & removed the charge but had since fever that decision.  She was informed that she had the option to sue.  We believe that this decision was made bc Red River Gorge cabins tried to resolve the situation by offering to move us to another cabin, which they did.  However, what was not told to the credit card company was when I was offered another cabin I was told that the only cabins available were off the resort property & that they could not guarantee whether fireworks would be an issue or not. I declined this option bc they had already lied to me at this point 3 times & why would I move when they couldn’t guarantee no fireworks.  Again, the no fireworks policy was the entire reason I booked the cabin.  Therefore, their offered resolution was not a resolution at all.  This conversation was recorded & I have a witness to it as well.  Because of the change with the credit card company decision I would like to pursue a resolution through the BBB.  I will litigate this if necessary.  These people have been deceptive since the day I called them to reserve the cabin.  They should not be allowed to continue these bad business practices.
  
  Sincerely,
  
  ********* ***

• Initial Complaint

  01/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We just checked out of "it's 5'oclock somewhere," The pictures on their website of this cabin we're nothing short of false advertisement. The queen size beds were in fact all fulls. The hot tub was absolutely atrocious. It was filled half way, smelled awful, like mold, and was discolored. Our kids, 13, and 11 got it in one time without us knowing how gross it was..and not used again. maintenance acknowledged the issue and then proceeded to leave a hose to "fill it up" the chairs on the balcony were broken and wrapped with rope to hold them together. The tv was roughly 26 inches, not mounted, and just leaning against the mount. Maintenance said the previous people staying there broke the tv and they (maintenance), hadn't felt like swapping it out. One of the couches had a large rip in it . The dining room table was completely warped and peeling everywhere, the island was broken... too the point where you put anything heavy on it and the entire thing almost slides off. The island also may not be even be secure to the base of the island, we weren't sure. Lastly, the stools at the island were wobbly and not secure, no one would sit on them. Lastly on the first floor, the fireplace had the top (where the buttons go), ripped off. This is the issue maintenance came for. He came and pulled the bottom off and let us know that even though it didn't look optimal, we could still turn it on by the internal switch. We took our 73 year old grand parents for a Christmas gift.... So issues like the hot tub and fireplace were pretty big issues for us. Maintenance also let us know of the countless issues upstairs due to previous partiers, to include a cracked window. ... the pool table was a joke. Each pool ball pocket was ripped out and replaced by red solo cups so that the balls didnt fall throug,one was even replaced by a Kroger bag. Lastly, the DVD player was broken as the lip was ripped off. There were also leaks in the cabin from the roof and we had to put bowls out

*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. ↩