ComplaintsforSheltowee Trace Adventure Resort

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tried to go on a Cumberland River Boat Cruise. Directions given were in accurate, no address was given to use GPS. Google Link given inaccurate Directions. Called several times and even talked to the owner asking for help none was given. River Boat was Gone When we Finally Found the Boat Ramp. Drove to the Office to request a voucher or refund. Would NOT give either one. They did NOT offer alternative options for people with disabilities, There were 4 guests that are 50 + in age 2 with disabilities. Only offers made were to do a zip line that was less than 100 yards long and required to climb stairs and which only cost $2x.xx. Option to take a Cumberland "mist" raft tour which required 74 stairs down and 74 stairs up which is not an option for those with disabilities, nor were we dressed to get wet. Final option was to go on the Cumberland Star River boat cruise the next day which was not an option as we were required to checkout of the campground at 11:00 AM and had no where to leave our campers much less leave our 3 furry kids in air conditioning. We even asked for a 1/2 of a refund and they would NOT even do that as they said we made lunch for you. How much can a sandwich and chips cost. If they were kind people and did what Jesus would do they would have gladly refunded even 1/2 of the money paid Do NOT support a company that doesn’t support people with disabilities nor are they Christian at all. What happened to having manners. If they would refund our money we would delete this entire post. As a CFO of small and multi-million dollar family and companies traded on the stock market I have never been treated this way nor did we treat our customers this way. We are requesting a full $119.78 refund.

  Business response

  08/04/2023

  ******** ******* contacted us about 12 minutes before the Lunch Cruise meet time of 12:30 pm est. They were lost and at least 20 minutes away from the meeting point, at which time we told them they would not make it. They chose to continue down to the ramp. They contacted us back at 12:50 pm from the meeting point, but of course the Riverboat had already left.
  
  The meeting point for the riverboat is at the Mouth of the Laurel Boat Ramp in Corbin, Ky. It does not have a physical address, so we provide a link to Google Maps that takes you directly down to the boat ramp. This is a regularly offered trip where people use this link to reach the riverboat. We had 5 other groups signed up for our Lunch Cruise that day that successfully used the provided link to make it to the Riverboat on time. We also provide a PDF file that is attached to the confirmation email for our Riverboat Lunch Cruise. This map includes visual directions to get you to the Riverboat, as well as written directions on the back.
  
  Even though the payment for the Lunch Cruise was non-refundable, we offered to let ******** and her guests use the money they paid towards the Lunch Cruise for our Rainbow Mist trip. ******** declined because two people in her group had previous knee surgeries. The two guests in her group that could do the Rainbow Mist trip still declined to go. They asked us about doing the zipline, even though it had stairs, to which we agreed. However, they chose not to do so because our zipline is not a canopy tour. It is a 650 ft long single zip. We then offered to let them go on the Riverboat Lunch Cruise the following day, but they again declined even though there is plenty of parking for RVs at the Boat ramp, and we have a dog kennel here at our Adventure Resort.
  
  We went above and beyond by offering to accommodate their group in multiple ways to make up for them missing their meet time for the Lunch Cruise.  

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