Complaints

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:10/01/2023

  Type:Service or Repair 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.

  We prepaid Nightly Resorts for a two day stay at a cabin/house in Branson and because we couldn't gain access to the room because of door code not working I want a refund. I tried for over an hour to call *** Bollinger with no reply,,, We had to get a room somewhere else and this is simple we didnt stay there and of course we want a refund, *** should have been proactive and answered phone calls and phone messages and text messages sooner. It was after 520pm we needed a room and have food on ice and when *** decided to finally call me we had already checked into another hotel,, she said she was in a meeting but I dont believe that at all,,,Please see attachments

  Customer Answer

  Date: 10/11/2023

  please texts me asking *** to call me but she refused, she called me an 1 /1-2 later when I left her a voice message saying I couldn't get into the room and we were getting a room somewhere else she then finally called me and we already had a room,,*** is rude and when *** finally called me she said what is it your trying to do Sir and what do you need help with,, I had left her a voice message saying who I was and that I couldn't get into cabin 3 with the code that was sent to me so I said hey miss did you get my voice message she said yes I said did you hear my message, she said yes I said then you don't need to say what I need help with because you know from my voice mail,, what she said to me was extreamly rude and I felt like I was a inconvenience for needing help getting onto the cabin  *** is rude, as you can see in the text message she refused to call me and I said I wanted her to call me and it was rude to not call me when I kept asking for help and I kept asking for her to call me. I needed for real help we had been standing at this cabin door for almost an hour and I had left her two voice messages explaining what help I needed she honestly treated me rudely and acted like I was disturbing her for needing help... I would never recommend Nightky Resorts to anyone,  also she how she hasn't responded to the BBB its been weeks and she hasn't replied I wonder why ,,because that is how she is that is the kinda person she is very rude.   

  Business Response

  Date: 10/25/2023

  To whom this may concern,

  Attached is a screenshot of my payment processor Square indicating that the chargeback/dispute was settled in favor of the customer. Also, I attached a screenshot of a Google review that he made.
  

  On check-in day, the customer had gone to the wrong address, which he attached a picture of that location. In that picture, it shows a storm door, which we do not have. He went to the wrong building. He rented the cabin at 5 Cabin Ct Unit 3 Branson, MO. 65616. He went to cabin 4 Unit 3 as he stated in his voicemail. When I tried to explain he was at the wrong building, he started using profanity and told me to go f myself. And he said, "you don't know what I do for a living". Furthermore, in his docx file that he sent to BBB, he shows the email that he received from us on the day before check-in and on the day of check-in. In that email, we gave him an accurate address and handwritten directions.

  Unfortunately, his bank would not provide a reason why they ruled in his favor. I could not provide a recording of the voice calls and voice mail messages, so that may not have helped my case.
  

  Thanks, ***
  

   

  Customer Answer

  Date: 10/27/2023

  Complaint: ********
  
  I am rejecting this response because:  It doesn't take anyone on this planet this long to respond to an email and this is the same behavior she did when I tried to call her several times to get help she actually refused to call me she only would text and she is lying about the voice messages I left her normal voice messages asking to please call me as possible as I couldn't gain access to her cabin,, What *** isn't telling everyone is I was at unit #3  they have several unit #3's and we were at what appeared to be unit #3 just like it said on the door #3.  And because *** didn't get back to me we had to get a room somewhere else it was getting dark and we needed a room to stay in how do I know when *** is going call if ever because she didn't call me when I left two voice mails.  So we were at the wrong Unit #3 ok that is an honest mistake sorry *** I don't know your property's and I can only go to what I see I seen #3 on the door and the address is #3.  Also what kinda person steals your money when you don't stay at their property she thinks she still should be able to keep my money that is just plain wrong on all levels,  We didn't stay there do to her no calling us and us needing a place to stay and *** thinks she still should get full payment for nothing, I have sense hired an attorney to go after her for the other room we had to get plus our expenses because of her not calling us like a good manager should of done. She treats customers like crap and treats customers like they are a big inconvenience.  She did another customer dirty that filed another BBB complaint on here for the same nasty behavior.  *** has still yet to refund my money she is a thief a crook.  I didnt stay at your place ***.
  
  
  
  Sincerely ROB *****
  
  ****** *****

  Customer Answer

  Date: 11/08/2023

  I am confused as to why the complaint was closed this Manager kept my money and feels even though we never stayed at the cabin she is due to keep our money that doesn't make sense to me,, we also had to spend more money and get a room at another hotel so I paid for two hotels rooms for the same day,, I wasn't out fault the owner had two #3 cabins how do me and my friends know that and any honest business owner would steel someone money for not rendering a service, what this manager did by not refunding my money is wrong on all levels and she is a thief and crook.  also due to her not answering her phone on sever phone calls we were forced to stay at another hotel.  I feel like this person is being rewarded for just plain steeling for a customer.  All I hear from *** Bollenger is how everything is the customers fault.  I hope other customers read this complaint and stay away from this business, she has another complaint that is similar to mine so this isnt the first time this has happened.  I didnt stay there where is my money??????????????

  Customer Answer

  Date: 11/09/2023

  NO I DID NOT GET A REFUND    --*** IS LYING TO YOU ,,, WHAT BANK-- SHE IS A NON TRUTH TELLLING PERSON --I HAD PAID FOR THE CABIN IN FULL WITH A CREDIT CARD AND THAT HAD BEEN PAID IN FULL MONTHS BEFORE MY RENTAL DATE,  I FILED A DISPUTE WITH MY CREDIT CARD COMPANY AND ITS STILL UNDER REVIEW.  *** BOLLINGER WAS PAID IN FULL MONTHS AGO SHE IS A COMPLUSIVE LAIR.  SHE KNOWS WHAT SHE IS DOING THERE IS NO MISUNDERSTANDING HERE SHE HAS STOLEN MY MONEY.  Tell Mrs. Bollinger to prove she refunded me my money she is a non truth telling person

   

  Your reservation for 5 Cabin Ct Unit 3 Fall Creek has been paid in full
  
  5 Cabin Ct Unit 3 Fall Creek
  Address
  * ***** ** **** * ******** ** *****
  Directions
  **** **** **** **** ***** ** ** *** *** ******* **** **** ***** ******* **** **** **** ** **** ** **** ***** ** *** *** *** **** **** **** **** ****** **** **** **** **** **** ***** **** **** turn left to stay on Cabin Ct. 5 Cabin ** ** **** ** *** ********** ******* **** **
  View Map with Directions
  CHECK-IN
  Thu, Sep 28, 2023
  @ 4 PM or later
  NO EARLY CHECK-INS. There is a charge of $75 per hour for checking in before 4 PM.
  CHECK-OUT
  Sat, Sep 30, 2023
  @ 10 AM or earlier
  You will receive a text message (SMS) on the morning of your departure asking you to reply with the word DEPARTED to 314-808-5015 to let us and the housekeepers know that you have departed so we can know which property to clean and inspect first. Please be out of the unit by 10 AM so that our housekeepers aren't inconvenienced since there is limited time for them to get the properties ready for the next guests.
  Would you like to stay longer?
  Extend your stay
  BILL
  $379.86 PAID IN FULL
  
  View Rental Policy Agreement
  YOUR DOOR CODE

  Customer Answer

  Date: 11/15/2023

  I am waiting for *** Bollinger to reply to prove I was refunded because I was not I ask that you make her prove I was refunded and also,, does it really take a person days and weeks to reply to messages, no it doesn't.  I applied for a dispute from my credit card company that I already had paid in full for *** Bollingers cabin and I still haven't received a refund.   I been robbed