Complaints

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a stay on this property which provided contactless checkin. It also meant owners/staff were not onsite. Rules/Guidines were clearly stated with check in information as well as in the cabin - fires were prohibited and dogs had to be kept on leash. Private property signs were posted at end of drive. While walking my dog a poodle ran off leash to me and my dog, which the owner promptly tried to get the dog. However, my interaction with the owner left much to be desired. On another walk on the property a guest was having a very large campfire to which I let out an audi le "isn't there a fire ban" to myself and emailed the owner. By the time we walked back they were pouring water on the fire. While walking a different way (all down the driveways be there were no trails on property so I was forced to walk by other cabins) another guest had two heeler mix dogs off leash and both ran out to us. At this point I was very upset at my stay. I yelled for the owner to "get your dogs" no one appeared! I yelled again! They called the dog but still did not appear to handle their pets! One dog returned when called but the other did not. I had to yell no and leave and ahoo it for it to leave us alone. I tried to call the owners and no one answered the phone, I called twice and had to leave a message. At this point I am shaking and crying. They did come out to the property from wherever they were to address this dog owners but did not stop by to check on me, never called me, only offered me a text but not even an apology! Only a "we are taking care of it"! I was unable to relax at this stay and believe I should get my money back! This is absurd customer service.Not even mentioning in the morning people from the community were walking their dogs on the private property and were rude to me! They should bot advertise this place as welcoming dogs!

  Business response

  09/06/2023

  To Whom It May ***************** are very sorry that this guest had a less than satisfactory experience at our property.  We do offer contact-less check-in and have a cabin host that lives on site.  We also have cameras that monitor the fronts of all cabins and driveways for our guests safety.  On the night in question, the owners were at a children's birthday party 30 minutes away.  We received a frantic voicemail from the guest about fires and dogs.  We immediately left the party and were on site within 30 minutes.  We investigated all the fire pits and there were no fires or evidence of fires.  We talked to the cabin host, and he apologized that his poodle went to greet her dog.  We then called the guest with the two dogs in question to see what happened.  They have two shelties, and we saw on camera that only one came to greet her dog.  The guest with the sheltie then told us that the guest went on a profanity laden outburst screaming to them about their loose dog.  I reminded the guests about the leash laws and they promised to obey them from then on.

  We are sorry that she believed that our response was unsatisfactory.  We have never had a guest complain about our pet friendly property, and strive to be as welcoming as possible to all guests.  

  Customer response

  09/13/2023

   
  Complaint: 20411125
  
  I am rejecting this response because:
  I felt unsafe on this property and felt dismissed as a guest. I am requesting a refund because I was in emotional distress and could not relax or enjoy my stay. I worried for the safety of myself and my dog as well as my emotional well being while far from the care of my vet and my personal doctor. 

  
  Sincerely,
  
  **************

  Business response

  09/24/2023

  We offer private upscale lodging in a very desirable summer  tourist location in rural *******.  We provided lodging for one night for the consumer and her dog.  (Please see the attached ****** review she left).  She enjoyed the accommodations; everything else was beyond our scope of control. We were on the property and dealt with her complaint in a timely and professional manner.  We did not feel safe approaching the guest in person.  We still do not feel safe interacting with her and feel that this is borderline extortion/harassment.  Any further communication with us will be considered harassment.  

  Business response

  09/25/2023

  We will not be issuing a refund to the consumer.

  Customer response

  09/28/2023

  This business has done nothing to try and resolve the complaint and has continued to berate me in the process

  Customer response

  09/28/2023

   
  Complaint: 20411125
  
  I am rejecting this response because:
  This business is refusing to accept responsibility and continues to berate me in the process. 

  
  Sincerely,
  
  ***************************

*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. ↩