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:02/10/2023

  Type:Product 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.

  Description of Complaint:We booked a home in red lodge through them. Plans changed and we could no longer make it. The cancelation policy said must cancel within 15 days. We were closer to our stay than 15 days so we started working with them to see what we could do. We were told that we could cancel and if someone else where to book that would be the only way we could get our money back. So we did cancel. The cabin was booked for the 4th and 5th of February, a Saturday and Sunday. We shared the home through social media to see if any friends would like to stay in an attempt to get it booked to get our money back. We then had some friends contact us and say they wanted to and would book it. After 2 days of trying to get ahold of the business to book the house the friends contacted us asking for help getting in touch with them. We tried several times through various ways(call,text, ********* email) to contact and got no response. The weekend passed and our friends never heard anything from them so they obviously were unable to stay. Now we are in the process of trying to get our money back. First phone call we finally got answered we were told they received no messages. The next conversation was they tried calling "them"(our friends) back and never got an answer. All of which is a complete lie. We have documentation of call history, ********* texts, emails from our friends showing them trying to contact with no response. We have told then this. They're last response was you signed cancelation policy so we're covered. We also have documentation from them in an email and ******** message saying we can cancel and if the room is booked we will be refunded. Please help we would like to avoid getting an attorney involved if possible. After speaking with an employee from BBB I was instructed to hold onto documentation I have and if it's needed an email will be supplied so I can send the information that way to avoid file size issues. Thank you.

  Business Response

  Date: 02/17/2023

  We did answer a call from ****** and explained cancellation policy according to VRBO but did extend an offer to attempt to rebook the home. We also answered a call from the husband and called him back as well later on offering options including moving the booking to the following weekend and they declined.  We also answered many other calls from ****** and her friend who apparently attempted to reach us Saturday morning. We do advertise our business hours as Monday - Friday 9 AM - 5 PM. We are on call on the weekends for guests in our rentals for emergencies only. We will attach our last-minute social media post in an attempt to rebook home as a courtesy to possibly help ****** with getting some money back. We did this after hours as a courtesy. We will attach a screenshot of our phone log on Saturday morning, as well a screenshot of ******** messenger, a screenshot of hours of operation on ******** and ******* screen shot of cancellation policy (VRBO policy and our direct booking cancellation policy) Please examine all attached documentation supporting our position that we exercised all due diligence within business hours to attempt to rebook the home and educate ****** on cancellation. After our last conversation with ****** her husband searched the homeowner, made a phone call and complained to the homeowner. The homeowner, whom we represent contacted us, was unhappy with this phone call and stated that they supported us in our cancellation policy and that they felt violated by being hunted down with the call from the guest that had cancelled. We are happy to respond here and deal with this complaint directly through BBB and we do request that this past cancelled guest make no further contact with the homeowner or with us. Thank you. This form will only let us add four files. We have 11 more files to add if necessary. Our phone log is six screen shots. 

• Initial Complaint

  Date:02/10/2023

  Type:Product 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 booked a home in red lodge through them. Plans changed and we could no longer make it. The cancelation policy said must cancel within 15 days. We were closer to our stay than 15 days so we started working with them to see what we could do. We were told that we could cancel and if someone else where to book that would be the only way we could get our money back. So we did cancel. The cabin was booked for the 4th and 5th of February, a Saturday and Sunday. We shared the home through social media to see if any friends would like to stay in an attempt to get it booked to get our money back. We then had some friends contact us and say they wanted to and would book it. After 2 days of trying to get ahold of the business to book the house the friends contacted us asking for help getting in touch with them. We tried several times through various ways(call,text, ********* email) to contact and got no response. The weekend passed and our friends never heard anything from them so they obviously were unable to stay. Now we are in the process of trying to get our money back. First phone call we finally got answered we were told they received no messages. The next conversation was they tried calling "them"(our friends) back and never got an answer. All of which is a complete lie. We have documentation of call history, ********* texts, emails from our friends showing them trying to contact with no response. We have told then this. They're last response was you signed cancelation policy so we're covered. We also have documentation from them in an email and ******** message saying we can cancel and if the room is booked we will be refunded. Please help we would like to avoid getting an attorney involved if possible. After speaking with an employee from BBB I was instructed to hold onto documentation I have and if it's needed an email will be supplied so I can send the information that way to avoid file size issues. Thank you.

  Business Response

  Date: 02/21/2023

  This is the second time we have responded in this software. We will send attachments with this submission showing our business hours which are posted on many formats and terms of service for cancellation policy. Our official office hours are advertised as Monday - Friday 9 AM - 5 PM although we do what we can after hours to assist many of our customers. We did receive several calls from ****** and her husband and we answered all of these calls. The claim that we ignored calls on the Saturday morning which would have allowed a rebooking thus determining some kind of refund for ****** are just non understandable on our part. We don't have those calls in our call log, nor does it serve us in any way to not rebook a property. We will say that typically we answer and respond to emergencies for guests staying in properties on Saturday and Sunday. Since we have answered every call from ****** or returned calls to ****** and her husband and the friend who said she tried to book on every occassion including after hours calls to push out a social media add on newly vacant home in an effort to help them, it makes no sense to us at all that there is a claim we don't answer calls. ****** and her husband took it upon herself to **** down the owners of the home and make a complaint directly with them. We manage the home for the owners. The owners felt violated that they were hunted down and support us in our cancellation policy. We are happy to submit this response but we do not want ****** to communicate with us or the owner of the home anymore.

  These guests originally booked through VRBO which is a 30 day cancellation policy allowing no refund at all. They also admitted verbally they did not insure their travel. We did extend our in-house cancellation policy in an attempt to assist, but according to the original booking they are not entitled to any refund. We did offer when they called the first time that we could move their dates within the next month but they declined this offer.

  Typically we operate on a 24 hour notice to fill vacation rentals. We have a limit for online bookings that someone cannot book less than 24 hours in advance so to call Saturday AM for a booking when we operate M-F 9 AM - 5PM is typically not going to result in same day service.

  We could attach 11 more things if there was room to add those attachments but you only accept four attachments. We consider this matter closed.