Complaints

• Initial Complaint

  01/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We reserved and paid in full for this cabin from 12/23/23-12/30/23. ********************************************** When we arrived on 12/23, we could barely make it to the house on dirt road that was in complete darkness. First thing was that stove was filthy, and microwave broken. We could not cook or leave the house because of that road hazard risk in a dark. Contacted owners right away and nobody came to try to accommodate. Their website says house is newly renovated and that is why we rented it. It is obviously not renovated. We would leave same evening as we could not stay there. We have left next morning when sun came up. Beds are uncomfortable, bathroom and kitchen not updated. Access road is horrible, specially at night. It is a hazard risk. We cleaned, took trash out and left the key in the box. The site is not true representation. We were in contact with the owners from day one, also contacted **** several times and they are referring us to the owners. Owners are not cooperating at all and calling us liars. I a attaching conversation transcripts, photos and video of the place. We are asking for a refund.

  Business response

  01/17/2024

  Very sorry that you have had a negative outcome.  We alway strive to meet our customer needs.  You reach out to us and we answer your needs and responded to you.  You booked this cabin through **** and we reach out to them as well with this compliant.  They choose not to give you your money back.  This property was on there site since September of 2023 and all pics were up to date.  We have had all 5 star reviews since the cabin was listed on there site.  Everything was in working order.  The cabin has the basic appliances and the pics show that.  Everyone that has stayed there has enjoyed their stayed and we have not had any complaints. You had asked for a refund and I told you if I could rebook the cabin I would consider a refund.  If you have any other questions please feel free to reach out to us.

  Thank you,

  Jeff V*******

  **********

  Business response

  01/26/2024

  I did offer to work with *****.  I told him if I could rebook the cabin I would consider a refund.  I did not rebook the cabin.  The next guest that had reservation for this property came in on December 31, 2023 and check out on January the 8th, 2024.  These customers gave us a 5 star review.  Check it out,  property # on *** *******.  All of the customers that have stayed with us in this property has enjoyed their stay.  How could the next guest in from your stay give us a 5 star review if the property was as you say.  We strive to make everyone happy.  You choose to leave and we offered to come down to the property and see what we could do to make your stay better you never gave us that opportunity and left.   

  
  

  Customer response

  01/30/2024

   I am rejecting this response because:  

  *******, last response from business owner is going around more or less same thing. We provided evidence of cleanliness issue, **** refund after admitting cleanliness issue, business web site claiming that house is newly renovated that was base for our decision and obviously false claim. I sent you additional screenshots and transcripts.

   

  Statement to wait and see if cabin is rented is not offer for a resolution, but way to get out of their responsibility.

   

  This case is simply about not providing service as advertised. I do not care if other folks like filthy kitchen and conditions.

   

  Thanks

   

  ******* *****

  
  
  
  

*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. ↩