ComplaintsforChalets in Hocking Hills
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Complaint Details
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Initial Complaint
09/11/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
We requested a refund after the 30 day policy and will not get any of the nearly $950 back for our cabin that we can no longer enjoy for vacation. Not only are we sad we can’t go on vacation, but we can’t get the money back… I was sobbing. The Chalets were given more than 3 weeks to rebook the policy is too strict and we are regular customers. We can’t even get our deposit back of $463 unless the cabin is re-booked. This is just unkind. Read the fine print. I had almost no money left in my account when the second auto payment came out. I was sobbing. Now I know. Pay attention when you book. I didn’t. We won’t go back.Business response
09/11/2023
We have a signed copy of the rental agreement attached. In the agreement, it clearly states that any cancellations within 30 days of the stay the guest is responsible for the full amount of the stay, unless the cabin is rerented. We will still try to rerent the cabin, so that we can try to recoup the cost of the stay so that we can offer a refund.Customer response
09/11/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 20582066
I am rejecting this response because: Although the Chalets has the legal right to keep our money, it’s unkind to pocket almost $1,000 of regular customers’ money when almost one month’s notice has been given to resell a cabin. Yes, of course a contract was signed because we thought we were going on vacation. Being kind isn’t hard. It’s human. Practices like this are bad business, turn people away, and in our case turn an emotionally distressing time even worse. I’ve learned to not sign anything in the future unless multiple eyes have looked over and that The Chalets care more about money than relationships. Even if we are granted a full refund, this dispute took place and was absolutely unnecessary. We will never recommend anyone stay at a cabin at the Chalets or in Logan as it seems a lot of properties use these toxic practices.Regards,
***** *****Initial Complaint
09/27/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I booked a two night reservation and the Chalets for September 16-18. On the night of the 16th, I woke up to feeling my ear being bitten and an intense itching. When I turned on the light I found bed bugs scurrying across the sheets. We could not check out immediately as it was very late and the front desk closed around 7 or 8. When we woke up the next morning we checked out as soon as we were able to. Initially when I went to the front desk with the problem, they only offered to change the sheets. Obviously, this wasn't an acceptable resolution and I told them I would instead be checking out to take care of the all the work of decontaminating our stuff. I was told then by Matt that they would give me a refund for my stay. A week later I received a refund of $478.16. We paid $735.50, so only a partial refund. When I emailed them, thinking there was some kind of mistake, I was told that I would only be receiving a partial refund because I "used the facilities" for one night. This was completely unacceptable and not at all what I was told I would be getting. As a result of the Chalets' negligence in keeping a clean and safe vacation rental, we have so far had to throw away $151.39 worth of items, possibly another $295 if we have to throw our suitcase away, and we have had to spend $64.91 on a cleaning tools to heat treat the rest. The bites were extremely uncomfortable and took over a week to heal. This entire situation has also exacerbated my anxiety disorder greatly. I have emailed the business twice to request a full refund, like I was told I would be getting, and to try to resolve this but they are for some reason ignoring my emails. For loss of property and personal injury, a full refund is the bare minimum of compensation that this business could give me.Business response
10/12/2022
During this guests stay we received several inches of rain. The entire Hocking Hills area was flooded. Rain water came into the cabin. This is defined as an "act of god" and explicitly stated in the rental agreement that we are not responsible for "acts of god." Even though we are not responsible, we still offered the guest the amount of one night's rent in the form of a gift card. The guest then refused this offer. We do not feel there is anything more here that can be done.Customer response
10/12/2022
I am rejecting this response because:
My complaint has nothing to do with flooding or rain, nor was I offered a gift card. My issue is with the bed bugs and that I was told I would get a refund and only given a partial refund, that I did not agree to.
Business response
10/13/2022
I apologize for my oversight here. Your full refund is being processed now.Customer response
10/19/2022
Better Business Bureau:
I accept the business's response to resolve this complaint.Initial Complaint
09/02/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I booked a few weeks ago through Chalets. The cabin flooded the second night there. We spent hours cleaning the cabin. Two cell phone chargers were destroyed. Spoke with management and they ended up calling it an act of god even though he initially told me the AC unit line was frozen. Management has essentially ended any form of communication and has not at the minimum replaced OUR damaged belongings let alone make up for the poor stay. Very frustrating situation. Would not recommend.Business response
09/14/2022
We offered them a $500 gift certificate which they declined.Customer response
09/14/2022
The lack of communication from you and your company is unacceptable. It seems as if you guys do not care for your renters. I do not want a certificate back to one of your rental properties. I want my two damaged verizon chargers replaced at the minimum.
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.