ComplaintsforCabins in Hocking

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date of transaction was 7-5-24 Transaction total $837.58 The Buisness: Cabins in Hockings Owner: **** ***** Phone # ###-###-#### I rented a cabin last minute with my wife to spend on our weekend anniversary. I contacted **** ***** on Friday 7-5-24 via cell phone. I found her Buisness information online. I was never informed that the roof had been leaking for several months. When we arrived I noticed to huge tarps on each side of the house. There were shingles laying on the ground and roof. Inside one of the bedrooms was severely leaking. The whole place smelled of mold and mildew and everything was wet and damp. I told her about what happened and left that very next morning after sleeping in my car with my wife. I had called and told Beth we left do to mold and mildew. And that the roof was leaking in 2 places and did not feel safe for me nor my wife. She then hung the phone up and would not answer my calls until I used a different number. She then said it's not her problem we left, and that we should have slept upstairs. She runs multiple cabins that are all in that area that are for sale because of the condition there in. Thanks

  Business response

  07/10/2024

  The complaint # is ********.  The tarp is on the roof to prevent leaks, until the roof is replaced in the Off Season.  Looks like one of the 4 bedrooms had a small leak over by the window.  

  A really simple solution is to go sleep in one of the other 3 bedrooms, why would a person not do that?  There were only 2 people staying there so it is not like there were not plenty of bedrooms to choose from, I'm scratching my head here.  I had my housekeeper go over to check on the claim that the place smelled like mildew.  I was told that there is no mildew smell.

  He also claimed that there was a dampness to the entire 2 story, 3 bedroom/ 3 bath home from 1 small leak in one bedroom.  I thought this was a big overstatement and I still do.

  I think he is mad because I am not going to refund because of one small leak in one bedroom.  It was his choice to leave and in my opinion was completely unnecessary.   They came on Friday for a 2 night stay and did not leave until Saturday afternoon.  They had initially wanted a one night stay and they stayed well into the 2nd day, so seems a little sketchy for him to say he had to leave but stayed almost the entire 2 nights.  I think this is all made up to get money back.

  Customer response

  07/10/2024

  I am rejecting the response for simple reason there was never any apologies for the inconvenience.
  Beth was very rude the whole process. I have never in my life dealt with such a horrible Buisness/ Customer Service. It 100% smelled of mildew and mold. This is not the first complaint either.  And if two rooms leaked not just one. Per the pictures there's 2 tarps on opposite ends of the house. It's common sense that when water gets into a house it creates, mold, mildew and causes dampness. 

  Complaint: ********
  
  I am rejecting this response because: 
  
  Regards,
  
  ******* ***********

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Team ,I have never filed on BBB but I feel compelled in this situation. I took time off of work and drove 26hrs because my mom is in the hospital and in bad condition. This cottage was to be a small and relaxing place to decompress but I had to leave within hours of arriving because of the problems, safety concerns, and the lack of customer service. Below is a partial list of what happened: 1st issue - place had evidence of mouse problems. - tore up toilet paper and mouse poop were found. — I was told I could clean it up -I was also informed that all of their cabins had mice in them 2nd issue - Wifi was not available. This was advertised and not provided. 3rd issue - There’s no phone at the cabin nor cell signal. Without the WiFi for connectivity there’s no means to contact anyone in case of an emergency or for reporting maintance issues. It was a 20 mile drive to make a call for all issues each time something happened. -I drove 60 miles after all was said and done 4th issue - water tank sprung a leak. 5th issue - all of this happened within the first 4 hrs of being there. 6th issue - when I said I wanted to cancel my stay, they would not do it and I was made to be a high maintenance person and they didn’t understand why I wouldn’t settle for a different cabin comped at , $600.00 a night. They made it clear that they were not going to refund me any of my money based off what they believed to be my issue with staying there. 7th - currently I am on leave from the Military due to my mom being in critical care. I drove 26hrs to get here to be with her and to try and find peace during a tough time. I have been without in life. I understand at times things are what we make them. I’ve had to survive a lot in life but in this situation I paid for comfort, peace and to be close to my mom while also having the ability to reflect and enjoy home a bit. I can’t upload photos of the texts or the photos on this site but are available if needed.

  Business response

  04/25/2023

  When the guest arrived I was asked what the WiFi password was and I told him over the phone.  I was never told until later that he could not get the WiFi to work.  I do not know if there is a probem with the WiFi or not at this point, no one else has mentioned it if there is a problem. Next most people do get cell service there because the cottage is up on a hill.  As far as the mice issue, we have 6 mouse traps set up to kill the mice but sometimes there are still mice in the cabins that are in the woods.  The guest later called me at 11:00pm to say that the hot water heater had a small drip so I sent up 2 handymen to look at it at 11:30pm.  At that time the guest said he wanted to leave, we offered to give him a free upgrade to our most luxurious cabin a 6 bedroom that rents for $600 per night ( the guest had rented a 2 bedroom cottage).  Since this was a very generous offer I think there was a different reason that the guest chose to leave. I believe something must have happened in his personal situation to make him want to leave.  We went out of our way to provide excellent service so 

  Customer response

  05/03/2023

  It appears they do not want to refund me my money according to the texts attached there was no announcement of the mouse traps. I was on leave over my mom being in critical care and the photo texts are proof of my first 4 hrs. 
  

  Customer response

  05/06/2023

  If by fair you didn’t honor my request to refund my money due to issues posed within the first four hours I would think most would not agree but I am not a lawyer. In my 23 years of service I have never taken emergency leave to a place with a mother that wasn’t doing so well and in critical care. Just to find out that there was no phone, internet (which could of allowed me to place calls due to wifi and receive them from the hospital), expose me to vermin and downplayed it stating” all of your cabins “ had mice and the hot water heater busted the same night I checked in within 4 hrs and you  down played a customers concern also you placed the place back up for rent in the included photo the day the BBB was notified. You are right you treated me well given those factors in your thoughts but in mine and others this is a huge concern. My command lost their minds when I told them what happed as well. 
  If I had done all of the above in military housing,IHG or even on a base deployed I would have had a commanders 15-6 investigation and on the vermin alone I would have gotten in big trouble. You did say all the cabins had mice but never stated you had traps out and where they were for my safety as well.  I am no exterminator so that being said it could of been rats too I trust what you said however now I honestly don’t know. Even if it’s only mice come with mice comes snakes inside of a building and different factors with rodent feces. I don’t believe health code allows for this to be acceptable in the state of Ohio either but I am no lawyer so I will let it go through this channel first. 
  Fact is I chose this over a hotel there was no reason to rent this place as it was not up to lawful safe accommodate in my opinion but again that is why we are here now. 
  I have included the photos of the router, renting it out after the date I had verified in e mail for my stay along with a screenshot for the rentable dates for the cabin. So it is known that you are keeping all of my money even though you honestly tried to re rent it after I filed the BBB complaint. With that said the stress of finding a place last min and a troop going without in a time of stress was a great thing but fortunately I have dealt with all the worst in life so for now I will just prove my case and be done.
  
  

  Business response

  05/08/2023

  I will address everything one by one

  1.  We did have a mouse in the cabin and we do have mice traps in the cabin.  There is no other way to get rid of mice.  I have many cabins and have spoken with many exterminators there is no other way.  The bait method is not very effective anymore.  You are overstating the threat of having a mouse in a cabin.  The cabins are in the woods, therefore every cabin and I mean over a thousand, have a mouse in them.

  2.  The hot water heater had a small drip, it was not "busted" as you stated.  I also sent 2 repairmen up at 11:30pm at night to handle that issue.  I call that excellent customer service.

  3.  We examined the internet and could find no problem.  You also stated that wiring was destroyed but we could find no evidence of that.

  4. Lastly, I have to guess that you decided to stay with your family for free and that is why you did not opt to stay in a super luxurious $600 a night cabin which was triple what you had paid.

  I was fair and generous but if someone wants a free stay there is not much you can do.  

   

   

• Initial Complaint

  07/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  DO NOT RENT CABINS FROM THESE PEOPLE!!!! I Just returned from vacation. Rented the Kountry Kisses cabin from this company. Upon arrival we opened door and was smacked in the face with a strong smell of mold and mildew. Literally took our breath away!!! There was some scented oil burning to mask but there is clearly water damage here. Floors were weak in areas, water stains on ceiling that have been painted over. Water damage and mold around tub in back room next to bedroom, mold around hot tub and a board right at bottom of stairs to hot tub curled up with screws sticking out. This place was clearly a hazard all the way around!!! I contacted this company as well as cabin owner. Well… ****** the owner called back and immediately started verbal attacking me. Would not let me speak and then told me to SHUT UP!!! And hung up on me. **** from this company only sent me a message stating….. Sorry your unhappy but we do not refund for early departure. My girlfriend has asthma so she stayed outside. this was clearly a health hazard for her more than myself. There was no way in hell we were going to stay here under these conditions. I then had to get a hotel room for the night. Then found another cabin for the remainder of our stay. Mind you. This whole time I’m trying to make contact. Over the past 5 days there has been no response from anyone. The only thing I’ve gotten back was $29 service fee from the booking company. Which was returned the minute I hung up phone with them. These are some very unprofessional people and have no concerns whatsoever for people health. My next step is to take them to court.

  Business response

  07/20/2022

  This cabin has been booked almost everyday for the last 40 days with no complaint until now. 

  There is no smell and no mold period.  Showing an old water stain on a ceiling means nothing.  As I told Mr. ********** we do not refund for early departure, there is nothing else to say.

  Thank you

   

   

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