ComplaintsforHocking Hills Treehouse Cabins

• Initial Complaint

  01/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Back in 2/2022 I booked a handful of vacations, one at this establishment. I booked a stay for June signed the waiver and as you can see by the documents provided by my credit card was not charged until after I signed my document per the statement on their actual document indicating that all agreements are not complete until all parties have signed. I continued to get waivers that made no sense to me because I had booked for June and stayed in June. After our stay I continued to get waivers that had not been complete. Looking back at my credit card statement I was charged without signing the final waiver due to what was felt to be a glitch in there system. credit card statement shows second purchase was made on my credit card. I contacted the company in writing. We had been looking at potentially staying again but I never once put my credit card in a second time; therefore, I am not sure how this happened but my credit card information was still obviously in place and it booked the stay for December wo my full acknowledgment. I have been going rounds with the company since probably August. I wasn’t trying to ***** the company over and they offered me a 50% which I didn’t agree with because I didn’t authorize 2 payments or sign the second waiver. They offered to allow me to rebook for a different time. We love the place so we decided that would be the right thing to do regardless of the mishap that we feel that was done by the company computer website glitch that still housed my information 2 days later. I continue to get waivers and I did not have the time to call them to rebook but it was to my understanding that the spot for December was open so that another customer could book the stay without *****ing this company over. Received more waivers this week I contacted the company again stating this is an error and at this point I could only transfer to another quest. They just asked for my credit card again which they didn’t last time. I want my money back in full.

  Business response

  01/17/2023

  BBB called business to follow up on complaint and spoke to **** ****, who said this consumer made reservations for stays in June and Dec 2022.  She stayed there in June and everything was fine but decided to cancel her Dec. reservation. The business' policy is that cancellations are eligible for only 50% refund. Consumer claimed business made the reservation for her but they deny this. They offered to let her stay on a different date but she refused. She called 2 days before the Dec. reservation and wanted the refund but it had to be within 30 days out so she rec'd no refund. It is their policy and is clearly stated on their website.

  Customer response

  01/27/2023

  even their statement is false. I had been in communication with them since (august) their system logged as booked a stay I was looking at due to their fault older website that they since have obviously updated. I never signed the waiver to date either. Of course I didn’t want 50% back for something that was their error of which held my credit card information open on their site after the initial one booking 2 days later. I wasn’t attempting to ***** the business over (next time I’ll just report frauds on card and not be nice additionally the company should have a stay net for this not to happen or something in place that says are you sure you want to book… I had no idea the booking took place) and we liked the place so a conversation was had to book at another time. I told the company repeatedly that I would schedule a stay at another time but wasn’t sure when and that I would call back. It was assumed that the company opened the spot for someone else to book way in advance (their error not mine). When I repeatedly continued to see waivers in my account I called (yes two days prior but this was something I shouldn’t even had to have done since I’ve been talking with them at this point for almost 4-5 months). They told me when I called to switch it to someone else last name or lose all money and took back the offer to allow rebooking that was discussed for months. There is a ton of untrue things in the company’s feedback to the complaint but I will tell you at that very time I was done being nice and filed this complaint with the BBB. All of this is truly unacceptable  and horrible communication and website set up issues and no consumer should have to try to play nice or except this treatment as ok because a small business needs their money and have their money is in jeopardy due to the companies error. I want a full refund.
  

  Business response

  02/07/2023

  This guest booked a stay in June with us and then two days later booked another stay in December. In August after her stay in June she contacted us and said she's getting emails about her stay in December she had booked. 6 months had passed since she booked her stay in December and she was requesting to cancel because she thought our system "booked it for her." I spoke with her and she even admitted to looking at those exact dates and the cabin for December, but said she wasn't the one that booked it... I explained to her our cancellation policy on our website and the confirmation email she received in February when she booked the cabin that we only refund 50% of the reservation total after 24 hours after booking. She then reached back out in November complaining again and I provided the option of either changing her reservation date to another time or refunding her 50%. She asked to speak with a manager and I provided my number, but she never called. Then she reached back out 2 days before the reservation asking for a refund again. I then explained that she doesn't qualify for any refund at that point because she was within the 30 day window of her reservation. The screenshot is attached below. 

  
  

  We constantly get customers coming up with reasons why they want a refund. She is claiming that our system booked the reservation for her. With her credit card information, email, phone number and other details for a date that SHE was looking to book for herself originally. Every time she reached out I was responsive and explained our policy to her. 

  
  These waivers are irrelevant anyway as these are outdated. We stopped using them shortly after she booked and the reminder emails were just automated. She agreed to all of these terms on the website when she booked. 

  
  

  Bottom line is she reached out 6 months after she booked a reservation and asked for a refund. Here is the exact wording on our website and our confirmation emails for our cancellation policy. 

  
  

  If the booking is canceled before 6:00 PM, 30 day(s) before check-in the charge is 50% of total, less than 30 day(s) before check-in the charge is 100% of total

*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. ↩