Complaints

• Initial Complaint

  09/01/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We booked a cabin here for July through Airbnb. We had a family emergency come up and submitted a date change request the morning of our arrival date (well before check-in). We selected new dates in October and agreed to pay the higher rate for those dates. We also left a direct message for Monique that same day. Despite multiple additional attempts to get in contact, and a string of incoherent and confusing text message replies from her, she has still neither accepted or denied our date change request. More than once, my husband and I have requested they call us to discuss the situation, and they have not called. I understand that it's the owner's right to have a no refund and/or no change policy, but if we had been told immediately when we asked for the date change that it would not be possible, we would have at least come for the second night of our reservation or gifted both nights to a friend! But because of their extremely slow response, it seems we have simply lost both the reservation and the money. We would like either our change request approved (or for another date) or our money back. Note that this request is due to the lack of prompt response, which prohibited us from using or gifting the reservation, not the policy itself, which again I understand the business is entitled to. The total was $343.88. Attached is the receipt. We can send more of the messages between us and the owners if it is helpful.

  Business response

  10/06/2022

  
  
  Thank you for contacting Urban Saddle Ranch.   We are responding to this complaint because the allegations are false.WE
  are sorry that this customer had a family emergency and we realise things can happen. We work in partnership with a company 
  called evolve management it is their polices regarding refunds or any rescheduling.We follow those policies to maintain our business 
  relationships. We explained to the customer that we do not give refunds but because they could not make it that day we always leave
  the rented cabin available in case customer still decides to show up. That being said we try to live up to our obligations and policies and
  in this case we did.  This complaint lacks merit and is baseless due to all policies are clearly written out by evolve prior to any customer 
  booking. 

   

  Thank you.

  Robert P****
  

  
  

  Customer response

  10/06/2022

   

   

  Better Business Bureau:
  

   

  Attached is the *complete* record of communication which shows that the owner (Monique) never told us that we could not change the dates of our stay. We had no other communication regarding this. Everytime we called Evolve, as she suggested, they told us they were waiting for her to approve the date change request. And in all of this communication, she never once said that the date change request would not be approved. We were given the run-around for months, wasting an incredible amount of time.

  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  It was never communicated to us that changes are not possible. In fact, we were able to request a change on the Airbnb site and we agreed to new dates and a new rate. (We in fact agreed to pay extra for the new dates and were happy to do so). The representatives at Evolve told us that they received the date change request and were waiting on approval from the owners. Because of this, we did not attempt to come at the time of our requested dates. The website should not have the option to request a change in dates if in fact policy prohibits this, and I can find no language on the airbnb site saying that changes are not possible. (Attached is the full listing).
  

  
  Regards,
  
  ***** **********

*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. ↩