ComplaintsforCedar Creek Resort

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The people there allowed us to enter the gate and while we were paying online they treated us so poorly that we said just give us back our money cause we will not b staying at anyplace that treats there guest like that before even being all the way in. We had email contact with the business and they said they would refund us then said all but booking fee .we said want it all back since the time of payment and the email explains we would not be staying we’re 12 min apart. They only said they were gonna make payment back to us so they could make sure they got our money since it was still pending. If they didn’t make agreement to pay us back we would have put stop payment on it. The owner used exactas it would take couple of days cause manger was in hospital . Then kept our money . We have all email contact that we could send u if needed .

  Business response

  08/03/2023

  Here is the actual correspondence from this would be customer. We have never had any complaints about these ladies and just to give the customer the benefit of the doubt, we offered on June 10th to refund the booking which made no sense to have been made at the gate but when a customer makes a booking, the reservation company keeps a $3 booking fee and the credit card company keeps a 4% fee. so I was willing to refund all but about $4 and the response was basically they would take nothing less than a full refund so at that point it became obvious that the staff was probably correct in their view of a very strange incident. No one has ever booked at the window while they were driving in and if this was all over a tour that we have posted in big letters in the office that we do not give tours period why would they have proceeded to make a reservation? since the customer responded on June 10th "we already we explained we will not accept anything less than what we paid" That left us with no option. Our system will not allow us to refund the $3 that went to the booking company and the bank is not refunding the credit card fees. They even have to check a box in the booking that says they understand the cancellation policy and that all booking fees are non refundable. It is our belief that they came in thinking there would be a large crowd there on a Sunday and that is not one of our busy days so they had buyer's remorse. We are still willing to refund all but around $5 in booking fees but as you will see below, these people are being a bit unreasonable and actually caused the issue themselves by creating this booking before confirming that they could get a tour.   

   

   

  All fine and good on ur part now we take it to the next level with better business bureau and file complaint with state for harassing and scamming. Once  we put in a foil for ur cameras that recorded all I’m sure we won’t having a problem with a discrimination case. We are clearly informing you of our full intent so erasing the footage would be a criminal offense and also we know the cameras were working that day cause the lady with the nasty attitude informed us we were being recorded when we asked her to open the gate . So once again we will take the full amount which is little compared to the law suit for false advertisement . You have a nice day and next time we hear from you it should only to tell us the full refund has been sent and an apology for the way we were treated. Your email for a refund came in 12 minutes after the reservation so you clearly know there was a problem. 
  Thank you
  Jim & Heidi B****
  
  
  
  On Jul 16, 2023, at 11:20 AM, Cedar Creek Resort <**************************com> wrote:
  
  You said you would not take less and we were offering all but our expenses. Our policy that you had to agree to when you booked is anything less than 7 days is no refund. 
  
  On Sun, Jul 16, 2023, 11:16 AM Jh B**** <***************.com> wrote:
  We are checking on our refund status.  Today is 7 days since we last spoke and you said we would get our full refund.  Will this happen in the next day or should we take proceedings?
  Thank you
  Heidi & Jim B****
  
  
  
  On Jul 10, 2023, at 9:09 AM, Jh B**** <***************.com> wrote:
  ?All fine n good but we already we explained we will not accept anything less than what we paid and a couple of days is a lot for our money to be held up. You as owner have the power to fix this and if the other ladies are so well trained then why would we wait for the manager that is very sick and u don’t know when she will b back. Please just fix as soons possible 
  Sent from my iPhone
  
  
  
  On Jul 10, 2023, at 9:04 AM, Cedar Creek Resort <**************************com> wrote:
  
  We are sorry for the incident. It may take a couple of days for the manager to return but you will be refunded all but the booking fee. Thanks for explaining the situation and we hope you will reconsider and give us another chance sometime in the future.
  
  Respectfully
  Molly
  
  On Mon, Jul 10, 2023, 8:59 AM Jh B**** <***************.com> wrote:
  We called and asked if we could have an escorted tour and the lady said that she would gladly walk us through n we explained we were traveling and would b there in 2 hours. When we arrived the older lady came 2 the gate and talked with us and proceeded to call us liars that that was never said in phone call. Then she took our photo ID and opened the gate. We entered and while having conversation my wife made this reservation then while I was trying to hand the lady our card to finish the balance she was having conversation with another gentleman that walked up then turns to me and yells I’m gonna have to ask you to leave . In shock we both replied why what did we do  and she says u don’t have a reservation and started to argue. When she finally proved to her we did she realized she made a mistake but by then we had decided we were not gonna stay at a place that we were talked to like that before we were even checked in. We asked her just to refund our card and we were leaving. She replied with a chuckle n says. If u made the deposit u stay or u don’t get it back. We replied just open the gate so we can drive out. She immediately called the lady we originally talked to and said I need ur help. Then she opened the gate . We drove outside the gate and waited on the other lady .when she came up there she explained that the older lady didn’t hear the call was wrong for calling us liars and that she wished there was something she could do to make it right but by then it was to late we just wanted our deposit back so we could leave. The Second Lady that was working on repairs was wonderful and showed she cares about the place but the first old lady is going to destroy your business . We are from New York and was looking for a stopping point and your place fit that but after going there getting treated like that by some old bitch that just wants to show she is the one in control without even listening we would never return as long as she is on ur payroll. All we want is our deposit back that was made within 10 min of the email you received and walk away without involving the better business bureau 
  Sent from my iPhone
  
  
  
  On Jul 10, 2023, at 8:06 AM, Cedar Creek Resort <**************************com> wrote:
  
  Could you please explain further what went on? We have new staff and the manager is in the hospital. They regularly check in day visitors so it makes no sense that they would turn you away. It was explained to us that you made a reservation for in the future but wanted to just come in and look around first. We do not do tours right now and there is little to see that you cannot see from the web site. Something just does not add up because we have had no complaints about either of these ladies and their handling of customers has been on point throughout training.
  
  Thanks
  Molly
  
  On Sun, Jul 9, 2023, 4:26 PM Jh B**** <***************.com> wrote:
  That is fine you keep that little bit of money. We will contact BBB.  Since we made the reservation at the gate right now and then when we were asked to leave because we didn’t have reservations very rudely.  Old lady called another lady to gate which we talked to earlier in the day.
  
  There should be a full refund on what we paid as were treated like crap soon as we arrived.  You keep letting that lady run the gate and you will not have a business.  Much less the reviews that will go with this facility.  As you see the time of reservation and the time I contacted are literally seconds apart.
  
  If you would like to speak to us you may call ************ and ask for Jim or Heidi
  Thank you
  Heidi B****
  
  
  
  On Jul 9, 2023, at 4:01 PM, Cedar Creek Resort <**************************com> wrote:
  
  Refund policy is on the booking page. If the reservation is more than 7 days in the future then we refund all but booking fees but if it is less than 7 days there is no refund. 
  
  Thank you
  Molly D******
  Owner
  
  On Sun, Jul 9, 2023, 3:44 PM Jh B**** <***************.com> wrote:
  Need a refund!
  
  Thank you
  Heidi B****

  Customer response

  08/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  James B****

*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. ↩