Complaints

• Initial Complaint

  02/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Myself and a group of 21 other people were scheduled to rent the cabin "Above the Stars" for 3 nights (February 11-14). We all drove from varying distances, all over 4 hours. When we showed up Friday evening, our cabin was in complete disarray. Broken cabinets, drawers and railing along the stairs, vomit stains on the floor, food splattered along various walls, roaches crawling throughout the cabin and a window that had been broken out. Initially they offered no options. Several employees came to the cabin while our trip coordinatorwas talking to and about the situation. Eventually, they told us we could stay the night in another cabin and they would "fix" ours so that we could relocate back to Above the Stars the next day although their location team told them it was not possible to fix the damage in that time period. Our group coordinator spent 6 HOURS on the phone with before she was finally RELUCTANTLY offered a refund that we have yet to see. It is unbelievable, but that is what we were offered - a refund of what we paid after taking an entire evening of our trip, all of us driving hours to get there and the prospect of having to cancel our entire weekend because of an unprepapred cabin. We will never recommend or rent from these people. Additionally, the photos of the cabins on the website are probably 15 or 20 years old. They are dilapidated and roach infested. Even the "ready" cabin they were going to have us stay in for the night had roaches. This was an absolutely terrible experience and this group was awful to work with and provided little reparations for such a huge inconvenience for a very large group.

  

  Business response

  03/24/2022

  Business Response /* (1000, 5, 2022/03/02) */ The guest arrived for their reservation with us on 02/11/2022 and was scheduled to depart on 02/14/2022. Upon arrival, the guest reported issues. The guest were upset that we could not move them to another 12 bedroom for their stay. Unfortunately, we were completely booked up and had nothing available for their whole stay. The guest was not happy about this. We explained we could definitely fix all of the issues in a timely manner and could discuss compensation when they checkout. We do let guest know In our reservation agreement, that al these are not hotel rooms they are individual home and from time to time appliances and amenities will break down or malfunction. It mentions we respond as quickly as possible to any issues that arise. We did offer to move them to a larger cabin for one night. They refused this. The reservation holder stated if we moved them and even when all issues were fixed, they refused to go back to their reserved cabin. We would have offered to move them their whole stay had we had a cabin open, but we were completely booked and the cabin we offered for one night was reserved the next day. We offered to fix all of the issues, offered to move them for one night, and also offered compensation. They continued to refuse and demanded to be refunded and let go since we could not move them for their stay. We went against our policy to rectify the situation and make the guest happy. We processed a full refund for them and they left. We sent them a confirmation email with authorization codes to give to their bank if needed as the refund was processed on our end. We always explain to the guests it can take up to 5-7 business days to arrive on their end depending on their bank. We explained due to the holiday and with it being the weekend, there may possibly be a small delay on their banks end. They stated they were content with this. They posted the complaint only 5 days after the refund was processed.

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