ComplaintsforCypress Valley Canopy Tours

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 7/4/23 I called to request information about making a reservation of renting a cabin for two days. I spoke to the manager and he told me the reservation is only held when it is paid in full, the two days. I made a reservation over two weeks away and I paid the full price of $1325.00 over the phone, as I made the reservation over the phone. Before making the reservation I told the manger that one guest was handicapped, and he knew this; he told me the only issue would be the stairs the person would have to go down. However, he neglected to tell me that the closest bathroom was a long walk away and I did not learn this was the case until I saw ******* videos of the location that night. This is a danger to someone who is handicapped because in the middle of the night should they need to go to the bathroom it is a fall hazard. I called the manager back in less than 24 hours and told him about this problem, and he told me he could only refund me the amount minus a fee. He refunded me *******, not the full amount (minus about $92.75). I think this is highly unfair because he did not disclose to me the challenges and dangers to a handicapped person I would face, nor the cancellation policy.

  Business response

  07/31/2023

  Hi *****,

  I apologize for this situation and will gladly refund the service fee we withheld, which we always keep when when we approve refunds. My manager, ****, is usually very ***** with people about accessibility because our treehouses are not for everyone, I think there is confusion on what you saw in the video and the unit you reserved. The Yoki treehouse bathroom is NOT a far walk; however, the Juniper and ****** bathrooms do require a short walk to their bathroom. The issue with **** is stairs required to get to the treehouse which you discussed with ****. I am sorry you were unable to visit and will gladly refund you the remaining fee.

  Customer response

  08/05/2023

  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. However they stated they will issue me a refund for the difference but I still have not received it yet.
  
  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. ↩