ComplaintsforCarnifex Ferry Cabins

• Initial Complaint

  09/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Our booking number was ******** for Cabin * ***** **** ***** on 9/1/23-9/4/23. We left the property early on 9/2/23 due to the rest of our party being asked to leave the property. WE have asked for a refund as the day after we left 9/3/23 a new tenant was already moved into cabin 7. We have not received a response to our request. We also paid the additional $100 pet fee and did not bring our dog but have yet to received the $75.00 refund as stated in the contract.

  Customer response

  09/28/2023

  complete address **** ********** ********** ** ******* ** *****

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vacation dates 9/1/23-9/4/23 Breach of contract, services not rendered. We we’re supposed to be able to enter our rental at 4:00 pm on Friday 9/1/23, rental was not ready, waiting until 7:30 finally heard from caretaker and was given a key to another cabin and got into the cabin at 8:00 pm that night, next day was approached again by the caretaker and was told we needed to vacate the cabin we were given and the original cabin was ready, but after talking to the housekeeper found out that the back deck stairs were broken and unusable, we were already unpacked at the cabin they had already given us, we chose not to leave, we then started getting harassed by text that he, the caretaker was going to involve the police and he did, at 8:00 pm Saturday night 9/2/23 the WV State Police showed up and told us we had to vacate and that the caretaker said we could possibly have our original cabin but he would prefer we just leave. So we and our guests left driving back to Tennessee and Ohio. I feel I deserve a full refund, have reached out to management and have not received a response.

  Business response

  09/18/2023

  Dear BBB,

  The guests had properly paid for Cabin 11, and we would have been happy for them to stay there. Instead, they arrived early, and told the caretaker on site that they had friends who were in Cabin 10. Because Cabin 11 was still being cleaned, as they arrived before check-in time, the caretaker was trying to be nice and let them into Cabin 10 to await their friend's arrival.

  When Cabin 10's paid guests arrived, they said that they did NOT know Cabin 11's guests. At that point, the guests in Cabin 11 were asked to leave Cabin 10, since they had not paid for it and were not entitled to stay, nor did they know the guests who were staying in Cabin 10. They refused to leave the cabin they had not paid for and were not entitled to stay in.

  The caretaker asked them several times to leave and go back to their cabin, Cabin 11. They refused. Our only recourse was to call the police to escort them out, which we did after telling the guests we would not let them stay in the wrong cabin. They continued to refuse to leave Cabin 10, in which they were now illegally squatting. The police escorted them out.

  We will not be providing a refund to guests who had to have the police come to escort them out of a cabin they did not belong in, had not purchased, and entered under false pretenses of knowing the guests.

  Best,
  ****** *** ******** **********
  

  Customer response

  09/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have attached a time stamped email of a conversation I was having with my aunt who was the first one at the cabin, they were there just before 4:30 pm, check in is 4:00 pm, also at no time did we say we were with the party who rented the cabin they gave us when at 7:30 pm our cabin still wasn’t ready, we told them we had 3 other cabins booked, and assumed the second cabin hadn’t been booked, why else would they have put us in it, they haven’t responded to any emails. They also owe me a pet deposit. All of this is in their website. The police officer told us they agreed to refund our money since they prefer we leave that night.
  
  Regards,
  
  ***** ******

  Business response

  09/28/2023

  The guests falsely obtained access to a cabin they did not book by lying about their affiliation with the party who legitimately booked the cabin. They had no legal right whatsoever to stay in a cabin they had not booked. They were offered access as a courtesy because they said they knew the guests in Cabin 10. When asked to return to their original cabin, they refused, forcing the guests who had paid for Cabin 10 to wait until the police arrived to escort the party out of the cabin. The fact that the police had to be called to remove them when they were illegally staying in a cabin they did not pay for says everything. The police did not state that a refund would be issued, as they are not representatives of the business and have no capacity to bind Carnifex Ferry Cabins.

  Had the guests returned to the cabin they booked, everything would have been fine. Instead, they refused to move to the cabin they booked, refused to respond to the caretaker's request to go back to their cabin, forced the legitimate guests in Cabin 10 to stay out of the cabin until late in the evening, and then refused to leave until the police were called to evict them from their illegal squatting. We cannot refund the stay, as it became a legal and police matter because the guests unilaterally chose to perform illegal acts.
  

  Customer response

  09/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  the owner of the business has been misinformed, we never said we had any affiliation with any one from cabin 10, we told them we had rented 3 other cabins and one of them was cabin 7 which was right across the road from cabin 10, if you’re staff is telling you anything different , he has made that up to defend what he did , he handed us the key, we did not illegally enter the cabin, we were given the cabin after waiting 4 hours for cabin 11 to be cleaned , also you failed to mention the steps to the deck were broken and unsafe to use when you rented the cabin out , another reason we need to be refunded , who wants to stay in an unsafe environment, I had elderly people there who had traveled from Tennessee , this is no way to do business.
  
  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. ↩