Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We planned a family vacay to *******, in March 2023 and booked a unit in ************* for summer, in August 2023, one that could house our family of 7, and are within walking distance from the beach and amenities, during that month mother nature spread all the wildfires in and around *******. As per the news and authorities, we were advised, that tourist should not come to *******, because our safety couldn't be assured & firefighters was already stretched thin. We contacted ****** ******, and he agreed that we shouldn't come, he said we can just get the credit and come the next year. Last year, I tried to book the same unit, but it was reserved, so I tried booking the unit for 2025, a lady named ******** ********** sent me an email to advise, that ************* units, now have to be rented for a minimum of 3 months at a time. ******** sent us some other locations, but none offer the same space, convenience and price, so in July 2024 we asked if we can maybe please get a refund instead. After back and forth emailing, ******** finally requested our mailing address on September 3, 2024 for the reimbursement cheque. Since September 3rd, 2024, I have been emailing ******** at least once every two weeks, with barely any response. ********** second last response was, that they have a long list of refunds to process, we are on the list. I sent her an email back to please advise what their timeline is, and she said she spoke to their accountant, the accountant hope to have everything resolved in February 2025. ******** has been stringing us along for 7 months, this booking was made in March 2023. We have been very patient, but would really just like our money back. We realize this was a natural disaster, which means it wasn't our fault either, we would just please like our money back, so that we can book a vacation elsewhere for our family. Thank you :)

  Customer Answer

  Date: 03/02/2025

  My full legal name is: ******** ********. But I prefer, and go by Cat ********.

  

  Business Response

  Date: 14/02/2025

  Cat ******** did reserve the unit she spoke about. When reserving the unit she signed a contract detailing our cancellation policy on March 14th 2023. The cancellation policy does state that the reservation is non refundable. The contract states (in bold) that once a reservation is paid in full that the reservation is transferable in the form of a credit with no expiry that can be used on any properties within our rental pool.

  Cat ******** did request a refund as she no longer wished to travel to the Okanagan. We let her know that although it was not our policy we would offer a refund. Unfortunately we are behind on processing reservation refunds. We have informed her that she is in line to receive a refund when we are able to do so. 

  We did this out of kindness wishing to help her despite the fact that she signed a contract stating any cancellations would be held in the form of a credit, not refund.