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Business Profile

Cottage rentals

Snug Harbour Cottage & Marina

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cottage rentals.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:19/08/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Me and my husband rented a cottage for the weekend when we got there the cottage was completely different than the pictures that we were shown so false advertising for one. After spending about an hour there we noticed how completely filthy and unusable the cottage was we tried to get a refund and we were told non refundable but seeing as bad of a place it was we feel we are entitled to our money back. We wanted to go somewhere nice for our 20th anniversary and we don't have a lot of money (I'm on disability) but we splurged for our anniversary we need get to go anywhere and this place beyond disappointed us so much we just want our money refunded it was so bad we ended up driving 3 hours back home

    Business Response

    Date: 19/08/2024

    Hello BBB, 

    We have not had any guest named '*****************************' stayed at or made reservation at our business.

    Can the complainer please provide the reservation number and check-in date?

    Otherwise, this should be a complaint to a different business. 

    Let us know the updates. 

    Thanks. 

    Customer Answer

    Date: 20/08/2024

     
    Complaint: 22159680

    I am rejecting this response because the check in date was August 16th and the reservation number is **********. The cottage was booked under my husbands name ********************* (made a spelling error when booking his last name is actually *****) thank you 

    Sincerely,

    *****************************

    Business Response

    Date: 04/09/2024

    These two guests checked-in to the cottage and stayed there for two hours. After that, they told our front desk staff that they forgot to bring their medicine with them and need to return home. During the communication, they never pointed out anything inside the cottage was different from the photos online. Also they had not mention any cleanliness issue, let alone a request of refund.

    We would like to ask the complainant to provide photo and document proof of "false advertising", "filthy and unusable" and "request of refund" to support their claims. 

    Otherwise, these are false accusations and we as the business reserve the right to legal actions as necessary. 

    Customer Answer

    Date: 06/09/2024

     
    Complaint: 22159680

    I am rejecting this response because: first of all we didn't take pictures of the cabin as we were not planning on complaining about the condition of the cabin. Also my husband is too kind to say anything  to them, which I agree he should have pointed out the problems but we just wanted to get out of that cabin ad drive back home which is 
    a 3 hour drive. Our intent for the weekend was not to drive 6 hours total for nothing. Also my husband did ask for a refund and we were denied.we were very disappointed about the whole situation ad all we did is write an honest review of the cabin we have done NOTHING wrong the cabin was full of dead bugs, the bed looked like the sheets ad blanket haven't been cleaned as well as the futon had so many stains on it I didn't even feel comfortable sitting on it. All were asking for is to be reimbursed our money since we didn't stay the allotted time. Also please don't threaten me with legal threats as like I said we have done nothing wrong. Thank you 

    Sincerely,

    *****************************

Snug Harbour Cottage & Marina is NOT a BBB Accredited Business.

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