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Business Profile

Resort

Rustico Resort

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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  • Initial Complaint

    Date:31/07/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Stayed at Rustico Resort July 15-25 2022 for a family vacation.
    This was our 5th year returning to this business and we have always had satisfactory stays here in the past. The business was sold in the spring of 2022 and is now owned by ***** *********
    Paid $2731.25 at check in, as requested by new owner.
    2.5 days into our stay, we found a dead mouse in our unit. After two phone calls for maintenance, ***** showed up to remove. ***** didn't apologize, or offer any good will gesture at the time. Quite the opposite, he took the opportunity to advise my partner that we had failed to pay a $20/day pet fee at check in and we owed an additional $230. In our 4 years going here, I do not recall paying extra to have our dog on the property. We were not informed of this, and did not agree to it. When I failed to pay the additional fee, a note was posted in a common guest area with my cottage number, my full name, and the outstanding bill. I believe this was a privacy issue and was done so to embarrass me into paying.
    On July 23rd I reached out to ***** via text and asked for a refund for the nights we stayed with a dead mouse in our cottage. He refused and suggested in a voicemail that we leave early if we weren't happy. We spoke on the phone and he reiterated that if I wasn't satisfied with the accommodations, we could leave and he would refund the days we would miss in doing so. I declined this offer. I understood from that conversation that we would not be asked to pay the $230 pet fee.
    We checked out on July 25th- ***** called me and left me a voicemail an hour after we left the property stating we had left without paying the pet fee and he would take me to small claims court if I didn't pay by the end of that day.
    That evening I texted him and asked for a refund of $452.81, provided my calculations of 2.5 nights stay, I even deducted the pet fee from my ask, even though I do not feel we owe that. I followed up July 27th.
    ***** has refused to respond to me.

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