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:02/26/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  My family and I rented out all 7 cottages from the ********** cabins from Thursday, 2-20-25 through Sunday, 2-23-2025. Upon arrival, my family and I took occupancy of Cottage #3. Immediately upon arrival, the toilet was not working and did not flush. We were told that there was a problem with the shower and that the on-property representative named ******** was aware of this and had a service call placed. We then had to inform her that there was also a problem with the toilet. This was all within the first 30 minutes of arrival. The maintenance people came out and fixed the shower and toilet issue from the outside of the cabin. They never entered the cabin to assess the problem. The next day, the toilet did not work, did not flush again. We tried reaching out to ******** via the cabin she was staying in (#8) and by phone. When we finally made contact, she then informed us that we could not use neither the shower nor the toilet and that we would need to use the facilities from another cabin. She told us that we should reach out about getting a partial refund since it was a major inconvenience to be unable to use the restroom. She explained that the tree roots made the plumbing an issue for this cabin and that it is normally closed. The remaining 2 days of our stay, we had to leave the cabin in the middle of the night to use the restroom elsewhere. Today, I called ******** about obtaining the partial refund that she told us about. She then changed her story and told us that we would have needed to vacate the premises at the time and stay somewhere else off property in order to get any sort of refund. That was not explained to us at the time of our stay. Staying off property was completely illogical as the rest of our family was staying in the other cabins. We paid around $600 for that cottage #3 when the owners knew the bathroom was not functional. ********** is unwilling to partially or fully refund their guests for such a major inconvenience.

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I booked this hotel on 7-18-24 through booking.com and paid upfront for it in full. It was for my fianc birthday weekend which was August 2-4. We go to check in around 4 and get told the person who was staying in our room that I booked the night before didnt want to leave to come back in an hour mind you it way past checkout time for the person. So we go grab a bite to eat and come back around 6 check in go to the room and its a mess we get told the cleaners left. Theres dirt all over the floor food all over the stove smells bad. My fianc tells them you need to come clean this its not our problem the cleaners left we paid for a room that was supposed to be cleaned and ready for us when we check in. Fine we enjoy the night. Then around midnight we get woken up to someone breaking into our room she was able to open the code locked door and put her hand inside and undo the security chain. I chase her out and my fianc comes out the people at the front desk are apologizing. The next morning theyre still apologizing and say they are going to refund us for the whole weekend they put one night back on my card on 8-3-24 and say booking.com will refund me the other night. I still havent received the money they supposedly put on my card. I call booking.com and they try to get hold of the hotel because the hotel has to refund them the other amount and the hotel isnt responding to their emails and keep hanging up on them.

  Business Response

  Date: 09/06/2024

  Greetings! 
  
  We have, via multiple conversations and modes, offered our sincerest apologies and expressed our disappointment for the way things went down. As a result of this unfortunate incident, we have put on an optimistic attitude and implemented excellent steps to ensure nothing like this ever gets repeated again. More than sufficient measures are in check.  
  
  The refund; 
  
  We have processed a full refund. The guest paid Booking.com directly and Booking.com paid us. We have given a full refund to Booking.com so that they can process a refund for the guest. The refund proof has been sent to both the guest and to Booking.com. Now it is a matter that is outside of our domain. We have diligently done all that which was needed regarding the refund. 
  
  The final statement about Booking.com not being able to get a hold of us and we hanging up on them is untrue. 
  
  Please let us know if we can be of any further assistance to help alleviate this unfortunate situation. 
  
  The ********** Team