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Business Profile

Health Resorts

Cozy Hollow Lodge

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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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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  • Initial Complaint

    Date:03/11/2024

    Type:Customer Service Issues
    Status:
    Unpursuable
    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 a cabin with cozy hollow lodge/ Modern Snowmass cabin w/ kitchen. Check in was for Feb. 17 at 5pm. Check out on the 18th of Feb. I got a email confirming that my cabin was ready 3:07pm. I didnt go into the cabin until 5:30. When I walked into the cabin, I seen that the cabin had not been cleaned. I emailed *****************************. He was the host. He sent a cleaning crew that didnt speak any English. I had to wait, while the crew cleaned. When they left, they left the cabin door wide open. The cabin was still not clean. The shower was never cleaned, hair was still in the shower floors, the pillow cases had grease or black stuff on them. Nothing had been cleaned right. And the towels were never restocked. There was no way of even taking a shower and drying off. I emailed ****** again. Someone brought over some towels some time later. By this time we where just ready to go to bed. The bed was falling apart. When you layed on it, if felt like it was going to break. At 9:15-9:30pm someone else from the cleaning crew knocked on our door trying to come in to clean. I was already upset by all the problems with this cabin and the communication. The crew again didnt understand English. After I got home I got a email from ****** asking to let him know of any problems. So I did and told him that I wanted my money back. That this was not what I paid for. I told him I email the company that I booked the cabin and that I was going to put a complaint. I had told him through the emails that I had taken pictures of the nasty condition of the cabin. I have all the emails from ******. I just want my money. The whole experience was horrible and disappointing. I booked the cabin to relax, but all I got was a stressful situation. There address *******************************************************

    Customer Answer

    Date: 03/22/2024

    I dont remember ever getting a invoice.  All I got was a charge to my Venmo account right after I paid for the cabin in Feb 2,2024. Thats the only thing I have besides all the email for checking in, and my complaints to ****** about the cabin. If you need all the emails, I can send them. 

Cozy Hollow Lodge is NOT a BBB Accredited Business.

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