Complaints

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• Initial Complaint

  Date:04/04/2025

  Type:Facilities 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.

  Reservation # 138330
  I previously stayed at Mesa Bliss managed by the responding business. The first night was not usable due to road closure and inclement weather. Furthermore, uponchecking in there was a nonstop, constant disturbing, irritating, barking dog that was promptly reported to property management as soon as it was observed. Over aperiod of several days they dayed back-and-forth and answering between myself and the owner only by the time the very end of the reservation was near end. Did lt offer to do anything if at . it disrupted me, my peace and quiet and sleep as sometimes the dog barked in the middleof the night, causing me to wake up and not being able to fall back to sleep. I have approached this situation several times asking that they simply refund me approximately $501 which would Satisfy the prorated outstanding night. I didn’t use for all the trouble with the barking dog while they did offer $150 credit for a future stay I was hesitant to do this, but did decide to try it out. I had extensive communications with I stayed I was very noise sensitive should not be near allowed animal or busy roads, etc. then they allowed me to book a reservation at the butterfly cottage, which was next to depot Road and the train and didn’t bother to advise of its undesirable proximity to a major train Then during the day there their smoke detector became faulty and started going off at four in the morning again bothering me. this has been brought to their attention to receive a fair resolution. I even said I would take the $501 credit with the next rental which they have refused. This is a demand with the BBB being escalated to seek such a refund in the form of a checkemail to PO Box **** Spring TX 77383. If I don’t receive what I am fairly requesting for closure for this matter, please be aware I intend to escalate this to an attorney The rental owner, the broker and Ca department of real estate for further intervention.

  

  Business Response

  Date: 04/10/2025

  This guest first stayed with us in December 2023 at Mesa Bliss.
  On December 26, 2023, the guest informed us of a dog barking nonstop. We have never heard this complaint before or after this guest. We apologized and reached out to the owner. Here is the correspondence that we relayed to the guest:
  On Tue, Dec 26, 2023 at 9:29 AM Paradise Retreats Property Services <[email protected]> wrote:
  Good morning,
  I spoke with the owner this morning about dogs. This was his response:
  “He hears dogs barking very briefly around the neighborhood but nothing unusual and nothing nonstop. His dog barked a couple of times briefly this morning and he has heard a couple of dogs bark now and then in the neighborhood. He does not hear any dogs barking nonstop.”
  Please let us know if you continue to hear barking.

  We offered the guest a $150 credit, which she then used on her booking for Butterfly Cottage for June 21 - 24, 2024. She is correct in stating she had said in an email that she was noise sensitive, however we didn’t remember that from 4+ months prior, during her previous booking.
  The guest booked a property near the train tracks, which is clearly outlined in our Reservations Agreement that she signed:
  FREEWAY NOISE WARNING: As with many coastal homes on the Central Coast, the home is located in proximity to the 101 Freeway. There may be noise from freeway traffic associated with this property. Any complaints about the property due to noise related issues should not warrant a discount or refund of rent.
  RAILROAD TRACKS NOISE WARNING: There are railroad tracks near the property. GUEST AND GUESTS VOLUNTARILY ASSUME ALL RISK AND DANGER of personal injury (including death) and all hazards arising from or related in any way to the rail road tracks howsoever caused and whether by negligence or otherwise. Extreme caution shall be used when crossing the railroad tracks. Minors shall not cross tracks without adult supervision. No person shall linger on or near the railroad tracks. There may not be lights, which fully illuminate this hazard at night. Crossing the railroad tracks by persons who are intoxicated and/or under the influence of alcohol or drugs is prohibited. Guest shall inform all others about the safety issue caused by this hazard.
  While we do not feel that a refund is warranted, we will refund this guest as a gesture of good will .
  Kind regards,
  T*** *******

  Please ask guest where they would like a check sent for the refund. Thank you.

  Customer Answer

  Date: 04/10/2025

  
  
  
  Mail refund check to;
  C****** *****
  PO box ****
  spring Tx 77383