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Business Profile

Guest Ranch

C Lazy U Ranch

This business is NOT BBB Accredited.

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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 status

Complaint type

  • Initial Complaint

    Date:10/28/2024

    Type:Product 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.
    Paid in full on Sept 6th to go to ranch on Oct. *****th. Had a medical emergency occur on Oct 10th that prevented me from going on trip. Upcoming surgery is scheduled. Ranch will not refund any money or reschedule trip. Paid almost $4100.00. I could not prevent medical event but Ranch refused to consider circumstances and/or refund/reschedule trip for spring. Paid significant amount of money for trip.

    Business Response

    Date: 12/21/2024

    Hello,

    my apologies I missed this but a letter addressed to ****** ****, dated November 22 was just received.  I have been out of the office for the past 10 days. My name is ****** ****** and I'm the ** at C Lazy U.  This reservation referenced in the complaint was for ****** ****** and ******* *******.  They called a few weeks prior to arrival with the medical emergency.  They were offered to move the reservation or if we were able to rebook their cabin they would receive a full refund.  Due to how close it was to arrival, the cabin did not resell and we refunded a portion of their deposit, per the booking policy.  All bookings are made in advance and prepaid via a deposit.  There is a booking agreement prior to a confirmation to ensure the guest is aware.  This guest does not appear to have purchased travel insurance.  This is a recommendation we make to encourage guests to purchase travel insurance for emergencies.  We did also make an exception to our policy and issued a partial refund despite being within 60 days of arrival.

    Please contact me if there are any further questions.

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

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

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

     

    Booking policy language:

    At the time of booking we do require a deposit. This deposit is 30% of the total room plus tax and resort fee for your stay. Sixty days prior to your arrival the remaining balance is due which means room plus tax and resort fee are paid in full by the time you arrive. Note that both of these deposits are nonrefundable immediately, so we do always recommend travel insurance. Any incidentals will be assessed at checkout. 
    Your initial deposit is non-refundable at time of booking. Your final deposit will be nonrefundable 60 days prior to your arrival.
    If an individual in your party contracts Covid and the individual or the group has to cancel last minute, all deposits received to date are non-refundable.  C Lazy U Ranch strongly recommends that each individual purchase travel insurance to protect against all unexpected reasons for a cancellation. 

C Lazy U Ranch is NOT a BBB Accredited Business.

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