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:01/10/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  The company markets themselves as "pet friendly." However, when I called to clarify if they allow service dogs, the person I spoke to says they consider service dogs as "pets." This is a violation of the Americans with Disabilities Act. They will charge ** for having the service dog on the property, which is also a violation of the Americans with Disabilities Act. This property needs to allow service dogs. My husband is a veteran with service-connected disabilities.

  

  Business Response

  Date: 01/11/2024

  Creekside Chalets is a pet friendly property that allows service dogs to stay without a charge. Creekside Chalets allows 2 dogs *** per chalet, per stay, $30 per pet as a one time fee. This lady called to ask if she could bring two ********* a service dog, a total of three dogs. She can bring her service dog and one other animal, we only allow two dogs total at the property per chalet. We strictly enforce our policy to remain fair to our housekeepers and other guest's staying at the property. This complaint is completely bogus and out of line. Please remove this from our file as this complaint is not accuratly reflecting the guest's request. Yes, she can bring a service dog without a fee. No, she can not bring a total of three dogs. 

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21117891
  
  I am rejecting this response because: I spoke to the owner of this property today, 1/11/2024. She clarified that they do allow service dogs, however the service dog counts towards the total number of "pets" available in the chalet. The owner claims that I called and asked about having 3 dogs in the chalet. This was not me who made the phone call about having 3 dogs. I called at approximately 3 PM, and I am not sure who or at what time this other person may have called. I spoke to a woman named "*****" (correct spelling is unknown) on Monday, 1/8/2024. ***** said that the service dog is considered a "pet", and they follow the pet policy for the service dog. This is where I understood that there would be an upcharge for the service dog per their "pet policy." At no time did I mention having 3 dogs - I don't even have 3 dogs.  I understand the need to strictly enforce their policy to remain fair to the housekeepers and other guests on the property. This complaint is not bogus or out of line. I am trying to get the policy clarified for other guests who may have disabilities, who also may not be familiar the *** regulations for service dogs. I think it is important for this business to provide education to all employees on the service dog policy, and to have the business protocol streamlined for service dogs. Thank you for your response. 

  

  Business Response

  Date: 01/13/2024

  We understand the importance of allowing service dogs to stay at the property and we do not charge for service animals in our pet policy. The service animal does count toward the total number of animals allowed in the chalet during the stay. We are a pet friendly property and we apologize for any misinformation that was conveyed about bringing a service animal.