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:12/09/2024

  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.

  Good afternoon Mr. ******* -I find it EXTREMLY unprofessional for you not responding to neither my emails, texts or calls for months. I simply asked you for a copy of the contract that you and your company allege that I signed within the timeframe of December 7th- December 16th. Ignoring me is unprofessional. Not providing what I am requesting is both unethical and illegal. I am requesting it for both legal purposes and personal records. but I need it for my tax records. I am legally entitled to request a copy of a charge to my credit card account. Especially when the card was fraudulently charged.AGAIN, my name is ********* *****. I have already opened a case with ************, but have not filed it. I am eagerly awaiting to receive a copy of the contract for my records, which I am LEGALLY allowed to ask for since you charged my credit card. Therefore, I am LEGALLY asking for a copy of the contract to submit to the court. I refused to sign the contract due to discrepancies in the description of the property versus the contract you provided for me to sign. I look forward to your prompt response. I will attach a copy of the the initial document intended to be submitted to the court. I will send a certified copy with all evidence when and if I have to proceed. Please keep in mind that I do not reside in the state of ******* and I will be asking for any and all court expenses, travel expenses and attorneys fees if I am forced to retain the services of an attorney. Please be advised that I will also be charging your company for fraud. Not responding to my calls or emails for the past year is clear insight that your company is not ethical. Please make sure the contract provided per my request is also notarized.

  

  Business Response

  Date: 12/17/2024

  This guest booked a property within the cancellation period and did not get insurance.  Her booking the property was the contract like every other booking company in the world.  She should have got trip insurance.  She is now being slanderous and is a basic thief trying to block out someones property and never stay there. Shame on her.

• Initial Complaint

  Date:07/31/2024

  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.

  We stayed at Cedar Creek Cabins last year for Thanksgiving in 2023. The cabin was beautiful and we had such a great stay that we re-booked for Thanksgiving 2024. We also had extended family staying in 2 other cabins close by. We booked this a year in advance of our anticipated trip in November 2024. A couple of months ago I got a phone call stating that the owners decided to move in to our cabin and that they would need to move us to a different one. I was totally fine with that. Then last month, I got yet another phone call saying that they sold that cabin too and that there were 2 other cabins available for us to choose from, one of which was new one being built. I was also fine with that. This was only 10 days prior to me writing this complaint. I got a call yesterday saying that they were cancelling us completely. No apology or real explanation as to why. She told me the owners wanted to spend Thanksgiving in the cabin we were booked in. I asked her if we could stay in their last remaining cabin I had just been told about not even 10 days prior. She just simply said no, we are all booked up. I am furious that we were booked a year in advance. We also had 2 other cabins booked for extended family. Our family had to cancel theirs too because we are no longer able to make the trip. Why could they not call someone else who had just booked last week to tell them they needed to cancel them so that they would honor our reservation?? This whole situation is so messed up. We can't find any other accomodations in the area for our entire family to be all together (we need 3 cabins at a comporable rate that we were getting at Cedar Creek). I am wondering if the owner is even aware that all of this has taken place. We were planning on coming back again in the future. This is so unethical and just bad business! People need to be aware that their cabin at Cedar Creek could be cancelled on them with no real explanation as to why.

  

  Business Response

  Date: 08/07/2024

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

  

  Business Response

  Date: 08/08/2024

  I reached out and talked to the guest and we attempted to get them satisfied.

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

  
  
  

  Customer Answer

  Date: 08/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/21/2023

  Type:Sales and Advertising 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.

  We arrived on 8/3/23 our 4th year wedding anniversary at approximately 4:30 pm excited but upon arrival we did our inspection and the place was fifty yellow stained sheets and fifty pillowcases bathroom had f**** on the toilet lid, not to mention hair in the sink floors track up with foot prints so in order, we were totally disappointed on the amount of money that we spent for three days and we call management and two hours later she sent someone out with a set of sheets at this point its about 845 and its our fourth year wedding anniversary night totally not worth the ********** had to clean a place that we paid $924 for and all they did was offer the cleaning fees which was $120 back to us unacceptable and a free night if we decide to come out again and thats a no totally disappointment Cedar Creek Cabins

  

  Business Response

  Date: 08/29/2023

  Dear ****************, 
  
  We are disappointed to hear that you felt the issues during your stay were not handled appropriately. We take great pride in providing a welcoming, comfortable and clean environment to our guests, and the situation you found on arrival was not up to our standards. We did respond to your notification and had a cleaner out to your cabin within 15 minutes with fresh linens, and we offered to provide additional cleaning but you declined. 
  The next day you contacted us about a leak in the kitchen, and our maintenance and operations managers were at your door in less than 2 minutes, they were literally 2 doors away. The issue was resolved quickly. You asked at that time if we could deal with some bees on your porch - we do have bee catchers but being out in nature means sometimes there are still bees around. Our maintenance manager went to the warehouse and was back in under 10 minutes and handled the bees. 
  You also expressed dissatisfaction that our customer service manager did not come to your cabin the night before and apologize in person for the issue you found upon check in. She was on her way to you to provide the linens herself, but since she knew you wanted to go out to dinner, she dispatched another cleaner who was on the property and could respond faster and get you on your way to dinner as fast as possible. 
  
  
  I am the owner of the company, and I apologize for the issues that impacted the enjoyment of your stay. Our team has high standards, and we reviewed the issue about the check in status of the cabin and have tightened up our processes to further reduce the opportunity for this kind of problem to occur in the future.
  We want our guests to have an awesome experience, and knowing that we had impacted the enjoyment of your stay, we refunded your cleaning fee. In addition, we offered you to stay an additional night on us, but you declined due to your schedule. We then offered you a free night on a future stay, and that offer stands. We hope that you will come claim that night and give us an opportunity to give you the WOW experience enjoyed by so many of our guests. 
  
  Sincerely, 
  *********************