Complaints

This profile includes complaints for Cabin Rentals of Helen's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cabin Rentals of Helen

  26 Carolina Springs Rd Sautee Nacoochee, GA 30571-3553

• 

  Cabin Rentals of Helen

  PO Box 506 Helen, GA 30545-0506

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:05/20/2025

  Type:Product 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.

  Cabin rentals did not respond to my request to guarantee my reservation because of my dispute with ****. They canceled my reservation and refused to return my deposit. They intentionally delayed responding to my email so they could cancel my reservation with in the 72 hours time frame.

  Business Response

  Date: 06/05/2025

  We never recieved the letter from your company on this complaint only the email. The guest booked his stay May 4th and he cancelled on May 20th and our cancellation policy in **** is cancel within 60 days before arrival.  and his check in date was for JUne 26th , I tried to work with the guest and he refused my calls and my messages and I had to call **** and they said to cancel since he originally wanted that and was threatening to do a charge back.

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23356749
  
  I am rejecting this response because:

  I did reply to their messages by email. Because I had only 72 hours to respond, they elected not to read my emails until after the time thus giving themthe excuse to cancel.

  As you can see by their response to your inquiry that they don't check emails regularly.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 06/06/2025

  the guest was responded to during normal business hours and some of is messages were sent after hours. I have enclose snippets of those items.He states in this message his funds were returned.  Hello ********-So here is my problem with the cancelation request.VRBO has arbitrarily charged me another fee besides the exorbitant fees that Cabin Rentals of Helen has charged.This is the second time that **** has done this and the last. I am using -------- going forward.I have filed a fraud claim with *********** against *******/**** and they have returned the funds to my ********** point in this rhetoric is to make sure that this no cancelation policy works both ways. I wish to know in writing that our reservation will not be canceled by Cabin Rentals of Helen.Thank you **** ********

   

  SO at that point I cancelled his stay due to VRBO since he got a refund, we are not in the business to do free vacations. He asked to cancel he was aware of the cancellation policy we have in place and all of that is made open for the guest to read before they book. It is also in the rental agreement he signed and the terms and conditoins he viewed as well.

  Rental Agreement Received Date: 5/10/2025 10:23:00 AM

  I have enclosed several photos of this matter and I wish for this to be taken off and I am not even sure if we are a member of the BBB, I want confirmation on that as well.

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23356749
  
  I am rejecting this response because:

  The refund stated was from the fraudulent charge from VRBO of a second fee.  This refund has nothing to to with the reservation cancelation,

  
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:07/27/2022

  Type:Product 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.

  I used Cabin Rentals of Helen website to search for a cabin that was dog friendly. I selected one of the cabins based on the search criteria which included the dates I wanted and that it was pet friendly. I made the reservation online. The next day I received the rental agreement for signature. In the rental agreement, Cabin Rentals of Helen stated that dogs were not permitted in the cabin.I called Cabin Rentals of Helen and spoke with *****. I explained that I had rented the cabin based on the search I had conducted and now saw the rental agreement. ***** said dogs were not permitted. I suggested that either Cabin Rentals of Helen refund my money so I could find another option, or give me permission to stay with dogs. I was open to either option.***** told me she needed to check with her manager and said it might take time to get a response. I followed up with ***** a few days later and was told she had no response from her manager. I asked her then to cancel the booking (on July 25th) as the booking was for August 4th (less than 2 weeks). I received an email from ***** on July 27th:"I was finally able to talk with my manager and wanted to let you know that IF someone booked for your dates (or any of your dates), we would refund you for the booked dates minus the $50 cancellation fee.".Cabin Rentals of Helen is not refunding the money I paid for the reservation, in good faith that I was renting a dog friendly cabin. I notified them within 24 hours of making the reservation when I saw that the rental agreement did not allow dogs. I asked for quick resolution which they were not able to provide. Reservation made on 7/20 Reservation for Aug 4 - Aug 7 Contacted ***** on 7/21 about No Dog Policy in Rental Agreement Lack of response on solution led to cancellation of rental on 7/25 ***** notified me that they would not refund my full amount paid on 7/27

  Business Response

  Date: 07/28/2022

  ************ "assumed" that because we have a category for pet-friendly properties that he was allowed to bring his two dogs.  Had he taken the time to thoroughly look, there are no properties listed under this category.  Furthermore, if he'd read the description under house rules, it clearly states "This property is not pet-friendly. No exceptions." which he chose to ignore and continued with the booking.  Attached is a screenshot of our website and description along with the email thread.  I don't appreciate being "threatened" by him about reviews and his wife being a travel blogger.  We've had other bloggers stay with us and will happily stand in our defense. 

  Before a guest can complete a web booking, they must read and accept our Terms and Conditions before continuing to the payment section. If he'd read the description and Terms and Conditions, there shouldn't have been an accidental booking on his part.

  If he'd worked with us, the property did rebook for two of his nights and we would have refunded him the two nights but he chose to dispute the charge with his bank and that voided any chance of a refund. Cabin Rentals of Helen has not done anything wrong or misleading.

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17631942
  
  I am rejecting this response because: The screen shot provided is an after-the-fact screen shot. The screen shot is deceptive and does not represent what the website showed on 7/20.

  Cabin Rentals of Helen updated their website after I notified them that I used the search function on their website to select the "dog-friendly' cabin. On the day that I made the reservation (7/20), I entered dates, dog-friendly and had several cabin options come up. I selected one and made the reservation. After informing ***** the next day (7/21) that I made the reservation this way on their website, she told me that they would fix the website. 

  I asked ***** to either cancel my reservation (within 24 hours of making it) or allowing us to bring our dogs, once I found out through the rental agreement that it was not permitted. I did not ignore anything, and was proactive in letting Cabin Rentals of Helen know what had happened. I also asked to be informed as quickly as possible of their decision since it was less than 2 weeks until the trip, and I would possibly need to find another option.
  

  I was informed that it could take up to 14 days to get a response from management. 

  Sincerely,
  
  ***********************

  Business Response

  Date: 07/28/2022

  Immediately after this guest notified us of his "mistake", we did take a screenshot which is what I sent you.  We NEVER went back in and changed anything.  He had plenty of chances during the booking process to read about the no pet policy which was ignored.  If he would look at his "screenshot" it will show no results.  Pet-friendly is just a category and doesn't mean a property allows pets which is why there were no results.

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17631942
  
  I am rejecting this response because:

  Claims by the business are false. I actually recreated my search while on the phone with ***** and informed her of such. She said that the site should not have that option and that they would have to fix it.

  I did not take a screen shot while I was booking the cabin (why would I?), and did not take a screen shot when on the phone with ***** the next day after reviewing the rental agreement. At that time I believed that the business would act in good faith and help determine which of the 2 options would work best (refund or allow pets).

  At no time did I make a mistake, other than believing that the business would act in good faith. The website showed one thing, and the rental agreement another. I contacted the business immediately the day following the reservation to work together to find a solution. 

  
  Sincerely,
  
  ***********************