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:03/04/2025

  Type:Service or Repair 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 had made day reservations for 4 well ahead of time. On the day of our scheduled reservation we had an ice storm and the road to Quinns were listed as extreme along with numerous accidents. I called Quinns to see what my options were as I did not want to risk getting in accident with 2 kids in the vehicle. They offered to move the reservations to the end of May and I could rework the reservation from there. After attempting to find a new reservation that worked for us it was decided that it would be better to just cancel my reservations and get my money back. At no time did Quinns tell me I couldnt do this. After checking my bank statement I seen that the money was never refunded. I called Quinns and was told that since my reservation was moved I couldnt receive a refund for canceling and they would not give me my 4 original reservations back. I was never made aware of this. Why would I cancel 4 reservations knowing I would lose everything?! Very deceptive business practice! What kind of business is happy with taking customers money and providing no services or goods?

  Business Response

  Date: 03/13/2025

  I

  All Soaking reservations have a cancellation policy of 3-days prior to check-in date, any cancellation after the 3-days prior of reservation is nonrefundable. 

  1. This is shared on our website prior to booking the swim session.

  2.  Policy again shared once date and session is chosen prior to the payment being entered.

  3.  Once payment is entered, it is shared under Terms and Conditions that does require the purchaser to check this box before processing credit card.

  4.   Then on reservation confirmation email, it is again stated non-refundable unless 3-days prior to check in for swim session.

  5.  Then the cancellation policy is again shared 4 day minimum prior to the 3-day non-cancelable window.  This allows the guest to make changes prior to the payment.

  On the day ***** **** called to cancel, it was the same day of swim session use for his reservations.  Even though this was nonrefundable, the pool service attennt did share it was not refundable and did offer to move the reservation to a future date and shared again it would remain nonrefundable. This was shared, as it is with all guests when an exception is made by moving the soak out, and this offer is rare.  This was moved to May, so he could call back and move it to a date that would work for his family.  No refund was clearly given, and he was told it was not refundable going forward. 
  It was surprising when his email was received about a month later, looking for a refund, as he then cancelled on line for his non-refundable cancellation.  The same pool service attendant who originally spoke with Mr. **** on 2/01/25 phoned him to respond to his email. for a She again shared the no refund policy for the same day cancellation or any cancellation during the 3-day window.  Mr. **** proceeded to call our attendant a liar. She was clear that this was only a moved reservation, but in now way would be refundable.
  The lodging manager also reached out to Mr. **** via email and shared the move was a one-time offer, not a refundable offer.  She did her best to explain so this guest would understand.
  ******* policy is to only charge the guest's credit card once the reservation becomes nonrefundable.  This cancellation policy is shared many times prior to and following the booking.  
  We showed goodwill in offering a future session date for this guest.  When we accept the reservation, we turn other guests down for those slots.  We are honoring our end of this agreement to provide the swim sessions.  Mr. **** did not take advantage of another date offered based on his reported weather conditions.  The offer to move to a new date does not come with any refundable offer, this was shared. 
  It is in my professional opinion the right thing to do, in some circumstances, to offer a rebooking and I am pleased our pool service attendant did show a good service heart by offering the swim session date extension.  She never offered any refund possibility, she did share the opposite, she offered the service above and beyond the agreement Mr. **** accepted when he booked. 
  Would a business have a cancellation policy if it is not enforced?  We, Quinns, did our best to provide the service purchased.  Mr. **** chose to cancel again.

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23020267
  
  I am rejecting this response because: I was NOT informed that it was non refundable! I did not call her a liar but I will now because thats a lie from her. Why would I cancel knowing I would lose my sessions and not get a refund!? Change your deceptive policy and practices , its obviously causing issues. How hard would it have been to simply give me back my 4 swim sessions that were so graciously moved to the end of May? I never called her a liar, but its clear to me she is one, now.