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:04/05/2023

  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.

  Called and emailed about a promotion I won. When I responded to the call they went through a process of various deals they would throw in and asked for a card. I was not aware the fee was non-refundable and mentioned I would calling back to confirm. Found out that my girlfriend, who was not part of the call, could not make the date or any of the dates in the time range that was offered as a possible solution. First person asked me if I was 28 which I responded I wasn't then proceeded to say that was fine after finding out my girlfriend who was no party to the call or anything else was 28. Based on that I answered yes to the second time my age was asked to expedite the call. Based on their sites terms I am not eligible to be a part of their promotion and therefore could not make the agreement in the first place and I asked to cancel for a refund. They refused.

  Business Response

  Date: 04/11/2023

  In scheduling promotional stays for guests, we are required to comply with the fulfilling hotel’s reservation polices; this would require a nonrefundable deposit provided to the resort in exchange for the provided inventory. We are required to clearly relay these terms and conditions to guests upon booking a reservation with Path Vacations as well as provide the same terms and conditions in a written document.
  

  Customer Answer

  Date: 04/12/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: This consumer did not indicate to BBB why they did not accept the business's response to their complaint. 
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:02/13/2023

  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 stayed at Steele Hill in room 46A. I checked in on 2/3/23 with a check out date for 2/5. I spent a total of $431.84.
  Shortly after checking in, my guest and I discovered that the outlets by the bed did not seem to be working. We tried unplugging the lamps and re-plugging them in. After we got the lamps working, my friend got a little electrical shock from the outlet. I informed the front desk.
  We were both electrocuted when flipping light switches on and off several time, and also noticed that the jets for the whirlpool tub in the room did not consistently work, as well the TV would randomly stop working and that it appeared that the minifridge was not currently on. My friend called down to the front desk and a handyman was sent up. He was there for a total of less than five minutes and all he did was press on the outlets and flip a few switches. After failing to replicate the shock we both had received, he left.
  The following day, Saturday, we were once again shocked several times and had to keep moving our phone chargers around the room because the outlets would seemingly stop working periodically. At one point, I had to charge my phone in the bathroom because the outlets in the room were not working properly.
  Saturday night my friend got shocked again, this time extremely loudly. I called the desk again to inform the desk and once again they offered to send someone.
  When checking out on Sunday, I informed the girl at the desk of everything and she simply said "someone would look into it and get back to me".
  On Monday I spoke on the phone with a manager named Jamie. She was very nice but once again I was simply told that maintenance hadn't found anything while checking the room, and that was that as far as she was concerned. Regardless of what was or wasn't found, I and my guest were shocked SEVERAL times over our stay and nothing was done about it. That is unacceptable. The basics of the room I paid for did not work either. This room is not safe.

  Business Response

  Date: 02/20/2023

  Thank you for
  giving us the opportunity to respond to Mr. *****’s complaint. 
  Representatives of the contracted management company have been in face to face
  and phone contact with Mr. ***** to discuss his concerns.  Mr. *****
  checked in with us on February 3, 2023 at 3:41pm.  At 6:45pm, Maintenance
  was dispatched to Mr. *****’s room to check for a potential electrical
  issue.  The call was cleared at 7:09pm when the technician was unable to
  replicate the issue.  Mr. ***** called on February 4, 2023 to further
  discuss the electrical issue and asked that Maintenance come by after
  3pm.  Based on the notes we have on file, it appears the call was
  canceled. Upon check-out on February 5, 2023 at 9:51am, Mr. ***** did share the
  issues he encountered and we did send a Senior Maintenance Technician to the
  room to assess the situation.  The Technician was unable to replicate the
  issues described.  A follow-up call was placed to Mr. ***** letting him
  know that we were unable to replicate the issues and was asked if there was
  anything we could do for him and he declined.  After receiving notice of
  the Better Business Bureau complaint, the Vice President of Operations and Maintenance Assistant
  Manager were dispatched to the room to investigate the issues further
  and were unable to replicate the issues.  Ensuring our rooms are safe is
  of the utmost importance and we are happy Mr. ***** voiced his concerns to
  us.  We are sorry that Mr. ***** was disappointed with his stay, but hope
  he gives us a try again soon. 

  Customer Answer

  Date: 02/21/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: this is bold false lie. I did cancel any call for someone to look at my room. I told the desk about the issues and when they offered to second someone, I told them I would check in with my guest to make sure they were awake and dressed before a strange man came into the room I was paying for. When he did come and failed to find the source of the issues. we are not offered anything to change the situation. Not a single solution was offered, so it a lie to tell me I declined because I wasn't offered an solutions. Not a single staff member offered any solutions and only told us to call if it happened again. Which it did, and no one offered us a solution again. The only time I declined anything was when my guest got shocked again when we were heading to bed, and that's because it almost 2:00 AM, we didn't want a man to come in and do nothing again when we were already exhausted, and frustrated this business's lack of action to assist us.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 03/03/2023

  Thank you again
  for giving us the opportunity to respond to Mr. *****’s complaint.  As
  stated in our prior response, we sent four individuals (Maintenance Technician,
  Senior Maintenance Technician, Maintenance Assistant Manager, and Vice
  President of Operations) to review the issues Mr. ***** presented. 
  Unfortunately, we were unable to replicate those issues.  Again, we are
  glad Mr. ***** voiced his concerns and allowed us the opportunity to
  investigate.  

  Customer Answer

  Date: 03/04/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: this does not resolve the fact that my guest and I were still shocked multiple times. Regardess of your attempts, it does not negate the fact that we shocked and no one was able to offer any proper accommondations at the time of service to make us feel safer or that anyone even remotely cared. And at this time I still feel you do not care for our, or perhaps guest's, safety seeing as how poorly this has been handled. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:10/11/2022

  Type:Product 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.

  This company used a bait and switch tactic. They promised a refund of an $89 if we went on this “walk” around the property. With that promise in hand, we tried to book for the weekend we wanted. They did not book out that far, they they said to bool sooner then move it. We did, and I called today to move the date. They said the at that’s a weekend rate instead of weekday (which is fine) but said I can no longer get my walk money back which was promised. I would have never booked in the first place. I finally gave up and said I’ll pay the additional money for the weekend time, but I was going to file a complaint for sketchy business practices with you guys. They then said I (threatened) them and cancelled my whole res and refuse to give me back my deposit of $89. If they cancelled instead of me, I should be getting back that money. This is theft .

  Business Response

  Date: 10/17/2022

  On 9/23/22 at 11:29 AM, Mr. ******** had returned a call left for him by a Representative regarding an entry he had submitted at a Fisher Cats event. During this call, Representative had offered Mr. a 3 day, 2 night promotional midweek stay for $89. Mr. was informed that there would be an informational walk and talk as part of this promotion and upon completion of the walk and talk his $89 would be refunded. Mr. asked if he could call back later on, to which the Representative set up a time to call Mr. back regarding the offer. 
  
  On 10/3/22, Mr. returned a call from Representative following up on the promotional offer. During this conversation, it was explained again to Mr. that the promotional offer was a midweek stay. Mr. stated to Representative that he would like to stay on the weekend. Representative explained to Mr. that promotional weekend rates are $239, non-refundable. Representative explained to Mr. that they could set up the $89 stay tentatively and Mr. could call back later to reschedule to a weekend stay, and at that time the resort would “minus” the $89 from the weekend promotional rate, resulting in Mr. only having to pay the difference. 
  
  On 10/11/22, Mr. called in to reschedule to a weekend. Supervisor quoted Mr. an additional charge of $110 for the rate of $199 total for a promotional weekend stay. At this time, Mr. expressed that he got “screwed” on the deal and claimed that this was not explained to him. Supervisor explained to Mr. that the $89 rate is for midweek only and that the weekend promotions do differ. Mr. asked if the $89 would still be refunded, at which time Supervisor explained to Mr. that the $199 is completely non-refundable and he would not receive the $89 back. Mr. claimed that Representative told him that he would still get his $89 back if he moves it to a weekend. Supervisor explained that this is not something the resort offers. Mr. reiterated that he was told he would still be refunded the $89 if he were to move it to the weekend and stated he was told he would get the $89 back “no matter what” and would not be interested in a weekend if he does not get that back. Supervisor offered to review recordings and get back to Mr. Mr. Accepted and they disconnected the call. 
  
  Later that day at 12:49 PM, Supervisor called Mr. back regarding his claim. Supervisor explained what their findings were on the recordings, and that the representative was clear with Mr. about the weekend being non-refundable. At no time during either of their conversations did Representative explain to Mr. that he would still be refunded $89 for completing the walk and talk, should he change his reservation to a weekend. Supervisor suggested that it was a misunderstanding since the Representative did relay the correct information to Mr. Mr. and Supervisor went back and forth for some time before Mr. decided to move forward with rescheduling to a weekend for the non-refundable rate. Mr. reiterated again that he was told the refundable $89 was for any trip up there. Supervisor explained that none of this was on the recording. Mr. then stated to Supervisor that he would come but would not attend the walk and talk. Supervisor explained that if Mr. does not attend the walk and talk, he would be charged the retail rate for his room, per promotional terms and conditions. Mr. then said he would call back and immediately disconnected the call. 
  
  At 12:56 PM, Mr. called in again. He told Supervisor that he would like to go ahead and provide the card info needed to “just get this done” and then stated this was the “shadiest thing [he] has ever done in [his] life.” Supervisor continued with the process of charging Mr.’s additional deposit for rescheduling to a weekend per Mr.’s request. Mr. commented on the resort getting $200 out of him “really quickly.” Supervisor reminded Mr. that the resort has been very transparent with him about everything, to which he replied that the Resort has not been transparent and he would be reporting this to the BBB. Mr. had been very hostile during each of the conversations this day. At this time, Supervisor notified Mr. that the transaction that had just been processed would be voided as he will not be rescheduled. Supervisor also let Mr. know that at this point his reservation would be canceled. Mr. expressed that he would like his $89 refunded, Supervisor declined the refund as all deposits are non-refundable prior to completion of promotional obligations. Mr. said he would be reporting the resort for sketchy business practices, and at this time the call was ended.
  
  

  Customer Answer

  Date: 10/17/2022

  
  
  Complaint: 18198069
  
  
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Customer Answer

  Date: 10/18/2022

  
  
  Complaint: 18198069
  
  
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.] I have not received the $89 refund. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 10/19/2022

  The refund has been processed successfully as of 10/18/2022 to the card on file. It can take 5-7 business days for the refund to reflect on the cardholder's account.

  Customer Answer

  Date: 10/19/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18198069, and find that this resolution is satisfactory to me.
  
  
  They have issued the refund. 
  

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