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:07/09/2024

  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.

  THIRD EDIT - ******* IS BEING EVACUATED TODAY 7/9/2024, and still refusing to refund me for canceling due to mandatory evacuations.
  Will add picture of Village of ******* FB page for clarification.
  
  Also adding screenshot of email from “Jason” saying they did in fact have to move their office, since the reply back from my review said they did not move their office.
  
  SECOND EDIT to your reply - I still have my confirmation email and receipt from 2021 when I stayed with you all (I do apologize I am not wrong??.) I also have an email where Jason, told me the office was moved. Do not do business with these people! ( we are only 8 days into the month, so your term “last month” is wild).
  
  EDIT***
  I also did email this property during the fires asking if things are not back to normal (which they still are not) if I would be charged. I got told they would work with us and of course we would not be charged if things are still crazy.
  
  I booked us a cabin the day before the big fires happened in and near *******, then the bad floods have happened and I still waited to cancel until today when we were suppose to check in on Thursday because there is more rain and possibly more flooding coming again this week. This place has demanded me to still pay even after the sudden mandatory evacuations, fires, standing water and tons of road closures. As a business owner myself I would never charge someone under these circumstances and more possible threats of flooding during a guest stay. It is wrong of them to do this even after they have told me they had to move their own office and hardly have phone service. This is always our go to place to stay when we visit family in *******, but I will now never do business with them again.
  - * ******

  Business Response

  Date: 07/10/2024

  After the fires and subsequent flooding in ******* many guests watching the sensationalized news coverage attempted to cancel reservations that were scheduled after the Village was reopened. The fact is that all shops, restaurants, casino’s, event venues, golf courses, etc. are open and operating as usual. The damage done by the fires was restricted to outlying areas that have no impact on any of our properties or tourist attractions. Despite several attempts to persuade this person of these facts we have made no progress and had to refuse refunding. We never hesitated to cancel and refund all reservations during the evacuations and subsequent recovery period. We have always offered trip cancellation insurance, which this person declined. This person is using this as an excuse to default on the reservation contract for reasons unknown to us. 

• Initial Complaint

  Date:10/19/2022

  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.

  Complaint: ********
  
  
  
  I am rejecting this response because: I have attached the description from their posting on their official website last sentence reads books and toys, of which there were books but no toys. Not really mad about it but misleading is the appropriate word. Also two signs in the cabin stated our pets were not allowed in the areas one in the bedroom because the pet hair gets on the bed linen and is hard to get off, of which we obliged as not to make it harder on them, which in my opinion was extremely considerate considering it was a pet friendly cabin, and the other upstairs because the hair is hard to clean, again made sure that my children didn’t encourage our dogs to go upstairs. So again, not exactly pet friendly, I do not want a full refund but a waiver of the cleaning fee would have been less insulting. A 10% refund for misleading representation and an unkempt cabin were insulting. Had we of used the AC/heat and then noticed the issue you would have certainly been looking at a lawsuit, rodents can carry hantavirus and when inhaled it can cause health issues. My husband is not confrontational and did not read my email so he decided it best I handle the situation to make it right, when you seemed uninterested in assisting us I took matters into my own hands. Also you emailed me back after I asked if someone would be contacting us and unfortunately I was working and could not respond immediately. I’m not wrong to be upset my hard earned money was so easily taken for a cabin I assumed would be as pictured and was completely let down. What should have been a relaxing weekend ended up being stressful to say the least. I’m sure from that you can understand and empathize, I knew full well I was staying in a cabin in the woods, but i didn’t expect to have to do a full walk through after driving 2.5 hours only to be let down and just ride the wave of disappointment.
  
  
  
  Regards,
  
  
  
  ***** ******

  
  

  emergent so we didn’t notify them. It’s not my job to make sure the cabin we are paying for is functioning properly. Friday while sitting in the “dining room” I looked down into the vent and noticed there were rodent droppings in the A/C vent, it was late and we did not want to deal with calling the emergency line and taking up more of our time to deal with the issues the cabin management company should have done. We were out most of the day Saturday exploring like we came to do, so again didn’t notify them. By Sunday we were ready to go as what ever was exploring the vents seemed to be scurrying in the wall of the cabin. On Sunday we notified the front desk about the issues to which we were asked why we did not tell anyone and I stated we did when we finished checking in on Friday. Apparently communication internally is lacking. It was advertised both pet and kid friendly. The dogs couldn’t go in half of the cabin and there were no toys for the kids.

  Business Response

  Date: 10/21/2022

  This claim is completely absurd, as she missions over and over she did not notify us about anything but the yard on a Friday afternoon. As she states there is a priority list for are maintenance  division just like in any other company. We did not have the man power to have the yard done on a Friday afternoon on the busiest check in day of the week. This cabin that she booked in in the center of the Forrest it is not a residential area and that is why she booked it. it is in the center of the Lincoln National Forrest. All the land scape in the area is this way.  We clean yard and cut grass but as you know Ruidoso and the state of New Mexico has gotten more rain than normal this year and that causes the weeds and grass to grow at a vey fast pace. If she would have called the after hours number or the office about the vent in the cabin it would have been moved up the priority list and someone would have went out and handled it, as it gets cold in the mountains rodents tend to try to find someplace warm to hide that is nothing new, no housekeeper in the state goes through venting in a property while they clean. No listing that says kid friendly means that we supply toys for your kid i don't know how anyone could up that no lodging in the world that states kid friendly means we supply toys unless it is listed that way. If a cabin is pet friendly that means the whole cabin once again how would she come up with her pets were only allowed in half the cabin ???? How we know what areas her pets were in that is ridiculous!!!!!!!!!!!

  2 days After she checked out is when we heard of the other issues, we went back and fourth in email with her over and over then called the number on the reservation that was her husband phone and he had no idea what she was complaining or emailing about we then had to go back to the email and have her call us.  If it was an awful stay i am pretty sure her husband would have known. She wants a free stay and  i told her that would not happen if she wanted to leave she could have been refunded in full but you can not stay the duration of the and then expect it to be free. The gate should have been in working order and we did apologize for that and gave her a 10% discount for that reason. 

   

   

  Business Response

  Date: 10/26/2022

  I am sorry that she feels that way the biggest complaint is the vent and she did not let us know about it until after she left we did offer her a 10% discount because of the gate, we dropped the ball there. I did not know the listing said toys and books that is not accurate and will be removed she said there were books there i do not feel any bigger of a discount is warranted. Lets keeps in mind she could have left and been refunded in full if she was unhappy.   

  Customer Answer

  Date: 10/27/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: We did leave a day early, that fact that your cabins were not properly managed is not my problem. I let you know about the issues and you advised us nothing could be done. You’ll have to excuse me if my frame of mind was that oh they probably wouldn’t be able to handle this issue either. If you’re not competent enough to maintain the appearance of a cabin how could I assume anything more. Clearly the level at which you hold your business is extremely low. We will just go with another cabin rental company next time we go to Ruidoso. Not a problem.
  
  
  
  
  
  Regards,
  
  
  
  ***** ******