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:06/16/2025

  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.

  On November 28, 2024, I purchased a 3-night stay package from Getaway (now Postcard Cabins) for $532.47, which was advertised as a fully prepaid 3-night stay. My credit card confirms the charge.After the brand was acquired by *************** and rebranded to Postcard, the original website was taken down, and I lost access to the terms and details of my purchase.When I recently tried to redeem the stay, Postcard sent me a folio that:Applied only $225 of my payment toward the stay.Stated I would owe an additional $133.08, despite my original full payment.Upon reviewing the folio, it appears that:$28.08 is for Room Occupancy Taxes, which I understand and accept.$105.00 is for Destination Fees ($35 per night) charges I never agreed to, and which were not disclosed when I originally booked through Getaway.Even if I were to pay the $133.08, that would still leave $174.39 of my original payment unaccounted for. Ive received no explanation for where the rest of my money has gone or why Im now expected to pay additional fees for a prepaid booking.?Summary of Charges:Paid in full: $532.47 Credited by Postcard: $225.00 Room Tax (acceptable): $28.08 Destination Fee (unauthorized): $105.00 Remaining balance I was told I owe: $133.08 Unexplained value remaining from my purchase: $174.39 ?Desired Resolution:I request that Postcard:1.Refund me in full ($532.47),2.Or at minimum, refund the unaccounted portion of my purchase and remove the unauthorized $105 in destination fees,3.And provide a clear breakdown of how my payment was applied.

  Business Response

  Date: 06/17/2025

  We are in receipt of BBB Complaint Case ********. ******* ********* complaint concerns the vale of Packs by Postcard Cabins.. 
  ******* ******* wrote to Postcard Cabin Support on May 28th requesting to book a reservation with a Pack that was purchased on 11/28/24. We responded to ********* request and were in correspondence with ******* to assist with booking their stay.
  
  Prior to the transition with Marriott, when a Credit Pack was applied to a reservation it would completely remove the nightly rate showing a $0 amount for the night, which it was covering on the guest's folio. As we have transitioned to ********, their system requires a dollar amount to be associated with a rate type, which is why it shows a $75/night rate for the nights which a Credit Pack is associated with. This rate overrides what the Market Rate for that room would have been. 
  
  So for example if there is a Nightly rate of $200/night and a guest was looking to book for 3 nights and use a credit pack for 2 of those nights, their Market rate total would be $600, but the folio applying our pack credit rate would reflect as $350. This does not mean that the guest is losing money, it means that their pack is applied as they are still getting the night 100% covered, and reducing the tax fee for that nightly rate for what they would owe post application. 
  
  Credit Pack Terms at the time of purchase state that a pack covers the cost of 1 nightly rate, excluding any taxes and fees associated with this rate, and are non-refundable. Prior to our transition to ********, a nightly service fee was applied to all reservations, which ranged from $10-$15/night, depending on the location and dates the reservation was booked for. This service fee did not include any additional items, but was primarily associated with the booking process. 
  
  Post transition, Postcard Cabins has changed from charging a nightly service fee to a destination fee, which includes all of the provision items staged at the cabin. Previously, these items were charged separately in addition to your stay on a pay-as-you-use system. This new Destination Fee provides guests with more clarity and a larger value as the $35/night includes the following items, which would have been a previous additional cost of: $68.50/night 
  Three bundles of firewood with starters 
  A smores kit 
  Four servings each of coffee, tea, and hot chocolate 
  Two bottles of water 
  Snacks for your adventure
  
  In addition to providing this information, we also provided the opportunity to cancel the pending reservation using the Pack so that the Pack can be used towards a different future reservation.
  

  Customer Answer

  Date: 06/17/2025

  They are trying to charge me for destination fees which I did not agree to. I only agreed to pay taxes upon booking my trip because that cost was not included in the trip package that I purchased. I dont even care about them refunding me at this point. I just dont want to pay an addition $133 they are trying to charge me to book my trip when I did not agree to that. Roughly $28 is in tax which I will pay, but $105 in destination fees is what Im disputing here. They never told me about that upon purchase and I shouldnt have to pay that to book the trip that I already payed for.

  Customer Answer

  Date: 06/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I wont need these provisions. Both my partner and I who are going to be staying will not eat or drink anything provided in a destination fee because we are on very strict diets, and she is gluten free. We dont drink coffee or tea and do not snack. Therefore, Im confused as to why we need to pay this fee, and I also did not agree to it at the time of my purchase. I will pay taxes on the purchase upon booking like I agreed to, but whats included in this destination fee is not something I agreed to, want, or need.

   

  l 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 07/08/2025

  We are in response to complaint #********. 
  
  We've been in communication with ******* ******* regarding the $35 daily destination fee. The daily destination fee is a mandatory fee for all Postcard Cabins reservations, post-transition to Marriott. 
  
  We're unable to waive this destination fee as it is mandatory on all reservations. We've notated food preference on the guests reservation, to ensure that products supplied will be satisfactory for the guests. The provisions that are included in the daily destination fee are three bundles of firewood with starters, a smores kit, four servings each of coffee, tea, and hot chocolate, two bottles of water, and snacks.
  
  We've offered to cancel the pending reservation to allow the guest to book in the future, however, the fee is mandatory. Additionally, Packs are non-refundable in line with our terms. 

• Initial Complaint

  Date:04/04/2025

  Type:Order 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.

  I booked two-night with Postcard Cabins for its ******* location on 02/23/2025. We booked a 2 Bed Cabin for the days from 04/13/2025 to 04/15/2025 (reservation ID: *******. The total price was $431.65.On March 26, 2025, my son broke his leg (femur fracture) and was hospitalized to equip with spica cast, which made him unable to move or sit because the case was put on his entire left leg and around his waist. Since he is only 4 years old and he could not move due to this incident, we are unable to make the trip and stay with the cabin as planned. I contacted customer service on 03/31/2025 to cancel our reservation, but was only told that cancellation was not a choice anymore because the request was made within the 14 days prior to our stay. Instead, we were offered to change the dates with a $50 change fee and we had to pay the difference due to any rates change. The change was feasible until 72 hours prior to the original plannd stay. At this point, I could not think about future trip plans because I cannot predict the recovery of my son's leg. In addition, the request to cancel is based on this unexpected circumstance that renders the contract impracticable and impossible, which should excuse our performance.I sincerely request to cancel my reservation with Postcard Cabins without further disturbance. Thanks.

  Customer Answer

  Date: 04/10/2025

  Better Business Bureau:
  
  I did not receive a response from the business so far. As the deadline to modify is approaching, I have no choice but to transfer the reservation to others on my own to mitigate my loss. While I marked the issue as resolved, it does not mean that I received any satisfactory response from the business. I also read other complaints against the business and was confirmed under the impression that the business retains unreasonable policy and poor customer service. 
  
  Sincerely,
  
  ****** ***
  
  
  
   
  
  

• Initial Complaint

  Date:02/18/2025

  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.

  Spent ***************************************************************************************************************** the advertised photos we get there and out window view is blocked by rocks and a hill very disappointed considering the advertised photos were not like this especially since how much it costed it was supposed to be a special Valentines Day and just upset now personally would like some sort of a refund under my partners name **** ********* since it has was under her name

  Business Response

  Date: 02/19/2025

  We have received the message regarding BBB Complaint Case ********. ****** *********' complaint concerns the view from their cabin, which they feel was not as advertised. ****** has requested a refund due to the disappointing view on behalf of the reservation ******, **** ****** *********.
  
  **** reached out to Postcard Cabins Support on Friday 2/14/25 at 4:25 pm to express dissatisfaction with the view from the cabin and inquire about the possibility of a different cabin. We responded promptly at 4:35 pm, informing her that we were fully booked for that evening. At 4:39 pm, we confirmed that we were also fully booked for the following night. On Saturday 2/15/25 at 9:06 am, **** inquired about a blow dryer, and we informed her that, while our cabins have electrical outlets, we do not provide hair dryers due to safety concerns. Later, on Sunday 2/16/25 at 3:19 pm, **** reached out about a lost item, and we directed her to our partner, ***********, for assistance with lost and found inquiries.
  
  We did not receive a formal request for a refund during ****** stay. Instead, the communications we received were related to the cabin view, the blow dryer, and the lost item.
  
  Cabin Placement and View:
  
  While we strive to ensure privacy for all guests, our cabins are scattered throughout the Outpost, which may result in some cabins having nearby neighbors or obstructed views based on the natural landscape. We aim to ****** each cabin among nature to offer as much privacy as possible. We apologize if the view from the cabin did not meet expectations.
  
  While we understand that the view was not as anticipated, our team does not guarantee specific views or cabin placements, and we are unable to offer refunds based on those factors. 
  
  As always, we truly value and appreciate guest feedback, which is taken into account in discussions with our team for future improvements.
  
  Considering the above, we still consider this matter resolved.

  Customer Answer

  Date: 02/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  All of the photos on your website have nice views and nothing says otherwise. This should be false advertisement Im not asking for a full refund just a discount since its clearly not as advertised 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:02/17/2025

  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.

  I booked a cabin with them for a weekend in April. Cabin was booked 2/12/2025 and on 2/14/2025 I realized I booked the wrong weekend and I won't be able to go the weekend I booked. When contacting the company they told me I can't reschedule because of the "non-refundable" rate. I don't want a refund, I just want to change the dates. The request to reschedule was made within 48 hours of booking and I think it's very poor customer service to not honor a reschedule especially when the booking is still 2 months away.

  Customer Answer

  Date: 02/17/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* ******
  
  
  
   
  
  

• Initial Complaint

  Date:02/03/2025

  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.

  On 11/17/2024, I made a reservation in their **********, **. location. Booked the refundable option. Reservation from 1/05/2025-1/07/2025. On January 4th we got news of a snow storm in ******** forecasted to start at night on 1/05/2024-all day 1/06/2024, with snow to be about 10 inches. The governor issued a state of emergency and said absolutely not to travel if possible. I emailed the team, explained that we had to drive 2 hrs from our home to get to the cabin, and we were worried itd be unsafe to travel there and have to drive back, as their policies state theyre not responsible for roads outside their grounds, so we were sure that having to drive down a steep mountain in an area that people go to specifically to get away from others, with limited resources, was bound to be a disaster. Their team did not seem worried, and said they recommend driving with snow chains and bringing board games. I reached out again that same day through the customer service email on their website in order to try to cancel our reservation. At first, they said that they could waive the $50 change fee they usually charge. However, when I checked for other dates to re-book for, I saw that prices were significantly higher than we paid for the same duration.Their cancellation policy for inclement weather states that Travel restrictions imposed by a governmental agency that prevent or prohibit traveling to, staying at, or returning from the listing location will result in the guest being refunded or credited for the total value of the stay (including tax)In the end, they gave me a voucher for the amount I paid. However, I believe I shouldve been refunded as I dont want to support a company that has no empathy or concern for their customers safety. It took multiple back-and-forth emails (more than 12) just to convince them to allow me to cancel my booking. This is simply unacceptable for a business that claims to have the customers mental health at the forefront of their mission.

  Business Response

  Date: 02/04/2025

  We are in receipt of BBB Complaint Case # ********* *** ****** complaint concerns the fact that they received a credit for their stay that they canceled due to weather concerns. *** has requested a full refund instead of a credit.
  
  *** wrote to Postcard Cabins Support on Saturday 1/4/25 to ask for a refund for their upcoming reservation on 1/5/25 at the Shenandoah Outpost, due to concerns about weather.
  
  Our team responded to the request and let them know that they could reschedule their stay with the $50 change fee waived. Our team asked *** to provide the dates they would like to reschedule to, but *** stated that they would need time to decide on new dates. Our team let *** know that they would need to provide new dates in order for their trip to be rescheduled before their check in time at 3pm EST on 1/5/25. 
  
  *** followed up on 1/5/25 and asked for their request to be escalated to Leadership. Our Leadership team evaluated the situation and followed up with *** to confirm that they successfully issued a credit for $295.00 (the total amount of ***'s reservation).
  
  Postcard Cabins Terms of Service outline that "Travel restrictions imposed by a governmental agency that prevent or prohibit traveling to, staying at, or returning from the listing location will result in the guest being refunded or credited for the total value of the stay (including tax)." The decision to provide a credit or refund is solely up to Postcard Cabins.
  
  After corresponding with *** and providing them with the credit for their reservation, we consider this matter resolved. 

  Customer Answer

  Date: 02/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   I am following up on my complaint, as I do not consider this matter fully resolved despite the issuance of a credit. While I appreciate the gesture, the experience with Postcard Cabins highlighted serious operational issues that should not go unaddressed.

  Postcard Cabins policy states that refunds or credits are issued for government-imposed travel restrictions, but the company retains full discretion over whether to provide a refund or credit. This loophole allows them to deny refunds even when conditions are unsafe. The wording appears deliberately vague, giving Postcard Cabins complete control over how and when they honor their own policy.

  While the policy references travel restrictions, it fails to take into account the real dangers guests face in winter conditions. The response I received showed no concern for safety beyond reiterating a vague clause. Instead of working with guests proactively, the company forces them to navigate ambiguous policies and make difficult decisions about travel in hazardous conditions.

  Postcard Cabins has no phone support, making it incredibly difficult to get real-time assistance in urgent situations like severe weather. Email responses were slow and inconsistent, leaving guests without clear guidance. In situations where safety is a concern, a business should have a reliable, responsive customer support systemespecially for a hospitality company that operates in remote areas.

  With Postcard Cabins recently being acquired by ********, I am even more hesitant to rebook. Mergers often lead to changes in policy, pricing, and customer service structures. Given how disorganized and difficult it was to navigate this issue, I have no confidence that Postcard Cabins will remain a reliable company moving forward.
  
  Regional Preparedness
  A business operating in winter-prone regions should have clear-cut policies for severe weather scenarios. Postcard Cabins should proactively update their terms to reflect regional realities, ensuring guests arent left stranded or forced into unsafe travel conditions. Instead, they rely on ambiguous wording and discretionary decisions, which places all risk on the guest rather than the business taking responsibility.

  A credit is not an acceptable resolution when a full refund should have been issued per their own policy. Guests should not be forced into a situation where they have to ****** on whether their safety concerns will be taken seriously.
  
  
  This experience has highlighted significant issues with how Postcard Cabins operates, and I strongly urge them to revise their policies, improve customer support, and ensure that guests are not placed in unsafe situations due to vague terms and lack of responsiveness.
  
  
  I request that this complaint remain open, as I do not believe a credit resolves the bigger issue of unfair policies and poor customer service.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** ****
  
  
  
  
   
  

  Business Response

  Date: 02/06/2025

  We have received the new message regarding BBB Complaint Case # ********. *** ****** complaint concerns the fact that they received a credit for their stay that they canceled due to weather concerns. *** has requested a full refund instead of a credit.
  
  *** wrote to Postcard Cabins Support on Saturday 1/4/25 to ask for a refund for their upcoming reservation on 1/5/25 at the Shenandoah Outpost, due to concerns about weather.
  
  Our team responded to the request and let them know that they could reschedule their stay with the $50 change fee waived. Our team asked *** to provide the dates they would like to reschedule to, but *** stated that they would need time to decide on new dates. Our team let *** know that they would need to provide new dates in order for their trip to be rescheduled before their check in time at 3pm EST on 1/5/25. 
  
  *** followed up on 1/5/25 and asked for their request to be escalated to Leadership. Our Leadership team evaluated the situation and followed up with *** to confirm that they successfully issued a credit for $295.00 (the total amount of ***'s reservation).
  
  Postcard Cabins Terms of Service outline that "Travel restrictions imposed by a governmental agency that prevent or prohibit traveling to, staying at, or returning from the listing location will result in the guest being refunded or credited for the total value of the stay (including tax)."  
  
  As a reminder, the decision to provide a credit or refund is solely up to Postcard Cabins.
  
  Per the outlined details above, and considering *** has been given a credit for the full amount of their reservation, we still consider this matter resolved.

• Initial Complaint

  Date:01/31/2025

  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.

  I purchase a 2 night pack originally in 2021 when the company was Getaway House. Unable to use the pack, I was granted an extension (after much ************ with them). I was able to book again but due to family circumstances, had to cancel. Through email communication, I understood from the company I had 2 years from the cancellation date to rebook.I went to book today and my 2 night stay was gone from my account. Contacted ********************** (new company name), and was simply told "it expired" and their "terms" say there is a 2 year max from original purchase date to use your credit.I offered further explanation and simply asked for my credit to be reinstated. I was told not possible because then they would have to do it for ********* asked for a supervisor who told me that while she understands I may have had challenging circumstances, their terms and conditions are clear. They will not give me back the 2 night stay credit.Not even a 1 night stay. Not even a " you have 6 months to use it or lose it". Nothing.I don't have $$ to throw away and I am simply asking for what I paid ****** they don't send a reminder email to customers advising that their stay is soon to expire, nor do they care. No email that the company was bought by ******* and you have x numbers of months to clear your account. ****. So they want you to come to their cabin to unplug and de-stress. Likely from the stress they cause customers by keeping their money!

  Business Response

  Date: 02/01/2025

  We are in receipt of BBB Complaint Case #********. ********* ********* complaint concerns her expired Credit Pack nights.
  
  ********* ******* wrote to Postcard Cabins Support on 1/28/25 requesting clarification on the free night credits on her account that were purchased as part of a Credit Pack in 2021. We responded to the request and let them know that we would respond within ********************************** correspondence with ********* ******* to address ********* ********* request on 1/28/25 less than 24 hours from the original outreach.
  
  We successfully explained that the credits expired on 12/31/23 and that they were already extended once as a one time courtesy. All credit pack credits will expire two years after the date of purchase, and our agents have informed her accordingly. All guests agree to these terms at the time of purchase.
  
  Due to the previous extension of the credits, we were unable to extend their expiration date a second time. 
  
  After corresponding with ********* *******, we consider this matter resolved. 

  Customer Answer

  Date: 02/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The company DID NOT take the time to discuss any previous correspondence. 

  The company DOES NOT provide reminders nor were they open to listening or acknowledging my particular situation precluding use of the credits in time. While "life happens" their "philisophy" of providing opportunities for distress and relaxation is at their convenience and discretion and not the customer. Given Covid, travel restrictions and my own family/child health issues, I was unable to use the credits. So as the deadline approached, no correspondence from the company that the credits were at risk of being lost or encouraging their use. That would have been the right thing to do.

  Postings on social media boards including REDDIT demonstrate the lack of professionalism  and concern by this company that allegedly promotes peace and serenity.

  At the very least, requesting 50% reimbursement for credit loss and the stress in having to deal with this.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 02/05/2025

  We have received the new message regarding BBB Complaint Case # ********. ********* ********* complaint concerns her expired Credit Pack nights.
  
  ********* ******* wrote to Postcard Cabins Support on 1/28/25 requesting clarification on the free night credits on her account that were purchased as part of a Credit Pack in 2021. We responded to the request and let them know that we would respond within ********************************** correspondence with ********* ******* to address ********* ********* request on 1/28/25 less than 24 hours from the original outreach.
  
  We successfully explained that the credits expired on 12/31/23 and that they were already extended once as a one time courtesy. All credit pack credits will expire two years after the date of purchase, and our agents have informed her accordingly. As a reminder, All guests agree to these Terms at the time of purchase.
  
  Due to the previous extension of the credits, we were unable to extend their expiration date a second time. 
  
  Per the outlined details above, we still consider this matter resolved. 

  Customer Answer

  Date: 02/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business did not offer any reasonable explanation and were not interested in discussing anything with me. They dictated a policy from the previous company. And since taking over, they did not contact anyone to advise they were new owners and that the current credits were soon to expire. That would have been the right and professional thing to do. So when I tried to book my stay, I found no credits and a ****, don't care attitude from the business, stating that customers should know when they originally purchase that credits expire. If they extended it once, they can again. But I was told they wouldnt because then they would have to do it for others. So what does that tell you....several customers in the same boat as me with this company taking their money without notification. Since they dont want to extend my credit, give me back my money. 

  Clearly this business will take from people without their knowledge. Research on other platforms has shown this.

  Their lack of customer focus and inflexibility is not in line with their "stress free and zen like" philosophy and clearly they do not care.

  I will gladly share my experience on social media platforms with friends and family, etc. I know I am not alone in my experience. 

  Shame on them!

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:01/20/2025

  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.

  I was attempting to do some price and date checking for a cabin on this website. I put our dates in and it asked for a payment method. Upon putting in my payment method, I came back to the checkout screen and realized that I had not entered the promotional code. So I went back and entered the promotional code. It asked me to enter my payment information again, which did not alarm me as sometimes a website will not keep that information for security reasons and it needs to be re-entered. I was waiting to get to a screen where it showed dates, the nightly rate, plus taxes and any eligible promo code deductions. To my surprise, it booked me without me ever hitting a confirmation button, not only once but twice. I reached out immediately to the company through the only option which was email. I alerted them as to what occurred and asked politely for someone to cancel and refund because it came out of my checking account instantly. So I ended up with two identical bookings, each charging me $542.16 for a grand total of $1,048.32.Their response was indicative of a non-refundable rate, and basically saying sorry there's nothing we can do, and let us know if you have any further questions. Can someone please assist me with this? This was not a booking where we were just unable to make our trip and requested to cancel. This was an instance where I was attempting to check a total price for a trip, reached out immediately upon realizing that this had occurred, I'm talking within 20 minutes of the booking I had already sent out an urgent email, and the company just wants to keep my money and refuse to cancel my accidental reservation. I will attach the email that they responded with, as they even refer to my transaction as an accidental booking. Thank you!

  Business Response

  Date: 01/21/2025

  Formal Response to BBB:
  
  We are in receipt of BBB Complaint Case # ********. ******** ************ complaint concerns two reservations that they made at a non-refundable rate and the ability to cancel them and receive a refund.
  
  ********* wrote to Postcard Cabins Support on Sunday 1/19/25 requesting to cancel and receive a refund for two reservations they made at a non-refundable rate. ******** stated that the reservations were accidentally made, which is why they wanted to cancel them. A member of our team responded to the request and let them know that per our Terms of Service, the reservations were made at a non-refundable rate and could not be refunded if they were canceled. 
  
  ******** responded and stated that they were unhappy with our response and that they would be reaching out to their attorney and the BBB.
  
  Another member of our team reevaluated the situation and followed up with ******** to confirm that an exception to our policy could be made. We successfully canceled both of the reservations that ******** made and issued refunds for both, and our agent informed them of this on Sunday 1/19.
  
  After corresponding with ********, we consider this matter resolved. 

  Customer Answer

  Date: 01/22/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******** **********
  
  
  
   
  
  

• Initial Complaint

  Date:12/26/2024

  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.

  In October 2024, I booked a stay at Postcard Cabins, formerly Getaway Cabins. I arrived at my cabin and it was filled with cigarette smoke, the bedding, the cabin, everything. I am allergic to smoke if it wasn't already a terrible smell on top of the health concerns. I opened all of the windows to try and air out the cabin, I alerted the staff there and the only resolution was to bring air fresheners, which would have made it so much worse, that they couldn't fix the problem. I asked to move cabins and they did not have any more available until the next day, and the next day they would have to downgrade the cabin I had already paid for, they could only give me a room with fewer beds. No solution was given for the cigarette smoke, and mold was growing in the air conditioner. I hoped airing out the cabin would have helped, but the next morning I woke up sick from the smoke, I could no longer stay in the cabin, on top of the cabins, they were not able to provide a cabin that I paid for with two beds.

  Business Response

  Date: 12/31/2024

  Dear BBB Representative,
  
  We are in receipt of the complaint case ******** filed by ********* ******* regarding her reservation with Getaway House **** (Reservation Number: ******), scheduled for check-in on September 21 and check-out on Septmeber 26, 2024, at our ********** (**********, **) Outpost located at ********************************************************************
  
  Guest ********* ******* booked her stay on September 20, 2024, at 3:14 pm EDT date, at which time she agreed to our terms of service, which state that All reservations must be canceled at least 15 days prior to arrival to avoid 100% forfeiture of stay (including tax, applicable fees, and add-ons).
  
  ********* ******* contacted us on September 21, 2024, at 6:25 pm regarding her concerns about her cabin (room) assignment, specifically quoting smell as the issue.  During this correspondence, we offered to move her to another cabin the next day, at which point ********* ******* agreed on September 21, 2024, at 6:27 pm.  On September 22 at 12:58 pm, we informed *** ******* that the cabin was ready, to which she responded on September 22, 2024, at 1:18 pm and informed us that they had decided to depart and requested a refund. 
  
  We responded to *** ****** that we reviewed her request for a refund and that, after review, we were unable to accommodate her request. As outlined in our terms of service, all reservations must be canceled at least 15 days prior to arrival to avoid 100% forfeiture of stay (including tax, applicable fees, and add-ons). Rescheduling or shortening a reservation will result in a forfeiture of the reservation value, and her reservation was not eligible for a refund or credit.  
  
  We consider this request resolved based on our last correspondence with *** ****** on October 26th, 2024.  

  Customer Answer

  Date: 01/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I was not provided the cabin I paid for. 0n 09/20/2024 I reserved and paid for a 2-bedroom cabin. On Saturday September 21, 2024 I arrived to a cabin with mold in the vents and cigarette smoke in all of the bedding and in the cabin. They told me there were no more cabins available to move me to and I would not be charged for the cigarette smoke. I woke up the next morning sick from the odors and could medically not stay in that cabin. They moved me into a one bedroom cabin, but I had paid for a two bedroom cabin. The only solution they had was to bring air fresheners, which are known to cause disease. They knew the cabin was not cleaned when they mentioned I would not be charged for the uncleanliness. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 01/11/2025

  Dear BBB Representative,
   
  We are in receipt of the complaint case ******** filed by ********* ******* regarding her reservation with Getaway House **** (Reservation Number: ******), scheduled for check-in on September 21 and check-out on September 26, 2024, at our ********** (**********, **) Outpost located at ********************************************************************
   
  Guest ********* ******* booked her stay on September 20, 2024, at 3:14 pm EDT date, at which time she agreed to our terms of service, which state that All reservations must be canceled at least 15 days prior to arrival to avoid 100% forfeiture of stay (including tax, applicable fees, and add-ons).
   
  ********* ******* contacted us on September 21, 2024, at 6:25 pm regarding her concerns about her cabin (room) assignment, specifically quoting smell as the issue.  During this correspondence, we offered to move her to another cabin the next day, at which point ********* ******* agreed on September 21, 2024, at 6:27 pm.  On September 22 at 12:58 pm, we informed *** ******* that the cabin was ready, to which she responded on September 22, 2024, at 1:18 pm and informed us that they had decided to depart and requested a refund.
   
  We responded to *** ****** that we reviewed her request for a refund and that, after review, we were unable to accommodate her request. As outlined in our terms of service, all reservations must be canceled at least 15 days prior to arrival to avoid 100% forfeiture of stay (including tax, applicable fees, and add-ons). Rescheduling or shortening a reservation will result in a forfeiture of the reservation value, and her reservation was not eligible for a refund or credit.
   
  We consider this request resolved based on our last correspondence with *** ****** on October 26th, 2024.  

  Customer Answer

  Date: 01/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I booked my stay on September 20, 2024, at 3:14 pm EDT for a 2 bedroom stay.
  
  I contacted Getaway House on September 21, 2024, at 6:25 pm regarding the cleanliness of the cabin, the cabin was not cleaned before arrival, there was mold in the air conditioner, and there was cigarette smoke in all of the bedding, sheets and the entire cabin.  There were no other 2-bed cabins available for me to stay in. I ended up ill from the uncleanliness and again they did not have any more 2-bedroom cabins available which I had paid for.
  
  I let the team know I would prefer a refund. The team onsite did not object to the refund and I departed. The team corresponded over email and then sent an email after the fact saying they would not accommodate the refund. I did not receive a 2 bedroom stay on their property as originally paid for. I am requesting a refund and will continue to dispute through multiple channels. 
  
  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:11/11/2024

  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.

  I booked a two night trip totalling over $300 and they emailed a confirmation message of the trip (with a tiny note in the bottom saying there was a fire burn ban at our location). The specific location we booked listed outdoor fire grill as one of their amenities (****************************************************), which was the only reason my family and I booked the cabin.We asked for a refund since this was the whole reason we wanted to go camping and they refused to refund us. It appears this fire ban was not something that happened immediately and has been in effect for a while. The company clearly knew of this fact and only disclosed it in the reservation confirmation email, and not in a clear conspicuous way, once consumers paid hundreds of dollars. They are refusing a refund even though it has been less than a couple hours since we booked the trip.

  Business Response

  Date: 11/13/2024

  We are unable find an account under the email address ********************** ), phone number ************* ) or name (***** *** - There are multiple of these but none with any recent reservations) attached to this BBB claim. The guest will need to provide their reservation ID, or email address/phone number attached to their Postcard Cabins account in order for us to look into this matter. Thank you.
  

• Initial Complaint

  Date:11/05/2024

  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.

  I made a reservation with Postcard Cabin for a two night stay at one of the company's cabins. However, upon arrival, the key lock to the cabin did not function and despite reaching out to customer service, I did not receive assistance. As such, I did not stay at the cabin at all and requested a full refund. However, unfortunately, the company offered a credit which is not acceptable. The company in their written response did admit that there was a failure of the key lock.

  Business Response

  Date: 11/06/2024

  We are in receipt of BBB Complaint Case ********. ******* ***** complaint concerns are around the fact that they were unable to get into their cabin due to the provided lock code not working, causing them to leave the Outpost and not complete their stay.
  ******* wrote to Postcard Cabins Support on 11/1 at 8:23pm EST via text message requesting assistance with their key code, which was not working to unlock their cabin door. We responded to the request and sent troubleshooting steps but those did not work. Support then sent instructions on obtaining a physical key to use to enter the cabin, but the guest stated that the lock box containing the key was jammed. Support offered their phone number to ******* to assist them via phone call, but ******* was unable to get in contact with Support. ******* continued to reach out to Support via text and did not get consistent responses before confirming at 8:55pm EST that they would be leaving and wanted a full refund.

  Support escalated *******'s case via email to Leadership, who reached out to ******* on 11/2 at 1:08pm EST and confirmed that a credit for the full amount of *******'s reservation ($871) was added as a credit to their Postcard Cabins account. ******* responded to Support Leadership at 2:19pm EST and stated that they had filed a complaint with the BBB. Support Leadership responded to ******* at 2:34pm and confirmed that the issued credit had been modified to reflect a full refund of $871, which would post to *******'s account in 5-10 business days.

  After corresponding with ******* and confirming that the full refund was issued on 11/2, we consider this matter resolved.