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:09/13/2024

  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.

  Request for Refund Due to **************************** Name: Getaway House ****Reservation Number: ****** Date of Reservation: September *****, 2024 Description of the Issue:On September 7, 2024, I made a reservation with Getaway House **** for a getaway in ********, **, for my boyfriends birthday, totaling $465.45. Due to an active fire and a mandatory evacuation, it was unsafe and prohibited by local authorities to travel to the property.Upon learning of the evacuation, I promptly contacted Getaway House **** to cancel the reservation. Given the circumstances, I requested a full refund rather than store credit or rescheduling, but the company refused and only offered credit or future rescheduling, which is unacceptable as the situation was beyond my control.On September 12, 2024, I received a confirmation email for my reservation, even after the evacuation order was in place, showing no adjustments for the emergency.Actions Taken:Contacted Getaway House **** to request a refund.Explained the evacuation and unsafe conditions.Spoke with a manager and formally asked for a refund.Received confirmation of my reservation despite the evacuation.Despite these efforts, the company has only offered store credit or rescheduling.Desired Resolution:I am requesting a full refund of $465.45, as I was unable to use the service due to the evacuation. I believe this is a reasonable request given the circumstances.Enclosed documents:Reservation ****************** correspondence with Getaway House ****Evacuation order (Getaway House **** advertises the property as being in Big Bear, but it's located in ***************, **).Thank you for your attention.

  Business Response

  Date: 09/13/2024

  **** *********
  ********************
  ******** ************
  ****** ******
  **********************
  *********************
  ******* ****** **************
  ******* ********************************

  
  Dear BBB Representative,

  
  We are in receipt of the complaint case ******** filed by ****** ****** regarding her reservation with Getaway House **** (Reservation Number: ******), scheduled for September *****, 2024, at our ***************, **, location.

  
  ****** ****** contacted us on September 12, 2024, regarding the Line Fire in ***************, **, which prompted a mandatory evacuation and posed concerns over air quality. She requested a cancellation and refund of her reservation totaling $465.45. In accordance with our policies, we offered two options: (1) rescheduling her stay at no additional cost or (2) issuing a credit for the full value of the reservation to be used at any of our Outposts.

  
  Our Terms of Service state that guests affected by travel restrictions imposed by governmental agencies are eligible for a refund or credit. In ****** ******** case, a credit was issued, in line with our standard procedure for such circumstances.

  
  ****** ****** subsequently requested a refund to her original payment method. After a further review of the situation, we were unable to provide a cash refund, as this would constitute an exception beyond our established policy. We communicated our decision to ****** ****** on September 12, 2024, and informed her that the credit of $465.45 would remain valid for two years, allowing her the flexibility to reschedule at her convenience.

  
  The actions taken by our team align with the terms outlined in our policy.

  Customer Answer

  Date: 09/21/2024

  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 request for a refund after my trip was canceled due to a fire and emergency evacuations in the area. Despite the companys policy, which clearly states:
  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),
  I have yet to receive my refund, nor has the company adhered to their stated policies. I have made several attempts to resolve this issue directly with the company, but I have not received a satisfactory response.
  I am now seeking the assistance of the BBB to help ensure the company honors its own terms and provides the refund I am entitled to.
  Thank you for your attention and support in this matter. I look forward to your assistance in resolving this.
  

• Initial Complaint

  Date:05/01/2024

  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 reservations at Getaway House for 2 cabins, one for me and my husband and one as a gift to my daughter, son-in-law and granddaughters. About 48 hours before our scheduled arrival, I woke up with a highly contagious infection. My first call was to Getaway to let them know of my condition and to ask to reschedule our trip but found out that customers are not allowed to speak with anyone, that all communications are by text or email only, so I left an urgent message for someone to respond asap. In the meantime, I called my doctor who prescribed medication and advised that I isolate to prevent infecting others. I received a message from Getaway, explained the situation and even sent them a picture to confirm my illness. Because it was after their 72-hour cancellation policy, they said that there was nothing they could do. I explained that I didn't want to cancel, only to reschedule but they declined to help. I asked to speak to a supervisor and spent the next two days pleading my case but to no avail. I offered to pay a rescheduling fee but was told that they would make no exception to their 72-hour cancellation policy regardless of the situation. As if they didn't know, I reminded them that they have $908 of a 69-year-old grandmother's money, who is a returning customer but still, they made no offer to work with me in any way. They did say that they would like to follow up with me to "support" my concerns, but no one has contacted me since Saturday when they emailed a canned request for me to rate my experience with their customer support. Can you please help?

  Business Response

  Date: 05/02/2024

  We are in receipt of BBB Complaint Case #********. ********************************* complaint concerns regarding our rescheduling policies. 
  
  ******* wrote to Getaway Support on 4/25/24 requesting an exception to our rescheduling policies. We responded to the request and let them know that we would respond within ********************************** correspondence with ******* to address *******'s request on 4/25/24 less than one hour from the original outreach submitted by ******* on 4/25/24.
  
  We successfully passed along our Terms regarding rescheduling a reservation, and our agents have informed her accordingly. 
  
  As stated by our Terms of Service, you can reschedule your standard reservation up to 72 hours prior to check-in time. All guests agree to these terms when booking.
  
  Given her outreach asking to reschedule was sent to us 24 hours prior to her arrival, we were unable to edit the dates of her stay in line with our Terms of Service.
  
  After corresponding with *******, we consider this matter resolve. 

  Customer Answer

  Date: 05/07/2024

  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:

  
  In the spirit of goodwill and customer relations toward a returning customer who has spent hundreds of dollar on previous visits and who was originally referred to Getaway by a family member who has also spent hundreds of dollars on previous visits, when I awoke with a contagious eye infection and explained how heartbroken my family and I were that we had to cancel our trip (on the advice of my doctor), I never expected Getaway to be so ******** and unwavering in their cancellation policy, especially when lifes unexpected situations arise.
  I never asked for a refund of the $809.00 I paid, I merely asked for mercy and to be allowed to reschedule our trip.
  When I was told that a supervisor would review my request, it implied that exceptions to their policy can be made, so I waited for two days only to have them repeat their cancellation policy.
  I totally bought into the Companys business objective of
  ..helping to create a better, more balanced world and ******* believed that they would help me when I was in need.
  All I requested was to reschedule.
  
  

   

   

   

   

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

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

  Customer Answer

  Date: 05/28/2024

  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 appreciate your efforts on my behalf, but their responses confirm that they are a heartless company who will NOT consider extenuating circumstances to help an established customer or anyone else for that matter.

  Their ironclad policy also confirms that they must need my money more than I do.

  My thanks to you at the BBB.

   

   

   

   

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

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

  Business Response

  Date: 06/13/2024

  We are in receipt of BBB Complaint Case #********. ********************************* complaint concerns regarding our rescheduling policies.
   
  ******* wrote to Getaway Support on 4/25/24 requesting an exception to our rescheduling policies. We responded to the request and let them know that we would respond within ********************************** correspondence with ******* to address *******'s request on 4/25/24 less than one hour from the original outreach submitted by ******* on 4/25/24.
   
  We successfully passed along our Terms regarding rescheduling a reservation, and our agents have informed her accordingly. As stated by our Terms of Service, you can reschedule your standard reservation up to 72 hours prior to check-in time. All guests agree to these terms when booking.
   
  Given her outreach asking to reschedule was sent to us 24 hours prior to her arrival, we were unable to edit the dates of her stay in line with our Terms of Service.
   
  After further review of our correspondence with *******, our decision remains final and we consider this matter resolved.

• Initial Complaint

  Date:04/01/2024

  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.

  I booked a getaway cabin and have paid about $1000 for 2 cabins ($622 on 7/31 and $488 on 10/22).I attempted to cancel for 4/5-4/7 within the 14 day window where you cannot cancel. I understand this however I had a valid reason- ******* is being done this weekend and I cannot go and my son is having surgery and cannot predict another date to move the reservation to. I asked for leinency and for some resolution and they have refused. The customer service is poor. They didnt even offer any compromise solution.

  Business Response

  Date: 04/02/2024

  We have received the BBB Compilation #********. ******************** booked a stay with Getaway on 07/21/23 date, to check in on 08/04/23 and check out on 08/06/23. This is the third time ******************** has reached out to cancel these two reservations for a full refund. As a part of our review, we have informed ******************** of our full terms of service on three occasions. On 2/20/24, ******************** contacted Getway and requested a refund and to cancel his reservation. On 2/20/24, Getaway informed ******************* that reservations canceled 14 or fewer days prior to check-in are not eligible for refunds or credits. This is outlined in our terms of service on our website here (************************************************************), and all guests accept these terms and conditions prior to booking their stay.  
  
  Subsequently, per our terms and conditions, we offered ******************** the option of rescheduling his reservation up to 72 hours prior to check-in time. There will be a $50 fee for any date changes that occur within the 72-hour to 14-day window prior to arrival. The updated reservation will be subject to current rates and availability. 
  
  ********************* approved this change, moving his reservations to check in on 4/5/2 and check out on 4/7/24. On 3/38/24, ******************* contacted Getaway to request to cancel for a refund. ******************** was informed that, per our times of service, that reservation was. On 3/29/24, Getaway informed ******************* that reservations canceled 14 or fewer days prior to check-in are not eligible for refunds or credits. This is outlined in our terms of service on our website here, and all guests accept these terms and conditions prior to booking their stay.  
  
  Subsequently, per our terms and conditions, we offered ******************** the option of rescheduling his reservation up to 72 hours prior to check-in time. There will be a $50 fee for any date changes that occur within the 72-hour to 14-day window prior to arrival. The updated reservation will be subject to current rates and availability. After brutally, we offered ******************** the ability to adjust the dates of his stay subject to current rates and availability, with us waiving our Change Fee and honoring the current promotional discount.  
  
  We consider this situation resolved as ******************** accepted this offer. 

• Initial Complaint

  Date:03/04/2024

  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 have contacted Getaway house February 28th to change the date of my reservation. They have yet to change the date and honor the promo code. They have been ignoring my emails and lying about the dates that I want being available. First they said the dates arent available. Then later they said they were and I would have to pay over $400 which includes the $50 Change fee. They would not apply the promo code because they said it was expired. That was a complete lie. The promo code was extended and listed still on their website. After I brought this to their attention they did not respond again. They ignored my consequent emails. I understand that their would be a $50 fee and a difference to pay if the price increases but to lie and ignore the promo code is robbery. This company lies and steals. This has caused so much more stress. I want a rescheduled reservation or a refund or a credit.

  Customer Answer

  Date: 03/04/2024

  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:02/21/2024

  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.

  We booked the cabin on 02/20/2024, Getaway *****************, ID ******, but we are not allowed to rent a car to drive there as we are international visitors. As a result, we could not go on the trip which needs driving 2h30min away from NY. Because we did not use the services, we hope we can get part of our money back or have some credits in our account.

  Business Response

  Date: 02/23/2024

  Hi *****,

  Thank you for reaching out with your request. Your reservation was canceled on the day of arrival, 2/20. Per our terms, 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).

  Im sorry to inform you that were unable to honor an exception to our cancellation policy in this instance. We recognize that this may not be the outcome you were hoping for, and we sincerely apologize for any inconvenience this may cause.

  Please know that our decision is not taken lightly, and it is in no way a reflection of your circumstances or our understanding of your needs. Our primary goal is to ensure fairness and consistency for all our guests.

  We genuinely appreciate your understanding and cooperation and hope to have the opportunity to welcome you in the future.

• Initial Complaint

  Date:01/24/2024

  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.

  On Nov 20 we booked the stay with them for three nights over Christmas. However during our stay, there was a power shortage that made the cabin extremely cold, leading us to temporarily leave the premises for our safety and well-being. Unfortunately, both of us have since fallen ill, experiencing a prolonged period of sickness lasting weeks. They only provide refund of $50 was issued. However, considering the discomfort and health issues we faced, we feel that this amount does not adequately reflect the impact on our stay. The partial refund of one night's stay is unacceptable given the severity of our experience. We demand a full refund for the entire stay, and compensation for medical expenses resulting from the conditions at the property. Thank you!

  Business Response

  Date: 01/25/2024

  Hi ****, 
   
  I'm terribly sorry to hear about the recent power outage during your stay, and I want to express my sincere apologies. We understand the impact this had on your overall experience, and we want to assure you that power outages like these are not the norm. The situation was unforeseen, and we have implemented measures to help with similar incidents in the future. Please know that we have taken the following steps to make this right:
   
  We have issued a full refund for your reservation. Please allow **** business days for this to post on your statement.

  In addition to the refund, we issued a future credit for one night towards your next stay with us. This will automatically apply next time you book a reservation through your Getaway account. It will be our pleasure to ensure your *********** delivers the experience we intended you to have.
   
  Once again, we apologize for your last experience and sincerely appreciate your understanding. Thank you for being a Getaway guest, and we look forward to the opportunity to host you again.

• Initial Complaint

  Date:12/19/2023

  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.

  We had no water our entire stay. We were advised that it was a county issue but we went to other businesses in the county and they had water. We had no access to flush the toilet, wash our hands or dishes or shower. The staff provided us one gallon of water. An average toilet uses 1.8 gallons per flush so we were able to flush once in 48 hours. Paid $317 for two nights

  Business Response

  Date: 01/04/2024

  Hi *****, 

  Thank you for taking the time to share feedback on your recent stay. I'm terribly sorry to hear about the water outage that occurred during your Getaway. This is not the norm for us, and the issues you outlined have been addressed with the team to ensure they don't recur.
  
  I understand our team has already issued a 40% refund, and I've gone ahead and refunded the remainder of your reservation in full. Please allow **** business days for this to post to your statement. As a reminder, you still have a $75 credit to your Getaway account that can be used toward a future stay. It will be valid for one year, will automatically apply when booking your next reservation, and can be enjoyed at any of our Outposts. We sincerely hope to be able to welcome you back and deliver the experience we intended you to have. 
   
  Once again, please accept our sincere apologies, and we hope to host you again sometime soon.

• Initial Complaint

  Date:11/28/2023

  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.

  I made a reservation to stay at the *********** location on November 25. I had stayed before and had a great experience, but I know its necessary to drive on dirt roads through hilly terrain to reach the location. The morning of November 24 I saw there was a national weather service warning for road conditions due to freezing rain, one of the most dangerous conditions and requested to change the reservation. The company gave me contradictory information over the next 36 hours, offering no ways to avoid or mitigate the issue without forfeiting the entire cost of a two night stayeven though the location was not sold out and the website said I could change my reservation for $50. I was not given this option after asking directly several times and sharing screenshots of the policy on the website. Not only is this company not honoring their posted policies, but they are insisting their customers deal with dangerous conditions in order to not lose out on hundreds of dollars.Since my request to rescheduled was not honored despite their posted policy, I expect a full refund.

  Business Response

  Date: 11/28/2023

  We appreciate your diligence in addressing concerns and acting as a mediator in consumer-business relations. Regarding the inquiry into ******************************* case and our rescheduling policy, we understand the importance of transparency and open communication.
  
  We acknowledge that ****** faced challenges due to unforeseen weather conditions. We understand the need for flexibility in exceptional circumstances. Upon careful consideration of the situation, we decided to make an exception to our standard rescheduling policy which allows our guests to reschedule for a $50 fee for any date changes that occur within the 72 hour to ******************************************* our terms. Our team was able to reschedule this reservation to May ****, taking into account the unique circumstances they have encountered. 
  
  We encourage ****** to reach out to us directly for any further assistance with their current reservation.
  
  We appreciate your role in facilitating communication, and we are confident that this exception will contribute to a positive resolution for all parties involved. If there are any additional details or specific steps required, please do not hesitate to inform us, and we will address them promptly.
  
  Thank you for your understanding, and we look forward to resolving this matter to the satisfaction of all parties involved.

• Initial Complaint

  Date:08/10/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Customer Name: *********************** Address: ************************************ Windsor Mill, ** ***** Amount of Purchase: $760.50 Subject: Disappointing Stay at Getaway ********, July **** I am writing to express my deep dissatisfaction with the experience my wife and I had during our recent stay at Getaway in ********, **, from July 8th to July 15th. We had chosen your establishment to celebrate our honeymoon, a special and memorable time for us. However, the inconsistencies in service and the lack of response to our concerns have marred what should have been a joyous occasion.Our main grievance revolves around the inadequate response and the lack of attention to our requests during our stay. We encountered significant delays in receiving basic amenities, such as towels and trash collection, which hindered our ability to fully enjoy our time at your facility. This lack of prompt service was disappointing and made us feel undervalued as guests.The most distressing issue we encountered was with the refrigerator in our cabin. Regrettably, the refrigerator failed to provide adequate cooling throughout our stay, resulting in the unfortunate spoilage of over $300 worth of groceries. We promptly notified your staff about the refrigerator's malfunction, hoping for a swift resolution. However, to our dismay, our concerns were met with silence, and no action was taken to address the situation. Consequently, we were forced to spend an additional $350 on groceries and dining out, which significantly impacted our budget and added to our disappointment.We arrived at Getaway ******** with high hopes for a wonderful honeymoon experience, but the combination of these issues has left us feeling frustrated, disheartened, and ultimately let down. The lack of responsiveness from your staff and the financial burden we incurred due to the malfunctioning refrigerator have greatly overshadowed the positive aspects of our stay, such as the quality of the cabin itself.