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Business Profile

Cabin rentals

Buffalo Cabins and Lodges, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cabin rentals.

Complaints

This profile includes complaints for Buffalo Cabins and Lodges, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Buffalo Cabins and Lodges, LLC has 4 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:10/11/2023

      Type:Product Issues
      Status:
      Answered
      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 10/9 at 3:30 I pulled up pet friendly cabins in Ohio. Please see "website Banner" popped up for Buffalo Cabins and Lodges.

      I keyed in the dates (12/22-12/25) I was looking for and browsed the available cabins. Moonlit Trails was a fit for that timeframe and within the instructions included the pet statement "Pet Supplies Statement".

      I attempted to book the cabin based on those observations. Discover blocked the transaction. I would need to call them to authorize I assumed. I received the email from Buffalo stating "Declined Payment" and they instructed me to call them to set up payment arrangements.

      I went home that night and spoke to my husband that I would need to call Discover to let them process the transaction and showed him the cabin. He notices the "No Pets" statement somewhere in the details.

      10/10 at 6:28am Buffalo reran my card before they were open for me to call "Processed Payment". I called them at 8:19am and received no answer. I left a message and asked them to return the call. I then followed up with an email "Cancel Notification".

      They eventually emailed me back stating that since they already charged it I would have to file an insurance claim with the travel insurance I purchased. The insurance company could refund me but would not get the $142.37 I paid for the insurance and their website states since I am cancelling there will be an additional $75 cancellation fee as well. I have called the insurance company as well who was unsuccessful in finding that policy and have spent hours on the phone.

      I do not feel I should be out $218 due to the misleading website and my prompt response once we realized. This place was literally booked for an hour and they refuse to budge.

      Business Response

      Date: 10/11/2023

      The property is clearly marked as not pet friendly but the guest booked anyway. Our system sends auto emails out regarding a declined charge but also attempts to charge again, and was successful on the second attempt. Because the guest booked with trip insurance, it is our policy to direct them to the insurance company after cancelling. Since this guest was also outside of the 60 day cancellation window we were able to refund her, Les the cost of the trip insurance, and a $75 cancellation fee, which is also explained in our policies. The trip insurance and fee are not refundable.

      Customer Answer

      Date: 10/11/2023



      I am rejecting this response because: It is NOT clearly marked and I provided multiple examples.

    Buffalo Cabins and Lodges, LLC is NOT a BBB Accredited Business.

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