Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:12/31/2022
Type: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 checked in on Friday after driving 10 hours from 35 miles Northeast of Cincinnati through the nasty weather and Sub-Zero temps they couldn't find our name , one spoke up and said your reservation is for New Yr .I was sitting with my wife when she made this reservation it was a mistake on their end they were trying to make it seem as though it was ours.. villa number 3315 was available
We got in and got settled and it was cool . we fired up the gas fireplace ran some water in the jacuzzi to clean it opened the drain on the jacuzzi it would not drain
thermostat at the top of the steps for the upstairs it was reading 62° even though it was set on 72....
And then check downstairs it was set on 72 and was 68°.. with the fireplace My wife, daughter, and grandson slept downstairs with the oven on 350 and the door open on it.. I slept upstairs Saturday morning around 9:00 I called the front desk and politely expressed my concerns of the heat and jacuzzi .. told me there were six others ahead of me would add me to the list get to me sometime today. We were going out later that afternoon for the Dolly Stampede Christmas show Ironic how you can sit in a big open arena such as that and be warmer than we were in our Villa! We got back to the Villa around 7:00 p.m. jacuzzi was full of water but it was blowing warm air upstairs. At least we have heat! The wife and I retired to bed around 9:30 p.m upstairs she woke me up at 1am cold!!! That was Christmas day..they told us when we checked in no one would be in the office
Christmas Day. We tried calling the emergency number and got no response.
So once again we were all forced to sleep downstairs in the cold using mainly the fireplace and the oven for heat.You know in times past if we had an issue with a unit we were offered a upgrade and at least had folk that worked the desk that would check on us to make sure that the issue was taken care of.no one checked no one called no one offered anything 33 yrs staying there
Business Response
Date: 01/02/2023
We were cold now Christmas day, but there was a emergency # on the door. Also we were full so you can't be up grade when we are full house
Entered By: TANYA - 12/24/2022 8:57 AM
heat blowing cold
Entered By: ELIJAH - 12/23/2022 8:34 PM
Came in and thought they had today for 3 nights but actually had the next week it was open just switched them
Entered By: TANYA - 12/6/2022 2:53 PM
offered half price nights
Entered By: TANYA - 12/2/2022 9:43 AM
will here around midnightCustomer Answer
Date: 01/03/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
The scheduling issue was their fault NOT ours
At any given time during our stay there were several villas that were unoccupied meaning that there were less than five vehicles in that lot the whole time we were there.
I already stated no one answered at the emergency number when I called.
There was no one there after midnightBusiness Response
Date: 01/06/2023
We are open 24 hours a day, only closed Dec 24 after midnight, and closed Christmas day. That is the only we are closed. So sorry that the guest is unhappy. so of the Villa are no rental---Customer Answer
Date: 01/09/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
I expect no less than a 50% refund for their scheduling error, their lack of empathy and professionalism and resolving the heating and jacuzzi issue.
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