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:10/02/2022

  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.

  Reserved cabin for Aug 4-7, 2022. Arrived August 4, at around 8:30 after hours but cabin was unlocked and we were to finish registering Friday morning. The first thing we could smell in cabin was a very unpleasant sewer smell. I brought in my cleaning tote and ******* wet mopped the floor. To my disgust, the cloth was black and so was a second wet cloth. After that, took out Clorox wipes and wiped everything including the vinyl covered bed mattresses. They weren't exactly clean after wiping things down but were so-so. The smell was just overwhelming and after doing some investigation we found the toilet to be barely attached to the floor and being shimmed by rotted wooden shims. To use the toilet you had to brace yourself with the wall while wiping otherwise the toilet would tip over. Now we knew where the sewer smell was coming from; the loose and shimmed toilet. You could see wet and rotted areas around the base of the toilet. Pictures are attached. We were thoroughly disgusted and tried to call the office but there was no cell service at the campground even driving closer to the office. We reluctantly stayed in the disgusting cabin Thursday night and left both windows wide open to air out the sewer smell. Friday morning, went down to talk to manager. Showed her the filthy ******* wets, told her all the things wrong with cabin. ***** was very understanding. We told her we wanted a refund for the next 2 nights (we would pay for Thursday night due to staying there) because we were not staying in that disgusting cabin. She wrote down that we would be refunded $379.80 on credit card which was all 3 nights. Six weeks went by with no refund on credit card. Emailed ***** and got no response, called a few days later and was told by ***** she may have mis-spoken and she had to talk to owners about giving us a refund after she already told us we would be getting it when we were in person. One week has gone by since phone call and haven't heard a thing.

  Business Response

  Date: 10/10/2022

  We have enclosed our cancellation policy for our campground.  

  CANCELLATION POLICY:  If cancellation is received more than 14 days prior to arrival date, you will receive a credit voucher minus a $25.00 fee, good for one year.  Any cancellation received less than 14 days prior to arrival date, there is no voucher or refund.  No shows are not eligible for a credit voucher.  

  We would have offered them a different cabin, but all of our cabins were full that weekend.

   

  Boulder Creek Campground

  Customer Answer

  Date: 10/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We do not accept this because the manager of the campground told us we would be getting a refund for all 3 nights.  She needs to stick to her word instead of telling us via telephone that "she may have mis-spoke and had to talk to the owners of the campground.  We feel we were lied to and expect to be refunded what we were told.  As stated before in the complaint, as a manager she should have known what she could have done for us and if she wasn't sure she should have stated that to us in person the day we talked to her and checked out of the campground because then we would have demanded to speak with the owners.  Her going back on her word is just not professional or acceptable.  In our conversation with her, she also told us that she had complaints before about other cabins being dirty. We told her that her cleaning people lied to us in telling us they cleaned our cabin on Wednesday when it was apparent the cabin hadn't been cleaned in some time.  It was just an overall disgusting experience and we want our money back like we were promised. 

  
  Regards,
  
  ***********************

  Customer Answer

  Date: 10/28/2022

  I received email from BBB that you never received a response from Boulder Creek Campground regarding the above complaint regarding my rebuttal.  They have actually reimbursed me the amount promised back in August and we received a check on Friday, October 21.  I dont know why they havent contacted the BBB to let you know the issue was resolved but we are satisfied with what they did.