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:10/21/2022

  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.

  Oct 15/16 ******* *****
  Oct 16, 2022, 10:37 PM (13 hours ago)
  to *****************************
  
  We paid three hundred dollars for a condo that was not handicap accessible (although requested); we had NO heat; no phone service, no wifi (we were without the capability of calling for emergency services) no soap; fireplace and remotes had no batteries; fireplace and tvs did not work and our source for drinking something warm was a broken coffee maker, making that impossible.. I don't think that Snowshoe wants its reputation tainted by greedy landlords. We asked for help when we got there, and the wife told us there was nothing she could do! It was so cold and frigid in the condo, and even though they had small floor heaters, a normal person knows not to leave them on all night. These people did not fix the broken furnace, which was obviously broken long before we came! Access to the basement room down two flights (we had requested handicap accessibility and were denied) ; the pathway was dangerously dark as the working light bulbs were burnt out. We are senior citizens and we both almost fell down those stairs--twice--while carrying our luggage. It ws bitterly cold both inside that room area and outside with blistering winds.. We believe we deserve a refund. We would have left after our discovery of the furnace not working, but the narrow roads in the darkness made us afraid to venture out. My husband and I both have heart trouble, and I cannot walk great distances, but these owners seemed to ignore our requests for handicap assistance. No other condos around us were occupied it seems.. I believe this was the ONLY location that these people owned and they did not want to lose us a paying tennants. Our only source of heat was to bundle up using all the blankets off the beds so we could to stay warm. Needless to say, we did not sleep that night--it was a horrible, dangerous experince, ******* ***** ************

  Business Response

  Date: 10/27/2022

  Please see below our response to this complaint.

  We have responded to all emails and conversations with this guest within a few hours and have already spent about 5 hours responding to them over phone, email, texts etc. We are committed to providing a great experience and therefore we respond to everything right away. This property has a very high rating of 8.5 at ***********. The previous guest stayed from September 30-October 3 and they were totally satisfied with their stay.
  Guest paid approximately 50% of the previous guest who stayed during September 30th. This reflects reduced demand and discount for amenity like Fireplace which is currently not working and is not essential part of the stay. When the cleaners went there to clean, the temperature was in high 60s/70. To make them comfortable additional small floor heaters were provided. The unit does not have a furnace. It uses electric heat. We had electric heaters available for their stay.
  Regarding keeping them on during nighttime, it is a personal preference if they would keep the heaters on for a few hours and then use of blankets/comforters to keep them warm. Most people like little bit colder temperature for sleeping. The entire condo is heated by electric heaters. Most of the buildings on the mountain are operated like that. 
  
  We were not made aware of handicap request until after their check in. We do not advertise our condos as handicap accessible and just because someone requests a handicap accessible after booking, we have no ability to convert it into handicap accessible. We rent private condos and are not a hotel. We can only offer what we have. It is guest responsibility to ensure that they research what their needs are and book accordingly. 
  We have been renting this property for last 2 years and we always have heat, phone service and Wi-Fi. We do not provide soap, toiletries. The other items listed are incorrect. The coffee maker being broken could be replaced if they had informed us during their stay. The unit has a full working stove, microwave and the guest could use any of those to make anything warm assuming the coffee maker was broken. 
  

  Guest has been very rude in their behavior and has used very unprofessional behavior. The guests used the condo and are unwilling to pay for their stay. They have citied several reasons which are very personal to them, and we have no control over them including their health, sleep etc. We are also not sure that their lack of ability to operate some of the items led to inconvenience or they chose to exaggerate them to make a claim for their refund. Some of their claims have already turned out to be false. They initially claimed that they were senior citizens on fixed income and later on admitted they worked for a well-known university. As a policy, we do not scum to false threats and issue refunds to guests.
  
  Travel is always an adventure. To enable your travels to be better in future, please discuss your needs and do your research. You are in charge of your experience. We only assist. No one in our team will try to sell you something which is not meant for you. 

  We wish the guest good luck for their future travels. We do believe in targeting the right guests for our business and not all guests including this guest are right fit for our business. This is necessary to ensure great experience for us and the guests. 

  Customer Answer

  Date: 11/07/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  This location is not up to living standards--no heat, including fireplace not working, light bulbs burned out creating hazardous conditions to access the condo, and problems with accessing outside communication, so no wifi or access to emergency services.  Not a safe place to stay!  
  
  
  
  Regards,
  
  
  
  *** *** ******* *****

  Business Response

  Date: 11/08/2022

  We totally disagree with the guest. We have several guests stay at the property and it is very highly rated on ***********. It is very desirable and has all the features listed on the property. Please see attached. It is rated 8.5 - Very Good by *********** customers. We have hosted several delighted customers.  

  Customer Answer

  Date: 11/14/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  The letter written by the "owner/caretaker" does not dispute any of the complaints made; instead, he justifies that the no heat and the dark access were justified. No complaints were made about the cleanliness, but no one should have to stay  in a location that has no heat and is accessible by a dangerous entryway with no light.  The only responsibility he takes is that the coffee pot was broken--more than that was broken such as the tvs, the fireplace (which could have supplied warmth), and the no lit access to the condo!  I reject wholeheartedly his poor defense, which he , in essence, proves all our claims to be true! 

  I would like to add that I was just notified that the heaters this man "equipped the condo with (3) --cannot and should not be left unattended as they are fire hazards--he needs to be stopped immediately before someone is seriously  hurt or worse!  He DOES NOT inform potential guests that this is the only form of heat in that location!
  
  
  
  Regards,
  
  
  
  *** *** ******* *****

  Business Response

  Date: 11/14/2022

  Following
  items have been acknowledged with guest earlier:
  1)Property is not handicap accessible and has never been advertised as such.
  2) Fireplace was not working was listed on property description and it is not a requirement for heat. It is used for ambience only.
  3) Coffee Pot may be broken (as per guest complaint)
  

  Everything
  was disclosed upfront.

  The guest is just finding excuses to get refund which
  they do not owe. The guest has tried all kinds of tactics including threats:
  1)
  Guest wanted a refund otherwise they will put poor review and mention
  everywhere. As a policy, we do not trade bad reviews with refunds. If the guest
  is not satisfied, they can write their reviews. 
  2)
  Guest keeps finding faults with working items and reports them as non-working.
  TVs were working, Heat was available. There is no dangerous entry
  way.  
  

   We totally disagree and deny guest complaints related to heat, dangerous entryway with no light and TVs not working. 

  This guest
  is entitled to their opinion on what is dark, cold and risky but from our
  perspective and several guests who have stayed at the property, the property is well lit, warm and safe. It is used extensively during winter months by several guests, and they find it warm and cozy. Continuous use of threats to defame a reputable
  business which has several positive reviews is not ethical. Threatening
  business for bad reviews and asking money is not ethical. 

  
  Thank
  you,
  Manish