Complaints

• Initial Complaint

  07/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - First off, we couldn't check in until 5:30pm when check in time was suppose to be 3pm.- When asked to check in, we were told that someone had thrown up and they were trying to get it cleaned up.- After finally being able to check in late that afternoon we were able to stay that night.- The next morning my 3 year old niece, 36 year old son, 38 year old friend all woke up very sick and had tested positive for covid - I reached out to the lodge multiple times and was told that they would talk to the owner and return my phone call the next day.- I never received any phone call or communication after this and have been basically left hanging without any type of resolution. - The lodge finally sent a text after letting them know that we would move forward with filing a complaint due to the lack of communication that they would communicate with the other business owner and see if we were able to be refunded due to the inconvenience and lack of cleanliness. - We have still yet to hear back on a resolution from the lodge and its now coming up on roughly 3 weeks since our stay,

  Business response

  08/01/2022

  The customer is correct, they were delayed from getting into their unit because a three year old had eaten too much candy and threw up. We stripped the entire unit and had four people cleaning it so that the guest could get in with a sanitized unit. As everyone already knows, covid has an incubation period of about four days. They did not catch covid from entering the cabin in one day. None of our cleaning staff is sick. None of the office staff is sick. This is something they picked up prior to coming up here. They did not contact us while they were here to complain about anything. They only contacted us a week later to tell us that they have covid and that they got it because they stayed here. Now they are demanding their money back after the stay and the owners are not willing to do that. We have roughly one guest every two weeks who try to get free stays for one reason or another. Never while they are here, only after they have left staying their full time without saying anything. We do have guests who come up and after one night they do not like the bugs, the animals in the forest, too hot, or too cold and they leave. Those people we do refund their money as we understand that some people are not used to nature or the elevation. We do not refund people who stay the entire time of their reservation and complain after they have left. I hope that I have answered this correctly and am happy to provide additional details if needed. 

  Thank you, 

  ***********************. 

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