Complaints

• Initial Complaint

  03/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  During the evening of 03/11/2022, I reserved a cabin for 03/12 and 03/13 by paying a $25 deposit online. I paid the remaining $350.02 online the next day. After driving nearly 5 hours to the cabin, arrived to find the electricity was off on a very cold and windy night. It took an hour to reach the cabin’s owner by email (since she did not answer my calls or texts). She emailed back that she would look into it. I emailed back saying we would run into the local town for supplies so please let us know ASAP so we can make the long drive back home if the electricity was going to be off for an extended period. She emailed about a half hour later stating “AEP states that power will be back on by 11 o’clock tonight… Have a safe journey home… I will refund your money as soon as I have electricity” She eventually refunded the $350.02 back to the card, but not the original $25, even though she previously stated, “I will refund your money as soon as I have electricity” When pressed about this in a follow up email, she replied, “Please refer to the online agreement...The $25 is non-refundable.” I am not sure why she is keeping the $25 when she is the one that told us to have a safe journey home, implying that she was canceling our stay, and stating that she would provide a refund. Also, I will not swear to it, but I don’t remember signing any online agreement, and I certainly cannot find a copy of one as she states in her email. Apparently she feels entitled to compensation even though she was not able to provide a safe rental cabin.

  Business response

  03/21/2022

  We have been here for over 15 years… And this is the only complaint we have ever received with the Better Business Bureau…And we did absolutely nothing wrong. The $25 is nonrefundable. It states it very clearly in the agreement made online when making your reservation. I’d strongly advise any individual who made the effort to do this to start reading before they start giving their credit card information… you did receive a refund of over $350. and by the agreement made online we did not even have to do that. But I do have a conscience.

  Business response

  03/21/2022

  Here's a screenshot of what is required when reservation is made...again...I advise you to READ.

  Customer response

  03/21/2022

  I have reviewed the response offer 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. Although the provided screenshot does state that the $25 is non-refundable, the owner did not provide proof that I signed said agreement. Also, said agreement does not state that the owner’s are not responsible for power failures as it states for other items such as the hot tub not working or adverse road conditions. I find it amazing that they expect their guests to stay in their mountain cabin when it is 27 degrees outside with 20-30MPH winds blowing through the cracks in their leaky doors and windows, without providing electricity. I will look into whether there are any legal requirements for innkeepers to provide electricity. More importantly, I will leave reviews to let others know of the owner’s snarky, unprofessional response.  Regards, ******* *******

*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. ↩