Guest User
February 10, 2024
We’ve stayed here before, a year ago, and had a wonderful experience. Very friendly and helpful. This year was definitely a disappoin**ent in comparison. Through circumstances beyond everyone’s control our large family trip was moved and everyone relocated. There were several discrepancies in what we were initially told, the email receipt we received, and the website. We contacted them hoping we could at least get a partial refund, but several things on the website indicated we should have been able to get a full refund. They refused based on what we were initially told. I reviewed the receipt and sent screenshots of their website and they still refused even a partial refund. We considered just giving up our prepaid amount but couldn’t afford the trip at all with my family if we did that. We ultimately stayed, so we could still spend some time with my family, but had to drive two hours every day to be where all of them relocated. My son checked the website and every page I took a screenshot and sent them showing the refund discrepancies had been changed. We were very disappointed. Obviously they recognized there were issues once we complained and changed everything. This looks like an admission that we were right and everything was confusing and not clearly advertised. We were very disappointed with this poor customer service. Any small compromise or attempt to work with us given their flawed advertising and how it was affecting our family trip would have gone a long way. The rooms were clean and had some obvious updates since our last visit. Their cleaning policies are pretty intense but at least they are very clear and leave no room for doubt. We were very cautious to leave everything clean to avoid additional fees. Weather happens and it has an impact, but most of the surrounding lodging offerings have a plan for that - partial refunds, etc. The rooms were clean. The man was polite when we checked in later in the evening. We will not ever give them our business again, unfortunately, because they could have helped us a little “at the owners’ discretion” as their site says. They chose to argue the points on their site, then admitted their fault by immediately changing the points we addressed. Having worked in customer service industries for 25 years we know how this could have gone much better. My family has spent vacations in the area for the last five generations, over 50 years, and plan to continue the tradition. We would have been return customers often if we hadn’t had such a frustrating experience. Unfortunately none of our expanding group will ever patronize them again. Given how our family trip changed, this ended up being the worst possible location.