Woodland Ridge Cabins & Lodges

Once again, I did apologize for someone not being there, but it does happen sometimesWe don't claim to be perfectWe try to honor all of our walkthroughs.However, we don't charge for walkthroughs...she never paid anything for it and we gave her access to the property against our procedure, to save here a tripLike I said before, she seemed fine with it and we never heard anything back from her until she emailed about cancellation.The Cancellation Fee has nothing to do with free walkthroughsThe Lodge is often reserved without walkthroughsThe Cancellation Fee is for all cancellations of reservations of our two biggest lodges It's very clear in the policy, as previously stated.For the record, it sometimes takes a week or two to process refunds, but we have issued the refund back to her card today, minus the $Cancellation Fee, which was originally agreed to.Thanks,Rob

Hi ***,I'm so sorry for the late response to your situation! I had discussed it with our management and owner here and it was being considered, but everyone got busy again and there wasn't a definite offer until nowI re-read your message again we talked it overWe understand it would have been very frustrating to have had issues with these things when preparing for your wedding!We've been working to improve the communications part of the problem...we now have cell phones that we monitor on weekends and will soon even have a direct emergency line to our maintenance departmentThis will greatly improve the time-lapse that was a factor in your situation.We really appreciate your patient outreach to us and want to make it right!We spoke with the owner of the lodge and he said he would be willing to refund 1/the cost of your stay ($2,260.00) for the inconvenience.In addition, our manager said that he'd like to offer you and your husband a free weekend stay at one our couples' cabinsWe'd love to have the opportunity make your next stay a better memory!If you'd like to contact us, our number is (740) 385- and our email is [email protected] again for your incredible patience in this!Rob

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me

Hi ***,I just wanted to let you know that we have read your complaint and will be talking it over with the owner and manager to see what we can do to for you.I feel bad that the original complaints were never responded to! Your correspondence came up in discussion, then got waylaid with other
business, which is not an excuse, but I think that's what happenedRegardless, it should have been responded to long ago and for that, please accept our sincerest apologiesWe're working on ways to get responses out more efficiently here, so this type of situation doesn't repeat itself.Because of the Thanksgiving holiday, our manager is away, but he'll be back next week and we will seek to find a resolution for you.Thanks for your patience!Rob

I'm Rob and I'm the one who took the call I apologized in the response email for someone not being there for the walkthrough, which is something we occasionally let guest do at no charge to themWhen a reservation is made online for our biggest lodges, which she had done, our policies state
that there will be a full refund, if cancelled, except for a $Cancellation FeeThat fee has nothing to do with walkthroughs or the lack of any walkthroughs.I had sent info to one of our staff for the walkthrough, but an honest oversight was made and he otherwise was obligated. I asked if it was ok to give the guest the Lockbox Code for both buildings on site and she said we couldShe even said that she wouldn't need the lockbox code for the Bunkhouse, as she could look through the window and see it, but I let her have the code anywayThat is not something we routinely do, as we normally don't know who you're dealing withThere didn't seem to be a problem with that at the timeIt isn't true that I couldn't answer any questions...I wasn't sure about a parking question, so I asked if she'd call back the next day and I'd find outShe never called back, to my knowledgeOur property is beautiful and extremely popular, with many guests booking for subsequent yearsIt speaks for itself and we post many photos and a virtual tour onlineWe don't guarantee walkthroughs and are considering charging a fee in the future, as it can be a scheduling problem for our cleaners Although it was not our intention to miss the walkthrough, we went above and beyond practice to let her tour it without our oversight so she wouldn't have to waste a tripTo say that I "passed the buck" is offensive and untrueI said we'd gladly refund her reservation, minus the $Cancellation Fee, in a timely manner, and that is what we'll do. To see our reservation policies, they can be seen here: http://www.woodlandridgecabins.com/pdf/THEWESTERNLodgePolicy.pdf

I am rejecting this response because: The company acted completely unprofessional. I had emailed this gentleman several times previously to scheduling the walk through asking questions. All answers were vague. The website is vague and does not provide any details regarding a wedding and the policies / procedures involved with a wedding at that location. Rather, it looks misleading making one think that weddings can occur at any of the lodges. The pavilion is technically just for one of the lodges. I had multiple questions regarding pricing, parking concerns, tables/chairs etc. However, when Rob was unable to answer my question about parking, it seemed futile. The conversation on the phone with him consisted of a lot of "umms, I'm not sure, well they have weddings there before..." comments. His reaction on the phone made it seem as if he has never actually been to the facilities this company owns or is familiar with common questions one might ask.  I believe saying that he "passed the buck" is entirely fair since he could not account for why someone missed a scheduled appointment or his comment stating to call back to speak with someone that may know the next day. If not taking responsibilities for a mistake but telling a potential client to call someone else is not "passing the buck" then what is? Rather than just take responsibility for the apparent lack of communication, there were plenty of "ummms" "wells" and finally a statement of "well I have the date and time that I sent the message to the guy."  There were no offers to stop by the main office that day to see about having any questions resolved.  I  had to take a day off of work as did my fiance. I have to elderly parents that had accompanied me on this trip that was specifically made to see this place. We had no other plans to see any other sites. The reason I accepted the code (with hesitation) was because Rob offered it multiple times and I did not want the 2.5 hour drive to be a complete waste. With regards to the email today, a representative for a company should not tell a potential client that meetings are forgotten because "that happens in the real world." That comment is what caused me to file the complaint. A statement like that shows complete unprofessionalism and makes me feel (as a client) that the employees do not value their position or respect the company they have been hired to represent. I highly recommend this company update its policy and also have clearer statements regarding hosting weddings. For example, the policy states no parties or loud music. Upon reading that, I emailed Rob asking if weddings can in fact be there since the policy clearly states that, Rob responded that weddings are an exception.  The wedding portion of the policy does not provide details. What does the $850 fee go towards? Is it a blanket fee or are tables, chairs, etc included with this extra fee. While this company feels that it does not need to waive the $150 fee, I will continue to post my reviews/negative experience to sites regarding/advertising this company.

Once again, I did apologize for someone not being there, but it does happen sometimes. We don't claim to be perfect. We try to honor all of our walkthroughs.However, we don't charge for walkthroughs...she never paid anything for it and we gave her access to the property against our normal procedure, to save here a trip. Like I said before, she seemed fine with it and we never heard anything back from her until she emailed about cancellation.The Cancellation Fee has nothing to do with free walkthroughs. The Lodge is often reserved without walkthroughs. The Cancellation Fee is for all cancellations of reservations of our two biggest lodges.  It's very clear in the policy, as previously stated.For the record, it sometimes takes a week or two to process refunds, but we have issued the refund back to her card today, minus the $150 Cancellation Fee, which was originally agreed to.Thanks,Rob

I am only rejecting this because the email from the Revdex.com said that I had 10 days (which is today) to respond to their email so I could not wait any longer for a response.  I know that they said that management was out of town last week , but I have still not heard back from them.