Big Bear Cool Cabins

I am rejecting this response because they did not notify me of any cancellation policy when I had originally called on 12/They did not present the required rental agreement until After the time of booking which is required to complete the bookingI did not agree with the rental agreement, so I did not sign it and thus cancelled my bookingThere was no way for me to know what was stated in the rental agreement prior to booking because it was only after I booked that it was provided to me through email They also never sent a follemail confirming my cancellation or what steps would occur next (rebook, voucher etc.)If I had not been vigilant and checked my bank statements I would not be aware they charged me (instead of cancelling my purchase) nor would I be informed I had a voucher to use within a month period I feel that their lack of communication is a way to scam the customer into paying without aiding them in the rebooking process by not even making the customer aware I still have not received any communication regarding rebooking nor have a received the promised voucher I have looked at customer reviews online and almost all the complaints made by previous customers are the same as mineIt seems that they have a habit of negative business practices that hurt the customer and do not have regard for good customer serviceI would like to request a a full refund and cease business with Cool Cabins.Thank you again,

Initial Business Response / [redacted] (1000, 5, 2016/02/25) */ Thank you for alerting us to this situation, we offer our sincerest apologies for not having the ability to address these maintenance concerns quicker for the guestAfter researching our records from this stay, I do see that there was a report made after hours, the guest reported windows not locking and hot water had run out after the first showerIt is policy to send maintenance to address non-emergency reports such as this, the next morningI understand the guest may have had expectations about what time our maintenance crew would arrive, however, they are required to service the work orders in the order they were receivedThe time frame this guest stayed is the busiest season of the year, which could explain the delayThis reservation in specific was booked in office as a last minute, walk in reservation late in the eveningThe guest did select this cabin from the available cabins and agreed to the total amount charged, unfortunately I cannot comment on the issue about pricingI have taken the time to email the guest directly regarding this situation as wellAgain, I offer our sincerest apologies and hope we can improve in these areas to improve guest satisfaction in the futureThank you kindly

In response to the guest latest notice I want to still say we are very sorry that the guest feels that they do not have to abide by the standard cancel policy that they agreed to when booking the reservationThey did agree to the cancellation policy when they bookedThey were sent the guest web services email after they booked and they did log in a view the contract on 12/27/at 6:pmWe do strive to provide excellent services to our guestsAt this point this has become a he said she said situationI have authorized a policy override and have left a message for the guest directly to adviseI am hopeful that this case can now be closedThank you!

Big Bear Cool Cabins is very sorry and apologetic to this guest and wish that the time frame of communication and the short length of stay allowed us to do more to fix the issues she experiencedThe guest booked the morning of her requested arrival date and checked in shortly after for a night
stayLater that evening the guest did indeed email one of our reservationists with the complaint about the insects as well as a television not working in one of the roomsThat email was sent by the guest after office hours directly to a reservationist that unfortunately was not in the office that evening or the next dayAll guests are provided contact information for any assistance that they may need during their stay which includes an office phone number which will ring a live representative until 11pm every nightHad the guest called us that night, we most definitely could have addressed the issues and resolved the problemIn an effort to be sure we have not missed a communication, we have searched our records for the contact mentioned and found only the above mentioned email and a text message only stating they had checked outOnce notified of the complaint we immediately dispatched our maintenance department to do an inspection of the houseUnfortunately this was after the guest had already checked outThe house, being so close to the lake, is more likely to experience insects which can be an annoying occurrence of nature and we do sincerely apologize for thatHowever, we have found no evidence of any roaches or termites, just gnatsAs for the televisions, they are all workingThere is one of one in one of the bedrooms that is set up for DVD play onlyGuest satisfaction is very important to us and we take these issues very seriouslyAgain, we are very sorry for the guests experience with their recent stay and have offered the guest a future discount in the hopes to make it up to them

I am rejecting this response because they did not notify me of any cancellation policy when I had originally called on 12/28. They did not present the required rental agreement until After the time of booking which is required to complete the booking. I did not agree with the rental agreement, so I did not sign it and thus cancelled my booking. There was no way for me to know what was stated in the rental agreement prior to booking because it was only after I booked that it was provided to me through email.  They also never sent a follow-up email confirming my cancellation or what steps would occur next (rebook, voucher etc.). If I had not been vigilant and checked my bank statements I would not be aware they charged me (instead of cancelling my purchase) nor would I be informed I had a voucher to use within a 6 month period.  I feel that their lack of communication is a way to scam the customer into paying without aiding them in the rebooking process by not even making the customer aware.  I still have not received any communication regarding rebooking nor have a received the promised voucher.  I have looked at customer reviews online and almost all the complaints made by previous customers are the same as mine. It seems that they have a habit of negative business practices that hurt the customer and do not have regard for good customer service. I would like to request a a full refund and cease business with Cool Cabins.Thank you again,

Initial Business Response /* (1000, 5, 2016/01/20) */
I am very sorry that the guest is not satisfied with the resolution on this reservation that she had booked on 12/18/2015 for an arrival date of 9/2/2016. She did book this reservation through our online booking system and in order to process...

the reservation the guest must agree to the terms and conditions of the reservation. Our cancellation policy is very clear and the guest must agree to it by checking the box in order to proceed to the check out process. The policy that the guest agreed to reads as follows:
"Rental Agreement
Thank you for choosing Cool Cabins! At booking, the credit card is charged approximately 50% of total and balance charged 14 days prior to check in. Please call if you want the balance charged earlier. Reservations are non-refundable except when cancelled at least 30 days before the stay in which case there is a cancellation fee of $75 or 10%, whichever is greater. If cancellation is within 30 days from your arrival date and property is re-booked, a rain check will be issued valid for 6 months. Some properties do have minimum stay requirements in which case you will be contacted to add nights or the reservation may be cancelled. After completing your reservation, you will receive a rental contract to complete and return back to Big Bear Cool Cabins within 24 - 48 hours. We will then email over confirmation and directions. We look forward to your stay with us!"
I fully understand the guests concerns and have already refunded the guest less the 10% cancellation fee. That being said these are privately owned vacation rental properties and owners do have the right to remove from our program at any time. Many are for sale and have been on the market for years and will remain on the program. Many change owners and remain on the program with new owners for many years to come.
Again, I am very sorry the guest is not happy with our cancellation policy. This is policy in a standard policy for all reservation of which she agreed to when making the reservation.
Thank you!
Initial Consumer Rebuttal /* (3000, 7, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I must again emphasize that it was not disclosed to me at the time of rental that this rental cabin is for sale and should it be sold prior to the dates we need the rental, we will be put in a cabin not of our choosing in an area that could be too far away from the wedding venue which is located near the rental property. I would understand keeping the cancellation fee if I just decided I didn't want the property, but I don't want the property as BBCC can't guarantee another cabin in that same development of Meadowbrook. BBCC admitting that they have many rental cabins that are for sale and have been on the market for years does little to resolve my dilemma that this particular cabin could sell and no longer be available without a suitable substitute when I need it. Due to BBCC not being forthright in disclosing the status of the cabin, and potentially putting us in a cabin that won't fit our needs, I want all my funds returned. They are breaching their contract by not offering and guaranteeing the product I was paying for.
Final Business Response /* (4000, 9, 2016/01/28) */
I am very sorry that the guest does not feel the responsibility to abide by the terms and conditions that she agreed to when making this reservation. That being said I have refunded the cancel fee and her reservation is now refunded in full. Please consider this case closed.

Initial Business Response /* (1000, 5, 2016/02/25) */
Thank you for alerting us to this situation, we offer our sincerest apologies for not having the ability to address these maintenance concerns quicker for the guest. After researching our records from this stay, I do see that there was a report...

made after hours, the guest reported windows not locking and hot water had run out after the first shower. It is policy to send maintenance to address non-emergency reports such as this, the next morning. I understand the guest may have had expectations about what time our maintenance crew would arrive, however, they are required to service the work orders in the order they were received. The time frame this guest stayed is the busiest season of the year, which could explain the delay. This reservation in specific was booked in office as a last minute, walk in reservation late in the evening. The guest did select this cabin from the available cabins and agreed to the total amount charged, unfortunately I cannot comment on the issue about pricing. I have taken the time to email the guest directly regarding this situation as well. Again, I offer our sincerest apologies and hope we can improve in these areas to improve guest satisfaction in the future. Thank you kindly.