Frost Management Reviews (%countItem)
Frost Management Rating
Address: 246 Lee Way, Donnelly, Idaho, United States, 83615-5053
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Address: 246 Lee Way, Donnelly, Idaho, United States, 83615-5053
Phone: |
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Web: |
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Add contact information for Frost Management
We booked to have our wedding in May but due to COVID-19, my autoimmune disorder, and our military parents unable to travel due to travel bans we have had to indefinitely postpone. Our boo*** was originally for 15 guests and then additional fees to have other guests on the property for the wedding. As soon as I knew we were postponing I got ahold of Frost Cabins to explain the situation. They informed me there were NO refunds and to see if I could purchase vacation insurance. We prepaid several months in advance to reserve our date and I’m assuming they knew full well we would not be able to get insurance after the fact. ONLY because of a global pandemic are we needing to postpone indefinitely, something insurance wouldn’t even cover anyway. Now, less than 3 weeks from the date, they still REFUSE to refund for a service that cannot and will not be provided. I can’t be the only person this is happening to and it is not acceptable.
When *** made her reservation, she agreed to our "no refunds" policy. Due to Covid-19, she is unable to stay during the time she reserved. We have offered her credit towards future travel at any of our properties.
Complaint: ***
I am rejecting this response because:Our reservation was made for 15 people and and addition 150+ people to reserve and hold our wedding. While a blanket “no refunds” statement is placed on the website, we did not sign any documentation that was supposed to be sent to us one month prior to event. Due to medical risk for myself and guests, we will not be able or willing to gather in a large group in the next year. Legally, our reservation cannot be held for the time it was made as it violates Idaho’s stay home order and Stage 1 and 2 of reopening. We request a refund to the card on file.
Sincerely
We rented a cabin for April 10-12. It was cancelled due to COVID19 and Frost Property has refused to refund my payment of 730.60. I have emailed, texted and phones them in regards to a refund. I was told that they would issue a credit that I could use with in the year. I have tried to resolve this both with the company and VBRO whom I booked the property thru. I tried to be put on the calendar for a later time with the same cabin and I was then informed about a price difference. I should not have to pay and increase in price or any other fees due to the cancellation being out of my hands. I feel that I have done everything in my power to cooperate with this company to then be told there would be other fees involved.
VBRO case #
contacted us to request a refund on a booking she had made at a vacation rental with a 3rd party that specifically had a "no refunds" policy. When she was informed that it was company policy to offer a credit to use at any of our properties over the next 12 months, she refused to accept that response and hung up. She was treated with dignity and respect. We understand that *** is frustrated and confused during this world-wide pandemic, as is nearly everyone. *** changed her reservation dates to a time in 2021, then updated her reservation to a time in 2020, and has not been charged any additional fees. We look forward to hosting *** and her family and will do our best to make her stay excellent.
Complaint: ***
I am rejecting this response because:
I didn't not choose to cancel this stay, it was forced due to Government stay at home order. I tried to work with this company and VBRO whom I booked this stay through. This stay ended up being cancelled through the Property Management according to the Email I received. Once the email was received I notified them about my refund and was told that I would not be getting one. After finally contacting VBRO a third time about this company refusal to comply with the letter they sent on my behalf, I decided to try and reschedule. At this point I was told that there would be a price difference in the year the from date reschedule. I feel that I should is not Thishave to pay any additional increases in the process of trying to reschedule my stay with the credit that I have due to refusalthat is when I then contacted Revdex.com about this. This company has not been pleasant to deal with. Every time I have called they have been rude and I have not been treated with of any kindrespect as this has all been out of my control. I have asked multiple times to speak to the owner Jonathan about this issue I have yet to hear anything from him although they keep telling me that they will let him know and have him call me back. We didn't want to cancel our trip it was not or choice, the government shut down was the cause. we did end up rescheduling for this may to then find out that the county is now under their own shut down through the date that we have rescheduled this date has to be not re cancelled I still won't receive my refund I'm going to have to end up rescheduling and possibly incurring additional charges. I really want to be done with this company and the stress that all of this is causing.
Sincerely
These are unfortunate times for everyone.
There is nothing more we can offer ***. We encourage *** to complain to President Trump, State elected officials, including Governor L and the Valley County Commissioners, who took the liberty to expand upon the governor's edict and extend it, which has had a significant and negative impact on *** and our small business.
To date, we have laid off all our employees, which has had a negative impact on them and their families. You might think that they are fine, but many were single parents living paycheck to paycheck. They are eligible for unemployment, sure, but none of them have received a penny yet, so we're doing our best to help them. We have absolutely no income but bills continue to pile up and money continues to be shoveled out the window. The government says they are helping, and you might think small businesses are being bailed out and are just rolling around in cash, but we have applied for every program we are eligible for, and haven't even heard anything back from anyone yet.
To make matters worse for us, who knows if the Valley County Commissioners will extend their ban on vacation rentals even further?
We are sure *** has a lot of problems as well, everyone seems to, especially during these trying times. *** is welcome to continue this dialogue, but there really is nothing more we can do beyond what we have done. At this point, since *** has filed a complaint with her credit card company... the ball is in her court. The investigation will likely take a few months for them to complete. If she wins that investigation, her credit card company will give her her money back. If she looses, then we'll abide by our policy and her credit will be good until April of 2021.
Great experience!
I made a reservation for a cabin in Donnelly with another company, but when I showed up, another group was at the home and I found out my family had no where to stay for my parent's wedding anniversary celebration. I couldn't get ahold of anyone at the company I made my reservation through, so, late in the evening on a Friday night, we started calling property managers and these guys were the only company to pick up the phone. John was very friendly, met us at his office (after hours) and he found us an amazing place to stay inside Tamarack. He gave us recommendations on things to do and places to go and was very helpful throughout our entire stay whenever we had questions.
I'm happy to recommend them!