Harvest Moon Cottages

Revdex.com: I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meI do agree that the cottage, in appearance, was what we bookedThe Harvest Moon Cottage is responsible for making ALL guests feel like they are the first ones to stay in their cottages, but it seems like I couldn't make them understand that this cottage was far from making you feel like you could stay there As a business owner myself I know you can't say one thing and take it upon yourself to do anotherAlso they made no attempt to resolve the issue of the bad mildew smell while we were there, if they would of at least met with us to see if anything could of been done I might of considered the charge for the one night but they did not and probably won't do anything to resolve this as long as people prepay and there is a no refund policyBad Business Practice!

I am rejecting this response because: As she stated in her response at some point they changed their minds on the original conversation to forgo any penalties and charge only $This is why I filed a complaint with Revdex.com they told me one thing and hours later did anotherThey can say whatever they want about what causes the odor in this cottageInstead of talking about what causes it, fix the problem or notify people that this cottage stinks as they notify people about the rough terrain around there other cottages We chose the Peace Pipe because of its location and was prepared to stay there for days, other than the mildew the cottage was what we wantedWe was offered another option called the Overlook but was told it wasn't clean and would take 2-hours to clean, the location was on a cliff and it was floors and the Peace Pipe was floorI called her back from that cottage and told her we did not want to stay in this cottage because it would take to long to clean and the hot tub was not workingAt that point she said she would refund our $888.46- the $processing feeWithout my knowledge and after our conversation they decided to charge me for a night that was spent traveling home because I couldn't stay in those conditions, not my ideal vacation

[redacted] reserved the Peacepipe for her five night stay (8/23-27) during the first week of August The Peacepipe is a lovely cabin in the woods, and as such, does develop a slightly musty smell during summer months when the windows are closed and the AC is run continually There were guests in the cabin for of the last days None of these guests found the smell overwhelming enough to warrant leaving the cottage Our cancellation policy, which is part of our confirmation email and was sent to ***, states the following: Cancellation Policy: All cancellations will be charged a $processing fee There is a 25% cancellation fee if a reservation is cancelled within days of arrival Any cancellations within days (days for the lodge) of arrival receive NO Deposit RefundAs ***'s decision to leave was clearly within the day window, we were within our rights to issue no refund at all However, I hoped to avoid that course of action It is true that during our original conversation I said we would forgo any penalties other than the $cancellation fee It is NOT true that [redacted] was offered no other option besides opening windows and using the dehumidifier She was offered another cabin on our property for the duration of her scheduled stay She declined.Please note that once a cabin is reserved...much like a condo at the beach or any other vacation rental, we often turn other interested parties away After discussing the matter with my business partner, we determined that a fair compromise would be to refund all but the one night ($209.05) for the evening she arrived, which we could not possibly rebook, and open the rest of the week up to further reservations We feel this is a fair resolution

Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I do agree that the cottage, in appearance, was what we booked. The Harvest Moon Cottage is responsible for making ALL guests feel like they are the first ones to stay in their cottages, but it seems like I couldn't make them understand that this cottage was far from making you feel like you could stay there.  As a business owner myself I know you can't say one thing and take it upon yourself to do another. Also they made no attempt  to resolve the issue of the bad  mildew smell while we were there, if they would of at least met with us to see if anything could of been done I might of considered the charge for the one night but they did not and probably won't do anything to resolve this as long as people prepay and there is a no refund policy. Bad Business Practice!

I am rejecting this response because:  As she stated in her response at some point they changed their minds on the original conversation to forgo any penalties and charge only $25.00. This is why I filed a complaint with Revdex.com they told me one thing and hours later did another. They can say whatever they want about what causes the odor in this cottage. Instead of talking about what causes it, fix the problem or notify people that this cottage stinks as they notify people about the rough terrain around there other cottages.  We chose the Peace Pipe because of its location and was prepared to stay there for 5 days, other than the mildew the cottage was what we wanted. We was offered another option called the Overlook but was told it wasn't clean and would take 2-4 hours to clean, the location was on a cliff and it was 2 floors and the Peace Pipe was 1 floor. I called her back from that cottage and told her we did not want to stay in this cottage because it would take to long to clean and the hot tub was not working. At that point she said she would refund our $888.46- the $25.00 processing fee. Without my knowledge and after our conversation they decided to charge me for a night that was spent traveling home because I couldn't stay in those conditions, not my ideal vacation.

[redacted] reserved the Peacepipe for her five night stay (8/23-27) during the first week of August.  The Peacepipe is a lovely cabin in the woods, and as such, does develop a slightly musty smell during summer months when the windows are closed and the AC is run continually.  There were guests...

in the cabin for 28 of the last 30 days.  None of these guests found the smell overwhelming enough to warrant leaving the cottage.  Our cancellation policy, which is part of our confirmation email and was sent to [redacted], states the following: 
Cancellation Policy:  All cancellations will be charged a $25 processing fee. 
There is a 25% cancellation fee if a reservation is cancelled within 21 days of
arrival.  Any cancellations within 7 days (21 days for the lodge) of
arrival receive NO Deposit Refund. As [redacted]'s decision to leave was clearly within the 7 day window, we were within our rights to issue no refund at all.  However, I hoped to avoid that course of action.  It is true that during our original conversation I said we would forgo any penalties other than the $25 cancellation fee.  It is NOT true that [redacted] was offered no other option besides opening windows and using the dehumidifier.  She was offered another cabin on our property for the duration of her scheduled stay.  She declined.Please note that once a cabin is reserved...much like a condo at the beach or any other vacation rental, we often turn other interested parties away.  After discussing the matter with my business partner, we determined that a fair compromise would be to refund all but the one night ($209.05) for the evening she arrived, which we could not possibly rebook, and open the rest of the week up to further reservations. 
We feel this is a fair resolution.