ComplaintsforThe Vineyards of Fredericksburg RV Park

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 24 2022 for August 6th arrival I decided to book a trip to the Vineyards Contessa Glamping Wagons in Fredericksburg. TX. Within 3 days I found another place I liked even better. So I called to cancel the reservation and I spoke to *** at the Vineyards and asked to cancel my reservation. I gave her my info and card # and she said she would cancel it for me. Ok everything good. So I got a txt while I I was on vacation from ***** the Superhost she was wondering about why I did not show up to the Wagons on the scheduled day. Well I thought that was strange cause I cancelled it. Ok I got back with the Vineyards and they told me that they knew nothing about a closure that was cancelled or a credit??? So I got on the website and tried to explain everything and they.listened and I kept getting a run around from them and I talked to them for about a week and nobody acted that they believed me. But nobody ever suggested a credit to my card where I could use it on another Airbnb of theirs or just a refund I would have been happy either way! I called the Airbnb # from Cal. 4158005959Ca. no good: I looked at the website and it never reveled how to cancel a reservation. By that time I was txting ***** the Superhost and I never got anywhere with her at all in txting. So I said to her many times I did speak to someone who told me she would give me a credit and nothing has happened and I kept txting her and no answer to my txts. Finally I found a # ************ for Susy the Super host and called it and I told her it was ******************* and asked how can we resolve this issue and she started yelling at me saying " Don't u ever call this # or me again" and screamed and hung up thephone Let the Airbnb handle this and hung up." She was upset and I could not understand why? She should have solved this issue for me!! So I never got an answer from her or a credit to my account. Thanks again for ur help BBB!!

  Business response

  08/11/2022

  This AirBNB reservation was originally to begin on 8/6/2021, for two nights. After I noticed that ******* did not make it in on the night of 8/6/21, I messaged her on AirBNB on 8/7/2021 (all of our correspondence previously when setting up the reservation had been through AirBNB) telling her " I noticed you did not make it in last night, are you still coming?" To which I received no response.  She did not contact/call our park until 8/24/2021. When she called, she said she had forgotten her reservation and that's why she hadn't called us until then. As I explained to her, if she had responded back on 8/7/2021 when I messaged her - I would've refunded the other unused night because at that point I could've still rented her wagon. But because she didn't show up and did not contact us, her unit was booked the whole weekend and refunding her would mean that we were out money. I would have held credit for her to return, however, based on her hostility towards me - I chose to not make that offer. She called a month later, on 9/27/2021 asking again for her refund, to which I explained that we cannot do that for a past reservation; her unit was booked and we could not rent it to anyone else because of that. AirBNB has been involved and agreed with us, that she was not to receive refund because she did not contact/notify us at least 24 hours before the reservation start date (we have a very flexible cancellation policy, and she was aware of that at time of booking). She never called the park beforehand to cancel; no one has ever worked here named "***". We have one person that runs the AirBNB, so all other employees are not allowed to coordinate with AirBNB reservations - so it's just not true. I think it is completely unfair to report us to the BBB more than a year later because she forgot to cancel and is unhappy that there are policies in place. Everyone makes mistakes, sometimes we forget, but it was the way that she had approached us to resolve it that determined the outcome. Thank you.

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