Horrible experience. They handled an unfortunate s...

Horrible experience. They handled an unfortunate situation very poorly.

My family had planned to stay from Dec. 27th through the 31st, but unfortunately what we got was stress and missed plans. We came from out of state, driving 8 hours, only to be told an hour before check in, that the cabin was without power and that we would need to find a hotel. This would have been understandable, if it weren't for the fact that we were told the cabin had been without power for multiple days prior to us arriving. On top of that, it was during the busiest season, so many hotels were fully booked. We had a difficult time finding a hotel that could accommodate our family.

We were told that we would receive a call the next day before 2pm, letting us know if the cabin had power or not, and if we would be able to use the cabin for the rest of the nights that we had booked.

By 3pm, my family had decided it was best to book another night in our hotel, since it was almost fully booked and we were not going to gamble on whether or not the cabin would have power yet. By about 4pm, we decided that they were no longer running late to call us, rather they were not going to call at all, so we decided to call them. They informed us that the cabin had power and that we would not be refunded for the night, even though it was already late. They expected us to wait around the area without a plan of a place to stay until 4pm? What if the power had not come on? That unreasonable. Needless to say, we left the area early and received reimbursement through the credit company. We never stepped foot inside the cabin.

I understand that power outages are not something that a company can control, but notifying your customers within a timely manner and notifying them before other plans need to be made seems to be a no brainer, especially in the winter.

After reading other reviews about the company not providing them refunds for the nights that the power was out, I can confidently say that I will not be using this company again. A service was paid for, which you were not able to provide, which means a refund should be given.