ComplaintsforBuffalo Lodging Company

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/9 at 3:30 I pulled up pet friendly cabins in Ohio. Please see "website Banner" popped up for Buffalo Cabins and Lodges. I keyed in the dates (12/22-12/25) I was looking for and browsed the available cabins. Moonlit Trails was a fit for that timeframe and within the instructions included the pet statement "Pet Supplies Statement". I attempted to book the cabin based on those observations. Discover blocked the transaction. I would need to call them to authorize I assumed. I received the email from Buffalo stating "Declined Payment" and they instructed me to call them to set up payment arrangements. I went home that night and spoke to my husband that I would need to call Discover to let them process the transaction and showed him the cabin. He notices the "No Pets" statement somewhere in the details. 10/10 at 6:28am Buffalo reran my card before they were open for me to call "Processed Payment". I called them at 8:19am and received no answer. I left a message and asked them to return the call. I then followed up with an email "Cancel Notification". They eventually emailed me back stating that since they already charged it I would have to file an insurance claim with the travel insurance I purchased. The insurance company could refund me but would not get the $142.37 I paid for the insurance and their website states since I am cancelling there will be an additional $75 cancellation fee as well. I have called the insurance company as well who was unsuccessful in finding that policy and have spent hours on the phone. I do not feel I should be out $218 due to the misleading website and my prompt response once we realized. This place was literally booked for an hour and they refuse to budge.

  Business response

  10/11/2023

  The property is clearly marked as not pet friendly but the guest booked anyway. Our system sends auto emails out regarding a declined charge but also attempts to charge again, and was successful on the second attempt. Because the guest booked with trip insurance, it is our policy to direct them to the insurance company after cancelling. Since this guest was also outside of the 60 day cancellation window we were able to refund her, Les the cost of the trip insurance, and a $75 cancellation fee, which is also explained in our policies. The trip insurance and fee are not refundable.

  Customer response

  10/11/2023

  
  I am rejecting this response because: It is NOT clearly marked and I provided multiple examples.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Description: Constituent had booked a cabin through Buckeye lodging. She had cancelled it within 24hrs. They received an email stating they will not refund the deposit of $1350.00. She reached out the Buckeye lodging right after and they told her that that based on their policy that if its within 60 days of the rental they will not release the original deposit if it does not re-rent. Constituent is concerned on how she would know if it rented out or not for her to get her policy. She believes she should get her deposit for cancelling within 24 hrs on renting. She is fine with paying the cancellation fee of $75.00

  Business response

  06/16/2022

  Our cancellation policy is as follows (and is visible on all correspondence and web pages of each cabin): Cancellations more than 60 days in advance are subject to a $75 Cancellation Fee. Cancellations sooner than 60 days from Check In date will not receive a refund unless a new reservation, made by a different party, takes the place of the cancelled dates. The refund will be the equivalent of the new rental, a full refund, or whichever is less. Note that the "new reservation" does not mean that the guests who are canceling have the option to reschedule for different dates, using the money paid as a credit for a future reservation.
  
  Optional Cancellation Insurance Coverage: Buffalo Cabins and Lodges has partnered with RentalGuardian.com ® and InsureStays TM to help safeguard your booking deposit and other pre-paid non-refundable payments related to planned travel. We strongly encourage you to purchase optional travel insurance. Travel Insurance covers risks incidental to planned travel such as sickness, accidental injury, or death of you or a family member (or of a traveling companion), weather delays, natural disasters, unexpected changes in your employment, and many more specified reasons.
  ? The coverage costs 7% of your total reservation invoice. The premium charged for travel insurance is generally non-refundable after 15 days of coverage purchase.
  ? As a covered traveler, should you have a medical issue or experience trip delay or interruption due to unforeseen developments, you may initiate your claim by calling (833) 610-0736.
  ? Guests opting not to purchase travel insurance should be aware that no
  refund of your reservation deposit(s) will be available if the date of cancellation is within 60 days prior to your reservation date; therefore, your entire booking payment is at risk.

   

  This particular guest booked with a check in just over 30 days from their date of booking. They accepted the terms and conditions upon booking, and opted not to purchase any trip insurance. Their reservation was processed and we were notified the next day that they wished to cancel and get a refund "because the dates didn't work for them". In attempting to meet in the middle, we offered them to reschedule, and the declined. Per our cancellation policy, they are not eligible for a refund unless the dates get rebooked by a new party, which has not yet happened.

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