ComplaintsforKaties Kove

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Upon arrival, I found the cabin unacceptable to stay in. AC barely working. Way too hot. No AC in bathroom. No TV or internet working. Bugs flying and crawling in the room. Cobwebs all over. Pitiful window treatments, not blocking sun, heat, or light.  August 10, 2022 $99.68

  Customer response

  12/22/2022

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Katies Kove regarding complaint ID ********.
  
  Regards,
  
  *** ******

• Initial Complaint

  09/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  On June 16, 2022 I booked a cabin rental with Katie's Kove and she charged the credit card immediately the $470.40 for our trip that was September 18-23, 2022. We arrived to the cabin after a very long road trip only to find that it was not as advertised or expected. First there were 2 "sheds" right along side the road. The cabin we were to stay in was super small and disgustingly dirty. The door was caked with so much mud and dirt that I refused to even touch it. There were cobwebs throughout and no curtains on half of the windows. We found dead bugs on the floor and the bathroom mirror was caked with so much dirt and spittle that I literally had to wipe my finger thru it several times to make an X (only to prove my point of how dirty it was). The owner claimed to have cleaned for 10 hours prior to our arrival which obviously was not the case. My husband fixed the paneling that was to cover the water heat but was just thrown behind the bathroom door. We had 1 roll of toilet paper for the week and a partial roll of paper towels. There was no toilet paper holder or even hooks to hang your towels after a shower. The one bed I saw didn't even have full bedding on it. Just a fitted sheet and a blanket. The advertisement said there was a grill (there was no grill to be seen) to cook on and a pressure washer to clean the ATV but all we found was a hose. The electrical work was iffy as well being that the 1 light switch operated all the lights in the cabin. So if you wanted to use the bathroom at night, you had to turn the light on in the other area. The owner disputed my concerns and I conceded by saying we would pay for the one night but wanted to be refunded for the remaining nights because we were not staying in unsafe, disheveled filth. We literally loaded the truck back up and went down the street to a hotel which is not what was planned for our trip since we did bring our dog. The owner has yet to refund the credit card after 5 days.

  Business response

  09/29/2022

  In review of the complaint filed against my business Katie's Kove, I have fulfilled the needs of the guest to the best of my abilities. She called and booked a reservation in June. As my OS doesn't store cardholders' information I do collect full payment during the booking call. I would like to note ******** definition a "shed" is enclosed on 3 or more sides; it does not have insulation, panels, electricity, or running water. The complaint also states there were cobwebs everywhere; Yet, none of the photos provided by either party show a single web. The next issue she has claimed to have is with curtains. The bathroom window(it overlooks the river and the hillside) curtain was folded underneath the sink. Had I been notified of any issues I could have hung the curtain for the guests. All other windows did then and now have curtains in them. Following along the list to the bathroom mirror. It is an antique mirror with a handcrafted wooden frame. Before their arrival earlier in the day I polished the wood. The guest complains the dried polish specs are spittle. This is impossible because the mirror is to high above the bathroom sink for spittle. Normally, when I dust I run my finger over wood and glas with a single pass. It's efficient enough for me to determine the cleanliness but to each their own. 

        Around 10 o'clock the night of the guests arrival I received a phone call. I was sitting on my couch with my 19 month old son at the time. The guest was yelling to the point my child began crying. On the phone she said she tried to unplug a weird clock(it's an antique Coke-Cola clock era 1950's & the hands don't move.) I assumed she was unplugging it due to having a dog with her. She was upset because her dog's crate would not fit into cabin. The guest exclaimed she wouldn't even feel safe leaving dog there. She said everything was filthy and it wasn't what she was supposed to get and that I was going to give her a refund! And I quote,"Ohhh, you'll give me a refund!" Knowing I had deep cleaned the entire cabin earlier in the day I was in no way prepared for a call like the one I received. Stammering to find a response I told her I knew it was not dirty because I'd just cleaned it. Oh and it is the cabin she was supposed to be booked in. The larger cabin does have a grill and was only $10 more per night. There is a pressure washer as I've included in the photos. 

   

  Customer response

  09/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  If she has a system that cannot store credit card numbers, than take a non-refundable deposit at the time of the reservation and get the card holders actual card at the time of check in. Also, send a reservation confirmation. At no point in time was I ever notified of a cancellation policy (not that we cancelled our reservation after driving 9 hours). We thought we were booking the other cabin. It was not 10 pm when I contacted her it was more around 7 pm because I had to feed my dog and we had checked into our hotel around 8:30 pm. I was not screaming at her nor did I hear her child in the background crying. I was telling her that the cabin was dirty and very small (and different) compared to the pictures we saw on her ******** page. She told me that she "deep cleaned" the cabin for 10 hours. I will admit that at that point I became understandably more frustrated.
  

  1. The door was caked with dirt that could have been cleaned with some elbow grease and a ***** ******. Or just kept cleaned as guests checked out. (The one picture she attached is not of the door for the cabin we were supposed to stay in.)

   

  2. The bathroom mirror was definitely not cleaned and it was not from wood polish as she stated. It was dirt and yes spittle like substance. Plus the wood did not appear to be recently polished with anything. I again was able to run my finger thru the layers of filth and leave an "X" that showed a clean surface.

   

  3. The bathroom window may face the river but there is a structure for people to sit at with patio furniture. Since both cabins share a fire pit it is assumed that both cabins would share this structure. Also, the cabin is right along the road and anybody could meander back there. And I did find the so called curtain she said was there but it was only a valance.

   

  4. Who can take pictures of cobwebs?!?! I did try to take a picture of the dead bugs along the wall and bed but they came out blurry.

   

  5. I was trying to remove the useless clock that hung above the bed because I personally do not like things hanging above me when trying to sleep and would have already had hanging electrical cords above my head with a microwave and refrigerator right there as well. (Also, I threw away a dirty useless candle that was on top if the microwave since it had no wax left in anyway.) The clock would have been place back prior to our departure.

   

  6. We found a toaster oven up in the one loft (odd place for that) with some other thing both dusty. I refused to even go up to the lofts.

   

  7. The paneling that was used as a wall to cover the water heater was just thrown behind the bathroom door and my husband fixed that.

   

  8. I had spoken with her a couple of times prior to our trip and I was told we only needed to bring bath towels (there were no hooks to hang them on but whatever). She said that there would be toilet paper for the week. We had a partial roll of toilet paper.

   

  She keeps using my poor dog as the reason we didn't want to stay. We rescued our now 7 year olds English Bulldog in the beginning of the year. There was enough movable space for him (since we ourselves own a 250 sq foot cabin in the ******* **** that we frequent every weekend. And we brought an oversized crate so that he would be safe and content while we were gone without him (he likes to ride with us). While space was tight in her cabin we could have made it work. I deemed it unsafe because anybody could see into the cabin, electrical cords just dangling off the wall above the bed, and just the sheer sense that the cabin was not cleaned. With today's health concerns around Covid, I was not willing to take that chance.

  
  Regards,
  ******* ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩