My problems with this company began in December when I purchased two Groupon vouchers at $329 each for two nights each. The fine print stated there was an additional fee of $125 for cleaning and insurance per voucher, as well as 12.5% tax. After several days of trying to reach a live person I was able to get a registration clerk who informed me that several of the days I needed were blacked out to Groupon users, as well as certain cabins. This was not listed in the fine print and thus I had to receive a refund on one due to the dates I needed being "blacked out." A few days later I called to book for the second voucher and was informed that the additional fees totaled more than $250. I explained what my voucher said, and that my fees should total $181.75 per the Groupon. The clerk refused to budge and also refused to allow me to speak with a member of management, stating, "the buck stops with me, if you don't want to pay it, get a refund." And hung up on me. I repeatedly tried to call back and as soon as the phone would be picked up it would be hung up. I emailed their website, as well as left comments on the company facebook with the facts I have stated here. Not only did I not receive a response but I was blocked from their facebook. Apparently a glutton for punishment I called once again and got a young man on the phone in their offices and he told me that he would charge my card $189, alot less than $250, but still more than the Groupon states, and that would cover the remaining fees. Imagine my chagrin when I begin receiving "past due" emails from Elk Springs. I replied with the fact that I had provided my card information and did not wish to sit on hold with them or be hung up on yet again. I received a reply asking if I would like a callback, but before I could reply I received another message stating if I "do not want to pay the fees to call Groupon and get a refund." I immediately called the office as soon as I received the message to mhy smartphone, to speak directly with the unprofessional woman I had been corresponding. She of course "was out." No longer having any fight left in me, as this was supposed to be a christmas gift to a friend, I paid $194 to finalize my reservations. Keep in mind that this is the 3rd "additional fee" I had been stated that was different, and still not in line with the Groupon. Now, one week before our trip I finally was able to settle this horrible experience and got a confirmation, paid in full. However, due to the lack of customer service and downright disdain from this company I filed a complaint with the BBB asking that I receive an apology and possibly a small discount after this terrible experience, even before we have arrived. The owner responded by canceling our stay, three days prior to our arrival. I explained to him that it was not my desire to cancel, but that I wanted the lack of service addressed. He refused, stating that he could "do whatever I want." I explained, "yes, you can do whatever you want, however with three days notice and over $550 tied up and yet to be refunded for the lodging, our family cannot find alternative lodging." Further, in the state of TN there are only 3 reasons an innkeeper can refuse access to someone with a confirmed, fully paid reservation, and a BBB complaint is not one of them. Now my family has all taken vacation time and we have to try and secure lodging in the next two days, and I have to use money that was allocated for travel and activities. I am not sure we will be able to have a vacation due to the malice of this business owner. I do intend to seek further legal action. It is a beautiful property, but it is run by the most unprofessional owner and staff I have ever encountered.
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