Emerald Forest Cabins

Angry and Disappointed!

Liked: None.
Disliked: Here is the story:I booked a suite for my mom and me. This is my mom’s first time visiting the United States, and I really wanted to give her an unforgettable trip. However, this property completely let me down.We arrived at their front door several hours before midnight (their closing time), but they had already locked the front door, and the entire cabin area was dark and scary. By the way, we had almost no signal in the woods, but I still tried calling them several times and got no response. We had to spend the entire night in the car, feeling cold and scared.The next day, I called them to explain what had happened and tried to request a refund. The front desk staff rudely and disrespectfully rejected my request with just one sentence: “This booking is non-refundable.” She showed no concern for the desperate situation we were in the night before, nor did she apologize for their failure to fulfill their responsibilities. At the end of the call, she even told me to contact their manager, but then added that even if I did, I still wouldn’t get a refund.Afterward, I contacted Booking’s customer service. They first acknowledged the property’s fault and stepped in to handle the case. However, even after two rounds of negotiation, the property still refused to issue a refund. I’m grateful for Booking’s support—they offered to cover my loss upfront and said they would continue to follow up with the property. That’s the only reason I was able to receive compensation.But I want to say this: just because a booking is non-refundable doesn’t mean you can act however you want. If you think receiving payment in advance gives you the right to ignore your responsibilities, how is that any different from fraud?