100% refund for cancellations more than 60 days before check-in date.
We booked a rental unit based on the images/pictures that were provided online. Upon arrival at check-in, we were told that we were being "upgraded" to a new and modern town home (we asked for pictures of this place but they didn't have any to show us). We informed the check-in staff that we did not want the upgrade, we wanted the original house that we reserved and pre-paid for. They said no -- so we were left with no choice...obviously they overbooked.
Upon getting to the "upgraded house" we noticed that the house was just finished being built, it had no grass or paved driveway (just dirt and gravel). There was no deck, no outside seating and no BBQ as we had booked. Entering the house, the A/C was not working and the thermostat was at 29.5C. All of the appliances still had the protective blue film on them, the furniture was the same with store tags visible. There were no end tables or dressers in any bedrooms. There were table lamps sitting in the corner of each bedroom floor --each lamp not assembled and no bulbs. There were also exposed wires in the wall corners. There were a number of empty paint cans, TV boxes and wine glasses with used cigarette butts in the garage.
I called the front desk asking for our money back as we all wanted to leave, this place was a disaster. I was told flat out no because we didn't book directly with them. They sent over a BBQ and left it in the dirt at the rear of the house. They did activate the AC but it never reached a reasonable or comfortable temperature until Saturday morning -- sleeping in that heat was dreadful! Their own maintenance man told me "that they should have never rented this place out, it wasn't ready".
The following morning we got up to use the pool to cool off but needed a FOB to access (which was not provided upon check-in). We went over to check-in to request a FOB and were told that they didn't have any more left, so we were unable to use the pool. Feeling completely frustrated, hot and disappointed, our family packed up and left early Saturday afternoon not wanting to stay another night.
I feel that our family was completely ripped-off and lied to. The Lodges of Blue Mountain staff did not make any type of effort to help rectify their obvious misrepresentations. I was out of my money and they only provided lame excuses which only frustrated me further.