Beautiful property. Really great on-site hosting by local caretaker…read more
AWFUL customer service, horrible email communication, and complete lack of integrity.
If you look at my Yelp history, I have left 130 Reviews to date and 93% are high ratings. I am taking the time here to rate this business, because I was left with such a bad taste in my mouth from the co-owner Cecilia that I wanted to warn future guests. (I had intended to leave 1 star, but because the property itself is nice and our guests had a good stay once they actually arrived, I increased it to 2). I noticed that if you book through VRBO or Airbnb (which I wish we had done for our guests occupying both units of their property), then you can pay through a third party and review through a third party and everything appears to be smooth.
WHATEVER YOU DO, DO NOT BOOK DIRECTLY WITH CECILIA THROUGH THEIR WEBSITE. She was unethical, moody, and very unprofessional. I was shocked that this woman has been renting a property for as long as she has. I have gone above and beyond to "5 star" all my wedding vendors and many local businesses; Rancho Mojave was our only sore spot for a 110 person event with over a dozen vendors for an event that we were planning for nearly a year.
I booked the most important people of our wedding here - my maid of honor/her husband, and our officiant and his wife. Cecilia's husband quoted me their rates and policies via email 10 months before our wedding and WE PAID that amount. THEN she increased the rates (again, quoted in her email - which I sent back to her) and told us it was more. We quoted her husband's emails back to her, and also showed screenshots of internet search history (showing that she changed her prices on their website AFTER WE PAID). She willfully ignored her previous rates and forced us to pay more, or said we could find another place. While I can understand that occasionally businesses increase their rates, this is something that patrons are notified of - and is not something that is done AFTER the patron has ALREADY PAID. And not something you pretend did not happen.
She charges a "tax" for Paypal which is against Paypal policies, but honestly - most small businesses do this, so I can live with that. Only, it is larger than the actual fee Paypal charges to the business itself, so she is levying a fee above the Paypal %. BUT WORSE, she also charges the "Paypal tax" on the DEPOSIT. No one EVER charges a "tax" on a DEPOSIT! There is so such business practice.
****Next, she then wanted to charge an extra "person" fee for my maid of honor's daughter who is 2.5 years old**** This is not a joke. I do not know if she ended up paying full adult occupancy for her toddler because at the point in which I was informed of it - she too was so frustrated and disheartened with dealing with Cecilia, it wasn't something either of us wanted to waste energy being angry over. At one point we mentioned that we might use their oven to reheat an appetizer gift that would be cooked an hour away at my cousin's home- and she said we would need to pay a $2000 deposit for that. Considering how ethical she was about the previous charges (and "add-on's") this really felt like a red flag from a crazy person.
She jumped to conclusions, "yelled" in emails, and sent such disingenuous and inappropriately toned communication; it was altogether disheartening and ugly. Honestly, if their property were NOT located NEXT TO our wedding at Rimrock Ranch (a fantastic property with great staff and owner), there is no way we would have given her our business. Then again, we didn't trust she would actually refund our money if we stayed elsewhere as she was completely dishonest with the rest of the transaction.
Thankfully, once the guests arrived, I am told everything at the property was beautiful and the check in process and stay were smooth. I am sure you can have a great stay there, but whatever you do - book via Airbnb or VRBO - wherein a third party can handle any disputes with honesty, integrity, and a paper trail of where your money went and make sure you pay what was agreed upon. Without "taxes" on deposits, phantom price increases after you have already paid, and ridiculous tantrums.
Being disingenuous with your customers is never going to lead to good business karma.
Pioneertown is a beautiful place. Hopefully you can have a great stay there (whether here or elsewhere) but avoid future experiences like this one.