I made a tubing reservation for 9 people on June 1 for July 10 and paid $225 up front.
On June 15, I contacted AbbyCreek Inn to cancel due to personal circumstances. A few days later, I received a text confirming that my reservation had been canceled.
After that, the refund never arrived. I called about once a week for over a month trying to figure out where it was. Each time, I was told someone would look into it, and multiple notes were supposedly left for the manager to call me. That call never came.
Today (July 19), I called again. The receptionist was kind and genuinely tried to help. After speaking with the manager, she came back and told me they couldn't find any record of my payment and that it would take another 14 days to figure out how to refund me.
I called back and asked to speak directly with the manager because I wanted to understand how my payment had seemingly disappeared. Instead of speaking with me, I was put on hold, and suddenly they had "found" my payment. The receptionist relayed that the refund had been processed and told me to check my email for the refund confirmation.
I'm grateful that the refund is finally being processed, but I'm extremely disappointed with how this was handled. It took over a month of follow-up calls, multiple unanswered requests for a manager to contact me, and only after I pushed to speak with the manager myself did my payment suddenly reappear.
The front desk staff I spoke with were always polite and helpful. My issue is entirely with the lack of communication and accountability from management. I hope they improve their refund process and customer service so others don't have to spend weeks chasing money they're owed. read more
