Loblolly Pines Adventure Camp — Attraction in Eureka Springs

Terrible customer service. Upon first entering our A Frame Cabin, everything was clean and as expected. My friend and I left to go grab some groceries and supplies at a nearby store and made it back to the cabin around 9 or 10 pm. When we opened the door we had found MULTIPLE spiders all along the wall. Some scattered around, but in one corner there was a bundle of 4-5 of them, directly next to where our heads would be while sleeping. This made us extremely uncomfortable, as of course we expected there to be bugs and spiders outside since it is a camping experience, but we did not expect a ton of them to be INSIDE our cabin. We decided we were not going to be staying the night, so we called the local Best Western and they were able to accommodate us (with amazing customer service) and they were very understanding. The next morning, I sent an email to Loblolly Pines about the situation and showed up in person to speak to management about it. The lady we spoke to was immediately very rude and condescending to us after explaining the situation. She said she couldn’t give me a full refund, which was to be expected, but I really just wanted our second night to be refunded since we would not be stepping foot into the cabin at ALL that entire day. She said the best she could do was 50% off one night, and that there was not much she could do since I had booked through a third party. However, upon contacting the third party I booked with, they told me that Loblolly would have to handle it, so she lied to us about that. She also offered to place us in their airstream for the second night, however we politely declined since we had already figured something else out that we were comfortable and happy with. I told her I would just take the 50% off. After saying this, she gave us an attitude and was even more passive agressive. If she didn’t want to give me a partial refund she should not have offered it in the first place and ESPECIALLY should not have spoken to us in the way she did. Very rude, condescending, and overall unprofessional customer service. Later that morning I received an email saying they had reviewed the cabin and found no trace of spiders and everything was clean. Unfortunately we did not take pictures while the spiders were there because we were in a panic and left quickly. Because of this they said they could not refund me, AFTER already telling me they would give me 50% off. Do not do business or waste your money with Loblolly Pines, especially if you value quality care and...

Second edit to mention: This is the first Google review I've ever left that is less than 5 stars. I like to give business the opportunity to correct things, and I did the same in this case. This is unfortunately not a business that cares about it's guests.

Edit to respond: As I stated in my initial message, the cover was on the hot tub from just after noon, until almost 10 pm. The temperature only increased by 3 degrees during that time, and was not warm enough to be comfortable.

A quick Google search states, "a hot tub in good working condition will raise the water temperature between 3-6 degrees per hour."

The hot tub did not function properly. If your maintenance records show it to be in working order then I can only conclude that Loblolly's standards are subpar.

You did not mention the jacuzzi not working at all in your response, and the mention of the third party booking seems to be nothing more than an attempt at distracting from the real issue. A representative from Airbnb spoke to you on my behalf. You had the opportunity to do the right thing, but you decided against it. That was you, not Airbnb.

You know I messaged you, we were just dealing with this just a few hours ago. But since you claimed there was no message I will include a screenshot of one of the messages. There seems to be a total lack of accountability.

Sad to say this was a very disappointing experience. We booked two nights in a room with a hot tub and Jacuzzi. The jacuzzi didn't work at all, and the hot tub only heated up the first night. I contacted Jack via their website, and my message was ignored. I also contacted him on Airbnb, which he also ignored. For a week and a half, my follow up messages were ignored.

By the time I got Airbnb involved it was past the allotted 72 hrs to file a claim. (This was my first Airbnb experience and I wasn't familiar with correct protocols. I wanted to give him a chance to correct the issue before making an official complaint. That was my mistake.)

Jack could have done the right thing by honoring the partial refund I requested, since the room was not as advertised. Unfortunately, he chose dishonest business practices.

I've got a one year old and planned this splurge trip specifically to be my first postpartum restful retreat with a hot tub, so the experience was very disappointing to say the least.

I would have still left a lovely review for Jack of Loblolly, had he done the right thing. Unfortunately he showed a blatant disregard of the customer, and...

MAJOR DISAPPOINTMENT! And COMPLETE RIP OFF! My fiancé and I decided to take a trip and stay here, at the “Pine Lodge” in eureka Springs for a weekend, in Cabin 12. only to be blind sided by what we were actually walking into.. The only thing I can say I liked about the place was the “setting” it looked like a nice log cabin set in the woods. Beyond that I can’t say I was pleased with anything else this place had to offer. The bathroom window was busted. The doorknob on the back door was hanging off both of which we took pictures of and spoke with the staff about and was handed tools to fix it ourselves. ARE YOU SERIOUS! The whole place was dirty you could see all the dirt and stuff all over the carpet and hard wood. That I had to vacuum myself just to make it feel a little more clean and comfortable inside. The hardwood looked like laid down wallpaper on the floor that was literally popping up where it looked like air pockets or water damage under it. The grill that is provided on the back deck was old and rusted and looked gross. So there went our nice night of grilling and sitting by the fireplace. Oh, and by the way!!! If you plan on making any food or eating PERIOD! I would bring your own plastic silverware because this place provided only two forks and a large spoon. And if when attempted to open the cabinets they came off the hinges. The jacuzzi that is provided when filled up the first time we attempted to use it had hairs and dirt floating around in it. And then we attempted to clean it out with Clorox wipes, and by the time we were done the wipes were completely Brown! That’s how dirty and nasty this place was. I WAS BEYOND THE POINT OF WANTING A FULL REFUND! needless to say although The pictures, the website, even calling to book our stay made it seem very nice, relaxing, etc. we went into the trip extremely excited, and left extremely upset, and highly...