Cabins at Pine Haven — Hotel in Beckley

First off, I would like to say that I can’t think of the last time that I complained about something, or gave a bad review. I am usually very laid back and can excuse most things. However, this customer service experience I cannot, and will not excuse. We stayed in Treehouse 1 at the Cabins at Pine Haven in Beaver, WV this weekend. We paid about $450.00 to stay for two nights. The treehouse itself was amazing. The customer service not so much. We used the hot tub and Saturday when we went to shower, we ran into a problem. First, it was not clearly visible how to turn the shower on. I used every knob and looked for a secret way to turn the shower on. I couldn’t do it. I looked in the bathroom and in the treehouse manual. Nothing. So, I decided to take a bath. The water didn’t even make it to the halfway point in the tub before it ran cold. I couldn’t even wash the soap off me because I dislike rinsing with cold water. At this time, there was nobody working in the cabins office. When I finally spoke to someone, he said that he would call the maintenance people. I heard nothing back. I had to call back. The man that worked the office had no idea what to do. He said that he reached maintenance and they told him how to turn the shower on, but they were busy with another issue. So, apparently you must reach up into the shower head and pull down. No explanation for this anywhere. Also, he reached maintenance and I received no call back. After hours passed, I called again. Nothing about the water. I asked for the owners/managers number. I was given a number for a manager, Cliff. I called and left a nice voice message. No call back. Attempted to reach Cliff two more times. Nothing. On our way home, I called Cliff’s number again. He answered. He stated he didn’t receive a voicemail or any other calls. He was not very nice. He said that he was sorry but we have to realize that we are staying in a treehouse and the water will not be like at home. The treehouse is intended for 2-4 people. The water wasn’t even enough for a half of a person. This is the worst customer service I have ever experienced. We paid a lot of money for this place, and while the treehouse itself was nice, the service was not worth this money. Both the office worker and Cliff knew how unhappy we were and neither even attempted to make it right at all on their end. We will never stay there again, and will make sure people know how awful the customer service is. Today (02/27/17) I received an email about them taking my complaint seriously. They offered 20% off one night of my next visit. I kindly thanked them for the gesture (which was the most I received up to this point, but declined because I would never consider staying there again. I asked for a refund of 20% of one night to make it right. The girl that was sending the emails just responded that she passed the information along, and because there "was nothing wrong with the treehouse," they couldn't process my request. Again, terrible...

My sister and her husband rented the cabin with their daughter. Rented it because they wanted to have a nice family gathering. Cooking out, playing board games, walked around the park to take in it's beauty. We weren't drinking, being loud or causing any problems when my brother in law got a call saying that his company needed to leave or he would be charged money to rent a shelter and/ or wouldn't receive his deposit back. When my sister rented the cabin,they never told her that she wasn't allowed company/ family gathering for cookouts, nothing!! We live locally so why else would you rent a cabin? They get all your information, so they do know where people live that are renting. I thought it was misleading and rude!! Actually the cabin was small,outdated,not very...

Great experience! On the last leg of driving home from the east coast we decided at the last minute to spend the final night of our vacation in one of their cabins. Came across this place completely by chance but couldn't be happier with the experience. Staff was friendly, cabin was clean, well-appointed with lots of great features (i.e. full kitchen, hot tub, full bathroom, TV and wood pellet stove). Absolutely loved the place and we were sorry we couldn't stay longer. Location is right off the expressway close to restaurants and shopping. We definitely want to come back and take in the state parks close by and will be back, hopefully sooner...