Redwood Cabins — Hotel in Clayton

Absolute worst customer service experience I have ever had. I literally have never made a Google review (or any review) before, but this was so awful I wanted to warn people! I made a reservation for on a Friday for a room (my reservation was for the next week on the weekend). The following Monday, or 3 days later, my family (who had made a reservation close by for an RV Spot) was sent an email noting that their reservation was cancelled and a refund was issued due to a large, unconfined fire in the area. My husband, who is recovering from COVID and lung issues, agreed that we should not go, especially if the fire was nearby. I emailed The Cabins about my issue. No response.

The following day, I called, and spoke to Greg. Greg said he wasnt in the office and would check into it when he got in. He noted he would get back to me to see what he could do - and seemed understanding. I tried to explain that either a refund OR credit would be great. We wanted to visit the cabins, we just didnt have our family to go with, and the fire was a huge concern. I waited all day - no call back or email back.

I called Thursday again because I had not heard back and wanted to check on the issue. Greg responded and was immediately hostile with me. It was shocking - he was cutting me off and told me to call back the day after my reservation to see if the room was filled. I let him know that that didnt make sense, as we would need to know before the reservation so we could still come if we were forced to (if we could not get a refund). Greg said he didnt have time to help people like me and that I couldnt expect him to know the answer to this. He said “You cant expect us to fill the room immediately after you book it for so long then cancel last minute”, which clearly showed that he did not see that I only had the room reserved for a whopping 3 days. At this point, his tone was so disrespectful, so I asked to speak to a manager. He noted that he was the manager. Bummer.

I knew I was getting nowhere with this. I let Greg know that I would be making a review for the first time ever, due to how incredibly rude he was. He immediately said “whatever” and hung up on me. It is so sad to see a business who only cares about taking peoples money (or atleast with a manager who does), and unable to adjust to any circumstance or even give someone the time of day. I have been in customer service for 3 years… and I know that I could NEVER talk to someone like that or in that tone! A “how dare you” moment.

GREG is a horrible manager. I dont hope he is fired, but I do hope that there is someone who can explain to him how to properly talk to customers/people who are paying to keep your business open. Really sad - I was excited for our Redwood Cabins visit and now wouldnt wish my worst enemy to stay there or...

Absolute worst customer service experience I have ever had. I literally have never made a Google review (or any review) before, but this was so awful I wanted to warn people! I made a reservation for on a Friday for a room (my reservation was for the next week on the weekend). The following Monday, or 3 days later, my family (who had made a reservation close by for an RV Spot) was sent an email noting that their reservation was cancelled and a refund was issued due to a large, unconfined fire in the area. My husband, who is recovering from COVID and lung issues, agreed that we should not go, especially if the fire was nearby. I emailed The Cabins about my issue. No response.||||The following day, I called, and spoke to Greg. Greg said he wasnt in the office and would check into it when he got in. He noted he would get back to me to see what he could do - and seemed understanding. I tried to explain that either a refund OR credit would be great. We wanted to visit the cabins, we just didnt have our family to go with, and the fire was a huge concern. I waited all day - no call back or email back.||||I called Thursday again because I had not heard back and wanted to check on the issue. Greg responded and was immediately hostile with me. It was shocking - he was cutting me off and told me to call back the day after my reservation to see if the room was filled. I let him know that that didnt make sense, as we would need to know before the reservation so we could still come if we were forced to (if we could not get a refund). Greg said he didnt have time to help people like me and that I couldnt expect him to know the answer to this. He said “You cant expect us to fill the room immediately after you book it for so long then cancel last minute”, which clearly showed that he did not see that I only had the room reserved for a whopping 3 days. At this point, his tone was so disrespectful, so I asked to speak to a manager. He noted that he was the manager. Bummer.||||I knew I was getting nowhere with this. I let Greg know that I would be making a review for the first time ever, due to how incredibly rude he was. He then hung up on me. It is so sad to see a business who only cares about taking peoples money (or atleast with a manager who does), and unable to adjust to any circumstance or even give someone the time of day. I have been in customer service for 3 years… and I know that I could NEVER talk to someone like that or in that tone! A “how dare you” moment.||||GREG is a horrible manager. I dont hope he is fired, but I do hope that there is someone who can explain to him how to properly talk to customers/people who are paying to keep your business open. Really sad - I was excited for our Redwood Cabins visit and now wouldnt wish my worst enemy to stay there or...

Booked the cabins because my group was coming out of the wilderness from a backpacking trip and wanted showers. There were 4 of us and we told them we were arriving late. Arrived at 10:30 pm. Checked in. Didn't have enough towels. Asked for more and they still brought the wrong amount. Not the biggest deal I though. Then one in our group went to shower, only to find the shower not draining, filling to her mid calf, above the shower door, in less than a minute. She turned it off, let it drain, and though to finish as much as she can of her shower in the sink. Welp, you guessed it. Sink wouldn't drain. It took 3 hours for all 4 of us to get clean because nothing would drain, except for the toilet (luckily). It's the last think anyone wants when they're dirty from backpacking. Since it was late and they were at capacity, we thought we'd broach the issue with management tomorrow.

We were gonna be in town one more day, so our group thought potentially we could ask if the problem could be fixed since the room was free that night, and we wouldn't have to move our bags. When I asked management if this was a possibility, he shrugged his shoulders and said on no, the plumbing is bad in 10. I can move you to 9 though.

Basically, they sold us that room at full price even though they knew the plumbing was bad and the quality of the room was unlivable. And they tried to send us to cabin 9, which is attached to cabin 10, and might have the same plumbing issue that they refuse to fix!

Buyer beware! Don't let them dupe you into paying full price for a room that doesn't work! Would not recommend.

I like the charm of old, rustic cabins, but there were legitimate upkeep problems (plumbing included) here, and the inside of cabin 10 is falling into disrepair.

PS: maybe keep some...