Shean H.
Yelp
PLEASE READ, Lo-Lo-Mai will bait and switch you. We were 3x returning customers, and this is not a complaint about rudeness, or other trivial matters.
My wife booked us in for Thanksgiving day, plus the next 2 nights in a cabin. We've stayed at Lo-Lo-Mai 3 times before and have always had a lovely time. However, this time, they bait and switched us to a nasty, run down granny flat that's not on their main campground property. The location is not even represented on the map found on their website. It was dirty, a bunch of smudges covering the walls inside, depressing couch and bed, with broken fixtures and a broken door in the bathroom (The bathroom door which lead outside, was a solid door, but you could see through it. Like literally cracks running up and down the door, and you could see daylight). Plus, it was NOT a cabin.
My wife was told over the phone when we booked, that all of the couples cabins were taken, but they had a larger "cabin" for $125, which was $20 more than the couples cabin. Seeing how it was going to be Thanksgiving, and it was our 15 year wedding anniversary, we opted to spring for the more expensive option to treat ourselves. Plus, since we've been here 3 times before, we've seen the outside of the larger cabins and they looked nice.
After we were driven up a private dirt road, off of the campground, and we viewed the state of the place, and realized it was uninhabitable. We complained to the staff about the switch, and that we were supposed to be in a cabin, but they said they were all booked and could do nothing, and would not refund us the night. They did acknowledged the door and said "Yea we know, we tried to caulk it", like WTF? You tried to caulk the cracks running down the middle of the door?? How about maybe buy a new door? I hear they're not that expensive. They did offer us extra blankets, and a space heater since it was going to be snowing that night. How kind of them. We said no, and turned the keys in, and found a place to stay in Sedona, which totally ruined our Thanksgiving night (but I can tell you the place we had to book last minute, Southwest Inn in Sedona, is gorgeous and affordable, with friendly staff and a nice breakfast).
We called Lo-Lo-Mai the next morning, the day after Thanksgiving, to see if they would right their wrong (because after all this, we were still willing to try and salvage our vacation and stay at their place), and again over the phone they refused to give us a refund for the night, and offered store credit for the difference in cost, because believe it or not, the run down shack, was more expensive than their cabins. After a bunch of fuss, they did offer to give us a credit towards a night stay in the future, woohoo! Sorry, but that is unacceptable, after refusing to do the right thing and refund us for just the 1 night in the bait n switch house, we will never return to your camp ground. At this point we decided our vacation was pretty much a bust, and we decided to drive back the 7 hours to San Diego.
The young lady, Carly, that helped us over the phone, was nice at first, but once we declined the "credit" towards a future stay, or store credit, the conversation turned south and she quickly dropped the nice guy act. She wasn't rude, but you could tell she was going to offer nothing other than store credit, or a credit towards the future. Ok, so let me get this right, you keep our money, and we come back to you? Yea, how about no.
So in conclusion, my wife and I were looking forward to a nice 3 night stay over the Thanksgiving weekend and our 15 year wedding anniversary, only to be bait and switched to a run down, off property, granny flat. We drove 7 hours to get there, and had to turn around and drive 7 hours back. Completely destroyed our vacation, and completely tainted the 3 other trips we've had to Lo-Lo-Mai. We were loyal, repeat customers, but never again.