Poor Customer Service All Around
We stayed in this cabin during the peak of fall foliage. Its sheltered location, deck and hot tub are ideal for this time of year. However, I would be remiss to not warn any potential renter that the owner of this cabin is very difficult to work with. The leasing process is not done through the VRBO website but rather directly with the owner. This manual & non-standard process to secure the cabin was cumbersome & confusing. To make matters worse, the owner is very disorganized. Even after multiple communications were sent with my reservations dates requested in writing, the owner failed to log the correct dates on the lease and double-booked our final day with another guest. This created a very unpleasant situation for both parties. The owner was then unresponsive to our repeated attempts to contact and resolve. Rather than leave the other renters with no place to stay, our family(kids & dog included) packed up and left early. Interesting to note here too is that the other renter was never given the renter info packet with key codes & instructions. Upon payment, they received no more communication from the owner ever after sending emails and calls. They left “hoping” the owner would be there… Had we not been there “by mistake”, they would not have been able to access the cabin and would have had to drive the 6+ hours home!!! After finally reaching the owner days later, I was met with no compassion or apology, only that I should read my lease. Admittedly, the date was wrong in the lease and it went unnoticed on my end. However, after repeated attempts to justify that I we never reserved the dates listed in the lease and the +7 emails proved as such, I was met with only “I get lots of emails” and an offer to refund a portion of single nights rent. Again, in my experience the cabin was satisfactory but the owner was not. They failed to mind details (even important ones), is disorganized and hard to work with. Worst of all, after the receipt of your payment, this owner forgets that you are a “customer” and they are a “small business”.
Owner's Response: I needed to let some time pass before responding to this review. I was very surprised, and this is the first negative review that I’ve received in five years. I have been operating in the same way that entire time.
As I sit here reflecting on why I rent my cabin, I’m reminded of two things. First, the wonderful world of internet is a dangerous place to post inaccurate and mean-spirited comments. Perhaps we keep the illusion that we remain invisible and hold no responsibility for what we print.
I am also reminded that it is essential to review a lease, for terms of stay, payment, checkout, pet clauses, and the like, before returning it to me. I rely on those leases to help keep me on track. I try to get all the information right with first submission, but there certainly have been changes needed before and since, in first drafts of the lease, made from a template. I encourage you to review carefully your lease with me.
Let me be clear about this. My goal is to provide a peaceful getaway and to make a dent in expenses that help me continue to keep the place.
I do note, and appreciate, that this complaining guest tossed in a few compliments about the cabin. In fact, when he first emailed me about the apparent overlap in stays, he told me that his family was having a “wonderful family weekend” when the next guest showed up at the doorstep. He independently, but of course not in the review, wrote that “the cabin was terrific.” He posts no complaints whatsoever about cleanliness of the unit, working order of what I have inside the unit, instructions for getting there, or guidelines for a great stay. It stretches the imagination, then, to go with his assessment of “poor customer service all around.” (Carolyn, my cleaning teammate, was fabulous about getting there in the next thirty minutes to clean the place for the new guest.)
As to that second guest, his second-hand knowledge is just plain wrong.
Legally, I had no obligation to return any money, as the stay was dictated by the lease. Nevertheless, we reached an agreement, and he waited to vent his frustrations in this public manner only after my refund posted.
I certainly apologize for my part in this unfortunate interaction. I am absolutely committed to providing you with a lovely stay and with being fair as to the unexpected.
Helpful votes: 13/13
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