I was rather disappointed, first It does say on the website that it does not give linen or towels, but sadly it was a part that I did not see. When we arrived the phone did not work and our cell phone had no signal. It really is a nice place, but we thought it could have been cleaner for that price a night. The lower bedroom had dust on top of the blankets, and the bars of soap were not wrapped and looked like they had been used. The small bottles of shampoo looked like they had been used also, they were half empty. The ice maker was not hooked up and we did not know this, my husband turned it on and it made noise all night. The freezer had old bags of ice in it . The ceiling windows and fans had cobwebs. Only local service for the phone once it was repaired, and we had to go get a phone card. The kids enjoyed the kayaks the second night, that was a plus. We gave this a poor rating basically because the phone didnt work and they weren't real clear on the towels and linens. He did offer to bring them the second night but we got back to the cabin so late and we had already slept on the bed without the sheets, I felt it was stupid to get them. My husband used the sink too before we left and the faucet was not even attached to the sink in the kitchen. They did give an apology and suggested that it would have been better if we had booked a room at there B&B. Well if the phone had worked the first night, I might have called and tried to change it. The B&B was beautiful and well taken care of, we had stopped there to get directions to the cottage because I could not pull up the email on my phone, no signal. They assured us that our staying there provided them with a learning experience, and that they will take care of what was wrong with the place. I would never have booked it had I seen that it did not come with towels or linens. I booked it strictly cause its a pain to rent two separate hotel rooms, and I thought it would have provided a better experience for my kids.
Owner's Response: We are saddened to have disappointed this guest, and as an expression of our regret, we refunded $100 (on a $550 stay), and the guest said that would satisfy her, but she neglected to mention this in her review. The complaints about no sheets or towels and local-only phone service are unfounded since both policies are clearly stated on our website (www.whitepillars.com) and in the guidelines sent to our guests when a reservation is made. The icemaker was intentionally turned off because the water source is the lake. We pride ourselves in providing the highest standards of cleaning and maintenance, as all our other guests have testified to, so for the ceiling cobwebs and the loose faucet we made a generous refund to the guest, with our apologies. In the 22 years that we have been renting our 5 waterfront homes, we have received fewer than a dozen complaints and 100's of delighted comments, so it always saddens us when we have not lived up to our reputation.
Sincerely, Donna and John Clark
Helpful votes: 3/3
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