Submitted: July 13, 2012
Stayed: July 2012
The air conditioning did not work and the temperature was over 100 degrees outside. The remote to the television in the family room was missing and we could not use the tv. We called the equestrian center in order to try and schedule horse back riding. We never received a call back. There were wasp nests all along the railing of the back porch. I was stung on the first day. We called management to report the wasp nests, but no one had any insect spray. My husband, who is allergic to bees, bought some spray and sprayed them himself. When the office manager found out that we were having a family reunion on July 4, we were threatened with an additional cleaning fee. The cabin was lovely and the area was very pretty. The service at the facilities were horrific, and the management looked for any excuse to charge extra. There are other facilities nearby with more reasonable prices and friendlier service. Would not recommend this facility to anyone.
Owner's Response: It was very disappointing to read this review, particularly as we made every effort to respond to the concerns of this guest during their stay. Our staff visited the property on numerous occasions to make things right regarding the wasp nests, TV remote and AC. The guest elected to purchase wasp spray, though staff returned the next day to remove these nests. An HVAC technician was onsite as soon as possible to fix one of the two AC units that was had froze due to the excessive heat. AC is now working, wasp nests were removed and the TV remote was found after the guest departed in a bed comforter.
Later, we discovered evidence of an undeclared pet in the rental unit and charged this guest our standard undeclared pet fee to cover the additional carpet cleaning. It was unfortunate as much of this guests frustrations seemed to stem from this unexpected expense. While most of our properties are pet-friendly, we require that all guest have any pets pre-approved and pay a $100 pet fee. There were no threats regarding additional cleaning related to the family reunion but rather reminders regarding that hosts are ultimately responsible for any unforeseen damages cause by their guests to a rental property as stated in our rental agreement.
Regarding the horseback riding at Long Branch Lakes, this is managed by another company. We do recommend our guests call in advance of their visit to make a reservation or consider checking out the stables at Fall Creek Falls State Park.
We sincerely regret the unfortunate circumstances of this visit. We make every effort to ensure a comfortable, welcoming, and safe stay for all guests visiting our property. It is our mission to build welcoming and restorative spaces within the natural beauty of the Highland Rim of Central Tennessee that provide a place for people to relax, reconnect, celebrate and live their best lives.
Helpful votes: 1/1
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