A great vacation... deferred
My wife and I really wanted to like this place - and Bob seemed like a great host who was very responsive and had a lot of experience with guests.
Having said that however, there were a few major problems with our stay. First - we arrived on new year's eve hoping to pop open a bottle of champagne and soak in the hot tub... But the unit's heat was turned off - and it was up to us to heat it up again. The unit was a balmy 45 degrees and it took us 7 hours to warm up to 70. We spent the night in our coats and huddled under blankets...
And the hot tub was another disappointment. We opened it up and the water was brown like the color of tea !?! We pointed this out to Bob and he said there's a heavy iron content in the water and that a technician could come out and fix it... At $200 a night - these are things I shouldn't have to worry about. What hotel makes you wait around while someone drains your tub and refills it - and who was going to come out on new year's eve?
Lastly - we got hit with a major storm and had to cancel a day early or get caught in the storm for our trip home. Knowing that we were unhappy with the stay - and that we wouldn't be using the unit - you'd figure he'd come through and refund the last night to make amends - but you'd have figured wrong. Bob told us no one controls the weather!
I worked in hospitality for over 10 years in 4 different hotels - and if any of those things happened to one of our guests - we'd be using the magic "C" word before our guests did... That "C" word is Comp...
We gave Bob a week and a half to look into the hot-tub fiasco, but at this point he deserves this rating. He should also have his housekeepers clean the unit right before a guest checks in and turn the heat on for them as a courtesy.
Owner's Response: We are very sorry your stay did not meet your expectations.
We wish you had contacted us on your arrival about the cold, as we would have reviewed with you how to use pellet stove and location of the thermostats and their operation.
I am puzzled about your hot tub comments. If had you informed me of a problem upon your arrival or during your stay, I would have sent the service company back out to check. There were 2 different technicians before and after your stay, both reported the water clear. If the water was the color of 'dark tea' as you suggest, they would have re-filled it, added a treatment or called me if they could not resolve the issue. Unfortunately, you did not mention a problem with the hot tub until after your departure.
Our hot tub is *drained*, cleaned, sanitized and refilled before each and every guest. Any reported problem would have been addressed promptly.
As to your question regarding your early departure and requesting a refund: We are extraordinarily clear in all emails AND the Rental Agreement, every page of which you signed-- that there are no refunds if you fail to occupy, leave early etc. The final signature page states clearly, "All Sales Final, No Refunds".
However, as a gesture of good will, I did refund you $200, or 1/3 of the total paid.
The negative review is a transparent attempt to get a full refund, even though you spent 3 out of your 4 scheduled days at the property.
I take all guest reviews and comments quite seriously and sincerely regret any problem that you experienced, but wish you contacted us during your stay so that we could have addressed your concerns immediately.
Helpful votes: 1/1
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