Horrible Place to Stay HAIR in BED and Pillows
We arrived on1/02 (Wed) to find the cabin still being cleaned.One of the bed frames was broken, 5 bulbs were out in the family Rm the oven&stove top was dirty,the wifi &TV remote was not working. The bbq was dirty and the Jacuzzi had a chain on it.There was only one pool cue for the pool table. After waiting for 2 hours the place was cleaned but the stovetop&Oven had caked on dirt.In the meantime the Supervisor said that I should contact her if I have any more issues.I texted her at 8:00 to tell her that the porch light is out& that it is very dark and icy right outside the door, with 5 kids & 6 adults that was dangerous. She said she would replace the bulb in the morning.I texted her at 8:30 to tell her that one of the chairs is broken& the leather couch pillows have tears in them.She asked me not 2 text her anymore.Now its 12:30am and we are going to sleep, my friends found hairs on their pillows&in the bed.They are disgusted &want to leave,I looked in my bed and I found a couple in the bed but not on the pillows.We had to wash the sheets and pillow cases after midnight to convince the wives to stay.When we went to wash these articles we found hairs in the washer &drier. (have pics)I sent an email to the manager at 1:30am&mentioned everything & told them what a disappointing first day we had.I have stayed in Big Bear in a lot of nice cabins and I have never had this many issues especially when we were paying SO MUCH per night.Next day we went skiing, while we were at the resort, they left me a message to let me know that I could check out by 1:00pm that day and there would be no charge or $150.00 off the first night. What planet are they on, this proved to me that they DO NOT CARE about their customers.I am going to chk out & find another hotel with 10 other people with me.Also, $150.00 off? the whole first day till 2:00am was a disaster, ruined my vacation and they are offering me $150.00.On the last day (Fri morning) I asked for a late checkout, you'd think they would say no problem, they said I have to be out by 12:00.The same supervisor that told me not to text her came in at 11:20am and asked why we were not out.She was very rude and wanted us out right then and there, she could not believe that we given more time.So all of us got rushed out which made the last few minutes there as unpleasant as the first few hours when we first got to the cabin.The supervisor kept giving us an attitude till we left. SUPERVISOR WAS MICHELLE. by H. Gogoshian
Owner's Response: We want to start out by saying that we apologize sincerely that you feel this way. Since our other guests, who were departing the day of your arrival, departed late without our consent, this meant that the house would not have been cleaned completely by the time of your arrival. Sometimes these later check-outs happen unknowingly and, thus, cleaning begins later than expected. When the cleaners finished, you said that all was satisfactory and that the cleaners could leave. However, throughout the span of the afternoon and evening, you mentioned that many items were dissatisfying to you, thus contradicting what you previous said. Many of these items were minor issues that could be taken care of in the morning by our agent. Unfortunately, our agent could not handle all the issues that you kept noticing about our house immediately. We ask that you understand that we, the property owners, do not live in the vicinity nor are we equipped with 24 hour service. However, even with that in mind, we continued to do our best to appease your displeasure. Our handyman came over the evening to help fix all the broken amenities for you. You seem to fail to mention this within your review, and instead state that we did not care about you at all.
In regards to matters such as the Wi-Fi, a simple reset was all that was needed, in which we instructed you to do so. The Wi-Fi worked perfectly fine afterwards, though you mention that it did not work at all. The porch light, which you mentioned to be broken, was checked by our agent who found that it worked perfectly fine – it was not broken as you mentioned. Understanding the troubles that you and your guests went through, we decided to offer you two choices with your best interest in mind: compensation in the form of the night free, should you have wished to leave the house by the next morning, as we felt that you and your guests had such a rough stay at our house, or, $150 off the total cost of your two night stay, should you wish to stay. Through our phone call, you seemed nice and pleasantly said that you would stay for the rest of the duration. The truth is that we took care of all your major dissatisfactions throughout the course of that day. Minor and trivial items were taken care of in the morning, such as the repairing of the one pool stick. We cannot understand why you would write this horrible review of our house when we took great efforts in rectifying your troubles, and offering you reasonable compensation.
Helpful votes: 5/9
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