Wilderness On The Lake

A member of our management team will be reaching out to attempt to resolve this issue

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***

To Whom It May Concern:We appreciate Ms***'s response and respect her right to disagree with our position. This is a matter of unforeseen circumstances (a leak due to heavy rainfall and a malfunctioning dishwasher) resulting in minor inconvenience. It is a service matter only and far from anything that could be considered advertisement. It remains the resort's position that appropriate and proportional compensation has been issued. No additional consideration will be offered.Respectfully,Wilderness Resort Board of Directors

To Whom It May Concern:We have attempted to make contact with the guest to discuss and potentially resolve any outstanding issues. We will handle this matter with the guest directly.Thank you,Wilderness Resort

We have reached out to the guest.  It was a computer error and has been resolved.

A member of our management team will be reaching out to attempt to resolve this issue.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The business also issued a partial refund on 6/18/15. The resort director (Joe)reached out to me on behalf of the business and my expectations were mat. This is the type of customer service that speaks values; when a person actually contact you to make things right.
Regards,
 
[redacted]

To Whom It May Concern:We appreciate Ms. [redacted] choice to bring this matter to the attention of the Revdex.com.  Please note that she has previously spoken with both the Resort Manager of Wilderness on the Lake and the Resort Manager of Wilderness Resort.  That said, we sincerely apologize to Ms....

[redacted] for her stay not meeting her expectations.  Although we understand that there are certain situations that cannot be controlled or prevented, we understand that even the smallest inconvenience can have a measured impact on a guest's stay.  For that reason, it is our practice to offer compensation proportional to any inconveniences experienced.  In this case, following a review of the maintenance issues described, Ms. [redacted] was credited approximately 20% of her total room bill.In light of her submission to the Revdex.com, we have reviewed the inci[redacted] in its entirety as well as the associated compensation offer.  While we respect her request for a refund of one night's rate and a complimentary spa stay, we do not feel that would be proportional and thus stand behind the original offer.  Again, we extend our sincerest apology to Ms. [redacted] for the unfortunate sequence of events.Sincerely,Wilderness Resort Board of Directors

Review: Booked a 3bedroom condo (5/23-5/26)and the ceilings leak the weekend & the dish washer seal leaked every time it was in use. I expected everything to be in working order as advised on website. However, this resort did not meet the safety needs of their guest. I had to put towel down to prevent water from spreading over the floor. At night, a bucket was used because we did not have enough towels.

I feel like the unit was not working to its full capacity and as a result I could not enjoy it.Desired Settlement: Of the $1,038 spent on condo for weekend management only offered $212.00. I want a refund for one night (5/24) I paid.

spa services/one night stay(Sudara) for the stress caused.

Business

Response:

To Whom It May Concern:We appreciate Ms. [redacted] choice to bring this matter to the attention of the Revdex.com. Please note that she has previously spoken with both the Resort Manager of Wilderness on the Lake and the Resort Manager of Wilderness Resort. That said, we sincerely apologize to Ms. [redacted] for her stay not meeting her expectations. Although we understand that there are certain situations that cannot be controlled or prevented, we understand that even the smallest inconvenience can have a measured impact on a guest's stay. For that reason, it is our practice to offer compensation proportional to any inconveniences experienced. In this case, following a review of the maintenance issues described, Ms. [redacted] was credited approximately 20% of her total room bill.In light of her submission to the Revdex.com, we have reviewed the inci[redacted] in its entirety as well as the associated compensation offer. While we respect her request for a refund of one night's rate and a complimentary spa stay, we do not feel that would be proportional and thus stand behind the original offer. Again, we extend our sincerest apology to Ms. [redacted] for the unfortunate sequence of events.Sincerely,Wilderness Resort Board of Directors

Consumer

Response:

Review: I reserved a cabin for a weekend. Besides the rental fee, I was forced to also put up a $1000 security deposit to cover any incidental damages to the property. When checking in, all rental and security deposit money was require up front. I was not allowed to inspect the property for damage before taken rental of the cabin. Upon entering the property I was immediately aware of damage to the property that was from the previous tenants. I contacted management about the damaged issues. Unfortunately, since I was forced to put up all money beforehand, I'm being charged for damage to the property that was not my fault. The security deposit is already removed from my account and since I was unable to inspect the property before taking rental. I am now responsible for damages that I did not do. While checking in, all forms needed to be signed and money deposited without any explanation. No documents were explained nor was there any attempt to explain all possible charges the I was responsible for. Also, charges for security deposit are witheld for up to 72 hours after checkout.Desired Settlement: Allow full inspection of any rental that requires a security deposit to ensure that any damage to the property is documented before renters take responsibility. Full explanation of what is and isn't covered with the security deposit. Full security deposit should be refunded immediately upon checkout and inspection for housekeeping services before checkin of next occupents who are allowed to check in at 4 pm the same day as previous renters checkout at 11 pm.

Business

Response:

To Whom It May Concern:It has long been our policy to collect security deposits on guest units within our privately owned developments. The policy is intended to protect the interests of both the resort and the owners of the individual units. The application of this policy is somewhat discretionary; however, any reservation consisting of only adults is subject to a security deposit of not less than $1,000.00. Reserving guests are made aware of the requirement vis-à-vis language on the reservation confirmation. Please see attached copy of Mr. [redacted] confirmation. The applicable policy language is plainly visible near the bottom.In this case, we applied policy with advance notification. The security deposit was taken in the form of a credit card authorization. These authorizations are typically released by the cardholder's issuing bank within 72 hours. As such, and in light of that fact that no damage charges were assessed to this reservation, the authorization amount should be released within the next day or two. If Mr. [redacted] does not see the funds released by the end of the week, my team would be happy to provide a letter to his bank to help expedite the process.We will continue to monitor both the application and efficacy of our security deposit policy moving forward. Thank you for bringing this matter to our attention.Thank you,[redacted]Director of Resort OperationsWilderness Resorts