Allstar Lodging, Inc

Following further investigation of her concerns, we did do some further research also. She makes claims that the water is highly contaminated with e-coli. Which is true for some parts of the river, according to some of the reports, but not all parts. She continued to say that the cabin she rented...

was in the direct path of the highly contaminated area, in actuality it is in the 10-50% range which is a large window of difference. Now normally we do not offer a refund for such reasons, and we even offered to move her to another cabin that was not on the water. She refused stating that "what was she suppose to do sit on the porch" they wanted river access for their trip. So moving to another cabin was not an option for her. We have gone ahead and canceled her reservation and given her a full refund already.  We live here in the valley and use the river on a regular basis, along with our families and friends. We also rent cabins along with approximately 300 other rentals here in the valley. She states that we do nothing to inform our guests, but there has not been any information provided to us by local government or the health department to provide to the guest for such matters. We are not going to encompass and punish all of the valley as well as all parts of the [redacted] because of some reports that are clearly pertaining to the north fork which is on the other side of the mountain. We have hundreds of guests that come visit our valley and stay with us each and every week. And have yet to have or hear of any complaints about the water in the river, or any sickness that has occurred, or any other problems with our section of the [redacted]. If and when the health department does release such information and or warnings to us and the public, then by all means we will take measures to inform the guests accordingly. We have taken her concerns to heart and did offer her a full refund. We hope this satisfies things for now and did invite her to come in the future to enjoy the great fishing. If you have any questions please feel free to contact us directly.  ThanksZaneAllstar Lodging

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  It appears that the company is not willing to be reasonable.  We are very unhappy and disappointed with the way they are handling this.  Instead of offering a discount for the issue and keeping us as future customers, they have alienated us to the point we will not use their service again, and will also loose the recommendations we would have passed on to friends and colleagues.
Regards,
[redacted]

Dear Revdex.com;The person making this complaint never even stayed at the home, neither the reservation nor the payment was in her name. I have had numerous conversations with her. Her husband and his 2 dogs were the only ones at the home and he never communicated any of this to...

us.Apparently, the husband called his wife about a cleaning issue. We responded by offering to come up and clean the overlooked microwave or anything else that did not with his approval, but she declined.In good conscious, we offered a $90 partial refund which they did receive.It wasn't until after he got home that his wife contacted us about these other claims.We have had dozens of guests stay at this property and even return visitors, all of which had a very relaxing and peaceful stay. There may have been some excessive noise on that particular weekend he stayed, from other visitors or property owners in the area, but that is out of our control. Although, we do have a noise ordinance that can be enforced, but we have to know about the infraction. Had he contacted us and told us he was not satisfied with the location, we would have been happy to relocate him to another home.Per our contract: 19. ISSUES: If upon check in or during your stay you experience any
maintenance or housekeeping issues, please call ASL/owner of the
property as soon as possible so that we/they may have the opportunity to
correct any issues. We cannot properly address issues if you wait to
report them after you have checked out. We do not consider refunds based
on complaints/issues that are not reported upon check in or early
during the stay.We do everything we can to take care of our customers, but we can't help them after the fact. Obviously he called his wife, there is no reason he could not have called us.Regards,Carlos R[redacted]Allstar Lodging

We regret that you reject our response, but we stand by it.We did give you a $90 refund on your stay, we appreciate you waiting to see if things changed rather than call us, but we would have rather moved you and we would never be having this discussion.You stayed and used the property the term of the reservation and we feel the $90 refund is fair.

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.  I remain concerned about the health factor and lack of communication to vacationers of the risks. I was very polite and explained my logic, the data and the concerns which are public domain.  I'm glad they took this seriously and responded with a refund.  The public should know about these concerns and let the public make an informed decision.  
Regards,
[redacted]

Dear Revdex.com;The person making this complaint never even stayed at the home, neither the reservation nor the payment was in her name. I have had numerous conversations with her. Her husband and his 2 dogs were the only ones at the home and he never communicated any of this to us.Apparently, the husband...

called his wife about a cleaning issue. We responded by offering to come up and clean the overlooked microwave or anything else that did not with his approval, but she declined.In good conscious, we offered a $90 partial refund which they did receive.It wasn't until after he got home that his wife contacted us about these other claims.We have had dozens of guests stay at this property and even return visitors, all of which had a very relaxing and peaceful stay. There may have been some excessive noise on that particular weekend he stayed, from other visitors or property owners in the area, but that is out of our control. Although, we do have a noise ordinance that can be enforced, but we have to know about the infraction. Had he contacted us and told us he was not satisfied with the location, we would have been happy to relocate him to another home.Per our contract: 19. ISSUES: If upon check in or during your stay you experience any
maintenance or housekeeping issues, please call ASL/owner of the
property as soon as possible so that we/they may have the opportunity to
correct any issues. We cannot properly address issues if you wait to
report them after you have checked out. We do not consider refunds based
on complaints/issues that are not reported upon check in or early
during the stay.We do everything we can to take care of our customers, but we can't help them after the fact. Obviously he called his wife, there is no reason he could not have called us.Regards,Carlos R[redacted]Allstar Lodging