American Patriot Getaways LLC

This letter is a second response to the same complaint already filed with the Knoxville BB and responded to by our staff on 06/09/when the guests were still in houseThe original complaint was as follows copied from the Knoxville Revdex.com website: Promised that the facility was handicapped
accessibleSpoke with a rep about specificsThey liedWe booked our trip almost a year in advance and spoke with a company representative about our specific concernsWe need a minimum of 32" doors and beds on a regular frame to accommodate a homer lift going under itFirst of when we arrived we were not even in the system and were denied access to the cabinWe drove two days to get here Upon arriving at the cabin some of the exterior doors were actually screwed shut, which is a safety is*** in itselfOnce we got inside it was very apparent that the doors were not 32" wideUpon measuring them, they were only 29" wide,but since the door swings up against the wall there is only 27" of accessMy husband s wheelchair will not even fit through thatWhen asked for a refund,we were told that was not possible,First of all trying to talk with a representative is very frustrating as nobody seems to have the ability to deal with your complaint,and we kept getting shuffled aroundWe asked for just a partial refund to cover our hotel room as the rest of our party was able to stay in the cabinWe were told that that was not possibleMy sister s and their spouses staying at the cabin have found that things have not been maintained very wellThe microwave doesn't work for example, and there are other issues which I can not really speak to as I am not staying there, but suffice it to say, when you pay what we paid for this vacation and you did your due diligence by speaking with a company representative in advance to address our specific concerns, I feel that we were blatantly lied toI do not want another individual to experience what we have experienced in dealing or should I say in trying to deal with these peopleOur response was as follows: This note is in response to a complaint filed by a ***, complaint # *** Our offices are familiar with ***'s problems accessing the home's facilities at Tennessee DreamerTennessee Dreamer is a privately owned bedroom log cabin lodge in the *** gated community managed by our companyThe property is NOT advertised as being handicap accessible or as ADA certifiedThe home is advertised with an outside ramp between levels and with a 36" entry doorOur offices have spoken and worked with the booking guest extensivelyHowever this is our first correspondence with S***, who is not listed on the reservationUpon checking into Tennessee Dreamer, the guests reported they could not get the custom, "extra wide and long" wheel chair into the cabin for their quadrapalegic guestUnfortunately the guest who booked the property did not inquire about any special needs for extra wide wheel chair access for the guest that is now leaving this complaint with your Revdex.com officeA lady by the name of S*** booked the reservation for the entire groupUp until this complaint all of the reservation process and subsequent correspondence has been with MrsS***S*** stated to us that she was informed of more accessibility, but our records confirm differentlyWe have just one call on our ELM to Mrs***We want to accommodate every guest no matter the situationWe did not have another cabin with greater handicap accessibility to offer the guests a relocation so we immediately dispatched maintenance to see if we could help to solve their problemsWhen maintenance arrived the disabled guest was not at the propertyThe guests that were present reported they already left to go get a hotelWe offered any solution we could offer including: bringing up a portable bed, moving one of the existing beds out of the bedroom to a more accessible area, and even removing a bedroom door frameRemoving the bedroom door frame would of provided the inches this complaint says was required for their accessHowever the booking guest who was present at the cabin with maintenance, S***, said they needed a whole inches to gain access and removing the door would not workThis is the first time we have heard of only needing inchesOur general manager spoke with the booking guest at this time who was unwilling to pur*** any offered solution and who ultimately hung up on our managerWe manage privately owned vacation homes and have a day cancellation policy like every lodging company in our marketOur office did make an exception to our lodging policy and offer Mrs*** the opportunity to check out with a refund of her stay in the form of a gift certificate to be applied to a future stay in a cabin of their choosingIt was declinedIn addition S*** was offered a cash refund for any nights we were able to rebook in Tennessee Dreamer if they checked out and we could make the cabin available again to other guestsThis too was declinedAs we write this response Tennessee Dreamer is still occupied by S*** and her partyWe regret that the booking guest did not find the cabin that fit all of her party's needsWe understand no one likes a change in their vacation plansHowever we found that she was not misinformed about accessibilityIn addition we have worked to provide exceptional customer service and demonstrated a willingness to break lodging policy and offer S*** options for refunds and credits if they could not stayHowever, the group in Tennessee Dreamer has stayed, and continues to stay in the cabin today, enjoying their vacation until their scheduled check out on 06/13/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
When we contacted the establishment it was my sister *** ***, *** Barton and myself we were on a speaker phone and asked about handicap accessibility because of our special circumstancesWe asked if all the doors were inches wide and the person helping us '***' We asked about the ramp, about the drive, parking area, the ramp would give accessibility to the first and second floor area, the bedrooms,--specifically the beds if they were up enough to get a hoyer lift under them We explained that we had a handicap person in our party and that he had special needs that had to be met so he could get into the cabin and move around. We were assured that the cabin would work and we booked the reservationI work in the Health Care field and have never heard the word 'handicap friendly' before either it is handicap accessible or notAs far as them being helpful or giving good Customer Service is a over statementWe contacted them a couple of times and at first we spoke with guest services whom sent the Maintenance person to the cabin. We made sure when we booked( but was given misinformation regarding door ways and many other issues) that one of the bedrooms would first go to *** and her Husband so they had the space they needed for all his equipment--the cot or coach would not work for him related to his special needsWe then spoke to a woman whom said she was the assistant manager She spoke with me and just kept saying they were sorry but there was nothing they could do other than the few offers they had given us to vacate the Cabin and take a voucher for another cabin at another time, or leave and see if the Cabin got rented out for any of the days we had booked and if it did we would be re-imbursed for those nightsThere was people staying in the Cabin whom had all ready paid over $3,dollars for this vacation to be told we would have to pay out even more money We asked to speak with the General manager in person so he may see what we were talking about as far as the wheelchair, the doorways, and the set up required for the person in our party with the disability and they would notHe called us on the phone and argued with my sister *** Reiff
Once again had they just been honest and up front about the cabin when we first tried to book it we would not have any of these problemsI feel we were lied to and given misinformation several times in order to get us to book the cabinSeveral years ago I had rented an American Patriot Cabin and it was a wonderful experience but I can not say it this time
Regards,
*** ***