Antlers Resort & Marina

We had reservations starting November 23, 2016-November 25, We were given cabin The cabin heat did not work in the bedrooms, the heat and stove only heated the livingroom, the bedroom windows let in a steady cold breezeI reported the heat did not work to the front office and was told to give it time and the heat worked "great" in our cabinThe heat never did workWe tried moving the beds away from the windowsI could not sleep or get warm, and woke up very sick the next morningAlso, while cleaning to check out we found mouse droppings in our bed (under the sheets, but we slept basically in mouse droppings) and the front bedroomAn employee, ***, said if we left to leave keys and we would be refunded at least for our second night stayWe left the keys on the kitchen table per instructionThe cabin was also very DIRTY and unsanitarythere was food/finger marks all over the outer part of the refrigerator, mold in the bathrooms, mouse droppings and dirt on the floor

I am rejecting this response because: It is unlawful to rent a residence without adequate heat and basic necessitiesWe reported no heat at check in, I was told to waitThe lighter provided did not work, we did get assistance in lighting the BBQ, which we used while making dinner earlier in the night (it would have been smart for maintenance to leave a working lighter, I guess we should have thought of that too)When it became unbearably cold I attempted to use the defective lighter left at the cabin to light the wood stove, it worked intermittently and I was able to get some heat in the living room wood stoveIt did NOT work great and the supplies for the wood stove were meager at bestIn addition, the wood stove did nothing to warm the additional bedroomsIt was freezing and it was lateI talked to my other family members the following day about the cold, and they said they had all the spare heaters the resort had in their cabins because their cabins did not have heat eitherSo I knew without a doubt the resort had no way of providing adequate heat for my second night staySo I talked to *** and told him we were leavingHe understood and told me to check-out and leave the keys and we would get a refund for the second night stayI find it incredibly inhumane, inconsiderate, and unprofessional for this resort, where my family has stayed multiple times, in multiple units, for long periods of time, will not agree to refund one night stayOur entire family had issues, the resort was unprepared for our stay and are taking advantage of our family by providing horrible accommodations without any kind of warningThey were to also to provide bedding, the sheets and blankets are so thin and so old, it did nothing to provide heatThankfully, I brought enough bedding for our childrenI wish I can say the same for myself, I literally got pneumonia for three weeks after staying hereAlso, in regarding to the mouse feces throughout and general cleanliness, the unit was covered in mouse droppings, including in the bedsTheir response is that I brought the complaint up after my staywhen should I have brought it up - at check in before I even saw the unit??? Are they implying, I am reporting this out of spite?? I guess I am not surprised since they also told me I did not do enough in the middle of the night to get the cabin above degreesinstead of apologizing and refunding at least one night stay Just inspect the unit, a reputable, responsible lodging facility would have inspected the unit and discovered I was either right or wrong and included it in their responseInstead of defending the claim of rodent infestation, I am again to blame for not reporting in a timely manner. Antlers, your dispute resolution methods is the worst I have ever seen and I will see you in court

To whom it may concern,           On the afternoon of Wednesday, November 23rd, our guests for cabin #5 arrived. The [redacted] family checked into the office at approximately 4pm to place a security deposit and receive keys for their cabin. At that time, I...

([redacted]- office manager) had explained the holiday office hours, as well as after-hours contacts and security for the weekend. The [redacted] family was visiting with other cabin guests for Thanksgiving and proceeded to their cabin. About 20 minutes later, Mr. and Mrs. [redacted] returned to the office to ask about the heat. I explained that the heaters take a bit to warm up the cabin and that in addition, there is wood on the deck for their woodstove that works great. They were headed to the lodge for their early Thanksgiving dinner with family and they were satisfied. When I returned to work on Monday, I was advised by our Maintenance tech ([redacted]) that The [redacted] family had checked out early on Thursday afternoon. He proceeded to explain that they had advised him Thursday morning they were unhappy and had no heat. [redacted] offered to bring extra heaters and asked how else we might remedy the situation as the outdoor temperature was extremely cold during this time of year. The family advised they were not satisfied and they were already set on leaving early. Therefore, [redacted] explained the check-out procedures and advised that the office would be open the following Monday morning to discuss policies on leaving early. I had also learned that another maintenance tech ([redacted]) was in the laundry room Wednesday evening when he was approached by Mr. [redacted] for a new lighter to start their BBQ. [redacted] went to the cabin to assist in lighting the BBQ and at no time was the temperature of the cabin discussed. [redacted] explained that the family appeared content and everyone seemed upbeat and relaxed.            I received a call later Monday morning from Mrs. [redacted], where she discussed leaving early and her want for a refund. She proceeded to explain that she was unhappy with the older cabin and it being cold. She explained that the heater did not work well and that her husband was sleeping so she could not light a fire. Therefore, her and her children could not sleep due to the cold. I asked if she had called our afterhours line or checked in with our security guard for assistance with heating. I discussed the policies and procedures and attempts to make things more accommodating for her and her family. Mrs. [redacted] advised that they were not happy Thursday morning and that they decided to go home. When I proceeded to explain that we would have attempted to make things more comfortable, she argued that she wasn’t happy there and wanted a refund for the day. I explained our policies and she then became more upset stating that it was cold and dirty and that she wanted a complete refund for both days. I began to question the cleanliness of the cabin with Mrs. [redacted] as this was the first instance that it was brought up. She went on to advise that she had found mouse droppings under one of the beds. She was very upset demanding a refund for both days. At that point I had decided to place Mrs. [redacted] on hold and discuss the matter with my general manager. Taking into consideration information from all sides, the general manager and I had decided to follow through with our policy in not refunding the rental fee. However, due to her unsatisfying experience, we would offer a credit for her to return later and try the cabin experience again (possibly in a different season). She was very upset not to receive a cash refund and advised that she would be contacting the Revdex.com. I apologized that she did not have a better experience at that point she said she was done and got off the phone. If you have any questions in regards to this matter, please contact me at Antlers Resort & Marina [redacted]. Thank you.