Brynwood on the River (Former Owner)

It is always disheartening when someone doesn't enjoy their stay with usI emailed a copy of the bill to the guest and results from [redacted] , Wild Life Biologist B.Swho is the best technician according to [redacted] that they haveHe came immediately when we called him to verify we didn't have a "bug" problemHe stated on the paperwork that "he inspected interior at all nesting sites, voids, cracks and or crevices to identify pest activityNo evidence of bedbug activity." He told our manager that he couldn't see any signs of bug activityWe record everything under someone's reservation good, bad or anything because there are of us that work in the office We note anniversaries, birthdays, kids names, death of a spouse, if they like it or have a problem...we have done this for years so that we can know details of a guest's stayShe told our manager and our housekeeper that she had sensitive skin and it could be an allergyOur manager said, "Maybe it was the hot tub", then she said (reading off her info under her reservation)"That, or maybe the soap or lotions"We offered to even change her sheets and wash them in ***...she brushed it off saying it wasn't necessary, that her husband had not had an issueWe had a family stay in [redacted] for a week the 18th through the 24th with no complaints and just raved about it when departingMy son and his family stayed in it the night before she arrived with no bug bites eitherThe various parties in there since have had no complaints and have added an extra nightsI’m not sure what she had, but it isn’t bites from hereAs far as the accommodations there has never been a love seat in that cabin, nor would one fit in there where a chair isIt has always been a hide-a-bed couch and some kind of chairThe only difference in the picture is it is a newer couch and a newer chair of a different designWe actually had a vacation home available that we could have moved her into for the same price had her concerns been brought to our attention during her stayWhen things “go wrong” in the cabin then maintenance needs to be called promptly so that we can fix thingsThe managers were there the entire time waiting for emergency calls which we have hour maintenance on call days a week No calls were ever made We didn't even know anything was wrong with the cabin maintenance wise until check-out time They stayed all days hardly ever leaving the cabin...they told the housekeeper to just leave the basket instead of going in We told her that had they come up that first morning and told us that the cabin was not going to work for them we would have given them a total refund...but they stayed all days and then wanted compensation I could have rented that cabin many times over Thanksgiving Weekend and either put them into a vacation home for the same price or refund them so they could find anther place We would have been happy to do so But nothing was said until check-out time other than her sensitive skin problem! calls on the number you were given for just those times hours a dayWe always have someone there on the property to accommodate our guests for any problems that might occurOur housekeeper was told to “just leave the basket” instead of coming in to service youWe cannot resolve problems that have not been brought to our attentionOn the rare occasion when someone is unhappy with their accommodations, our policy is to either offer them different accommodations on our property that might better meet their needs, or if the problem can't be resolved refund their money immediately so they can find different accommodations elsewhereHowever, if no problems are brought to our attention during the guest's stay, and they stay for their entire time, refunds aren't typically givenI understand that people work hard for the money to go on vacationsThat's why we try very hard to meet or exceed all of our guests expectationsWe can't resolve problems that are not brought to our attentionThe only thing brought to our attention were your skin issues, which you said at the time could be the result any number of thingsTell us why here

Complaint: ***
I am rejecting this response because:We received a call the eve of Thanksgiving and were told that the front office was closingOur keys were left on the front door of the office when we arrived around There was no one to call with concerns The housekeeper was the first person we saw on Friday.When the housekeeper showed up, my children were asleepThe housekeeper indicated SHE had sensitive skin when I showed her the bites on my wristSHE SUGGESTED AN ALLERGYAT NO TIME DID I INDICATE I HAD SENSITIVE SKIN OR THAT I THOUGHT IT WAS AN ALLERGYBecause no one else got bit, we stayed another nightAdditional bites were received that night on my legs and stomachWe checked out that dayThere are many statements in this "dialog" from the owner that are not correctWe were never offered any sort of "move" or any other accommodationsIF ONE REPORTS BITES TO A HOUSEKEEPER, WHY WEREN'T DIFFERENT ACCOMMODATIONS OFFERED AT THAT POINT? How does the owner know what our activities included? That we rarely left the property???? How could she possibly knowHer statements are not fact based, she does not accept responsibility for running a property that is dilapidated and in need of cleaning and repair. WHEN I EXPRESSED CONCERN TO THE OFFICE, THE PERSON BEHIND THE DESK TOLD ME THE "OWNER" WAS OUT OF TOWN AND WOULD NOT RETURN UNTIL TUESDAY, DECEMBER 2NDI CONTACTED THE OWNER IMMEDIATELY UPON RETURN
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:WOW- The letter attached is an excellent example of the dishonesty of this place:  1) We received a call around 4 or 5 pm on Wednesday the 26th saying the office was closing due to an emergency.2) There were no lotions in this cabin - there wasn't even [redacted] available, kitchen trash bags were provided but they were the size of the bathroom container and way too small for the kitchen. My husband and I went to [redacted] Thanksgiving morning and PURCHASED trash bags, paper towels and [redacted] for our own use. 3) The drop off of the basket person on Friday morning indicated SHE HAD SENSITIVE SKIN AND SHE HAD HER SHEETS LAUNDERED IN A SPECIAL DETERGENT . I DID NOT INDICATE I HAD SENSTITIVE SKIN. I did get a call from the "office" after I told the Basket person about the bites, she asked if I wanted the sheets laundered differently.  I knew it wasn't the laundrey detergent that had caused these bites. I thought that perhaps a spider had bitten me the first night. There were webs all over the light fixture above the bed.- I was shocked I had bug bites and did not want to believe it - they were on my wrist that night and the back of my leg.  When I received bites the second night on my ankles I no longer thought it was a spider but some other insect. We bagged everything up and check out that morning.  I never went in the Hot Tub the entire visit - my children and husband yes, they went in the hot tub.Regarding the TRASHED comment - towels were placed in the bathtub and all trash was in the trash cans and in the bags . There was no trashing of the cabin or garbage on the floor. We had coolers and took everything out of the refrigerator that we had brought. I washed every dish that we had used by hand, as the unit does not have a dishwasher. Again, this statement speaks to the dishonesty of this establishment.Regarding Nasty Comment - Yes,I did inform the office staff that something had bitten me and that I would like to speak to the owner. I made sure no other guest was in the office when I made this statement, because I don't want to ruin a business. Nasty - who know if stating the truth and someone not wanting to hear it can be construed as nasty.I felt at the time that some sort of compensation would have been appropiate, but I no longer care about the compensation or lack of. My point of this complaint is that I believe due to the owners response and shirking of responsibility, someone else will fall victim to the the infestation of this unit and they too will have bites, need to bad all belongings and launder to make sure that no contamination occurres in their homes.Again, this place is a dumb inside. The view is beautiful but the unit is in need of extermination and a major fix up.
Regards,
[redacted]

It is always disheartening when someone doesn't enjoy their stay with us. I emailed a copy of the bill to the guest and results from [redacted], Wild Life Biologist B.S. who is the best technician according to [redacted] that they have. He came immediately when we called him to verify we...

didn't have a "bug" problem. He stated on the paperwork that "he inspected interior at all nesting sites, voids, cracks and or crevices to identify pest activity. No evidence of bedbug activity." He told our manager that he couldn't see any signs of bug activity. We record everything under someone's reservation good, bad or anything because there are 3 of us that work in the office.  We note anniversaries, birthdays, kids names, death of a spouse, if they like it or have a problem...we have done this for 35 years so that we can know details of a guest's stay. She told our manager and our housekeeper that she had sensitive skin and it could be an allergy. Our manager said, "Maybe it was the hot tub", then she said (reading off her info under her reservation)... "That, or maybe the soap or lotions". We offered to even change her sheets and wash them in [redacted]...she brushed it off saying it wasn't necessary, that her husband had not had an issue. We had a family stay in [redacted] for a week the 18th through the 24th with no complaints and just raved about it when departing. My son and his family stayed in it the night before she arrived with no bug bites either. The various parties in there since have had no complaints and have added an extra nights. I’m not sure what she had, but it isn’t bites from here. As far as the accommodations there has never been a love seat in that cabin, nor would one fit in there where a chair is. It has always been a hide-a-bed couch and some kind of chair. The only difference in the picture is it is a newer couch and a newer chair of a different design. We actually had a vacation home available that we could have moved her into for the same price had her concerns been brought to our attention during her stay. When things “go wrong” in the cabin then maintenance needs to be called promptly so that we can fix things. The managers were there the entire time waiting for emergency calls which we have 24 hour maintenance on call 7 days a week.  No calls were ever made.  We didn't even know anything was wrong with the cabin maintenance wise until check-out time.  They stayed all 3 days hardly ever leaving the cabin...they told the housekeeper to just leave the basket instead of going in.  We told her that had they come up that first morning and told us that the cabin was not going to work for them we would have given them a total refund...but they stayed all 3 days and then wanted compensation.  I could have rented that cabin many times over Thanksgiving Weekend and either put them into a vacation home for the same price or refund them so they could find anther place.  We would have been happy to do so.  But nothing was said until check-out time other than her sensitive skin problem!  calls on the number you were given for just those times 24 hours a day. We always have someone there on the property to accommodate our guests for any problems that might occur. Our housekeeper was told to “just leave the basket” instead of coming in to service you. We cannot resolve problems that have not been brought to our attention. On the rare occasion when someone is unhappy with their accommodations, our policy is to either offer them different accommodations on our property that might better meet their needs, or if the problem can't be resolved refund their money immediately so they can find different accommodations elsewhere. However, if no problems are brought to our attention during the guest's stay, and they stay for their entire time, refunds aren't typically given. I understand that people work hard for the money to go on vacations. That's why we try very hard to meet or exceed all of our guests expectations. We can't resolve problems that are not brought to our attention. The only thing brought to our attention were your skin issues, which you said at the time could be the result any number of things. Tell us why here...