Carolina Cabin Rentals, Inc

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12290127, and find that this resolution is satisfactory to me. Thanks very much for the thoughtful and thorough letter from Andrew at Carolina Cabins, explaining their point of view on what had occurred.I really appreciate their communication and responsiveness. I now know why this company is rated A+ with the Revdex.com.I would not hesitate to stay with them again in the future.Regards,
Bronwyn ***

Hi there.This complaint to the Revdex.com was first notice that the customer was dissatisfied I called the customer but was unable to connect $was refunded and the following email was sent to the customer: you repliedBcc: [email protected] agoHi
Bronwyn,When you rent from Carolina Cabin Rentals, you get our very best effort, a robust system of quality control and a team of professionals who care about your stay, and who work hard to that end. I just left a message for you at the number you provided as your day time numberI would also appreciate a call back from you to discuss your complaint to the Revdex.comI do wish you had been direct in your communication with us to avoid having to go to the Revdex.comIt is very rare that we get a complaint because our goal is to serve every customer and make right if there is a shortcoming in our serviceIdeally, we make it right by providing excellent service and corrective action when things go wrongIf a customer states dissatisfaction with our solution, we seek to address by moving the reservation to another property to solve the problemIf a move to another property is declined, it is our understanding that you are satisfied with the situationI'm sorry that our efforts did not meet your expectations. From our communications with you, it was not clear that we had failed to deliverIssues arise all the timeOur work is to address them promptlyI discussed your complaint with our guest services manager and she recalled that you declined our offer to move your reservation to another propertyFrom my notes, it appears that you were offered fans to make you more comfortable during the HVAC malfunction, and that we had a service provider at the property promptly to address the issue. Additionally, all our properties are required to have a pest control contractWe can't guarantee that there will be no pestsBut we can guarantee that we have taken appropriate action to control pests. I refunded $to your credit cardYour refund should show on your card in 3-business days.I'm confident in our services and in our teamSo if you would be kind enough to try us again, we would so appreciate being able to host your next visit to the NC high country.Thank you.

The customer was refunded fully with the following email: "Ashley,Here is the sequence of events regarding your stay:The customers who stayed before you reviewed Carolina Cabin Rentals, and the property, positively.The property was cleaned on 10/after a departure on that day.We inspected for
quality assurance on 10/19.You arrived late on 10/and reported an odor and flies getting into the houseWe promptly responded the following morning with a maintenance trip to investigate.The outcome of our maintenance trip was that no odor was detected, and there were about flies in the houseAn investigation of the attic area and the crawlspace turned up no cause of odorOur team-member speculated that a dry p trap was the cause of your odor issueWater was run to fill the p trapSince flies entering the property can be caused by fall weather, and hatching patterns in the great outdoors, and because it is impacted by the duration of time the doors are left open, it is not something we can control or preventNew traps were installed in the windows to mitigate.We refund if a house is uninhabitableWe refund if you depart due to dissatisfactionSince you stayed in the house for the full duration of your reservation, and since our maintenance trips reported minor issues, we sought to address your dissatisfaction with a $refund, which is an amount that we felt was generous considering the severity of your complaints.After departure, you requested a full refund after leveraging with a complaint to the Revdex.com.You had our best effort, a preventative quality control inspection, and prompt action when you reported issuesI'm disappointed too that we didn't measure up to your expectationsI also apologize that my reservations manager didn't communicate well regarding the first attempt to settle with you. I expect the customers following your visit will enjoy the property as much as those before youWe are not in agreement about the cleanliness or the rental-ready condition of the propertyBut we don't want disagreement to cause issues with our customersI processed a full refund to your credit cardPlease allow 3-days for processing. "

The customer was refunded fully with the following email: "Ashley,Here is the sequence of events regarding your stay:The customers who stayed before you reviewed Carolina Cabin Rentals, and the property, positively.The property was cleaned on 10/after a departure on that day.We inspected for
quality assurance on 10/19.You arrived late on 10/and reported an odor and flies getting into the houseWe promptly responded the following morning with a maintenance trip to investigate.The outcome of our maintenance trip was that no odor was detected, and there were about flies in the houseAn investigation of the attic area and the crawlspace turned up no cause of odorOur team-member speculated that a dry p trap was the cause of your odor issueWater was run to fill the p trapSince flies entering the property can be caused by fall weather, and hatching patterns in the great outdoors, and because it is impacted by the duration of time the doors are left open, it is not something we can control or preventNew traps were installed in the windows to mitigate.We refund if a house is uninhabitableWe refund if you depart due to dissatisfactionSince you stayed in the house for the full duration of your reservation, and since our maintenance trips reported minor issues, we sought to address your dissatisfaction with a $refund, which is an amount that we felt was generous considering the severity of your complaints.After departure, you requested a full refund after leveraging with a complaint to the Revdex.com.You had our best effort, a preventative quality control inspection, and prompt action when you reported issuesI'm disappointed too that we didn't measure up to your expectationsI also apologize that my reservations manager didn't communicate well regarding the first attempt to settle with you. I expect the customers following your visit will enjoy the property as much as those before youWe are not in agreement about the cleanliness or the rental-ready condition of the propertyBut we don't want disagreement to cause issues with our customersI processed a full refund to your credit cardPlease allow 3-days for processing. "

Hi there.This complaint to the Revdex.com was first notice that the customer was dissatisfied.  I called the customer but was unable to connect.  $650 was refunded and the following email was sent to the customer:  you repliedBcc: [email protected] mins agoHi...

Bronwyn,When you rent from Carolina Cabin Rentals, you get our very best effort, a robust system of quality control and a team of professionals who care about your stay, and who work hard to that end. I just left a message for you at the number you provided as your day time number. I would also appreciate a call back from you to discuss your complaint to the Revdex.com. I do wish you had been direct in your communication with us to avoid having to go to the Revdex.com. It is very rare that we get a complaint because our goal is to serve every customer and make right if there is a shortcoming in our service. Ideally, we make it right by providing excellent service and corrective action when things go wrong. If a customer states dissatisfaction with our solution, we seek to address by moving the reservation to another property to solve the problem. If a move to another property is declined, it is our understanding that you are satisfied with the situation. I'm sorry that our efforts did not meet your expectations. From our communications with you, it was not clear that we had failed to deliver. Issues arise all the time. Our work is to address them promptly. I discussed your complaint with our guest services manager and she recalled that you declined our offer to move your reservation to another property. From my notes, it appears that you were offered fans to make you more comfortable during the HVAC malfunction, and that we had a service provider at the property promptly to address the issue. Additionally, all our properties are required to have a pest control contract. We can't guarantee that there will be no pests. But we can guarantee that we have taken appropriate action to control pests. I refunded $650 to your credit card. Your refund should show on your card in 3-5 business days.I'm confident in our services and in our team. So if you would be kind enough to try us again, we would so appreciate being able to host your next visit to the NC high country.Thank you.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12290127, and find that this resolution is satisfactory to me.  Thanks very much for the thoughtful and thorough letter from Andrew at Carolina Cabins, explaining their point of view on what had occurred.I really appreciate their communication and responsiveness. I now know why this company is rated A+ with the Revdex.com.I would not hesitate to stay with them again in the future.Regards, 
Bronwyn [redacted]