Cozy Hollow Lodge

I am rejecting this response because: In response to the hotel: We left early because it was unhealthy for us to continue to stay in the room due to its condition: poor ventilation, a faulty fireplace, and heater The hotel cannot attest to anything concerning the inside of our room because they have no personal knowledge of what transpiredThey are making up information after the factNo hotel personnel/employee was present in our room during the time my girlfriend and I were in the roomThey also have no personal knowledge that the heater and fireplace were used at the same time and are only making excuses for not paying the refundSince we had to evacuate at 4/am in the morning, we did not have time to call We were merely trying to get out of there ASAPSurely, we did not want to be inconvenienced at such an early hour of the morning or end our stay in Big BearHowever, under the circumstances our health was more important so we had to escape from the premises as soon as possible to avoid further sickness [redacted] Project Manager Direct: [redacted] Office: [redacted] Fax: [redacted] [redacted]

I am rejecting this response because:
In response to the hotel: We left early because it was unhealthy for us to continue to stay in the room due to its condition: poor ventilation, a faulty fireplace, and heater . The hotel cannot attest to anything concerning the inside of our room because they have no personal knowledge of what transpired. They are making up information after the fact. No hotel personnel/employee was present in our room during the time my girlfriend and I were in the room. They also have no personal knowledge that the heater and fireplace were used at the same time and are only making excuses for not paying the refund. Since we had to evacuate at 4/5 am in the morning, we did not have time to call 911. We were merely trying to get out of there ASAP. Surely, we did not want to be inconvenienced at such an early hour of the morning or end our stay in Big Bear. However, under the circumstances our health was more important so we had to escape from the premises as soon as possible to avoid further sickness.   [redacted] Project Manager   Direct: [redacted] Office: [redacted] Fax: [redacted]   [redacted] [redacted]

Cozy Hollow Lodge [redacted] January 17, 2018 Revdex.com [redacted] ID# [redacted] We are responding to the complaint you received from our guest Mr. [redacted], that booked and stayed at our lodge December 29 through January 02, 2018....

Unfortunately the guest left early due to a complaint of "possible smoke inhalation". (unfounded) Prior to the guest staying and even after he checked out we have had continuous stays in this cabin with no complaints. The only thing we can positively contest to is that the guest had the heater turned up to over 80 degrees when using the fireplace at the same time. The cabin square footage is 220 sq. ft. and when both are used at the same time I can believe the heat would be unbearable. Which would cause a headache, which maybe they interpreted as something much worse. Unfortunately the guest will not be receiving any refund for the days they booked in a non-refund Holiday stay. We have refunded the Security Deposit which is separate from the room charge. My husband and I have written and signed the events that happened. We also have pictures of the way the cabin was left and well used, should for some reason you would like them they can be emailed over. I know anyone can make a formal complaint, but this is unfounded. They never called 911 at the time they felt they had "possible smoke inhalation" and we have not had any other contact with the guest Should you need anything further please let us know. [redacted] Cozy Hollow Lodge[redacted]