This guest stayed with us from Saturday 8/6 until Saturday 8/13. Air conditioning was reported as not working on Thursday( the 6th day of her stay ) and within two hours a new air conditioner was installed. The wifi was reported as not working and within 30 minutes it was operable ( the modem had...
been unplugged). The dishwasher was reported as not thoroughly cleaning dishes on Thursday and within 1 hour the clogged soap dispenser ( overloaded with soap by the user) was cleaned out and the problem was solved. The washer dryer was reported as not working on Tuesday and the manager offered to wash, dry and fold all her laundry at any/all times of her stay on our in house private laundry facility which we did on every occasion requested by the guest. Housekeeping reports show this guest did not always want this service and requested towels only and that no one enter the room n multiple occasions. Additionally our room inspection showed all these 4 "issues" as 100% operational prior to this guest occupying the suite. Our manager [redacted] and the house keepers demonstrated exceptional service and agility and did and outstanding job to remedy all issues as illustrated above. Thank you
I stand behind my response to the original complaint as factual and an accurate depiction as to the time, date and specific nature of our reaction and timing of such a reaction. Now, further "details" and allegations are added to the original complaint that are simply inaccurate. Despite the threatening demands of this guest at check out and left with my office in my absense I would have spoken to them upon my return. However, within 48 hours multiple inaccurate comments were left on several social media sites.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
[As stated in my original complaint, the wi-fi was not a matter of being unplugged. The modem was BROKEN. Another modem was brought to the room, and that, too, was BROKEN. After that, we were given the log in code for Unit#15, but that didn't work either. Then we were given the modem code for Unit #17, and while that worked, it meant the wi-fi service was very slow, with lots of "scrolling time." It also meant that the afternoon of our "vacation" was spent running up and down the stairs to the office, trouble shooting the wi-fi issue. It also meant that the "high speed internet service" the Crow's Nest advertises is not what we found, which was especially problematic when you have two teenage boys. Next, when I discovered that the washer/dryer didn't work, I again went downstairs to ring the bell and wait for the mgr, [redacted], to come to the desk. She said, "Oh, yes, we've been having problems with that." So it was NOT that everything was in working order before our arrival. [redacted] then offered to wash my clothes--a nice gesture, but I paid for the convenience of having my own washer/dryer to use whenever I wanted, and not having to go downstairs and find [redacted] to ask if she minded washing our clothes! It was more problematic because my partner is 6'6" and we do not dry his clothing for fear it will shrink. The ONLY load, and a very small one at that, that we finally asked [redacted]'s staff to do, was handed over with the request that my partner's shirt not get put in the dryer. But in fact it was returned to us having been dried. As for the dishwasher, it took me a few loads to realize that it, too, was not functioning properly and not simply that our dishes were extra dirty and/or needed better rinsing before putting in the dishwasher. And, as with the other amenities that were not working, I went back downstairs to report this next problem to [redacted]. Later that day, she came up and unclogged some drain in the dishwasher. But perhaps that could have been addressed prior to our arrival. And, finally, in terms of amenities, there was the broken A/C unit, which at first just blew warm air, and then died altogether, about 15 minutes after we turned it on. It is true that we never had cause to turn the A/C unit on until our 6th day there, but it's also true that when we went to use it, it, too, was BROKEN. [redacted] went out later in the afternoon to buy an A/C unit after she learned that our broken one was on back order from the manufacturer. [redacted] returned at approximately 5:30pm to install a small window unit after we had sweltered through the hottest day during the week we were up there. But again, it's the idea that we paid to have a nice, trouble free week at a cost of $3,246, only to spend our week trouble shooting each amenity issue with [redacted]. We wanted, and PAID FOR, a relaxing and comfortable week. What we got was a lot of inconvenience and headache. As for housekeeping, there was a "Help Wanted" sign posted as we drove in the first day and which stayed posted for our week stay. When we arrived for check in, we had to ring the bell and wait for [redacted] to come because she was busy, she said, lending a hand to her house keeping staff. She arrived red faced and sweating because it was a hot day. So, clearly, when I say that housekeeping was spotty, there might be some truth to my complaint because of staffing issues. I took a photo of the filthy floor under our bed and the old, dirty baseball cap we found there after I bent down to find an earring I'd dropped and made the mistake of lifting the dust ruffle. What puzzles me is that the owner, [redacted], continues to hide behind his manager, [redacted], instead of offering an apology and refunding a portion of what we paid. That's what I believe to be just and fair, given our experience there. [redacted], just down the road, is $1,000 cheaper per week because they don't offer the same amenities as the Crow's Nest advertises but didn't deliver. We spent far too much of our vacation time reporting what was broken and being inconvenienced by the trouble shooting involved and the various "fixes." Mr. [redacted] continues to misrepresent things and ignore the inconvenience we were caused. My family and I rented a beach apartment for 20 YEARS at the [redacted] without a single incident. This is just plain bad business, which is why I'm lodging a complaint with the Revdex.com. ]
Regards,
[redacted]
This guest stayed with us from Saturday 8/6 until Saturday 8/13. Air conditioning was reported as not working on Thursday( the 6th day of her stay ) and within two hours a new air conditioner was installed. The wifi was reported as not working and within 30 minutes it was operable ( the modem had...
been unplugged). The dishwasher was reported as not thoroughly cleaning dishes on Thursday and within 1 hour the clogged soap dispenser ( overloaded with soap by the user) was cleaned out and the problem was solved. The washer dryer was reported as not working on Tuesday and the manager offered to wash, dry and fold all her laundry at any/all times of her stay on our in house private laundry facility which we did on every occasion requested by the guest. Housekeeping reports show this guest did not always want this service and requested towels only and that no one enter the room n multiple occasions. Additionally our room inspection showed all these 4 "issues" as 100% operational prior to this guest occupying the suite. Our manager [redacted] and the house keepers demonstrated exceptional service and agility and did and outstanding job to remedy all issues as illustrated above. Thank you
I stand behind my response to the original complaint as factual and an accurate depiction as to the time, date and specific nature of our reaction and timing of such a reaction. Now, further "details" and allegations are added to the original complaint that are simply inaccurate. Despite the threatening demands of this guest at check out and left with my office in my absense I would have spoken to them upon my return. However, within 48 hours multiple inaccurate comments were left on several social media sites.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
[As stated in my original complaint, the wi-fi was not a matter of being unplugged. The modem was BROKEN. Another modem was brought to the room, and that, too, was BROKEN. After that, we were given the log in code for Unit#15, but that didn't work either. Then we were given the modem code for Unit #17, and while that worked, it meant the wi-fi service was very slow, with lots of "scrolling time." It also meant that the afternoon of our "vacation" was spent running up and down the stairs to the office, trouble shooting the wi-fi issue. It also meant that the "high speed internet service" the Crow's Nest advertises is not what we found, which was especially problematic when you have two teenage boys. Next, when I discovered that the washer/dryer didn't work, I again went downstairs to ring the bell and wait for the mgr, [redacted], to come to the desk. She said, "Oh, yes, we've been having problems with that." So it was NOT that everything was in working order before our arrival. [redacted] then offered to wash my clothes--a nice gesture, but I paid for the convenience of having my own washer/dryer to use whenever I wanted, and not having to go downstairs and find [redacted] to ask if she minded washing our clothes! It was more problematic because my partner is 6'6" and we do not dry his clothing for fear it will shrink. The ONLY load, and a very small one at that, that we finally asked [redacted]'s staff to do, was handed over with the request that my partner's shirt not get put in the dryer. But in fact it was returned to us having been dried. As for the dishwasher, it took me a few loads to realize that it, too, was not functioning properly and not simply that our dishes were extra dirty and/or needed better rinsing before putting in the dishwasher. And, as with the other amenities that were not working, I went back downstairs to report this next problem to [redacted]. Later that day, she came up and unclogged some drain in the dishwasher. But perhaps that could have been addressed prior to our arrival. And, finally, in terms of amenities, there was the broken A/C unit, which at first just blew warm air, and then died altogether, about 15 minutes after we turned it on. It is true that we never had cause to turn the A/C unit on until our 6th day there, but it's also true that when we went to use it, it, too, was BROKEN. [redacted] went out later in the afternoon to buy an A/C unit after she learned that our broken one was on back order from the manufacturer. [redacted] returned at approximately 5:30pm to install a small window unit after we had sweltered through the hottest day during the week we were up there. But again, it's the idea that we paid to have a nice, trouble free week at a cost of $3,246, only to spend our week trouble shooting each amenity issue with [redacted]. We wanted, and PAID FOR, a relaxing and comfortable week. What we got was a lot of inconvenience and headache. As for housekeeping, there was a "Help Wanted" sign posted as we drove in the first day and which stayed posted for our week stay. When we arrived for check in, we had to ring the bell and wait for [redacted] to come because she was busy, she said, lending a hand to her house keeping staff. She arrived red faced and sweating because it was a hot day. So, clearly, when I say that housekeeping was spotty, there might be some truth to my complaint because of staffing issues. I took a photo of the filthy floor under our bed and the old, dirty baseball cap we found there after I bent down to find an earring I'd dropped and made the mistake of lifting the dust ruffle. What puzzles me is that the owner, [redacted], continues to hide behind his manager, [redacted], instead of offering an apology and refunding a portion of what we paid. That's what I believe to be just and fair, given our experience there. [redacted], just down the road, is $1,000 cheaper per week because they don't offer the same amenities as the Crow's Nest advertises but didn't deliver. We spent far too much of our vacation time reporting what was broken and being inconvenienced by the trouble shooting involved and the various "fixes." Mr. [redacted] continues to misrepresent things and ignore the inconvenience we were caused. My family and I rented a beach apartment for 20 YEARS at the [redacted] without a single incident. This is just plain bad business, which is why I'm lodging a complaint with the Revdex.com. ]
Regards,
[redacted]