Destination Big Bear

Initial Business Response / [redacted] (1000, 17, 2016/06/08) */ re: case [redacted] I looked at the history of the rental with the customer and see that we did in fact bring out a space heater for the one room that was not heating out and for the complaint onthe BBQthe BBQ was working but the customer did not know how to use it - Maintenance did stop by the house and brought out a new BBQ and space heatersWe were not able to get a licensed contractor out on the holiday week to fix the heat in the one room but we find that the space heaters work great so we hoped to resolve thatAs far as any other items of what was listed in this complaint here, the customer did not make us aware of so we were not able to fix that item We also offered them a late check out as well as the late check in - which normally cost an extra $at no chargeThey did accept both They wanted to be moved originally but we were completely booked up for the number of people their party sleptWe had no where we could move them toThey did decide to stay the full time No credits were asked of them either I have no notations of any other issues with this houseIf the house was not clean, we would have sent a cleaner out to make it right but that was not the case here We do want all of our customers to be happy We also believe that since they rented the cabin on 11/and stayed on 11/27, they may have settled for something without taking more time to look for what they really wanted in a cabinOur experience is that people who book a place a few days or less before their stay, might not have as great of a time over those who take time to find the right fit for themHoliday stays book up fast in advanced We wish they had a better time and we will certainly will talk to the owner of the property to make any improvementsif the owner of the house is not willing, we will note this so future renters can decide if they want to stay there or not If you should need anything else from me, please let me know - thanks [redacted] Destination Big Bear

Initial Business Response /* (1000, 17, 2016/06/08) */
re: case [redacted]
I looked at the history of the rental with the customer and see that we did in fact bring out a space heater for the one room that was not heating out and for the complaint onthe BBQ. the BBQ was working but...

the customer did not know how to use it - Maintenance did stop by the house and brought out a new BBQ and space heaters. We were not able to get a licensed contractor out on the holiday week to fix the heat in the one room but we find that the space heaters work great so we hoped to resolve that. As far as any other items of what was listed in this complaint here, the customer did not make us aware of so we were not able to fix that item.
We also offered them a late check out as well as the late check in - which normally cost an extra $100 at no charge. They did accept both.
They wanted to be moved originally but we were completely booked up for the number of people their party slept. We had no where we could move them to. They did decide to stay the full time.
No credits were asked of them either.
I have no notations of any other issues with this house. If the house was not clean, we would have sent a cleaner out to make it right but that was not the case here.
We do want all of our customers to be happy.
We also believe that since they rented the cabin on 11/26 and stayed on 11/27, they may have settled for something without taking more time to look for what they really wanted in a cabin. Our experience is that people who book a place a few days or less before their stay, might not have as great of a time over those who take time to find the right fit for them. Holiday stays book up fast in advanced.
We wish they had a better time and we will certainly will talk to the owner of the property to make any improvements. if the owner of the house is not willing, we will note this so future renters can decide if they want to stay there or not.
If you should need anything else from me, please let me know - thanks
[redacted]
Destination Big Bear