Frost Cabins, Inc.

1)  When I spoke with the renter during her stay, she did not mention any problems with the cabin, including the "greasy pots".  She actually stated she liked the accommodations very much and her only concern was the internet, which was quickly solved.  The cabin is in a rural area and we are paying for the fastest service that is available there. 
2)  The renter tried to submit the negative review as a retaliation for the $75 charge she was issued to her credit card for scratching the floors at the cabin. This charge is only to slightly off set the cost of repair.  It does not even begin to cover someone coming in and refinishing the floors in the spots that she damaged. 
3) The renter tried to submit a damaging review on VRBO website, even though she does not meet their eligibility criteria.  She did not book through VRBO and she did not receive the access code to the property through their hospitality manager.  Because of this, VRBO does not have any of her information.  If the renter booked on VRBO, it would have been preferable to me, as she would have been required to purchased property damage insurance that would have reimbursed me up to $1500 and covered the floor damage and the renter would not have been charged a penny.  
4) The renter is simply refusing to take the responsibility for her group's action and damage.  Because of situation like this, we require property damage insurance, which the renter refused to purchase before arriving to the property.  Now, she is unhappy about the consequences. 
5) We do not disclose to the renters who the owners of the property are. It is known who manages the property and it is sufficient for purposes of renting.  The renter has not seen the title to the property and has no right to speak about this issue, and no right to accuse me of lying publicly.  I will seek advice from my legal counsel, if the renter continues to slander my name or my business in this manner.
6) I suggest that the renter refers to her rental agreement for any further questions.
 
Best Regards,
Marta F[redacted]

Complaint: [redacted]I am rejecting this response because: I have proof showing the owner is lying about our stay. She stated in her emails with you that we did stay there, but told VRBO that we did not stay there (see attached) when trying to get them to remove my review. She changed the name on the contract for the reservation to a false name (still with my cc info and phone number, also attached). 
I have also attached a document showing my review, which was accepted by vrbo and is posted on their site (it's page 5 of that document, titled AVOID). VRBO required that I send in documentation proving I booked and stayed there, it did not have to be booked through their site. I did learn that the owner encouraging people to rent through her private site is against the policy of VRBO and they are now investigating that. Most of the problems we had were not with the property itself, but with the management. As you can see if my review, most of it is about the $75 charge, and encouraging others to book through VRBO, not her private site so that they have that extra layer of protection in case of a dispute. Had the manager of this property not been so difficult to work with, I likely would not have bothered writing a review about the greasy pots and water pressure issues. Those were inconveniences, not deal breakers for our group. 
As far as determining ownership of the property, the VRBO listing originally showed Marla and Jonathan F[redacted] as the owners, and it is very easy to verify ownership through the Valley County Assessor website. 
Working with Frost Cabins has been very challenging. After I posted the review initially I received a phone call from Marla screaming at me and threatening to sue me if I did not remove my review. She also stated in that call that she could tell from my profile picture that I was LDS and that she would screen against LDS customers in the future. She has not been honest with VRBO in stating we did not stay there when we did, and in changing legal rental documents after the fact. 
The original charge of $75 was unjustified, but the lying and problems dealing with this company after the fact are the biggest thing that other consumers need warned about. The property itself is fine, the management has been very frustrating. 
The wood floor has/had many other scratches on it before we arrived. Minor scratches, especially by entrances where people are taking on and off shoes are normal wear and tear. My honest review is protected under free speech and does not contain anything slanderous. It was investigated and accepted by vrbo and is posted on their website.
Thank you.
Sincerely,[redacted]

Dear Revdex.com,
 
This letter is in response to complaint ID [redacted].   
 
On 07/26/2016, at 6:30 PM [redacted] made an online reservation at our cabin for three future days, which were 11/09/2016 (with a 4:00 PM check-in) until 11/12/2016 (with an 11:00 AM...

check-out).  Upon making the reservation she included the following note:
 
This will be a group of moms for our annual mom retreat. I saw an option of a $1500 deposit and would like to do that option instead of the insurance if possible. We always leave the properties we rent very clean.
 
On 07/26/2016, at 10:27 PM, we replied:
 
…per your request, your credit card was reimbursed $59 for the insurance, no insurance will be purchased for your group.
 
On 07/26/2016, at 10:28 PM, a $59 refund was issued to [redacted].
 
On 11/12/2016, at 11:45 AM, our cleaning personnel arrived to clean the cabin.  They reported that [redacted]’s group still occupied the cabin, even though the agreed upon check-out time was 11:00 AM.  The cleaners indicated it appeared the group was in the process of loading their belongings into their vehicles, so they waited until the group departed at approximately 12:00 PM before entering the cabin. 
 
In the Rental Agreement that [redacted] digitally signed, there is a provision which indicates extra charges will apply for late check-outs.  While we had the right to charge [redacted] for this unauthorized late check-out, we chose not to do so.
 
The cleaning personnel reported the cabin was much dirtier than other typical three-day stays and would require more time to clean.  They specifically mentioned that many items were sticky, including glass doors, walls, furniture and counter tops.  They also mentioned how dirty the floors were, which was unusual since guests are requested to remove their shoes.  They sent us pictures of new scratches in the floors that were approximately 18” in length.   
Shortly after [redacted]’s group left, the owner of the cabin arrived to inspect and commented how dirty the floors were.  It is noteworthy to mention that he said that [redacted]’s group:
 
Left the cabin excessively dirty, especially the floors.  The posted “Please Remove Shoes” sign was likely not adhered to.  Small rocks in shoes appear to have damaged the floors.
 
On 11/15/2016, at 10:49 AM, we sent [redacted] the following note:
 
We have found scratches on the wood floor main level near the front entry door by the stairs and by the exit doors that lead to the garage. 
 
The charge for repairing the scratches is $75.  Invoice is attached.
 
On 11/15/2016, at 11:47 AM, we replied to [redacted]’s response email, where she indicated that her group was extremely careful and denied doing any damage:
 
…Please see attached pictures of the scratches.  They were noticed by our cleaning crew, who came in after your group left. 
 
This type of stay does not fall under landlord/tenant law, per The Department of Consumer Affairs:
 
If you are a resident in a hotel or motel, you do not have the rights of a tenant in any of the following situations:
1.     You live in a hotel, motel, residence club, or other lodging facility for 30 days or less, and your occupancy is subject to the state’s hotel occupancy tax.
 
We paid the State of Idaho the required occupancy tax for [redacted]’s stay.  Therefore, the pamphlet regarding Landlord and Tenant Guidelines, that [redacted] referred to in her complaint, has no bearing in this situation.  The Rental Agreement is the document that provides direction and since it states that, “Lodging guest(s) shall be liable for any and all damages beyond reasonable wear and tear…”, we determined that 18” scratches would fall under this definition. 
 
We chose to exercise our right in the Rental Agreement to charge [redacted] for this damage and we are denying her request for a $75 refund.
 
Very respectfully,
 
Marta F[redacted]
Frost Cabins
[redacted]

Complaint: [redacted]I am rejecting this response because: The owner is lying. After we left, she contacted me about the scratches (the emails are attached). She never said ANYTHING about it being dirty or sticky until now. In my review I did state that pans were greasy and we had to wash things before we could use it. (I can submit a copy of my vrbo review as well if needed.) I did leave 15 minutes late because I was waiting to move the load of laundry from the washer to the dryer. (The instructions said it could be several days before someone came to clean it and I didn't want to leave wet rags. When the cleaning person showed up, I told her we had just moved it and she thanked me and we left.) Nothing was said about that either. The areas where she is saying there are scratches are right near the two door where everyone did leave their shoes-- the front entrance and the door by the garage. 
After I left a review on VRBO, she contacted them stating we did not stay there and I was required to submit documentation to them to prove we were there (that is also attached.) She also fraudulently changed the name on the online version on the contract--- it still showed my credit card info and phone number, but a false name. I can submit a copy of that as well if needed. I've attached a page with photos showing the group of us there and several showing the rooms as we left with beds stripped for washing. 
Also when she makes comments about what the owner said, the owner is her and her husband. None of that was ever communicated with me. I am happy to collect letters from the other women who stayed at the cabin about the condition of the home when we left if that would be helpful. Thank you for your help! 
 
 
 
Sincerely,[redacted]