Complaint: [redacted] I am rejecting this response because: The owner is lyingAfter we left, she contacted me about the scratches (the emails are attached)She never said ANYTHING about it being dirty or sticky until nowIn 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 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 ragsWhen 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 eitherThe 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 nameI can submit a copy of that as well if neededI'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 husbandNone of that was ever communicated with meI 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 helpfulThank you for your help! Sincerely, [redacted] ***
Dear Revdex.com, This letter is in response to complaint ID [redacted] On 07/26/2016, at 6:PM [redacted] made an online reservation at our cabin for three future days, which were 11/09/(with a 4:PM check-in) until 11/12/(with an 11:AM check-out) Upon making the reservation she included the following note: This will be a group of moms for our annual mom retreatI saw an option of a $deposit and would like to do that option instead of the insurance if possibleWe always leave the properties we rent very clean On 07/26/2016, at 10:PM, we replied: per your request, your credit card was reimbursed $for the insurance, no insurance will be purchased for your group On 07/26/2016, at 10:PM, a $refund was issued to [redacted] *** On 11/12/2016, at 11: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: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: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 ***’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: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 $ Invoice is attached On 11/15/2016, at 11: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: You live in a hotel, motel, residence club, or other lodging facility for 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 $refund Very respectfully, Marta F [redacted] Frost Cabins [redacted]
Complaint: [redacted] I am rejecting this response because: I have proof showing the owner is lying about our stayShe 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 reviewShe changed the name on the contract for the reservation to a 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 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 siteI did learn that the owner encouraging people to rent through her private site is against the policy of VRBO and they are now investigating thatMost of the problems we had were not with the property itself, but with the managementAs you can see if my review, most of it is about the $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 disputeHad 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 issuesThose 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 challengingAfter 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 reviewShe 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 futureShe 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 $was unjustified, but the lying and problems dealing with this company after the fact are the biggest thing that other consumers need warned aboutThe property itself is fine, the management has been very frustrating The wood floor has/had many other scratches on it before we arrivedMinor scratches, especially by entrances where people are taking on and off shoes are wear and tearMy honest review is protected under free speech and does not contain anything slanderousIt was investigated and accepted by vrbo and is posted on their website Thank you Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: The owner is lyingAfter we left, she contacted me about the scratches (the emails are attached)She never said ANYTHING about it being dirty or sticky until nowIn 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 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 ragsWhen 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 eitherThe 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 nameI can submit a copy of that as well if neededI'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 husbandNone of that was ever communicated with meI 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 helpfulThank you for your help! Sincerely, [redacted] ***
Dear Revdex.com, This letter is in response to complaint ID [redacted] On 07/26/2016, at 6:PM [redacted] made an online reservation at our cabin for three future days, which were 11/09/(with a 4:PM check-in) until 11/12/(with an 11:AM check-out) Upon making the reservation she included the following note: This will be a group of moms for our annual mom retreatI saw an option of a $deposit and would like to do that option instead of the insurance if possibleWe always leave the properties we rent very clean On 07/26/2016, at 10:PM, we replied: per your request, your credit card was reimbursed $for the insurance, no insurance will be purchased for your group On 07/26/2016, at 10:PM, a $refund was issued to [redacted] *** On 11/12/2016, at 11: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: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: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 ***’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: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 $ Invoice is attached On 11/15/2016, at 11: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: You live in a hotel, motel, residence club, or other lodging facility for 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 $refund Very respectfully, Marta F [redacted] Frost Cabins [redacted]
Complaint: [redacted] I am rejecting this response because: I have proof showing the owner is lying about our stayShe 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 reviewShe changed the name on the contract for the reservation to a 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 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 siteI did learn that the owner encouraging people to rent through her private site is against the policy of VRBO and they are now investigating thatMost of the problems we had were not with the property itself, but with the managementAs you can see if my review, most of it is about the $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 disputeHad 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 issuesThose 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 challengingAfter 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 reviewShe 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 futureShe 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 $was unjustified, but the lying and problems dealing with this company after the fact are the biggest thing that other consumers need warned aboutThe property itself is fine, the management has been very frustrating The wood floor has/had many other scratches on it before we arrivedMinor scratches, especially by entrances where people are taking on and off shoes are wear and tearMy honest review is protected under free speech and does not contain anything slanderousIt was investigated and accepted by vrbo and is posted on their website Thank you Sincerely, [redacted] ***