We take great pride in taking care of our guest and treating them with respect and this situation has become increasingly challengingWe did have Mr [redacted] stay at one of our properties and we are very sorry the hot tub did not work We do have our homes, including hot tubs inspected prior to arrival of our guestsThe challenge was that when Mr [redacted] checked out he told the agent that the hot tub may need some attention; it didn’t work well on the last night of their stayWe were never notified while he was on property and did not have the opportunity to remedy the situationThat day we followed up with a phone call and email to Mr [redacted] about his stay and to discuss what had occurredThere was no response Three weeks later Mr [redacted] asked for a refund (originally bigger than this current request)At that time we did refund him the additional dollars he paid for hot tub use We will refund Mr [redacted] the money he is requesting, $We wish that he had spoken to us at that time of his stay or at check out about this situationWe care very much about taking care of our guests and wish we had had the opportunity to do so in an informed and timely manner Because Mr [redacted] reserved through [redacted] we must refund the money through the [redacted] system This will take longer than if we had his credit card on file Sincerely, [redacted] ***
The pricing this person is referring to is for vacation rental pricing on a condo advertised on [redacted] The $nightly rate was advertised on the condo's front [redacted] page as "from $per night"This person thought the $per night applies to the dates in questionThe $per night is the baseline (off season) rate, hence the "from"The rate varies per time of year and whether the dates in question are during a holidayThe rate schedule for the year is clearly identified in the "RATES" tab on the [redacted] page or by simply scrolling down the page to the rate sectionIf this person was thorough enough, he/she would have clearly seen the accurate rates for the dates in question
We take great pride in taking care of our guest and treating them with respect and this situation has become increasingly challengingWe did have Mr [redacted] stay at one of our properties and we are very sorry the hot tub did not work We do have our homes, including hot tubs inspected prior to arrival of our guestsThe challenge was that when Mr [redacted] checked out he told the agent that the hot tub may need some attention; it didn’t work well on the last night of their stayWe were never notified while he was on property and did not have the opportunity to remedy the situationThat day we followed up with a phone call and email to Mr [redacted] about his stay and to discuss what had occurredThere was no response Three weeks later Mr [redacted] asked for a refund (originally bigger than this current request)At that time we did refund him the additional dollars he paid for hot tub use We will refund Mr [redacted] the money he is requesting, $We wish that he had spoken to us at that time of his stay or at check out about this situationWe care very much about taking care of our guests and wish we had had the opportunity to do so in an informed and timely manner Because Mr [redacted] reserved through [redacted] we must refund the money through the [redacted] system This will take longer than if we had his credit card on file Sincerely, [redacted] ***
The pricing this person is referring to is for vacation rental pricing on a condo advertised on [redacted] The $nightly rate was advertised on the condo's front [redacted] page as "from $per night"This person thought the $per night applies to the dates in questionThe $per night is the baseline (off season) rate, hence the "from"The rate varies per time of year and whether the dates in question are during a holidayThe rate schedule for the year is clearly identified in the "RATES" tab on the [redacted] page or by simply scrolling down the page to the rate sectionIf this person was thorough enough, he/she would have clearly seen the accurate rates for the dates in question