Hills O'Brown Vacation Rentals

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The main reason for my dissatisfaction with this company is the lack of cleanliness of the facility (Bugs) and poor customer service My other guests will support this comment if you would like to call them I NEVER swore at [redacted] This outward lie is makes me even more upset I was firm and dissatisfied I laughed when I spoke to her on the phone the second time and said" I know that this is not your rule"....but the stupidity of it is funny....I have witnesses in the car that will testify to this I never once swore Wanted to, but didn't The coffee pot and fireplace, both not working were not major issues I was willing to overlook these problems if all else had been acceptable We did spend $for coffee from McDonald's down the road The problem was the roaches Wood or otherwise, roaches live in filthy environments Neither variety, German, American or Wood makes its home indoors unless there is a amount of debris (food) to sustain their population I have documents and supportive evidence of this from the Entomology Department at Purdue Unveristy I checked with the experts Even routine spraying has to be supported by a thoroughly clean environment to ensure that you are rid of roaches We found them in the FURNITURE The upholstered furnishings had food in the seams (Cheetos to be exact) and became a source of food for the insects Other furnishings had similar debris The bug problem became most apparent around 10:PM on Satnight We saw a few on Friday but chose to ignore them...we were in the country after all By Saturday, there was a problem One guest had them climbing on her pant leg from the chair that she was sitting on We did not contact the rental service at this hour What would they have done at this hour? We had no where to go while they sprayed or cleaned or did what they needed to do Quite honestly, by this time, we just wanted to sleep Our rental numbers (4) were within the allowed number of guests [redacted] and [redacted] would have spent the night on the couch (if there were no bugs in the rental) if they had drank alcohol with us that evening That's why I put their name down...they did not stay once they saw the BUGS! Another guest (***)opted to sleep in the car I took photographs of the dirty silverware, coffee pot, filthy kitchen wall, Cheetos in the chair, and bugs in the carpet I will forward them if you need them I have sent them to the Health Department This past weekend I rented a cabin in Pigeon Forge, TN My experiences was the complete opposite of what I experienced with Hills o'Brown I was treated with courtesy and respect, had a clean cabin (bug free despite the age of the cabin and remote location) that had all of the appliances working THIS is what I expect The Hills O' Brown cabin actually cost me more money! There is a problem with this rental company Even if no money is refunded, I want it to go on record that this was not an acceptable experience Customers should be aware of the poor service, unclean facilities and unprofessional practices and personnel at this rental company It was the worst $ expenditure that I have made I am not satisfied with the response from Hill O' Brown In fact, I find it even more insulting that they would lie about the conversations that took place I did call and personally talk to a representative prior to booking this property They never once mentioned the additional guest fee or the fact that it was a trailer I can secure my phone records to confirm this telephone call I also resent being accused of swearing at Heather I know that these policies are not hers I feel bad that she has to even defend them This is the most poorly management company that I have ever worked with I take tour groups to Costa Rica every summer and have never had such uncooperative and rude service I rent vacation rentals through [redacted] every Spring and summer and have never been so disappointed We have a problem here Regards, [redacted]

I understand that Mr [redacted] Is upset with our policy, however, he did agree to the policies when he made the reservation and this is one that is directly off of our policies

I manage vacation cabins and we have one called Brookside CabinWe have damage to a armrest on a loveseat and photo is enclosedThis damage was noticed on Friday, April 3rd by the cleaners when The [redacted] party checked outI was gone for a week and then we were working on end of the month Owner statementsTherefore I just t got around to email [redacted] about the damage and the emails sent are attachedOnce she stated that she did not do it, I have asked for her to AT LEAST tell me if she had noticed this damage when she was there so I could perhaps talk to the people before her and boom, here is the Revdex.com letterI do find the people whom are willing to call and discuss and help us figure this out is more likely to not be the ones whom did this other then the ones who are not even interested in answering a few questions and then even contact the Revdex.com like thisWe did not charger her card or do anything without contacting her first so thank you for your timePatty (Zody) F [redacted] General Manager 812-988-

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Are they not held to the same standards as a hotel? If a hotel room was unacceptable I could refuse it and not have to pay for itJust because they write something on their website does not make it legally binding, does it? Shouldn't the Revdex.com know what is legal for a rental company to do? Are they completely right in the eyes of the law or not? Regards, [redacted]

I will make this short and sweetWe have been renting vacation cabins for 17+ years and all of our cabins have heat, air and running waterWhen [redacted] checked in, we did not know that there was an issue with the heat in that unitThis unit Is a very beautiful cabin with a hot tub and fishing and a pool table and I can see why he picked itWhat happened was no different than In your own home and an appliance quit working out of the blueAs he stated, he called the pager and had people out there to repair the unitWhile the first man was a maintenance man in case something simple, he was the quickest and easiest to get to the cabin at that hourOnce he found that he could not fix It we were able to get licensed HVAC man thereWhile parts were needed to fix the issue completely, he was able to get the heat going and told the tenants that it should be fine but could not guarantee it [redacted] was a bit worried that it would not work all night so he called again and as he said, we took the time to take him out to one of the other vacation homes we manageSince this cabin was not rented, the Owner had turned down the heat in their unit to save money and we did not know that as ALL cabins are individually owned, no time sharesHe was not happy with this unit overall as Pond's Edge, the cabin he rented, was top notchHe went back there and again, the heat was still fineHe was warm for the entire rest of his stayI also understand that Saturday he had an issue with a hot tub, maintenance went and reset the breaker and all was goodWe answered the calls quickly and professionally and I think even Mr [redacted] cannot deny that we were "on each and every problem at a moment's notice." We cannot control all things at all times and when something happens, we are quick to respondOur policy is very clear that if something is out of our control, we do not offer refunds to our guests and we did fix the issues, If someone has an issue within our control (dirty cabin, broken furniture upon arrival,) then we would perhaps think about it thenIn closing, Mr [redacted] had an unfortunate situation happenThe issues were rectified and a Manager being on staff, or not, had no bearing on this case as there were many qualified people on staff whom helped himI was on the phone with the staff Friday day throughout this ordealWe hope that he comes back again and perhaps that Owner will offer him a deal on his next stay as she owns cabins that are wonderfulHe had a misfortunate first night and we fixed it and all was wellI absolutely understand his frustrations in the matter but not in agreement that we owe him money for his timeI am hoping that he at least realizes that "man, Hills 0' Brown had HVAC people helping, a maintenance man who came out in the middle of the night and was physically driving us to another cabin to show it to us and then more maintenance people on Saturday just to get our stay rightThat is customer service" but I am aware that people do not see It that way these daysThank you [redacted] General Manager

Rented two separate cabins from Hills O Brown VacaRentals (acre/Drift Away) Two of items advertised on sign were defective (hot tub and pool tables)and wifi unavailable or barely useable in cabins The hottub builds a dingy foam the management tries to blame on detergent in your trunks (explains white foam); but look closely and you will see dirt in the foam and lots of it Did not even want to be in hot tub after making this observation Needs to be drained and cleaned after every stay, or at least more than it is being I'm sure my $300+ PER NIGHT covers that As far as having the ability to play pool, we were provided with one usable pool cue to play with between guests staying at the cabin (Acre) The second cue of only two provided had a cracked tip that had not been replaced after the previous guest and was unusable This was a minor inconvenience to say the least Additionally, the shower curtains were falling apart (Drift Away), and the septic system caused the whole kitchen/sink area to stink when the toilet is flushed or dishes were cleaned while draining the water(Acre) Table ware was provided but expected to be cleaned if used The playstation was missing cords for the controllers and was unusable(Acre) The coffee pot provided was broken and took hours to brew anything (

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The response from the business manager is an example of the unprofessionalism I found when trying to make my concerns known. There is a difference between not being to someone's taste and feeling like your environment is not safe. At the time of booking, there were no pictures on Lloyds Cabin's website that directly showed no window coverings. The fact that you compare this to ordering something at a restaurant and not liking it is completely apples and oranges. At least at a restaurant they give you options. You can order something entirely different and they don't charge you for the original dish you ordered. The purpose to keep you as a loyal customer which merely doesn't cost the company in the end. That guest will return as they were treated with respect. Any business owner knows that one person unsatified can result in the loss of future business with many. We has stayed at Lloyd's Cabin's previously and did not have one problem with them or the check in. It's hard to believe you would remember a conversation from October when you speak to many customer's. I was told the ownership had changed and that I could pick up the keys at the drop box at the office. To my understanding that meant where I had picked them up previously and not a completely different location. Either way, the on call person was not available for two hours to redirect me. If you don't want past customers to go to the old lock box for this particular cabin, maybe it would be wise to remove The Covered Bridge off of the slot all together to lessen the confusion. Regards,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I want this company to stop accusing me of damaging their couch We did not damage said couchThey even accuse us in response to this complaintWe has stated we do not know how, or when, this damage occurredWhy are they just now, days after our stay in the cottage, accusing us of damageAre they accusing clients that stayed in the cottage before and after our stay? Also, they accused me in the very first email I received in regards to this matterNow they claim to just want answersMy bill was paid in advance and I wish to be left alone from this harassmentAs stated multiple times and ways, WE DID NOT DAMAGE THE COUCH
Regards,
*** ***

I manage vacation cabins and we have one called Brookside CabinWe have damage to a armrest on a loveseat and photo is enclosedThis damage was noticed on Friday, April 3rd by the cleaners when The *** party checked outI was gone for a week and then we were working on end
of the month Owner statementsTherefore I just t got around to email *** about the damage and the emails sent are attachedOnce she stated that she did not do it, I have asked for her to AT LEAST tell me if she had noticed this damage when she was there so I could perhaps talk to the people before her and boom, here is the Revdex.com letterI do find the people whom are willing to call and discuss and help us figure this out is more likely to not be the ones whom did this other then the ones who are not even interested in answering a few questions and then even contact the Revdex.com like this.We did not charger her card or do anything without contacting her first so thank you for your time.Patty (Zody) F*General Manager812-988-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me.
Regards,
*** ***

I manage vacation cabins and we have one called Brookside CabinWe have damage to a armrest on a loveseat and photo is enclosed
"margin: 8.35pt 0.6in 0.0001pt;">This damage was noticed on Friday, April 3rd by the cleaners when The *** party checked outI was gone for a week and then we were working on end of the month Owner statementsTherefore I just t got around to email *** about the damage and the emails sent are attachedOnce she stated that she did not do it, I have asked for her to AT LEAST tell me if she had noticed this damage when she was there so I could perhaps talk to the people before her and boom, here is the Revdex.com letterI do find the people whom are willing to call and discuss and help us figure this out is more likely to not be the ones whom did this other then the ones who are not even interested in answering a few questions and then even contact the Revdex.com like thisWe did not charger her card or do anything without contacting her first so thank you for your timePatty (Zody) F*
General Manager
812-988-

My husband and I, family, and friends have now stayed with Hills O'Brown Vacation Rentals on five occasions over the past year and have had wonderful experiences each time with their office staff and the cabinsThe cabins have varied in age, size, amenities, and location around Brown County, Indiana In some of them, we did note dust or cobwebs, but nothing we felt warranted a complaintWe merely felt it was due to the home being in the woodsIn a couple of the cabins, the hot tubs had issues which prevented us from using them However, their policy clearly states they don't guarantee hot tubs to work 100% of the time and ask that issues to be reported so they can correct the issues for the next guests While disappointed to not have a hot tub experience, I accept their policy
I have booked each cabin via their website and have received follcalls to confirm and to offer a chance for me to ask questions I have also called them back to ask additional questions While I always have to leave a phone message at their office, someone always calls back within a few hoursAt check-in, they are GREAT at explaining how to find the cabins on the back roads of Brown County, Indiana This past weekend, my husband and several friends stayed at their cabin "All Because" which sites on acres and, as promised on their website, must be accessed by crossing a small creek (they actually advise using an SUV for your visit) Starting the first night of our visit, southern Indiana began receiving a LOT of rain We quickly became trapped on the property due to the creek becoming full and the water level reaching approximately 24" at the center of the driveway Once we realized the rains would not stop and we were at risk of not being able to depart at our scheduled checkout time, I called the office The gal who returned my call was SO nice and considerate After commenting; "We wondered if you would be flooded in.", she asked "Do you have enough food?" WOW! Just they fact this question was asked impressed usShe quickly informed me the house was not reserved for the day we intended to check out and offer us a 1/price rate if we added this night to our stay Since two family members would be unable to stay with us due to the flooding, I asked if it would be possible to have a refund While she wasn't able to actually refund us the funds, after we decided to book the additional night, they did apply those funds to the additional night's fees We honestly couldn't be happier with this company and are considering investing in one of their properties as owners

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Are they not held to the same standards as a hotel? If a hotel room was unacceptable I could refuse it and not have to pay for itJust because they write something on their website does not make it legally binding, does it? Shouldn't the Revdex.com know what is legal for a rental company to do? Are they completely right in the eyes of the law or not?
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The main reason for my dissatisfaction with this company is the lack of cleanliness of the facility (Bugs) and poor customer service My other guests will support this comment if you would like to call them I NEVER swore at *** This outward lie is makes me even more upset I was firm and dissatisfied I laughed when I spoke to her on the phone the second time and said" I know that this is not your rule"....but the stupidity of it is funny....I have witnesses in the car that will testify to this I never once swore Wanted to, but didn't The coffee pot and fireplace, both not working were not major issues I was willing to overlook these problems if all else had been acceptable We did spend $for coffee from McDonald's down the road.
The problem was the roaches Wood or otherwise, roaches live in filthy environments Neither variety, German, American or Wood makes its home indoors unless there is a amount of debris (food) to sustain their population I have documents and supportive evidence of this from the Entomology Department at Purdue Unveristy I checked with the experts Even routine spraying has to be supported by a thoroughly clean environment to ensure that you are rid of roaches We found them in the FURNITURE The upholstered furnishings had food in the seams (Cheetos to be exact) and became a source of food for the insects Other furnishings had similar debris
The bug problem became most apparent around 10:PM on Satnight We saw a few on Friday but chose to ignore them...we were in the country after all By Saturday, there was a problem One guest had them climbing on her pant leg from the chair that she was sitting on We did not contact the rental service at this hour What would they have done at this hour? We had no where to go while they sprayed or cleaned or did what they needed to do Quite honestly, by this time, we just wanted to sleep Our rental numbers (4) were within the allowed number of guests. *** and *** would have spent the night on the couch (if there were no bugs in the rental) if they had drank alcohol with us that evening That's why I put their name down...they did not stay once they saw the BUGS! Another guest (***)opted to sleep in the car I took photographs of the dirty silverware, coffee pot, filthy kitchen wall, Cheetos in the chair, and bugs in the carpet I will forward them if you need them I have sent them to the Health Department This past weekend I rented a cabin in Pigeon Forge, TN My experiences was the complete opposite of what I experienced with Hills o'Brown I was treated with courtesy and respect, had a clean cabin (bug free despite the age of the cabin and remote location) that had all of the appliances working THIS is what I expect The Hills O' Brown cabin actually cost me more money!
There is a problem with this rental company Even if no money is refunded, I want it to go on record that this was not an acceptable experience Customers should be aware of the poor service, unclean facilities and unprofessional practices and personnel at this rental company It was the worst $ expenditure that I have made I am not satisfied with the response from Hill O' Brown In fact, I find it even more insulting that they would lie about the conversations that took place I did call and personally talk to a representative prior to booking this property They never once mentioned the additional guest fee or the fact that it was a trailer I can secure my phone records to confirm this telephone call I also resent being accused of swearing at Heather I know that these policies are not hers I feel bad that she has to even defend them This is the most poorly management company that I have ever worked with I take tour groups to Costa Rica every summer and have never had such uncooperative and rude service I rent vacation rentals through *** every Spring and summer and have never been so disappointed We have a problem here
Regards,
*** ***

Rented two separate cabins from Hills O Brown VacaRentals (acre/Drift Away) Two of items advertised on sign were defective (hot tub and pool tables)and wifi unavailable or barely useable in cabins The hottub builds a dingy foam the management tries to blame on detergent in your trunks (explains white foam); but look closely and you will see dirt in the foam and lots of it Did not even want to be in hot tub after making this observation Needs to be drained and cleaned after every stay, or at least more than it is being I'm sure my $300+ PER NIGHT covers that As far as having the ability to play pool, we were provided with one usable pool cue to play with between guests staying at the cabin (Acre) The second cue of only two provided had a cracked tip that had not been replaced after the previous guest and was unusable This was a minor inconvenience to say the least Additionally, the shower curtains were falling apart (Drift Away), and the septic system caused the whole kitchen/sink area to stink when the toilet is flushed or dishes were cleaned while draining the water(Acre) Table ware was provided but expected to be cleaned if used The playstation was missing cords for the controllers and was unusable(Acre) The coffee pot provided was broken and took hours to brew anything (

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I want this company to stop accusing me of damaging their couch We did not damage said couchThey even accuse us in response to this complaintWe has stated we do not know how, or when, this damage occurredWhy are they just now, days after our stay in the cottage, accusing us of damageAre they accusing clients that stayed in the cottage before and after our stay? Also, they accused me in the very first email I received in regards to this matterNow they claim to just want answersMy bill was paid in advance and I wish to be left alone from this harassmentAs stated multiple times and ways, WE DID NOT DAMAGE THE COUCH
Regards,
*** ***

I understand that Mr*** Is upset with our policy, however, he did agree to the policies when he made the reservation and this is one that is directly off of our policies page: "Under no circumstances will there be a reduction of rental fees or refund for loss of utilities, mechanical failure of equipment and/or appliances such as but not limited to: air conditioning, heating unit, dishwasher, washer, dryer, TV, blender, toaster, etc.." I am always amazed at when something goes wrong that Is out of our control and yet we fix it, a refund is asked for from the guestsThe policies do not matter at that time to guests but we are sticking to our policies that he agreed toI understand that he loved the cabin otherwise and that the heat was repairedWe ddnot leave him freezing in the dead of winter but indeed fixed it the first night which Is why he stayed the entire stayThank you
*** ***
General Manager

I will make this short and sweetWe have been renting vacation cabins for 17+ years and all of our cabins have heat, air and running waterWhen *** *** checked in, we did not
know that there was an issue with the heat in that unitThis unit Is a very beautiful cabin with a hot tub and fishing and a pool table and I can see why he picked itWhat happened was no different than In your own home and an appliance quit working out of the blueAs he stated, he called the pager and had people out there to repair the unitWhile the first man was a maintenance man in case something simple, he was the quickest and easiest to get to the cabin at that hourOnce he found that he could not fix It we were able to get licensed HVAC man thereWhile parts were needed to fix the issue completely, he was able to get the heat going and told the tenants that it should be fine but could not guarantee it*** *** was a bit worried that it would not work all night so he called again and as he said, we took the time to take him out to one of the other vacation homes we manageSince this cabin was not rented, the Owner had turned down the heat in their unit to save money and we did not know that as ALL cabins are individually owned, no time sharesHe was not happy with this unit overall as Pond's Edge, the cabin he rented, was top notchHe went back there and again, the heat was still fineHe was warm for the entire rest of his stayI also understand that Saturday he had an issue with a hot tub, maintenance went and reset the breaker and all was goodWe answered the calls quickly and professionally and I think even Mr. *** cannot deny that we were "on each and every problem at a moment's notice." We cannot control all things at all times and when something happens, we are quick to respondOur policy is very clear that if something is out of our control, we do not offer refunds to our guests and we did fix the issues, If someone has an issue within our control (dirty cabin, broken furniture upon arrival,) then we would perhaps think about it thenIn closing, Mr*** had an unfortunate situation happenThe issues were rectified and a Manager being on staff, or not, had no bearing on this case as there were many qualified people on staff whom helped himI was on the phone with the staff Friday day throughout this ordealWe hope that he comes back again and perhaps that Owner will offer him a deal on his next stay as she owns cabins that are wonderfulHe had a misfortunate first night and we fixed it and all was wellI absolutely understand his frustrations in the matter but not in agreement that we owe him money for his timeI am hoping that he at least realizes that "man, Hills 0' Brown had HVAC people helping, a maintenance man who came out in the middle of the night and was physically driving us to another cabin to show it to us and then more maintenance people on Saturday just to get our stay rightThat is customer service" but I am aware that people do not see It that way these daysThank you *** *** General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint Although they were responsive I do not feel the accommodation was up to standard when I arrivedIf I had reserved a hotel room I could have refused to accept it based on no heat and not charged for that nightAt least I have been able to refuse a reservation in the past because the room was not acceptableI wasted almost hours Friday night because their accommodations were not ready for guestsI do not see how I should pay for Friday? I'm disputing this payment with my credit card company also
Regards,
*** ***