Kern River Vacation Rentals

Initial Business Response / [redacted] (1000, 5, 2016/01/07) */ Contact Name and Title: [redacted] owner Contact Phone: XXX XXX XXXX Contact Email: [redacted] @charter.net Upon [redacted] ***'s arrival he contacted our management to cancel the rental of the West Tobias cottage (one of the cottages he reserved)Mr [redacted] then had several of his group enter the cottage immediately after his call, used both beds, used the bathroom and soiled some towels, and used the kitchen including leaving spilled food on the floorThis made the cottage un-rentable until we could get it cleanedBecause of Mr***'s actions, we were not able to re-rent the cottageWe are a vacation rental property, not a hotelWe do not have staff on site or on immediate standbyThis situation occurred on Christmas Eve afternoon, cleaning wasn't possible until after the holidayMrMehera used the cottage, therefore we believe he is responsible for his actions Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Irrespective of the unit being a vacation rental or a hotel, I was expecting some basic response to the numerous phone calls and voice mails leftThe Property Owner (PO) refused to talk to the guest who was cancelling West Tobias (WT) as the reservations were made by meThe guest who had to cancel due to a house emergency turned it back to meThe PO did not answer any calls made by me, though I left my friend's phone number (another guest) as my T-Mobile phone was not workingThe Property Manager (PM) said no to any of my cancellation calls, and said that the PO handles the financial and cancellation partI left the PM my friend's phone number tooI also cancelled the reservation online after our arrival using my friend's smart phone As the combination locks which held the key were old and rusty, the first guest fumbled for 15-minutes with Big Blue (BB) and Little Blue (LB) before approaching West Tobias (WT)In spite of rotating to the correct four-digit combination, the guest was unable to open the combination lockThe intent of the first guest was to use the restroom since the other two units would not openThey have been driving for five hours with two kids, ages and 4, from Cupertino, Northern CaliforniaWe did communicate to the PM that we entered WT and vacated it in 20-minutes after talking to her, with her consentBy that time, all of us had arrived and we were able to open the BB and LBAfter that, none of us entered the WT againThe intent of the first guest family was not to cause wide-scale destruction, spoil, ruin, devastate, plunder, or dirty the propertyRegardless, we did not pillage the propertyWe are prepared to pay the cost of cleaning of $for this damage, though I think only a touwould have been neededI think the PO's account of the unit based on PM's feedback is a little exaggerated Why were we not informed about this decision in the three days that we stayed in BB and LB? We made sincere attempts to communicate the cancellation during our vacation days What if we would have rented the three units for ten days and cancelled one of the units just prior to our arrival on the first dayIn that case, had we forfeited ten days of rental charge? We would like to pay what is just and fair, it is our hard-earned moneyWe are paying the cancellation fee of $as we are liable for that Please also refer to the entire email communication which was uploaded as a WORD document when refuting the charge Thank you Sincerely, [redacted] ***

Initial Business Response /* (1000, 5, 2016/01/07) */
Contact Name and Title: [redacted] owner
Contact Phone: XXX XXX XXXX
Contact Email: [redacted]@charter.net
Upon [redacted]'s arrival he contacted our management to cancel the rental of the West Tobias cottage (one of the 3 cottages...

he reserved). Mr. [redacted] then had several of his group enter the cottage immediately after his call, used both beds, used the bathroom and soiled some towels, and used the kitchen including leaving spilled food on the floor. This made the cottage un-rentable until we could get it cleaned. Because of Mr. [redacted]'s actions, we were not able to re-rent the cottage. We are a vacation rental property, not a hotel. We do not have staff on site or on immediate standby. This situation occurred on Christmas Eve afternoon, cleaning wasn't possible until after the holiday. Mr. Mehera used the cottage, therefore we believe he is responsible for his actions.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Irrespective of the unit being a vacation rental or a hotel, I was expecting some basic response to the numerous phone calls and voice mails left. The Property Owner (PO) refused to talk to the guest who was cancelling West Tobias (WT) as the reservations were made by me. The guest who had to cancel due to a house emergency turned it back to me. The PO did not answer any calls made by me, though I left my friend's phone number (another guest) as my T-Mobile phone was not working. The Property Manager (PM) said no to any of my cancellation calls, and said that the PO handles the financial and cancellation part. I left the PM my friend's phone number too. I also cancelled the reservation online after our arrival using my friend's smart phone.
As the combination locks which held the key were old and rusty, the first guest fumbled for 15-20 minutes with Big Blue (BB) and Little Blue (LB) before approaching West Tobias (WT). In spite of rotating to the correct four-digit combination, the guest was unable to open the combination lock. The intent of the first guest was to use the restroom since the other two units would not open. They have been driving for five hours with two kids, ages 7 and 4, from Cupertino, Northern California. We did communicate to the PM that we entered WT and vacated it in 20-25 minutes after talking to her, with her consent. By that time, all of us had arrived and we were able to open the BB and LB. After that, none of us entered the WT again. The intent of the first guest family was not to cause wide-scale destruction, spoil, ruin, devastate, plunder, or dirty the property. Regardless, we did not pillage the property. We are prepared to pay the cost of cleaning of $65 for this damage, though I think only a touch-up would have been needed. I think the PO's account of the unit based on PM's feedback is a little exaggerated.
Why were we not informed about this decision in the three days that we stayed in BB and LB? We made sincere attempts to communicate the cancellation during our vacation days.
What if we would have rented the three units for ten days and cancelled one of the units just prior to our arrival on the first day. In that case, had we forfeited ten days of rental charge? We would like to pay what is just and fair, it is our hard-earned money. We are paying the cancellation fee of $150 as we are liable for that.
Please also refer to the entire email communication which was uploaded as a WORD document when refuting the charge.
Thank you.
Sincerely,
[redacted].