Lookout Estates

I did speak with Ms [redacted] after her departure and heard her complaint Our staff said she started complaining about every little thing almost as soon as she arrived Her complaints of everything being tattered and worn are false That condo has had new furniture and flooring installed and is by far the most popular one with guests and the highest rate of return guests That would not be the case if it were in the condition she claimsAs to there being unacceptable items, including an unusable game room; it is true there was no ping pong table The previous guests broke it and there was not time for the out of town owners to get another one in there prior to her arrival There were other items in the game room, including a pool table, that were in good working condition After she stated to me that her daughter had bed bug bites I asked her to confirm that with a doctor and send me photos Myself, business partner, and staff, immediately went to the condo and stripped all the beds and searched for any evidence of bed bugs There were zero indications of bed bugs having ever been anywhere in the condo I researched bed bugs thoroughly through the CDC and NIH websites, and called the state Health Department The gentleman I spoke with said that if there were bed bugs in the condo we would find evidence and that in his experience When I told him we had found none, he agreed it was probably a flea issue He also agreed that many guests will complain of bed bugs if they are seeking a refund.I told Ms [redacted] that there was no evidence of bed bugs and that probably one of her dogs picked up a hitch-hiker flea when it went outside and then, if the dog slept with her daughter, she probably had flea bites As a pet owner whose pets are not allowed on the bed and take a monthly medication to keep them from being flea hosts, I do know that a flea will occasionally hitch a ride into the house and I will receive a few bites that look identical to the ones sent to me in the photos by Ms [redacted] .I am sorry this guest did not enjoy her rental I am also sorry she chose to stay in that rental for the duration of her trip if she thought it had bedbugs and was in such a terrible state of disrepair We would have happily moved her to another rental However, she stayed for the duration and upon our investigation, we found no substantial evidence that her complaints were valid We have not been authorized by the home owner to refund Ms [redacted] 's money and this is the first time we have had anyone make these claims on this unit

Complaint: ***
I am rejecting this response because:I do not agree with the response For the business to claim I was complaining "about every little thing" seems very unprofessional I'm sorry, but when I'm paying $per night for lodging, I would expect things to be at least as advertised There is no way the furniture is new, their are parts of the arms of the couches that are worn though and the plastic is coming off.As far as the game room being in "good working order" Please verify with your employee Jerry Maybe we consider good working order two different things The pool table had not one pool cue that worked They are bent There was not a full set of balls The foosball table had no nets on the end, so as balls went through, they went bouncing across the floor and someone had to chase them down The dart set had ONE dart, yes ONE dart in total Jerry promised to get us working equipment, but he never showed up He even apologized to me for not showing up, stating he just got too busy I had six teenagers and the game room sold me on the place, yet we could not play pool, darts or foosball And yes, at least you admit there was no ping pong table.The first complaint did happen Friday night I had no working electrical outlets in ANY of the bathrooms NONE I was told it would be fixed immediately, but it wasn't I had to call more than once and yes, that was finally fixed Imagine my surprise when on Saturday morning I get a phone call letting me know I can't have pets WHAT? I forwarded numerous emails to Sheri that showed not only did they know we were bringing pets, but they said there were no pet deposits necessary.When we realized my daughter had bed bugs, Sheri started yelling at me and actually said to me, "We inspected the bed and found ONE flea, that must have come in on your dogs" In her response, she says my daughter "probably had flea bites" Well she either found ONE flea in that bed, or she didn't and she's speculating As a side note, none of the dogs in the condos had fleas or none of the bites continued after we arrived homeIn addition, my daughter only had 2-bites on Saturday, then a few more on Sunday, she showed them to me, but I really didn't know what they were I've never had experience with bed bugs before By the time we arrived home on Monday, she was covered If I would have realized what was happening, there would be no way I would have stayed there or let my daughter continue to sleep in that bed.After getting home and speaking with Sheri concerning the bed bug bites, I felt I had been treated very poorly Jerry, the other employee, was at least kind and acknowledged our problems and even stated that over the weekend, one of the employees had been fired due to poor communication and customer service Sheri was rude and accusatory, not the kind of customer service you'd expect from a place where you pay $a night for lodging At that point, I felt it necessary to let her know ALL we had experienced while at the condo I also wanted everything in writing in case we did have a serious case of bed bugs that we brought home with us that required an exterminator Sheri told me she would get back with me after reviewing the email She NEVER did Not one time has the company reached out to me Not one time has any effort been made to make any of this right The only reason we stayed at the condo the entire time is because for one we were only there nights, and secondly, because we kept getting promises of things being made right Of game room equipment being delivered, etc None of which ever happened Too bad Sheri can't acknowledge all that is happened and do the right thing
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

I did speak with Ms. [redacted] after her departure and heard her complaint.  Our staff said she started complaining about every little thing almost as soon as she arrived.  Her complaints of everything being tattered and worn are false.  That condo has had new furniture and flooring...

installed and is by far the most popular one with guests and the highest rate of return guests.  That would not be the case if it were in the condition she claims. As to there being 17 unacceptable items, including an unusable game room;  it is true there was no ping pong table.  The previous guests broke it and there was not time for the out of town owners to get another one in there prior to her arrival.   There were other items in the game room, including a pool table, that were in good working condition.  After she stated to me that her daughter had bed bug bites I asked her to confirm that with a doctor and send me photos.  Myself, business partner, and staff, immediately went to the condo and stripped all the beds and searched for any evidence of bed bugs.  There were zero indications of bed bugs having ever been anywhere in the condo.   I researched bed bugs thoroughly through the CDC and NIH websites, and called the state Health Department.  The gentleman I spoke with said that if there were bed bugs in the condo we would find evidence and that in his experience.  When I told him we had found none, he agreed it was probably a flea issue.  He also agreed that many guests will complain of bed bugs if they are seeking a refund.I told Ms. [redacted] that there was no evidence of bed bugs and that probably one of her 4 dogs picked up a hitch-hiker flea when it went outside and then, if the dog slept with her daughter, she probably had flea bites.  As a pet owner whose pets are not allowed on the bed and take a monthly medication to keep them from being flea hosts, I do know that a flea will occasionally hitch a ride into the house and I will receive a few bites that look identical to the ones sent to me in the photos by Ms. [redacted].I am sorry this guest did not enjoy her rental.  I am also sorry she chose to stay in that rental for the duration of her trip if she thought it had bedbugs and was in such a terrible state of disrepair.  We would have happily moved her to another rental.  However, she stayed for the duration and upon our investigation, we found no substantial evidence that her complaints were valid.  We have not been authorized by the home owner to refund Ms. [redacted]'s money and this is the first time we have had anyone make these claims on this unit.