Tell us why here...As a preventive measure when we setup a cottage or lodge we place the faucets on drip, guests are informed that at check-inYesterday she admitted when she checked in she closed all taps and accepted blameToday she comes back and says shes never been in such a cold climateShe
stays in Tahoe and its never gotten this cold, we caused this weatherPipes froze at midnight and shes demanded a full refund for both nightsI told her we do not give refunds for anything that is out of our controlWe have two emergency numbers posted outside, one at the front door which is mine and a second emergency number on the wall board outside the game room (*** * ***)She called the second number at 7:this morning, *** answered and Eric was on it within minutesThe woman approached me when I opened this morning at 8:00, pipes are still thawing and the woman has checked out. Her claim that the pipes are old is not true, the cabins were placed in their location years ago and all the pipes are NEWAs I mentioned in the earlier paragraph she did not attempt to call the after hours number that is posted on the front door of the office or at the night check in areaSignage was posted in the lodge which she occupied and she did not follow posted instructionsWeather, freezing temperatures is out of our controlOriginal reservation was for one night only and she came in the next morning without complaint and willing paid for the 2nd night knowing in advance what the temperatures were and what they were expected to be the 2nd nightThe rudeness she showed to staff, hand gestures, loud screaming upon exit does not resolve complaintsA receipt is given to guest upon chewhich states the following: I agree that management assumes no responsibility for accidents, injuries or loss from any cause.*** and her family checked in at 12:PM on 12/24, we did not hear of any complaint about water until Christmas Day and she returned to the office after the water problem was resolved at 10:AM on 12/to pay for an additional night, accepting blame for not letting the water drip the previous evening
I am rejecting this response because:they are not being truthfulupon checking in I was NOT told to leave any water running and it was not running when we went inside of our cabinThe next morning when it was daylight and I finally was able to contact someone after finding a TINY emergency number located in a small area of a piece of paper taped to the door that you cant hardly see in the daylight let alone in the middle of the night with very dim lighting. The maintenance guy said told me he was so sorry the pipes froze and that leaving the water running should help the problemLeaving water running was never a discussion until our pipes had already frozeI NEVER excepted blame for the pipes freezing!!! Our neighbors didn't leave their water running during their stay and they were not told to LEAVE THE WATER ON at check in and are they are willing to submit a statement as well as other guests who have came in the snowafter the maintenance guy got our water going we decided to stay because the kids wanted to go ice skating and play in the snow so I went and paid for another night in hopes that leaving all the water running as maintenance guy recommended that it wouldn't happen againWell it happened again even with the water runningWhen we went outside to look at what the guy was doing I noticed the pipe had sections where aluminum foil was covering it!! See attached videoI told manager *** when asking for a refund as we never got to shower or cook inside the cabin as the stove didn't turn on either that we have stayed in Tahoe in major snow at different cabins and never had any problems!! that it is odd that only our cabin is having issues and several things were falling apartI told him you are not keeping proper maintenance of your rentals and as paying guests we should have what we paid forWe shouldn't have to use or neighbors cabins restroom, sink and or showerI was never loud or rude I was upset how we were being treated when simply complaining about these issues and asking for compensation *** was harsh and wouldn't listen to my complaintsWhen trying to talk to *** another woman (elderly) came in making complaints as wellYou can find her on Yelp reviews speaking about how unprofessional *** was to me and as well as her and I have never met this womanI am not blaming the weather on the KOA however I am blaming there poor maintenance of the cabin as to why we had no running water and a broken stoveThe receipt does state they do not assume responsibility for accidents or losshowever that does not preclude them from being responsible for compensating a guest when they did not provided the basic services we paid forWhen checking in and paying we paid for a cabin with RUNNING WATER AND A WORKING STOVEHOWEVER WE DID NOT HAVE EITHERIf I didn't want those, I would have chosen to pay less and get a camp site or a cabin that didn't offer suchI Paid for and should have had running water and a working stove. *** never even offered to have us move cabins or anything to help us with the inconvenience, instead he places blame on his guestsThis seems common of *** after reading his facebook and yelp reviews many many customers say they had horrible experiences and *** treated them bad when complaining about the rental units
Tell us why here...As a preventive measure when we setup a cottage or lodge we place the faucets on drip, guests are informed that at check-inYesterday she admitted when she checked in she closed all taps and accepted blameToday she comes back and says shes never been in such a cold climateShe
stays in Tahoe and its never gotten this cold, we caused this weatherPipes froze at midnight and shes demanded a full refund for both nightsI told her we do not give refunds for anything that is out of our controlWe have two emergency numbers posted outside, one at the front door which is mine and a second emergency number on the wall board outside the game room (*** * ***)She called the second number at 7:this morning, *** answered and Eric was on it within minutesThe woman approached me when I opened this morning at 8:00, pipes are still thawing and the woman has checked out. Her claim that the pipes are old is not true, the cabins were placed in their location years ago and all the pipes are NEWAs I mentioned in the earlier paragraph she did not attempt to call the after hours number that is posted on the front door of the office or at the night check in areaSignage was posted in the lodge which she occupied and she did not follow posted instructionsWeather, freezing temperatures is out of our controlOriginal reservation was for one night only and she came in the next morning without complaint and willing paid for the 2nd night knowing in advance what the temperatures were and what they were expected to be the 2nd nightThe rudeness she showed to staff, hand gestures, loud screaming upon exit does not resolve complaintsA receipt is given to guest upon chewhich states the following: I agree that management assumes no responsibility for accidents, injuries or loss from any cause.*** and her family checked in at 12:PM on 12/24, we did not hear of any complaint about water until Christmas Day and she returned to the office after the water problem was resolved at 10:AM on 12/to pay for an additional night, accepting blame for not letting the water drip the previous evening
I am rejecting this response because:they are not being truthfulupon checking in I was NOT told to leave any water running and it was not running when we went inside of our cabinThe next morning when it was daylight and I finally was able to contact someone after finding a TINY emergency number located in a small area of a piece of paper taped to the door that you cant hardly see in the daylight let alone in the middle of the night with very dim lighting. The maintenance guy said told me he was so sorry the pipes froze and that leaving the water running should help the problemLeaving water running was never a discussion until our pipes had already frozeI NEVER excepted blame for the pipes freezing!!! Our neighbors didn't leave their water running during their stay and they were not told to LEAVE THE WATER ON at check in and are they are willing to submit a statement as well as other guests who have came in the snowafter the maintenance guy got our water going we decided to stay because the kids wanted to go ice skating and play in the snow so I went and paid for another night in hopes that leaving all the water running as maintenance guy recommended that it wouldn't happen againWell it happened again even with the water runningWhen we went outside to look at what the guy was doing I noticed the pipe had sections where aluminum foil was covering it!! See attached videoI told manager *** when asking for a refund as we never got to shower or cook inside the cabin as the stove didn't turn on either that we have stayed in Tahoe in major snow at different cabins and never had any problems!! that it is odd that only our cabin is having issues and several things were falling apartI told him you are not keeping proper maintenance of your rentals and as paying guests we should have what we paid forWe shouldn't have to use or neighbors cabins restroom, sink and or showerI was never loud or rude I was upset how we were being treated when simply complaining about these issues and asking for compensation *** was harsh and wouldn't listen to my complaintsWhen trying to talk to *** another woman (elderly) came in making complaints as wellYou can find her on Yelp reviews speaking about how unprofessional *** was to me and as well as her and I have never met this womanI am not blaming the weather on the KOA however I am blaming there poor maintenance of the cabin as to why we had no running water and a broken stoveThe receipt does state they do not assume responsibility for accidents or losshowever that does not preclude them from being responsible for compensating a guest when they did not provided the basic services we paid forWhen checking in and paying we paid for a cabin with RUNNING WATER AND A WORKING STOVEHOWEVER WE DID NOT HAVE EITHERIf I didn't want those, I would have chosen to pay less and get a camp site or a cabin that didn't offer suchI Paid for and should have had running water and a working stove. *** never even offered to have us move cabins or anything to help us with the inconvenience, instead he places blame on his guestsThis seems common of *** after reading his facebook and yelp reviews many many customers say they had horrible experiences and *** treated them bad when complaining about the rental units