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My New Braunfels Vacation

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My New Braunfels Vacation Reviews (3)

Hi ***, I certainly appreciate you letting me know about this complaint and giving us the opportunity to share our side of what really happenedI have been in business 10+ years and have never received a complaint regarding our customer service or business operations so I certainly take this
complaint very seriouslyWe have thousands of guests rent our vacation rentals every year and as you can see in our online reviews, one of the top things people share in their review is that we are very prompt to respond to any questions or issuesI have attached all of the email conversations between *** and IYou will see that on Dec14th I emailed him to cheand see how they were doing and he responded on Dec15th that there was an issue with the television which I resolved that next dayThen on January 7th, I emailed them to see if they wanted January rent to be processed on the same card and that is when I received an email from him that they left in DecemberI did not receive an email on December 8th as he statedIn my response to him on January 7th I ask for a copy of that email he "supposedly sent" just in case I missed it and he has yet to forward me the emailI strive on a daily basis to ensure that our guests are having a great experience and if and when any maintenance issues come up, we take care of it immediately. They reserved this condo until April 1st and they left in December, without any sort of notification…not an email, not even a phone callWith that said, they did not pay for the months they had originally reserved and left without notifying us and I ***'t believe they should receive their deposit back. In all the years I have been a property manager, I have never had a guest just leave without notifying usIf we have an unhappy guests we do our absolute best to resolve the issues and if they are still not happy, we move them to another unit that they are satisfied with. Please let me know if you have any further questions for meI appreciate your time in this matter. Thank you! With Regards, *** ***

Hi [redacted], I certainly appreciate you letting me know about this complaint and giving...

us the opportunity to share our side of what really happened. I have been in business 10+ years and have never received a complaint regarding our customer service or business operations so I certainly take this complaint very seriously. We have thousands of guests rent our vacation rentals every year and as you can see in our online reviews, one of the top things people share in their review is that we are very prompt to respond to any questions or issues. I have attached all of the email conversations between [redacted] and I. You will see that on Dec. 14th I emailed him to check-in and see how they were doing and he responded on Dec. 15th that there was an issue with the television which I resolved that next day. Then on January 7th, I emailed them to see if they wanted January rent to be processed on the same card and that is when I received an email from him that they left in December. I did not receive an email on December 8th as he stated. In my response to him on January 7th I ask for a copy of that email he "supposedly sent" just in case I missed it and he has yet to forward me the email. I strive on a daily basis to ensure that our guests are having a great experience and if and when any maintenance issues come up, we take care of it immediately.  They reserved this condo until April 1st and they left in December, without any sort of notification…. not an email, not even a phone call. With that said, they did not pay for the months they had originally reserved and left without notifying us and I [redacted]'t believe they should receive their deposit back.  In all the years I have been a property manager, I have never had a guest just leave without notifying us. If we have an unhappy guests we do our absolute best to resolve the issues and if they are still not happy, we move them to another unit that they are satisfied with.  Please let me know if you have any further questions for me. I appreciate your time in this matter.  Thank you!   With Regards,     [redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

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Address: 144 Landa St, New Braunfels, Texas, United States, 78130

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