Pine Mountain Club Chalets Resort

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.[Provide details of why you are not satisfied with this resolution.]
There are many falsehoods within this reply that are simply unacceptablePlease see belowI (***) called twice prior to check in to advise PMCC that I would not be able to attend the trip due to an unexpected trip out of the country for workThe first call was made from my work phone but the second call was made from my cell phone on Jan30th at 4:06pm and lasted minutes (check in date was Feb6th, 2015)I have proof of the callPlease see attachmentDuring this call I asked if any of the other ladies would be allowed to check in and how we should go about paying off the balanceThe representative was very polite and stated the others could check in without any issues as long as the balance was paid in full prior to check in and asked that I provide some names of the other ladiesAt this point I provided her names and also told her I would be out of the country for seveal weeks and not reachable during that time frameI can also provide proof that I was out of the country at the time of cheand therefor unable to make the "day of" call as stated in the PMCC's previous reply
PMCC is correct in that the ladies originally complained about the bugs, ants and bloody band aid on the wall but did not immediately call back for bug spayWe are group of working professionals, many of which have small childrenThe ladies decided to clean it up and make the best out of the weekend
The ladies did call back the evening of the 7th because it had gotten worseLIVE coack roaches had begun to crawl out from walls, ceilings, KITCHEN counters and bedsOne lady had a roach crawl across her foot while she used the restroomAnother lady was sitting on the bed pumping breastmilk only to see another roach crawling across the bed toward her and finally another lady had one fall on her while she sleptAt no point did any of the ladies state there were anything but cockroaches in the cabinIt is entirely fabricated that we called about "large palmetto bugs" in the houseI'll be honest, we're business professionals and mothers, not entomologistsThe night manager (***) did offer a few solutions: check out, bug spray or move the group to another cabin, however she did NOT tell the group WHICH cabin they would potentially move toThe night manager never offered to assist with spraying because she "had a baby at home." Unbeknownst to her she was talking to a group of young mothers with babies at home as wellWe have used PMCC for many years (approximately 7) for our "mother's/girls weekend away" and have never had any issues and therefore never filed a complaint until nowEVERY SINGLE YEAR we book in the winter time (we like to celebrate Christmas together if possible). We also have the same traditions every year; we build a fire, play games, have some wine and a potluck dinnerI simply cannot accept the fact that a fire in the fireplace and an open door for a few minutes can cause that many dead and live coackroaches to appear since we have never had this issue beforeOn the last day of their stay the ladies turned in a written complaint (see attached) signed by the Cabin # (not one person as stated in the reply)At this point they spoke with the front office representative and asked them to review the complaint and get back with themAs you can see in the letter attached, at no point did it state anyone would "ruin us all on review and social media if we didn't give them their money back." Two weeks went by with no reply so the group appointed one lady (***) to get in contact with PMCC regarding the complaint*** at PMCC comunicated wtih *** through seveal emails (attached) and seemed interested in resolving the situation*** was the night manager on the evening of Feb7th but *** is the day Manager which shows her story is also based on "hearsay." *** and *** corresponded without complications until *** stated should would get back with *** about a potential refund*** did not hear back and attempted to follow up twiceAt this point some of the ladies posted negative review on Yelp, TripAdvisor and FacebookThis finally got the attention of PMCC to take our complaint seriouslyAFTER the negative reviews were posted did *** tell *** that she was attempting to get in touch with me and could only speak with me regarding a refund*** never advised *** at any point that she was trying to get in touch with me prior to the reviewsPMCC did not offer a refund of $They offered a refund of $(PMCC profit from ONE night) and a waiver of the cleaning fee on our NEXT stayConsidering we spent approximately $and we're repeat customers we did not feel this was an appropriate offer and asked for half our rental fee back in addition to a refund of the cleaning fee

I thank you for bringing this complaint to my attention and I
would like to take this time to let you know the details about the complainants
stay...

here at PMCC Resort. The complainant had a reservation with us for herself
and a group of ladies for a "girl’s weekend" here at PMCC. On the day
of check in she called the office to make payment and advised the office that
one of the other ladies staying would check in because she would be a late
arrival. The ladies stayed with us Friday - Sunday, February 6-8, 2015. On
Saturday afternoon the front office received a call regarding a couple large
dead outside bugs. The staff told the ladies that someone could come by and
spray or if they felt uncomfortable that we would be more than happy to move
them to another chalet. The ladies informed the front desk that if needed they
would stop by the office. No one ever stopped by so the staff felt the issue
was resolved. Later that night around 11:45pm there was a call to the night
manager regarding large palmetto bugs (outside tree bugs) inside the chalet. We
understand we are in a 65 acre wooded Resort and it is extremely cold out so
outside bugs can appear inside but we wanted to address and fix the situation
if possible. The night manager went over to the chalet to find all the doors
open, the fire burning in the fireplace, lots of ladies drinking and having a
great time. They even offered the manager a drink. They complained about the
large outside bugs being inside the chalet. The manager explained with the
doors open, fire burning and the heat on the outside bugs are going to come
inside the chalet. The manager then offered to move/upgrade the ladies to the
neighboring 8 bedroom chalet free of charge but they informed her they were too
drunk to relocate. The night manager then sprayed the inside of the chalet and
instructed the ladies to close all the doors, if they did not the bugs would
continue to come inside. The next day was check out, we never heard anything
regarding the incident so the front office assumed all was resolved and
well. 
 
The following week we received a hand written letter signed by
someone other than the complainant. The letter stated the ladies were going to
ruin us on all review and social media sites if we didn't give them their money
back. The Resort manager, myself, tried contacting the actual guest who the
reservation was under (complainant) with no luck. After emails correspondence
with the letter writer we learned that the complainant was out of the country
and not even present during the stay. This raised all the red flags. Due to our
policy we can only communicate and/or refund with the actual card holder, whom
wasn't the letter writer. We informed the letter writer that once the
complainant was back in the country we would discuss the issues and come to an amicable
resolution. Once the letter writer learned of this she and the other ladies
went to bashing PMCC Resort on all review and social media sites. A couple
weeks later the complainant contacted our office to inform us of all the
different stories her friends told her and what she could get from our email
correspondence with the letter writer. Again, more red flags raised because she
wasn't even here and is acting on mere hearsay. After she heard our side of the
story she advised us that she would speak with all the ladies and advise them
to take down their negative reviews. The owner of the Resort then contacted the
complainant and explained his concerns about her not being on property. He also
explained that the staff did their due diligence in offering to relocate the
ladies to another chalet on two different occasions but they were too
intoxicated to do so. The first night of the stay there were no problems. The
second night the issues seemed to be caused due to the opened doors and warm
invite to the bugs, so no money should be refunded. Even with this in mind the
owner offered $250 total refund because they were repeat guests. This is when
the complainant felt insulted and realized they were not getting a full refund.
Next, they put all the reviews back up and found the Revdex.com.
 
We truly think we handled this according to our policies and as
well as we could considering the complainant was not ever on our property and
is acting on mere hearsay of intoxicated friends.