Platinum Interchange

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Dear [redacted],
Thank you
for the information, again, about how the heating / cooling system works at the
[redacted].  We noticed you missed some important facts.  1) This
happened to us in two separate suites, on two separate occasions, not one as
you stated.  2)  The problem was not that we had to wait for the
heating/ cooling unit to respond, it was responding, as you well know.  It
was turning on the air conditioner (cooling the room and it was
wintertime).  3)  You failed to mention the two videos we have, of
the thermostats "cooling" our units, that we have requested [redacted] to
view and respond to, which you have not done.  4) You failed to address
the two threatening letters we received, in regards to this issue of viewing
the two videos.  5) The reason that no other owner has complained, since
the heating/ cooling system was installed in the 1980's, is because you never
negatively manipulated another owner's thermostat.  6) In the years we
have been pursuing this, you have never challenged our allegation that the thermostat
can be manipulated by maintenance.  7)  You used the words
"commercial space" for a reason.  The BACnet system installed at
the [redacted] (JC) is meant for commercial use.  However, JC is using it
in the residential, deeded suites.  We agree that the system is a
real cost savings, when it is not used maliciously against an owner.  You have admitted that this heating/ cooling
system is remotely controllable, by saying you will remove ours from the BACnet
system in whatever room we are in.  8) We live in Hawaii and cannot
easily attend Board meetings.  And since this Board refuses to communicate
with us and there are no laws in Nevada for deeded timeshare owners, [redacted] will
run for the Board to communicate this situation with the other owners and maybe
we can resolve this in that manner.
In the
interest of a simple resolution, we again ask that [redacted] agree to a meeting
with us, view the two videos we have of the thermostats being manipulated (now
three videos, as the same issue arose this morning), and possibly apologize or
arrive at another agreeable resolution.
Regards,
[redacted] and [redacted]

We have no record of this guest calling before their arrival. If they had called, they would have been informed to please provide pull-ups for the child. Magic Tree Resort does not furnish waterproof mattresses.
 
This guest  arrived the evening of the 30th of...

November after hours and picked up their key from the lockbox.  We asked the guest to please come down the following day to register. On the morning of December 1st,  the guest did come in late morning and register, never mentioning any issues or problems.
 
Later in the evening after 9pm,  the guest called the front desk and reported their two-year old child had soiled the mattress.  They also stated they called and requested mattress protectors due to the child having issues and wanted to be moved to another suite.  Since it was after hours our employees were instructed to leave the guests in the same suite and use the sleeper sofa, and we would speak to them in the morning. The guests became irate and stated bugs and ants were in the suite and requested to move to another suite.  They were not moved that night, and chose to leave the property.
 
We normally charge for property damage to our suites but chose not to charge the guest for the soiled mattress.