Resort Realty

Unfortunately, there are times when unforeseen mechanical failures in a home may occur that cause changes to be made that are out of our controlThe [redacted] checked in on Thursday and did not notify us they had a clogged toilet until Saturday afternoon at approximately 4:P.M As soon as the guest notified us of a problem, we came to the home immediately, and we were unsuccessful at unclogging the toilet in the downstairs bedroom We were unable to get in touch with a plumber so late in the day on the holiday weekend so we gave the [redacted] the option of temporarily moving them to another nice home until the downstairs master bathroom toilet was operable I had truly hoped, given the situation of the downstairs bathroom being out of service, temporarily moving the guest to another bedroom luxury home two houses down the street would be a great solution Our Rental Policies clearly state, Resort Realty may move guests to another property if there is a mechanical failure in the home On Sunday morning, we had a handyman snake the toilet, our housekeeping clean the bathroom and successfully flushed the toilet several times We attempted all day on Sunday to call the guests to let them know they we would need to move their things back to their original property booked, and our phone calls were ignoredAfter leaving a message on the door of the home, the [redacted] 's finally responded and Mrs [redacted] proceeded to verbally assault me over the telephone We gave them the option to move back to their booked property on Sunday evening or Monday morning We told them they could go skiing as they had planned on Monday and our staff would even move all their things for them They called back and said they preferred us to move them that eveningOn Sunday evening at 9:p.m., staff members moved all of their belongingsMrs [redacted] verbally assaulted my staff and was quite belligerent and rude to our staff during the moveAt 11:p.mMrs [redacted] notified us the toilet was clogging up againFortunately, we were able to get a plumbing company to resolve the clog early on Monday morning The plumbing company advised us the [redacted] had used an extremely large amount of toilet paper that had clogged the toilet and as long as nobody flushes excessive amounts of toilet paper again we will not have any problems in the futureIn conclusion, we have never had a problem with the plumbing and the [redacted] caused the toilet to clogOur Rental Policies state they owe us for the damage they caused to the property Our damages and expenses incurred include the cost for the cleaning and rent of the replacement property for one night, the cost of our staff moving their belongings, as well as the plumbing bill

Complaint: [redacted] I am rejecting this response because:My complaint is not because of a fail in the reservation system or a quote with the wrong rate We were told by Bobbie [redacted] M [redacted] that it is too difficult to keep up with all of the websites Red River Resort Realty advertises on and too difficult to keep up with every property, so rates may not be correct on sites like FlipkeyBobbie [redacted] M [redacted] directed us to the [redacted] website at one point in our conversations referring to this website as the one with the correct ratesThe [redacted] website allows for customers to make reservations not get a quote I made a reservation on this site receiving a confirmation email with a confirmation reservation number, not a quoteNever once during our conversations with Bobbie [redacted] M [redacted] did she mention that their reservation system failed She told us that the owner did not approve the reservation since it was not the correct rateIt was our understanding that the system worked as intended and reserved the rentals with the correct rate in the systemRed River Resort Realty failed to update the system to the appropriate rate She also did not try to find a comparable solution for their mistake Instead our reservation was cancelled with no explanation See below email from Bobbie [redacted] M [redacted] :Dear [redacted] and [redacted] ,Unfortunately, we will be canceling your reservation for the [redacted] confirmation # [redacted] effective today October 27th, We have not charged your card on fileI apologize for any inconvenience this may have caused.-- Kindest Regards,?Bobbie [redacted] M [redacted] This email proves that we had a reservation not a quote and there is no mention of a reservation system failure Regards, [redacted] [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 if he complaint will be closed Administratively Resolved]

We sincerely apologized to this guests whom we were unable to accommodateWe hate when we are unable to rent a property to a guestOur goal is always to give our guest a memorable vacation experienceUnfortunately, sometimes we fall shortIt greatly saddens me that our new reservations system
failed us and quoted this guest the wrong rateI am happy that we caught this mistake prior to charging this guestThe technicians with our reservation system have resolved this error and have told us it will not happen againAgain, my apologies for the inconvenience to Mrs ***.Kindest Regards, Diane *** S***

Unfortunately, there are times when unforeseen mechanical failures in a home may occur that cause changes to be made that are out of our control. The [redacted] checked in on Thursday and did not notify us they had a clogged toilet until Saturday afternoon at approximately 4:00 P.M.  As...

soon as the guest notified us of a problem, we came to the home immediately, and we were unsuccessful at unclogging the toilet in the downstairs bedroom.  We were unable to get in touch with a plumber so late in the day on the holiday weekend so we gave the [redacted] the option of temporarily moving them to another nice home until the downstairs master bathroom toilet was operable.  I had truly hoped, given the situation of the downstairs bathroom being out of service, temporarily moving the guest to another 4 bedroom luxury home two houses down the street would be a great solution.  Our Rental Policies clearly state, Resort Realty may move guests to another property if there is a mechanical failure in the home.  On Sunday morning, we had a handyman snake the toilet, our housekeeping clean the bathroom and successfully flushed the toilet several times.  We attempted all day on Sunday to call the guests to let them know they we would need to move their things back to their original property booked, and our phone calls were ignored. After leaving a message on the door of the home, the [redacted]'s finally responded and Mrs. [redacted] proceeded to verbally assault me over the telephone.  We gave them the option to move back to their booked property on Sunday evening or Monday morning.  We told them they could go skiing as they had planned on Monday and our staff would even move all their things for them.  They called back and said they preferred us to move them that evening. On Sunday evening at 9:00 p.m., 2 staff members moved all of their belongings. Mrs. [redacted] verbally assaulted my staff and was quite belligerent and rude to our staff during the move. At 11:00 p.m. Mrs. [redacted] notified us the toilet was clogging up again. Fortunately, we were able to get a plumbing company to resolve the clog early on Monday morning.  The plumbing company advised us the [redacted] had used an extremely large amount of toilet paper that had clogged the toilet and as long as nobody flushes excessive amounts of toilet paper again we will not have any problems in the future. In conclusion, we have never had a problem with the plumbing and the [redacted] caused the toilet to clog. Our Rental Policies state they owe us for the damage they caused to the property.  Our damages and expenses incurred include the cost for the cleaning and rent of the replacement property for one night, the cost of our staff moving their belongings, as well as the plumbing bill.

Complaint: [redacted]
I am rejecting this response because:My complaint is not because of a fail in the reservation system or a quote with the wrong rate.  We were told by Bobbie ** M[redacted] that it is too difficult to keep up with all of the websites Red River Resort Realty advertises on and too difficult to keep up with every property, so rates may not be correct on sites like Flipkey. Bobbie ** M[redacted] directed us to the [redacted] website at one point in our conversations referring to this website as the one with the correct rates. The [redacted] website allows for customers to make reservations not get a quote.  I made a reservation on this site receiving a confirmation email with a confirmation reservation number, not a quote. Never once during our conversations with Bobbie ** M[redacted] did she mention that their reservation system failed.  She told us that the owner did not approve the reservation since it was not the correct rate. It was our understanding that the system worked as intended and reserved the rentals with the correct rate in the system. Red River Resort Realty failed to update the system to the appropriate rate.  She also did not try to find a comparable solution for their mistake.  Instead our reservation was cancelled with no explanation.  See below email from Bobbie ** M[redacted]:Dear [redacted] and [redacted],Unfortunately, we will be canceling your reservation for the [redacted] confirmation #[redacted] effective today October 27th, 2015. We have not charged your card on file. I apologize for any inconvenience this may have caused.-- Kindest Regards,?Bobbie ** M[redacted]This email proves that we had a reservation not a quote and there is no mention of a reservation system failure. 
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]