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The Wagner at Duck Creek, LLC

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The Wagner at Duck Creek, LLC Reviews (1)

Dear BBO, please see the response below and also the details attached:  The guests who have filed this complaint attempted to reserve their stay via [redacted]. We declined it on [redacted]'s website given the number of guests they were proposing to have (14 adults). Further, it was New Years...

weekend, and we were concerned a large party would perhaps result. We typically allow 10 adults and 12-14 total if there are kids in the mix. We received a second inquiry from another guest in the same party. This was also declined. Evidence of both is can be forwarded via [redacted], VRBO, or us if you prefer. They sent additional correspondence earnestly seeking accommodation when they realized that this house was part of a larger hotel property. I recommended that they call guest services directly so we could discern whether we would split the group or charge a premium for the cottage.  On the night their space was formerly reserved, they had called guest services, and I was conferenced in to "approve". [redacted] was our guest services representattive who was on staff that night and called me for guidance. Our guest services team knows that we do not typically permit groups of 14; and, certainly not at a "standard" [redacted] rental rate. I indicated that we would approve their stay for a premium rate if they agreed. We typically allow 10 adults, they were asking for 14. We typically do not include breakfast for guests who book via [redacted], but here we would. The premium rate offered was $525 per night. They were informed that this would be the rate per night, plus a security of $500. They booked, and then were charged accordingly. The guest tried to use the "[redacted]" rate as a basis for their persistent complaints; but, you can see the denial (twice) of their reservation points to our unwillingness to rent under those terms. And, we never allowed them to book via [redacted] because it was in contravention to our policies. Further, we currently regret having returned their full security ($500) as they left the place trashed with burn holes in the rugs, broke the antique door, the front lock, silverware was broken, and glass was broken. (the 100 year old lever to the antique door was stolen, and they left a peeler bent in 1/2 and stuck in a planter). We have had to re-paint as there was spaghetti splatter all over one of the walls of the kitchen. We literally have furnishings that need to be enitrely replaced (bedding, rugs, side tables, etc). We did return the security given the tantrum about the rate that our guest services staff was receiving publically from these guests. It was against policy, but we had a new person at the desk at the time who felt coerced.  The following quickly "models" what their rate would have been under a variety of scnearios: [redacted]: $294 per night plus $175 cleaning fee, $42 tax, and $500 security. In this scenario they would have paid and been charged $1305. They would not have received their security deposit (nor should they under any circumstance). BUT, we never would have rented under these terms given the number in the party (hence the two DECLINES)DIRECT BOOKING NO PREMIUM FOR MORE PEOPLE: $400 per night plus $175for cleaning, plus $39 per night for taxes. There is a security of $300 taken for groups over 6. In this scenario, they would have paid $1053 and been charged $1328 given the terrible condition of the premise as it was left. DIRECT BOOKING WITH A PREMIUM FOR EXTRA PEOPLE: $525 per night plus $66.55 per night for taxes. There is a security of $500 taken for groups over 8. In this scenario, they would have paid $1183.11 + $500 = $1683.11TOTAL. Bullet three is what [redacted] and [redacted] were initially charged. They were reimbursed their security even though they trashed our home; thus, their actual payment was $1183.11. This is less than ALL of the scnearios.  We are very distraught over their attempt to defame us and our business. We will seek legal action if any of this fraudulant filing ends up in print; and, given the condition of what we have been left with and the manner in which our team has been treated, we may decide to do this anyway. I am happy to answer additional questions or provide additional detail.  In short, their "complaint" is a boldface lie, it is defamation, and we will seek legal action if anything is posted regarding our business given the manner in which we OVER delivered; including returning to them far more than was due. They have been blacklisted in our system and we will not extend a reservation to them again, sadly.    Kind regards, Erica THE WAGNER AT DUCK CREEK[redacted] ESQ, MCR, Proprietor[redacted]
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Address: 70 Main St, Wellfleet, Massachusetts, United States, 02667

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