Tuscarawas Tax & Insurance Service

It was very unfortunate to hear that this guest was unable to to keep his reservation with us due to his wife's unexpected passingAs a broker between the guests we rent to and the owners of the properties we manage, we have to look out for all parties' best interestsDue to the nature of this cancellation, we made an exception to our cancellation policy, which states that if a cancellation takes place within days of arrival and the guest declined to purchase vacation insurance, we are only able to refund our fees and the rental cost is forfeitedAfter discussing the situation with the owner of the property, we told the guest that if we were able to re-rent any of the nights he had booked then we would refund him the rental cost for those nightsWe tried to promote the nights on our Facebook and our reservationists encouraged potential renters to take the nightsWhen within of the reservation the nights had not re-rented and chances were that it would not, the owner decided to take down two of the nights in order to do maintenance since it is our peak season and the property is often bookedWe strongly encourage our guests to take vacation insurance in the event that the unexpected occurs and we were disappointed that we were unable to re-rent the nights that the guest had to cancel

I have reviewed the response offer 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.The response clearly fails to reference the wasps and other bees that were swarming all over the outside of the house as well as the numerous wasps that were inside the house? It was substantially more than carpenter bees? They also fail to reference the many conversations I had with the exterminator and their employee which both clearly told me this was really bad? They also failed to mention [redacted] told me they likely should not have rented the place to me? We had no where to go or relocate to? [redacted] told me this when I spoke to him that they were booked, so his comments are very misleading? We also had dogs and could not go to a hotel? We tried to work with these folks? But I am then told this issue was clearly not a new issue from exterminators and [redacted] tells me after the fact in hindsight they should not have rented the place, our request is very reasonable? We tried to work with these folks? Even after spraying and hanging traps, this did nothing to help the situation? We should get a full refund? [redacted] told me my $ask was not unreasonable and he would "fight for me" to get this from the owner? If someone from management makes this concession, it makes it even more clear my ask is reasonable and this place should have never been rented to us due to safety concerns? I am greatly disappointed by the clear misleading comments in their response? Regards, [redacted]

We regret that Mr [redacted] and his guests had to be inconvenienced with bees during their stayThis was certainly unexpected and unfortunately where bees decide to borrow is out of our control, we can only respond with the best course of action we know to take (trapping and killing the bees)When Mr [redacted] and party first mentioned the bees to us, it was after we prompted them and asked how their stay was going (two days into their stay)We offered to come spray for them, which came as a happy surpriseWe came out immediately and when we recognized the bees were carpenter bees and spray would not be effective, we scheduled for someone to come and set traps and plug the holes at their earliest convenienceMr [redacted] and his party seemed very pleased with our response at this time as well as accepted our offer to come and have lunch on us with his party at our sister company’s restaurant while the work was being completed ($value)We made the guests aware that there was no way to ensure that our methods would completely get rid of the bees in the two days they had left in their stayAt no point did the guests ask to relocate to another property, or leave the property during their stayAt no point were any of the guests stung/injured by the beesThe guests appeared to be gracious with our response.? After leaving, Mr [redacted] and his party asked for a $refundDue to our initiated, quick response, free lunch, as well as the party not requesting to vacate or relocate at any time, we felt this amount was unreasonableWe compromised and offered an additional compensation of $(the cost of a weekend night at that property in the off season plus tax) making a total compensation valued at $Mr [redacted] informed us that this offer of a refund was not acceptableDue to the nature of our last conversation with Mr [redacted] as well as recent developments, we can no longer offer any further amount of compensation past the value of the free lunch that we have already given

"It was very unfortunate to hear that this guest was unable to keep his reservation with us due to his wife going into laborThe guest called us the day before his scheduled arrival date to cancel his weekend reservationSince we know that these types of situations occur, we offer our guests Travel Insurance for the nominal cost of 7% of their stay – the guest chose to decline this insurancePer the rental agreement between the guest, and us, that we have all our guests sign - our cancellation policy clearly states that we can only refund fees such as the damage deposit fee and cleaning fee in the event of a cancellation within days of arrival (with insurance, he would have received a full refund) We refunded these fees to the guest immediately upon cancellationAs a property management company, we have to look out for the best interest of both our guests and the owners of the properties we rent, which is why we have these policies in our rental agreement in placeThere was not enough notice of cancellation given for us to be able to re-rent the property"

I have reviewed the response offer 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.The response clearly fails to reference the wasps and other bees that were swarming all over the outside of the house as well as the numerous wasps that were inside the house It was substantially more than carpenter bees They also fail to reference the many conversations I had with the exterminator and their employee which both clearly told me this was really bad They also failed to mention *** told me they likely should not have rented the place to me We had no where to go or relocate to *** told me this when I spoke to him that they were booked, so his comments are very misleading We also had dogs and could not go to a hotel We tried to work with these folks But I am then told this issue was clearly not a new issue from exterminators and *** tells me after the fact in hindsight they should not have rented the place, our request is very reasonable We tried to work with these folks Even after spraying and hanging traps, this did nothing to help the situation We should get a full refund *** told me my $ask was not unreasonable and he would "fight for me" to get this from the owner If someone from management makes this concession, it makes it even more clear my ask is reasonable and this place should have never been rented to us due to safety concerns I am greatly disappointed by the clear misleading comments in their response
Regards,
*** ***

have reviewed the response offer 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.They did nothing but respond with the same generic response they give any person who cancels a reservation, to them apparently having your wife of years pass awayis no different than having a car problem or work issues and having to miss your reservation And the fact that they allow their property owners to hide behind them in these situations.I realize there is nothing I can do, but I continue to use every media source I can to make people aware of how they treat people.
Regards,
*** ***

I have reviewed the response offer 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.The response clearly fails to reference the wasps and other bees that were swarming all over the outside of the house as well as the numerous wasps that were inside the house It was substantially more than carpenter bees They also fail to reference the many conversations I had with the exterminator and their employee which both clearly told me this was really bad They also failed to mention *** told me they likely should not have rented the place to me We had no where to go or relocate to *** told me this when I spoke to him that they were booked, so his comments are very misleading We also had dogs and could not go to a hotel We tried to work with these folks But I am then told this issue was clearly not a new issue from exterminators and *** tells me after the fact in hindsight they should not have rented the place, our request is very reasonable We tried to work with these folks Even after spraying and hanging traps, this did nothing to help the situation We should get a full refund *** told me my $ask was not unreasonable and he would "fight for me" to get this from the owner If someone from management makes this concession, it makes it even more clear my ask is reasonable and this place should have never been rented to us due to safety concerns I am greatly disappointed by the clear misleading comments in their response
Regards,
*** ***

I have reviewed the response offer 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
So you do admit it’s not private and there are “neighbors” which is why your description is very falsely advertisedYou may not be able to “see” the other property’s but you can definitely hear themIt made us feel very uncomfortable and unsafe having people right on top of usWe paid $for privacy not to be on top of others homesThis is just ridiculous.
Regards,
*** ***

have reviewed the response offer 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.They did nothing but respond with the same generic response they give any person who cancels a reservation, to them apparently having your wife of years pass awayis no different than having a car problem or work issues and having to miss your reservation And the fact that they allow their property owners to hide behind them in these situations.I realize there is nothing I can do, but I continue to use every media source I can to make people aware of how they treat people.
Regards,
*** ***

We regret that Mr*** and his guests had to be inconvenienced with bees during their stayThis was certainly unexpected and unfortunately where bees decide to borrow is out of our control, we can only respond with the best course of action we know to take (trapping and killing the bees)When
Mr*** and party first mentioned the bees to us, it was after we prompted them and asked how their stay was going (two days into their stay)We offered to come spray for them, which came as a happy surpriseWe came out immediately and when we recognized the bees were carpenter bees and spray would not be effective, we scheduled for someone to come and set traps and plug the holes at their earliest convenienceMr*** and his party seemed very pleased with our response at this time as well as accepted our offer to come and have lunch on us with his party at our sister company’s restaurant while the work was being completed ($value)We made the guests aware that there was no way to ensure that our methods would completely get rid of the bees in the two days they had left in their stayAt no point did the guests ask to relocate to another property, or leave the property during their stayAt no point were any of the guests stung/injured by the beesThe guests appeared to be gracious with our response. After leaving, Mr*** and his party asked for a $refundDue to our initiated, quick response, free lunch, as well as the party not requesting to vacate or relocate at any time, we felt this amount was unreasonableWe compromised and offered an additional compensation of $(the cost of a weekend night at that property in the off season plus tax) making a total compensation valued at $Mr*** informed us that this offer of a refund was not acceptableDue to the nature of our last conversation with Mr *** as well as recent developments, we can no longer offer any further amount of compensation past the value of the free lunch that we have already given

We are very disappointed that the guest did not like *** *** or the surrounding areaAlthough you cannot see trailers from the property, you do have to drive by a couple on your way to the propertyThe neighbors who live in those homes are very kindIn our years as a
company (with around reservations a year) we have never had any criminal incident with any of our homes or guests.We are attaching a video to show the property that *** *** sits on to illustrate that it is private and that we represent it accuratelyAgain, we are sorry the guest did not feel safe although we have no reason to believe that any of the homes neighboring any of our properties are a threat to any of our guestsAs such we will not be compensating the guest any further - per our rental agreement once we are within days of arrival the only refundable amounts are the cleaning fee and accidental damage insurance in the event of last minute cancellation which we have already refunded. You cannot see a single other home from the cabin (including the trailers mentioned on the drive in). The following videos are of the property itself as well as the interior of the propertyWe have too included the listing so that it can be compared to the video***
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*** *** *** ***

It was very unfortunate to hear that this guest was unable to to keep his reservation with us due to his wife's unexpected passingAs a broker between the guests we rent to and the owners of the properties we manage, we have to look out for all parties' best interestsDue to the nature of this
cancellation, we made an exception to our cancellation policy, which states that if a cancellation takes place within days of arrival and the guest declined to purchase vacation insurance, we are only able to refund our fees and the rental cost is forfeitedAfter discussing the situation with the owner of the property, we told the guest that if we were able to re-rent any of the nights he had booked then we would refund him the rental cost for those nightsWe tried to promote the nights on our Facebook and our reservationists encouraged potential renters to take the nightsWhen within of the reservation the nights had not re-rented and chances were that it would not, the owner decided to take down two of the nights in order to do maintenance since it is our peak season and the property is often bookedWe strongly encourage our guests to take vacation insurance in the event that the unexpected occurs and we were disappointed that we were unable to re-rent the nights that the guest had to cancel

We regret that Mr*** and his guests had to be inconvenienced with bees during their stayThis was certainly unexpected and unfortunately where bees decide to borrow is out of our control, we can only respond with the best course of action we know to take (trapping and killing the bees)When
Mr*** and party first mentioned the bees to us, it was after we prompted them and asked how their stay was going (two days into their stay)We offered to come spray for them, which came as a happy surpriseWe came out immediately and when we recognized the bees were carpenter bees and spray would not be effective, we scheduled for someone to come and set traps and plug the holes at their earliest convenienceMr*** and his party seemed very pleased with our response at this time as well as accepted our offer to come and have lunch on us with his party at our sister company’s restaurant while the work was being completed ($value)We made the guests aware that there was no way to ensure that our methods would completely get rid of the bees in the two days they had left in their stayAt no point did the guests ask to relocate to another property, or leave the property during their stayAt no point were any of the guests stung/injured by the beesThe guests appeared to be gracious with our response.? After leaving, Mr*** and his party asked for a $refundDue to our initiated, quick response, free lunch, as well as the party not requesting to vacate or relocate at any time, we felt this amount was unreasonableWe compromised and offered an additional compensation of $(the cost of a weekend night at that property in the off season plus tax) making a total compensation valued at $Mr*** informed us that this offer of a refund was not acceptableDue to the nature of our last conversation with Mr *** as well as recent developments, we can no longer offer any further amount of compensation past the value of the free lunch that we have already given

It was very unfortunate to hear that this guest was unable to to keep his reservation with us due to his wife's unexpected passing. As a broker between the guests we rent to and the owners of the properties we manage, we have to look out for all parties' best interests. Due to the nature of this...

cancellation, we made an exception to our cancellation policy, which states that if a cancellation takes place within 30 days of arrival and the guest declined to purchase vacation insurance, we are only able to refund our fees and the rental cost is forfeited. After discussing the situation with the owner of the property, we told the guest that if we were able to re-rent any of the nights he had booked then we would refund him the rental cost for those nights. We tried to promote the nights on our Facebook and our reservationists encouraged potential renters to take the nights. When within 24 of the reservation the nights had not re-rented and chances were that it would not, the owner decided to take down two of the nights in order to do maintenance since it is our peak season and the property is often booked. We strongly encourage our guests to take vacation insurance in the event that the unexpected occurs and we were disappointed that we were unable to re-rent the nights that the guest had to cancel.

"It was very unfortunate to hear that this guest was unable to keep his reservation with us due to his wife going into labor. The guest called us the day before his scheduled arrival date to cancel his weekend reservation. Since we know that these types of situations occur, we offer our guests...

Travel Insurance for the nominal cost of 7% of their stay – the guest chose to decline this insurance. Per the rental agreement between the guest, and us, that we have all our guests sign - our cancellation policy clearly states that we can only refund fees such as the damage deposit fee and cleaning fee in the event of a cancellation within 30 days of arrival (with insurance, he would have received a full refund).  We refunded these fees to the guest immediately upon cancellation. As a property management company, we have to look out for the best interest of both our guests and the owners of the properties we rent, which is why we have these policies in our rental agreement in place. There was not enough notice of cancellation given for us to be able to re-rent the property. "