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From: [redacted] [mailto:***[redacted] ] Sent: Saturday, November 28, 11:AMTo: complaints Subject: Re: You have a New Message from Serving Alaska, Oregon & Western Washington Complaint # [redacted] The business is in denial, and are not responding with the truth.....I am dome with their [redacted] ***

From: [redacted] [mailto:[redacted].[redacted]] Sent: Saturday, November 28, 2015 11:23 AMTo: complaints Subject: Re: You have a New Message from Serving Alaska, Oregon & Western Washington Complaint #[redacted]
The business is in denial, and are not responding with the truth.....I am dome with their [redacted].

Hello [redacted], & [redacted]This letter is to reply to addressing the [redacted] issues to your letter ID [redacted]. The is right “there are two sides to every story”.  As for both parties reaching a mutually agreeable resolution, we are okay with sending the [redacted] a check for...

the senior discount that [redacted] has pointed out within your letter.  But before we send him the check, we will address each of their issues within this letter to factually state our positions and the level of service we provide to our guests. First I need to address, the [redacted] several concerns “Their disappointment” of services in this letter. As I reply to these issues, I need to bring to the’s attention that the [redacted] have stated their opinion of service to you, and on other public forums that have false and slandering statements.  Some of their statements are defamatory and harmful to our business. Theresa and I have addressed the [redacted] directly on another forum online and we have never spoken to them on the phone about any of their level of service issues.  We are surprised, that their stay was so displeasing to them, because they never came to the office or called us when they were at the cabin. If they had we could have address their issues at that time.Stove not working: We informed [redacted] and [redacted], at check-in we had not used the stove since we bought the place so we weren’t sure how well they worked. Therefore we hadn’t supplied pots and pans to cook with. We did NOT say it didn’t work. And, they replied that it wasn’t a problem.Kitchenette: This is the only cabin that has a dated kitchenette, but it is a kitchenette that works. See attached photo. We provide in this cabin the following items; refrigerator, microwave, coffee pot, two coffee cup with spoons, two water and wine glasses, small cutting board with knife, cloth napkins, bottle wine towel, refrigerated coffee creamers, and bottle water, small welcome snack basket and wine available to purchase.  As for no plates, silverware or cooking utilities: The [redacted] are right we don’t stock these items, but are happy to provide them on request.  We did notice (house cleaning and I) that the [redacted] came to the lodge dinning room at one point and picked-up plates and silverware, but never used them.  We did reply to the [redacted] that providing pots and pans are a good idea in another email. But have removed them and added a table-tent card asking guests please come to the lodge office and we’ll be happy to provide these items. Firewood at the upper fire pit: We did have a limited amount of firewood up at the fire pit, but don’t encourage people to use it since WA just lifted the fire ban.  Please remember the State of Washington lifted the fire ban 2 days before the [redacted] arrival. With the tall dry grasses surrounding the upper fire pit area we choose not to stock more than a few pieces of wood at this time. We do provide a beautiful patio area (lower lawns) with tables with umbrellas, chairs and a chimenea with firewood provided along with a bucket of kindling wood and Wetfire, firer starters. Which was pointed out to them.Shady Characters:  The [redacted] states 2 minutes upon arrival:  The descriptions of these other guests are their choice of words to call this couple.  Unfortunately the [redacted] were coming from their cabin and walked through the parking lot in front of the lodge office and over heard myself speaking on the phone with the sheriff at 3:30pm regarding the removal of this couple. We will always take the necessary steps to ensure the safety of our guests and masseuses when it comes to guests that are under the influence of illegal substances. When they mentioned that to Theresa, she shared with them that the couple had taken their luggage when they left for the day and that it seemed like a shady practice to her.  It’s sad to see that the [redacted] again choose to embellish on their comments “booked out” that night, and the two other nights that particular cabin was not booked and our reservation software will state this. In closing to this reply letter to It is clear that Theresa and I, and our cabin attendances did not meet the [redacted] expectation when they stayed at the cabins.  We are surprised that they feel lied to about the stove, and misunderstood the burners don’t work well.  We know the [redacted] are disappointed and even angry with us, but why they are making a statement about another guest’s issues (removal of the couple with the Sheriffs knowledge) and bringing it to’s attention is slandering, especially when it has no bearing on them. This type of public forum is definitely defamation.  It is apparent to us, the [redacted] had time to go back and review our whole website and see we all offer. That way they figured out we had a senior discount available, but had never asked us for it until now.  One other bit of information, if the senior discount was so important to them, they should have informed us at time of making reservations and or at check-in, not after their stay. How are innkeepers / owners supposed to know if guests are over 60 with out being told upfront?  We expect by sending the $60.00 check the [redacted] can feel that we are honoring what we advertise on our website, even if its after-the-fact, and that it gives them the resolution they’re looking for.

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Address: 1261 Wind River Rd, Carson, Washington, United States, 98610


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