“SCAMMED - CHARGED $81.94 - CLEANING CREW INVITED US IN 30 MIN. BEFORE CHECK-IN.
We're from out of town & arrived 30 min. early (around 3:30.) We decided to tour the neighborhood & get a look at which cabin was ours. Cleaning ladies were leaving our cabin & told us, "It's ready. You guys can come on in." They left, & we unloaded our suitcases. If they'd said, "It's ready. You guys can come on in, but not waiting 30 more minutes will cost you $81.94," we'd have stayed in our car.
We're still dealing with this 10 weeks later. A man representing management told us this morning: You were not supposed to enter until 4:00. It's in the agreement. The cleaning ladies only work for us. You should have known not to enter for 30 more minutes even if they did invite you inside.
1. We left our cabin very clean (we always do.)
Management made it clear from the beginning that if we left a glowing review online it would "EXPEDITE" our refund. This was not true. We left a good review of the cabin, but it still took TWO MONTHS after check-out to receive any of our refund. At that point, we saw it was only a PARTIAL refund and learned we had been CHARGED for an early check-in we didn't ask for.
2. So, we contacted management expecting help & understanding. We explained we'd been INVITED inside by the cleaning crew who was leaving at 3:30. The man representing management said he'd check CAMERA FOOTAGE. Evidently, he was just blowing us off because for the past 2 weeks he hasn't called us back or answered any of our calls.
3. Today we finally used a different phone number to call & he picked up right away. When the man realized we wanted to follow up about the camera footage & our refund, he made it clear that
he had watched the footage & that what we had explained was true & that was keeping our $81.94 anyway.
4. Here's the kicker... We told him that our extended family rents enormous properties every summer for a reunion & that we had considered renting his very large, very expensive property across the street from our cabin for several days later this summer. We explained that, because of such awful customer service & because they'd unfairly taken our money, we would not be seeking to rent his larger property. HE IMMEDIATELY SAID, "If you'll book that, I'll refund your money!" Seriously? So you can cheat even MORE money from our family? No, thank you. ”
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