Complaint Review

Scenic cabin rental

Report: #953746

Thu, October 11, 2012
Mon, October 15, 2012
Reported By:
New Albany Indiana United States of America
Scenic cabin rental
PO Box 52, Internet United States of America Phone:

Scenic cabin rental Refused to compensate for or even acknowledge their mistake, Internet

*REBUTTAL Owner of company: Scenic Cabin Rentals

We rented a cabin during our children's fall break from scenic cabin rentals to do some family hiking. We purposely chose a cabin that had a hottub because we knew we would be sore from hiking. While we were gone on our first hiking trip, a maintenance guy called wanting us to call back as soon as possible because he needed to "clean the hottub". We got the message when we neared the end of our hike & regained cell service. We immediately called the number & was told by office staff that they had "no idea" what we were talking about. Ok, we thought, maybe he had the wrong cabin.

When we got back to our cabin that afternoon, we found our hottub drained. He had decided to empty it & clean it - and left because you need to run a hose from inside to re-fill it! I guess the office person doesn't know what the maintenance guy is doing. So I call the office again & tell them what we've come back to, shortly thereafter the maintenance guy shows back up & re-fills the hottub & tells us it will be ready for use "in about an hour". Yeah right. By that night, it was 74 degrees only.

So about 730 pm, I call the office back to let them know that we are unable to use our hottub, we paid for a cabin WITH a hottub (and they don't mind advertising that in CAPS LOCK on their website and charging extra for those little perks), and I told them I felt we should be compensated or partially reimbursed for that. The man "taking phone calls" for the office argued with me saying that there was nothing he could do, it's already been done, even trying to assign blame insinuating that we had caused the hottub to be filthy because it looked like "someone had taken a bath in it"!! He also tried to act like it was some how our fault that the maintenance guy couldn't get ahold of us sooner in the day, as if that should matter!!!??? I said we deserve SOMETHING. He said he would figure something out and call me the next day.

Well GUESS WHAT? No phone call, no apology, NOTHING. The next night the hottub only reached 95 degrees, still unable to use it. So only 1 out of 3 days were we able to enjoy it and the management running the place couldn't care less.

This report was posted on Ripoff Report on 10/11/2012 03:27 AM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 REBUTTAL Owner of company

Scenic Cabin Rentals

AUTHOR: Scenic Cabin Rentals - (United States of America)

Just to respond to a complaint regarding Scenic Cabin Rentals. The complainant received a $100 refund to her credit card immediatley so we are not sure of why she indicates she was offered nothing. Secondly, she wass talked with and resoponded to via email about this situation. She is upset because the hot tub at the cabin she was staying in got cleaned and drained on a Saturday during her stay. It was explained this was simply a scheduling error by our mainteance department. Typically, we clean hot tubs before and after stays. However, October is such a busy month with lots of back to back cabin rentals that the maintenance guy made a mistake and drained that cabin on day this party was out hiking. Since no cars or people at the cabin, he assumed it was vacated and proceeded to drain the outside hot tub. About halfway through he realized people were still there by noticing through a window that items were still in cabin. He called to inform the office at which time we tried to contact the renters. Because cell phones do not work well in eastern Kentucky we were unable to connect with the renters. At this point, he was informed just to continue to drain it and clean it, but it could not be re-filled without access to the inside of the house becasue the water faucet is inside this cabin. We have a policy of not entering cabins during rental periods and since no one was home he could not get in.

There is no "rip off", no poor customer service, as matter of fact we tried couple times to call but cell phones did not connect and they were immediately given $100 refund on her credit card for the inconvenience. She was emailed this information but maybe she does not read her email and must not do online banking to see the refund.  This was just a scheduling error, a human mistake, no harm done, except the hot tub could not be used for one night.

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