ComplaintsforTiffanys Resort LLC

• Initial Complaint

  08/31/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My boyfriend and I stayed at ********* resort this weekend for one night at Cabin 5. We found the place infectiously dirty to the level of health and safety. The cabin has tons of decaying wood peeling paint and obvious mold growing in and around the sink area. The caulking was little to nonexistent there was cracks in the concrete floor in the livingroom and bathroom, floors were so dirty that we had to wear our shoes and there were light fixtures that did not work. The windows did not stay open and if they did they had, there were broken screens. The furniture stained and dirty. We were concerned about COVID-19 sanitation lacking. The owners left at 5:30 pm and we had no one to contact. No instructions were left how to contact the owners. When we provided feedback the next day, the owners said sorry and we were not issued a refund for this inconvenience. These conditions destroyed our weekend away and we were found with no choice but staying in a filthy place.

  Business response

  09/07/2021

  Dear BBBResolutions Specialist,
  Thank youfor bringing this complaint to our attention. This customer also left us anegative review elsewhere, to which we also replied.
  

  The TiffanysResort family was deeply disappointed to hear of her experience. We appreciatethe pictures she included so we can see to which items shes referring.  The pictures do show some dirty areas, whichwere addressed with our cleaning crew.  However, they also show items that are not mentioned in her complaint,but reflect our commitment to improvements and renovations. For example, thenew propane heater, with instructions attached is pictured. Also, therectangular cutout in the bathroom is due to our replacement of gas and waterlines throughout the resort in all cabins this season. Since this wascompleted, we have been 100% booked and as soon as each cabin is vacant(vacancies beginning mid-September), we will be repairing the walls. We alsonote and appreciate the picture of the new toilet in the cabin, as those arealso being replaced. We see the chaise sofa picture, but cannot see an issue orcause for concern. Furniture is cleaned between guests. We are disappointedthat the blinds were damaged and were not cleaned thoroughly. We are apet-friendly fishing and hunting resort so furniture and blinds areconsistently worn, damaged and replaced as needed. Due to our remote location(************, with the nearest city about an hour and a half away), we areoften unable to replace items the day they are damaged or broken, but we doorder and replace such items consistently. Furthermore, we are replacing blindswith curtains and have already done so in cabins 1-4, 13 & 14 and willcontinue to do so in all cabins.
  

  Since ourtarget market, and the overwhelming majority of our guests, is fishermen,fisherwomen and hunters, many with pets, concrete floors are the mostappropriate and most durable and are in most of our cabins. Of course,sometimes concrete cracks as structures settle.  And when it has, the previous owners filled the cracks with epoxy. Ourfamily has owned Tiffanys Resort for six seasons now and has not had to fillany new cracks in the concrete. The Resort was established, and the earliestcabins built, in ****. So, yes, some cabins are quite aged. Thus, we are consistentlyrepairing, remodeling and renovating cabins. We lament the fact that this guestdid not experience one of the newer, not pet-friendly cabins, which arecarpeted with curtains. They probably would have been a better fit and more closelymatched her expectations. However, the Resort is not a fit for everyone, nor **** expect to be.
  

  Regardingthe cleanliness of the cabin, we do see the dirt around windows in herpictures. This is not a reflection of our commitment to cleanliness and weapologize for the dirt there. As far as the rest of the cabin goes, however, itwas clean. In fact, I urge you to read our ****** reviews, which consistentlymention our guests appreciation for the clean cabins. This guest claims therewas mold, but provides no picture of it. There is no mold. Our cleaningpractices and products meet the highest standards of sanitization, such thatwhen COVID-19 protocols were suggested by the State, we did not have to changeany of our products or practices. We were already at that level of sanitation. Wehave consistently passed all State and County inspections, with no notedconcerns.
  

  Our mostnoted concern with this guest is that she waited until she was checking out thenext day to tell us of her disappointment, and then did so using expletives infront of other guests, including childrenand she left f**** in the cabin.  Yes, we did close the store at 5:30pm the dayshe checked in. However, she is absolutely wrong about the owners leaving.  All five owners live on site and two of theowners live in the house attached to thestore. Their front door is only steps away from the store door and theirdoor was open with a light on until late into the night. Theirs is the doorthat guests knock on after hours. She did not knock on that, or any other owners,door.  Nor did she call us or email us orFacebook message us about her concerns in the cabin. These modes ofcommunication would have been received after hours and we would have come ***** cabin to address her concerns or move her to another cabin.  She is also mistaken about having no choicebut staying in a filthy place. We did have one of our newest cabins availablethat night and we would have gladly given her a no-charge upgrade to thatthree-bedroom cabin if she had contacted us.
  

  Afterviewing this guests reviews, including her pseudonyms, of other businesses products and services, itseems there is a pattern of her giving poor reviews and demanding a refund. Weare truly disappointed that she claims to be so unhappy with her experience here, but shedid stay the full length of her reservation (and even bought souvenirs!) andher cabin had everything our website stated it would have and everything wasoperational.  We believe we could have made her happy if that is what she wanted. She appears to have wanted more than to be satisfied and we don't do "shakedowns."

  We always go out of our way to make our customers happy. If someone leaves here unhappy, it's because that is what they desire. Please stop by for a visit! The truth will be obvious.

  Customer response

  09/07/2021

   
  Complaint: 15816889
  
  I am rejecting this response because:

  I have provided reviewof my stay on web sites, which is customary. Many people leave reviews whichare not always positive if the condition was not positive.

  
  The propane heaterwith the instructions attached was not functioning when the cabin was rented tous and there were chilling temperatures, at night. The blinds looked like they havenot been cleaned, nor changed in months and they were all old and ripped. I amnot sure how all the blinds in the bedroom and kitchen could have been rippedthat day. Glad to hear all the blinds are being replaced, but they were dirtyand ripped when we rented the cabin 5. The cutout in the bathroom wall was not completedin Cabin 5, as the owner states, when we have rented the cabin, as seen in thepicture. It can also be seen from the picture that the sofa that was supposedlycleaned, looks dusty and all stained when we rented the cabin. It has not beencleaned, as stated by the owner. I agree that concrete floors are best for petowners, cracked and dirty concrete floors are not. We needed to wear shoes, orour feet were black from the dirt. Those floors were not cleaned. If the cabinsare quite aged, as stated by the owners, and the level is that of a motel,rather than a hotel, the owners should perhaps have charged $75.00 at the mostand not $118 plus tax. As the owner states, we did not have the ability toexperience the newer and fixed cabins, unfortunately. We paid for an old anddirty one. I do not think this is about the fit, as noted in the ownersreview, I do not mind old and quaint, but I do mind dirty and when amenities arenot functional. Especially in COVID-19, when that cabin seems to not have beencleaned after other people used the cabin.
  The owner statesthat she is concerned I have waited, but after 5:30 p.m. when the office wasclosed there were no instructions on how to contact the owners. I did not statethe owners left. I said that we have had no way to know that they lived on theproperty, or they were on premise, as there was no information on how tocontact the owners after hours. The next day I have provided the owners with myfeedback. The owners are engaging in an untrue manner when they are statingchildren were in the office, when I have spoken about the state of the cabin. Isaw no child when I was there and I am unsure how my review was unfit for achild to hear, when I did not swear or said anything a child couldnt hear. Theowners also make the remark that f**** were left in the toilet and that isuntrueand if supposedly after flashing three times, f**** stay in the toilet,perhaps the toilet was not functional, either. I am unsure how that is relevantto the state of the cabin, which was not at the level presented in their advertisementand is not worth of $118.00 plus tax per night.
  The owners engage increating a defensive rationale and a discourse to diminish my credibilitybringing in statements about supposed f**** and invisible children. In the endof the day people should not pay money and stay in unsanitary places. I did notleave unhappy because of my desire or because the place did not fit mylifestyle. I did because in a pandemic like we are facing today, with newCOVID-19 Delta variant, I feared for our health.
  
  Sincerely,
  
  *******************************

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