Reviews

Review Details

• Review fromJ. D.

  Date: 12/27/2022

  1 star
  READ BEFORE RENTING!!!! We rented a pet friendly cabin (Wolf’s Den) from Mountain Escapes through Booking.com for Christmas to be close to my brother’s house. I’m always leery to rent pet-friendly because not everyone has a “four on the floor” policy, however, cleaning beforehand should take care of things. This was not the case with this property. My parents arrived to the cabin on time but we were delayed a day and did not get to the cabin until late Christmas Eve. My parents are too nice and noticed a lot of cleaning issues (glasses put back dirty, fridge cleaned with gross rag, dirty floors, dirty surfaces) but didn’t want to complain and also didn’t check our bedroom on the second floor (mobility issues). When we got in to go to bed the sheets looked like they had not been changed and had dog hair (or human) all over the sheets and pillowcases. The floors were disgusting and definitely not vacuumed as well as the side tables were filthy. I reached directly out to the property to let them know my boyfriend and I would be leaving to a hotel in town but that I wasn’t going to uproot my parents and that they would be staying. I never asked for a refund but wanted them to know that whoever is cleaning did a horrendous job but I received a response from them that we could all go to a hotel and that they were ending our reservation the next morning at 10 am on Christmas morning. My parents are in their 70’s and so we had to rush Christmas morning and miss spending it with my brother and his family in order to pack back up to vacate. I have never experienced such horrible customer service and unless you want to be kicked out for reporting something – do not rent from these people. They did credit us back for the night that they kicked us out and I was luckily able to get my parents a room as well (at a premium and more than the cabin). But this cabin was costing us $500 a night…so there was no excuse for a dirty property and bad customer service.

  Mountain Escape Property Management

  Date: 12/28/2022

  Ms.D******** sent a message after 11pm on the 2nd night of her stay saying that there was hair in the cabin and that the floors were dirty. She did not follow the rental rules that She initialed and signed stating that if there is a problem or complaint that it is to be reported upon the check in day. She also stated in her message that She would be leaving a bad review regardless. Not only was it reported after 11pm on the 2nd night of the stay, She also knew that our Office was closed and that it would also be closed the next day which was Christmas. We had no one that could go out at 11pm and we had no one to go out the next day as the Office was closed. She stated that she was not happy but that she found the hotel, that she chose to go to, to meet her standards. The only thing that we felt could be done was to cancel the reservation, as she already stated that she had went and booked a hotel, we Refunded the 3rd night of the stay as well as the Cleaning Fee. She has proceeded to fulfill her threat of leaving bad reviews not only here but also on Google, Facebook and has endorsed others to join in with her. The notices of the Office being closed were sent out 5 days in advance of her arrival, and she also had to initial and sign the rental agreement that finalized her rental. She clearly broke the agreement, was still refunded the 3rd night along with the cleaning fee. Being that she made the decision to go to a hotel, the threat of a bad review regardless of our efforts, we no longer felt comfortable with her in the property. Clearly if she is going to go to the lengths of fulfilling the bad review threat, and we still gave her the refund and then some, and now we are still having to deal with her extortion. She needs to remind herself that you do Not threaten your host and expect them to feel comfortable with you remaining at the property. The fact that she is stating her parents are the ones who checked in is neither here nor there because her parents names were Not on the agreement that she signed! Had any issue been reported the day of check in then someone would have been sent out. This was all reported while we were closed. She even sent multiple messages stating that we "didn't even wish her Merry Christmas or apologize so therefore she hoped our Christmas was ruined." I did apologize when I told her I would send the refund of the 3rd night plus cleaning. I think the bigger picture here is that if she is going to make a reservation She should be the person checking in and not waiting until the 2nd day after 11pm, which again clearly violated the rental rules! I don't understand why she has a complaint. She stayed 2 nights, paid for 2 nights and was refunded the 3rd night plus cleaning even though she violated the agreement. She was treated no different than she treated our staff through her message and now this blatant harassment to top it off!

  J. D.

  Date: 12/29/2022

  In response, I said I would be vacating the property and that my parents would still be there as they had no choice at that point with mobility issues to get ready to vacate and still make Christmas morning at my brother's house. They chose to deal with it - I never asked for a refund, or received an apology at all. Nor did I ask them to wish me Merry Christmas...that's actually quite funny. I referenced hoping they had a Merry Christmas since ours was definitely not ideal being kicked out. This property management company has received similar complaints (between customer service and cleanliness) so it's really not a lie. Also I said I would be leaving an honest review (have the messages to prove all of what I said and his response telling us all to vacate) so he jumped to kicking us out. My boyfriend left an honest review as well as we both slept horribly knowing the unclean bed/place. We received a refund for one night which covered one hotel room. The money was not the issue - I was not looking to receive a full refund, just something to let me know no one else would be having to go through this...rectify your cleaning services...hire a proper company. Pictures don't lie.

  Mountain Escape Property Management

  Date: 12/29/2022

  We have all of your messages as well and nothing I said was fabricated. As I stated before, the real issue on our end is that nothing was reported until the 2nd night after 11pm and the Office was closed at that point and the next day. She was aware of both closure's because she had received the messages 5 days before arrival through our automated system as did all of the other 39 properties. She also stated she would be leaving a bad review regardless and with no one to work those hours and Christmas day. The only thing we could do was refund the last night plus the cleaning fee. Again, she did not follow house rules and if she is going to rent she should be the person who arrives and verifies the cabin because her name is on the rental agreement, not her parents or anyone else. She signed and initialed this agreement and failed to follow it. Had it been reported when she arrived someone would have been able to go out to check it and if there were issues make them right. That can not be done after hours with a closed office on the 2nd night of the stay and the office also being closed the next day. Had she followed the agreement this all would have turned out differently. Continually harassing us is embarrassing on her part because the root of this problem is she didn't follow the rental rules and she still received a refund of the last day AND the cleaning fee (without me evening being able to send someone out to verify it). So she was refunded even though she stated she would give a bad review regardless of anything that we did, she has gathered others to post bad reviews also, she has reported us to you, all while being refunded, threatening and rude to our staff, not following rental rules and knowing our office was closed. I think it is fair to say she was compensated. If all she was asking for was an apology she received that also when I told her she would be receiving the refund., Her childish remark of "I hope your Christmas was ruined" certainly was laughable as we were dealing with Real emergencies in our area due to sub freezing temps, over 5K in the area didn't have power, water, or heat. She messaged and said she found a room and was refunded. I am assuming her hotel room had heat, water, and power. She backed us in a corner with no contractors available and a closed office and we did the only thing we could which was a refund. Again after the threatening and rude responses we no longer felt comfortable with her in the property. A simple cordial call the day of arrival and this all would have ended well. I do not feel we should be held responsible for her rude, incompetent behavior and by how she is conducting herself I am sure she has done this to others! We have been in business over 20 years and our record speaks for itself. Gusts such as this speak for their self as obviously they have nothing better to do even though they were monetarily compensated. Again she was treated no differently than she treated us. There needs to be a Better Business Customer Bureau so that we as Hosts can report the Guests that are rude, threatening, damage, and do not follow rental rules that they themselves signed!

  J. D.

  Date: 12/29/2022

  We can go all day around on this. I rarely get this upset about something but your petty responses initially and post stay have truly been exceptional and actually point out why people should not rent from your establishment - or list their properties with you. I screen shotted the facebook post before you deleted it and to quote (and happy to share all screen shots with the truth) "Happy holidays and hope your Christmas wasn't ruined" - obviously referring to how you helped to ruin ours. You can look back and see how many bad reviews I've left or reported on BBB...pretty much none until now. This was just unacceptable and refuse to let you bully me to not leave an honest review. I noted that you credited me back but it was along the guise of kicking us out which doesn't leave a warm and fuzzy. I also booked on booking.com and there was no initialing...just a lot of texts to me. My family who lives in Blue Ridge and have friends that own cabins will be notified. All I asked in my messages was that you change cleaning companies - instead of doing it yourself or not doing it at all, or hiring an unprofessional company. Happy to provide anyone the pictures and screen shots. This isn't even worth my time but don't ever want anyone to have a holiday ruined because of bad managment.

  Mountain Escape Property Management

  Date: 12/29/2022

  Yes, we can go all day long and this just proves that you said in you initial message that you would be leaving a bad review, regardless, which is exactly what you have done and are doing. You broke the rules, we do use contractors, the rental was in your name not your parents, and threatening again about talking negatively to Blue Ridge cabin owners proves your intent that nothing was or is going to satisfy you! Not even the refund that you received nor the fact that you have not admitted that there was no way to send someone out after 11pm or the next day which was Christmas due to the office being closed. I will not give in to being bullied myself, which is exactly what you have tried to do. You have only been responded to the way that you approached us. Again, 20 plus years in business and our record speaks for itself, just as you have shown your true colors through all of this. You were refunded for the night plus cleaning. I will not stoop to your level of spreading how you have treated us as a host with your bullying intentions. There was nothing else we could do as we did not feel it was in our best interest, nor our property, to keep the remaining reservation after your messages. Again, nothing can be done while a facility is closed and nothing we did or could have done, obviously, is not going to stop your behavior. Your threat of speaking with your friends further proves your character and your threat of a bad review regardless of anything. You are the one keeping this going, you were refunded! Had you wanted a different outcome you should have reported upon the check in day and not sent a message of how you had found a hotel room and would be posting a bad review and, as I pointed out, did not give us the time to correct anything to the late message and you knew from the multiple messages of the office hours and closer times and day. I will not respond any further to your threats or bullying tactics.