On the rare occasions that we receive negative reviews, it is always disappointing and when there is just reason for the review, our team will make every attempt to find a resolve to ensure the satisfaction of our guests. We understand that a family vacation to Florida is a big adventure and want everything to be as expected for the duration of their stay.
On this occasion this review is not justified and it is with this in mind that we feel it is important to defend our position and the reputation of the property.
Regal Oaks is a resort community made up of town-homes that are privately owned. A few of the property owners have installed an outdoor seating space and in a very few of the homes some have even installed a hot tub in the area. None of the properties we manage have the hot tubs and there is no representation in any of our marketing media suggesting otherwise. Regal Oaks is a full resort and has superb facilities and it does show access to a hot tub in the resort. There are no photographs indicating a private hot tub or pool on this property.
When our company was made aware of the dissatisfaction of the guest, we clarified the fact that it does not suggest that the property had a private hot tub and the guest forwarded a screen shot indicating that the property did in fact have a hot tub. The screen shot supplied was in fact NOT for this property or even one of our advertisements and we could only make the assumption the guest had reviewed several homes and mistakenly booked the property without the hot tub despite being under the impression they had booked the one with.
In an attempt to satisfy the guest we escalated the complaint to AirBNB and after supplying all the relevant communications and evidence it was agreed that in this case the guest had made an error and was not eligible for any refund or compensation.
Corey A, Aug 17, 16:15 CDT:
Upon further investigation and after speaking to you directly on the phone I have found this case in your favor and I am closing out all tickets related to it. Because you listed that the hot tub and other amenities were part of the resort and not private amenities it is clear that your guest misunderstood the listing. Public amenities do not fall under the same umbrella as private amenities, you very clearly state in your listing that these are public use. Because she misunderstood the listing we can take no action to refund her for it in any way. If you have any questions or concerns about the decision made feel free to reply to this e-mail to create a correspondence with me.
Our company made no adjustments to the listing or removed any photographs and this was verified with the investigation carried out by AirBNB.
We are also confused with the remaining concerns noted in this review as we received a detailed email from the guest describing how satisfied they were with the property and how well it was presented as shown below.
Yes please do, it definitely stated on the amenities that hot tub included, I have a screen shot of it which I have posted below, and as all other houses have one it's very disappointing, it's the first thing we looked for ☹️. I have to be honest, the house is wonderful but I am very upset that we don't have it and I would have probably looked for somewhere else if I had known this.
Our mission is always to satisfy every guest and on the rare occasion there is reason for complaint our company will do everything within our constraints to resolve any issues of a guest to there complete satisfaction. On this occasion we were unsuccessful and do believe this property is the victim of the venting from a disgruntled guest.
For current or future guests if you are concerned about this review, please do not hesitate to contact any of our team, as we are confident that we will be able to offer full reassurance and eliminate any of your concerns.