Complaintsfor1st Choice Cabin Rentals, LLC

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My husband and I checked into a cabin on Wednesday April 24th upon arrival I noticed the hot tub did not look right the water was cloudy and look like in Ohio River. When we called to confirm our arrival my husband said something to them about the water in the hot tub and they told us that that's just the way the water was. On Thursday the water became cloudier but still smelled like chlorine on Friday the water had a stagnant odor I called again and explained the water situation they said they would send somebody out either Friday but it was late or early Saturday morning. The hot tub maintenance man showed up Saturday close to noon where he informed me the hot tub I was using had been out of service and this was the first time it had been in service and it appeared that the guy that got the hot tub ready did not empty it and drain it instead just added chlorine to the old stagnant water. At that point he drained the hot tub and said that it would be warm by the evening when I left on Sunday April 28th the hot tubs temperature was 85°. I understand they are not liable if the hot tub is not working properly due to mechanical error act of God but what I experienced was employee negligence they neglected to prepare the hot tub for me properly so therefore I was unable to use it and because of that I believe they owe me my money back. Had it have been any other reason I would understand that it is what it is but this was neglect on an employee/company not an act of God

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We rented a cabin, no heat downstairs, hot tub doesn't work, called yesterday as soon as I got there, and they said check breaker and panel, called several times no one came to fix it, 21-22 hours there now, refusing to give money back, rented it for the hot tub and can't enjoy it, rude, won't let me talk to manager, rent 4/24- out 10 am thursday morning, portable heater doesn't work, paid over 400 dollars, wants all money back and to check out today

  Business response

  04/25/2023

  The customer booked our White Tail Cabin on April 19 to stay from April 24-26. The guest then added an additional night to their stay to check out on April 27. The customer called in on the evening of 04/24/2023 in regards to the hot tub & the jets not working. Our team tried to troubleshoot the issue over the phone. However, our maintenance crew was at the property prior to their check in & they stated the hot tub was heating & jets were working as normal. Hot tubs are mechanical devices and they sometimes malfunction (as reported in our booking policies). Per our rules & policies we do not refunded for mechanical devices malfunctioning (see the attached document with our policies). The guests never reported any issues with the heat in the downstairs. However, we know there is no issues with the heat as there is baseboard heating all throughout the property. We do have phone call recordings each time the customer has called in, not once the "heat" inside the property being mentioned. The customer will not be refunded any money for the hot tub as we have helped troubleshooting via phone & in person. Our team went to the property & serviced the hot tub on 04/25/2023. It was reported that the hot tub was working as of 3:30pm.

• Initial Complaint

  07/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We rented a house that was not as described in many ways. Some rooms were above the detached garage which wasn’t disclosed. No WiFi in main house as promised. Host provided wrong address for check in multiple time. We actually had to use listing pics to insure we entered the correct home. House was lake front and the porch is collapsing. Broken blinds. Gaps under eatery doors large enough for mosquitoes to fly in under. Host said owner would be by “shortly” at 9:49am 7/8/22 and nobody ever came.

  Business response

  08/02/2022

  We will not be processing a full refund for ****** ***** and her stay at our Island Retreat located in Albany, OH. The customer was upset that the Wi-Fi did not reach across the entire property and that is the reason why the customer is requesting a full refund. Service can be very intermittent in Southeast, OH especially during storms or after storms. Due to the lack of Wi-Fi, the customer decided to find any minor detail about the property to slander the business about AFTER their stay. These "safety issues" were never brought to attention throughout the stay. In the images (attached) you can tell the customer was upset about the Wi-Fi and failed to mention anything in regards to these other "issues" they claimed to have. Along with this, our head of maintenance stopped by the property and the guest did not address any of these issues with him at the time or want anything done. 

  The Island Retreat is a 2 house vacation rental with 2 of the units being located above the garage and the others in the single level home which we state in our listing description. The listing description is as follows: "Relax and stargaze around a firepit, or watch an amazing sunrise. The 5acre Lake offers some great fishing, canoeing or kayaking, and some muchneeded R&R. Take a 45-50 minute drive from your cottage/retreat to visit Old Man’s Cave, Cedar Falls, Ash Cave, Rock House, Conkle’s Hollow, or Rock Bridge located in Hocking Hills State Park. No matter the season, you and your guests won’t be disappointed when visiting all the beauty Hocking Hills offers! Grab 14 of your closest friends or family because our Island Retreat is the perfect destination for you in Albany Ohio! You and your guests will be amazed with this two cottage three suite retreat that sits on a private 5 acre lake. Spacious living in this two story cottage/retreat with living room, open kitchen, dining area, 2 bedrooms and 1 bathroom. The second cottage/retreat has two suites with 10 person occupancy full bathroom, living room and kitchen areas. If you have three families wanting to spend time together this is the perfect spot for you! The property is located just off the road of State RT 50 in a quiet setting that offers plenty of relaxation for you and your guests." If you search this listing on Vrbo or on our website, it shows this description in both locations. I will admit, the address issue in the email was an error on our fault and we have since then updated the email. However, our team responded to the customer via email and phone several times. I understand that was frustrating to the customer, however we have 4 vacation homes on the property and they all have similar address. However, we do prompt the customer to call our office upon arrival to the property, as we are more than happy to assist. 

  The exposed wires that the customer is referring to are cable wires for TV/phones (normal wires you find in a home). The single broken blind does not cause a safety damage. That happens due to children or adults not knowing how to properly use the blinds. We are in the process of replacing all blinds at our properties to curtains due to this reason. There are no gaps under the doors. The porch is not collapsing. It does need painted, along with the trim around the doors which is on our project list. 

   

  Unfortunately, ****** will not be receiving a full refund because the property has a lot more to offer than just Wi-Fi. We have hosted several other groups of friends or families who have enjoyed their stay with us at the Island Retreat.  

  Customer response

  08/03/2022

  I am rejecting this response because: Nobody from the management company ever came to the property. I could no longer address issues because the morning after we checked in they decided to stop responding to my emails and phone calls. There was no WiFi in the main house. It was just spotty it was no existent. I would LOVE to discuss this with the person who allegedly came to the property. As far as the rest of the house the pictures speak for themselves. The porch alone is a huge safety issue. When I’m not working I will try and attach the entire email chain showing where they never responded after saying someone would  be out, which never happened. 
  

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