We had a happy guest arrive, verify all was good, declined assitance with the hot tub and leave with without any requests, notifications, or following written check out instructions. No problem we have back up solutions to meet our deadlines intime for the next arrving guest. The problem arrived a week later when the quest wrote that he was about to write the review of the property and the area that he generally liked but requested a $150.00 refund off his 4 day retreat reporting he did not feel comfortable with the PH reading on the hottub, and did not get in but thought we might have something growing of the bottom of the tub. He also stated he was a "reasonable person." This is a large property with fire pit, hot tub, acres, kitchen and medication gardens. Guests have full exclusive use of the property, and we have a small army that visits the property between each guests, and another team that visits weekly to care for landscape, fountains and hot tub. We were told by phone after check in that the property was excellent, and no problems. We informed him that our housekeeper reported a small quanity of sand in the hot tub and offered to have someone come back out and help him verify the chemistry of the tub, a process that he would do daily if they were going to use the hot tub. He declined help stating members of his group were familiar with maintaing pools, and one was a marine, they had a handle on it.
The offer for the review was tied to his request for a refund and requested the photo he said he had and then contacted every part of the maintence and management team to verify the information I had received at check in. The guests filed a resolution request stating the propety was not clean, or as described and requested a refund of $150.00 (same as the fee charged to clean and set up the entire property for their use). After verifiying that the tub had been drained and scrubed a week prior to arrival, and that the tub had the chemicals checked and filters cleaned within 72 hours of the guests arrival. I wrote the guests a nice note, thanked them for voicing their concerns, and stressed the importance of communiction about fears and needs at the time so any concerns could be addressed at the time. He eventually agreed that the property was clean, but did not like my public reivew of the experince which was matter of fact and mostly good. At this time the resolution center still holds the case open, and I can not find a number to call anyone to see what they might still need or want to close the case. Thanks for your input.
