Pullen staff, procedures and communication was OUTSTANDING. Could not
have been better.
Property was OUTSTANDING.
2 Complaints:
1 - Two
maintenance items found during our stay were not fixed prior to
departure.
2 - Major complaint. Owner allowed a very rude and
disrespectful friend to use property after us. The friend and his
entourage arrived at 0800 the morning of our departure and demanded
that we leave immediately. Our wives told him that our rental was
until 1100, and after some argument he left. They all returned about an
hour later and repeated the demand before leaving. This happened again
a third time before they finally ?got it.?
This obnoxious person
really put a dampner on our experience at the cabin. Perhaps the owner
didn?t inform his friend of the time the property would be available.
Regardless, the responsibility for the conduct of this person is the
owners, and I would hope that Pullen will inform the owner of the
totally inappropriate behavior of his friend.
I would not stay at, nor
would I recommend this property to others, unless the owner had assurred
Pullen that this will never occur again.
Feel free to contact us if you
need further information..
Manager's Response:
The in-house guests, having received news the previous day of the tragic deaths of two of their beloved comrades, had been up all night when they received a knock on their door the next morning at 8:00am. The knock was from the incoming guests who had confused their arrival time with another vacation home that they were renting a few days later. Pullen Rental Group and the owners of this home did their very best immediately to calm and correct the situation. The owner of PRG as well as the Director of Owner Services had been notified. The highly trained staff had taken control of the situation. However in view of the sensitivity of this matter it seemed that emotions continued to escalate.
Immediately the maintenance issues were called off and the repair team was asked to forgo their trip out to the house in order to bring less intrusion to these families as they tried to collect themselves and prepare to depart. Once the incoming guest realized his mistake he moved on and returned at the appropriate check-in time which is 4:00pm.
The incoming guest had many people looking to him for a place to ?land? and he was surprised to learn that they had no where to go until later in the day. Needless to say he had his hands full too. The owners have discussed this situation with their guest who was preparing to use the home. The probability of this same kind of circumstance happening again is doubtful. The review from the guest is understandable knowing the kind of stress they were under. However, everyone did everything they could do to bring relief to the situation as quickly as possible and this is the best we could expect from anyone under these circumstances. We do hope that our potential customers will understand. This is one of our most popular, sought after vacation homes and we can assure you that you will not be disappointed in the beauty and quality of this home. Sincerely, Pullen Rental Group.