Complaint Review: Outer Banks Blue - Kitty Hawk North Carolina

You are correct in saying someone came to the home on the day of arrival but beyond that comment, the remainder of your rebuttal is false. The cat food bowls and beds remained at the home the entire week and someone came each day and filled them.  Two of the bowls were located at the front of the house and there is no way they could they could have been missed. I have more photos if you would like to see them and  I have my cell phone records to prove I called your office several times on several different days.  I left a message for Patrick on the day of our arrival, which was Saturday, and also spoke with the person who was answering the phone.  I also spoke with a young man who came to the house to ask if everything was okay.  I showed him the bowls and the beds.  He also observed the cats wandering around.  He assured me he would share this information with management.  On Monday I called asking again to speak with a manager. I was told they were unavailable but the young lady assured me the cats on the property were unacceptable and she would call the owners  about the situation.   She told me a manager would call me and she would also let me know when she had contacted the owners.  I never got the call from the manager or the other follow up call.  I finally gave up because I wanted to enjoy my vacation and was tired of giving this issue my energy.  I also want to say you are correct, the cats did not come in the house but they tried.  We had to shoo them away several times.  Do you feel it is okay that strangers were coming on the property we had rented each day to feed these cats?  I am not sure how you possibly thought the issue was resolved!  I would suggest you listen to your renters a little better and follow up when repeated complaints are made.  

And yes, we DID make a complaint about the hot tub and yes someone DID come out to the house to check on the problem and yes they DID tell us this was an on going problem and there was not much they could do about it.  The pool and the cleaning are another whole issue that I am not going to go into again. 

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We regret your discontent regarding you rental at this property.

As you are aware we did dispatch someone to the property the same day you called us about the cats that had shown up in the yard.  As we understand the situation the cats were never in the house, but were in the yard upon your arrival.  The employee removed the bowls that you pointed out, but beyond that we are not clear about what you wanted done as the cats did depart the property.  Certainly Outer Banks Blue doesn't condone the proliferation of feral cats, and we frankly have never heard this complaint before your arrival or since your departure.  We do not know who was feeding these animals and regret that this happened.

We frankly thought this issue was resolved the same day you called, and our rental manager actually never received a message from you.

We have a record of only the one call you made on the day of your arrival, and were not aware of any hot tub issues during your stay, nor of the cleaning issues you pointed out here.  We regret that we could not rectify those for you.  We would have handled the cleaning issues immediately and dispatched the company that services that hot tub right away to rectify any problems there.

We do pride ourselves on our customer service, but this situation did not warrant a full refund as you requested.  We are sorry you feel as you do, but we solve matters such as this with service.  We thought we handled this situation as promptly as could be expected, and we do again apologize for your disontent on this situation.