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RiverStone Resort & Spa

Phone: (865) 908-0660Fax: (865) 908-3187

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
08/17/2015Problems with Product / Service | Read Complaint Details
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Complaint
We entered into an agreement to stay in a clean condo with ********** ****** for a 4 night stay. The carpets were filthy and unclean.


OUR STAY JULY 6-10 BUILDING 3 ROOM # ? I Forget, maybe 324

**** ******

XXX-XXX-XXXX



We have stayed with Riverstone Resort in the past. We rented a condo with our family several years ago in my cousins name. We loved the resort and the amenities. This is the reason for our return visit.



The Condo overall is very beautiful and the lazy river is to die for.



I have two small children and they are always playing on the floor. My one year old is always picking things up from the floor and putting them into his mouth. With that said, by looking at the carpets you couldn't tell they were dirty.



But the bottoms of all our feet were black from filth. The carpets had to be nasty to leave black residue on all of our feet. I contacted the front desk and they assured me that the cleaning staff would shampoo the carpets. So I told the family to go out for the day and I stayed behind to make sure the carpets were taken care of. A little later a cleaning lady came up with a vacuum. No SHAMPOOING! I called the front desk. They said they would shampoo them in a couple of hours. So I waited, then a cleaning man staffer showed up .....with a vacuum, not a carpet shampooer! So the carpets remained FILTHY for our entire stay. The front desk assured me that the carpets would be cleaned the next week after we left.........that is great for the next vacationer, but what about us?????? I personally walked down and talked to the staff two times and invited all 3 or 4 people behind the desk to come up and experience the carpet for themselves. You could take any white towel and gently rub it on the floor and black would appear. But no one from the staff would come up to check it out. I wanted one of the managers to come up and see for themselves so they would know what we were dealing with.



The assistant Manager did refund our cleaning fee and gave us another $100 off or so, but that is not acceptable.



I gave up a whole day of my vacation waiting on your staff to shampoo my carpets which did not occur.

I am not a complainer nor a rebel rouser. I am a very kind and honest person and I hate to complain! But how would you feel if you went on vacation with your family and the floors were nasty? When you go on vacation no one should have to put up with this kind of inconvenience.



We paid you folks a lot of hard earned money ($1170.31) to stay 4 nights at a place that was suppose to be top notch and it wasn't. This is unacceptable! I would like one of your top managers to call me to discuss this.

Desired Settlement
I would like for ********** ****** to refund our money. We entered into an agreement to stay 4 nights and paid $1170.31 for 4 nights. The condo's floors were filthy.

THey offered to clean them and told me they would send someone up that day. I gave up a day of my vacation to stay at the condo to make sure the carpets were cleaned. Two different times cleaning personnel came up to VACUUM the carpet.....NOT SHAMPOOO!

THe staff said they would be shampooed the next week after we left.

I have two small children they are always playing on the floors with their toys. A 3 year old and a 1 year old. The one year old is always putting things into his mouth as all babies do.

This was the big factor for my complaint of the floors being nasty.

All of our feet would be black from walking around the condo. This is unacceptable in a vacation condo. We lived up to our end of the contract, but ********** did not live up to their end in providing a clean and safe environment.

I should have called the health department. But I tried to resolve this with the management.

We want a refund.

Business Response
To Whom It May Concern,

The guest stayed at ********** ****** and *** from July 6th-10th in a 2-bedroom condo. Half way through the stay he called the front desk and reported the carpets were dirty and needed to be cleaned. We immediately sent personnel up to his unit to vacuum. He called down a short time later and said they needed to be shampooed. The front desk asked him what day and time would work best. The guests did not need to be in the unit as they were being cleaned so they could go about and enjoy the day. We refunded the cleaning fee that day, issued a gift certificate for a free night in the future, and again apologized. He stated his two kids take naps and no time would work for his family. He called down later that evening and and said he wanted to stay another night at RiverStone and for free. Unfortunately, we were sold out and could not grant his request.

We send all our guests post-stay surveys. On his post-stay survey he requested to be called by a member or our upper management staff. Our AGM called him and denied his request for a 4-night gift certificate he could use next year. After receiving the BBB complaint, we reached out to the guest and refunded his past stay.

All our units are on a bi-annual rotation for the carpets to be cleaned. That unit was due to have its carpets cleaned. With this being said, we feel terrible we couldn't get it scheduled before his arrival. We tried to fix the problem as soon as it was brought to our attention. Unfortunately, we were not given an opportunity to do so.

In closing, we gave him a full refund and he has a one night gift certificate for a free night in a 2-bedroom condo to use in the future.

Thank you.

Consumer Response
The resort has gone above and beyond to resolve this. Thank you for your attention to this matter.
Thanks


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