Dom

Jan 7, 2025

Book Elsewhere

When you are spending quite a bit of money to rent a cabin, you expect a great experience. Unfortunately, that was not the case for us. We stayed at The Nest at Seven Devils. When we walked into the cabin, we saw two fridges, one in the kitchen and the other right near the stairs where there's little space to walk past. We thought it was a bit odd until we started putting food in the fridge that is in the kitchen and realized the fridge isn't working. No one informed us of this. Made sense now that they had two fridges. We started putting our food in the other fridge and realized that fridge also was not working. So now there's two fridges that don't work. Then we tried to connect to the wifi. Could not find the wifi name on the list of networks. We called customer service about the fridge and the wifi. One of the maintenance guys came and informed us that the second fridge is here because the first one stopped working with the people before us, and he confirmed the second fridge wasn't working. He said first thing in the morning he would replace the fridge. We also spoke to him about the wifi and finally figured it out and confirmed the login information given was not correct. Next morning, it's 10AM and no one has come yet to replace the fridge. I call customer service which is in India and told me they reached out to whoever they needed to get the status of when we will be receiving the fridge. I told her I'll gladly stay on the phone until she receives a response, but she told me she has to end the session so she can contact whoever it is she needs to about the fridge. But she told me she already reached out to someone, so that made no sense, so I said I am not ending the call until you hear back from someone. So we sat on the phone in silence for about five minutes and then she proceeds to tell me the fridge request ticket is actually closed and was taken care of? I said no it's absolutely not resolved, and we did not get a replacement we need one. She said she would call me back in five minutes to reach out to them again, I said fine. Did she call me back? Nope. So I called customer service again, got a different rep, told them the situation and need someone asap. The maintenance guy from the first night called me and said he ended up switching days with someone else and will let them know to call me and give me a status. No one called. Three hours later I called the same maintenance guy back letting him know and he apologized and said he'll call them right away. They finally came and replaced the fridge. The replacement fridge also wasn't working correctly, but had a little coolness to it, and we were just very tired from the back and forth, so we just hoped for the best. Oven was filthy, kitchenware was not cleaned, found food on plates. Pictures on the website are outdated and don't have the same items in the cabin such as knives, table, end tables, etc. The blinds on the windows are broken, bathroom door handle is falling off, shower faucet is loose, blanket was dirty, found a used tissue on the floor. The welcome packet to read when you arrive is not up to date. It says they only have a gas fireplace, when the living room has a wood burning. The fireplace on the lower level is gas and it looks like it's taken apart, not sure if it works or not. The wood burning fireplace was the highlight of our stay, but overall, not worth booking through this company. And reading the BRMR responses in these google reviews, there seems to be no accountability at all and keep blaming their customers.