This was my 6th time staying in a cabin through Eden Crest. All previous times had been great, including the two previous times I’d stayed in this exact cabin, but this time was disappointing. About 1 pm on Wednesday, July 25th, we headed to the cabin because I got the message in the app with the door code. We tried it and it didn’t work. I called Eden Crest, and the person I spoke to on the phone was rude saying “it doesn’t matter if you get the code in the app, you have to get it in a text message, that’s when the cabin is ready.” He said the inspector still had to come and once the inspector gave it the all clear, we could go in. We decided to leave stuff on the porch and go about our day. As we were leaving, the inspector showed up. He had a horrible attitude. He said, “Did they already let you in?” I explained to him the situation. He said he needed to go through the cabin. He did and tells us that there were a few things he needed to fix. We said, “can we at least set our stuff inside?” He said, with a very sarcastic and rude attitude “Well if they said you could go in, then go ahead.” So, we try to go in and the door is locked again. And at this point, the inspector has jumped in his truck and already left. Frustrated, we left. About 3:30 pm we get the text with the door code. The door code sent in the text wasn’t the same as the one in the app. What’s the purpose of sending the code in the Eden Crest App when a) it doesn’t mean anything, because the cabin wasn’t ready and b) IT’S THE WRONG CODE! When we arrived back at the cabin around 7:30 pm, we were in a hurry to get the two young kids to bed. Turns out, there was only one pair of full size sheets for the bottom bunk, and the rest were twin sheets. We weren’t going to put the kids on the top bunk, so we took sheets off one of the queen beds in a
Would recommend to others? No
Host Response (August 03, 2018):
Wow. We are shocked to hear that you thought that everyone you spoke to was rude. We strive to provide every guest with exceptional care and friendly customer service. We are typically known for having very friendly service. We always strive to improve where we fall short thus the reason we record all of our phone calls. We reviewed the call that you had with one of our Vacation Planners and his tone was friendly and accommodating. He was clearly surprised to hear that the automated system had sent you a door code so early but it was never his intention to be rude. We have removed the automated system from sending the codes out at all so that this sort of confusion can be avoided in the future. Again, we are sorry that you did not enjoy your stay and that you thought our staff was rude. It was never any intention to be rude. Please accept our sincere apology.
Verified Guest
