Black Bear Lodge - Studio House, Sleeps 9

Hi John, Apologies again for the issues with the heating system. With home maintenance these things happen from time to time and we always try our best to immediately remedy any situations that arise. Unfortunately with the timing of your stay being from the Wednesday before Thanksgiving until that Sunday it was not possible to get availability with the HVAC company to get that addressed until that Monday, which yes was after you had checked out. We communicated this with you multiple times and unsure where you feel like communication was lacking. No further questions were ever asked by your party and check out instructions were sent with no response on your end. You did finally let us know that you were able to get the unit working but not until after you had left. Again, we strive for happy guests that make lasting memories in the properties but things happen from time to time with maintaining a home. We wish you would have vocalized your displeasures while still in the property so we would have more of a chance to make your stay more enjoyable.

Thank you for your feedback. While we’re glad to hear you found the beds comfortable and the kitchen equipped for your needs, we do want to clarify a few points for future guests. This home does not advertise Dish Network, and no one from our team provided instructions to contact them. We also did not receive any communication from you during your stay, which would have allowed us the chance to address your concerns right away. The stairs leading to the dock have been repaired throughout the summer and are safe and usable. Because the property is located within a national forest and rainforest environment, natural wear occurs quickly and debris such as leaves and acorns are to be expected. Bear sightings are also common in the area, which is part of the rustic, authentic forest setting many guests come to enjoy. The home is exactly as advertised—a remote cabin retreat surrounded by natural beauty. While this does mean limited cell service, it also offers guests the opportunity to disconnect and fully experience the peaceful setting. We value all feedback, and we’ll continue making thoughtful updates where needed.

Hi Lindsay, I'm sorry you weren't satisfied with your stay. As I explained in the message to you, we do check the boards prior to each stay and make repairs as needed. The boards you are refering to have since been repaired. The tropical climate at the home tends to rot the wood quicker than we can get to it at times, but the boards are never in bad enough shape that someone could be injured as they are replaced frequently. The power in the kitchen went out due to a tripped breaker. When you informed us of this issue (at 11am-12pm), I immediately called you and tried to assist you in troubleshooting the issue. You told me you had already flipped all of the breakers and the issue hadn't been resolved, at which point I reached out to my maintenance team. My maintenance team was able to come to the home to check out that same afternoon. He had the power back on as soon as he got there because the breaker had simply tripped. We did not feel the need to refund for this issue as it was so easily corrected and the power was only out for a few hours of your entire stay. Again, I'm sorry you found your stay dissatisfactory. Ultimately, our goal is always guest satisfaction and we strive to provide great customer service and provide our guests with a memorable, happy experience.

I'm so glad your group enjoyed your stay, Sara. Y'all were a pleasure to host and we hope to do it again in the future!

Hi Rachel! Thank you for the feedback. Our cabin is a very rustic, unique place on Jocassee and we appreciate that you saw the value in its location. We hope to host you again soon!