4/10 Poor
Barbara M., Lincoln, De
15 Jan 2021
Liked: Location, listing accuracy
Disliked: Cleanliness, communication
Beautiful Location, Nasty Customer Service
We booked this cabin for our family's annual Christmas vacation. Timber Tops Cabin Rentals policy states that check-in starts at 4pm and since we had done the contactless check-in, our security code to enter the cabin would be received via a phone call. We never received a phone call so we called the office to obtain the code. Once I finally got a real person on the phone, she stated that the cabin was indeed ready and gave me the code to enter. When we pulled up to the cabin, the parking spots and the entire path to the steps, the steps themselves and the front porch were a solid sheet of ice. Upon entering, we were in awe of the view straight ahead of us through the wall of windows. We continued throughout the cabin with excitement to see where we would be staying for the next week. Our excitement soon turned to disappointment as we noticed all of the following:
* red, sticky substance all over the counter
* thick dust and dirt throughout the cabin (pictures can be provided)
* foosball and air hockey tables broken (pictures can be provided)
* one bathroom had used flossers and trash in the drawers
* the same bathroom had globs of hair in the shower
* the sofa in the living room was tattered and worn
* the rug in the living room was tattered and curled up on the corner to the point that it would cause you to trip
* when moving the dining room table away from the wall, two (2) of the legs fell off
* the bed located in the loft had a mattress pad and mattress that had multiple stains including blood
* there were no instructions left in the cabin as to how to operate the fireplace or how to obtain the daily free tickets that are offered with the cabin.
* we leaned on the island in the kitchen and to our surprise, it rolled (it's on wheels apparently) completely across the kitchen revealing food, trash and more dust that had obviously been there for quite some time.
We called Timber Tops a total of 12 times over three days to try to get these issues resolved, we even went to the office which had a sign stating they would not open the door for anyone to come in. We could see them through the windows sitting at the desks, but they would not answer the phones even as we watched. We eventually, spoke with Beth who assured us that she would submit a maintenance order and notify housekeeping. Unfortunately, the only resolve was the table legs being fixed. This could be a beautiful home if it weren't for the carelessness of the management company.
Barbara M.
Stayed 7 nights in Dec 2020
