Lakeside Chateau Lake Chatuge Rental Covered Dock Cedar Hot Tub

We are happy our guests enjoyed the home and its amenities. We regret they felt our property manager was disrespectful to them. We in no way ever want any guest to feel that way. We would like to address the concerns stated by the guest. In every home there is a queen size aero bed with two pillows and a full set of linens. In this home it was in the master bedroom closet. Upon reading the review we did check and it was indeed in the closet as we stated. Regarding the lack of communication, the guest book on 7/31/19. Upon accepting the reservation, we immediately emailed the guest through VRBO requesting their mailing address as we would be sending a lease and cover letter with our check in instructions. We never received a response. We made several attempts to contact the guest through the phone number she provided but we were unsuccessful. We were unable to leave a message as the voice mailbox was full. On 8/13/19 we were finally able to to contact the guest through the same number we had been calling. At that point it was to late to mail the lease as the reservation was on 8/16/19. We do not have a scanner so we were unable to email her the lease. We do however have email. The guest and property manager agreed to text the lease. when the property manager asked the number of guest staying in the home she was told 16. The home does not accommodate that many people and is stated on VRBO occupancy is 10. The original number of guests on the reservation request was 9. This discrepancy caused concern for the property manager. We have been hosts for 13 years and have never had a complaint about our property manager or maintenance crew. We have a staff of three who are on call 24 hours a day to address the needs of our guests in all 6 of our homes. We strive to treat each guest with respect and ensure they have an amazing time, leaving our homes with wonderful memories.

Barbara, We are sorry about the air conditioner. As soon as we found out it was not working, which was when you checked out, we ordered a new unit. We wish you would have told us immediately as we would have moved you to another home for your comfort while we corrected the problem. We have a three person full time staff that is on call 24 hours a day to address these problems. We hope your stay was enjoyable in spite of this and hope you visit us in the future. Thank you

At Chatuge Lakeside Rentals we put our guests' needs first and foremost. We have five fulltime employees available to assist you with your needs. When you arrived, your husband said you felt sick, and we referred you to local healthcare providers . We are available 24 hours a day to assist you. When you called to tell us you dropped your phone in the lake, we responded immediately to help you arrange for delivery of a replacement. That call was the only communication we had from you , until this review. Any of your concerns could have been addressed. As to your concerns: 1) All four of the beds at Lakeside Chateau are Queen sized. They are Serta Perfect Sleepers, and have less than six months usage. 2) The TV was indeed a box, however it worked well when we checked it. We keep a number of spares,so that if it had failed, we would have replaced it when you called. It turned out that it was a problem with the cable company, and had we been aware, we could have expedited restoration of service. 3) We have high speed fiber optic internet available for a small fee at your request 4) The Master whirlpool tub works nicely. If you had called we could have reset the GFI breaker for you 5) The Red cedar hot tub is an authentic wooden tub , NOT fiberglass or acrylic. It is sanitized after each guest checks out. The wood gives off tannins that make the water a little bubbly. The temperature is adjustable up to 103 degrees and the jets have two speeds. The use of this tub would probably have helped you more than any chiropractor. 6) There is no paint at all on the brand new wrap around deck. The small landing, halfway down to the lake is being stripped, and each time we pressure wash it more of the wood becomes ready for stain. We hope to have it ready to stain within a year. Had you communicated with us, and relayed any of these issues, we would have been happy to rectify them. We are disappointed that you were not completely satisfied. Here at Chatuge Lakeside Rental we strive to make your stay the best it can possibly be.