CASA DI CHARME MINOCQUA AREA LOG - 6 posti letto - Sul lago Shishebogama

We are so happy your family enjoyed your first visit to Big Pine and visiting the Minocqua area. We communicate frequently with our guests to make all their needs are met and to share our knowledge of the lake and the surrounding area. We were glad that you were able to enjoy the lake in so many different ways. We try to improve the cabin every year for our guests. This year we completely renovated two of our bathrooms and last year we put in air conditioning which has been an important improvement for our guests on those hot and steamy days. We look forward to your return. Best, Pam and Bruce

Dear Big Pine Guest: Thank you for your comments and feedback. In the over six years that we have owned Big Pine, this is the first and only sub-5-star review we’ve ever received and we are very sorry to hear about your experience. These are certainly not the memories we want our guests to have of Big Pine. As such, we feel we should respond. We hope this wasn’t inspired about by the discussion we had with you regarding the damage reported by the cleaners during your stay (which had no impact upon the return of your entire security deposit). We recently changed and upgraded our cleaning service to meet the challenging cleaning demands of these times and we are dismayed that you thought they did not achieve our rigorous cleanliness standards. This is surprising since the cleaners said you left them a note stating how nice the house looked on arrival and graciously left them a tip. They are cleaning to Oneida County COVID cleaning protocol in an effort to sanitize the cabin but there are many factors that make it impossible to guarantee. It is for this reason that we encourage our guests to be proactive in doing their own sanitizing during their stay and take every precaution to ensure their health and safety. We check in with every guest upon arrival to make sure there are no issues with the home. We had contact via email upon check in and you expressed there were no issues so we were surprised to hear about them for the first time in your review. If we knew about them at the time of check in or any time during your stay, we would have sent the cleaners to the cabin immediately to rectify your concerns. Regarding the oven, sometimes prior guests have a spill in the oven that wasn’t detected by the cleaners. When you told us about the smoke, we suggested using the self-cleaning setting to help deal with any residue that might have caused the smoke. You told us that this did resolve the issue. Thanks for letting us know about the bathroom ceiling. You are the first to notice that issue and we will investigate it. Our house rules, are listed fully in the rental contract which must be accepted per VRBO rules upon booking. We additionally sent out to you and all guests additional information a couple of weeks prior to our guest’s stay with all the house information (since we no longer keep a binder due to COVID) and instructions for check out. We ask the guests if they have questions or concerns and you had none. I am not sure what, in those materials, you would have found problematic but it would have been nice to know about that at that time so we could address your concerns. We also send fishing information, dog owner information and pre-visit house information so you know what we supply and what you should bring. You are the first guest to find all this information and its timing problematic. Lastly, again thank you for your feedback. We will make every effort to address your comments so we can continue to make Big Pine a charming log home on a beautiful lake. Pamela and Bruce