Well my apologies go out to you as I did speak with you. I did speak with this guest. When I spoke with the guest she gave me the phone number she had been trying to call which was a different number than our facilities, which is unfortunately why she never reached us. We have a 24 hour toll-free number for assistance as well as our onsite number and onsite office. Our phones ring at 2 offices at the same time so that if our onsite manager is with a customer, then another customer service representative can answer the phones as was explained to the guest. Our rooms are condo style rooms all with queen beds. The one and 2 bedrooms rooms have a queen bed in each of the bedrooms and a queen sofa sleeper in the living room. The studio (which is what you had reserved) states that it is a studio with a queen bed and a kitchen and that it accomodates 2 people. All of our rooms have been completely remodeled and are very comfortable with new furnishings including serta pillowtop mattresses (not sure how that is considered rock hard). We are a small business operator and we are in a small town. We cannot offer big city value priced hotel rooms in a small vacation town when we are offering vacation condo rentals. The guest was shown a copy of the reservation that was sent to us when the room was booked and the guest disagreed with it (even though it had the guest name and contact information). The guest was offered to provide us with a copy of your reservation that showed that the reservation was for a different kind of room and was not able to produce and still has yet to contact us again. Unfortunately some people cannot be pleased no matter what you offer and this is one of those circumstances.
We certainly have tried to resolve this issue but the guest has been unresponsive.