Lake Tahoe Lodging Company

Response to Complaint ID# [redacted] reserved our Lake Village [redacted] condo for the weekend of Jan– 18, There is a gas bbq on the third deck, available for guests useWhen using a gas bbq, 99.9% of the time guests turn on propane tank valve, light the burners, and barbeque without any issueOn Sunday night, [redacted] and her friends put charcoal briquettes on top of the gas bbq grill and lit themThey then left the bbq unattended and went back into the condominiumThe resulting flames reached a height of – feet, according to the neighbor in the adjoining condominiumThis bbq is within feet of the structure and with a propane tank less than a foot away from the flames, the situation is now volatileThe neighbor, highly alarmed by the unattended fire, went over to the residence and warned the guests of the severe damage of the situationHe then contacted the Lake Village HOA and reported the incidentThe HOA maintenance man also went over to the residence to check for damageThe maintenance man also informed the guests of the danger of such behaviorAt the time a reservation is confirmed with a guest and the booking is paid, a rental agreement is sent to the guestWe require the guest to read the rental agreement, initial it, sign it, and return it to us before checking in [redacted] initialed and signed the rental agreement, we have attached a copy for youWhile there was an unintentional damage waiver of $charged, (No10A) which would cover several hundred dollars of unintentional damage, it does not cover (iii) gross negligence or willful misconductThe waiver also does not cover (vi) payment of fines and penalties imposed by a Home Owner’s Association as a result of violation of any laws, ordinances or neighborhood rules and regulations, or (v) any cause, if the Occupant does not report the damage to the Manager prior to checking out of the PropertyAt the time of check in, we reviewed the guest code of conduct with [redacted] and had her initial the fact that we went over the code of conduct, which states she will respect the propertyWe also gave her a copy of the Lake Village HOA Rules and Regulations, Policy – L31, page 3, under Miscellaneous, Line where it states “only gas or propane barbecues are allowed on the decks, balconies and entrances of units.” Both of those documents are attached for you [redacted] states she wants proof that the bbq was in good working order before her stayThe bbq was used by guests throughout the summer, fall and holidays without any issueIf [redacted] found a problem with the bbq, she should have called us instead of building a fire on itWe ask our guests at check in to let us know of any problems, this is also stated on the check in page, also attachedUpon checking out, we addressed the bbq issue, the fire, and the ensuing fine from the Lake Village HOAAt the time, she seemed willing to pay for itShe was more concerned with still hiding the fact that she had brought a dog to the propertyWe are charging [redacted] for the partial replacement cost of the bbqThe fire destroyed the inner workings of the bbq and it has to be replacedWe did take into account depreciation as the bbq was two years oldWe are charging her with the violation ($100) charged by the Lake Village HOA for the illegal charcoal fire, and for the pet she brought which was not allowedThis is not a pet friendly propertyShe denied having one in the condo, however this is disputed by the facts that: • the HOA maintenance man saw the dog in the residence, • the front desk reservationist saw the dog in the red Frontier truck that she was in (also listed on her vehicle list), and, • we have photos of paw prints in the snow on the upper deck, where the fire wasThe total charge was $We did recheck our figures and will refund her the $overchargeWe do believe we are providing her with significant forbearance in not charging her for the full replacement costs of the bbq and the extra cleaning for the dog [redacted] and her friends are very, very lucky that that the fire did not spread to the building or any adjoining buildingWe believe charging her with partial replacement costs, the fine, and the dog is minor compared to the much more serious charges she could have faced if the building had caught fire due to her gross negligence and irresponsible behavior

We’re pleased to read that [redacted] and her friends admitted building a charcoal fire on a propane bbq grill However, this action did create a dangerous situationLava rocks are different than charcoal briquettes The HOA’s rules and regulations, given to [redacted] when she checked in, state that only gas bbqs are allowedThere was a fire as it was reported by an independent third party, who reported it to the HOA The HOA has fined the homeowner as a result of [redacted] ’s actions We don’t keep records of items that are working, only items that are NOT working We have no record of there being a problem with this grill Most of our guests are quick to let us know of any problems with the amenities in a unit We ask them at cheto let us know if there are problems We are quick to try to resolve those problems If there was a problem with the gas grill, [redacted] should have let us know about it It is irrelevant if there were other dogs in the complex It is irrelevant if there was a bag of dog food in the garage The owner of the property gets to make the decision of whether or not they want to allow visiting dogs to their propertyThis owner has said no Therefore, the property is not pet friendly It states that on the rental agreement and on the website I did not see a place to send attachments on your website previously I appreciate being able to send them along now I’ve also faxed them to you Sincerely, [redacted]

Response to Complaint ID#[redacted] reserved our Lake Village [redacted] condo for the weekend of Jan. 16 – 18, 2016. There is a gas bbq on the third deck, available for guests use. When using a gas bbq,...

99.9% of the time guests turn on propane tank valve, light the burners, and barbeque without any issue. On Sunday night, [redacted] and her friends put charcoal briquettes on top of the gas bbq grill and lit them. They then left the bbq unattended and went back into the condominium. The resulting flames reached a height of 3 – 4 feet, according to the neighbor in the adjoining condominium. This bbq is within 3 feet of the structure and with a propane tank less than a foot away from the flames, the situation is now volatile. The neighbor, highly alarmed by the unattended fire, went over to the residence and warned the guests of the severe damage of the situation. He then contacted the Lake Village HOA and reported the incident. The HOA maintenance man also went over to the residence to check for damage. The maintenance man also informed the guests of the danger of such behavior. At the time a reservation is confirmed with a guest and the booking is paid, a rental agreement is sent to the guest. We require the guest to read the rental agreement, initial it, sign it, and return it to us before checking in. [redacted] initialed and signed the rental agreement, we have attached a copy for you. While there was an unintentional damage waiver of $50 charged, (No. 10A) which would cover several hundred dollars of unintentional damage, it does not cover (iii) gross negligence or willful misconduct. The waiver also does not cover (vi) payment of fines and penalties imposed by a Home Owner’s Association as a result of violation of any laws, ordinances or neighborhood rules and regulations, or (v) any cause, if the Occupant does not report the damage to the Manager prior to checking out of the Property. At the time of check in, we reviewed the guest code of conduct with [redacted] and had her initial the fact that we went over the code of conduct, which states she will respect the property. We also gave her a copy of the Lake Village HOA Rules and Regulations, Policy – L31, page 3, under Miscellaneous, Line 1 where it states “only gas or propane barbecues are allowed on the decks, balconies and entrances of units.” Both of those documents are attached for you. [redacted] states she wants proof that the bbq was in good working order before her stay. The bbq was used by guests throughout the summer, fall and holidays without any issue. If [redacted] found a problem with the bbq, she should have called us instead of building a fire on it. We ask our guests at check in to let us know of any problems, this is also stated on the check in page, also attached. Upon checking out, we addressed the bbq issue, the fire, and the ensuing fine from the Lake Village HOA. At the time, she seemed willing to pay for it. She was more concerned with still hiding the fact that she had brought a dog to the property. We are charging [redacted] for the partial replacement cost of the bbq. The fire destroyed the inner workings of the bbq and it has to be replaced. We did take into account depreciation as the bbq was two years old. We are charging her with the violation ($100) charged by the Lake Village HOA for the illegal charcoal fire, and for the pet she brought which was not allowed. This is not a pet friendly property. She denied having one in the condo, however this is disputed by the facts that: • the HOA maintenance man saw the dog in the residence, • the front desk reservationist saw the dog in the red Frontier truck that she was in (also listed on her vehicle list), and, • we have photos of paw prints in the snow on the upper deck, where the fire was. The total charge was $460.79. We did recheck our figures and will refund her the $20.00 overcharge. We do believe we are providing her with significant forbearance in not charging her for the full replacement costs of the bbq and the extra cleaning for the dog. [redacted] and her friends are very, very lucky that that the fire did not spread to the building or any adjoining building. We believe charging her with partial replacement costs, the fine, and the dog is minor compared to the much more serious charges she could have faced if the building had caught fire due to her gross negligence and irresponsible behavior.

We’re pleased to read that [redacted] and her friends admitted building a charcoal fire on a propane bbq grill.  However, this action did create a dangerous situation.
Lava rocks are different than charcoal briquettes.  The HOA’s rules and regulations, given to [redacted] when she checked in, state that only gas bbqs are allowed.
There was a fire as it was reported by an independent third party, who reported it to the HOA.  The HOA has fined the homeowner as a result of [redacted]’s actions.
 
We don’t keep records of items that are working, only items that are NOT working.  We have no record of there being a problem with this grill. 
Most of our guests are quick to let us know of any problems with the amenities in a unit.  We ask them at check-in to let us know if there are problems.  We are quick to try to resolve those problems. 
If there was a problem with the gas grill, [redacted] should have let us know about it. 
 
It is irrelevant if there were other dogs in the complex.  It is irrelevant if there was a bag of dog food in the garage.  The owner of the property gets to make the decision of whether or not they want to allow visiting dogs to their property. This owner has said no.  Therefore, the property is not pet friendly.  It states that on the rental agreement and on the website.
 
I did not see a place to send attachments on your website previously.  I appreciate being able to send them along now.  I’ve also faxed them to you.
 
Sincerely,
[redacted]

Review: I am filing a complaint because Lake Tahoe Lodging Company is stating I have broken a propane powered grilled and is charging me $300 for it; however, they are denying to provide documnetation of the working conditions of this grill prior to my use of it. Not to mentioned, they charged my credit card prior to notifying me and they charged me $20 more than what their receipt shows (I received this receipt later, after I found out about the charges). I have email exchanges where [redacted] is unwilling to provide the documentation I ask for.Desired Settlement: I would like for my name to be cleared of any blacklist and my funds back to my credit card.

Business

Response:

Response to Complaint ID#[redacted] reserved our Lake Village [redacted] condo for the weekend of Jan. 16 – 18, 2016. There is a gas bbq on the third deck, available for guests use. When using a gas bbq, 99.9% of the time guests turn on propane tank valve, light the burners, and barbeque without any issue. On Sunday night, [redacted] and her friends put charcoal briquettes on top of the gas bbq grill and lit them. They then left the bbq unattended and went back into the condominium. The resulting flames reached a height of 3 – 4 feet, according to the neighbor in the adjoining condominium. This bbq is within 3 feet of the structure and with a propane tank less than a foot away from the flames, the situation is now volatile. The neighbor, highly alarmed by the unattended fire, went over to the residence and warned the guests of the severe damage of the situation. He then contacted the Lake Village HOA and reported the incident. The HOA maintenance man also went over to the residence to check for damage. The maintenance man also informed the guests of the danger of such behavior. At the time a reservation is confirmed with a guest and the booking is paid, a rental agreement is sent to the guest. We require the guest to read the rental agreement, initial it, sign it, and return it to us before checking in. [redacted] initialed and signed the rental agreement, we have attached a copy for you. While there was an unintentional damage waiver of $50 charged, (No. 10A) which would cover several hundred dollars of unintentional damage, it does not cover (iii) gross negligence or willful misconduct. The waiver also does not cover (vi) payment of fines and penalties imposed by a Home Owner’s Association as a result of violation of any laws, ordinances or neighborhood rules and regulations, or (v) any cause, if the Occupant does not report the damage to the Manager prior to checking out of the Property. At the time of check in, we reviewed the guest code of conduct with [redacted] and had her initial the fact that we went over the code of conduct, which states she will respect the property. We also gave her a copy of the Lake Village HOA Rules and Regulations, Policy – L31, page 3, under Miscellaneous, Line 1 where it states “only gas or propane barbecues are allowed on the decks, balconies and entrances of units.” Both of those documents are attached for you. [redacted] states she wants proof that the bbq was in good working order before her stay. The bbq was used by guests throughout the summer, fall and holidays without any issue. If [redacted] found a problem with the bbq, she should have called us instead of building a fire on it. We ask our guests at check in to let us know of any problems, this is also stated on the check in page, also attached. Upon checking out, we addressed the bbq issue, the fire, and the ensuing fine from the Lake Village HOA. At the time, she seemed willing to pay for it. She was more concerned with still hiding the fact that she had brought a dog to the property. We are charging [redacted] for the partial replacement cost of the bbq. The fire destroyed the inner workings of the bbq and it has to be replaced. We did take into account depreciation as the bbq was two years old. We are charging her with the violation ($100) charged by the Lake Village HOA for the illegal charcoal fire, and for the pet she brought which was not allowed. This is not a pet friendly property. She denied having one in the condo, however this is disputed by the facts that: • the HOA maintenance man saw the dog in the residence, • the front desk reservationist saw the dog in the red Frontier truck that she was in (also listed on her vehicle list), and, • we have photos of paw prints in the snow on the upper deck, where the fire was. The total charge was $460.79. We did recheck our figures and will refund her the $20.00 overcharge. We do believe we are providing her with significant forbearance in not charging her for the full replacement costs of the bbq and the extra cleaning for the dog. [redacted] and her friends are very, very lucky that that the fire did not spread to the building or any adjoining building. We believe charging her with partial replacement costs, the fine, and the dog is minor compared to the much more serious charges she could have faced if the building had caught fire due to her gross negligence and irresponsible behavior.

Consumer

Response:

I

am rejecting this response because: First of all, this BBQ grill had already

charcoal prior to us using it. Second of all, the gas would not work and we put

charcoal in it thinking it would be ok since it seemed this grill had already been

used with charcoal. Third of all, there was no fire and the grill was never

un-attended. The grill was only turned on for 5min and was turned off

immediately after being notified that this was not allowed. If this grill was

working we wouldn't have had any problems turning it on nor would it have had

the charcoal in it. I have the right to see proper documentation of the condition

of this grill prior to my arrival if I'm going to be held accountable for it.

And as previously mentioned, the condo was surrounded by many many dogs; in

fact, there was a full bag of dog food and a dog bowl in the garage of this

unit....

Business

Response:

We’re pleased to read that [redacted] and her friends admitted building a charcoal fire on a propane bbq grill. However, this action did create a dangerous situation.Lava rocks are different than charcoal briquettes. The HOA’s rules and regulations, given to [redacted] when she checked in, state that only gas bbqs are allowed.There was a fire as it was reported by an independent third party, who reported it to the HOA. The HOA has fined the homeowner as a result of [redacted]’s actions. We don’t keep records of items that are working, only items that are NOT working. We have no record of there being a problem with this grill. Most of our guests are quick to let us know of any problems with the amenities in a unit. We ask them at check-in to let us know if there are problems. We are quick to try to resolve those problems. If there was a problem with the gas grill, [redacted] should have let us know about it. It is irrelevant if there were other dogs in the complex. It is irrelevant if there was a bag of dog food in the garage. The owner of the property gets to make the decision of whether or not they want to allow visiting dogs to their property. This owner has said no. Therefore, the property is not pet friendly. It states that on the rental agreement and on the website. I did not see a place to send attachments on your website previously. I appreciate being able to send them along now. I’ve also faxed them to you. Sincerely,[redacted]

Consumer

Response:

I am rejecting this response because: we did NOT create a fire, we turned the grill on with charcoal. It is bad business practice to NOT have documentation of the condition of this grill. I should not be held accountable for a "damage" of something We used for literally 5 minutes when you can't even proof that we "broke" it. I am not going to pay for the replacement of this grill.