Familienrefugium 2 SZ/2 BZ | Pool | TMC & NRG | Schlafplätze für 8

This was one of the most difficult guest experiences we have had. The guest stayed for two nights and reported that the toilet had become clogged and unusable. However, the toilet was functioning properly at the beginning of the reservation. During the stay, the microwave handle was also reported as broken. We responded immediately and purchased and delivered a brand-new microwave within approximately an hour. Despite our prompt response and efforts to resolve the issues, we continued receiving complaints. The guest also complained that our check-in instructions were too detailed and contained too many photos. We took that feedback seriously and subsequently simplified and reorganized our instructions. However, based on the guest’s communications, it appeared that the existing instructions had not been fully reviewed before contacting our staff. More concerning was the way our staff were treated. Our team was subjected to rude and insulting communications, which is unacceptable regardless of the circumstances. After the first night, we offered the guest the option of receiving a full refund and vacating the property. The guest declined that option and chose to remain for an additional night. After completing the additional night, the guest subsequently demanded a refund. We ultimately issued a refund in an effort to resolve the situation, yet the guest still posted a review containing statements that we believe are inaccurate.