It’s important to note that not every experience is sunshine and rainbows. Sometimes, expectations can lead to simple misunderstandings and only people who care can help resolve them.
This is what happened to Katrina on her arrival at one of our homes, she arrived late at night and having already been new to the process of renting a vacation home, the home that she booked was not up to her standards. We understand things like this happen and are prepared for it.
Our Guest Service Manager (GSM) Mark Davis spent hours trying to contact her in the middle of the night after she sent us an email saying she was leaving. But, he was unable to reach her.
In the morning, our director Val Kleyman started getting in touch with Katrina and finally started to understand what happened. Not all houses are created equal and Katrina simply didn’t “feel” the house she booked. This is incredibly rare, but it happens.
Knowing that sometimes people need a little more attention, thankfully it was a slow weekend and we were able to move Katrina into another house that was BIGGER, BETTER and BRIGHTER than the one she originally booked.
See her video story here and be sure that the staff of Grand Leisure Travel is there to support you, BEFORE, DURING and AFTER your stay.
We are interested in building relationships with our guests and nothing less will be acceptable.
Katrina, thank you for being so understanding with the issues of the previous house, we’ve made a list, checked it twice and will make sure that Pocono Vacation Rental owner starts making his house NICE!
Merry Christmas everyone and Happy Holidays!
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