Domaine Enchanté en Forêt - Réunion, Jacuzzi & Sauna

Dear Ally, we thoroughly enjoy hearing how you used the property and amenities and are glad that it was a good experience overall. I understand that we had communication issues, and I apologize that that impacted your experience. We were delighted to host you and your loved ones as you celebrated your marriage!

Dear Trisha, I am discouraged to hear how disappointed you were with your stay. The refrigerator cooling intermittently was a surprise to us that was discovered the day of your arrival when the previous guests let us know after they had checked out. As I explained to you upon your arrival, I reached out to a technician and he said the refrigerator would have to be completely defrosted for him to perform any work. Since you were arriving in just a few hours, and since the refrigerator was cooling intermittently, rather than defrosting the refrigerator in the kitchen during your stay rendering the entire refrigerator and freezer unusable, I provided the best option. I set up a cooler full of ice and I chose to keep the cooling unit intact in hopes that the refrigerator would cool again to temp and be available for you to use during your stay. It was cool when we arrived to clean after your stay, so it seems it was functional as I had hoped. In regard to the property maintenance that was happening upon your arrival, I apologize that there was smoke that got into the house. We have to stagger our yard projects between guests and because of how busy we are, this can be challenging. My husband was finished shortly after your arrival and no other maintenance happened during your entire stay. Your husband approached my husband aggressively due to your dissatisfaction and he responded in kind. He had been assisting you back up your trailer and had only been helpful to you—thankfully, he was there to assist. We have a flexible cancellation policy and understand that sometimes our property is not the best fit. You communicated your extreme dissatisfaction with the refrigerator and my efforts to resolve it. You and your husband were very rude about this, so in these situations we pose the option for you to leave—which we believe is the highest customer service option that we can offer when no other resolution is present. In regard to the septic system and portable restrooms, yes, it did not state that portables are required, nor did it state that I will give you a private tour prior to your arrival—which I did also offer, and met with your entire family on site before you arrived. Interested parties reach out to me directly for further details regarding hosting events at the property, in which I detail our requirements. When we have guests at the top end of our capacity, for good measure, we require the rental of a portable restroom as we are in a rural area on a septic system. I am sorry to hear that you had sewage odors during your stay—because of increased use during large events or large gatherings we require a portable restroom as to be gentle on our septic system and mitigate that potential issue. We have our septic pumped regularly so perhaps the portable was not utilized as much as we had hoped. Again, I am saddened to hear that you did not enjoy your stay, we hope you were able to find something redeeming about your experience.