Stayed at Rockwood in a top floor unit (#49) in early July after my "regular" condo at Sunset was not available and was referred to HF by the owner at Sunset. Management was nice on the phone and booking was no problem. Got to the condo and the A/C wasn't cooling properly. Could not keep the unit cooler than 78/79 degrees according to the thermostat (felt hotter than that). Called management and he came out to check it out and subsequently said he called the HVAC contractor that works on the condos (but contractor did not come out). Basically was given a bunch of excuses and no results. "The condo is top floor so it's hotter", "The condo was built with and undersized unit", "It's 102 degrees outside". The first and third excuses were bogus because I talked with another guest at the pool who had a top floor unit in the same building and hers was cooling just fine. These condos are pretty new and should be plenty energy effecient. If they aren't and if they were built with units incapable of keeping a temperature under 78, then they should not be expecting guests to pay $259 a night! I paid over $1700 for a 6 night stay, the first 3 of which were miserable until the temperature outside eased down a bit. Even then, it wasn't cooling like it should, but at least it was bearable. DEFINITELY NOT WORTH THE MONEY! Stay somewhere else. The other downside is the walk to/from the pool or down to the lake, this complex is built into the side of an extremely steep hill. The condo wasn't exactly clean either, found trash on the floor of two rooms that wasn't picked up by housekeeping after the previous guest. Very dissapointed and will be going back to my regular condo in the future. It's not as "fancy" but at least it's clean and cool!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
This is the first time we have responded to a TripAdvisor review but felt the reviewer had left out many key details.
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For starters, I am very sorry they had a bad time on vacation. We strive to make sure every guest has a wonderful time here and respond immediately to any situation that is brought to our attention.
I know the reservation well and the situation he wrote about. That particular day was the hottest day we have had in Missouri (so far) In my car going up there, it was 108 and there was not a single cloud in the sky. Just intense sun beating down.
I went right up (within 10 minutes of his call) to investigate both the heat pump and the exchange. Both were working in good order and I explained this to him. The interior temperature was 78 also. As he had mentioned, we had called Cline Heating and Cooling and the owner said he was hearing the same thing from every place around the area. Red Lobster in town was 78. Imax was 76-78. On top of it, I live in the very same complex as the reviewer in a top floor unit and when I went into my condo, it was also 78.
In other words, it was crazy with the heat this summer and we did the best we could.
In regards to him speaking to another person who was also in a top floor unit - that too is incomplete. His condo is the southernmost condo of the building - meaning it gets all of the sun morning, noon and evening as the swing or arc of the sun will always be beating down on his. The other condos would be north of him and would not have their exterior wall and windows exposed to all day heat. So it is reasonable to assume they may not have been as hot. All condos are built with identical HVAC units so that is not a difference either.
He goes on to say "...the first 3 of which were miserable until the temperature outside eased down a bit. Even then, it wasn't cooling like it should, but at least it was bearable...." We have rented this same exact condo numerous times since his reservation (as well as before) and not one single renter had any issues with the AC. Again, it was the worst heat of the summer - and this has been an incredibly hot year to be sure.
Nothing was ever said to us about the condo not being clean. If you look at our other reviews you will see we stress endlessly to present the vacationer with deeply cleaned condos, so I have no idea what the issue was.
Simply put, the only time I ever heard from them was the day they called about the air conditioner. If they would have called us for any other item we would have responded immediately to that as well.
In closing, I would like to say one last time that I am terribly sorry he had an unhappy time here. We strive to be as customer service driven as possible and apparently we didn't deliver this time as we should have.
Owner Hunter's Friend Resort
This response is the subjective opinion of the management representative and not of TripAdvisor LLC