Postcard Cabins Blake Brook, Outdoor Collection by Marriott Bonvoy — Hotel in Epsom

The customer service has room for improvement!||Unfortunately, Getaway had to cancel our 2 night reservation on the day of our arrival due to a maintenance issue that they were unable to resolve prior to our arrival. I definitely understand that things can happen that are beyond control, so I do not fault them for this. But how they handled this unfortunate situation is extremely disappointing.|||I received an email at 11:15am (which I found later) the day of our arrival that our getaway was cancelled due to no hot water in the cabin and they could make things right by offering either a full refund or a credit (2 nights). I received a text message at 12:12pm with a similar message. When I received the text message, I noted that it was from Getaway, and did not fully read the message immediately as I incorrectly assumed it was our passcode to enter our cabin. About an hour later, I read the full text message and checked my email and found email sent earlier. My family had stayed in hotel in North Conway the night prior, and we were a good 4 hour drive from home. We had already checked out of our hotel at that point, and decided it would be best to stay in the cabin one night with just cold water. I called Getaway, and left a message. I also sent a text message and email as well. The text message responder did not understand my request and confirmed we had a reservation to arrive that day. About 40 minutes after I left the voice message I got a return phone call from Getaway. They were unable to allow us to stay at the cabin because it was a pest problem and not an issue with the hot water. I was offered a full refund or credit for a future stay.||I would like to point out that had Getaway taken the time to contact me immediately by a live phone call, we would have been left with slightly better options to salvage our vacation plans. That phone call would have given us 2 additional hours. Perhaps we could have extended our stay at our hotel? At the very least, we could have started our drive home earlier so we did not have to drive through Boston during rush hour. Giving us correct information from the start could have also helped, so we did not waste so much time trying to contact Getaway to see if we could stay with just cold water for 1 night.||I do appreciate the email responder who did try to help. I was offered two one bed cabins at a different outpost by email. It was too far away (CT), and too late it the day, so this did not work out. Maybe had this been offered up on a phone call earlier in the day though, this could have saved our vacation?||I also feel that Getaway should have offered some sort of compensation beyond the credit or full refund given the level of disruption caused by a same day reservation cancellation. This was our once a year family vacation (planned many months in advance) that got cut in half. With work schedules and school starting, we can not easily reschedule this time lost. Had I been the hotel owner, I would have offered a free night for a future stay. ||I do realize this could have been worse. I am thankful that they did cancel our reservation with a full refund, as opposed to having us stay in a cabin with pests. ||Bottom line, this was an urgent situation and Getaway should have called me by phone...

We expected some dirt, dust, bugs, and some stray dog hairs, but these conditions are unacceptable. I stayed here in this same cabin (Archie) and another cabin about 5 years back and it was nothing like this at all. It was actually so nice that I asked to stay an extra night. Unfortunately, this time we had to leave due to the saturation of dog urine and black mold covering the cabin, which caused us to be physically ill. Day two I notified staff about dog urine saturated in our duvet when they picked up our linens and was told "thanks for the heads up” as they walked away with headphones in and no interest in a conversation, let alone offer us any clean replacements. This was after day one where blood and stains were found on our linens. I took them off carefully and bagged them up to be helpful and found the (fabric) mattress protector to be heavily soiled and stained all over looking like it’s never been washed (so incredibly gross and unsanitary). I asked twice for something to be done about the soiled mattress protector and it was not replaced. The new fitted sheet and duvet cover did nothing but sit on top of smelly mystery stains and bacteria... The dishes had food on them & what looked like crusty raw meat all over the cutting board, black mold around every single window + the ceiling, dog hair and urine all over the indoor doormat, a fridge with hair and crusty food inside, and mouse poop & pee in the counter and around the fridge. The entire cabin was just plain filthy, made us sick, and it should not even be available for rent at this point. I needed to go purchase my own cleaning supplies, as well as a waterproof mattress protector, sheets, and blanket. I washed the mattress platform, table, and floors 3 times; the rags were still black and the urine smell wouldn’t come up. The bathroom was also filled with mold and the floor was rotting out. I could see the attempt to fill rot holes with silicone and spray foam, and some holes that were too big to fill and still disintegrating, so it’s clearly been an ongoing issue with no proper repair. Despite our very best efforts and extra money spent to make it work, the mold made us so sick we had to leave. Just to go spend the next two days washing the smell of urine and mold out of literally everything we packed including the bags they came in. I am very disappointed with the way these cabins have been run down and unkept, yet the prices have climbed. There’s 4 hours between checking out and in, and i don’t believe that cabin has seen anything close to even 1 hour of cleaning. To us this is a clear display of laziness and it’s not a professional way to run a business. It’s just sad that whoever is in charge is happy to take this much money from people to waste a vacation they could've waited several years for in exchange for a filthy shack covered in black mold and bodily fluids and make them sick. I’ll add a couple photos so you can get the jest of it and make a more informed decision about staying here. It’s a shame, and we hope these rentals are restored to where...

I really wanted to be able to leave Getaway Cabins a rave review because I truly enjoyed the weekend. That being said, what followed the weekend and the customer service, I was not impressed and will not be booking at Getaway in the future.

My husband, dog, and I booked a NH getaway in December to unplug. It was a great weekend. The cabin had anything we needed, it was quiet, the radio was bluetooth so we could listen to music, etc. We spent the weekend playing board games, reading, journaling, and just hanging out. As we were leaving that Sunday, I had come down with a cold so I was quite groggy. As we packed up the car, I saw my $500 Patagonia jacket and scarf hanging behind the door and made a mental note to not forget it. Well, I forgot it. Granted, it was definitely my own fault for forgetting, but the customer service after was disappointing.

The next morning when I realized I forgot it, I immediately texted the company (their mode of communication) and informed them that I left it, precisely where I left it, and provided a description. A few hours later they informed me that they were “unable to find it”. I explained that it was a very expensive winter coat and they again said they couldn’t find it.

I am quite disappointed because I know I left them hanging behind the door and locked it behind me. I didn’t want this to overshadow my entire trip, but unfortunately this was a sour ending to a beautiful trip. It's a tiny cabin, someone had to have gone in to clean after we left and would have found it. It's like when you leave something at the hotel and call and they "can't find it" - you know that someone on staff took it.

Well, someone on the Getaway house staff clearly had Christmas early with my $500 Patagonia jacket.

I emailed both co-founders of the company, Jon Staff and Pete Davis, explaining what happened and asking that they look into the situation. They didn't even personally respond to me - they simply passed me off to another employee to email me back to tell me they're sorry they don't have better news.

I am disappointed that 1) clearly someone has my jacket and they're not trying to find it, and 2) that the co-founders are too busy to simply reply to feedback. I got an email "from Jon" asking for feedback on my stay, wrote back to him, and he passed me off to an employee.

That being said, I will not stay at Getaway House ever again. I'm disappointed because we discussed over that weekend making it an annual getaway, but the follow-up experience...