Hi, we already responded to this review on Expedia, and on google but by a different poster. We are being attacked because we charged the guest a pet fee that was not made clear to them by Expedia. They had 7 people in a 5-person occupancy cabin. The same cabin received a 4-star review with photos posted on google. It's sad to see the continued lack the civility. Our guests receive the best services and care- all you have to do is ask.

Hi Anrew, We tried to reach out to you, but the lady answering phone number you provided on reservation stated that it the wrong number. We are sorry if Expedia did not inform you of the Pet fee. We charge the fee for disinfection and special cleaning of the cabin after a pet stay. it is posted on the website and part of the resort rules you signed. The cabin max. occupancy is 5. it's not suited for 5 adults and 2 children, and a pet. Had we known at the check-in, we would have recommended that you get an additional cabin or cancel for a refund as additional members of your party arrived after check-in. Per policy we don't provide pool or beach towels, nevertheless we gave you towels for the pool since you asked. If you needed anything else, you could have asked, and we would have been glad to accommodate you. The photos are accurate. If you were not satisfied with your accommodation, and we could have not provided you with satisfactory accommodation as we have variety of cabins and suites, we would have been glad to help you find accommodations at a different property and refunded you. We want our guest to enjoy their time and be happy at our property. Feel free to call us for follow-up

Thank you! Its a pleasure to meet and talk to each of our guests and make sure they are enjoying their stay and are happy with their experience at Rock Castle.

We enjoyed having you and your family with us. Thank you!

Thanks Adriana for the review. We are constantly trying to upgrade the resort to make guests experiences the best we can. It was wonderful hosting your family. Sincerely, Mike

Thank you for your positive review. We appreciate the feedback !!!

Hi Donna, I'm sorry you had this experience. The cabin you paid for was $95 a night. When you booked it online and you called, I explained we did not have any other cabins the size you were looking for. Please call us to see how we can make this right for you.

I'm sorry you had this experience. When you checked in you indicated you did not have a dog. We charge everyone the $50 service fee that has a dog. Please call me if you have any questions

Hi, We like for all our guests to be happy with their stay and experience. We dont know who you are, or how to reach you. If you have any specifics to why you rated us as you did, We will be happy to address them. In the absence of your response, we will ask Expedia to remove your review. We have been fully booked, and our guests have enjoyed themselfes and ther property. Feel free to call us if we can assist you.

Hi, We're reaching out to you to understand why you gave us a negative review? We are unable to determine if you stayed at our property or what the issue is. We are happy to hear from you and address any concern that you may have. Because in the past we had similar reviews from people that did not stay at our property, and in the case of no response from you, we will ask Expedia to provide your information or remove your review. Again, if you were our guest, we want you to be completely happy, and will work to provide a satisfactory outcome

Hi Joana, Thank you for your review. We look forward to see in the near future