Outpost: Thimbleberry 3212

Hi Matthew, Thank you for sharing your feedback. We are truly sorry for the distress caused by the unexpected raccoon incident during your stay. Please know that we take situations like this very seriously. The team you reached out to by both phone and text responded promptly and was prepared to send someone to assist, though you reported that the issue had already been resolved. As part of our pre-arrival inspection process, our team checks to ensure the fireplace damper is closed, and we deeply apologize that this step was unfortunately missed on this occasion. This has been reviewed internally with our entire team to ensure it is not overlooked in the future. We also want to note that this has never been an issue at this home or at any of the other properties we manage, but we are so sorry this was something you experienced during your stay. Regarding the kitchen supplies, our inspections team conducts a thorough inventory check prior to every arrival, but we sincerely apologize if they missed the absence of spoons on this occasion. We would have been happy to deliver additional utensils during your stay had we been made aware. Since your departure, the kitchen inventory has been fully evaluated and restocked as needed. We are also sorry to learn that you felt $50 was a disappointing refund. Please know that this amount reflects over half of the rent for the evening and was offered as a gesture to acknowledge the inconvenience. We sincerely apologize for the disruption to your family’s stay and appreciate your feedback, which helps us continue improving our guest experience. We hope that, despite this incident, you were still able to enjoy your time in the area. All the best, The Outpost Team

Hi Lexie, We are so glad to hear that Thimbleberry 3212 was perfect overall, but terribly sorry to hear about the shower curtain and floors not being up to our cleanliness standards! We wish we had known, as we would have gladly sent a team back to bring the home up to our standards. These items should never have been missed in the first place, and we sincerely apologize for that. Based on your feedback, we have replaced this shower curtain entirely, and completed a deep cleaning of this home. We would love to host you again if you ever return to the area! Cheers, The Outpost Crew

Hi Audra, We are terribly disappointed to hear that you had a three star stay at Thimbleberry 3212. We have never received feedback before or after your stay about an odor at this home, so we imagine this must have been due to the previous renter in the home. Regardless, we do not allow smoking in any of our homes and sincerely apologize for any smell, as we understand how disruptive this can be to a relaxing vacation. We have also since purchased new cookware for the home and certainly could have brought some for you during your stay, had we known this was an issue. Based on your feedback, we have scheduled a deep steam cleaning and re-grouting of the home, and sincerely apologize that this home wasn't up to our standards for your stay. We hope we have the opportunity to welcome you back to Jackson Hole someday to show you the five star experience we strive to provide for all of our guests! Sincerely, The Outpost Crew