Unit 1 Rock Ranch Villas at Boulder Canyon Golf Club

Thank you for acknowledging the beauty of the property and its location. We take all guest concerns seriously; however, we feel it is important to clarify several details regarding your experience and our team’s response. Our team communicated with you on four separate occasions throughout Friday, Saturday, and Sunday via Vrbo messaging and email, with no concerns reported during those communications. It was not until approximately 2:25 AM Monday morning, the day of your departure, that we received your first report of a possible mouse in the property. During our subsequent communication, you acknowledged that you had suspected mouse droppings as early as Saturday, the day after check-in, but had not brought this to our attention during any of our previous communications. You also acknowledged that the garage door had been left open, potentially allowing pests or wildlife to enter. While we cannot confirm how a mouse may have entered, there had been no previous reports or evidence of pest activity at this property. We must evaluate the circumstances based on the information available rather than make assumptions about the cause. Our properties are thoroughly cleaned and inspected between every reservation. Had you notified us when you first suspected an issue on Saturday, our team would have responded immediately to investigate and address the concern. Instead, the first opportunity we were given to address the situation came on the morning of your departure, when the discussion had already shifted toward financial compensation rather than allowing our team to resolve the concern during your stay. This distinction is important. As with any hotel or hospitality business, guests must communicate concerns when they arise so management has an opportunity to correct them. Continuing a stay without reporting a suspected issue, despite multiple opportunities to do so, and then requesting compensation at checkout does not provide management a reasonable opportunity to remedy the situation. Our team was on-site immediately following your departure to investigate and address any potential pest concerns. We respectfully disagree with the characterization of our customer service, as we remained responsive through both Vrbo messaging and email throughout your reservation. We understand that encountering a mouse would be unsettling. However, your compensation request was based on that experience, and our decision to decline a refund was based on the delayed reporting, the opportunities available to communicate the concern earlier, and our inability to address it during your stay. Declining compensation does not equate to a lack of customer service, nor does it mean your concerns were dismissed. We cannot correct an issue that has not been brought to our attention, and we believe our documented communication and prompt follow-up demonstrate our commitment to guest satisfaction. We sincerely hope this experience reinforces the importance of timely communication when concerns arise during a stay. Every host deserves the opportunity to address an issue before a guest’s departure, just as every guest deserves a responsive management team. We wish you the very best in your future travels and hope your next experience is a positive one.