Relaxation, Wildlife, and the Madison River!

Our number one priority is to make every effort for our guests to have a wonderful stay at the cabin. We know our guests’ vacation time is very precious. A clean, well appointed cabin is extremely important to us and I feel this is reflected thru our 5 star rating since we opened the cabin 6 years ago. I am very sorry for this guests’ experience but also feel Candy’s review is not reflective of our communications during her stay and some of the facts. My husband and I were at the cabin for the two weeks prior to Candy’s visit. As a result, we did the cleaning of the cabin prior to her arrival. When we have the opportunity, we like to do the cleaning as we are able to move all the furniture, clean the inside of all the cabinets, clean fan blades, etc. and deep clean the bathroom and hardwood floors. As Candy commented to me after her arrival, the house was very clean. The day after their arrival, Candy contacted me to let me know she was having trouble with the internet. I set up a direct call with Wisp West to work with Candy to see if they could get it reset. The internet had been working great during our two week stay. However, the problem with the internet was with Wisp Wests' equipment, most likely due to the big storm that arrived the day we left and required a tech to come out. Unfortunately, in the small town of Ennis, they only come out on Fridays. We scheduled the appt and it was corrected. I appreciated their frustration not having internet and suggested that maybe they could use hotspot from their phones and I would pay for any fees they may incur. I also gave them a couple other options, which they declined and responded that they were there to enjoy peace and quiet. I also offered them a few extra days free stay if their schedule was at all flexible. Candy thanked me for the offer and said that they would love to stay longer but their schedule wouldn’t allow. A few days later, Candy contacted me and informed me they found a mouse in the toilet that morning. She said the she disposed of it as she lives on a farm and can get mice and mentioned that it was probably due to the cold weather. I offered to have the cleaning gal come over and go thru the house to see if she could see where it might have come in and clean up anything that she may find. She could also check the garage. Candy said it wasn’t necessary as she had gone through the entire house and didn’t find any signs of another mouse, any food or critters anywhere… everything was clean. Regarding the heaters, during her stay, she never mentioned any concern about a strange smell coming from the heater. As previously mentioned, my husband and I were there for the two weeks prior and there was no odor from the heaters. I know they did not have dust as I cleaned them when I was cleaning the baseboards. In addition to several communications with Candy during her stay, I sent three communications after her stay and sent a check as compensation for her inconveniences (which was cashed). I am very sorry Candy had the issues she did during her stay and this is why I wanted to send compensation even though she said that it was not necessary. We always want everyone’s stay to be perfect but sometimes issues can arise and we always make every effort to correct them. I feel I was very responsive in my communications with Candy and thought from her comments and conversations that she felt the same. We always appreciate our guests’ feedback and suggestions as to how we can improve their stay and make every attempt to implement them.