Family Mountain Paradise at Your Fingertips! Start Your Getaway Now!

We always strive to provide a flawless, luxury experience for our guests, so it’s incredibly disappointing to hear that your stay fell short of your expectations. We take all feedback to heart and use to continuously improve, but to ensure future guests have an accurate understanding of our property and hosting standards, we do need to clarify the timeline and details of what transpired. Our team prides itself on being highly attentive. You checked in during the afternoon but first alerted us to your concerns at 9:00 PM on Friday night. Despite the late hour, we responded within 20 minutes and followed up with four phone calls within a 45-minute window to understand your concerns and coordinate immediate help. Per your request, our cleaning team was on-site at 9:30 AM Saturday morning to address ‘spot cleanup’ concerns - which were minimal and completed in less than 15-20 minutes. Regarding the amenities, our system logs show that both AC units were fully operational prior to arrival but a blower motor did go out on one of the units the day or your arrival. Despite that, logs show a comfortable temperature was maintained between 69 and 74 degrees throughout your entire stay. We had our HVAC technician on-site by 11:00 AM Saturday to double-check the system and ensure your comfort. As for wildlife, our home is nestled in the beautiful Sierra Nevada mountains, and we do advise all guests ahead of time that run-ins with nature can occasionally happen. We found evidence of a single mouse, not multiple; we have a strict, proactive pest control contract with discreet outdoor traps precisely to prevent these issues, but they can’t guarantee ‘no encounters’ – hence our disclaimer. We always want to do right by our guests, which is why we proactively refunded 50% of your stay as a gesture of goodwill, despite the issues being minor and resolved immediately the following morning. Given our rapid resolutions, round-the-clock communication and significant financial compensation, we feel our efforts were above and beyond considering the situation but, unfortunately unable to satisfy your expectations. We wish you the best in your future travels, but we would advise fellow hosts to carefully consider this guest's specific hosting requirements before accepting a booking.