Charmerende familievenlig hytte, 3BR / 2BA + hems

Thanks for taking the time to review your stay. Our arrival information details how to operate the heat to keep all the bedrooms comfortable, including keeping thermostat set to 65 overnight and utilizing the radiators in the downstairs bedrooms. This practice keeps the rooms very comfortable. I will review how the information is presented to make sure this is more clear to guests. Also, there are large pump bottles of conditioner and shampoo under the sinks in both bathrooms. Our cleaner removes all products when she cleans to make sure no moisture is trapped under bottles resulting in potential mildew. I will add that guests may find shampoo/ conditioner under sinks to the arrival info. Thanks for your comments.

Thank you for your perspective. This is our first negative review, and we will take your feedback and work to improve the items you found unsatisfactory. Past guests have complimented our cabin's cleanliness and we want each guest to feel the same! A few recent incidents may have contributed to your sense that the cabin was run down/ not clean. 1) after 5 years of wonderful service, our beloved cleaner moved. The new cleaner we have worked with over the last 5 months has not met our standards, and you were actually her last clean for us. We visited the cabin ourselves this weekend to do some detail cleaning and get things in order for our next cleaner. We are optimistic that the level of cleanliness/ orderliness of the cabin will return to what our past guests expect. I will note that while I was dissappointed after inspecting the cabin after the new cleaner's cleans, I reached out to return guests to see if the cabin met their expectations from the past, and no one offered complaint. 2) A few recent guests with dogs negatively impacted our carpets and white slip covered sofa. Though Tahoe dirt which we all come to the cabin to play in also takes its toll on the carpet by end of summer. We have the carpets cleaned each year right before we expect snow to fall and give our carpets a break! We also wash the slip cover every month, but a zipper failed and after many washings it needs to be replaced. We have ordered a new couch (actually before your stay, but it will not be delivered until 2nd week of Sept) to replace the slipcovered couch. All of the remaining furniture is in excellent condition. We also made the tough decision to no longer allow dogs to accompany their owners due to over wear and tear. After our last canine guest booking in Sept, we plan to replace our carpet. We will update photos to reflect the refreshing once complete. Again, I apologize the cabin fell short of your expectations. I appreciate being able to offer an explanation and share the actions we are taking toward improvement. Thank you, Erin

Hi Sherwood, Thank you for noting the confusion with hot tub. I have complained to VRBO multiple times that the way the listing details “hot tub” makes it seem like there is one on the property, when the hot tubs are located at the gym for a day use fee. I agree the listing seems like a misrepresentation and I’m continuing to try and adjust the listing format to make clear there is no hot tub on the property. Thank you for your flexibility in response to this misrepresentation. You were wonderful guests and I hope you will consider staying in the future! Thanks you.

Thank you so much for taking the time to share feedback as this is invaluable in helping us target issues that need attention. I feel horribly about the uneven step that resulted in a stumble. Our cleaner reported a stair board was loose awhile back and we had the carpet pulled back and the steps stabilized, but clearly the repair was not effective. We will investigate and rectify ASAP. As well, I appreciate feedback on internet speed and will adderess with provider again. Over the years, when Tahoe Donner is particularly crowded for holidays and usage increases, our speed noticeably slows but has remained tolerable. With the dramatic increase in people working and schooling from home over the last few months, I imagine our connectivity is suffering and am hopeful we may be able to boost speed with some intervention. Again, thank you for the review. As recently as the first weeks of July we were at the cabin with my nephews and at a given time 6 or so devices drawing WiFi. At the time, our connection remained serviceable, so I appreciate being able to troubleshoot before our next stay. Efficiently and quickly checking conditions, closures, access, etc. is paramount during this pandemic and fire season. Delighted you enjoyed your stay and look forward to welcoming you as guests on more stable ground (steps ;-) )in the future. Take care, Erin