The Fairway Villa at Boulder Canyon | Golf Package in Season | $100 Dining Card

Lorrie and Pedro, we are disappointed to read this review, as it does not reflect the communication documented throughout your reservation. Prior to arrival, complete check-in instructions were emailed as they are for all of our guests. When you had difficulty accessing the property on arrival night, Lorrie messaged us and we responded in real time. The issue was ultimately that you were attempting to enter the wrong unit. We directed you to Unit 4, and you successfully entered using your assigned code. After that, we received no complaints regarding the property or its cleanliness during your five-night stay. In fact, the day before checkout, Lorrie contacted us asking to extend the reservation for an additional night, which we unfortunately could not accommodate due to availability. The communication referenced in this review regarding unanswered calls occurred after checkout, when personal belongings had been left behind. Lorrie asked us to coordinate their retrieval with her local cousin, Susan. Our team did exactly that and communicated directly with Susan to arrange pickup. Because Susan was the person you designated to retrieve the belongings, we continued coordinating the pickup directly with her rather than providing duplicate updates to multiple people. We certainly understand wanting forgotten belongings returned quickly, but our team was actively working to facilitate their return while also assisting current guests and managing other properties. The items were successfully retrieved as arranged. We take communication and cleanliness seriously and always appreciate being given the opportunity to address concerns during a stay. Unfortunately, no cleanliness concerns were reported to us at any point during this reservation, so we were not given an opportunity to investigate or correct anything while you were at the property.