5 bedroom Oasis in the heart of Fairmont Hot Springs

Thank you for the very kind review. We love our home and location as well! We are so happy to hear our place was one of your favourites. We really do try to provide those little extras that families typically need when travelling. It is always nice when it’s appreciated. We hope you choose to stay with us in the future. Thank you again.

First, and most important we are truly sorry the guests stay was not as expected. We take pride in our home and want every guest to have a 5-star experience. We have rented the home for almost a year now on two different sites with 26 reviews in total and have a 4.92 and 5-star rating before this review. Sadly, for all involved this is our first negative guest experience and review. My intent of this response is to show we have learned from the criticism and share changes made. Apologize where appropriate and defend where I think the judgements are unfair. 1. I apologize for not adding the air conditioning details to the listing. This was not on purpose but simply an oversite in writing the details. It has now been corrected and I can see where that would be disappointing if you were expecting central air. We did provide fans for the upstairs bedrooms as the downstairs is cooler. I did however purchase more fans a week after this guest stay. This was done prior reading this review. The guest did not express this dissatisfaction during her stay. Had this issue been brought to my attention I would have had the cleaning lady purchase more fans for them. I'm in no way blaming the guest for not saying anything but to be fair we were not given the opportunity to help correct the issue. 2. We are truly sorry that a few items were missed with the cleaning ( microwave, sink tap, and ledge ) As mentioned during their stay our regular cleaner was on holidays and we hired someone who needed to raise some funds for her mission's trip to South Africa. In helping her we hired someone who was not a regular cleaner and as a result those 3 items were missed. I sincerely apologized and as mentioned refunded 1/2 the cleaning fee. The 5 or so minutes it would take to clean those items was not worth sending a cleaner back in but felt they did deserve some compensation for the home not being as clean as rightfully expected. This is the first time we have had a cleaning complaint and the first we have refunded. We were given the opportunity to compensate and did so. 3. The comment that the dining table only seats 6 and living room 5 is inaccurate. The dining table does seat 8 comfortably or 10 being closer together. Table comes with 6 chairs. A 2 seater bench in the entrance way that guests can pull over and an extra dining table chair is beside the bar cart which is beside the table. We also provide a smaller rolling chair that we keep in a closet if needed. Using all seating you can seat 10. Living room does seat 3 on the couch, one in a living room chair, a second oversized chair. There is also a round throw pouf. We have an open concept were moving the dining chairs over if needed is simple. This is the first time a guest has expressed a concern about not having enough room to sit. Here are some quotes from other guest's reviews "We loved our stay. The place was very clean, large, tastefully decorated and had all the amenities you would need. Perfect for a large family or group" Part of another guest review regarding this concern "Looking for a place to host your large family? This is it!" 4. Sometimes things happen in a home that are unfortunate and unexpected. The railing coming off was that kind of situation. I messaged and called the guest to find a solution after receiving her message. This was a Saturday. I explained I too was on Holidays ( a flight away ) but could be there on Tuesday to fix. Or instead of interrupting their holiday we could wait till Thursday to fix as this is when they were checking out. She said she would ask the family which they preffered and get back to me. She did not indicate on the Saturday that it was a must fix from her perspective. There is a wall on both sides of the staircase. Although not ideal to have a broken railing was also not a huge falling risk with the walls on either side to place hands on when going down the stairs. She called me back the next day saying a relative was coming who was 70 and they needed it fixed. I then contacted our contractor on a Sunday, and he came the next morning ( if anyone knows the valley and the back log with contractors, they know that it is not easy to get a contractor to answer their phone on a Sunday, never mind get out to a home the next day. I realize that is not the guest's problem but at the same time I hope they can understand and appreciate we did our best. Had the guest said on Saturday they needed it fixed I would have called the Contractor that day. I still think they would have come on Monday. 5. Ants. This was the first-time guests have complained about ants. We stayed for 3 nights the week before and saw 2 ants, so being proactive purchased traps. Put a few out and put the rest in the cupboard. When the guest said she had to buy traps I explained we already had some but offered to pay for the ones she purchased. She declined. No guest has mentioned ants being a problem before her stay, no guests have complained after her stay ( 6 groups have stayed since this guest ) We are a home surrounded by nature and trees. You may find an ant, spider, mosquito, but it is my honest belief you would find that in any home in Fairmont. 6 Beds. I don't understand this complaint as the beds are less than a year old. If I could post a photo here I would. The King Bed upstairs is a high-end beauty rest with no divots in the mattress. There are however definite divots in the duvet cover so perhaps this is what the guest saw. Happy to send any potential guest a photo of the mattress. Here are a few comments other guests have left about the beds. " A lovely stay in a gorgeous area. We had 10 adults and 4 young children, and everyone was comfortable and enjoyed a great family vacation together. The listening was just as described, and the beds were comfortable." Another guest said " We had a wonderful 3 night stay with some friends. The place was very clean and the beds/bedding super comfy." 7 Play area. As shown in our photos our yard is for the most part natural nature. No grass area. There are paths, and rocks and a pond. In our part of town, we are not allowed to build a fence so any grassy or yard like ours is free for bears and other wildlife to roam. We do have a gated deck which is safe for children. There is a park walking distance away. Other guests have asked us about this, and we directed them. These guests did not ask. This is unfortunate. We are going to add this information to our information guest book, so this is not missed going forward. I truly am sorry that this guest felt underwhelmed about our home and their stay. We take a lot of pride in our home and the experience we provide our guests. This is another review from a previous guest. "Tara was very responsive and polite. This is one of the best homes I have stayed in. It was clean, spacious, beautifully decorated, and well stocked. Definitely a 5 star stay." Here is another " Taras's stay was amazing. Our group was thoroughly impressed with the amenities provided to us within the home and enjoyed the ambiance very much. Would definitely stay again." Another guest's experience " Fantastic place. We stayed with a party of 8. 4 adults, 4 children and the house worked very well for us with the 2 levels. Kitchen is well stocked, and appliances are all very nice. Well decorated with nice bedrooms and comfortable beds." As a result of this review positive changes have been made ensure future guests are happy 1. This was already done before review, but fans are now in every room. By next summer ceiling fans will be in upstairs bedrooms as well. 2. Playground info will be added to information binder 3. We will only use another full time cleaner when ours is on holidays. 4. Ad has been updated to show AC is portable and not central. I do appreciate the positive comments in this review. They were nice to see from a guest that was disappointed. Thank you. Even though I knew this guest was unhappy I gave them a 5-star rating. I thought they had expressed all their concerns and gave me a chance to correct. I believed they had communicated well and respected our home. I was surprised to read they had several further complaints, some not even factual (no playground as an example) in a review that will most likely hurt our small business. We rely on good communication with our guests as they rely on hosts for the same. This has been a learning experience and I do hope our home will be that much better because of it. If any future guests have any questions before booking, please do not hesitate to ask. I am happy to answer.