Lujosa Villa Los Cerrillos Hillside w / Vistas!

Monika, thank you for your review. This homeowner has asked us to pass along the following response: "Hacienda Dona Andrea, a large home and not a full-service hotel, was rented to your group of 12 adults and 7 children from 12/26/2018 to 12/30/2018. You started contacting our manager six days prior to check-in by texting or calling at least twice a day, every day, until you checked out asking about crock pots, firewood, locations of stores, the conditions of the road, etc. Every call and text was answered promptly despite the fact it was during the holidays. During your stay, Santa Fe and the Ortiz Mountains were hit with a historic snowstorm; this is only the second time in 20 years that that much snow has accumulated near the Hacienda. We do not have a snow plow, as it is unnecessary since four-wheel drive vehicles are adequate for driving these roads. Only state road crews plow the roads. Our team worked tirelessly for four days to locate a neighbor who could plow the long driveway. As this was an unprecedented snowstorm, there were many unforeseen circumstances such as trucks not starting due to the cold weather and plows being very busy. Keeping these circumstances in mind, it did take longer than anticipated to plow the driveway. Our maintenance worker who has a four-wheel drive vehicle was able to drive up the driveway prior to it being plowed. However, you insisted you could not drive on these roads with your four-wheel-drive vehicles unless the roads were plowed. The Hacienda does have massive 500-year-old mesquite doors from Puebla; and yes, they are winterized with heavy curtains and insulation every winter as they are beautiful but drafty. Warmth is more important, and the mountain views are still visible and stunning from the large upstairs windows of the 13,000 sq. ft. two-story Hacienda. We sent our maintenance worker to the property the whole time you were there to handle all of your demands. He would have been happy to supply you with more dishtowels had you asked him or the manager. It is unfortunate you were unable to make your ski reservations, however, we do not refund monies for snow events beyond our control." Best, the Hacienda Dona Andrea Team and the Evolve Team

Hi Jeffery, we're glad you enjoyed your stay here overall! We passed your feedback along to the homeowners, who were sorry to hear that their accommodations didn't meet your expectations. They would like to share this response: - To comply with our COVID-19 policies, we wanted to minimize exposure to both parties by allowing you to check in yourselves. Our property manager did call you in advance to make sure you had the door code and a contact phone number in case you had any questions. - The dishwasher is located in a separate room in the kitchen. There are explicit instructions for its use, which has never been a problem for other guests. - We do wish you had called us about the light switches; we would have been happy to help you find the ones you needed. - There is patio furniture on the other side of the wall of the courtyard. Getting a hold of your contact would have helped; however, we do understand your concern and will make a note to inform other guests to make it more clear. - We are sorry it did not meet your cleanliness expectations. We do pride ourselves on providing clean accommodations for guests and have never received a complaint before. - We truly regret that you encountered mice. Thank you for understanding that we are located in a remote area where this can happen and for informing us so that we could immediately address the issue. Again, this has never been a problem in the past, and we're sorry that you had to deal with this. - We do pride ourselves on providing clean, relaxing accommodations in a beautiful area at a reasonable price point. Our hacienda sleeps 32 guests in 9 bedrooms, so the price point is competitive with hotels in Santa Fe, but with more privacy and beautiful views. I would hope that if you were to stay with us again, or at any other vacation rental, that you would express any concerns or questions to your point-of-contact to ensure a better experience overall.