Hermoso refugio de montaña en Pinetop Lakeside

James, thanks so much for the kind words. We so appreciate repeat guests like you and are happy to help make each stay a great one!

Excellent guests. Very clean, great communicators and respectful! Would love to host again!

We are pleased that you had such a wonderful time! We hope we can accommodate you and your family again on your next vacation to the pines! We take each review to heart and appreciate the care you gave our home.

Hi, Vivian. Thanks for the review and the feedback. We always appreciate an opportunity to improve and will follow up with our cleaning staff. Happy to hear you had a wonderful stay.

While we are dismayed to hear this guest’s previous stay over a year ago did not meet their expectations, we were not notified of any issues upon checkin or after their stay, and they booked a stay again this fall. All smoke alarms and carbon monoxide detectors are installed and functioning. We just installed new carbon monoxide detectors which look like smoke detectors so I can understand the confusion there. Prescribed burns and animal activity are beyond our control but we recognize the impact they can have on the enjoyment of the outdoors. If we are aware of these potential impacts we share them with guests and also encourage guests to reach out during their stay and upon checkin with any concerns or issues. Prior to this stay we accommodated an early check in upon request and extended the payment deadline multiple times so it is disappointing to receive negative feedback after trying to accommodate every request we received. As evidenced by our overall ratings over ten years and previous reviews, we stand by our service, cleanliness and safety standards and look forward to hosting new guests in our wonderful mountain retreat!

Thanks so much for the review, Marisol. I appreciate the feedback and also how well you took care of our home. I want to respond to provide you with additional information and for future guests. Unlike a resort, we don’t have other rooms to put the next guest in or an army of cleaning staff at our disposal. We have accommodated late checkouts before when guests have reached out prior to checkout and we were able to coordinate with our cleaners ahead of time for no additional charge. Unfortunately, we were not contacted in advance by our guests and instead by our cleaners who drove by at 11am (checkout time) and the residence was still occupied. Their time is billable from checkout time until the clean finishes. The cleaning fee is based on the typical cleaning time for my cleaning crew of three. The additional hour kept them from starting their clean and they were on the clock since they were not aware of how long it would be until the residence was vacant. Their time waiting was compensated and represents the late checkout fee, which varies based on how late the checkout time is. We employ a local cleaning company who cleans multiple homes in the area and we value their time and enjoy supporting the local community. They rely on our time, schedule and communication as well. As always we advise guests to communicate any requests or needs in advance. As our review history shows, we pride ourselves on providing amazing vacation experiences.

We always appreciate feedback from our guests but would like to reply to this review directly. We do not have misleading information posted. Our listing has included reference to a community pool since we started hosting and anytime a guest has questions we let them know the rec center sets the rules, prices and policies for use. We were not contacted until the day of checkin with any questions about the pool and shared the current information, as well as offering other possible solutions to ensure the trip was still enjoyable. I would advise all future guests to raise any concerns prior to or during their stay so they can be addressed proactively. Our intent is that every guest leaves with a positive experience, as nearly all our reviews show. This is also evidenced by the number of repeat guests we host. An early checkin was also extended so we appreciate the positive comments about our communication and desire to accommodate our guests during their stay. Accommodations were also offered for issues incurred by this guest but were declined. If you would like to book please ask us any questions as we would love to share our beautiful family cabin with others! Additionally, the primary bedroom is a queen size bed and apologies the mattress was not to your desired softness.