SC 5405: Modern Mountain Nest | Cozy Escape for Snowy Ski Days & Winter Nights

Despite our best efforts, and much to our disappointment, Migdalia was a guest who could not be pleased. She checked into our property and immediately started asking questions that let us know she hadn't read any if the useful information we sent her. She wasn't happy with how the room looked (suggesting everything was old and broken), even though everything in the unit was in good working order, and the pictures perfectly reflected what the room actually looks like. Early on her first morning with us, Migdalia demanded new pots and pans (though the ones we have are in good condition), more toilet paper (though each bathroom had three rolls), and outlet splitters so the six young children traveling with her could charge their iPhones. We had a team member there within 20 minutes with everything but the new pots and pans, and we offered to bring those later that day once we went out to buy them, but Migdalia had already made her mind up that she was not going to enjoy her vacation regardless of any efforts we might take to meet here needs. If a guest has her heart set on not enjoying herself, no amount of responsiveness, courtesy, and professionalism will be able to change that, and Migdalia's stay with us was one of these rare but unfortunately unavoidable situations where nothing can be done to change that.

I was as surprised and disappointed that the housekeepers failed to clean the area in front of the fireplace, then left a cleaning washcloth in the bathroom. But I sent them back up immediately upon learning of this, even though it was after 9:00 PM. There was no mention of uncleanliness beyond that. The hot water holds 80 gallons and is turned to a standard temperature, so I'm not sure what happened with that. But I did send someone by on the morning after the Guest arrived late, and I never heard back from the Guest, so I assumed the issue was resolved. I'm committed to promptly attending to the needs of my Guests, but I can only fix the issues I know about. I'm really surprised the Guest implied the property has dated furniture, since this could not be further from the truth, as anyone can see on the virtual walkthrough I provide for my Guests at https://my.matterport.com/show/?m=C2z9QAiqAZU.