Customer Service # 1-Village 1BR, villaggio, posizione perfetta, condomini multipli

This guest has some valid points if there were not extenuating circumstances. I would have liked to explain the situation in the building to him however he never contacted me at any time throughout his stay to let me know of any of the issues he brought up. There was an extreme cold air mass that came through a couple days prior to his arrival. Mountain Lodge had several water issues with many lines bursting. At one point over half of the 200+ rooms were without water. The staff worked many extra hours to get guests in and out but the lack of water made it tough. That would explain the "understaffed and overworked" comments by this guest, as well as the "trash...overflowing" . Not sure why this guest did not ask for the wash cloths or pillow cases as the front desk could have assisted. I have a note in the kitchen advising to contact me or the front desk. Regarding the "floor stain" in the bathroom, the flooring was put down in Nov 21 and water got underneath it as they put the toilet back in place. So yes it is there but the flooring is almost new. I also installed high quality new carpet as well. The room was painted this past fall. Regarding the outdated property...if this guest required granite countertops and stainless steel appliances, this is not your condo and it is priced accordingly. I offer a clean place with modest furnishings. The building has new siding, new balconies, and is in the process of getting a face-lift on the inside. In all close to $20 MM will be spent. So, you can be the judge if this guest's comments are valid or not.

Regarding review 16534139, As the owner, I would like to respond to some of the comments made by this renter. I am glad the unit was clean and as pictured as I pride myself in keeping it up to date. For me it is convenient to the slopes...and yes there are 2 flights of steps as this is a 3rd floor condo. I have 2 condos on the first floor if you do not want to climb steps. As for the bed, the mattress is a semi-firm mattress. Everyone has different sleeping requirements regarding mattress firmness and this renter obviously likes a less firm feel so there is nothing I can do about this condition. I do take offense to the comments about no kitchen basics. There is ample cooking utensils, silverware, knives, and cookware. On top of the frig there is a drawer with all sizes of knives, cooking utensils, etc. This renter must have not looked there prior to going and purchasing a knife. I was just up there yesterday and confirmed this. I also do not agree that this renter should have been caught off guard with the other things that were "expected". My rental contract #11 specifically states what types of things are provided in the rental of the condo. Had they read it there would not have been this misunderstanding. Lastly I would state that this renter never called me or asked any questions prior to their say. I state several times in all my correspondence to call or email me if you have any questions. I gladly provide condo details, details about the area, how to ski the mountain, and anything else I may know.

Normally, I just let these reviews go by without responding, but in this case I feel like I need to defend myself and this condo from what Mr Rising is stating. First for the room outdated part...Mountain Lodge is a 40 year old facility. There is only so much that can be done in a place like this. The building is in the middle of a multi-million dollar renovation to the siding and decks which will be nice, and there will be changes on the inside as well - this is being worked on during Summer months. As for this condo, it does not have stainless steel appliances or a granite countertop but what is in there works. There was a fresh coat of paint put on the wall, the oak cased good furniture is solid/timeless. The TV is updated, etc. Sure it is not a king's castle, but it is a clean rental condo in a 40 year old building. I will look into the blackout curtains, but the staff is supposed to turn down those lights in the evenings after 10PM. As for the fireplace and hot tub, I believe Mr Rising did not read though my description or the additional information I provided to him prior to check in. It states in multiple places the the Split Rocks Pool complex is a pay per day facility and I state there is a large fireplace in the lobby area. I have been doing this since 2006 and seen many reviews and while I will take the blackout curtains as a suggestion for the future, I feel that this particular review is an unfair description of the property.