SKI-IN SKI-OUT、2-HDゲームシアター、3-HOT TUBS、サウナ、Limo GolfCart、Ski Slope View

Thank you for your feedback, Tami. I appreciated having the opportunity to connect with you after your stay and review your experience and suggestions in more detail. I’m very glad to hear that overall you enjoyed your stay at Himmlischer Chateau. I also appreciated the chance to clarify some of the house policies together following check-out. We do allow guests to use the teppanyaki-style griddle; we simply ask that those using it are familiar with griddle cooking and comfortable operating a high-heat cooking surface safely. Similarly, we do allow guests to use the wood-burning fireplace, but we ask that guests review operation with us first so we can ensure it is used safely and properly. Had we been contacted during your stay, we absolutely would have been happy to provide access and walk through both features with you. We understand how some of these guidelines may have initially felt restrictive, and your feedback was very helpful in showing us where we can continue improving communication prior to guest arrival so expectations are clearer. Thank you again for your stay and for taking the time to speak with me afterward. I truly enjoyed connecting with you and appreciate the thoughtful feedback you shared.

Hi Dominic, Thank you for taking the time to review our property. We are so glad you enjoyed your stay and we hope to have the opportunity to host you again!

Hi Angela, Thank you so much for staying with us, we are so glad your group had an amazing stay. We strive to deliver everything we promise. We hope you enjoyed the layout of the property. The kitchen, living, and main congregating areas were intentionally put on the third floor to maximize views, as we found that this is the space most adults congregate in in the home! This way you can have the best views while enjoying our most popular amenities in the best room in the house! We hope to have you back soon!

Hi Ralph, We are so glad you enjoyed your trip to Himmlischer Chateau! Our Lakeview Lux & Aurora Point locations are almost identical, but offer a change in location and a few extra bed rooms. Just something to keep in mind for the future!

Thank you for your valuable feedback Cherri. We are very pleased that you enjoyed the home, its views, and the overall experience with your group. We are actively working to improve both the physical aspects of the home and the clarity of our pre-arrival communication to ensure guests are fully prepared. We truly appreciate your feedback and hope to provide an even better experience in the future.

Thank you, Rachel, for your thoughtful review. We’re very glad to hear that overall you had a great stay and enjoyed the home for your group retreat. We appreciate your feedback regarding the golf cart. At the time of your stay, we provided an initial fuel can for guest use, and we would have been more than happy to provide additional fuel once it was depleted had we known it was needed. We always encourage guests to reach out during their stay so we can assist quickly and help keep everything running smoothly. Since your visit, updated community regulations no longer allow guest golf cart use, which has eliminated similar situations moving forward. Regarding dishware, we do stock the home to accommodate groups of up to 16 guests, but we understand that larger groups and multiple meals can sometimes require additional items throughout a stay. We also maintain a hospitality closet with extra kitchen and household supplies, and we would have been happy to provide additional dishes or serving items had we been contacted during your stay. Thank you again for your feedback and for choosing Himmlischer Chateau. We truly appreciate your stay and the opportunity to continue improving the guest experience.

Hi Katelyn, Thanks so much for your informative review! We hope to have the opportunity to host you again in the future!

Hi Kirk, We are so glad you had a great Christmas at Himmlischer Chateau! It was also great talking to you after you checked out. We understand you have a few rental properties and appreciate the time you took to review our property. Customer service is very important to us, and providing an unforgettably positive vacation experience for our customers is why we got into this business in the first place. We have quality control checks for each change over, and company wide quality control checks every quarter with our entire staff. We go to great lengths to try to ensure that everything is in pristine working condition for our guests. We do our best to address any amenity issues as quickly as we can if something happens to break or is missed beyond our control! We wish you had reached out during your stay so we would have had an opportunity to address the surround sound. At Himmlischer Chateau, we use a stereo receiver 6.1 surround sound system for optimal listening experience, and if you had not selected the proper listening setting for a movie or cinema, it may have been set to the incorrect listening experience, such as music or vice versa. We would have been happy to explain this over the phone or send our Property Manager to recalibrate it for you and we also could have directed you to the house manual explaining this. We also appreciate your feedback on the bathroom layout, bed sizes available and dining room table size. We encourage our customers to view our extremely detailed floor plans, which include these bed sizes and dining room table sizes, on our website ahead of time so that they have a better idea of what to expect before arriving. We will review your feedback, along with the feedback of other groups and address if necessary. We also appreciate your feedback on the dining table. As I mentioned on our call, the dining layout was designed to allow the adults to all sit at the large table and for the children to sit around the island, where everyone has their own space, but still feels like they are together. We have found that most groups enjoy having this set up, but we do understand it was Christmas and you wanted your entire group to be able to sit together. As explained we do go through great lengths to make sure the floor plans depict exact measurements and layouts of the furniture and the room to ensure this will meet the expectations of our guests.

Hi Michael, Thank you so much for taking the time to write a review. Our guests satisfaction is extremely important to us. We are so glad we were able to deliver everything that we advertised to your group. We did recently replace the bubble hockey with a shuffle board table due to guest demand and we made sure to update our listing for that. We did have a look at the pool table pockets thanks to your feedback and made sure to address any issues with them. Regarding the Griddle, it is a great feature and we wish your group was able to enjoy it. We understand your group did not use it but cleaning the griddle is easy if the instructions are followed. We do oil the griddle between stays to prevent the griddle from oxidizing so we only ask that groups using it oil it as best as possible after use. We understand the inconvenience of having many stairs in the property for elderly individuals so we apologize for any inconvenience that has caused. We have done our best to keep accurate floor plans on our website and listing to that groups can make the best informed decisions for their group. Thanks again and we do hope you can visit any of our properties again in the future. It was very nice hosting you.

Hi Steve, Thank you so much for taking the time to write a review. Our guests satisfaction is extremely important to us. We are glad your trip to the mountain offered you the opportunity to disconnect and relax. We’re also glad you enjoyed the pool table and our signature projection screens and electronics. Unfortunately it seems like some items in the house were not up to your satisfaction given this review. At all of our property locations including the Himmlischer Chateau, we have quarterly checks at the property to deliver our 100% company goal “To always provide a sparkling clean house, clear hot tub water, properly adjusted electronics and make repairs made rapidly so guests can enjoy the features that we advertise, promote and promise.” These meetings have our operations managers, local managers and cleaners present to inspect the house with a fine tooth comb. To provide a flawless vacation is the reason we got in to designing these homes in the first place, and we take all customer reviews very seriously so that we can continue to provide a better product to future guests and deliver on all of our promises. Our quality control meetings inspect all conditions of amenities in the house, cleaning conditions inspections with a white glove and flashlight, as well as general home and furniture inspections to make sure things are up to our standards. Unfortunately we didn’t receive notice of your feedback, or any communication from you while you and your group were in the Chateau staying with us. We would have loved the opportunity to inspect, verify, and address any of your mentioned issues had we been able to, while you were staying with us. We also tried to reach you multiple times after receiving your feedback to better understand what we could have done to make your stay more enjoyable and unfortunately have not received a return call yet. We did review your feedback in depth and although we did not find any particular evidence of the conditions you mentioned in the home but we did not discount your feedback. We did double the size of our cleaning staff for the subsequent cleaning to be absolutely sure that nothing could have been missed, and scheduled another furniture inspection to be sure no guest would encounter any future issue. We apologize that you found the remote location of the chateau inconvenient. Many of our guests enjoy the location for the mountain feel to get away with their families while still having stores and amenities within a drivable distance compared to other very remote ski and cabin locations in the US. Normally we receive this as a positive feedback from our guests! We do keep our website updated with the location and all relevant information so that our guests can plan ahead and bring everything they will need to relax and enjoy the tranquility that our remote location offers. We do encourage all of our guests to research the area in advance to maximize their vacations by knowing the great amenities in the area and the distances from the Chateau. Thanks again for your feedback and we do hope you can visit one of our properties again in the future. It was very nice hosting you and we would love to hear more from you as we have tried to reach out several times.

Dear Phylis, Customer satisfaction is our number one goal and we take great care to make sure that all of our customer concerns are heard and addressed with top priority. We are sorry that your experience with the manager was less than you expected. The reason your emails were not returned was because your emails were sent to a do-not-reply type system generated email address. We have worked to now forward those to our personal accounts so this issue will not happen again. Thank you for pointing out the items that needed repair or that were not working properly. We have since replaced the couch with a high quality commercial leather couch. We also replaced several beds, mattresses and box springs and are currently replacing the carpet in much of the Chateau. We have also revisited any signage on the property. Some signs are necessary for the safety of the guests or so guests can properly use the amenities. We removed several of the signs and are instead addressing items in a new video that explains how everything works at the Chateau. We appreciate your candid feedback and have taken actions to address these items. As you can see from reviews since your stay in August 15, we continue to get five star reviews from satisfied guests.