Oasis Mountain Escape w/Pool & Hot Tub: Magnolia

Thank you for staying with us again. We truly appreciated welcoming you back for a second visit, and we were happy to accommodate changing your reservation dates when your work schedule changed. We were, however, genuinely disappointed to see a one-star then changing to a two star rating, particularly because we don't feel it reflects the entirety of your experience with us. You are absolutely correct that it was extremely hot during your stay. Tennessee was experiencing extreme summer temperatures during your August visit, nearing 100 degrees with a heat index around 110. Glamping is, by its nature, an outdoor experience, and during extreme heat, our largest canvas accommodation can be more challenging to cool than one of our smaller two-person glamping suites you had stayed in prior or a traditional building, even with air conditioning and two ceiling fans. When you messaged us Sunday evening around 6:00pm the night before departure and told us the suite was hot and that you were going to head home, we immediately responded and asked whether the air conditioning and both ceiling fans were working. You confirmed that they were, although the A/C was struggling to keep up with the extreme outdoor temperature; that you were heading home early, you then clarified that you had done everything you came to do and indicated to us that there wasn't an issue, Based on that conversation, we understood that you were letting us know about the heat, but that there wasn't a problem you wanted us to resolve. Had we understood otherwise, we would have had an additional air-conditioning unit available and would gladly have brought it to your suite. We can only respond to what is communicated to us, and based on your response, we believed everything was okay. We also want to clarify the comment regarding the pool. We proactively contacted you to let you know that its color might appear off due to a recent professional treatment and explained that it was safe for swimming. Its appearance was not the result of the pool being neglected or untreated, but rather the temporary result of an annual professional treatment performed specifically to help prevent microbial growth and maintain the health and cleanliness of the pool. As for the spiders, we are located on 20 acres surrounded by woods and nature. We certainly don't want spiders or other insects inside anyone's accommodations. We proactively spray for insects around our suites, the pool and we check each suite prior to every guest's arrival. However, in a true glamping environment, an occasional insect or spider can find its way inside before or during a stay. Throughout your visit, we tried to make your time with us special. Your suite was clean and prepared for your arrival, we left a welcome gift to celebrate your one year anniversary, brought you complimentary coffee each morning, checked in with you, and remained available if you needed anything. We also appreciate that you acknowledged in your review that your hosts were great. What we struggle with is the two-star rating. A two-star review communicates an experience that, in our opinion, simply doesn't reflect the entirety of what occurred during your stay or our property. We will never claim that every stay will be perfect, nor can we control Tennessee weather or every part of being surrounded by nature. What we can control is how we care for our guests. We can communicate, be responsive, offer solutions when we know they're needed, and do everything reasonably within our ability to make someone's stay comfortable, peaceful, and enjoyable. We truly wish you both well and appreciate that you chose to stay with us not once, but twice.