The Great Escape - come ski, hike, explore the lava tubes- your adventures await

This rental situation was unfortunate from the start. Our guests requested an early check-in, which we were able to provide (as we do whenever possible), yet inconsiderately they arrived much later at their convenience. Upon arrival, the guests called to state that the house had a chemical smell. We explained that the hot tub had been treated and the house had been cleaned & disinfected, as it is prior to each guest arrival. The guest then called right back to complain that there was no TV in the main part of the house. We gently told them that there were several other TVs, the largest in the media room. We explained that the main part of living space was to enjoy the magnificent view of the mountain. They strongly disagreed! The guests threatened to leave immediately and we agreed to refund them the remaining nights. The guests took the night to discuss and chose to stay, stating they would air out the house. Regrettably, later the next night the boiler system went out. The repair man was there first thing the next morning and immediately resolved the issue. Again, we generously offered to refund all but the one night, but they opted to stay. With over 175 “5”star reviews, it is apparent that we strive for excellence- this just happened to be an unpleasant situation.