Castle Glen Estates Mountain Retreat with Hot Tub & Game Room

This property maintains a 4.9-star rating across more than 250 reviews on multiple booking platforms, so we were surprised by this feedback. We accommodated this guest with an early check-in request several hours before our normal turnover schedule in an effort to help her get there and use the property at no extra cost to her free of charge. Many of the concerns raised are either inaccurate or related to factors outside of our control. The jacuzzi is fully operational and heats to 102 degrees. The sauna is not listed as a guest amenity and is reserved for owner use only due to liability reasons. As for the surrounding natural landscape, this is a mountain/desert environment, and occasional weeds or insects near exterior windows can occur despite regular maintenance and cleaning. We also worked with the guest throughout the stay and provided a discount in an effort to address her concerns. We encourage future guests to review our extensive history of positive reviews, which accurately reflects the experience the overwhelming majority of guests have at the property. Every once in a year we get someone like this and that’s fine.