Steps to Beach | Deck | Community Pool & More

Thank you for staying with us and sharing your experience, Jason. We're glad you appreciated the convenient location, but we're truly sorry that the home's condition and overall comfort fell short of your expectations. Arriving to damp bedding and finding a mattress in poor condition is certainly not the experience we want for our guests. We also understand your concerns regarding the property's upkeep, lighting, and bathroom fixtures. We're following up with our housekeeping and maintenance teams to address the issues you mentioned, with particular attention to the bedding, electrical outlets, and overall property condition. We also appreciate your comments about the listing photos and will review them to ensure they accurately represent the home. Your feedback helps us identify where improvements are needed, and we appreciate the opportunity to address these concerns for future guests.

Every guest deserves to feel comfortable, respected, and at ease throughout their stay. Respecting our guests' privacy is one of our highest priorities, and we continue refining our procedures to ensure every guest can enjoy their vacation with confidence from arrival to departure. Thank you for choosing to stay with us, and we appreciate the opportunity to continue raising the standard of every stay.

Thank you for your feedback, Shauna. We did send maintenance out on two separate occasions to assist with the reported issue; however, on both visits our technician was not granted access to the home and was therefore unable to complete the work. We are always willing to help resolve concerns as quickly as possible, but access is required for our team to do so. You also sent one photo showing an ant in the home. No additional pest concerns were reported at that time. Regarding the fireplace, it was not reported as not working; rather, you inquired whether it was operational, and our team responded with instructions on how to use it. Additionally, please note that the property is located in town, and some noise from the main road is to be expected based on the home’s location. During our communication, you did not request to move to another property, just multiple complaints without allowing our team to resolve them. The request made was for compensation and a late checkout. Unfortunately, we were unable to accommodate a late checkout due to other guests arriving the same day. We appreciate you taking the time to share your experience and are always open to addressing concerns when they are communicated and access is provided.

Thank you for staying with us! We appreciate the 5-star rating and hope to welcome you back for another Tahoe getaway.