Timber Lodge- New Lake House near Cooperstown, NY

We are very shocked and disappointed to get a review that is less than five stars which has never happened before. We work extremely hard to make sure that our guest are happy when they stay in our home. What is most shocking is that prior to their stay we reached out to the guest and said “Please don’t hesitate to contact us if we can do anything to make your stay better.” Twice during the stay we reached out and said "Please let us know if we can do anything to make your stay more enjoyable.” The guests were provided with both my cell and my wife's cell phone number to contact us 24 hours a day if there was anything they needed. But unfortunately, we were not made aware of any issues. Simply put, we can only fix issues that we know about. To address their complaints; 1)The house has state of the art radiant heat in all of the floors. All the guest had to do was turn on the heat using the thermostat on the wall. The floors would’ve been toasty warm within 30 minutes. 2)The house has a water filtration system, and if we had only known about the smell, we could have with the push the button regenerated the water system, and it would’ve cleared the smell up instantaneously. We have never had this happen before, but could have been easily fixed with a push of a button. 3)The house is three stories. The first floor has double doors that walk out at ground level as well as 4’ x 6’ windows with panoramic views of the lake. These are not damp basement bedrooms. It’s just unfortunate that this party would leave a negative review after the fact but did not give us the opportunity to improve their saty. Once again, we will always strive to make every guess stay in our house a great experience.