Lits king * Loft de luxe au centre-ville * Tout se fait à pied

Thank you for the review and feedback. I will provide more details on the check in instructions for those items. I will also visit with our housekeeper to see if she can leave more towels. I'm glad you enjoyed your stay!

I will have to respond to each point they make in their comments: 1) I responded within a few minutes when I was texted Sunday at 8:20 PM that there was a problem. I had a maintenance person stop by within the hour. When he realized it was a mechanical issue we dispatched a technician that night, Christmas weekend on a Sunday after hours, and he stayed until 12:30am trying to repair the unit. I offered to pay for them to stay at a local hotel for the night which they declined and said they always wanted to "camp" at RMNP. I made sure they had the natural gas fireplace and ovens on. 2) Technician ordered part Next Day Air so he would have it to install the next morning. Since we don't live locally, we had to try and arrange for someone to unlock the unit since the guests left for the day and didn't return until late at night. The technician waited for 2 hours at the unit trying to gain access. When the guest finally returned my call because they didn't have cell service in Denver, I was told having him return tomorrow would be fine. Another night of "camping" according to the text they sent. 3) At no point did we inquire to the cost, holiday/weekend/after hours rates for someone to come to fix this unit. We spared no expense and were in constant contact with our guests trying to resolve the issue. 4) As far as processing a refund. The damage deposit is an automated process. Our booking notice says that deposits will be refunded within 10 days of checkout. This deposit was refunded in 6 days automatically by VRBO. I did not process the refund until later not because it's "complicated", but because I did not have access to a computer to initiate the return which was done a few days later. They could have called or texted like they had done during their stay, but instead chose this forum to air their displeasure. We spent significantly more money than we received for this stay and did everything we could to address the issue promptly under the circumstances. It is apparently easier to slander someone via email than to pick up the phone and simply ask what is going on. I would have been happy to explain it them instead of having to check my email and respond to the horrible things they said about my character and integrity. I wish them well in their future stays