Private 4BR Family Friendly Mountain Cabin w/ Hot Tub, Multiple deck & Game Room

Dear Mary, I am so genuinely sorry and deeply disappointed to read your review. There is absolutely no excuse for the unacceptable condition of the cabin during your stay, and I sincerely apologize that your experience was so disappointing and not worth the money you spent. While I appreciate you noting the pleasant upstairs area, the issues you described downstairs—particularly those related to health and hygiene—are critical failures that we are addressing with immediate urgency. Immediate Action on Health and Safety Mold and Water Seepage: These are our top priority. We arranged a professional remediation service to clean and remove the mold but they found it was NOT mold. The black dots are small mildew spots growing from water and have been cleaned up. For the water seepage and dampness in the downstairs area, we are dispatching a building inspector and contractor to diagnose and permanently fix the structural or drainage issue causing this problem. We understand that this is a health concern, and we will ensure the area is safe and dry. Cleanliness: I apologize for the oversight of the dirty towel on the balcony and the trash strung out at the back of the cabin. Our cleaning and maintenance crew have been notified, and we have immediately cleared all external trash. We are implementing new arrival inspection checklists to prevent these basic oversights. Pool Access and Communication We sincerely apologize for the lack of clear instruction regarding the pool key card. This caused you inconvenience, and we regret you couldn't enjoy the amenity. We have immediately updated our official guidebook and pre-arrival communications to explicitly state that a key card is required for pool access and to provide clear instructions on its location in the cabin. Commitment and Resolution Thank you for your candid feedback; it has highlighted serious maintenance and procedural issues that demand our immediate attention. We are committed to ensuring future guests do not face these problems. We truly hope to regain your confidence, though we understand your disappointment. Best regards, Mitesh

Dear Craig, I am profoundly sorry for the unbelievably frustrating and unacceptable experience you and your family had during your stay. There is absolutely no excuse for the list of failures you described, from cleanliness and maintenance to the poor communication. Your 1-star rating and the conclusion of your review are entirely justified, and I sincerely apologize for how badly we let you down. I want to personally confirm that we are taking immediate, decisive action to correct every issue you raised. Regarding Maintenance and Safety Broken Bed Frame: It is unacceptable that your brother and his wife had to sleep on a mattress on the floor, and that my previous communication minimized the severity of this issue. I am truly sorry. That bed has been immediately removed and replaced with an entirely new, sturdy bed frame and mattress. Broken Couch: The main living room couch is also being reviewed and fixed.  Hot Tub: The discovery of a non-working hot tub with a missing filter cap is a serious safety and hygiene hazard. We have engaged a professional hot tub service company to perform a complete drain, sanitize, filter replacement, and system repair. We instruct our cleaners to completely drain, clean and refill the hot tub after every check out.  Regarding Cleanliness and Amenities Grill Miscommunication: I sincerely apologize for the confusing, late, and contradictory information about the grill. We regret that this forced you to waste money on charcoal and change your dinner plans. The grill was available and working at the property. My automated check-in message was outdated and has been updated.  Filthy Conditions: Your description of 50 dead bugs in the chandelier, trash outside, and filthy hot tub cushions is appalling. The cleaning team responsible for this oversight has been let go, and we are working with a new crew that specializes in deep-cleaning and high-level inspections. The cabin is undergoing a top-to-bottom deep clean, including fixtures and outdoor areas. Moldy Food: We are investigating how moldy food was left in the cabinet and have instituted a strict policy requiring a full pantry clear-out between every stay. Regarding Access and Policies Driveway: I acknowledge that the driveway is a serious access obstacle. As viewed in the pictures and mentioned in the communications after booking, the driveway is steep and a AWD vehicle is recommended. Curfew and Check-out: The guidebook delivered to you at booking mentioned the check-in and check-out times. All essential cabin rules and information like the driveway are mentioned/pictured in the guidebook so you can easily plan your trip. I recommend reading the guidebook before your next stay.  Resolution I hope you will accept my deepest apologies. Your feedback, while difficult to read, was necessary to expose these critical flaws, and we are committed to making this cabin a safe, clean, and well-managed property. Sincerely, Mitesh