Bienvenue au Chalet Getaway dans le Hideout !

We’re sorry that the home was not the right fit for your family, but we would like to clarify several points for future guests. The listing clearly discloses the home’s cooling system, which includes one large split system as well as several portable A/C units throughout the home. These are full-size portable air-conditioning units and are certainly not “cheap” units. One of the portable units stopped operating because its small internal water reservoir needed to be emptied, which is a normal function of this type of A/C during periods of high humidity. You also reported that the larger A/C unit was not working; however, when it was checked, the issue was simply that the unit had not been turned on. Regarding the odor mentioned in the review, this home has a wood-burning fireplace, so, as with many homes featuring a real wood-burning fireplace, there can occasionally be a slight residual fireplace/wood-smoke scent. The carpeting was also professionally cleaned recently, and we have found no evidence of mildew or an ongoing mildew odor in the home. A large dehumidifier runs continuously specifically to control moisture and humidity. It is also worth noting that the area experienced approximately a week of torrential rain immediately before your stay. The home is located in a heavily wooded Pocono setting, and during prolonged periods of rain and extremely high humidity, outdoor moisture and earthy odors can temporarily enter through portable A/C units and other openings. We take legitimate concerns regarding our properties seriously, but we also believe it is important that reviews accurately reflect both the property and what occurred during a stay. For travelers who are particularly sensitive to humidity, fireplace odors, or the characteristics that naturally come with a heavily wooded mountain environment, a property with central air conditioning and without a wood-burning fireplace may simply be a better fit.

Thank you for taking the time to leave your feedback. I am genuinely concerned that at no point during your stay did you contact us regarding any of these issues. Communication is one of the most important parts of the host-guest relationship because it gives us the opportunity to address concerns immediately rather than learning about them after your departure in a public review. Regarding the temperature in the home, there is a large mini-split air conditioning unit in the living room that is specifically designed to cool the entire first floor as well as the loft area. I'm not sure why it was not utilized during your stay or why you did not let us know that you were experiencing difficulty. Had you contacted us, we would have gladly walked you through its operation or sent someone over if there had been an issue. As for the cleanliness concerns, we perform detailed quality control inspections immediately prior to each guest's arrival. During these inspections, we take GPS-, date-, and time-stamped photographs throughout the home, including detailed photos of bathrooms, light fixtures, corners, walls, and other areas. These records confirmed that the home was in immaculate condition before your arrival. With respect to the mildew odor, our cleaning staff is very attentive to any unusual smells and would have alerted us had there been a concern. That said, odors can sometimes be subjective and vary from person to person. If you had contacted us, we could have investigated immediately. In many cases, something as simple as a dehumidifier needing to be emptied or serviced can be quickly resolved. Regarding the window coverings, we appreciate your suggestions. We continually evaluate guest feedback when owners are considering future improvements to their homes. We strive to provide every guest with a five-star experience, but we can only resolve concerns that are brought to our attention while guests are still in the home. We hope you'll keep that in mind during your future travels, as most hosts are eager to address issues as they arise and ensure their guests have the best stay possible.