High Mountain Chateau

Thank you for your feedback. We are genuinely sorry the stay did not meet expectations, especially while traveling with an infant and young child. That said, many of the concerns raised could have been addressed more effectively had we been contacted directly during your stay. We are always available to resolve issues in real time, and raising concerns after departure does not give us the opportunity to correct them while you are in the home. Regarding the temperature, the cleaning team and handyman were sent to support promptly. The home has a dual thermostat system, and if the second-floor thermostat had been adjusted appropriately, the temperature could have been raised to 78 degrees. We also communicated that during single-digit outdoor temperatures, the supplemental space heater on the first floor would be necessary to assist the system. The brief return by the cleaning team was simply to ensure the home was fully prepared. We apologize if that felt disruptive. On the electrical concerns, the handyman assessed the situation and has since confirmed that all outlets that went out have been repaired and are fully operational. Running multiple high-wattage space heaters on the same circuit can cause temporary overloads. Regarding the TVs, we keep backup Fire Sticks available and would have gladly provided one if this had been mentioned during your stay. Occasionally, guests do leave with them, which is why we maintain spares. We work hard to maintain the property and respond quickly when notified. Direct communication during a stay allows us to deliver that level of service and make things right in the moment. We truly would have preferred the opportunity to do so for you and your family.