True Luxury Lodge, Long Range Views, Hot Tub, WIFI, Pool Table Sleeps 16

Owner's Response: We regret that this guest left unhappy. We routinely maintain all appliances and equipment but occasionally items in the cabin are need of repair as in any home. In this case we contacted the appliance company the day the request was made to us by the guest, they came the next day and had to order a part which we promptly authorized them to order. The part arrived the following day and on day 4 the oven was back in proper working order. This gourmet double oven has a circulating fan which vents the oven while it works up until after it is turned off for about 15 minutes presumable to cool it down. This is a normal function according to GE-has never been a problem before for any guest so this surprised me. Once the oven was reported broken and the repair was scheduled we notified the guest that since the oven wasn't working we would be happy to give them all of their money back if they wanted to check out that day and refund them for the unused days as well as the day starting from when the repair occurred. They declined. I said if they leave no hard feeling and full refund but if they stayed then we would not be offering a refund after check out if they do indeed stay. They choose to stay. They did not ask for help looking for a comparable cabin which according to our rental agreement would be our responsibility to do if indeed they requested to move to another comparable cabin. After they checked out and returned home they demanded that we reimburse them for their meals since they needed to eat all meals out and wanted $500 in the form of a refund. This sort of repair is unplanned. We didn't know the oven wasn't working. It worked for the guest before with no problems so again we were surprised when they said it didn't work and followed the rental agreement's instructions by offering them a refund so they could relocate to a comparable cabin and they said no we would rather stay. We said if you choose to stay we won't do a refund just if you relocate and they wanted to stay. Our policy does not have a provision to stay and also get a refund. It is either or. The cabin is beautiful and VERY well maintained. We regret that the oven was damaged somehow and that a repair was needed.
As for the steep back yard this property is indeed on a mountain and the yard has some completely flat areas where several events even weddings have been held and also some slopes that are indeed steep. Again this is the mountains.