Avis Luxury Cedar Log Home Near: Suncadia / Roslyn / Cle Elum, Washington

Thank you for reviewing our Lodge. I’ll pass on your kind comments to our housekeeping manager who’s been with us for 9 years. The team works hard so that all guests can have a great start to their vacation. You and your family are certainly welcomed back it was fun helping you with your vacation at Alpine Lodge. Thank you, MCA

We so enjoyed getting to know you and assist you and your family with your one week vacation at Alpine Lodge. So nice to hear that you all had so much fun. Look forward to welcoming you back when it’s time for another trip to the Northwest. :-) Thank you for the nice review. MCA

Thank you for the wonderful review. We do our best to accommodate and are so pleased to hear you and all your guests enjoyed your stay and wintertime in the mountains. We look forward to seeing you back again in the future. Thanks again for booking Alpine Lodge you’re always welcome back. MCA

First and foremost, we are very sorry you did not enjoy your stay and we thank you for your feedback. Please know that we are a 5-star rated property since inception with VRBO and have maintained premiere partner status with VRBO since inception of their Premier program. Our professional housekeeping service that we have had for 8 years do their absolute best to provide extremely high standards for all guests. We are sorry you felt they did not clean to your expectations. I did talk to our housekeeping manager about all your concerns as we take housekeeping and maintenance very seriously. Please know that our professional housekeeping team was at the Lodge all morning on your arrival day doing their best to provide an early check in and readying the Lodge for your stay. I have forwarded your comments on to them so that they can inform their team that for your arrival you felt it was not at your standards. Housekeeping certainly would have returned to the Lodge if only you would have told us shortly after checking in early around 2-2:30pm hour that you wanted more cleaning done so that we could meet your expectations, but we received no call or update until late morning next day. We always want to meet or exceed service standards. Our manager of housekeeping always leaves her business card on the bar countertop just in case guests need anything. We also provide contact information in all our pre arrival letters and within our Welcome Packet that helps better prepare our guests for their stay before arrival. Housekeeping would have been very happy to return as we have high standards and will never abandon our guests. I wish we could have met your expectations just as we did for our VRBO Guests that checked out one day before your arrival who also reviewed our property and gave us a wonderful 5-star review and said all 14 of them look forward to returning next year. Whilst we cannot control the mountain conditions, we do apologize that the weather conditions outside of our control moved in the day(s) before your arrival causing icy conditions all over our region. The unseasonable warming weather pattern coupled with freezing rain before your arrival and then followed by an extremely cold weather pattern caused the icy conditions. Even though we did our best to provide access up our not so steep driveway, we can only do so much with what mother nature throws at us in winter and inform guests accordingly. Whilst your 4x4 made it to the top of our driveway, I'm sorry the van could not and that it had to be parked at the bottom of the driveway. As we do not have bushes on the low side of the driveway, I am unsure what your driver may have hit on the way out. There is a log arch that could be hit that we are now thinking of removing but we really do not have bushes and most of the driveway is flat except the small grade as you leave the road and come up the wide entrance of the driveway to our Lodge. Please also know that Housekeeping and maintenance did have the driveway clear for access otherwise your 4x4 would not have been able to make it to the top. Despite our best maintenance efforts to add more traction to the driveway from deicer (extra bags in the garage supplied for guest to also use as needed), add more gravel and even offering to bring in more the following day we understand from your call to me that you felt it best to return home early and that you wanted to leave. It’s also important to know that the reason the roads leading to our lodge in our development are always in better condition than owner driveways is that they are fully exposed to sunlight all day long which helps keep them clear. The shady parts of the road however will have some ice on them which is unavoidable much like driveways that do not get all day sun. Housekeeping also informed me that they did not walk up the driveway as you may have thought, the footprints were that of other guests the day before your arrival most likely from kids playing in the snow or coming back from a winter walk inside our beautiful private development. Housekeeping also informed me that they drove up the driveway with no problems the morning of your arrival in a front wheel drive Subaru whereby they carried in fresh linens laundered off site to make up the beds and put towels in the bathrooms as they do on the morning of all guest arrivals. We very much thank you for your review and again we are sincerely sorry we could not provide the experience to your family that so many other Guests have enjoyed. We respect the fact that you wanted to depart early rather than our team coming up immediately to address any of the concerns you had. We value and appreciate all feedback and promise to work and always improve upon our guest experience. Thank you, MCA