I’m sorry your stay was not an enjoyable one. I apologize for the disappointing experience you had during your visit. You deserve to get the best from your accommodation and my staff, and we failed to deliver the outstanding experience we promised.
I’d like to take a moment to respond to some of your concerns, item by item, in order to remedy some of your difficulties and identify some of the ways in which I can improve in the future.
I am sorry that my staff was rude to you. This is absolutely unacceptable, and I will deal with the issue personally. Your experience did not match the high levels of service and satisfaction we expect from our employees, and this failure will be addressed.
As part of your service issues, I wanted to mention the check-in process. We offer a 4 p.m. check-in time. If you were unable the check in at that time, it is part of a service failure, and will be investigated along with the previous point. Earlier arrivals are handled on a case-by-case basis, depending on the previous night’s departures, number of units to be cleaned, order of guest arrival, and other availability concerns. We try to accommodate requests for early check-in times where possible, but this is not guaranteed.
High-speed WiFi access is an important part of our modern life, and your connection issues have not gone unnoticed. The property’s homeowners association is currently in the process of updating the building’s WiFi access points. While this doesn’t remedy the fact that you had difficulty during your last stay, it will keep you—or anyone else—from experiencing this issue in the future.
This unit does utilize closet space for some of the utility equipment. Additional shelf and dresser space has been added to offset the loss of storage. While this has—historically—been sufficient for the needs of our guests, I’m sorry that it did not meet your needs during your stay. I will confer with the owner of the unit to see if there is more that can be done in terms of guest storage.
The thermostat, while not glamorous, is functional. It does actually trigger when the temperature dips below the selected level. This property does not offer air conditioning, however, due to the mild temperatures we experience all year. I have contacted the owner to suggest that they replace the thermostat with a newer, more sophisticated model, based on your feedback.
Director of Park City Operations