Hi Amy, we are so pleased that you enjoyed your stay. The Gondola does run when most people are up and out of their room and you are correct you cannot hear it when the sliding door is closed

Mariko, thank you for your review regarding your stay and we are sorry that you were unhappy. What you were not aware of, is that this studio had to be cleaned 2 times after the previous stay as it was left in a very dirty condition. Because of this, the room was thoroughly cleaned and inspected prior to your stay. There were no large mounds of hair in the shower prior to your arrival. This was reported to us the following evening 24 hours after your arrival and as the photo's you sent showed, the shower floor was wet and had been used by you and your guest. We offered for a housekeeper to come and thoroughly clean the shower for you, you refused the cleaning & asked that the hair be removed. I came the following morning to take the hair out of the shower as requested, it was noted that the hair was the same color as the guests staying in the room as we had to wait for you to exit in order to do this. The garbage on the deck as you mentioned to us was covered in frozen snow and ice and this thawed during your stay revealing the garbage underneath which had been there since the previous guest left. We were not aware that this was under the snow and therefore would not be able to see it as you were unable to when you first arrived. We have been managing rooms at the hotel for over 10 years and have many happy repeat customers.

The guests were working with a property management rental company not the hotel concierge. There were two completely different names associated with this reservation on VRBO and we were making sure that the rental agreement had been signed & the reservation had been made with the hotel so that the guest did not show up to the Front Desk and not be able to check-in. We contacted security about the safe as soon as we were made aware of this and was not aware that it had not been fixed by them. We were not made aware of the stain on the duvet which would have been replaced had we known.

Rachel, I am so pleased that you and your husband enjoyed your stay at The Lodge. The Over Easy for some people is an attraction that they like to watch especially children who find it fascinating. The resort is very careful not to run the Over Easy at inconvenient times of the day such as early morning when people are sleeping and in the evening when people are back in their rooms. In the winter you are not able to hear the Over Easy as the windows when closed keep the sound from being heard inside the room.