Family Reunion Lodge w/Pool,Pickleball near Bryce & Zion,13 Bed,9 Bath,sleeps 62

Ruth booked our property 13 months ahead of their check in and knew at that time that we have a "no cancellation policy", unless the home is unusable. Ruth emailed a month before her date and wanted a "significant price reduction or allow them to cancel with a full refund". So she was obviously ticked off we didn't allow either after holding it for 13 months and preventing anyone else from booking her dates. From our 35 years of renting, no one is happy with you when you don't let them cancel. That's why we inform them "up front" that there is no cancellation. So in her review we are not surprised her claims are exaggerated or false. She asked for an early check in and I explained that when we have a group that checks out the same day, we can't allow it because the cleaners take so long to clean and we never know if there are extra things to be done. She mentioned she waited an hour for check -in which wasn't true, because she had the code to get into the garage and when our manager arrived a little after 4:00, they were already inside the home. Dillon, our manager explains many things about the home to our renters when they arrive and also points out that these instructions are also on the bulletin board in the kitchen. Ruth complained that the doors didn't work property. There are two doors that go out to the deck from the kitchen area that are high end doors. They have to be opened up a certain way, so on one of them, we have a sign that says "do not use this door". Again, Dillon has mentioned that after explaining how to operate the doors, that the instructions to unlock or lock the door are on the bulletin board which is right next to the door. Dillon mentions that all the towels are in the upstairs and downstairs laundry rooms. The twin sheets for the bunkroom are in plastic buckets in an open closet which is part of the bunk room. The other twin sheets are in the closets of each room with a bunk bed. The water in the hot tub is cleaned for every group. There are some hot tub speakers that no longer work and there is a couple pieces of molding that has been removed, but the hot tub works just fine. There isn't a couch that is collapsed. There are a couple couches downstairs that the back is broken from kids sitting on top of it. They are still completely usable, but we are replacing 4 couches and 2 chairs on Aug 25th. Dillon does ask groups if there is anything that is broken or needs replacement to let him know. So we do appreciate when people let us know. Not one group has complained about any mattresses until this lady, but we've decided to replace two king mattresses.