When Stephanie’s group of four arrived around 5 pm, we were already in the process of checking in two other groups of people. Consequently, there was a bit (5 minutes?) of waiting to check in –provide her with keys and walk her next door to show her to an upgraded, larger apartment than she requested. As for the comment of “people staring”—I cannot control how other guests checking in may have responded to her group as they entered our main building to check in. I am sorry they felt uncomfortable.
I showed her around, pointing out the free wifi code, the large jetted tub, and the four beds in the apartment. Before I left the room, I asked if this would work for them, and they seemed just fine.
Around 10 pm, I received a text from Stephanie’s group, telling me that decided to stay at Chena Hot Springs, which is located 60 miles outside of town. I thought this was a little strange, but had no feedback from the guest directly, so I assumed it could have been due to inclement weather (lots of snow) and perhaps too late at night to drive. I wish that she had called to tell me of any problems as I had no idea they were not happy with the apartment. It is very large penthouse suite, with tiled floor, a king, queen, and two twin beds, a two person Jacuzzi, as well as a full kitchen with cooking utensils. We generally rent this during winter months for special getaways at $150/night, and guests frequently comment how inexpensive this is for the amenities provided.
I do not understand why she said the apartment “reeked” of smoke. I am a non-smoker, and very sensitive to smoke myself. I would much rather have guests contact me directly to express concerns, than respond negatively, without giving me a chance to offer alternate accommodations, or fix any concern they might have.