Benjamin, Thank you for taking the time to tell us about your recent stay at Pony Express 5. We are thrilled to hear that your group enjoyed the home and the spaces it had to offer. Thank you for pointing out the cleanliness of the home as our housekeeping team works hard to ensure a comfortable and stress-free stay for all our visitors.
Thank you for your feedback on our team communication as it helps us know how to improve. We are sorry that the door code was an issue. Our team did provide an after-hours number that can always be called in situations like that, as opposed to our regular office number. We are also sorry to hear that you found the home not stocked with some items you were hoping to be there, but we assure you it’s with good reason. Food items like butter are ones we do not provide as they are perishable and we never want items left in the home that could be tampered with by previous guests and make others sick if they use it unknowingly.
Our stay agreements are a standard policy that we have for all our guests, but are sorry you found it unideal. We have it in place to protect our guests and our owners so that everyone is on the same page and knows what to expect during their stay. Thank you for notifying us about the difference in check-in/check-out times. We will investigate this further and fix any issues.
We hope that the next time you stay in Sunriver that you give us another chance to host you so we can provide the 5-star experience that we aim to give all our guests!
