Business ProfileforMountain Clover Homes

The 28-year old house (The Meadow House at Keystone Ranch) owned and managed by Mountain Clover Homes, while in a great location and great for large groups, is showing its age and is not maintained or cleaned very well at all. Dirty and unusable grill, moldy and broken dishwashers, significant build up of dirt on tile floors, and many other missing or non-existent amenities identified on the brochure. Holes in bathroom ceiling, bathtub jets not working, ants in beds, and a lizard dropped on a guest in the shower was just a few of the other disappointments. The worst of the situation was the non-responsiveness of the owners.

In 23 years, I have never had guests like this. It is true that our group became non-responsive to him because nothing made him happy and the complaints became more and more ludicrous and increasingly nasty. It started with an insistence that we provide height and dimensions of the toilet in one of the bedrooms six days before arrival. I explained that there were guests in the house and I couldn't enter to measure but I knew that the toilet seat was not 'round'. Beyond that, I could only guess. There was an elderly person in the group that required a raised commode and it became our fault that we couldn't provide this information ~ despite the fact that the guest did not ask about this in any of the many months prior to arrival. Upon arrival, the guest started that the air conditioner was broken and demanded that we have a HVAC person visit the home immediately to repair it. At **** ft elevation, homes don't have air conditioning and I was never able to explain this to him. He then insisted that there was an air handling system to blow air throughout the house. While this is the case with homes at lower altitudes, it isn't the case at our home and he refused to accept this explanation. We have ceiling fans and provide an additional fan in every closet in the house.This guest then insisted that one of the dishwashers was not working. Since we had run each of our two dishwashers on the day of the guest's arrival, I was skeptical, but we sent out a repairman anyway. Within hours, this guest insisted that neither of the dishwashers was working. There were repeated long texts demanding action, each one more aggressive. He complained that the microwave wasn't functional. We agreed that the built in unit had gone out at the beginning of the summer and due to shortages, were not able to install a replacement unit yet, but it had been supplemented by a large countertop unit. This was unacceptable to this guest. The guest complained that there weren't enough wine glasses ~ as is our policy, we had one of our staff stop at the store and bring a box of glasses to the house. The guest complained that a sticky note meant for the staff member had been left on the box indicating that he was to purchase the cheapest wine glasses that they had at Bed Bath and Beyond. Yes, we buy the cheapest ones. We routinely replace wine glasses for a house that sleeps 20 guests and provide basic glasses ~ anything else would be silly.Then, the grill was unacceptable. The cooking surface of the grill had been cleaned, but the guest was furious about the workings. We don't take the grill apart between guests and return the entire unit to new, that would be impossible. We provide a clean cooking surface, but this wasn't good enough. The 'holes in the bathroom ceilings' was in fact one small hole in the ceiling in one of the bathrooms which we explained was due to some plumbing repair that we had done and could not perform the necessary drywall work between guests. The 'hole' gained increasing importance over the stay and by the end of the visit was 'terrifying' the person using that bathroom who feared that something would drop out of the hole. Following departure, the guest stated that a lizard had fallen out. This is absurd ~ it just flat didn't happen.The tile floor was not filthy, far from it. Anyone who has a textured floor can scrub a single tile and notice a difference ~ this does not mean that the rest of the tiles are dirty. Frankly, this guest was the most unpleasant guest we've ever experienced and following his stay, demanded money refunded which I suspect was his motive throughout. We have a reputation for being extremely responsive to our guests, but I finally directed my staff not to let him upset them further and chose not to send anyone into the house. His complaints had become so ludicrous that we simply waited for him to check out to go back in at which point we found both dishwashers magically working and no raining lizards.

Wow. Just Wow. The owner's responses are just not accurate and many times not true. I have pictures of nearly every single issued raised in my review and the texts to dispute how things were handled. In fact, I'm the one that stopped the communications with the owner so that we could focus on our family. After the stay, I followed up with the home owner with an email of all the issues (which there were many) that was never acknowledged or responded too. This is why I had to resort to BBB. Frankly, I don't care weather I get a partial refund or not. That really wasn't the point or the desire (especially while we were there). We just wanted the issues addressed. Secondarily, we want them to properly represent the house in their advertisements and on their website and address the issues prior to any other group getting disappointed.

The owner just refunded the cleaning fee of $650. Thank you. I consider this matter resolved.