Cascade Lodge 512

Thank you for taking the time to share such detailed feedback. We sincerely apologize that your experience did not reflect the warm welcome and level of service we strive to provide. We are particularly disappointed to hear about the condition of the pullout bed and the cleanliness issues you encountered. Dirty linens, hair, food residue, and other debris are completely unacceptable, and we understand how upsetting this must have been, especially when traveling with your children. We also apologize for the delay in responding to your requests and for the lack of follow-up regarding the mattress protector and duvet. Your comments regarding the check-in and check-out experiences are equally concerning. Every guest should feel welcomed, acknowledged, and cared for from arrival through departure. The inconsistency you experienced in service is something we take seriously, and we will be addressing this with our team through additional training and a review of our service standards. We also understand your frustration regarding the early check-in request. While early check-in cannot always be guaranteed, our standard check-in time must be observed to allow our housekeeping team sufficient time to properly prepare each suite for our arriving guests. That said, we regret that we were unable to accommodate your request and appreciate your understanding of our standard check-in policy. As a gesture of our sincere apology, we will be issuing a compensation amount and will be refunded to the card on file. Most importantly, we are sorry that you left feeling unwelcome. That is not the experience we want any guest to have. Your feedback has highlighted several areas where we need to improve, and we appreciate you bringing these concerns to our attention.

Thank you for your kind 4-star review, Janet! We’re delighted you enjoyed the spacious, clean stay, mountain view, convenient location, and the information provided before your trip. We appreciate your feedback and would be happy to welcome you again.