Sometimes in this business you get a baffling experience and this was one of them. Following the guest departure Mattieu's brother sent an e-mail at 4:20 pm on the day of departure detailing several of the items listed below. The no hot water being the first one. I e-mailed him back at 4:39 expressing our regrets for the issues and asked that if they stayed in the future or at another rental home they let us know immediately about any issues as we could have immediately switched the home over to our redundant boiler system and resolved the matter in minutes. He responded that yes, they probably should have contacted me but they had great snow and were too "giddy" to do so. Just for future renters, sometimes houses have issues, please contact us and we will do our best to resolve the issue as soon as possible. In this case in less than 5 minutes, but after the fact we cannot do anything and it leads to a dissappointing experience (for the guests and ourselves) that could have been avoided through communication. Here comes the most disappointing part - Mattieu e-mailed a couple days later and said that he texted me and his brother called me 3 times with no answer. He hadn't realized I had already communicated with his brother and he had said they hadn't let me know about the hot water issue. I had no texts, no voicemails, no missed calls and there were no calls or texts to the backup contact either. Later Mattieu would state that properly designed boiler should have detected it was not working and automatically switched to the redundant and so they shouldn't have needed to contact me about the problem. NEXT ITEM - the heated floor system. His complaint? They were too hot!! We aren't talking burn your feet kind of hot, a pleasant warmth to the feet of no more than 28C. I mentioned that they could have turned them down using the thermostats. He proceeded to explain to me that that wasn't how infloor heating systems worked - that the thermostats controlled the forced air and that the infloor system had embedded floor sensors. This was a surprise to us and the plumber since the home doesn't have forced air heating, it is heated with infloor heat and the thermostats are directly tied to the control valves to the infoor system. He responded that I needed to jack hammer up the concrete floors to put sensors into the slab as warm floors can cause deep vein thrombosis. VRBO has a word limit but there were many more baffling items that won't fit in the space.

Thank you for the review Colin. So glad you enjoyed your stay and the drying racks. We've upgraded the utensils and pans. Thank you for letting us know. Gabriel Higham

Thank you for the great review Dan. So glad you enjoyed the house. Would love to host you again. Gabriel Higham

Thank you so much for coming back again, Jake. See you next year. Gabriel Higham

Thank you for the great review Will and so glad you enjoyed the house and your stay at Kicking Horse. Gabriel Higham

Thank you so much for the great review Terry. Thank you for highlighting so many of the wonderful things about the home. Hope you get a chance to come back. Gabriel Higham

Thank you so much for the review Steven. So sorry about the microwave not working. If we had been notified we would have brought over a new one immediatley (we keep a spare). It's been replaced now. Gabriel Higham

Thank you so much for the great review Rome and highlighting the large spacious size of the home. Gabriel Higham

Hi Jennifer, So glad you enjoyed the home. Thank you for renting from us and hope you get a chance to again. Gabriel Higham

So glad you enjoyed your stay at Black Wolf Chalet and got to explore so much of the outdoor activities that Kicking Horse and Golden have to offer. Gabriel Higham

Thank you for the great review William and we are so happy you found the house incredible. Gabriel Higham

Hi Chris, We are so sorry we didn't fully meet your expectations for the stay. We did check out the items you listed. Someone turned off the fireplace gas so that was easily addressed. Unfortunately the steam shower had to be sent out for a rebuild. The smoke alarm battery was replaced the next morning after you brought it to our attention. Hopefully this will ensure future guests don't experience a similar stay. Gabriel Higham

Thank you so much for the great review and so awesome that the wedding was incredible. Eagle's Eye is a wonderful location for a wedding or just an bite to eat. Unfortunately like all places at the ski area there is no air conditioning. Sorry. Gabriel Higham

Thank you so much for the great review Jessica. So glad you enjoyed your birthday celebration. Gabriel Higham

Hi Brad, I'm so sorry mother nature impacted your trip. I'm glad the home worked out for the small number of people who could make it. Gabriel Higham

Thank you for the review Christina and so glad you enjoyed the house and hot tub. Gabriel Higham

Thank you for the review Leah. Hope to have you back for another stay next year. Gabriel Higham

Thank you so much for the review Nils. So glad you loved the home. Gabriel Higham

So glad you enjoyed our home. Gabriel Higham

Thank you so much for the great review. Hope you get a chance to return.

So glad you enjoyed the home Luise. Gabriel Higham

Thank you so much for the great review Linda and so glad you enjoyed our home. Thanks for highlighting the drive into Golden. It's about 10-15 minutes down to town from the house. Gabriel Higham

Thank you so much for the great review Ryan. Hope to see you again soon. Gabriel Higham

Hi Jignesh, Thank you for the review. Sorry about the draining problem with the tub. If you had contacted us during your stay we would have been happy to try and resolve it. For future guests reading the reviews please don't hesitate to contact us about issues as we can get it resolved during your stay or as soon as possible if we cannot. Gabriel Higham

Thank you so much for the review Pradeep and we are so glad you had a great time.

Thanks so much for the great review, Ryan and highlighting so many of the home's great features. Gabriel Higham

Thank you so much for staying with us again and are so glad you love the place. Look forward to next year. Gabriel Higham

Hi Annette, Thank you for the review and so glad the home worked so well for you. Yes, this is definitely not the home for anyone who has trouble with stairs. Gabriel Higham

Thank you so much for the review Rammy. So glad the house exceeded expectations. Gabriel Higham

Unfortunately sometimes you know a bad review is coming whether warranted or not. The guest contacted me two days before arrival asking if they could potentially cancel which would have meant she lost most of her payment and was unhappy about that. Then after departure we found two baking sheets that were destroyed. We charged the guest and they were not happy claiming they never even used the baking sheets so it couldn't have been them. Needless to say we found them in the dishwasher that they had loaded and started before departing that morning so it was definitely them. After that they posted this review. There is no Air Conditioning at the home - or any home at Kicking Horse Mountain Resort. The window handles are interchangeable - meaning all the windows can use the same handles. You can just move it from one window to the next.

Thank you so much for the great review Shelley. Hope you and your family can come back soon. Gabriel Higham

Thank you for your stay and great review, Chad. Gabriel Higham

Thank you for the great review, Jenna and the kind words for me. Appreciate it. Would love to have you back again. Gabriel Higham

Hi Francios, Thank you for the review and sorry for the troubles you experiences. The Keurig has a switch on the back that you must flip to get it to work. And we have a drip coffee maker and french press as well available as backups. We did not know about the microwave - thank you for bringing it to our attention. Gabriel Higham

Thanks so much for the kind words regarding my service. And I apologize for the heating issues but glad my response made up for it. Sometimes things don't always work perfectly but I pride myself on making them right. Gabriel Higham

Thanks for the review Jay. Hope you get a chance to come back soon. Gabriel Higham

Thanks for coming back year after year Amanda and so glad the home still impresses. Gabriel Higham

Thanks for the review Barb. Glad you enjoyed the home. Hope your family could come back again soon. Gabriel Higham

Thank you for the great review, Allison. And highlighting the wildlife. May and June are awesome times for wildlife. You can't drive up to the home without seeing a bear or two and usually some other animals as well. Bring your bear spray. Gabriel Higham

Glad you had such a great stay Michael. And thank you for the compliments. Hope to have you back. Gabriel Higham

Thanks for the review Samantha and glad you had such a great stay. Gabriel Higham

Thank you for the great review and highlighting all the wonderful spaces in the home. Hope you get to come back again soon. And the snow treats you as well as it did this time. Gabriel Higham

Thank you for the great review and kind words, Janet. Hope to have you back again soon. Gabriel Higham

Thank you so much for the detailed and great review Robert. So glad the home worked out as advertised. Gabriel Higham

Thanks so much for the great reviews. Particularly highlighting the frisbee golf course at the mountain - something I forget to highlight to guests. Gabriel Higham

Thanks so much for the great review Chris. Maybe come back next year and stay longer :) Gabriel Higham

Thanks for the review Stacey. Hope you come back again in the future. Gabriel Higham

Thank you for the review Hadi. Please consider us again.

It was lovely to host your family again and we hope to get a chance again next year. Thank you so much for the kind words - Lisa thanks you as well. Gabriel Higham