We are so sorry that your experience here wasn’t top notch, as we strive to make sure that each and every guest feels comfortable, happy and cared for here at the Ranch. If we had known you were unhappy at any time, we would have gladly helped you find relief.
During your arrival, we did have a missionary retreat taking place, and did not send you check-in instructions in a timely manner. I apologize for that, and we will continue to improve upon that in the future. When you came to the front desk, we got one of the hosts for you immediately and provided instructions about where your key was and where the cabin was located.
In your review, you said that we did not communicate well, but we didn’t know what you wanted communication about. We are always happy to accommodate our guests, and could have helped your family have a wonderful time and do lots of fun things if we had known you were seeking things to do. Yet, we did not receive any questions from you about anything other than your arrival, until you reached out to us that your child had let the horses out of the corral.
In our listing we mention that we are a ranch, and in the house rules that horses are not to be fed. Unfortunately, when your child let the horses out, it caused quite an issue for us, but we tried our best to be accommodating and understanding to your situation. We even went to the point of our horse wrangler coming up to your cabin and asking if your children would like to see the horses…up close and supervised.
We did not want in any way to have you feel the weight of the horse incident, so we were gracious in our review towards you at the end of your stay. We are parents as well, and we understand that kids get into things they shouldn’t at times. We really wish you would have communicated with us more during your stay, as we are known to be very understanding, hospitable, and gracious in our hospitality.