Aspen Vacation apartment rental with internet access, air con, fireplace and TV

Hi! Thanks for the review. Glad you had a very good experience!

This guest contacted us late in the booking season to try to find something in downtown Aspen, this was the last unit available in our inventory over New Year's arriving on December 28, 2014 for 7 nights. She asked questions about the unit, we explained that it was an economy rated unit and that the living room area was small. We explained that the living room would comfortably fit up to 5 people. Then without any further discussion she booked this unit via our website which explained everything, including our cancellation policy that clearly stated all monies would be non-refundable. The family showed up and hated the unit, it was very apparent that they were used to much nicer accommodations, but we are guessing since this guest waited until the last minute to reserve their New Year's Holiday week that she chose to book whatever was left and then found herself unhappy and wanted to make it someone else's fault. She told us that even though she booked it for 5 people and then showed up with 7 people we learned was because two additional family members decided to come at the last minute. This guest explained that she was cloister phobic, there wasn't enough space for all of them. Then she explained that her son was deathly ill too which made the close quarters in the living area problematic. The phlegm she complains about on the wall of the living room was not on the wall before her group checked in. Sick kid, not happy, you make your own assumptions as to how the phlegm found its way to the wall. Then on day 3 this guest went out to other property managers in the area and found something else that had opened up that she was able to negotiate a great deal for and wanted to move out. We accommodated this woman in everyway possible. At great hardship to the owner we refunded her $2,700 of her $5,000 payment which covered the unused nights on the reservation. Our sales manager left the office and went to her aid and walked out of the unit every single item these guests had in the unit. Grocery's, luggage, ski equipment etc. and loaded them up in her huge SUV because she had an injury that prevented her from moving anything, the rest of the family were up skiing. She gratefully accepted our moving help, the full refund of all nights not used and admitted that she had made a mistake in booking this unit. Then this... From our perspective we resolved this issue to the best of our ability but it is now clear that since we did not give her a full refund that she has a severe case of unhappiness, something that we are not in the business of treating. We will hope that this explanation and all of the other fair comments on this and all of the other properties we manage will put this negative review in perspective, thank you. McCartney Property Management Aspen, CO