We were mortified by this review as cleanliness is our life. We are addressing this and insuring that our staff remains vigilant and professional. As for size our cabins are two person honeymoon layouts with large two person whirlpools and king beds with plenty of space to move around. This us the first time we have had this comment in 10 years. We do offer much larger cabins with a freater fee, for those who need extra space. .

Thanks so much

So lovely having guests like you stay with us. Makes it all worthwhile. Thank you.

Thanks so much for the kind review.

Thanks so much.

Thanks so much

Thank you

Always pleased when folks like you find us. Thanks so much.

Thanks for making us aware of these issues. We recently separated from the management company that was not responding to problems. Our family is now back running things and quickly addressing things like this.

Thanks for choosing us

Thanks so much

Thank you

Thanks you

Thanks for the feedback. Beds are subjective but we do offer toppers when requested. Yes, we do ask guests to leave dishes as they found them and take out trash so we can keep our prices in check with 20% inflation taxing us.

Thanks so much

Thanks for feedback. Our family has just taken back the operation from a management company that was not getting it done. Yes, we do provide toiletries. And are very sorry they were not in your room.

We just took back operations from a management company. These are issues we are addressing currently thank you.

A call to the office would have had us bring a mattress topper. Mattresses are the number one issue with all lodgers as no two people are alike. We try to follow the Four Seasons approach, but looking at their reviews they have the same complaint. These types of AC units are all "noisy", but we are upgrading to split units.

Thank you

So sorry about the whirlpool. I hope you contacted the office and someone came right up. Although we treat our properties for insects the Wolf Spiders (though harmless) populate Ruidoso this time of year as they search for a warm place to winter. Sometimes they get past our defenses.

So sorry to hear of all this. Our maintenance staff is available to remedy issues like this . Looks like a tripped breaker was all.

So happy that you enjoyed yourself. Thank you.

Thanks

We are in the process of upgrading all of our lodge rooms. The fan should have been working and certainly any mold is unacceptable.

Many thanks

Thanks so much

If you contact Rob at the Upper Canyon Lodging Company he will make sure that you are refunded any double billing. This is never our fault as our system will not allow a double charge, it is simply physically (digitally) impossible and has never happened in the 22 years we have been operating, but we will not let a guest suffer something like this.

We are sorry that we could not make you happy. We offer cabins and lodge rooms which are the highest rated in Ruidoso. That you found them not to your standards is unfortunate. I Trust that you checked out and received a refund.

We are so sorry that you did not have the stay we all expected. Would like to say that bed bugs are rare in Ruidoso, unlike some places such as New York city, LA, Toronto, etc. But, when we do discover them we have a full complement of equipment to deal with them permanently. Bed bugs are a reality in the world today and anyone who says they are not are lying to you. Five star hotels have them as do regular lodging establishments across the globe. With the discontinuation of some pesticides they have made a real comeback as they once were virtually eradicated. We are not sure if there were any here or not, but we treated the room immediately as a precaution. I have to add that guests bring them in, they are not at home at any reputable places. In fact it has been shown that guests who complained of bed bugs actually brought them themselves. However, that said, we would like to offer a free two day stay for your next trip, just contact management.

We are sorry that your experience was not up to our standards. No, we do not advertise maid service as mountain a lodge. Hotels in town however do. We do not have the staff and instead of raising our prices to cover the cost of additional labor, we choose to forgo maid services, which we personally never use when we travel and most people did not when we did offer it. The coffee is meant to get you through the first night until you get a chance to shop. There should have been powdered cream, however. Our lodge rooms are significantly larger than most with the sitting area, king bed, full baths, two person whirlpool and kitchens, so we are aa little surprised at that critique, but appreciate your feedback none the less.

Thank you

So happy that you found us and appreciated what we offer. Come again very soon. Thank you

So happy you found us

Could not agree more. Ruidoso is behind the times, and sometimes that's what people want, but we are with you!

Thanks so much We work very hard with short staff thanks to the pervasive lack of work ethic in today's world. Those who continue to get up every morning and show up make the difference and your noticing is very much appreciated.

Its always sad when critical reviews are precursored by a guests not willing to live up to the contract an rental agreement is. Our staff did everything they were supposed to do and would have done more given a fair chance.

Muchas Gracias!

Thanks

So sorry that you were disappointed. Cannot explain why your room was not up to our standards. As you can see from our reviews we are cleanliness central. We will try harder next time.

Thanks for the feedback. Agreed on the flooring. This will be done soon.

Many thanks

Looks like we dropped the ball. In this labor market we , like everyone else, are struggling to get staff, so those that we do have work like the dickens, but if they missed something please let us know.

Thanks so much for the kind review.

Sorry bout that. We do have freezer compartments in the fridges in the rooms and ice trays.

We are so sorry that we disappointed you. We have just brought in new staff to manage those aspects of the business, as staffing is a nightmare since the shutdowns. We are prioritizing your issues. Thanks for the feedback.

So nice to hear that you enjoyed your stay Thanks so much

Awesome So happy we met your expectations Our staff puts in the extra effort every time. Come again soon.