Thanks so much for staying with Mammoth Five Star Lodging! We hope you will think of us again for your next visit!

Thank you for sharing your concerns. We’re genuinely sorry to hear that your planned trip to Mammoth didn’t go as expected. Our aim is always to ensure our guests have a memorable and enjoyable stay, but unfortunately, we sometimes face challenges beyond our control, such as severe weather. (We are a ski resort after all, and snow storms are to be expected.) The risk of severe weather is expressly explained in our rental contract, which all guests must sign prior to our accepting their reservation and charging any fees. The contract is clear that we will not grant any exception to the policy, and travel insurance is highly recommended. In the booking process our guests are presented with the option to purchase travel insurance to protect against unforeseen circumstances, including trip interruption due to road closures, etc. The decision to accept or decline this protection is a personal choice. (One must affirmatively decline or confirm their decision to decline five separate times during the booking process.) The storm in this guest is referring to was centered around Lake Tahoe and the Reno area (200 miles north of us), and barely effected Mammoth Lakes. The guest never attempted travel, demanding we fully refund him because the news reports sounded scary. (Pro tip- online news inflate the drama to get clicks.) Still, even travel insurance would require you to make the drive, and document a road closure before they would pay a claim (you don't just get to stay home, un-inconvenienced while everyone else takes a loss to bail you out.) As it happened, that storm was just a typical one for our area. We remained operational, and were able to welcome all our other guests, confirming that travel to our location was indeed feasible. The cleaning fee policy, similarly, is a standard procedure meant to ensure that properties are prepared and pristine for our guests. When a booking is canceled, regardless of usage, there are costs incurred to maintain this standard. We take all feedback seriously and continuously seek to improve our communication and services. Our aim isn't to shield ourselves from inconvenience but to manage expectations and responsibilities fairly, based on the policies agreed upon at booking. We appreciate you taking the time to share your experience and hope this explanation provides clarity on our policies and the situation at hand. We’re committed to learning from our guests' feedback and enhancing our service wherever possible.

Thanks so much for staying with Mammoth Five Star Lodging! We hope you will think of us again for your next visit!

Thanks so much for staying with Mammoth Five Star Lodging! We hope you will think of us again for your next visit!

Thanks so much for staying with Mammoth Five Star Lodging! We hope you will think of us again for your next visit!

We are so sorry you were inconvenienced during your stay! We always strive to make every guest stay as perfect as possible, inspecting every property twice between every departure/arrival. Our staff are human of course, and so even if we hit 95%, that still leaves some issues from time to time for guests to contend with. All our properties are stocked with a 12 cup drip coffee maker (which use a #4, flat bottom style, coffee filter), and in fact we do provide two 12-cup coffee packets for guests to enjoy. (We are unable to supply all the coffee for all our guests.) It's true, some properties may also have a Keurig style, K-Cup machine, however we do not require these machines and so do not keep records of owners who have them. All this info and much more is available on request from our reservations staff prior to traveling, if you will give us a call when planning your trip. As for the thermostat, they are hardwired into the property during construction. The location of them is not a design or furnishing choice. We would recommend a lower heat setting to ensure comfort throughout the home. Thanks so much for staying with Mammoth Five Star Lodging! We hope you will think of us again for your next visit!