I am the owner, and I wish to respond in order to deal with the matters brought forward here, and certainly as a relatively small resort with only 45 rooms/units, it sure would have been nice if we could have been spoken to as some of the items mentioned herein need major clarification. The party involved came to the ski shop late in the late afternoon/evening upon their check-in to arrange some lessons as reported, and we said yes, we can book you for 3pm tomorrow, as all prior lesson times had been booked already. We know our guests love coming here to enjoy our extensive list of outdoor adventure experiences and services in both winter and summer, and we encourage our staff to help make those dreams come true. The customer was upset, we apologized and said we would try to see if we could arrange some changes with some other customers, which we could not do. Its unfortunate that our guest did not advise upon making the reservation that they wanted lessons in their 1st morning, and then we could have ensured that happened. But with no advance lesson reservation, we confirmed that we could do the lesson the next day as they wanted, not at 10am or 11am, but at 3pm, keeping in mind our ski hill is open till 9pm nightly under night lights, so 3pm lessons are also very common here. This is not usually a problem, we have never had someone blow us out of the water that we had poor service because a ski lesson was going to be 4 hours later than their perfect time. We wish we could have done it, but we just did not have the notice that we needed, so for that we are very sorry. On the issue of lift attendants at the tubehill being rude, we will look into this , but we can honestly say that we have not had any complaints or even comments, that our lift attendants are rude, as if we had heard such a thing we would have had a meeting with them and ensured otherwise. We are however starting to check regularly with guests at the skishop counter to ensure that we can hear of any such comments and act on them before we read something in TripAdvisor , we certainly don't want rude lift attendants. In terms of a "weak tea" complaint, its very important for us to share facts here. We serve 27 different teas in our tea parlour and resort , and people have the chance to "steep" the tea themselves to their own taste and strength, so I have no idea how we can be blamed for weak tea??? On the family chalet (as opposed to our hotel style spa rooms) which this family stayed in, we have held 3 inspections. Here is what we found in that chalet (keeping in mind it was occupied immediately before, and after this guest), the stove is a new stove, and all aspects of the stove were in perfect order. The fridge complaint about using a "coke can" to keep the door closed is ridiculous at minimum! The fridge including the door, is in perfect condition, the door opens and closes as it should. We tried to make the door to not stay closed, but it always stayed closed as it should. And guests before and since have not said such comments as well. The bath tub is in perfect condition c/w no chips in the enamel, the tub surround is not chipped, broken, altered, cracked, or any other such imperfection. The clay tiling on the floor is in perfect condition. In terms of the living room carpet, we found 1 stain, about 7 inches across, and it is now removed, as well as ensuring that the rest of the carpet was steam cleaned just to be sure. The beds ...there are 3 bedrooms, a master bedroom with a queen bed (new last year), a second upstairs bedroom c/w 2 single beds (new the year before). There is a floor level bedroom as well with a double size bed, and that one is older at 5 years , so we are looking at replacing that one; so 3 of the 4 beds are new, the 4th one is not old, but we'll replace it. The fireplace works normally, the microwave works normally, the double stainless steel sink and taps all work normally, all the LED lighting through-out the chalet were in perfect condition, the sliding doors onto the large balcony with the view of 10,000 acres works normally, the decks and railings are fine, the entry deck is perfect except the exterior paint on the deck is worn from the winter snow shoveling, and sand & salt that wears the paint off each winter, and these decks are all re-painted every spring. The pool...,we keep the pool at 83F, the pool is officially checked & conditions recorded 3 times daily, it is/was not cloudy when these guests were here, and yes we do keep one hot tub at 104F and the other one at 86F as per guests requests over the years. We do have one fitness class each day in the pool (from 11am to 12 noon), for our aquafit class so during that time the hot-tubs are still open to be enjoyed but the pool is full for the class, one hour per day and the pool is open 14 hours daily (8am to 10pm daily). Concluding, as the owner, I can handle all guest comments, complaints, ideas, recommendations, etc and I do this daily. I take all guest comments very, very serious & have done so for 28 years. My wife and I are doing what we have done for 28 years, and that is to listen to our customers, & respond by doing what the customer sais as best we can.. That won't stop. We certainly hope that these facts that we have brought forth & recorded herein will help clarify the items mentioned in this guest review, as its very important to help people know... "the rest of the story"....