Upon arrival the customer service experience was poor. Instead of a "enjoy your stay or let us know if you need anything" we were given a strict list of things that must be done prior to check out such as washing all the towels, dishes, sweeping, setting the temperature etc...then, we had to sign an agreement regarding property damage (which I completely understand) but when we got to our cottage there was a long list of damages. The blinds were snapped, maintenance told us that the fireplace was broken and needed a full replacement, holes in the walls behind the doors because there was not a door stop, stains on the sheets, and hair in the shower. When I called the front desk, they let me know that there was nothing that they could do. These cottages were very expensive. We are a family of 5 (two adults and three kids) and we stayed there as a rare treat. The jetted tub shot out grey/black nasty water so that was a definite NO. Not having a working fireplace was very disappointing since we paid extra for this amenity. I would not recommend this place until they revamp their customer service and take better care of their property. Adding salt to the wound, they were put out that we declined to rebook at their "special rate." I requested a room change and was denied. That simple and reasonable accommodation would have solved so many issues. I requested the difference since the fireplace was broken and was denied that as well. Terrible customer service.