Customer ReviewsforGNH Mountain Holdings, LLC

Briefly, I had reservations at the OBarO but got COVID 5 days before my trip. I called to change my reservations to another date. I did not ask for a refund. They would not change the reservations because they have a 14 day cancellation policy. I think this was totally unfair since COVID is contagious, I was very sick and only wanted to postpone my trip. They should have been flexible but were no help at all. I would never book a cabin there again since I lost $875 due to getting COVID. They would not let me come without a negative test result but still charged me!

Our policy is clearly communicated on our website and confirmation letter. Cancellations for any reason within 14 days are the responsibility of the guest. The guest then decided she felt good enough to come but showed up 1 day early for her check in and her cabin was, of course, occupied. If she would have shown up on the correct day, she would have been allowed to complete her stay. Her failure to read our policy and to show up and check in on the correct date are completely and *********** issues.

****, we are sorry that you got Covid on top of your other ************ are sorry that our policies to postpone your stay were not clear to you even though they are sent out with every reservation & also published on our website. Yes, we require a one night deposit, which you paid. The remaining balance was then paid by you online one week prior to check in using the contactless check-in link provided in the reservation emails. If you had taken advantage of the Travel Protection that we offer, your reservation change, due to Covid, would have been covered. When you said you were unable to travel due to Covid, you were offered a free night on a future reservation due to our hearts going out to ********** situation. You arrived 1 day early to check in, with a negative Covid test (Thank you), yet it was not possible for you to check in a day early due to the Birdsnest cabin, as well as our other 8 cabins, already being occupied with other guests that were not due to check out until the following day, which was your original reservation check in day. August 29th you did not arrive when you were expected to check into your cabin that was now available for you to check in. August 30th you did not arrive to check in & the cabin was still available for you to check in. The last day, August 31st you still could have checked in, since you had paid for the cabin, yet you did not arrive that day either. We are sorry that all of the email correspondence sent to the email address you provided were not seen. We are so glad that you tested negative & were able to enjoy your vacation in Durango without putting other people's health at risk.