We’ve debated for a very long time about whether we should “show how the sausage is made” or discuss private matters in our Company Blog.
On one hand, everyone seems to LOVE our “lemme tell you about the time…” stories—often involving crazy guest antics, random maintenance issues, and the occasional you cannot make this up moment. Until now, those stories were shared privately among friends, usually over a drink and a few laughs.
…but today, two unrelated emails finally nudged me into writing publicly. Thanks, Greg and Jeff. Apparently, I needed a push.
Today, Guest Greg wrote:
“I wanted to ask about the reviews I was reading about your resort. The reviews on the Expedia site / VRBO, which is where I made my reservation, were very good, but other reviews I read about the hotel in general on sites like TripAdvisor are quite weak. I’m a bit concerned and wondering if there are two separate resorts there, which would explain the difference in reviews. I really hope we have access to the pool and common area that received positive reviews and are not booked into the hotel area of the resort which received negative reviews. Can you please clarify this for me?”
Fair question.
Below is my real written response (Not AI) —now shared with all of you.
Dear Greg,
Great question—and expert-level investigation on your part.
TL;DR version: You can put your excellent detective mind at ease. You absolutely have access to everything advertised for Grande Rockies 132. We pride ourselves on accurate listings. The photos you saw are of the exact unit you’re staying in and are updated frequently (most recently December 2025).
The longer version (only if you want the broader context behind inconsistent online reviews—which I suspect you do, because you asked):
Grande Rockies 132 is a specific, individually owned unit located within the Grande Rockies Resort.
The reviews you see on Expedia and VRBO apply specifically to our unit and reflect the experiences of guests who booked through Rockies Rentals. Rockies Rentals is a privately owned, locally operated management company. That’s good news for you.
Translation: we handle all guest communication and everything that happens inside the unit.
A different company operates the Front Desk (and it changes every few years), manages some other units in the building, and oversees common areas like the pool, parking, and garage.
Still with me, Greg?
The Onsite Management Company may not have great reviews. That history is exactly why some individual owners chose to hire a private management company instead. The typical difference between a hotel-style management company and a private one is … vibe. One often feels like a faceless corporation with policies that don’t flex, underpaid staff, and little room for nuance.
Rockies Rentals is the opposite. We care too much. Actual behind-the-scenes tears are shed when we can’t make things right for a guest or owner. Every team member shares in company profits—but only after being hired because they care. The profit share comes later. Let’s hope future employees don’t read this blog, or the cat will be out of the proverbial bag. Although if any future employee did read the depths of this obscure blog, I’d probably want them on my team.
Totally different energy over here.
Still tracking, Greg? I tend to be long-winded. Part of my charm.
There’s a second factor at play with TripAdvisor and Google: anyone can leave a review—whether or not they stayed there.
That means an unhappy guest who rented from an unreliable Airbnb host can leave a scathing review about the resort. It also means ex-employees, ex-partners, or generally unhappy humans can post whatever they like. Those reviews may have nothing to do with the Onsite Management Company — or the resort itself.
Even Rockies Rentals isn’t immune to this. I physically cringe when I see our less-than-five-star Google average. For most of our 16-year history, we were five stars. Then COVID arrived, and a lot of life frustration landed squarely on hospitality workers. That period forced us to start setting boundaries—with owners, vendors, and guests—especially when our most valuable resource was being mistreated: the people who show up to serve others.
And there you have it, Greg—the realities of unverified online reviews.
I’ve toyed with the idea of adding “Stories of Nightmare Guests” to this blog purely for the entertainment of our biggest fans. Most people are genuinely shocked by what happens behind the scenes in hospitality.
Case in point: this morning, a friendly competitor (Jeff) emailed to vent about a guest demanding a refund because “the wind was too loud.” The WIND. In our MOUNTAIN Destination.
True story. And it wasn’t even noon.
Who knows what the rest of the day will bring?
Maybe a windstorm will rip the metal roof off a private home, leaving me to make a very awkward call to the homeowner.*
Maybe I’ll calmly explain—for the umpteenth time—that yes, the cancellation fee still applies if you didn’t realize you needed a passport to enter another country.**
Or maybe I’ll intercept a call to gently outline two options:
- Continue verbally abusing our team over something they didn’t cause and can’t control, and are desperately trying to help you manage, or
- Pause to remember that a real person is trying to help you, and is less likely to do so while being berated. Let them help you solve the problem you’re actually having.
Choose a lane.***
* Been there.
** Done that at least five times a year.
*** I really should start printing “I Survived Today’s Overtly Aggressive Human” t-shirts someday. When I have time. For now, I’m too busy offering hugs and warm beverages to broken hospitality professionals.