Good afternoon, Richard: Thank you for your time in responding to the survey. We understand the anticipation when arriving that our guests are looking forward to checking in so that they may relax and enjoy their time at the resort no matter how long you have booked for. However, our standard check in time for our resort has always been 4:00pm and we do our best if the room is ready to check in our guests as soon as possible. Please note that we have in place a couple of options if you arrive early to use for your convenience and comfort while waiting. *We have available a Day Use key so that you may access the Lodge or Boat House lounge areas until your room is ready. *Also, there is our text messaging platform where you can give your mobile number and thereby the front desk can text you when your room is ready. Also, as per Hilton guidelines,10:00am is the standard time noted for departures as outlined in Expedia's booking process. We look forward to welcoming you and your loved ones again soon to Blue Mountain, a Hilton Grand Vacations Club. Happy Family Day weekend.

Thank you so much for taking the time to complete our survey. We appreciate that you chose Blue Mountain Hilton Grand Vacations Club for your recent accommodation. In receiving your comments about being disappointed by not getting a late check-out, as per Hilton guidelines, 10:00am is the standard time noted for departures as outlined in Expedia's booking process and also this information is printed on all documents posted on property. We understand that you called to see if a later time could be accommodated and it was explained to you that depending on the occupancy of the resort, our Front Desk has to assess if late check outs are possible. We are aware that you were extended additional time and that our team understood your concerns.In response to your comment about the staff, we understand that our guests' perception of how they are treated is most important to us. Our Front Desk Manager will take the time to thoroughly review your experience with the team and to reflect on how this affected your stay. Our goal is to provide that essential warm welcome and even under difficult situations, reflect concern and consideration so that you feel your needs are being cared for and shown by our staff.Please keep in mind that we do have available a Day Use pass for all members and guests who would like to spend more time on the resort once they have checked-out. This key pass grants access to the amenities such as the hot tubs, guests lounge areas in the Boathouse and the Great Room of the Lodge with the main fireplace. Wi-Fi is accessible to still enjoy while on property.Amy, we certainly look forward to welcoming you back soon to our Resort.

Good afternoon Ahmet,We appreciate that you chose Blue Mountain Hilton Grand Vacations Club for your accommodations on Feb 8-9,2024. In receiving your comments about being disappointed by not given a late check out, as per Hilton guidelines 10:00am is the standard time noted for departures as outlined in Expedia's booking process. I understand that you called to see if a later time could be accommodated and that we were unable to do this. Depending on the occupancy of the resort, the front desk has to assess if late check outs are possible.What we do have available for guests who would like to spend more time on the resort is called Day Use where our guests are given a key to the amenities and can use these to access the hot tubs, Boat House (guests lounge area) and Lodge great room with the main fireplace. Wi Fi is accessible to still enjoy the resort for the day. If this could be of any help to extend the time spent here, please note this is available to you. We hope that we will see you return and make Blue Mountain once again your choice of accommodation. Kind Regards,Denise Cooke-BrennanGeneral Manager

Thank you for your feedback. We are sorry to hear you had issues with sleep during your stay. We want you to know this is not the type of experience we aim for our guests to have during their visit with us. We have passed your comments on to the appropriate leadership team for further follow up and correction. We hope you will give us the chance to make it up to you in the future should your travels bring you back to The Blue Mountains.

Thank you for your review. We are sorry your stay did not exceed your expectations. We hope for a future opportunity to provide an improved experience.

Good afternoon Susan,Our apologies for the cleanliness issues that you found upon arrival. In response to the issues in your room, thank you for letting us know about this service standard. It is disappointing to hear that the room's cleanliness was missed along with the other items mentioned and have since reported this to the housekeeping manager to relay to their team. Our apologies for these misses. We certainly appreciate when our guests draw our attention about any type of service standard that were missed, as we want to deal with it promptly. As you can imagine, we don’t want to have our guests feel that no assistance was provided if we did not have firsthand knowledge. Your feedback is important to us so that we can continue to improve and keep our standards consistent. We look forward to having you stay with us again, and if there is anything prior to arrival we can assist with, please let us know. Kind Regards,Blue Mountain Concierge

Thank you for your review. We are glad you enjoyed staying with us. We are sorry to hear about your offsite experience.