Our stay was absolutely disappointing, and how the staff and later the Director of Guest Relations handled my concerns was simply offensive. Before our stay, my wife called the 855 to request add-ons to lodging since it was my birthday weekend. The representative said the add-on I requested was not available even though it was included on the resort’s website. Why do you offer add-on on your website which are not available to your guests? When we checked in, the staff at registration was clueless about the resort’s amenities and offerings. We was specifically asking about ticket discounts to ski at Mt. Bachelor and the staff had no idea what I was talking about. We explained this was advertised on the resort’s website and in my confirmation email received from the resort. Again, clueless and no help at all, and really frustrating to deal with. We also asked things I could do with my children and her only response was the pool – nothing more. Please educate your staff about the resort’s offerings and the surrounding area. Our heater broke down and we had no heat overnight. My son, who was sleeping downstairs, had to move upstairs with us because the lodge was freezing. Luckily, the heater was fixed in the morning. During our 4 nights stay, we only asked once for housekeeping. When they came, they failed to make any of the beds. We are not talking about changing sheets – the beds were simply not made. What is the point of asking for housekeeping if a basic service is not met? The last issue which was the most concerning and offensive part of our stay. Our rental car broke down after a day of skiing at Mt. Bachelor. The only reason we called the resort was the website offered a shuttle service. The staff answering the phone at first said, we missed the shuttle at 4:00 pm. We explained AGAIN we were stuck on the mountain with small children and asked if it was possible for another shuttle service. Her next response was “we will charge you $30 per person.” The whole part of we are stuck on a mountain with small children did not register with her. In response, we said we don’t care how much it costs, we need help please. Her response was she would need to check and call me back. In the interim, she gave me a number of a town car company that she expected me to call on a late afternoon of Easter Sunday. Really? we did not hear back from her on whether another shuttle was possible and ended up hitching a ride from Mt. Bachelor’s employee bus, whose driver was kind enough to help my wife and my children. The next day we raised all of my concerns regarding our stay with the Director of Guest Relations, who listened and took down my name and number and said he would investigate the matter and call me. He called the next day and left a VM saying the staff followed the “policy” when responding to my concerns about shuttle services and that “we will not provide you any compensation.” After hearing this man’s VM, we were an