Juan Carlos, I'm sorry about your situation. However, what you are not mentioning in your review is that the "other person" was a 2nd family you were traveling with. Your keys got criss-crossed between your 2 families. As for the delay checking in, you arrived much earlier than the normal check-in time and the room was not yet ready from housekeeping.

Thanks for your stay. Glad you enjoyed it.

Hi Daniel. Thanks for taking the time to post a review. Our cancelation policy clearly states 2 important things (among many others):1 - These policies are strictly enforced. Purchasing Trip Protection insurance is highly recommended. (this is on the first line)2 - No refunds for late arrivals, early departures or poor weather conditions. This includes air quality from wildfires or road conditions due to rain, snow, mud and rock slides. Extreme weather is an inherent risk in the mountains any time of the year, and especially in the winter. We root for snow. Our property was open and servicing guests, many did arrive despite the conditions. Restaurants, shops, casinos, etc. were all business-as-usual.To be clear, although we are the same location, Heavenly Village Condos is not the same company as Marriott. But they also had the same cancelation policies.