Dear Guests, Thank you for the feedback on your experience with your stay at Kizuna. We sincerely appreciate your insight because it helps us build a better customer experience. We are sorry you feel our company's service was not up to your expectations. While we appreciate your feedback, it seems we have some conflicting information regarding your stay. Firstly, the supervisor who checked you in, confirmed we could not offer a late check out due to having a new guest checking in on your check out day. We are sorry if this was not made clear on check in. Our team would have been available to assist our guests with their check out and luggage storage at our main reception desk. In regards to your laundry we could not allow this to remain in your apartment due to the need to clean the apartment, so we did provide access to an alternate dryer to dry your clothes, albeit unsuccessfully by the time of your departure at around 11:20. I understand our team assisted neatly folding and packing these items into a freely provided bag.   The bathrooms in Kizuna are clearly advertised as shower only on Expedia's website. While when searching the Kizuna building as a whole, half the bathroom shots showing the shower do have a bath, the room type you booked does not. We are surprised to hear no one got back to you given the 3 conversations between our company and Expedia on this issue with their assurances they would get in touch with you and notes from our supervisor noting they had left the letter to you on this well. With restaurants and the main village within reach, the shuttle service is provided as an addtional service to make accessing the chairlifts that much more convenient. This service is not offered by similar properties across the resort, so we view this as an enhancement to our guests experience, so we are surprised with your negative experience of this service. We will look at how we can communicate this better moving forward. To offer a concierge service as you have suggested with what was not provided would result in the price of your stay increaseing at least 50%. This concierge service was also not advertised on any of our property listings. We appreciate your time spent in providing feedback on your stay and hope that we have the opportunity to provide a better experience in the future.