We are apologize for the confusing. the the linens services is not included in the price on airbnb and can be provided with extra fee or guest can bring their own if they are prefer. This is common practice for cottage/chalet in the Blue Mountain area. This is the only item the which the guest may pay extra if they choose to. unlike other listing, there maybe HST, STA fee, propane etc on top of the price, All of those are included in our listed price
Guest requested one night stay during the weekend for many of our listings and asked for early check in 10am in the morning and late check out by 1PM. Even though we have 2 nights minimum stay requirement, the standard check in is 4PM and check out is 11AM, but we tried our best to accommodate this request.
The other location (picking up the key) the guest mentioned is our onsite management office which is 2 minutes away from the chalet. The office manages many similar properties in the Blue Mountain area and the office hours is from 9am to 9PM, the mandate for the office is to help guest with any questions or concerns during the stay.
We sincerely apologize for the experiences that guest may feel and thanks for the suggestion, we will reinforce the regular policy and continue improve the experiences for the guest in the future.