I'm very sorry these guests had a negative experience. To address their points, we do have 2 parking lots, 1 in the front, where we park and guests for the Ecliptic cabin park, and one in the back, where the other 4 cabins park. This parking lot is much closer to the back cabins. I do go to the cabins with all guests when I check them in and until they have stayed with us for a few visits, I will give them a quick tour of the cabins. In most instances, it can be done in around 5 minutes.
We do ask guests to be careful with the pine floors and to lift luggage or furniture, rather that to wheel or drag it. The staircase in the cabin in question and 1 other cabin, have winder landing, meaning the last 3 stairs wind around the corner, so the inside of the step angles to a point. In our first year of business, we had a few guests miss the inside step. Ever since, I have made it a point to show it to guests upon check-in. We've not had a problem since and in the next cabins we built, we changed the stairs to a conventional landing.
The cabins with lofts all have a 3 way light switch, which will light the staircase from either downstairs, or from the bedside. I point that out as a convenience that might not otherwise be noticed. I also point out how to operate the fireplaces and show which areas the 2 thermostats control.
I am a volunteer firefighter in our small community and on Tuesday nights, which this was, I go to practice from 7:30pm until 10:00pm. My wife is here to look after things while I'm gone, as she was that night. The following morning, while setting up the buffet, the fire department had an emergency call to which I responded and I was not back until after these guests had checked out.