Peace of Mind in a Crisis: How Hydeaway Stay Turned a Flood into a Five-Star Experience

"I honestly couldn't have handled this on my own" - Janice, Hope Peak Hydeaway Owner

Intro:
For many property owners, the dream of owning a vacation rental can quickly become a nightmare when things go wrong—especially when managing remotely as is the case for most short term rental owners in Canmore. At Hydeaway Stay, we specialize in turning chaos into calm. Here's a real-life case study of how we protected Hope Peak Hydeaway, preserved guest satisfaction, avoided monetary losses, and made sure our out-of-town owner never had to lift a finger.

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What Happened:
A routine guest stay at Hope Peak Hydeaway in Stone Ridge Mountain resort in Canmore took a sudden turn when the property experienced flooding from the unit above. It was a situation entirely out of our control—or the owner's—but one that required immediate action.

At the time, the unit had a guest in it. For a self-managing host, this would mean scrambling to find new accommodations (not always possible), negotiating refunds, dealing with the upset guest (and the ones still to come), coordinating repairs, and communicating with insurance—often from thousands of miles away.

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How Hydeaway Stay Responded:
But, because the owners (Janice & Shane) had chosen to partner with Hydeaway Stay they didn't have to worry about any of that!

• Within hours of being notified, our team had the guest safely relocated to another one of our luxury units.
• We covered their accommodation for two nights to ensure their stay remained enjoyable—and they ended up leaving a five-star review despite the inconvenience.
• We immediately engaged remediation teams, filed the insurance claim, and began coordinating repairs.
• We communicated with the condo board, insurance adjusters, and contractors—all while keeping the owner updated and stress-free.
• Future guest reservations were proactively shifted to other properties without issue, ensuring zero income loss and no reputation damage.

All of this was done without the owner needing to leave their home or rearrange their schedule. Based in San Francisco with a full-time career, they simply didn’t have the time or bandwidth to manage this crisis. That’s where we came in.

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Owner Testimonial:

"If I had been self-managing, this would have cost me thousands in lost income, repairs, and stress. Instead, Hydeaway turned a disaster into a seamless, five-star experience and with no financial losses! I could never go back to managing on my own after this." — Janice, Hope Peak Hydeaway Owner

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The Bigger Picture:
Incidents like this are very rare—but when they do happen, they reveal the true value of full-service vacation rental management. At Hydeaway Stay, our fees aren’t just for cleaning and guest communication. They’re your insurance policy for peace of mind—covering the hundreds of moving parts most people don’t consider until it’s too late.

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Conclusion:
This is just one example of what we mean when we say we go “above and beyond.” At Hydeaway Stay, we don’t just manage properties—we protect your investment and deliver peace of mind when it matters most.

Thinking of self-managing? We encourage you to ask: What’s your time—and your peace of mind—really worth?

"The Hydeaway team managed everything so quickly and professionally—from the guest relocation to insurance and repairs. I was kept in the loop but never overwhelmed."
— Janice, Hope Peak Hydeaway Owner

A few photos of the damage below