Jordan was not satisfied with AirBnB representative’s resolution, so he wrote a vindictive review that’s at best a gross exaggeration bordering on a lie. The only true fact was that I did not realize that the propane tank for my back up generator is running low. This is totally my mistake and I take full responsibility for it. With that said, the “full amenities” that are advertised with the house (i.e. hot tub) are not available with the back up generator running. Unfortunately, the tank could not be filled during the snowstorm (hence caretaker could not help the situation at that point).
This is the timeline of the events: Jordan’s group checked in very early on Friday (5-6 hours prior regular check in). The whole region including Hunter Mountain resort lost power late afternoon on Friday; my generator ran out of gas on Friday night/Saturday morning. On Saturday, tenants went skiing to Windham area in the morning and when they come back power was restored within couple of hours. Jordan checked out on Sunday after 8PM in the evening (8 hours after regular check out time). I also offered him an extra night from Sunday to Monday (I said that as fellow skier, I’d play hooky when there is a snow storm during otherwise fairly uneventful ski season). My next offer would’ve being a half price next weekend; basically free night next weekend. However at that point Jordan started to demand full refund for power loss even so he spend the full weekend in the house not to mention the fact that early check in and late check out gave him full 14-15 extra hours to compensate for power loss. Jordan also refused to wait for me to comeback to resolve the issue, even so I informed him numerous times that I am somewhere with either sporadic internet connection or no connection at all.
The driveway was plowed prior their check in after the first snow storm passed. The driveway was NOT plowed DURING the second snowstorm as it’s unsafe for the snowplower to get to the house. It was plowed after the snowstorm up to the parked cars in the driveway. Jordan never during his stay communicated an issue with the driveway to the caretaker. The caretaker is the local guy who takes care of my house for the last 6+ years; he personally knows and friends with my snowplowing person, hot tub technician and electrician. A simple phone call to him asking for extra snowplowing when the cars out of the driveway would have resolve this issue.
My house is not just a rental house, it’s my vacation home where I come to spend weekends with friends and family. It’s kept in the top shaped as you can see from all other 5-star reviews.