Wunderschöne Unterkunft in den Bergen, 5 km vom Eingang zum Snowshoe Ski Resort entfernt

Thank you Mark for the feedback. Could we ask for some additional details from you please so we can correct the issues you've identified. Could you please tell us which bedroom the mattresses are in you feel need addressing? As for the pillows, they get washed frequently so suspect this is the cause of the shape; we can get those replaced, thank you for letting us know. The pans in the kitchen were replaced last year, they are red with white nonstick surface; are these the ones you're referencing? Dish scrubbers should have been found under the sink, they are the nylon scrubbers that don't hold mold and bacteria. We forgo actual sponges due to infection control practices, this is also why we don't supply food products that can be used among multiple guests. We can't guarantee any food product has been stored, used properly and nothing has been added that shouldn't have been. Too big of a risk to our guests. We do have two 50 gallon hot water tanks for the house so surprised you ran out of hot water as we haven't had that issue reported before. We will have them looked at them to ensure they are working properly. We appreciate your feedback and will address.

Hi Paul, thank you for this feedback. We had to hire a new cleaning crew for this season and are struggling with them. Most of what you mentioned should have been addressed by the cleaning crew and our apologies it wasn't. This includes hot tub maintenance which they are instructed to shock the tub after each rental so thank you for mentioning this. We will work with them to improve their overall service. The Router was a new one for us as that has been incredibly stable since we replaced to this new internet service about 2 years ago. We will contact the company to inquire about a replacement router. While the mattresses are about 4 years old the pillows were replaced this past spring but will look into them to ensure they are the ones we replaced them with. Again, apologies for having to content with these issue but thank you for bringing them to our attention so we can address immediately.

Pranay, We always appreciate guests taking the time to provide reviews as it helps to either promote the home to future renters or provides feedback to make improvements. In regards to your review, we would like to add comment to details that would add additional clarity to items missing. The rental party before you did significant damage to the home, littered the property, damaged the hot tub, and drained 2,000 gals of water from the tanks; which has never occurred. Your reservation had a one day gap to turn the house over during what was the worst snow storm in the last 6 years. When we learned of the damages, we drove 4 hours to coordinate with additional housekeeping resources, a contractor for repairs, and ran three truckloads of water in a snow storm ourselves to make the home ready which we were on track for. Then the pipe failure you referenced resulted in ankle deep water flooding the basement where two of the five bedrooms are located. This unfortunately occurred approximately two hours before your expected check in. We immediately called you and received your voicemail box which was full and therefore could not leave a message. One member of your party arrived early and we explained the situation. They were very concerned about the money that had been spent for the reservation which we explained we would cancel the reservation and refund in full due to the flooding as we could not predict when the repairs would be completed. As we knew you purchased non-refundable ski passes from Snow Shoe, we worked to find alternative accommodations for your group. We asked a nearby B&B to provide discounted accommodations during this unfortunate event, which they did. We understand you felt their rates were excessive and insisted they lower them further for your inconvenience, which they refused. The B&B only had availability for the weekdays and not weekend, so we worked with contractors to repair the damages from prior renters in hopes of having available for you if needed over the weekend. We remained in constant communication with you through VRBO, texts, and even phone. We were unaware you booked another house to rent for the remainder of your trip even though we were in constant messaging. Once we communicated to you we should have everything fixed by Friday evening and that if you still needed a place to stay, then rebook the house through VRBO; you chose to cancel your other booking even with the knowledge that you would lose 50% of the rental costs. We do not understand why you would return to our home, given you secured a non-refundable reservation elsewhere. To be clear, we never stated the stay at our home would be at no cost; this may have been an assumption or even a belief of entitlement on your part. You then didn’t respond to our messages, used the key code from the canceled reservation and entered our home without our knowledge or having rental agreement in place. We immediately reached out when we were told by neighbors you were there and explained you were without a reservation and you need to book via VRBO; beyond payment, there is an insurance and liability issue in play. You then reserved through VRBO but refused to pay for the reservation unless we lowered our rates to one you choose; arguing first that the cost be 100% comped and then demanding less than the original cost per night that you booked. Once we finally came to an agreement with a 25% discount, you left the home in poor condition and with some damage. While no one can ever predict or expects emergencies to arise, they do create inconveniences to all involved, for which we immensely apologized and believe we did everything we could to remedy the problem and salvage your weekend. Bad things do happen; how one responds to them defines their character and commitments. Characterize people by their actions and you will never be fooled by their words.

Hi John, Thanks for taking the time to review your stay. We would like to address the items you mentioned. Starting from inside the house, your reservation was made for a total of 10 people (6 adults and 4 children) and there were actually 14 bath towels available to your family to use. Each of the 7 beds has 2 bath towels made available per bed; we do list property as not providing bath towels, but have been. Yes, we do not provide wash clothes. The upstairs refrigerator ice maker had the water line cut by a prior renter (no, we have no idea why); therefore, disabling the ice machine upstairs. The downstairs ice machine is fully functional. This was mentioned to you. Ice trays (3-4 in both refrigerators) are left empty between renters, as one should not assume what a previous renter filled them with. Our housekeeping ensures each tray is left empty and clean for you to fill upon your arrival. We believe the time to freeze a tray is far better for guests than not be assured of safe ice. Our housekeeping provides what they believe is an adequate supply of toilet paper and paper towels based off the reservation. COVID cleaning process calls for not leaving an abundance of supplies out as it could contribute to contamination. We apologize if what was provided was inadequate. As a standard, we provide 4 trash bags in each of the 2 kitchens and apologies if this was not adequate. As is common in mountain communities, there is no trash service that comes to the neighborhood; housekeeping takes care of trash removal as part of their cleaning between rentals and instructions for trash management was contained within the welcome letter you received before your trip. It’s unclear why the lever to the toilet required great pressure to flush, but thank you for identifying as it has been replaced and no longer difficult to flush. The internet is hard to explain because in 4 days of your stay more than 120GB of data was used. We can say, since we switched providers nearly 4-years ago we’ve never had an issue nor had complaints. Internet in that entire area is a challenge in part due to the nearby blackout zone and impossible for several homes. Knowing we’ve never had an issue until your stay is difficult for us to explain. We stream movies and have video conference calls there without issue. With our cell booster on the roof, the homes cell services is actually rather strong. To move to the outside items: the hot tub defaults to 90 degrees (not 55) when not in use for several days. This is a standard manufacturer setting in the USA that we cannot change. General problems to hot tubs do occur when the water is left below the water intake, causing the motor to run dry and jets to continuously pump cold air. When too many people enter a hot tub, it overflows and the water must be replaced to assure water continues to flow into the intake. There is a means to ensuring the water level stayed above the filter, this was explained in the welcome letter you received. Once we explained the process to you on the phone, the tub heated to the correct temperature and functioned fine. Again, thank you for the feedback.