Fantastisch Haustierfreundliche Familienunterkunft im Hochland

To protect myself from claims of dishonesty or misrepresentation, all quotes in speechmarks ("...") are taken from property descriptions or messages between the guest & myself. Heating & Cooling: Frogsong STRAWBALE Cottages provide..."passive solar & energy efficient principles & materials in a comfortable small footprint design"... "The triple earth rendered thick strawbale walls, 5 star energy rating, ceiling/shared wall & wafflepod floor insulation, north facing prospect & double glazed windows maximise heating/cooling for all seasons, plus floor & ceiling fans / generous supply of extra doonas/throws/hot water bottles for those extreme weather days. " AQUA cottage has an..."Open plan lounge dining area, with wood burning heater for winter & cool nights". A wood burning heater best suits strawbale for its radiant dry heat, damper control & use of a ceiling fan on low. We provide daily 2 bins of wood logs+1 bucket of kindling. Tamara arrived as planned about 8pm on 7th after half a day at the snow. We had lit & maintained the heater an hour before her arrival on 7th (as per welcome letter),the heater was working well & I explained how to re load it for maximum warmth. I recommended adding the hot water bottles to the beds before retiring. Text message approx 1 hour later: "Would I be allowed to plug a little heater in if I got one from the k hub?" (my reply) "I'd prefer to light the fire during the day before you get home as it will more quickly warm the cottage -the earthen walls will hold the heat longer. By all means get a heater as an added boost...". Her response, "I'm only conscious of getting home late tomorrow night" & "If you could do that still it would be amazing." She also wrote: Thank you. We are leaving tomorrow ..." "...6.45am ish.My cousin's place is half an hour away & we leave for the mountain at 8am" As promised, the heater was alight by 3.30 & pleasantly warm each time I checked. The last time I checked Ms Marshall had returned and was hastily collecting her things together. I have no recording of the following exchange: Me: Oh you're back early. But you can feel the warmth from the heater already.. She cried No! No! I didn't want you to trouble yourself! She then said she was leaving. She was gone by 5.30pm, after a night and a day of her booking. It was her choice to leave, she was always welcome to stay. The first I heard of a claim for a refund was in a text at 1.02pm on Friday 9th. "I am actually requesting a refund for 2 nights. Your property clearly states a heater is on site." This is true - a woodburning heater - as she clearly experienced on both days of her stay. Here are our generous cancellation policies: Normal: 100% refund up to 14 days before the booking, 50% refund up to 7 days prior. Covid-19 emergency policy (supersedes normal): 100% refund (or replacement dates) for any cancellation due to Covid 19 sickness, restrictions, etc. applies up to the day of arrival. Tamara doesn't qualify for a refund according to these policies. It appears to me now, that Ms Marshall had planned what I would describe as 'a 3-day Sleep and Go break' at an Alpine resort. She didn't want or need anything from her accommodation except heat at the push of a button. That is her prerogative, and I hope she found it. But with such specific plans and needs you have to read the property descriptions, or even the Welcome email that reiterates our details and inclusions Instantaneous heat is not a feature of Frogsong Strawbale Cottages. Ms Marshall has alleged dishonesty, misinformation, and used thinly veiled threats in her claim.This is distressing for me and damaging for my business if it is believed. Over the last 11years I have built a reputation with VRBO, Stayz, HomeAway and Frogsong's many guests for being a welcoming and caring host. Most particularly, in ensuring that bookings affected by the Pandemic are fully refunded or replaced, & by establishing a Covid Safe plan with 72 hours pre and post booking for cleaning & preparation - that means a 3 day booking constitutes a 9 day block out on my calendar. For these reasons, I reject Ms Marshall's accusations and her claim for a refund.