Ответ от Rob & Corinne:
Thanks, Brian, we sincerely value guest feedback and hold space for grievances to be aired, but it is crucial to us as hosts welcoming guests to our home that both negative and positive feedback be accurately reflected and based in truth. We also wish you would have voiced your concerns directly to us during your stay, so that we could have addressed them immediately, rather than learning about them weeks after the fact in this review.
Re: "the house was nothing like what we expected upon arrival" - This house was a new purchase. You and your father were our very first guests, and in kind, we offered a discounted rate to you. We had new furniture to move in, being shipped from New York, and a week before you were to arrive, we gave you a heads up that the house would not be fully furnished by the time you and your father were to get in. We gave you an out if this were to negatively affect you both in any way, to which you replied, "We are not picky at all, just need a place to lay our heads." We had a beautiful queen bed in our fully furnished master bedroom suite and office, a Murphy bed downstairs, a large sectional couch, along with a fully furnished ground floor living and dining room space. Our third bedroom was missing a bed at the time, which we alerted you to beforehand, and our second floor living room was missing a couch and entertainment system (these items arrived on the second day of your stay and we do regret and were sorry for that inconvenience to you). We do feel though that, given these circumstances, to say the house was nothing like what you expected was rather disingenuous.
Re: "The kitchen did not have the basic necessities for cooking/cleaning" - This is simply not true. There were pots and pans for cooking in one of the kitchen cabinets (not to mention a slow cooker, toaster oven, conventional oven, microwave, baking pans), plates, glasses, cutlery, dish soap, and plenty of cleaning supplies under the sink and in our kitchen closet. In fact, you and your father DID cook and left the kitchen dirty for our mom to clean upon your departure. She greeted you both and made herself available and on call to help you with anything you might need at any time, as we were out of town during your stay.
Re: "It was a bit of an inconvenience (sic) location if looking to explore Yellowstone" - this is something empirically measurable. We are 33 miles from Yellowstone - about 2 miles from Highway 89, which is probably the fastest road into any of the park's five entrances (this happens to be the original entrance with the Roosevelt Arch). And we made clear in the listing description that our house is located about a 30 minute drive to the park, which is verifiable by the mapping out distance online. That our house is 34 miles away from Yellowstone and is therefore inconveniently located if meant to be a base from which to explore the park, is purely your opinion. Other guest reviews have specifically highlighted our home’s location and proximity to Yellowstone as one of its notable features.
There are a couple of things to keep in mind:
1.You made the reservation for 2 guests only, but—and we can’t know for sure—you may have had 3 guests sleeping there, for when our mom moved furniture in, there were 3 people in the house.
2. You decided to change your travel schedule and depart our home one day early, and we were courteous enough to refund you in full. In fact, we actually over-refunded you in the amount of one night’s stay before the discount. Our gesture was barely acknowledged by you, yet we were under no obligation at all to issue you this refund.
3. The part we feel really bad about was that the furniture arrived while you were at the house and our movers spent about 2 hours moving things in while you, your dad and your other friend were there. This is absolutely a legitimate hassle and not something we could have anticipated, since the furniture was shipping all the way from New York with a 3-week window ETA. Our mistake here was in not giving you a heads up before you arrived that the furniture MIGHT be delivered during you stay.
Overall, you and your father were kind and courteous, yet disingenous in this review regarding the circumstances. Unfortunately, we don’t quite understand why.
Thanks, Rob & Corinne