We did write to inform this guest of an impending storm that was heading in our direction on the morning of his arrival and told this guest that we would honor a refund for his first night - for safety concerns – if the guest was unable to make it on his check-in date. The guest called us, quite unhappy, to let us know that he was driving 60 m.p.h. on the freeway and there was no storm (he misunderstood our message and believed that we would not have the house ready for him.) At 2 p.m. he phoned to say he was at the local grocery store – and merely 15 minutes from Erik’s Ranch. We told this guest that the house was ready and the public service roads and our driveway were indeed passable and our staff was there and ready to greet them. We were even happy to accommodate an early check-in. This guest, however, mentioned he wanted to spend time with his son and stayed elsewhere for the night– a choice outside of our control. Our Christmas decorations were installed the next morning (delayed due to the storm in Bozeman).
Our guests are critical to not only the development of our organization but so too in the development of the young adults with autism we serve. As such, we take great care in the wellbeing of our guests, where their comfort is of our utmost concern. However, this is also rural Montana, where there is no daily turn-down and we provide only light housekeeping for guests stays exceeding one week (as was the case for this guest) as explained in our compendium this guest received well in advance of his stay. In addition, I took time away from my family over Thanksgiving to show the house to his lovely spouse, Cynthia. We did discuss that this is a self-service accommodation. Guests are responsible for their own care and have use of a laundry room. These guests did request that we wash the kitchen floor, which we did, though normally not a task that is done, nor requested by guests. Our exemplary care and customer service has garnered us highly sought-after awards on (Website hidden by Airbnb) TripAdvisor and we are now entering our third quarter as an AirBnb Superhost. We are also a start-up not-for-profit serving young adults with autism and every dollar counts. We elected not to refund this guest for the night because he elected not to travel to the Lodge even though the storm had not yet come, thus making conditions favorable and passable, which we communicated to him.