Blizzard Blowback

[Momma Smurf]

We sent out a proactive email to all of our guests this past Friday saying: "We wanted to let you know that you are welcome to reschedule your reservation for this weekend. The impending storm looks like travel returning home on Sunday will be difficult." Three sets of guests chose to reschedule. Three sets came.
Guest JH (who lives an hour away) replied: If you have the means to shovel us out, we would still like to come, we have an SUV with all wheel drive. Worse case scenario, we stay an extra day and leave Monday morning.
To which I replied: "We have shovels, and will depend on the snow plows."
They arrived Friday afternoon, loved their room and the house, came back from dinner delighted by our suggestion; oohed and aahed over the special gluten-free version of breakfast that we had made just for them; and we had delightful conversations with them.
Then the TV weather forecast changed, placing us in the bullseye of the storm with hurricane force winds due to two storms colliding later on Sunday. They asked to stay another night and we said fine, but there was a remote chance that we could lose power. We pointed out that their room has a gas fireplace, we have battery-operated candles, and a propane stove to cook on and had bought extra food. However, when they thought we might lose cable and internet that seemed to be a deal breaker. So Poppa volunteered to get up and serve breakfast an hour early at 7:30 on Sunday, so they could escape during the "predicted gap" between storms. Both couples agreed this was the best option.
So JR and hubby had all of Saturday to go out; went out to their dinner package that night and were home snug by their fireplace by 8:30 PM. There were no high winds. Poppa got up early, made them another custom gluten-free breakfast (which they even photographed), and went out to shovel the steps, to discover that the storm had moved much quicker than forecasted and had dumped 21 inches of snow on us rather than 3-6!
Meanwhile, JR went upstairs to pack and wrote this note in their room journal:
"Despite having to cope with a snow storm, then a blizzard, our hosts were perfectly cordial and accommodating. They even got up extra early to make us breakfast so that we could make our "escape" between the storms. Beautiful home in a pristine setting. Next time, we we'll come in April!"
Her husband had gone to clean off the car, was able to drive it around to the front porch, when Poppa discovered that the base of our 400 foot driveway had been blocked by a high ridge due to the town's plows. Our contracted plow service had not yet arrived, so he picked up a shovel and went down to shovel it out. JR's husband followed with another shovel, and they were out of here in TEN MINUTES. Afterwards, Poppa had to skim off layers of snow and help push our other guests' front wheel drive car down the entire driveway. We had repeatedly told both sets of guests that they were welcome to stay as long as they wished. Our plow guy arrived well before checkout at 10 AM. By then the snow had ended.
Around 5:30 that night, we received this Jekyll & Hyde email from JR:
"After looking through our emails, I realize that it would have been helpful if you had told us that you do not have a snow blower and that we would have to shovel ourselves out of your long driveway in the storm. If we had known this, we would have cancelled. But your email made it sound like that if a lot of snow fell, you would have the means to shovel us out. I don't think we expected having to shovel ourselves out of such a long driveway. Frankly, that was ridiculous.

I realize that weather is unpredictable and weather reports are unreliable, but I think you owe it to your clients to forewarn them that you do not have the means of shoveling them out of a very long driveway. That, coupled with the possibility of losing power--would have resulted in a different weekend for us. Withholding this information from us resulted in our making an uniformed decision, which resulted in a miserable weekend.

All in all, we feel like the weekend was not restful and that you could have done a better job informing us of all the eventualities surrounding your inn. You did not make us feel very welcome and we will certainly not be back."
Split personality? We suddenly morph from " Despite having to cope with a snow storm, then a blizzard, our hosts were perfectly cordial and accommodating..." to "You did not make us feel very welcome and we will certainly not be back."
Ten minutes of voluntary shoveling the town's snow, so they could leave early becomes the entire 400 foot driveway? They were out of here before 8:30, which is the normal time we serve breakfast . Our plow guys have never failed us.
This is the first time we've ever sent out a proactive offer to reschedule, only because we worried about folks driving home safely on Sunday. We usually just wait for them to contact us. Are we supposed to outline every possible eventuality to adults who choose to come in a blizzard anyway? We are baffled. I wrote her back a very even-keeled email and she simply replied: "I knew you would not understand. Please do not contact me again." And she's going on TA, I just know it.

 

[Morticia]

Wowzer. You let them know there was a blizzard coming, let them reschedule with no problem, told them you had shovels (not a mechanical snow machine), they were helped in every way possible, NOT asked to help with the shoveling and nothing bad happened in re power outages, etc, but it's your fault she had an argument in the car on the way home because there were whiteout conditions on the roads between you and her town?
Did I get that right?
If she goes on a review site I would copy her note in the guest book as my reply.
My guests were stuck on the train for 6 hours. I doubt that's going to be my fault.

 

[Momma Smurf]

I think she'd fantasized about this weekend in her head for months. Even though they really did enjoy themselves while here, it would have been oh so better if they had rescheduled to nicer weather and conditions. So now she can't accept the blame for her own decision and is grasping at anything she can, to put the onus on us, and not have to live with her own guilt. (I have a degree in Psych, can you tell?) Though, she has a PHD in English...
As you know, we have had plenty of snow here over the years, and every single time folks have always pitched in to dig out. We don't ask, they just do. It's the New England way. Our last snowed-in blizzard yielded repeats who have been back thrice since, and still talk about their adventure.
We also had the shower drain freeze in one of our bathrooms, so the two young women cheerfully went upstairs to use another room shower. And an ice dam was overflowing and streaming down the walls of the unheated sun porch of the guest suite where the other folks were. Poppa set up a plastic sluice into a trash can; but still had to empty it on occasion.
All in all, we were quite impressed with how we had coped, until we got her email.

 

[TheBeachHouse]

That is incredible. what got up her b utt? No one likes a blizzard! Sounds like you did what you could. And even more.
Our blizzard couple were so sweet. I guess we got lucky.

 

[JBloggs]

Momma and Poppa I am so sorry to read this, and I wish to give you both a warm hug right now. As unpredictable as the snow storm/blizzard was, human beings are even more unpredictable. Keep your chins up!

 

[Momma Smurf]

Momma and Poppa I am so sorry to read this, and I wish to give you both a warm hug right now. As unpredictable as the snow storm/blizzard was, human beings are even more unpredictable. Keep your chins up!

.

As unpredictable as the snow storm/blizzard was, human beings are even more unpredictable.

Perfect JB! I will begin our TA response with that if need be!

 

[gillumhouse]

So sorry they so enjoyed themselves that SHE had to decide they did not in the time it took to get home. Her hubs probably enjoyed himself too much from actually doing something such as shoveling. Too much enjoyment from something that was not a mental exercise.

 

[Momma Smurf]

So sorry they so enjoyed themselves that SHE had to decide they did not in the time it took to get home. Her hubs probably enjoyed himself too much from actually doing something such as shoveling. Too much enjoyment from something that was not a mental exercise..

"not a mental exercise" love it!

 

[happykeeper]

Oh my goodness. That is the worst.
If it were me, I would have to sit down and write a response to the most recent communication. I wouldn't be likely to send it. I might also begin my TA response with as much quoting evidence as I could politely include. It would probably help me deal with it.
Stay warm and know it obviously isn't about you.

 

[Lea Ann]

In my best southern accent "bless her heart" aka she's a little touched in the head.

 

[JimBoone]

Please don't let them get you down, unfortunately we all get that sort from time to time, it seems the more you try to do for folks the less it is appreciated. Had a fellow wake me up Saturday night, "can he leave his car in the parking lot as he can't get to his rented cabin down the road", with limited parking I suggest the drive of the empty house next door, today when I'm trying to clean our parking lot he's back, "can I stop and run over and clean the driveway next door for him to make it easier to get his car out". The nicer you try to be the more that is expected.

 

[Lee2014]

Sounds like the trip home wasn't so good and you are getting blamed for it.... they should have stayed an extra day or two. But look on the bright side, they aren't coming back...unless they change their minds again!!!!

 

[Arks]

Reminds me of the verse from Hebrews: Be not forgetful to entertain strangers: for thereby some have entertained angels unawares.
In this case: Be not forgetful that when you entertain strangers, sometimes you have entertained crazy people unawares.

 

[Lee2014]

Reminds me of the verse from Hebrews: Be not forgetful to entertain strangers: for thereby some have entertained angels unawares.
In this case: Be not forgetful that when you entertain strangers, sometimes you have entertained crazy people unawares..

Reminds me of the verse from Hebrews: Be not forgetful to entertain strangers: for thereby some have entertained angels unawares.
In this case: Be not forgetful that when you entertain strangers, sometimes you have entertained crazy people unawares.

 

[Copperhead]

So sorry Mamma S. clearly this nut case had trouble on the ride home and now somehow this whole mess is your fault. NOT.
Not sure if TA would accept your reasoning to not post her review if one is written but I would let them know anyway on the off chance they will. I know this is usually for threats but it is worth the try.
Fingers crossed that she comes to her senses and puts her imagined problems to bed.

And a song for you to shake it off! https://www.youtube.com/watch?v=nfWlot6h_JM#t=214

 

[Silverspoon]

If she does write a review on TA I would respond that you were stunned. Include a copy of her note from the guest book as part of your response, along with your own comments about your initial e-mail offering to reschedule. It will make her look ridiculous at best. And in the review you can always ask her to contact you to discuss the matter. If she does, you can point out how ridiculous she looks and request that she pull her review.
So sorry this happened. This is exactly why we have decided to close during the winter. The hassles of unhappy guests, complaining about the unpredictable weather are simply not worth our time, effort and emotional stress.

 

[Morticia]

If she does write a review on TA I would respond that you were stunned. Include a copy of her note from the guest book as part of your response, along with your own comments about your initial e-mail offering to reschedule. It will make her look ridiculous at best. And in the review you can always ask her to contact you to discuss the matter. If she does, you can point out how ridiculous she looks and request that she pull her review.
So sorry this happened. This is exactly why we have decided to close during the winter. The hassles of unhappy guests, complaining about the unpredictable weather are simply not worth our time, effort and emotional stress..

Definitely why I'm happy we closed for some of the winter. Almost everyone in town did this year.

 

[Momma Smurf]

If she does write a review on TA I would respond that you were stunned. Include a copy of her note from the guest book as part of your response, along with your own comments about your initial e-mail offering to reschedule. It will make her look ridiculous at best. And in the review you can always ask her to contact you to discuss the matter. If she does, you can point out how ridiculous she looks and request that she pull her review.
So sorry this happened. This is exactly why we have decided to close during the winter. The hassles of unhappy guests, complaining about the unpredictable weather are simply not worth our time, effort and emotional stress..

She has already replied:
Please do not contact me again.
I did submit a warning to TA yesterday, after I saw her snooping on our website via GA.
If I do need to submit a response to TA, it will be pretty much a pared down version of the above. I know you all encourage responses to be short and sweet, but I tend to make them long narratives and they work.
A funny thing happened recently to reinforce my lengthy responses. We need to refinance, and when we met with Bank VP the first thing out of his mouth was: "Wow! I can't believe what jerks you have to deal with. And your responses were excellent, very professional, and on the high-end corporate level. It shows how much you care about your business." My reaction: Wow! So great to hear positive reinforcement AND Whattttt, now TA is influencing bank loan decisions? OMG

 

[Morticia]

If she does write a review on TA I would respond that you were stunned. Include a copy of her note from the guest book as part of your response, along with your own comments about your initial e-mail offering to reschedule. It will make her look ridiculous at best. And in the review you can always ask her to contact you to discuss the matter. If she does, you can point out how ridiculous she looks and request that she pull her review.
So sorry this happened. This is exactly why we have decided to close during the winter. The hassles of unhappy guests, complaining about the unpredictable weather are simply not worth our time, effort and emotional stress..

She has already replied:
Please do not contact me again.
I did submit a warning to TA yesterday, after I saw her snooping on our website via GA.
If I do need to submit a response to TA, it will be pretty much a pared down version of the above. I know you all encourage responses to be short and sweet, but I tend to make them long narratives and they work.
A funny thing happened recently to reinforce my lengthy responses. We need to refinance, and when we met with Bank VP the first thing out of his mouth was: "Wow! I can't believe what jerks you have to deal with. And your responses were excellent, very professional, and on the high-end corporate level. It shows how much you care about your business." My reaction: Wow! So great to hear positive reinforcement AND Whattttt, now TA is influencing bank loan decisions? OMG
.

Good to know about the reviews being seen as professional. I know everyone (banks, insurance, inspectors) checks our reviews and availability calendar to assess the biz.
Always good to keep these things in mind no matter what we do.
Another reason to not blab on Facebook about anything bad in our businesses.

 

[Ice]

You went above and beyond.

That is more then alot of hotels give.