Cabaña acogedora con cubierta enorme!

It was a pleasure to host you and so glad you enjoyed your time in the Catskills with us. Look forward to seeing you again!

It is unfortunate that Mr. Lombardi and his wife decided that they were unable to stay at our cabin. We are always happy to communicate and work hard to resolve any issue that might arise before or during a guest’s stay. Unfortunately, Mr. Lombardi did not give us the opportunity to do so. While we are sympathetic to anyone with medical or other special needs and do our best to accommodate them (or, alternatively, let them know that we can’t, this is only possible when there is prior communication of such conditions or needs. In the case of the Mr. and Mrs. Lombardi, at no point prior to their arrival were we informed of this, asked about the firmness of the mattress, etc. The communication received on February 10 from Mr. Lombardi regarding his decision not to stay is reproduced below in its entirety. START QUOTED TEXT Hi- Wanted to let you know that we won't be staying at the cottage after all. We arrived around 4:30. As I was bringing things from the car, my wife sat on the bed to try it out. She suffers from severe arthritis and knew she wouldn't be able to sleep on it, so we had to leave. The key is on the table where you left it and we lowered the heat. Just wanted to inform you that we weren't staying. - Andrew END QUOTED TEXT I acknowledge that I should have responded to this communication, and apologize for my failure to do so. But, frankly, I was at a loss as to how to respond. The reservation was not cancelled, the online calendar remained blocked, and the cabin remained unoccupied for the weekend. For the record, the mattress in question is a firm queen-size mattress, recently purchased. It is in no way defective or substandard. I have had communications from other guests who liked it so much that they wanted to know where we had bought it. Mattress firmness is very personal matter. In my case, a too-soft mattress can throw my lower back out and leave me in pain for days. When I travel, I make every effort to ensure that I will have the kind of firm mattress that suits me. Two weeks ago, I received a communication from HomeAway indicating that Mr. Lombardi was seeking a full refund by reversing the credit card charges. The matter is still pending. Again, we enjoy and appreciate communications with guests prior to and after arrival. No question is too detailed or seemingly trivial. We want all our guests to enjoy their stay, and we want to enjoy hosting you.