Large Family Lodge Masthope close to Narrowsburg

Thank you for your feedback. We strive to provide every guest with an exceptional experience, so it's disappointing to read comments that do not accurately reflect the condition of the home or the extensive efforts made during your stay. The home was professionally cleaned immediately before your arrival, and we have date-, time-, and GPS-stamped photographs taken approximately one hour before check-in documenting that it was in immaculate condition. While we understand that cleanliness can be subjective, the home was thoroughly cleaned and prepared prior to your arrival. The primary concern during your stay centered around the grill. The grill was fully functional; however, it was an older unit and the burner shields had some surface rust from normal outdoor use. The owners had already ordered a brand-new replacement before your concerns were raised. Despite it being an extremely busy Fourth of July holiday weekend, we expedited the delivery and assembly of the new grill as quickly as possible. The only remaining step was connecting the propane line, which is the same simple connection guests make when replacing a propane tank. You advised that you did not wish to do that, and we respected your decision. Throughout your stay, we responded promptly to every concern, reimbursed you for the cookware you chose to purchase, arranged for a brand-new grill to be delivered during one of the busiest weeks of the year, and provided an additional goodwill credit. We genuinely made e

Thank you for your review. We take guest concerns seriously, but there are several inaccuracies that need to be clarified. First, the walkway to the home was cleared prior to your arrival. Even in the photo you referenced, a clear path is visible. The snow pile shown is in front of the garage door, which is approximately 50 feet away from the main entry and not part of the access point to the home. Regarding the temperature, the home was set to 55°F between guests, which is standard practice in winter months. The owners turned the heat on prior to your arrival; however, due to a significant and sudden drop in outside temperatures, it required time to fully warm. Once you contacted us, we actively worked with you and continued increasing the heat, and the home ultimately reached a comfortable temperature. Additionally, system data shows the home never dropped below 65°F, and the thermostat image shared in your review does not reflect the actual readings from the property. We also repeatedly asked you to check a clearly labeled boiler switch in the basement (marked with a red plate stating “DO NOT TURN OFF”) and offered to FaceTime to assist in real time. This request was declined. It was later determined that the switch had been turned off, which directly contributed to the heating issue. Had this been addressed when first suggested, the situation would have been resolved much sooner. As for the toilet, this issue was not reported until your final night. We immediately dispatched a plumber despite hazardous snowstorm conditions. Upon inspection, the plumber confirmed the toilet had been clogged due to excessive toilet paper usage, resulting in a service call. Prior to their arrival, you were simply asked to try using a plunger, standard guidance in that situation, not to “handle it on your own” without support. There was, in fact, an active snowstorm during your stay, which understandably slowed vendor response times due to dangerous driving conditions. The home has three additional bathrooms, and the plow service arrived the following morning as scheduled after the storm. Lastly, at no point were you treated unprofessionally or told you “should have stayed in a hotel.” We did explain that this is a private home, not a hotel with on-site maintenance staff, and we worked continuously to assist you throughout the evening under difficult weather conditions. We stand by the condition of the home, our communication, and the efforts made to address your concerns promptly.

Thank you again for your feedback. We’d like to clarify a few additional points to ensure an accurate account of the situation. The thermostat is accessible remotely by the homeowners, who were actively monitoring and adjusting it in real time in an effort to help the home warm up more quickly once the issue was identified. Unfortunately, when a pilot light goes out, it is not something that can be detected through the app, and it requires on-site troubleshooting. All communication and actions taken were intended to resolve the issue as quickly as possible. Once the pilot light was reset, the heating system functioned properly. Given the size of the home and the outdoor temperatures, it is expected that it would take several hours for the house to return to a comfortable temperature. Regarding the driveway, it was treated multiple times during your stay. However, due to the extremely cold temperatures, it is common for melted snow and ice to refreeze quickly, even after salting. This is a typical winter condition in the area and can be difficult to fully prevent despite repeated treatment. Our team, along with the homeowners, made every effort to respond promptly and assist throughout your stay. We truly strive to provide a positive experience for all guests and address concerns as efficiently as possible.