During Sarah's stay we had winter weather and since it was in December in Alaska that's not too much of a surprise. Sarah told me that her and her family were unable to make it to the property the first night due to weather issues so I voluntarily, without her requesting, refunded half of her first nights stay. Although the highway to Girdwood was open and traffic flowed all night I was doing my best to help her out with her party's inability to make the drive. Regarding the ticking noise she heard from the heater it's important to point out that she's referring to the electric baseboard heaters that are present in each bedroom. These are provided by design so that each bedroom has individual climate control. All baseboard heaters that have ever been manufactured make a slight noise as they heat up due to thermal expansion. The noises my heaters make are not louder than any other heater. She could have turned off the heaters and used the natural gas heater in the main room just outside the bedroom door but she didn't contact me at all about this issue so that I could assist her. Regarding the roof shedding she's describing I personally live in this house. Often through the winter and occasionally, during wet snow or warming events, due to gravity the snow does release from the roof and make a noise as it hits the ground or the shed's roof out back. The house is located in a ski town that receives a large amount of snowfall every year (this is why the skiing is so good) and the roof must shed or it would be unsafe and possibly collapse. Bottom line is that I was proactive with refunding her a significant amount of money even before she left a three star review. Additionally I wasn't contacted about these issues during her stay and therefore unable to help.

It appears Claire enjoyed the house so we are surprised by the three star review. Claire contacted me regarding pricing and self admitted that she didn't review the final price before she hit the submit button and booked the property. She was subsequently looking for a reduction in the rate from me. I always try and help guests and I refunded her a sizeable percentage even though she was responsible for the cost in question. I understand that mistakes can be made, thus my willingness to help where I can. However the three star review doesn't seem warranted as we provided her a large refund for her mistake and she had no apparent issues with the home.