Better Farm, Inc.

Hi there,We agreed to allow this couple to book outside of [redacted] because they claimed to have no internet access, cell phone or email (clearly an error on our part). When the couple arrived, and before stepping foot into the farmhouse, his wife said she didn't feel safe because, in spite of...

them living in a rural setting themselves, Better Farm is "really remote." Clearly, the setting—three miles down a country road—didn't sit well with them. Even in his complaint, you can see his wife was apprehensive before ever being "led on a tour of the house."I'm attaching photos of the only shower in the house without a shower curtain—which is so because it is an open-air, curtainless shower (the large basin in the bottom doesn't require us to use a curtain, allowing for a rainshower unhindered by a vinyl curtain. As this couple saw on their tour, two other bathrooms (one upstairs, one down) that are available to guests do indeed have curtains.The couple arrived after a late lunch with our staff, so it is true that the staff kitchen (there is a guest kitchen upstairs which was spotless) had a few dishes in it from the meal that had just concluded. It is also true that two dogs live here—and that there were close to 20 guests booked that evening. Multiple cabins on the property, nine bedrooms, and lofts allow for a full house!Every bed and bath room in the farmhouse has locks on the doors. We leave the entry doors open so guests can come and go as they please—which is all clearly stated in our listing. At the time of booking by phone a day earlier, these guests were told there are no refunds on bookings once within 24 hours of the reservation (a limited number of rooms makes refunds impossible), agreed to that, and booked anyway. During their tour, the couple never mentioned anything about any "squalid" or "filthy" conditions; in fact, following their tour I was approached by the complaintant and asked about my knowledge of the area, my career as a writer, etc. Not a word was mentioned about anything in this complaint–besides the fact that his wife felt, inexplicably, that it was too remote at Better Farm to be safe. Had they looked on a map, researched the area, read any reviews of the farm (hundreds on Airbnb), they could have contextualized the setting.In spite of my approachability and their comfort in chatting with me, the couple also never told me they were leaving—they just left. I have not heard from them since.$45 for a private room, three shared bathrooms, a guest kitchen, included organic, farm-to-table breakfast, 65 acres to hike and explore, and a full, floor-to-ceiling library is a great deal. From our end, we have time and money already spent on our part for staff to prepare meals and rooms; incurred credit card fees for the booking; and the farm tour are all why we do not give refunds within 24 hours of a reservation.Because not a single complaint was lodged regarding cleanliness within the farmhouse while they were here, I can only surmise the issue wasn't cleanliness; it was a disagreement in which the complaintant was trying to get his wife on board with their stay, while she did not like the setting. That is not a contractural breach on our part regarding the lodging we offered. With all due respect, this is a totally inflated complaint that simply is not factual. Please refer to photos.Nicole [redacted]CEO, Better Farm