Guests are responsible for getting themselves to and from their destination via map, GPS or other means. I had offered to help with directions in an email prior to their coming, but they did not take me up on this offer. They got confused coming to the chalet and were two hours late arriving. I met them personally in the driveway on their arrival and brought them into the space.
The guests went to Blue Mountain to snowboard from the chalet on their first day here and returned very late December 30. They sent an airbnb communication at 11.47pm that night asking me to call. By their own admission they had had problems with their vehicle on the hill and had decided to park at the bottom.
At the time of their call I was in bed and asleep. At 8.30 am they had left a phone message and subsequent texts. I picked these up at 9.30 am in the morning and called them right away. My son immediately drove them to their car and gave them a recommendation for an alternative route to return. They gave my son one of two sets of keys they had, the other set was not returned at that time. They did not indicate that they were not planning to return. They sent a couple of texts in the afternoon saying they had decided to go home. And then another to ask for a refund
The house was impeccably clean - it was cleaned the day prior to their arrival. I took care of it myself. The sheets and duvet cover were all brand new and had never been used by anyone before. I had made the bed the very morning of their arrival. I am sorry if they found a fly in the bedroom - which I doubt. But to say my house was not clean is simply not true. There is wifi in the space. They did not ask me for the access code so we didn't know they had difficulty using it.
The road they were unable to navigate is Grey Road 30, a municipal road which is regularly plowed since it is used for emergency vehicles, EMS, police, ambulance etc. and by all people traveling to and from the ski club to their chalets as well as those who live in the area permanently. An airbnb host is not responsible for road side assistance nor for weather conditions in a ski area or anywhere else for that matter.
We are not obligated to provide a refund because of circumstances that made a visitor change their mind, and which was entirely of their own making.
Our listing is clear that there is no public transportation. CAA roadside is very reliable. We made no claims to have Taxi service here. We are in the country not the city.