Hi Zandrie,
Thank you for your review. I would like to clarify a few points. Our listing clearly states in the very first sentence that we are off the grid. During your stay, there was an extreme snowstorm that resulted in road closures and adverse weather conditions throughout Saturday. We were genuinely relieved that you arrived safely before the roads were shut. This kind of severe weather was highly unusual, and in fact, you were fortunate to stay at a place with a generator. Many other establishments in both the northern and southern berg areas were without power for 3-5 days.
We communicated with all guests regarding the times the generator and pressure pump would be switched on and off, which was only necessary on Saturday. By Sunday, the sun had recharged the batteries, and everything was back to normal. The Wi-Fi issue was also explained at the time—the tower batteries of our internet service provider had died, and the snow prevented them from accessing and repairing the towers.
I also made efforts to keep you informed, including when you were keen to take your two-year-old to see the snow, for which I provided suggestions. Regarding the third person in your party, your child was not booked or paid for, and this was only communicated upon arrival. Despite this, I didn’t charge for the extra guest, even though it goes against my usual booking policy.
I’m unclear about your comment on the single beds being bleached, as these were set up as couches, given there was not supposed to be a third person in the room. As for our cleaning staff being available only on weekdays, that is correct. You did receive a WhatsApp message upon check-in, detailing this information.
It’s worth noting that other guests during this period enjoyed their stay, with some even extending their visit by another night. I understand severe weather can impact a trip, and perhaps avoiding travel during extreme weather forecasts could ensure a more comfortable experience. Despite the challenges, our power interruptions lasted only one day, while other areas were without power for far longer.
This was the first time we’ve ever had to run the generator for over 12 hours straight, which highlights just how unusual the weather was. It's unfortunate that you didn’t raise any concerns during your stay. I could have adjusted the gas geyser, cleaned the braai, or exchanged your dirty dishes for clean ones. I always aim to resolve any issues if brought to my attention.