Chris
Rental was inaccessible, poor communication
The driveway and road was completely iced over and resulted in us having to buy chains in order to access the rental. We expected the rental to be accessible considering the area had not received snow in 3+ weeks. The only line on their website mentions "4-wheel drive cars are highly recommended". We did not see any reference to needing changes or a 4wd car in the instructions, emails, or any other communication. It would have been great to know that they are needed to access the rental. In talking with their customer support they stated that it was sent in an email but they were unable to point out exactly where. They then hung up when I asked to chat with a manager. Fair caution to anyone considering booking through this company.
Reply from Buckingham Luxury Vacation RentalsFeb 3, 2022
Thank you for your review, Chris. We do apologize you experienced issues with the icy roads in the neighborhood of the home you rented. During the month of December, we received over 16 feet of snow, a record breaking snowfall. Many of the side streets throughout town still have icy areas, unfortunately. We do have verbiage as a courtesy to our guests regarding snowy road conditions on our property listings that are located in areas where the snowfall can be more extreme. The verbiage reads, "** Due to the elevation and snowfall on the roads surrounding this property during the winter months, 4-wheel drive vehicles are highly recommended. Please reach out to our reservations team with any questions." As the Reservations agent tried to inform you on the phone (many times), this is a purely a courtesy for guests. It is not our job to enforce local laws requiring drivers to carry chains while traveling in the mountains where snow/ice conditions exist; nor is it our responsibility to ensure all our guests are aware of local laws. You were also not hung up on -- the Reservations agent came back on the line to tell you that a manager was not available, and we would not be able to purchase chains on your behalf as that could potentially be a liability to us.


