Mountain Mama — Local services in Harpers Ferry

We stayed at one of Mountain Mama’s cabins in Harper’s Ferry for two nights at a cost of $1,800.36 and had an absolutely awful experience. This was a significant expenditure for a short stay and was intended to support a friend in a highly vulnerable emotional state going through a divorce. On the second night, while preparing dinner, we lost power at 5:00 PM due to a malfunctioning transformer. So, we lost all of our perishables and could not finish cooking. This outage also led to a loss of water (because the well pump was not functional without electricity) rendering the cabin unlivable, particularly in the extreme heat of 98 degrees outside.

Despite contacting the host, who in turn contacted the utility company, the power was not restored until 2:00 AM. Neither the host (who has 24+ properties) nor Airbnb offered any alternative solution or compensation. The utility company’s repair work involved bright lights and disruptive noise for hours, exacerbating the discomfort and preventing any sleep. The lack of running water and electricity made the cabin unusable, including amenities such as the hot tub, making the $900-per-night cost untenable. Given these circumstances, which were poorly managed both by the host and AirBnB, we believe it was reasonable to expect alternative accommodations or other forms of support from AirBnB. Instead, we were left with a stay that failed to meet basic livability standards and significantly impacted our friend’s mental well-being. Therefore, we requested a refund for half of the total cost of the stay, reflecting the major inconvenience and emotional distress caused. We had to fight in order to receive any sort of compensation and finally received $662. I, myself, own rental properties. You do not leave your clients/customers in a situation like this whether you created the problem or not. As a part of property ownership, you pay the cost. I would caution booking with a company who clearly does not care about your safety or comfort. I would also caution booking through Airbnb with their poor customer service regarding unforeseen circumstances.

Not to mention, there were dead gnats everywhere. All of the window sills. Clearly no one even thought to look and wipe them down between guests.

update responding to their response below:

The two-month debacle involving Mountain Mama, Airbnb, and American Express reached a disappointing resolution with your attempt to placate rather than address the severity of our experience. Your failure to proactively check on us during the extensive power outage was a clear lapse in hospitality. The purpose of our stay, intended for relaxation, was completely undermined by the chaos and discomfort we endured.

The miscommunication and lack of follow-up further exemplify Mountain Mama’s dismissive attitude towards guest satisfaction. Your refusal to engage in meaningful dialogue and straightforward decline to offer additional compensation are grievous oversights. We rightfully voiced our concerns and dissatisfaction, yet were met with indifference and rejection.

This experience has unequivocally shattered any trust we had in Mountain Mama’s properties and Airbnb’s customer service. Our review reflects our genuine experience and serves as a caution to others who may find themselves in similar circumstances. Rest assured, we will never consider staying at one of your...

I found the perfect, dreamy place to escape and reconnect with nature along with myself. This property is absolutely stunning! I was immediately impressed from the moment I turned in to the driveway and saw the house come in to view. The landscape although it was the fall time, clearly was well thought out along with the fire pit area with unique style cedar chairs, sitting area, to the decking. Perfectly designed! Upon entering inside the cabin, I was taken back by the almost 180 degree views of the Potomac River, surrounding rolling hills and landscape. Once I began looking around I noticed all of the attention to details. The comfortable, trendy furniture, pillows, books, artwork and the kitchen… wow! I loved the countertops, stove, fridge, toaster and microwave. The kitchen has absolutely everything you need to whip up a gourmet meal for the entire family. I also loved the separate TV/bedroom area from the main area. I found it refreshing waking up to that view, building a little fire and enjoying a cup of coffee while meditating without any distractions from a TV. The Bedrooms are very cozy including the comfy mattress, soft sheets and comfortable pillows. I love all of the little details found in every room. including the lighting. My girlfriend and I especially loved the make up mirror in the front bedroom. And let’s not forget the updated bathroom upstairs with radiant floor heating . A must have on a cold, blustery night. No detail was missed here. We had everything we needed to make our stay one of the best experiences ever! Our Host was very responsive to all of my questions including adding another night. I highly recommend this property and I can’t wait to return or book a stay at one of their...

Hard to find words for this lovely property.

First, the pictures don't do it justice. The house is beautiful, super clean and well stocked. It is well located in the community and feels very private.

The house is very nicely appointed. Some rental properties look like the owner went to a garage sale or raided Ikea. This house is appointed as if it is the owner's home and they are letting you stay in it. It was warm and inviting. Beds were very comfortable.

The house is in great shape and well maintained. Fire pit was a really nice touch for a cool October evening. We used it several times. Deck is nice as well.

The house has a great view of the lake, especially for the front porch and firepit areas. Great for a glass of wine or cup of coffee and a nice book.

We stayed in the middle of October, 2022 and the trees/leaves were spectacular

It is a 1 min drive to the lake access / club house or about a 5 min walk or less. Fishing is excellent and I easily launched my kayak several times. You do have to purchase a pass. Also it was ~1 mile or so from river access and we did some hiking as well nearby.

Rental company was very responsive with a few questions we had. House is about 15-20 min from Charles Town/Harpers ferry. Kitchen is well supplied as well for cooking.

We have stayed in many properties and have owned a short term rental before. This one is top notch. Couldn't more highly recommend 5/5 stars. Would be 10 our of 5 if...