I am sorry that Jill found our home unsatisfactory. To clarify, Airbnb left it up to me to decide whether to issue a full refund, as they did not agree with all of her issues based on the pictures & descriptions she sent. I refunded her the full amount she paid and offered to do so prior to her contacting Airbnb.
I provided Jill with my phone number and asked her to call or text me with any issues, as I do not look at my email as consistently (hence the "slow" response - it was within the hour each time she contacted me) Had she texted or called me about the snow issue, I would have been able to resolve it quicker. I also tried to remind Jill that this is the Northwoods in Wisconsin. Sometimes the WIFI is not as reliable as it would be in the center of the city of Minocqua. That goes for the Cable too, it occasionally goes out and needs to be reset. Had Jill texted or called me instead of emailing (which I requested repeatedly in my emails and on the information sheet that I sent her) the situation would have gotten resolved quicker.
As far as our house being unsanitary... As evidenced by our multitudinous 5 star reviews, we do not have an unsanitary home. She sent pictures of a piece of thread on a chair and a random miniscule piece of dirt on the drain in the lower level bathtub. She actually went into our lower level utility closets to check for cleanliness there. I don't know how to respond to that. We have a home that collects dust just like any other home. I don't feel I was sarcastic and rude as much as exasperated at what I felt became a bit of a witch hunt to look for issues in our house. This was AFTER I offered to refund her money.
Airbnb's are not for everyone. Unlike a hotel, I do not have a cleaning staff on duty 24/7. I do however, have a caretaker that can come over and resolve any issues if needed. The caretaker contact information and my contact information is plainly listed on the information sheet that I provided her and if she had called me, I could have had our caretaker come over to try to resolve some of her issues.
I wish Jill's experience would have been better, I wish her better luck in the future with Airbnb's!