Due to a State of Emergency in upstate NY Dec. 24-25, 2022, the roads were closed and the Canada-USA border was closed. I was not permitted to drive to NY from Canada. I contacted the Ridge as soon as I was turned back at the border. While the desk agents were very nice, the hotel manager deferred returning my calls (and the calls from Airbnb) and didn't make a decision about rescheduling my reservation dates until 3 of my 5 booked nights had passed, and denied providing a credit or partial refund. Considering that there was a State of Emergency and the roads were closed, and that I contacted The Ridge immediately, I am extremely disappointed that the manager did not act more quickly and denied a refund. Airbnb also refused compensation, despite the fees that are provided to them for customer service.
I will not be using Airbnb again, and I do not recommend The Ridge. Complete absence of customer service or holiday generosity.