Business ProfileforGetaway House, Inc.

I made reservations at Getaway House for 2 cabins, one for me and my husband and one as a gift to my daughter, son-in-law and granddaughters. About 48 hours before our scheduled arrival, I woke up with a highly contagious infection. My first call was to Getaway to let them know of my condition and to ask to reschedule our trip but found out that customers are not allowed to speak with anyone, that all communications are by text or email only, so I left an urgent message for someone to respond asap. In the meantime, I called my doctor who prescribed medication and advised that I isolate to prevent infecting others. I received a message from Getaway, explained the situation and even sent them a picture to confirm my illness. Because it was after their 72-hour cancellation policy, they said that there was nothing they could do. I explained that I didn't want to cancel, only to reschedule but they declined to help. I asked to speak to a supervisor and spent the next two days pleading my case but to no avail. I offered to pay a rescheduling fee but was told that they would make no exception to their 72-hour cancellation policy regardless of the situation. As if they didn't know, I reminded them that they have $908 of a 69-year-old grandmother's money, who is a returning customer but still, they made no offer to work with me in any way. They did say that they would like to follow up with me to "support" my concerns, but no one has contacted me since Saturday when they emailed a canned request for me to rate my experience with their customer support. Can you please help?