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Review from Concepcion d
1 star04/11/2023
Last week I reserved two rooms for one night, at the Inn for three guests - my niece, my son and myself. Yesterday, my niece was coughing, sneezing and was feeling faint so I asked her to test for ***** (she is a physician), and sadly she tested positive. I tried calling the Inn but no reply so I emailed them to cancel the reservation. This morning, I called them and a woman *****, told me that she would put no show on record because ***** is not a legitimate reason. Since my call was less than 24hrs I asked if I could just be credited for a future stay. She said yes, choose a date, and shell put my refund towards the reservation. However all the 4-5 dates I gave her were no good! She said I had to pay additional money because the rates given to me by Expedia (which I used) were not available. She even had the audacity to say look for friends, relatives who can come tonight I live in **! Did she actually think I could get three names out of a magic box to travel from ** to ** at a moments notice?? So I asked her to give me the dates theyre open, and I will conform. She said sorry no open dates for the rest of the year. I even suggested April 10 **** but she said sorry their book is not open as yet.I feel that this was a blatant form of discrimination against sick people. I couldve just kept the results and pushed through with our trip! But because I felt I needed to be transparent, accountable and responsible, I called and cancelled as I did not want to spread the virus to the other guests.
Beech Tree Inn and Cottage Response
04/12/2023
As the owner of the Inn, I take all feedback seriously and do my best to resolve and rectify any issues. I have reviewed our security camera footage and was able to hear the conversation from my manager's end. My manager was, in fact, sensitive to the guest's circumstances. This is evidenced by two facts:
Firstly, despite the guest booking a nonrefundable reservation with Expedia, my manager offered the option to change both reservations to a later date. Secondly, it seemed apparent from my manager's responses that the guest was unhappy with the price increase. My manager explained that rates fluctuate based on day-to-day availability and seasonality. However, based on the number of times my manager was interrupted as she was trying to convey her thoughts, the guest demanded the same rates even when booking pricier days. Unfortunately, the guest rejected my manager's offer and ended the conversation.
It seems apparent to me that the guest wanted this issue to be resolved in her way, and when that didn't happen, she became frustrated. Although I feel bad that this situation has escalated to this point, I have to side with my manager. My manager demonstrated a great deal of care and professionalism, but couldn't make this guest happy despite all of her efforts.My manager offered the guest an opportunity to speak with me. However, the guest declined, stating, "I don't want to waste my time arguing with your hotel representative or owner." Despite this, I remain interested in speaking with the guest in the hopes of finding a mutually agreeable resolution.
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