Business ProfileforThe Inn at Warm Springs, LLC

My husband and I arrived at the Inn at Warm Springs for a two-night honeymoon stay. Upon arrival, we noted a pair of gentlemen sitting outside the room we were supposed to have. They had a large bottle of bourbon and were clearly having a night! We asked for a room upgrade inside the Inn. The gentlemen at the front desk was courteous and showed us two additional rooms, one was a suite. We settled on the suite, as the other room smelled of mildew. A $75 fee was assessed on top of our booking. I agreed. Our first night, my husband began running a temperature of 102. A trip to Urgent Care, and he tested positive for Covid. We decided the right thing to do was tell the Innkeeper and cancel our stay. We returned around 2:00PM, showed the new desk attendant our urgent care paperwork, and checked out immediately. I then asked if there was any possibility of being refunded, and they told me to deal with the third party I had booked through--they refunded the $75. I agreed and said I would contact the third party. The Third Party took my request, contacted the Inn, and were told no, the Inn would not be refunding anything. I called, spoke to yet another desk person, who told me to write the Management--no name provided, only an email address. I emailed the "Manager" and provided the story above, sent copies of the Covid test, copy of the email from the third party contact. What ensued was a rude back-and-forth email exchange detailing third party cancellation policies, hands bound by that, etc. Basically, we were told one thing by staff, and quite another by the Owner, Jarek. When I expressed my disappointment and said my only recourse was to leave a bad review, he retaliated and called me deplorable for asking for something I'm not entitled to, and that this wasn't his problem, he did all he could do. I did not book online, I called the phone number on the Inn's page. The page redirects you to 3rd party reservations. Beware of this establishment.

Thank you for sharing your perspective, though we regret that your experience did not meet your expectations. We understand that navigating third-party bookings can be challenging, and we want to clarify our position on the matter. As you rightly noted, when you book through a third party, the reservation falls under their jurisdiction, and we, as a hotel, are bound by their policies. We made efforts to communicate this to you during your interaction with our staff. Unfortunately, due to the contractual arrangement with the third party, we do not have the authority to modify or refund reservations made through them. We empathize with the situation you faced, especially concerning the third-party cancellation policy. Our team advised you to contact the third party directly to explore any possibilities regarding cancellation or potential assistance through travel insurance, as we recognize these matters fall within their purview. It is regrettable that the resolution did not align with your expectations. We, too, find ourselves bound by the policies set forth by the third-party booking platform. While we understand your disappointment, it is crucial to recognize that our ability to influence reservation adjustments is limited in such cases. We are disheartened by your communications after realizing that you are subject to a third party cancellation policy, which could be interpreted as blackmail. Asking us to refund you for what you are not eligible for or giving us a bad review, leaves us saddened as we are not control of your reservation and have done all we could to guide you to the third party platform , which is where you booked. Our intent was to provide information and offer guidance based on the constraints of your booking method. We encourage honest reviews and believe they contribute to transparency within the hospitality industry. However, we must emphasize that the circumstances surrounding your refund request were beyond our control. We appreciate your understanding of the complexities involved and hope that future interactions, whether with our establishment or others, can be approached with an awareness of the terms associated with third-party bookings.