The Savannah House & Wine Country Inn and Cottages

[redacted]     I am responding to the complaint by Ms [redacted]. Below is a copy of our confirmation email to the [redacted]' on March 17, 2015:     [redacted] and [redacted]        This confirms your stay with us on June 20-22, 2015, in a queen room. Your...

VISA...[redacted] was charged $378.56 [$338.00 plus tax] as a deposit. This charge will appear on your statement as "WINE TRAIL VACATIONS".           You were advised that cancellation is by one month prior to arrival date. Any cancellation or part thereof after that date, is nonrefundable for any reason - unless we can re rent - and any cancellation is subject to a $50 fee.               Check in - anytime after 4pm. Check out - 10am. If you wish to arrive earlier or depart later, the cost is $25/hour, and needs to be arranged as soon as you are able to decide. These arrangements are subject to arrival and departure times of the rentals before and after your reservation.          You may contact [redacted] at ###-###-####.        We look forward to your stay with us.Thank you[redacted]      On June 20, 2015, the [redacted]' arrived at our motel at about 1:30pm, and [redacted] called us on our cell phone because we were not at the motel. We were at the store shopping. He told us they had arrived and, despite very plain instructions in our email above, and also on the phone at the time they reserved in March, he asked if they could check in early. We had left a key to their room in their door lock, and the room was ready for them, so instead of making them wait until the agreed upon arrival time of 4:00pm, we allowed them to enter their room early. We also did not charge them the $25/hour fee arrival before 4:00pm. They saved $62.50.      Soon after being allowed to enter their room early, [redacted] called us back to advise that they had decided not to stay. He acknowledged that he and [redacted] were aware of our cancellation policy - no refunds for any reason after the cancellation date of May 20, 2015 - but they were asking if we would give them some of their money back as a compromise. His reason for wanting to leave was that they didn't feel that our motel and their room was as advertised on our web site [ The Savannah House on Seneca Lake ].The Savannah House on Seneca LakeBetter than a bed and breakfast, simple hotel or motel, or even the average lake rental, The Savannah House Inn offers the ambiance of a bed and breakfast and the p...View onwww.savannahhouse...Preview by Yahoo     They made a point of saying that the room was damp and smelled like mold, and [redacted] was having some difficulty breathing. [redacted] also said he was annoyed with our cat that happened to be sitting outside waiting for us to get back. He went on to say that the photos on our web site did not accurately show the motel - that in person it was different.     I advised [redacted] that his and [redacted]'s accusations were totally, absolutely, without reservation - false - and that we stood by our policy of no refunds after the cancellation date. I also told them that there is no mold at our motel, that there never has been mold, and that each year we have the highest rating on Trip Advisor in this area - and that we are inspected annually by the Department of Health, who considers our motel one of the cleanest motels in the Finger Lakes. They have never found mold or dampness here.     Year after year we get rave reviews. A couple times a year we have a guest show up early to check in. It's rare. Usually when it happens, it is someone who has made more than 1 reservation and wants to check them both out - then cancel one, and take the one they prefer. They each know the cancellation policy, so they feel a need to come up with a reason like the [redacted]' did - that they were misled - which is totally untrue. Our record with the NY Department of Health - and our reviews - both strongly support what we are saying.      We do not plan to refund any money to the [redacted]'. Their claims are outrageous and false.Best regardsPatrick HokeOwner      The Savannah House Inn and Cottages                 on Seneca Lake     Award for Excellence - Trip Advisor