1922 Starkey House B&B

Review: After a half day of driving on June 2 to the [redacted] lakes and a half day hiking, we arrived at the Starkey B&B at 2:50PM. No one answered the door. We returned at 3:30. Still no on was at the address. We talked to a neighbor, he knew nothing. Hot, sweaty and bewildered we found alternate accommodations. Our brochure only had an email for a contact number. I emailed her at 4:06 on Tues June 3 notifying we found new accommodations. She claims to have been available on June 2 at 3 PM. Not so.This otherwise pleasant experience in your fair state has left a bad taste in my mouth. At the least we should be reimbursed 50% of a fee for zero service.Desired Settlement: A 50% and an apology for besmirching the name of New York.

Business

Response:

In response to the complaint filed against my business, 1922 Starkey House Bed & Breakfast Inn on

06/05/2014, dated 06/09/2014 on your letter, and received in my mailbox on Saturday, 06/14/2014, I am

answering the following;

The customer had a confirmed reservation made April 25, 2014, for one room and two nights to arrive

Monday, June 2, 2014 between 4 and 6 PM for their first night's stay. A check-in time of 4 to 6 PM was

stated within their confirmation e-mail. A reminder e-mail was sent to them the prior week on May 26, 2014.

As my staff and I were present on the property waiting to welcome our guests for that evening, this

customer and his wife did not arrive.

After awaiting their arrival with a no show, I sent another reminder e-mail to the customer with hopes they

would get the message on their phone and call me to say they would be late or for whatever reason they

did not arrive in the check-in time frame. I called the number provided on their reservation in hopes of

reaching them. I received no call or e-mail indicating why they did not show up.

I called the customer's Canadian phone provided in the reservation again, left a message to say I was

beginning to be concerned and asked if everything okay with them. I sent an e-mail to the address provided

on the reservation to ask where they were and that I was concerned that they may have had trouble or an

accident, and would they please contact me as soon as possible. I received no call or e-mail from them.

On Tuesday, June 3, the customer left mean e-mail later that afternoon. He indicated that they had arrived

the day before at 2:50 PM and that nobody was here. He said they waited until 3:30 then left. He said that

the sign in front of the house indicated a 3:00 PM check-in time and that my website says the same. He

also indicated that the place was "shabby."

I have no sign in front of the house that indicates any check-in time.

My website and all other places that I advertise indicate that check-in time is between 4 and 6 PM. Also,

that if this time is not convenient for any guest, especially late arrivals, they should call and e-mail me to

arrange a different time of arrival. The email confirmation they received indicated the proper check-in time.

None the less, someone was here at the house during the time they claimed to have arrived.

I think that if anyone looks at my website www.[redacted].com or any other place where pictures of

my establishment are listed they will not understand why this customer would say that the house is shabby.

It is beautiful, well appointed, and well-kept.

I have never had a situation like this happen and I do believe that this couple arrived at the wrong bed and

breakfast. Based on how they described their experience, the times, signs, website information and

condition of the property were incorrect and purely wrong. I don't understand why they never called or

responded to my multiple attempts to reach them.

I do hope their experience in visiting the [redacted] Lakes Region will be better the next time and that they

would at least have a kind courtesy to call an innkeeper, as others would anything is not quite as they had

expected.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The lady doth protest FAR too much. The salient fact is no one was present at 3 and 3:30 PM. We were at the correct address as I spoke to a neighbour picking up his kids from a school bus. Even he remarked on her, shall I say, eccentricities. She is correct when she says she sent numerous emails which I received the next evening when I checked may mail. By this time I was 'fed up', especially the shabbiness of he house and her manner.

Regards,