Arrowhead Lake Inn

Please see attachedThis lady booked for one personWhen she came to check in my assistant at the desk checked in two adultsThis at the time was not a real issueHowever, on booking.com it states maximum occupancy are or a family of By the time all the paper work was signed and they were taken to the room children appearedLater that evening it was observed that in fact there were children teenager and adultsShe states in her complaint that the Inn never cleans their roomsIf that were true we would be out of businessPlease see attached the two images of the roomWe are a small b&b with just the nine rooms The room its self has one queen bed / one day bed (day bed which acts as a sofa to sit on)The roll out was not in the room as the booking was for Ault onlyIn her complaint, she suggests there was just the one bedThey checked in,in the afternoon and did not communicate with the desk again for the rest of that dayWhen guests check in they are shown around the Lobby how everything works and given an information sheet (which there is a framed copy on the wall), so they understand how to contact us in an emergencyThe extra charge made was for extra people in the room / breakfast which is normally free but not free when more than the number allowed and the extra abcleaning The lady admits in her complained that she had childrenShe clearly had more than the number allowed in that roomEvery hotel/ B&B has this policyIn her dispute, she states purchase price of $How she arrived to that figure is beyond meHer original purchase price at $which includes the government bed tax at 7%Please see attachedI have also attached the information sheet for the recordYou will see that we offer free and how to connectEmergency contact numberPlease view us on www.lakeviewlodge.com / booking.com / Trip AdviserI did send her the text to say what had been observed and that she was charged accordinglyShe called me some time after receiving the text and spoke for a long time a conversation which did not resolve the issue on the day she had checked outShe also spoke with my assistantDuring the same day on the day she checked outI did not answer any further calls from her as I had explained the situation several timesIn her complaint, she asks for a full refundThey are not entitled as they used and trashed the roomIf you need further assistance, please do-not hesitate to contact us

I am rejecting this response because:
When we checked in our whole family, All of us went into the lobby If there was a problem with a family of the receptionist should have said something She didn't, she proceeded to walk us to our room If she would have told us your policy of charging more for extra people at that time we would have left Your website advertises a sofa bed Now your saying we should have asked for a roll out? There are issues with this First has your website description of the room said it only had a day bed, and we had to request a roll out, we would not have booked the room A roll out bed is not big enough for our twin years olds to sleep in We ordered the room because it said sofa bed, which is wide enough for people to sleep side by side Secondly there is NOBODY at the hotel when we came home for the evening Who were we supposed to get this roll out bed from?I am never going to agree to paying $for this extra cleaning fee Regardless of if there was of us or our whole family in the room Having to make the bed and vacuum the floor isn't anything that should warrant extra fees For crying out loud we didn't even use the shower and I took out most of the trash myself I'm leaving this up to the Revdex.com to look at the pictures you took and see if they think this constitutes "trashing the room"how do you rationalize this notion that a family of should be charged more for the "free breakfast" What if large hungry person eats a whole lot of food, are you going to charge that person more? What if a whole group of people don't eat anything, do they get a refund Either breakfast is free or it's not, you can't have it both ways

Please see attached. This lady booked for one person. When she came to check in my assistant at the desk checked in two adults. This at the time was not a real issue. However, on booking.com it states maximum occupancy are 4 or a family of 4.  By the time all the paper work was signed and they...

were taken to the room children appeared. Later that evening it was observed that in fact there were 4 children 1 teenager and 2 adults. She states in her complaint that the Inn never cleans their rooms. If that were true we would be out of business. Please see attached the two images of the room. We are a small b&b with just the nine rooms.  The room its self has one queen bed / one day bed (day bed which acts as a sofa to sit on). The roll out was not in the room as the booking was for 1 Ault only. In her complaint, she suggests there was just the one bed. They checked in,in the afternoon and did not communicate with the desk again for the rest of that day. When guests check in they are shown around the Lobby how everything works and given an information sheet (which there is a framed copy on the wall), so they understand how to contact us in an emergency. The extra charge made was for extra people in the room / breakfast which is normally free but not free when more than the number allowed and the extra abnormal cleaning.  The lady admits in her complained that she had 3 children. She clearly had more than the number allowed in that room. Every hotel/ B&B has this policy. In her dispute, she states purchase price of $202.00. How she arrived to that figure is beyond me. Her original purchase price at $180.83 which includes the government bed tax at 7%. Please see attached. I have also attached the information sheet for the record. You will see that we offer free Wi-Fi and how to connect. Emergency contact number. Please view us on www.lakeviewlodge.com / booking.com / Trip Adviser. I did send her the text to say what had been observed and that she was charged accordingly. She called me some time after receiving the text and spoke for a long time a conversation which did not resolve the issue on the day she had checked out. She also spoke with my assistant. During the same day on the day she checked out. I did not answer any further calls from her as I had explained the situation several times. In her complaint, she asks for a full refund. They are not entitled as they used and trashed the room. If you need further assistance, please do-not hesitate to contact us.