Bashford Manor Bed and Breakfast

Business Response to a
Complaint
...

Complaint
ID#:


[redacted]


Company
Name:


The
1796 Bashford Manor Bed & Breakfast


Company
Contact:


[redacted]


Company
Phone:


502[redacted]


Company
Email:


[redacted]


Person
Who Sent the Complaint:


[redacted]


Staff
Member:



Response:
First,
thank you Revdex.com for this opportunity to respond to complaints in a fair and
factual way. It is an honor to work with you and tell more about our award
winning National Historic Landmark and it's prize winning renovations on the
Revdex.com venue. Our website and virtual tour illustrate the suites offered,
including the beautiful new 2 story Garden Suite's romantic dormers and
rooflines of the second floor. This suite offers guests 2 bathrooms! One with
shower and one with whirlpool tub. It is very popular because of its
versatility with a stain glass French door separating the first bathroom and
shower from the first floor sitting and/or sleeping area and a solid wood door
separating the second bathroom from the first floor bathroom and stairwell
ascending to the second floor with its separate bathroom and sleeping area. It
can accommodate 4 people with 2 on each floor, each with separate outside
entrances and private decks, and both interior and exterior staircases. The
first floor is 10 feet tall with lots of tall windows to take advantage of the
garden views. The second floor has several dormers with large windows that
naturally curve down into some smaller spaces. My 6'8" son often stays
here when visiting. The guest with the complaint may have not considered all
the possibilities for who sleeps where and uses the 2 facilities at the time.
This is the first complaint on the Garden Suite we have heard. The second floor
bathroom has partition walls separating the whirlpool tub and the rest of the
bathroom from the sleeping area. The first floor has a solid stained glass
French door separating the bathroom with its shower from the sleeping area. We
invite you to visit and enjoy this suite and the many others in the historic
Manor or The Carriage House. There is clearly stated in the reservation the 2
day cancellation policy, customary in the hospitality and B&B industry. We
had already refunded this customer all but the first night which she cancelled
the same day, not one or even two days before the reservation as the policy
clearly states, which would mean she owes us the second night as well which we
had already refunded as previously stated along with any other nights she had
reserved. We had already planned, shopped and were prepared for their
breakfasts for her party of 3 as well. And when she called me to explore her
possibilities to increase her refund during our family Easter gathering, I took
all the time she demanded to listen and review all she had to say and repeated
the 2 day policy again and invited her to revisit the website and reservation
process before wishing her happy holidays and our mutual end of the
conversation. She had no problem she stated in finding alternate accommodations
after they had left our property. We find no impropriety in our policy or our
way of upholding our policy and appreciate this time to state our perspective
as a small family run business.
Sent on:
4/25/2014 2:02:33 AM