Dreamcatcher Bed and Breakfast, LLC

Below please find the response to complaint with the assigned ID [redacted] The guest and her companion arrived at 10:30pm on the Fourth of July to our lodging, Dreamcatcher Bed and BreakfastShe was hauling a U-Haul trailer which we were not aware of as we have no parking for trailersOur chetime is from 3pm-8pm (policy link below) and although she called to tell us she would be late and arriving at 9pm, we did not expect her to arrive so lateOur other guest had stayed up for the fireworks in town but were now in their rooms asleep After helping her with the parking, and showing her the room I went to bed and was awakened minutes later when her companion rang the doorbell and awakened the other guestsShe was looking for me to get permission to refrigerate medication and was not aware that I was in the owner’s quarters upstairs The next morning as I was preparing breakfast, I saw the companion come out of the room to the exterior of the house with two dogsWe do not allow dogs in our establishment (policy link below)We asked the guest why she didn’t tell us she had two dogs and she said they slept in the car in cratesThe guest in the room adjacent to theirs confirmed she saw the dogs go in and out of the room the night beforeWe asked why she lied about the dogs sleeping in the room and she was adamant that she was not lyingMy husband asked her to leave and she said she was not leaving until she ate her breakfast As a permitted lodging in Teton Valley, we are allowed to ask guest to leave if they do not follow our policiesMy husband called the sheriff and explained the situation and that the guest refused to leaveShe then said my husband was rude and asked me for some food and left The guest was never refused her lodging as she slept the entire night in the roomYet her late arrival and then her companion ringing the doorbell very late did "disrupt" the other guests Link to online policy: http://www.dreamcatcherbedbreakfast.com/reservation-policy/reservation- policy.htm Booking.com link (scroll down to the bottom): http://www.booking.com/hotel/us/dreamcatcher-bed- and-breakfast.html?label=gen173nr- 1DCAEoggJCAlhYSDNiBW5vcmVmcgV1c19pZIgBAZgBMcIBA2FibsgBDNgBA- gBAfgBAqgCBA;sid=8e6f09261a62f2b9ae07736fe1904ed0;dcid=1;all_sr_blocks=137537702...⇄ 2_1_0;checkin=2016-08-03;checkout=2016-08- 04;dest_id=20032494;dest_type=city;dist=0;group_adults=2;highlighted_blocks=1375...⇄ 2_1_0;no_rooms=1;room1=A%2CA;sb_price_type=total;srfid=9291da6ca185287b320944f20...⇄ As you can see by our TripAdvisor: and Booking.com reviews, we have excellent ratings and positive reviews [redacted] We do not think she deserves a refund as she was well accommodated and agreed to our policies when she reserved the room (see attached) Sincerely, Aline S***, Owner Dreamcatcher Bed and Breakfast [email protected] 208-201-

My initial response to the complaint is based on the facts as witnessed by us and the other guest that saw their dogs go in the roomThe guest were accommodated with their late arrival, parking a larger vehicle than our parking spaces can accommodate, refrigerating their medication at a late hour and disturbing the other guest by ringing the doorbellThe only service they did not receive was breakfast due to the fact that they lied about their dog going into the room at night as was witnessed by the other guestAs lodging owners, we are permitted to refuse accommodations to anyone who is disruptive on our premisesOur documented policies and their lack of abiding by them was enough for both Priceline and the credit card company to refute their complaint We therefore stand by our decision and will not reimburse the guest

Complaint: ***I am rejecting this response because:
Neither Priceline nor Bank of America refuted the factsPriceline offered a partial reimbursement and Bank of America has accepted the situation as described by us The only entity that has not agreed with us is Visa and we were not allowed to tell them what happened The situation still stands as described in the original complaint and response to complaint Not receiving what we paid for is only part of the issue The larger part is that we were legally discriminated against and treated in not just unprofessional way, but rude, hateful, hostile and threatening We are here to make the situation public, to ask for the situation to be acknowledged, receive an apology and to hopefully help others from being treated the same way.
Again, if we had wanted the dogs in the room, we would have simply said that and informed the owners of their status as service dogs We did not want or need them in the room They were never there And neither my wife nor I made any disruptions or infringed on any rules The closest we came was my wife rang a doorbell at 10:at night and she did so becuase she was trying to considerate and ask for assistance in putting her insulin and medications that are required to be refrigerated in the kitchen The femail owner was still awake when the doorbell was rung and this was within a 5-min of our arrival After this, we went to bed and again we both have significant hearing loss and sleep attached to sleeping machines I have proof we never left the bed until the next morning And then only dogs running in and out of our room did not belong to us, I can only assume they were the owners unless dogs simply run around and into houses unaccounted for in that area I assumed it was their dog and again, can't imagine why they would have it running throughout the house, but it did not bother usJust seemed strange
If the situation was one where we had simply had to miss breakfast, in this case, being something that we paid a significant amount extra for, I think we should be compensated for that THe bigger situation is the treatment, the language, the threatennig, the not affording us the rights listed in this complaint at the beginning If the business owners do not want to follow those laws, they should not be in business You can't operate a public business and discriminate against certain individuls You cannot yell at them, cuss at them, threaten them, call the police and accuse them of something that isn't even happening just because you don't like the way they look or don't agree with their beliefs You have to be able to be professional, to be honest, to be nice, and if you can't be nice, you have to at least pull off decent There was no decency in how we were treated How we were treated when we had done nothing to warrent the treatement.
Sincerely,*** ***

My initial response to the complaint is based on the facts as witnessed by us and the other guest that saw their dogs go in the room. The guest were accommodated with their late arrival, parking a larger vehicle than our parking spaces can accommodate, refrigerating their medication at a late hour and disturbing the other guest by ringing the doorbell. The only service they did not receive was breakfast due to the fact that they lied about their dog going into the room at night as was witnessed by the other guest. As lodging owners, we are permitted to refuse accommodations to anyone who is disruptive on our premises. Our documented policies and their lack of abiding by them was enough for both Priceline and the credit card company to refute their complaint.  We therefore stand by our decision and will not reimburse the guest.

Below please find the response to complaint with the assigned ID [redacted]
The guest and her companion arrived at 10:30pm on the Fourth of July to our lodging, Dreamcatcher Bed and Breakfast. She was hauling a U-Haul trailer which we were not aware of as we have no parking for trailers. Our...

check-in time is from 3pm-8pm (policy link below) and although she called to tell us she would be late and arriving at 9pm, we did not expect her to arrive so late. Our other guest had stayed up for the fireworks in town but were now in their rooms asleep.
After helping her with the parking, and showing her the room I went to bed and was awakened 10 minutes later when her companion rang the doorbell and awakened the other guests. She was looking for me to get permission to refrigerate medication and was not aware that I was in the owner’s quarters upstairs.
The next morning as I was preparing breakfast, I saw the companion come out of the room to the exterior of the house with two dogs. We do not allow dogs in our establishment (policy link below). We asked the guest why she didn’t tell us she had two dogs and she said they slept in the car in crates. The guest in the room adjacent to theirs confirmed she saw the dogs go in and out of the room the night before. We asked why she lied about the dogs sleeping in the room and she was adamant that she was not lying. My husband asked her to leave and she said she was not leaving until she ate her breakfast.
As a permitted lodging in Teton Valley, we are allowed to ask guest to leave if they do not follow our policies. My husband called the sheriff and explained the situation and that the guest refused to leave. She then said my husband was rude and asked me for some food and left.
The guest was never refused her lodging as she slept the entire night in the room. Yet her late arrival and then her companion ringing the doorbell very late did "disrupt" the other guests.
Link to online policy: http://www.dreamcatcherbedbreakfast.com/reservation-policy/reservation- policy.htm
 
Booking.com link (scroll down to the bottom): http://www.booking.com/hotel/us/dreamcatcher-bed- and-breakfast.html?label=gen173nr- 1DCAEoggJCAlhYSDNiBW5vcmVmcgV1c19pZIgBAZgBMcIBA2FibsgBDNgBA- gBAfgBAqgCBA;sid=8e6f09261a62f2b9ae07736fe1904ed0;dcid=1;all_sr_blocks=137537702...⇄ 2_1_0;checkin=2016-08-03;checkout=2016-08- 04;dest_id=20032494;dest_type=city;dist=0;group_adults=2;highlighted_blocks=1375...⇄ 2_1_0;no_rooms=1;room1=A%2CA;sb_price_type=total;srfid=9291da6ca185287b320944f20...⇄ e3a5fbX1;type=total;ucfs=1&#tab-main
As you can see by our TripAdvisor: and Booking.com reviews, we have excellent ratings and positive reviews.
[redacted]
We do not think she deserves a refund as she was well accommodated and agreed to our policies when she reserved the room (see attached).
Sincerely,
Aline S[redacted],
Owner Dreamcatcher Bed and Breakfast
[email protected]
208-201-3691

Complaint: [redacted]I am rejecting this response because:
·         I paid in advance for a BED and BREAKFAST, through Priceline, for a 1 night stay for two adults including a full breakfast with a check-out time of 1100am July 5th.
·         My wife and I were asked to “get off the property,” at approximately 0650 – 0710 on July 5th
·         The male owner was abusive in his language, the volume and tone of his language, his actions which became agitated and violent as he threw things, and his false accusations of us as his guests. 
·         When I contacted Priceline and they asked for the owner’s side of the story, the statement they gave is the exact same statement submitted to you and to Bank of America.  The owners brought up issues about our car pulling a small u-haul trailer, two different versions about our dogs that we had staying in their kennel in our car, and that we did not check-in on time. 
o   One story about the dogs was that we took them to our room in the middle of the night because they were barking.  Another was that they fought some other dog that was on the property. 
§  Neither of these things is true.  Our dogs stayed in our vehicle, in a metal kennel the entire night.  My wife and I are both hard of hearing, we also both wear CPAP breathing machines. We could not have heard our dogs barking as the car was parked too far away from the building.  We also have proof on our CPAP machines that show neither of our masks came off at all during the night. Our dogs are service animals.  THey would have been allowed to stay with us in the room if we had wanted them to, we never even asked because of the way our travel schedule was working.  We have made 3 cross country trips because of my work where we don't have a lot of time to treat it as a vacation.  We have learned it is easier and quicker to leave the dogs in their kennel because of this.  If we had notified the owners that we wanted to keep the dogs in our room, we would have been allowed or they would have violated the Americans with Disabilities law.  
- The owners of the Bed and Breakfast did have dogs, and one of the dogs did come in and out of our room while we had the door open, this would be the only dog that the other guest could have seen coming into or out of our room.  Although we weren't upset about the dog coming in and out of the room, it was a bit unusal to just have the dog free-roaming around the house in and out of the room of a guest.  
o   The check in time issue was never an issue when we checked in.  The priceline site said check in was at 8pm.  We were moving from Washington state to Arkansas and didn't know how long the drive to each destination would take.  We had been in contact with the female owner throughout the day on July 4th, and she had told us it was fine to arrive later than 8pm because they were all going to be up watching fireworks till well past 10pm.  We arrived at 1010 and another car actually pulled in after us.  I have a voicemail on my phone from the email owner explaining that the late arrival would be fine.
o   Upon arrival, she asked that I pull our car completely around the circle drive, I pulled around where we were completely out of anyone's way as there is a large field in front of the property past the lawned area.  I pulled down into it just to make sure.  THis was a small 4X8 foot uhaul trailer being pulled by a Lincoln MKT.  THe total length would have been similar to a full size extended cab van.  THe priceline website indivates customer and non-customer parking is free and all accisble. 
·         The male owner tried to prevent me from getting my wife’s insulin that was being kept in the fridge in the main room of the house.  My wife is type 1 diabetic and had asked permission from the female owner when we checked in if we could store in the refrigerator.  Me opening the fridge to get the medicine is what prompted him to call the “cops.”  If he would have actually not let us take that medicine, her life would have been in jeopardy.
·         Not only did I pay for things that I did not receive, my wife and I both received discriminatory treatment, abusive treatment, completely unacceptable from people who own a business.    I have served 11 years in the military, lived overseas, been part of the corporate world for 15 years where I’ve been required to travel extensively.  During all of my life experiences, never have I been treated the way I was during the time I spent at this business.  No provocation, no justification for what happened to us.  Just simply someone’s prejudice and meanness towards others that made them feel they could threaten and harass us, I will not allow it.  
 
Free private parking as described on website
 
If you look at the original complaint description, we have outlined things that are defined in law as our rights, the ones outlined in our original complaint are the where this company broke those laws.  
Sincerely,[redacted]