Glenlaurel Inn

First of all, the Revdex.com sent this second request to us on Friday 8/18/for not replying, we never received the first email from the Revdex.com otherwise we would have posted this response earlierMr***, we are very sorry you could not spend time at our property for the nights you and your friends
originally booked in June 18, for August 9-We immediately sent a confirmation email back which included the below cancellation language along with other information concerning our policesPlease note our Cancellation Policy:Cancellation Policy: Due to our intimate size, any cancellation affects us significantly Therefore, we adhere to the following cancellation policy: For cancellations or changes greater than days prior to your arrival, there will be $processing feeFor cancellations or changes with less than days and more than three days prior to arrival, you will be charged for one nights stay plus a $processing fee In the event you need to cancel or reschedule three days or less, prior to arrival, you will be responsible for the entire length of your stay plus a $processing On 6/21/our staff reviewed your reservation and sent a Confirmation for First Time Guests to your email with the following section concerning cancellationsCANCELLATIONS: Because of our size, cancellations affect us significantlyTherefore, we adhere to a strict cancellation policyIf you find it necessary to cancel or reschedule, please notify Guest Services about all changes and cancellations during regular office hoursFor cancellations or changes greater than days prior to your arrival, there will be a $processing feeFor cancellations or changes less than days and more than days prior to your arrival, you will be charged for one night's stay plus a $processing feeIn the event you need to cancel or reschedule days or less prior to arrival, you will be responsible for the entire length of your stay, plus a $processing fee. On 6/21/July *** *** called and our reservation team member Sharon and went over the reservation including the cancellation policy sited above where *** *** agreed to the policies regarding your stay in AugustOn 8/6/ days before your stay Mr*** called in and talked to our reservation team member Kerri to cancel the reservationKerri indicated you would be responsible for the first night room rate of $plus a $feeThe entire cancellation policy was explained to Mr*** at this timePer our policy we should have charged $x nights plus $processing fee or $and only charged the $plus $processing feeThe couple that were coming for the same period and for nights also cancelled days prior to their arrivalOur policy we should have charged them $but only charged them the same $plus $processing feeOn 8/8/Mr*** called and left a message with Richard B*** our General ManagerMrB*** called and left a message with Mr*** the same day.Unfortunately, you were not able to make it here to Glenlaurel and cancelled on August 6thThis is days before you were to arrive (not the days you indicated in your complaint)Our policy states that you are responsible for the entire stay cancelling days or lessWe choose to not charge for the entire stay but did charge for nightWe gave you an exception already by based on our cancellation policyOur cancellation policy is in line with other B&B’s and actually is less stringent than most cancellation policiesWe are a small business with money allocated to staffing and food purchases based on future bookingsWe do our best to manage our inventory of rooms and food to ensure the best experience for our guestIn your situation we had already committed to purchase product and labor for the time of your stayWith your cancellation, we were still responsible for our commitments, but now do not have the revenue to offset the amount we pre-spentIf we did not have some recourse for cancelling days before your stay, we would not be able to stay in businessMr *** is asking for $in his complaint and not the amount we actually charged him of $plus $processing fee for cancelling days prior to arrivalI would like to provide a credit of $for Mr *** and credit of $for his friends who also cancelled at the same time towards their next stay at Glenlaurel if they choose to rebook sometime in the futureGreg L*** Co-Owner

I am rejecting this response because:We cancelled on Sunday which was days ahead of our reservation,not Two of the four of us became ill with a virus I am sure the business did not want spread to other customersThey did not recover until after reservation dateWe understood the policy, however, it makes no provisions for illness,nor does it give an option for trip insurance Upon checking it appeared that our room had been relented anyway so don't understand the problem with services purchased.We were not contacted by the innkeeper