I would like to take the opportunity to respond to the complaint submitted on 5/19/ The guest chose a “non-pet friendly” room and selected that they only had people when making the reservation When they arrived, they arrived with a dog and people Our website clearly states on the first page that we have “select pet friendly rooms” and on the rooms selection page there is a very clear option at the top of the page that says “pet friendly – yes or no” If you choose yes, then only the pet friendly rooms will appear as an option Yes, room does show that there is a max of people, but this guest only selected guests during the check out processHad she selected the correct number of people she was traveling with, 3, then at the time of checkout it would have added $for the extra person When they arrived, we did decide to make the decision to make an exception and allow them to stay in the non pet friendly room for only $(our standard pet cleaning fee), even though we would have had to spend hours deep cleaning the room to ensure no residual dander for future guests (as we make a commitment to our guests that our non pet friendly rooms have not had pets in it due to potential for allergies Even after making this exception, the guest chose to not stay and we did refund their money, less our $cancellation fee The guest sent me an email directly yesterday and we have already refunded her $ We pride ourselves on our service level (as you can see from excellent Trip Advisor and Yelp reviews) and feel unfortunate that this guest did not have a positive experience Please let me know if you have any additional questions or need additional information Thank you, [redacted] , owner
Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me I received my refund today I would still like to keep the complaint that there website is unclear Even now, When I click on rooms, then choose the room I like, there is no option to choose a third guest, and nothing clearly states the room is pet friendly or not But yes the resolution is satisfactory for me, and I hope nobody else has a ruined vacation because of their shoddy business practices Thank you, [redacted] ***
I would like to take the opportunity to respond to the complaint submitted on 5/19/ The guest chose a “non-pet friendly” room and selected that they only had people when making the reservation When they arrived, they arrived with a dog and people Our website clearly states on the first page that we have “select pet friendly rooms” and on the rooms selection page there is a very clear option at the top of the page that says “pet friendly – yes or no” If you choose yes, then only the pet friendly rooms will appear as an option Yes, room does show that there is a max of people, but this guest only selected guests during the check out processHad she selected the correct number of people she was traveling with, 3, then at the time of checkout it would have added $for the extra person When they arrived, we did decide to make the decision to make an exception and allow them to stay in the non pet friendly room for only $(our standard pet cleaning fee), even though we would have had to spend hours deep cleaning the room to ensure no residual dander for future guests (as we make a commitment to our guests that our non pet friendly rooms have not had pets in it due to potential for allergies Even after making this exception, the guest chose to not stay and we did refund their money, less our $cancellation fee The guest sent me an email directly yesterday and we have already refunded her $ We pride ourselves on our service level (as you can see from excellent Trip Advisor and Yelp reviews) and feel unfortunate that this guest did not have a positive experience Please let me know if you have any additional questions or need additional information Thank you, [redacted] , owner
Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me I received my refund today I would still like to keep the complaint that there website is unclear Even now, When I click on rooms, then choose the room I like, there is no option to choose a third guest, and nothing clearly states the room is pet friendly or not But yes the resolution is satisfactory for me, and I hope nobody else has a ruined vacation because of their shoddy business practices Thank you, [redacted] ***