Julietta House

I made an honest error with this customer The details are: She has a valid complaintShe did reserve the Captains Terrace, which until last weekendhad NO air conditioner It was an extremely hot, humid, muggy weekend Believing she was participating in the [redacted] [redacted] , and was an Athlete here to ROW around the ISLAND, I moved her to a third floor room WITH AIR CONDITIONINGthinking it would be suitable for her It was a mistake of my memory And not a typical experience here.In fact, she was a expectant BRIDE to be - her wedding was expected the following weekend Once she arrived, she called and texted to objectShe was doubly upset because she and her husband already tried to find another hotel with no success I immediately acknowledged the mistake and resolved the problem Within minutes I found her two good options One was a comparable room at the [redacted] for $199/***t plus tax and I offered to pay the difference She and her husband refused and instead chose the resort room at The Rockport Inn and Suites with a pool and jacuzzi etcfor $299//***t plus tax I clearly stated I would not be able to cover the difference, but would give them a positive credit on their credit card for the difference of the [redacted] *** Approx $ The next day I refunded their deposit, trying to give them a $credit But, my system or maybe her card restrictions...would not allow it So, I let her know right away and offered her a $(credit here at the Julietta House) She had already sent an angry email..demanding an [redacted] Gift Card or cash payment I offered her $credit here (gift certificate.) Within days she has refused my offers, filed a Revdex.com complaint and threatened several times to get a lawyer The Policy, as written on her confirmation is: ERRORSOn the extremely rare occasion when a mistake is made by accidental double booking, omission or other unexpected issues, recompense shall not exceed the value of your room stay.While I know she is dissappointed, and I am guilty of dissappointing her by moving her room, she is not entitled to more than perhaps the difference of the comparable room $25.She has made a complaint to the Revdex.com She is not the only one to have lost due to the mistake I am a sole proprietor with only rooms I have months to make a full years income to support my family My house was full, but she left at 6pm, leaving me with a room empty on a weekend when I could have rented every room at least twice I had a loss of $that ***t My room is not horrible In fact, I was able to rent the room the next ***t to a single traveler for $ Its a very nice, if humble room in a lovely, lovely place.I've been in business here since Almost years Her impatient and unforgiving, critical, impulsive and punitive actions hold the potential to do much more long term harm to my family and my income than she can imagine So, now I am honoring the damage she is doing to me by making this complaint.Now that she has made this complaintwhile I was trying so hard and so quickly to work with her...I am not inclined to do anything but honor my own policy I refunded her in full I found her suitable alternatives I would have paid the other inn the difference directly had she chosen it She refused my best offers I remain, [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Compensation was promised as $100. The reasons for my stay at irrelevant. My room was given to someone else for an unknown reason. I'm unsure why continued excuses and inconsistencies are provided. One time it's $on my credit card, the next it's a stay on the house for $100, then it's $for a stay, then it's $towards ***, then $on *** and now it's nothing. It was not a comparable room. It was at a minimum of degrees warmer in the attic room with a small window AC with a shared bathroom, a detail that I made sure wasn't the case with any room at the house before booking due to medical concerns of my husband. I have asked repeatedly for the $promised upon my departure and I'm unsure why I have to go to extremes to obtain any compensation associated with a mistake that has been openly admitted. The additional costs to me is unacceptable because of a mistake that I made every effort to avoid. A conversation in advance of booking was made, I reserved room was paid for with a deposit, and the reservation was not kept. A promise of $was made and it was never received. I'm out additional funds beyond the $because of limited places to stay. The one other option was not close to what we had originally booked at Julietta and was therefore, unacceptable
Regards,
*** ***

I made an honest error with this customer.  The details are: She has a valid complaint. She did reserve the Captains Terrace, which until last weekend.... had NO air conditioner.  It was an extremely hot, humid, muggy weekend.  Believing she was participating in the [redacted]...

[redacted], and was an Athlete here to ROW around the ISLAND, I moved her to a third floor room WITH AIR CONDITIONING. thinking it would be suitable for her.  It was a mistake of my memory.  And not a typical experience here.In fact, she was a expectant BRIDE to be - her wedding was expected the following weekend.  Once she arrived, she called and texted to object. She was doubly upset because she and her husband already tried to find another hotel with no success.  I immediately acknowledged the mistake and resolved the problem.  Within minutes I found her two good options.  One was a comparable room at the [redacted] for $199/[redacted]t plus tax and I offered to pay the difference.  She and her husband refused and instead chose the resort room at The Rockport Inn and Suites with a pool and jacuzzi etc. for $299//[redacted]t plus tax.  I clearly stated I would not be able to cover the difference, but would give them a positive credit on their credit card for the difference of the [redacted].  Approx $25.  The next day I refunded their deposit, trying to give them a $30 credit.  But, my system or maybe her card restrictions...would not allow it.  So, I let her know right away and offered her a $100 (credit here at the Julietta House) .  She had already sent an angry email..demanding an [redacted] Gift Card or cash payment.  I offered her $200 credit here (gift certificate.) Within 7 days she has refused my offers, filed a Revdex.com complaint and threatened several times to get a lawyer.  The Policy, as written on her confirmation is:  ERRORSOn the extremely rare occasion when a mistake is made by accidental double booking, omission or other unexpected issues, recompense shall not exceed the value of your room stay.While I know she is dissappointed, and I am guilty of dissappointing her by moving her room, she is not entitled to more than perhaps the difference of the comparable room.  $25.She has made a complaint to the Revdex.com.    She is not the only one to have lost due to the mistake.  I am a sole proprietor with only 6 rooms.  I have 5 months to make a full years income to support my family.  My house was full, but she left at 6pm, leaving me with a room empty on a weekend when I could have rented every room at least twice.  I had a loss of $189 that [redacted]t.   My room is not horrible.  In fact, I was able to rent the room the next [redacted]t to a single traveler for $150.  Its a very nice, if humble room in a lovely, lovely place.I've been in business here since 1998.  Almost 20 years.  Her impatient and unforgiving, critical, impulsive and punitive actions hold the potential to do much more long term harm to my family and my income than she can imagine.  So, now I am honoring the damage she is doing to me by making this complaint.Now that she has made this complaint. while I was trying so hard and so quickly to work with her...I am not inclined to do anything but honor my own policy.  I refunded her in full.  I found her suitable alternatives.  I would have paid the other inn the difference directly had she chosen it.  She refused my best offers.  I remain,[redacted]

Please let me use this last opportunity.  I am not offering excuses.   I am a human being.  A mother of two, with a busy Inn.  For 20 years, I have been a one woman show responsible for every task at this business with help from one wonderful housekeeper who has been with me 19 years.  I RARELY make mistakes like this.  But I made a mistake, it effected you and I felt bad.  You were inconvenienced when I reassigned your room poorly.  I wanted to do something to make up for that.  My policy states clearly: In the event of mistake or overbooking, we shall not compensate more than the cost of your reservation.  I issued you a full refund and found you two room options. I offered to pay the difference between my rate and the rate at the Manor Inn because it seemed fair and reasonable.  There was an obstacle.  While I was trying to keep up with your emails and offer you fair and reasonable form of compensation, you were rapidly demanding unfair compensation and writing unfair complaints to hurt my business, which hurts my business, my kids and my housekeeper.  I still feel bad and will do something.  For now its taking all my time to just answer this complaint.