Mayfield Country Cottages Reviews (%countItem)
Mayfield Country Cottages Rating
Address: 11 Houston Road, Mayfield, Prince Edward Island, Canada, C0A 1N0
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On Saturday July 28, 2018 my wife and I stayed in a one room cottage at the Mayfield business and as seniors I had texted my daughter in Calgary to book us a cottage in PEI near Cavendish beach, PEI as we were driving up from Saint John, NB where we were attending a wedding there the night before. Around 11 am on July 28th my daughter booked the room but inadvertently booked for 2 nights instead of the one night we required. Upon arriving at the facility the same day approximately 5 hours later we advised the owner we only needed the one night but she advised that her business policy dictates that you cannot change the reservation after booking, even though it was the same day and only 5 hours after the initial booking. The owner charged my wife and I $354.20 for 2 nights stay at her accommodations even though we had requested her to change our reservation to one night only.
Our complaint is the owner should have shown some flexibility given the extenuating circumstances we presented to her but instead kept all the money which she had not earned. Legally she might be able to do this in PEI but from our perspective she is conducting unfair business practices and should refund the cost of the second night she charged which we didn't use since we checked out 10 am the next morning in order to catch the ferry back to NL which we had already previously booked so could not stay the extra night in PEI or we would have missed our connection.
This incident tarnished an otherwise eventful vacation for my wife and I and please note in my 66 years I have never filed a formal complaint against anyone so I take this matter very seriously but its too bad the owner is so ridget in her position and as per her business practices which in our view in not acceptable in 2018. Thank-you for your attention to this matter.
Hi ***
I received a complaint from Revdex.com regarding your stay with us.
Your daughter specifically booked 2 nights for your stay as I had questioned her about getting a different cottage but it was only open for 1 night. She said no she wanted two nights so that was the only cottage open. I even gave her a discount for taking the 2 nights.
Our policy for booking, cancelling and shortening stays is fully outlined on our website for everyone to see. Also stated in our office is a sign that reinstates our website policy of NO Refunds given if you leave early. Therefore we are within our policy and it is was you who did not honor the booking that was made for you.
In our office you stated that there was some confusion between you and your daughter over text messages which clearly that has nothing to do with me. You daughter specifically booked for 2 nights, I kept the cottage for you for 2 nights and you decided to stay only 1 night so that lies with you not us. To stay the one night you had to pay for the 2 nights at check in as is our policy (payment is due at check in). I bent our No Refund Policy by telling you I would try to get the Sunday night rented and if so I would refund you for that night, but apparently all my efforts went unappreciated simply because no one booked that 2nd night out.
We have nothing further to elaborate on this issue as I fully explained to you the policy when you came to check in. Here is the link to our policy outlined on our website for everyone to see
https://www.mayfieldcountrycottages.com/booking-and-cancellation-policies/
Regards,
***
Owner
I am rejecting this response because:
First of all I thank -you for your response. It is interesting to see however that it took you approximately 2 weeks to respond to my formal complaint through the Revdex.com organization and not directly from me. I have to wonder how serious you see my complaint given the time it took you to respond. The Revdex.com has requested I respond to your e-mail in 7 days or less which I will honour.
You keep reiterating the mistake my daughter made in booking two nights instead of only the one required as if to justify your action. To me this is a red herring on your part since I already explained to you this was a honest mistake on her part and requested in person that you take this into consideration which incidentally was only 5 hours after the initial reservation was made by telephone on the same day.
You also keep reinterring your policy on your web page of no refunds after the reservation is made. As a customer I find this policy totally unreasonable and unjust and just because you post your rules on line and in your office that doesn’t make it right or fair. That’s why in my complaint I asked you to made an exception in my case give the honest mistake made. Just so you know the night before I had discussed possibly staying for two nights but after checking on line and seeing the high prices to stay in PEI my wife and I decided to stay just the one night because we are fixed income seniors on a budget. This got missed in the texts to my daughter while travelling on the busy highway the next morning. As I understand it the accommodations industry in Atlantic Canada will accept changes right up to check-in but if you forget to cancel within 24 hours of arrival date you will be charged. We tried changing our reservations 5 hours after making them on our check-in but you would not allow it.
After reading you e-mail I sense see you are entrenched in your position and you fully intend on keeping the money I had to pay for the second night. Too bad!! I only hope you and your family members are lucky enough to go through life without making any mistakes but after 66 years of life I know this not to be true. Good luck with that but remember karma has a way of seeing things through.
I will now talk to *** and I will also write *** I possibly can outlining my story that will *** affect you and your business, no doubt. In the end you may end up keeping my money but you should ask yourself is the bad publicity worth the price of my refund.