Response from *** ***, Innkeeper, the Mountain Rose InnWe are very dismayed that we have received this notice and appreciate the chance to respondThe Mountain Rose Inn is a Star/Certificate of Excellence Trip Advisor property and we work diligiently to provide our guests with a
memorable and unique experience and to treat them with the utmost respectThis was no exception for the ***sOn April 20, 2016, *** *** made an online reservation for May 26-for herself and her husband over Memorial Day weekendShe paid a percent deposit of $They were give Room #2/Daisy’s Delight (King)On che*** presented to me a gift certificate that she was issued from a previous innkeeper as a rain check due to snow during a previous stay(copy attached)I was hesitant to take it because it, nor the gift card, were signed, and we did not have a record of the certificate, #500, in our systemCurrently, our certificates have only been issued to #But to keep our guests happy, I took the certificate and said I would apply it to their stay(The certificate is for a two night stay in a king suite + a $gift card to *** *** winery.) The next day I asked to speak with the ***s about the gift card because I had no advance warning and didn’t have one on handWe all agreed that I would apply a $credit to their third nightSo, despite some red flags, I felt it was important to give our guests the benefit of the doubt in all casesThey stayed the nights of May and May 27, It appeared that all was well, and we even had a guest bonfire where they joined in free s’mores and beverages on the evening of the 27th However, at breakfast, they appeared irritatedI asked them if anything was wrong, they said to us and other guests, “No, we just really prefer our own home.” I told them that I was sorry to see them go and would go get their final paperwork, which I did, and they waited forI then informed them (I in no way “jumped them”) that because they were, in essence, cancelling their third night with less than days’ notice, I could not refund them their $credit*** insisted that they weren’t cancellingShe did say that she intended to pay for the room (which she has not), but her husband, ***, spoke up and said, “Wait a minute, don’t we get a refund for the two nights we weren’t able to stay back from their honeymoon?” This was out of the blue and I said that I felt they had just used their two nights with the gift certificate as we had agreedThe third night was cancelled with less than days’ notice and therefore was subject to our cancellation policy*** insisted that she was not cancelling and left saying “Let’s go, just forget it!” I called them minutes after they left (I have a phone record if necessary) to issue a refund for their deposit of April 20, spoke to ***, was told *** was driving and would call me backShe did notThis singular situation has been a learning experience and, in future, I will now get more information from guests during the reservation process, put expiration dates on gift certificates, and ask for ID at check-inI will also listen to my inner voice when I feel something is not quite right, which in this case I didThis is a very unfortunate situation that has been distressing for all involved We certainly feel it doesn’t warrant threats from the ***sI informed the owners after the incident and we I am mailing the ***s a check today for $The Mountain Rose Inn cancellation policies are listed in full on our website: ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***-***
Response from *** ***, Innkeeper, the Mountain Rose InnWe are very dismayed that we have received this notice and appreciate the chance to respondThe Mountain Rose Inn is a Star/Certificate of Excellence Trip Advisor property and we work diligiently to provide our guests with a
memorable and unique experience and to treat them with the utmost respectThis was no exception for the ***sOn April 20, 2016, *** *** made an online reservation for May 26-for herself and her husband over Memorial Day weekendShe paid a percent deposit of $They were give Room #2/Daisy’s Delight (King)On che*** presented to me a gift certificate that she was issued from a previous innkeeper as a rain check due to snow during a previous stay(copy attached)I was hesitant to take it because it, nor the gift card, were signed, and we did not have a record of the certificate, #500, in our systemCurrently, our certificates have only been issued to #But to keep our guests happy, I took the certificate and said I would apply it to their stay(The certificate is for a two night stay in a king suite + a $gift card to *** *** winery.) The next day I asked to speak with the ***s about the gift card because I had no advance warning and didn’t have one on handWe all agreed that I would apply a $credit to their third nightSo, despite some red flags, I felt it was important to give our guests the benefit of the doubt in all casesThey stayed the nights of May and May 27, It appeared that all was well, and we even had a guest bonfire where they joined in free s’mores and beverages on the evening of the 27th However, at breakfast, they appeared irritatedI asked them if anything was wrong, they said to us and other guests, “No, we just really prefer our own home.” I told them that I was sorry to see them go and would go get their final paperwork, which I did, and they waited forI then informed them (I in no way “jumped them”) that because they were, in essence, cancelling their third night with less than days’ notice, I could not refund them their $credit*** insisted that they weren’t cancellingShe did say that she intended to pay for the room (which she has not), but her husband, ***, spoke up and said, “Wait a minute, don’t we get a refund for the two nights we weren’t able to stay back from their honeymoon?” This was out of the blue and I said that I felt they had just used their two nights with the gift certificate as we had agreedThe third night was cancelled with less than days’ notice and therefore was subject to our cancellation policy*** insisted that she was not cancelling and left saying “Let’s go, just forget it!” I called them minutes after they left (I have a phone record if necessary) to issue a refund for their deposit of April 20, spoke to ***, was told *** was driving and would call me backShe did notThis singular situation has been a learning experience and, in future, I will now get more information from guests during the reservation process, put expiration dates on gift certificates, and ask for ID at check-inI will also listen to my inner voice when I feel something is not quite right, which in this case I didThis is a very unfortunate situation that has been distressing for all involved We certainly feel it doesn’t warrant threats from the ***sI informed the owners after the incident and we I am mailing the ***s a check today for $The Mountain Rose Inn cancellation policies are listed in full on our website: ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***-***