White House Inn & Spa

Initial Business Response / [redacted] (1000, 5, 2015/06/11) */ Revdex.com Complaint Response to complaint Our first contact with this customer was sent on May 14, at 7:03pm, when the customer appeared to be arriving later than our check in time and we wrote and sent a late arrival email on how to check into our hotel after business hoursThe customers email response at 7:11pm on May 14, said that they had already cancelled the reservation through hotels.com At 8:48am the following day we responded to please have customer have hotels.com forward the cancellation to us in a phone call or email We were called by hotels.com representatives on May 20, and spoke with them about our hotel policy on cancelations and no shows which is posted on our website and pops up during every booking on our website and partner reservation websites, which is as follows: " White House Inn Policies Deposits: Payment in full is required at the time of bookingMany dates require a two or three night minimum stay including but not limited to weekends, holidays, and dates in August, September and October Cancellations: We have a day cancellation policyReservation cancellations made days prior to your arrival date will have the deposit refunded less a $cancellation processing fee per night cancelledReservation CHANGES or CANCELLATIONS made within days of arrival will forfeit deposit in fullThis deposit and cancellation policy applies only to individual rooms booked Individuals/groups traveling together reserving or more rooms will be subject to additional fees, deposit requirements, and cancellation policiesPlease contact us for information Cheand Check-out Times: Cheis between 3:and 7:00pm, unless prior arrangements have been madeIf you are going to be delayed past 7:00pm, please call our toll-free number (X-XXX-XXX-XXXX) and let us knowCheck-out time is 11:00am Extra Person: All rooms have a Queen or King sized bed and can accommodate up to two personsA third occupant may be accommodated in certain rooms with a rate increase of $per nightOur online booking system will let you enter guests only when reserving these roomsChildren do qualify as guestsIf you arrive with more guests than the room you booked allows, we will not be able to accommodate you and you will be responsible for the entire cost of your reservation Smoking: The White House Inn is a completely smoke free property including all grounds Pets: We are unable to accommodate pets, but are happy help you with reservations for your pets at a local kennel." In our conversation with the hotel.com representative, we did indicate that we would bring this to the attention of management and owners, which we did, and worked out a satisfactory arrangement to have this guest stay here for a future stay, though they would not be getting a refund Our final response to the customer on May 25, 2015, before we received this complaint from Revdex.com, was, "Once again, we are very sorry for your lossAs we are unable to offer you a refund, we would like to extend the offer of a stay at another time in the futureIf you are unable to join us, perhaps you have friends or family that could take advantage of thisPlease let us know if this is helpful in any way." Our policies are pretty straight forward and transparentWhile we are sorry for this customer's loss and reasons for cancelation, we feel that this complaint is unjustified Thank You

Initial Business Response /* (1000, 5, 2015/06/11) */
Revdex.com Complaint 6.11.15
Response to complaint 6.11.15
Our first contact with this customer was sent on May 14, 2015 at 7:03pm, when the customer appeared to be arriving later than our check in time and we wrote and sent a late arrival email on...

how to check into our hotel after business hours. The customers email response at 7:11pm on May 14, 2015 said that they had already cancelled the reservation through hotels.com.
At 8:48am the following day we responded to please have customer have hotels.com forward the cancellation to us in a phone call or email.
We were called by hotels.com representatives on May 20, 2015 and spoke with them about our hotel policy on cancelations and no shows which is posted on our website and pops up during every booking on our website and partner reservation websites, which is as follows:
" White House Inn Policies
Deposits: Payment in full is required at the time of booking. Many dates require a two or three night minimum stay including but not limited to weekends, holidays, and dates in August, September and October.
Cancellations: We have a 14 day cancellation policy. Reservation cancellations made 14 days prior to your arrival date will have the deposit refunded less a $20.00 cancellation processing fee per night cancelled. Reservation CHANGES or CANCELLATIONS made within 14 days of arrival will forfeit deposit in full. This deposit and cancellation policy applies only to individual rooms booked.
Individuals/groups traveling together reserving 4 or more rooms will be subject to additional fees, deposit requirements, and cancellation policies. Please contact us for information.
Check-in and Check-out Times: Check-in is between 3:00 and 7:00pm, unless prior arrangements have been made. If you are going to be delayed past 7:00pm, please call our toll-free number (X-XXX-XXX-XXXX) and let us know. Check-out time is 11:00am.
Extra Person: All rooms have a Queen or King sized bed and can accommodate up to two persons. A third occupant may be accommodated in certain rooms with a rate increase of $50 per night. Our online booking system will let you enter 3 guests only when reserving these rooms. Children do qualify as guests. If you arrive with more guests than the room you booked allows, we will not be able to accommodate you and you will be responsible for the entire cost of your reservation.
Smoking: The White House Inn is a completely smoke free property including all grounds.
Pets: We are unable to accommodate pets, but are happy help you with reservations for your pets at a local kennel."
In our conversation with the hotel.com representative, we did indicate that we would bring this to the attention of management and owners, which we did, and worked out a satisfactory arrangement to have this guest stay here for a future stay, though they would not be getting a refund.
Our final response to the customer on May 25, 2015, before we received this complaint from Revdex.com, was, "Once again, we are very sorry for your loss. As we are unable to offer you a refund, we would like to extend the offer of a stay at another time in the future. If you are unable to join us, perhaps you have friends or family that could take advantage of this. Please let us know if this is helpful in any way."
Our policies are pretty straight forward and transparent. While we are sorry for this customer's loss and reasons for cancelation, we feel that this complaint is unjustified.
Thank You.