My wife and I booked the White Heather Cottage in this featured B&B for 1 night to tour 2 friends visiting BC for first time. While the email confirmed "reservation", the full bill was charged to my credit card (instead of a % for reservation). Upon arrival, we were well received in this nicely decorated B&B, the Innkeeper Dave provided relevant instructions for our stay, a short drive of under 3 minutes brought us to the Cottage (clearly an old building), equally and tastefully decorated, our party of 4 chose our rooms (2 bedrooms) and headed to downtown Victoria for an evening tour. Came back around 10:30 pm, 3 of us took a quick shower, around 11:30 pm, while getting ready to savor the sparkling wine and 2 truffles courtesy of the B&B, we were surprised by the door bell, we opened the door and found a lady in a clearly stressed state asking us if we let the jacuzzi inside of one of the bathroom overflew, we assured her the jacuzzi was not used and we've only taken a shower, she insisted we "must have" overflew the jacuzzi because water was filtering through her roof, her bedroom was apparently under the bathroom of the cottage, who was she? as she didn't introduce herself in her frantic state, we were told by Dave that his mother in law lived in the property, therefore we assumed she was the Innkeeper's mother in law, we invited her to check the bathroom herself, she picked up a wet towel on the floor, keep in mind, 2 people have just showered in the jacuzzi (no bath curtain available) said angrily, "it is soaked... you'll need to pay for the damage!", at this point, the unexpected encounter has taken a turn to surreal, we reiterated to her that we did not agree or like the direction where she was taking her allegations, we reiterated repeatedly we had done nothing out of normal, we reminded her that it was an old building, there can be more than just one explanation why she was getting water in her ceiling and we advised her we should get the Innkeeper involved, she dismissed us and left us with "you will pay, we'll see tomorrow", imagine what 4 foreign tourists could make of this experience so far in our only 24 hours in Victoria close to midnight. We called the innkeeper and Dave heard us on the phone and stated that he didn't think anything else could be done at that time, we disagreed and requested him to come over and provide us with some reassurance that we were not in some alternate reality, he refused, needless to say, sleepless night ensued for 4 of us. Dave stopped by 8 am sharp to drop off the breakfast, he then stated that his mother in law was the owner of the Cottage and he was not in position to intervene, we reminded him that we booked the cottage through "Humboldt House" and he introduced himself as the "Innkeeper", it felt like a cop out. We had no intention to stay any longer than what we needed to finish the breakfast, as we already packed and loaded the luggage to the car first thing in the morning given our deprived sleep. In the main B&B, I understood vaguely as Dave tried to not stress any particular fault or blame. Adding salt to injury, we presented B&B.com dollars as payment (Humboldt House figures on B&B.com as accepting B&B$), he came back shortly and stated that the Cottage has a "separate account" and as we didn't give prior notice of our intention to pay with B&B $, he could not accept it, that was when we realize, the full bill was already charged to our credit card at time of reservation (the B&B is suppose to charge a % as reservation only). We left in absolute disbelief of this Victoria experience, thanks to Humboldt House, we developed a renewed appreciation for the boring chain hotels/motels. Victoria is far less charming now for us as tourist destination. Humboldt House is an unpredictable place where we will all recommend not to visit, who knows what kind of allegation will be saddled onto their future guests. keep in mind, the Cottage is apparently a "separate account", expect your B&B.com $ not to be accepted if not pre communicated and accepted. Who cares about the tasteful decoration, breakfast, truffle and welcoming sparkling wine, when something of this nature happens, so poorly handled that subjects the guests to extreme emotional distress. Like we stated to the Innkeeper, if the jacuzzi can not handle a shower, then say so in the webpage; if there is concern that floor might leak, then can we recommend shower curtains or alternative specific instruction to not shower in the jacuzzi; if the cottage has a separate account, then be clear in the webpage; if the separate account under Humboldt House can not receive B&B.com $, then specify in the webpage; and if the guest will be charged the full bill instead of a % for the reservation as other B&Bs, then specify in the webpage. Future guests be aware, book under your own risk.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
16 October 2011
1. This reservation was made through our on-line reservation system. It clearly states our policies. Guests must read and agree to the Policies in order to make the reservation:
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"-One night's room rate, plus tax, will be charged to your credit card."
2. BedandBreakfast.com clearly states that Gift Cards can be redeemed by the holder of the Card for up to the face value of the Card for "qualifying services" at "participating properties". The card holder must provide the order and certificate numbers from the back of the card when making a reservation. (see: http://www.bedandbreakfast.com/GiftCertificateTerms.aspx)
There was no mention of using gift cards at the time of reservation, so the deposit was charged to the guests credit card. We did, however, allow the guest to pay for their Butchart Gardens tickets with their bedandbreakfast.com certificates.
3. The White Heather Cottage has two beautiful bathrooms, one with a tub & shower, and one with a jetted bath. At the time of check-in guests are given a letter with instructions (internet, telephone, fireplace, etc.). This letter clearly states: "To operate the Jacuzzi tub in the front bathroom, fill the tub with water and push the white button inside the tub. Please note: there is no shower curtain. It is important that you keep excess water from spilling onto the floor."
The guests attempted to shower in the jetted bathtub spraying a considerable amount of water on the bathroom floor. The excess water flooded into the suite below damaging the ceiling. The owner was understandably distressed, but has graciously decided to not charge the guests for any of the damages caused.
As with all of our guests, we have gone out of our way to accommodate this party's individual needs, and make them feel welcome and pampered.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC