My wife reserved a room for our family of four at least a month ago. Because they didn't send a confirmation, she followed up with a call. She told the owner that we were a family of four and the owner sent a confirmation by email that said "I look forward to meeting you all."
Today we called ahead as we were slightly delayed on the road. She told us she didn't accept children and that we weren't welcome to come, leaving us stranded for the night and scrambling to find alternative accommodation. Then she told my wife that we would still have to pay for the night.
Sensing my wife's exasperation, I spoke to the owner and said she couldn't possibly leave us stranded *and* pretend to charge us the night. The owner was unpleasant and aggressive and hung up the phone. Later, she sent my wife an email attempting to blame the unpleasant episode on her.
I've called the credit card company and they said she charged the room the moment we hung up.
The whole episode has left a really bitter taste in our mouths and we feel taken advantage of. At no time did the owner tell us that children were not welcome, even after my wife told her that we were a family of four. Her confirmation email did not state this either. The website does not prominently display that families aren't welcome. It is nowhere on the home page. You have to go deep into the small print on the site -- it's halfway down the second option in the fifth tab -- to find something that says that children over 12 are welcome but pets aren't.
If a business takes your money, I feel it's incumbent on them to warn you why they won't be able to provide the services you contracted. Even then, they shouldn't take your money while refusing to provide those services. Instead, the host wrote to us saying she was "distressed" by our "failure" to mention our children, accusing my wife of "withholding" the fact that we had kids. What on earth would we gain by this? Did she really expect four adults would be checking into a single room? I asked her and and she simply said yes.
Even if she refused to have us, a nicer person might have apologized for the misunderstanding and offered to help us find alternative accommodation. Instead, she added insult to injury by leaving us stranded, charging us anyway and then sending us a string of aggressive emails. Not the B&B experience you hope for.
- Official Description (provided by the hotel):
- Circa 1840 Greek Revival surrounded by beautiful vistas, decorated with period antiques. Offering all private baths, extensive herb gardens, peace, tranquility and gracious hospitality to the discerning traveler. Gourmet breakfasts. Herb and antique shop. Open all year. ... more less