It is unfortunate this guest had a bike accident. He reserved one of our two premium suites for two nights over a month in advance of his scheduled arrival. Our confirmation emails clearly state our cancellation policy, requiring payment of one night, if cancelled within three days of arrival. This guest notified us only two days prior to arrival, despite the fact that he was injured and in the hospital since the week prior, as stated in his comments. Whenever we are faced with these unfortunate situations, injuries, cancellations, etc., we do our utmost to re-book the room and not charge the guest the one night’ fee for the late cancellation, but rather a $25 administrative fee. Our efforts include immediately opening the room availability on the web, calling people on our wait-list, and offering a discount to potential guests. Unfortunately in this particular instance we were unsuccessful.
Our suites are highly desirable and very often are booked well in advance during this peak season, as this gentleman did, to insure his reservation. As a Bed and Breakfast Inn we do not have the luxury of a significant number of rooms/suites. We frequently have to turn away other guests seeking lodging to honor our commitment to those who have reserved a room. To cancel at such a late date puts the innkeeper in an almost “no-win situation” and creates undesirable circumstances for both parties.
Thank you for your nice review. We strive to make our guests feel at home and are pleased when we feel we have made new friends. We look forward to seeing you again.