ComplaintsforBlue Door Cottages

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked a double cottage for family traveling in town for a funeral. We booked on april 2,22 we were expected to arrive 8/19/22 as we did. I got a call for a confirmation. I confirmed we were coming still under the impression we still had two cottages. we got there. I got the keys. The middle door was unlocked as I was instructed it would be because we had both sides booked. Later that night we were told that someone else rented that cabin. They accused me of calling and canceling. They couldnt prove that I did call so I got my phone records. Theres no incoming or outgoing call on my phone log from may 20th like they said I did and that was the date they said I called and canceled and I didnt. they forced us to get out and yelled and screamed at me and my grandmother, after she burried her husband that day. refused to make anything right. wouldnt listen to anything I said and now can prove. the manager was RUDE to everyone when it was a mistake on their end. I think someone else called and canceled their reservation and they canceled one of ours. The refused to refund us anything for their mistake and us not being able to stay at all!

  Business response

  09/12/2022

  In response to complaint ID ********

   

  On April 2,2022 ************ reserved Cottages #5 and #6 for a two night stay, August 19 & 20. The Cottages were booked under the name ***********************. The reservation was secured using **************** credit card. A confirmation email for this reservation was sent, on April 2, 2022 to the email address ************ provided.

  On May 20,2022 Cottage #6 was canceled. A cancellation email was sent to the ************** email address that same day. A cancellation email is auto-generated from our booking software when a cottage is canceled or any change is made to a reservation. Cottage #6 was subsequently rented, online by a different party on July 23, 2022.

  On August 19, the day of check-in, the ****/****** party arrived, ************ came into the office. She paid the remaining balance for ONLY Cottage #5. She was ONLY given keys to cottage #5. She signed our key release form stating that she was receiving two keys for Cottage  #5. At no point did she question why she did not pay for, receive keys for, or sign the key release form for Cottage #6. Later, the guests who were due to check into Cottage #6 arrived. We had left the Cottage #6 unlocked for them because they thought they might be checking-in late. That is when we found that the ****/****** party had occupied both Cottages #5 & #6. We explained to the ****/****** party that Cottage #6 had been canceled, provided a printed copy of the cancellation email ************ had received on May 20,2022 for #6, and ask then to please vacate Cottage #6, as their reservation and payment was only for Cottage #5. At first they refused to vacate #6, saying its first come first serve in *******. They arrived with 12 guests who were all yelling at myself and my staff at once. I attempted to have a conversation with only ************, who booked and ****************, who paid but it was difficult with the other 10 members of their party yelling. ************ admitted that she doesnt check that email.  They were demanding a full- refund for Cottage #5 because they all could not all stay in there. 

  Once the group packed up, they met me in the office to demand a refund. I did refuse the refund that evening but was able to get **************** phone number so I could call her and discuss the situation without her family members screaming over both of us. I called **************** on August 22, 2022 and left a message on her answering machine and have not heard back.

  We have no financial gain in this situation. Cottage #6 was rebooked after it was cancelled at the same price. We had to comp the first night of the guests who had #6 rented because when they showed up the ****/****** party had occupied it, refused to vacate it etc. I did attempted to call **************** to discuss a solution we could both agree on. Im not sure why ************ would provide an email address to book lodging that she admittedly does not check. As a hospitality business we dont just randomly cancel reservations. If ************ believed this to be a mistake on our part, or if we needed to cancel part of her reservation for maintenance, she had nearly 3 months to dispute it. Again, she didnt even mention it when she checked in and only paid for #5, received keys only for #5, and signed the key release form only for #5.

  Attached is a screenshot from our booking software. As you can see, the cancellation email was sent on May 20, 2022 to the email address provided by *************

  -***********************

    Owner, Blue Door Cottages

   

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