This guest (along with her husband and 2 friends) attended our B&B, without a reservation. Apparently she was responsbile for booking the rooms. She was not told by anyone that there was no availability, this is completely false. What I said was that one of the rooms she was requesting was already booked, but we would be happy to put them in another available room, at a discounted rate. I received her call on my cell phone (which is posted at all times) during dinner at a restaurant. My dinner had just been put on the table, however I immediately left the restaurant (paid for my dinner, even though I did not eat it), and left to take care of the situation. When I arrived at the B&B, my son had already met them. I explained that I (who was the only person answering the phone and emails, was fairly certain that I had not made this reservation, that I did not recognize her name, nor could I recall speaking to her, and that perhaps my previous manager (who had only left two weeks before) may have misplaced their reservation. I did however, explain that the previous manager had been meticulous with reservations and had never misplaced one during the previous year. However, we apologized anyway, explaining that mistakes do sometimes happen, and if this was in any way caused by us, we were truly sorry. Contrary to the false accusations, we did everything possible to accommodate them. They checked out the rooms, checked in, gave us their credit card info, and we filed their information in our locked desk in the office. My son (who was living at the B&B at the time) got in his car and drove to a liquor store and purchased wine for them, even though this made him late for work. What we discovered in the morning is that, In the middle of the night, they ransacked our cupboards, all the refridgerators (ours and the guests), our personal groceries, the items in the fridges belonging to other guests as well as our desk (which was locked, but obviously they found the key) and personal files, even though there are signs posted that these were personal areas. Our food is so fresh that most of it is purchased daily. The rest of the food that is served to guests is kept locked, so, the food she found actually belonged to the owners, and was at no time intended to or has ever been served to our guests. After going through our files and taking her credit card info, she left in the middle of the night (after staying in the rooms, undoing/sleeping in the beds and using the washrooms), without paying. On Monday I checked with my former manager who in fact did have an email and had in fact saved it. The email stated that she would call to confirm the reservation, as she did not know if she was able to hire a babysitter for that particular weekend. At no time was there ever a confirmation and my previous manager confirmed that she did not ever receive a call or email confirmation. We did keep a copy of the original email, and it can be produced. Our phones are call-forwarded to cell-phones which have accurate records of incoming calls and numbers and there was never a record of a call coming from her telephone number. It appears that she neglected to confirm her reservation and rather than admit her error in front of her friends, she turned her attention to blaming us. Had she looked up over the computer she would have seen our current licence framed and posted, as is required by municipal By-Laws. In actual fact, we are 1 of only 3 B&Bs who have actually always operated with proper licensing since our opening, as is not the case with some others. The old license she found was tucked away purposely....in places that she had no business ransacking.. In the morning I went to the grocery store and purchased fresh fruit, eggs, and meats as I do on a daily basis (the receipt can be produced). When my son returned he quietly went to bed so as not disturb our guests, neither of us realizing they had left like 'thieves in the night'. I prepared fresh fruit and cheese omellettes, baked fresh croissants, and prepared a full breakfast for our guests. The other guests staying that evening thoroughly enjoyed themselves and have returned several times. When I checked their rooms, I found the doors locked, the keys had been taken, and it was then that I discovered that they had ransacked our desk and files. We take pride in running an upscale, clean, relaxing home for our guests. Our food is prepared fresh daily, beautifully presented, with clean, crisp linens, and served in lovely, peaceful surroundings overlooking the River. Even though it has been several years since this unfortunate event occurred, it is time that the truth be told. We have hosted many beautiful events, we have had hundreds of people stay with us from all over the world and we have an entire guest book filled with compliments from our treasured guests who love to stay with us. We have received awards from the Essex Visitors and Convention Bureau after being nominated by our guests for going above and beyond what is expected and for making their stay happy and memorable. It is unfair that one person who cannot take responsibility for her own errors can instil such harmful and grossly misleading information, which is not only wrong but completely without merit.