As a small, family owned boutique B&B, and since opening 6 years ago, our objective is to provide exceptional service to all of our guests who stay at our home. Our commitment is to promote a relaxing, private, enjoyable experience without being intrusive.

This guest booked online for two adults with an unknown arrival time. The online booking engine states accommodation is for one bed and maximum occupancy for two guests. Our confirmation letter details this information.

Check-in is 3:00 – 6:00 p.m. We provide flexibility for late arrivals with pre-notification.
The guest called while in transit stating she did not know arrival time. It was shared upon arrival that one of the innkeepers would greet her, process registration and escort her to the room. This is standard practice with all late arrivals.

Upon arrival, there was one adult, one teen and one younger child. Upon entering the room , the guest exclaimed there was only one bed and that she would have to return her teenage daughter to her dorm at the local college.

It appeared that this guest knowingly ignored pre-set conditions of stay stated on our website, reservation system and confirmation correspondence in order to meet her own needs. She did not wish to adhere to information shared during her stay and when addressed took offense because the following morning the guest and her two children exited the guestroom for breakfast.

Surprised by this, we requested that they please have a seat in the living room so we could accommodate an additional person in the dining room and prepare additional breakfast fare. This request was met by the adult with laughter.

At our request, the guest was asked to join us in the kitchen to again share our concerns and the children remained in the living room. At this time, she was made aware that the room she booked was for double occupancy and not for three guests. It was shared that this was a concern on our part regarding our licensing and insurability. The guest laughed initially and walked away. Breakfast was provided and served to everyone in her party at no additional fee.

After breakfast, her children returned to the guestroom and she was advised she would not be charged for the third person for breakfast but would be charged for the extra person in the room to which she abruptly turned and walked back to her room.

The following morning we were met with considerable negativity yet tried to be positive and to provide the services that we extend to all of our guests. We met every request of the guest in an effort to defuse her continued negativity.

In six years we have never experienced such disrespectful, accusatory and name calling behavior . At no time was she addressed in front of her children or other guests. We stand by our commitment for exceptional service to all of our guests as demonstrated by our record of exceptional service .