Leon and Juliet booked a stay with us one afternoon and Juliet arrived a couple of hours later during a storm. She was already driving off before anyone could get to the cottage to greet her and when flagged down, she said that she wanted to cancel her booking.
She said she had been in a rush when she booked it and had not actually read the description, that it was essential that they have a wood-burning fire indoors, and also the cottage was not big enough for their needs. She wanted to contact her partner who was still 3 hours away and claimed there was no wi-fi. Despite being assured that wi-fi was readily available, she drove off and returned some 15 minutes later, repeated it was not to her expectation and she wished to cancel.
Juliet apologised and took full responsibility for the situation, explained again she had not read our ad, and agreed that we had not misrepresented the cottage or what we offer in any way. I agreed to give her a refund and have done so, in full accordance with our cancellation policies.
I hope that we will not be given a bad review when Juliet herself didn’t even stay 5 minutes with us, and said we were not at fault in any way…in fact many of our guests have specifically told us that the cottage is exactly as it appears in our ad. Honesty, integrity, and the comfort of our guests is of paramount importance to us in running our b&b…unfortunately in this case things didn’t work out due to factors beyond our control, and we did all we could.