First and foremost I'm a very reasonable person. I've worked in customer service for over 15 years and have dealt with a wide variety of customers. Also I am a strong supporter of local businesses and travel leisurely to other cities with an over-night stay at least four instances a year.
Last year I won a one night stay at Heavens Holler B&B in a local contest and spoke with John (the owner) to reserve a room.
I thought it would be a nice treat to spend my 5-year anniversary with my wife and if the B&B was to our liking, make it an annual tradition to stay at this business.
Being almost 6-months from time of reservation, I thought it would be best practice to confirm the reservation. I decided to contact the business and spoke again with the owner John. He apologized for not contacting me earlier this week, but stated that the weekend I had reserved was not available and asked if I could reschedule.
I decided to rebook for the following week. Might as well "re-reserve" again just in case.
After some research in checking with mine and my wife's schedule, I opted to see if the day before the original reservation was available. So I called John back and learned that day as well, was not available.
John told me that an emergency came up and that whole week will not be available.
While I do understand the concept of emergencies, I don't really get emergencies one month away. But, that's cool, I can deal with that.
I mentioned to John that since the original and the day before were not available. I declined use of his Gift Certificate.
"I don't understand," was his response.
I mentioned that it is poor business that a customer has to find out about an issue by contacting the merchant. It would have been more appropriate had the business contacted the customer instead. And since the latter was the case, I don't feel I would want to stay at Heavens Holler. Not saying as a threat, just being honest with him so that he can open his reservation log for "re-reservation" for another customer.
I also mentioned that his business practice would be discussed with many friends and family members so they can make an educated decision on their own if they also would stay at this establishment. Not really a threat (I've dealt with threats before from previous lines of work in customer service - and they don't really do much). I'm just mentioning that the course of events would be discussed with others.
John proceeded to tell me, "Good, I hope you tell others because if they are anything like you, then I don't want them staying here either." Then abruptly hung up on me.
So now I'm led to wonder if I wasn't supposed to be staying here to begin with.
- Official Description (provided by the hotel):
- We offer a Boutique Country Retreat in the beautiful mountain highlands of Southern Virginia, with only two lovely 400 square foot suites to assure privacy, peace and quiet. Comfort and hospitality abound throughout the home and grounds of Heavens Holler B&B. We offer first class accommodations, bolstered by years of experience traveling and staying in some of the world’s finest hotels, in addition to owning and operating a fine dining restaurant in the Delaware River Valley, Pa. Come and explore our forty-six acres of rolling hills and hollers in the Blue Ridge Mountains filled with nature trails to walk along, springs and 4 ponds to sit by and ponder the Earth’s beauty. The lodge itself boasts a Piano Room and fine arts gallery, dining room and spacious wrap around porch where you can dine, lounge and even nap in the hammock... There is a stocked Farm Pub for out guests to enjoy. ... more less