www.aGardenofDreams.com is the website for our chapel and lodging facility for whoever is interested in our information about how we like to do business.
This couple called the day before their arrival to ask what our cancellation policy was if they could not be here the first day of their stay. We explained again what we had sent them in their confirmation. We also explained that since it was Blues weekend here we could probably rent their suite for both Thursday and Friday nights and returned their deposit, but would not be able to book just the Thursday night that they would not be able to be here. I was then informed that there had been a death and this was the reason they could not be here on Thursday (remember this is Wednesday). They thought they would still be able to be here on Friday, and that they would call Thursday to make the decision about Friday. Our heart felt condolences were expressed to them, and we told them that by holding the reservation awaiting their decision about arrival they would still be charged for the full stay.
They called again on Thursday to say they would arrive very late Friday night, and they arrived about 4:00 AM on Saturday morning.
We try to accommodate all who come to A Garden of Dreams and will provide late check-out and early check-in when we can, which is always agreed to in advance. On Saturday we had already scheduled a wedding in the afternoon and the bride was arriving at 1:00 PM to check into the suite to prepare herself for her wedding.
Saturday at 11:00 AM I knocked on the outside suite door that is on the deck leading into the suite. (This is a 3-room suite that adjoins our residence with a single connecting locked door to the suite dining room.) The gentleman answered and I explained the situation about our next guests checking in at 1:00. When he asked what time checkout was I again told him it was 10:30. I then offered my condolences and asked him who had died. He explained it was an elderly gentleman, a member of his church, who had been in the hospital for some time. He had wanted to be at home so they had released him and died shortly thereafter. He then explained the old man was a very nice old man and that our guest and his wife had done part of the funeral service. I told him that we needed to get in and prepare the suite for our next guests, so we would appreciate their vacating as soon as they could.
At 11:45 AM I once again knocked on his door. I gave him a coupon for $50 off their next visit to help offset this limited visit, and also asked him when they were going to be able to leave as the bride had already been by to see if she could get in earlier. He said they were getting ready now. Indeed they did leave twenty minutes later.
I am sorry these people did not enjoy their stay here. I am sorry they have felt the need to try to hurt our business rather than expressing their complaints directly to us. Sometimes there are no completely positive solutions. As innkeepers, we have a commitment to all our guests, not just those who have unexpected events arise. We would have been glad to reschedule their visit. We would have let them stay later into the afternoon, if we did not already have a commitment to our wedding couple and their guests.
It’s interesting to note that while the housekeeper was waiting for our guests to vacate, they did take the time to heat and eat the fresh breakfast food we had left in the refrigerator for them. And since they had a long trip to Branson ahead of them, I am glad they took all the pre-packaged cereal in the pantry to eat on the way.
I’m so looking forward to the time when everyone takes responsibility for their choices and actions rather than expecting others to simply accommodate them when circumstances and decisions change.
The last thing: We would like to offer a 10% discount on a stay to any who would like to see our mustard yellow sink and shower (it’s really more of a retro Harvest Gold that’s actually on its way back into vogue! “So just how would you decorate around Harvest Gold fixtures, and what colors would you use?” you may ask. Well, we figured it out!). Simply mention you read about us here and we will be sure to accommodate you. Of course, be sure to let us know if you need an early or late check-in or check-out!
Steve & Gerry - A Garden of Dreams, Eureka Springs, Arkansas