Adam R.
Yelp
I called to cancel my reservation as my spouse and I fell ill suddenly and wouldn't be able to travel. I knew that the cancellation fell within the 48 hours, and so, by default, would be billed accordingly. However, we wanted to show loyalty to the business and were really looking forward to coming up, so I called to cancel the reservation and ask to find out if the manager would be open to transferring dates. I received an extremely terse response and was talked down to over the phone from the beginning of the phone call. Just based on the words, nothing inappropriate was said. However, please read the following interaction, and apply a cold vocal filter to everything that was said by the manager.
Me: Hi, I'm calling because I need to cancel our reservation for this weekend. We both fell ill and so won't be able to come up, but we'd really like to come up still. I was wondering if you'd be amenable to transferring the dates?
Mgr: Well, first of all, I'm assuming you're calling to cancel because you're aware of our cancellation policy and you're within the 48 hours.
Me: Yes.
Mgr: Okay, well your reservation is actually from this Thursday, which is tomorrow, to Sunday. So you were aware of that and decided to call because you are within the 48 hour window.
Me: Yes, I am aware.
Mgr: Because you said, 'this weekend' and it begins tomorrow. I am sorry that you are sick. I've heard this language before and, unfortunately, you will still have to pay the fee.
Me:Okay. So will I receive a confirmation of this?
Mgr: Yes. So what else can I do for your? What dates are you looking at?
Me: [dates]
Mgr: No, we are all booked up that weekend. In fact, we're all booked up every weekend that month because of a group.
Me: Okay.
Mgr: Any other dates I could look up?
Me: No, thank you.
Mgr: Okay. I hope you feel better.
I really don't appreciate being talked down to like I'm in trouble for something. I know why I'm calling. I know I'm within the cancellation window and, as a business owner myself, I can respect that. I called because I had a question. A simple, "I'm sorry you're not feeling well. Unfortunately, we don't allow date transfers but I'd be happy to see if there is another date for you available" would have been much appreciated. Never once did I say "I'm not going to pay this fee" or "I'm not willing to pay this fee." I had a question, and if the answer was "no," the reply would have been, "oh, okay, I was just curious, thank you." You never know who is on the other end of the line and what they're going through. Treating customers as criminal is entirely unacceptable, especially when they were asking partly out of a desire to show support for a small business.
I will not be supporting this business in the future.