I recently had the dis-pleasure of speaking with J...

I recently had the dis-pleasure of speaking with J from the Mill House Inn team. I needed to cancel our reservation due to a work event & a sick animal. The pet was going to be coming with us for our stay, but as he has been very sick we had decided against that being safe for the hotel and for our pet. I understood there was going to be a fee charged for our cancellation, which was outside of 60 days. But I wasn't expecting double the amount, and certainly didn't expect to be charged taxes and fees twice. When I commented on this, I was told that the fees & taxes double charge "wasn't an error" however someone chose the wrong field when selecting things in the cancellation policy. To me, this sounds exactly like an error.

I imagine that plenty of prior customers have been double charged and didn't reach out, as they expected the hotel to be doing the right things by the customer. If I didn't look through my cancellation receipt with a fine toothed comb, I would never have uncovered this. I also had to go through the extra steps of making a new booking to even discover that the taxes & fees were included in my first booking made, as it wasn't clear in the e-mail received from the hotel.

I have no issues regarding a cancellation policy. However when I finally was able to get a call back, which was 4 days after my initial reaching out, I was treated so poorly it was alarming. I was spoken down to over the course of both phone calls, and also outright told speaking to me was a "complete waste of time". I was scolded and put down in other ways, that did not reflect the level of service I would expect from a hotel of this price point.

During the phone call I was informed I could use my refund on a future stay. After the way I was spoken to and treated on the phone, I can't fathom a situation in which I would ever choose to stay at this hotel. Based on the way I was spoken to - I also can't imagine why they would even try to have me stay there. I was treated as though I was a true nuisance to his day, and not remotely as though I was a customer of the hotel. I would absolutely never be able to recommend this hotel to anyone, based off the "customer service" I received, if you can even call it that.