We had to cancel our four day trip to Pebble Cove Farm for June 17-21st, less than two weeks before our reservation because MIL suffered a cardiac arrest and then passed away a few days later.
We booked the reservations in January, and planned to visit the farm and Orcas for the six months leading up. We notified Lydia Miller when we could not visit Orcas when MIL was on the East Coast in a hospital; I left a message for her 8 days before the reservation date.
We understood Ms. Miller has small vacation business and it would have been a hardship to expect to cancel without a penalty. We asked if she would work with us and 1) issue a refund for 50% of the total charges, or 2) issue a credit for a future stay during their non-busy period. Unlike other vendors we worked with (both large and small), she would not commit to a decision but said she wanted to wait and see if she could rent out the cottages.
After the reservation period passed, she emailed she had rented out both cottages for one of the nights and would credit my card for the amount. When I told her we were disputing the remaining 75% charges because we felt she was being unreasonable, she explained she did not have to issue this 25% credit but she did because she felt bad for our loss. If she had not felt badly for our loss, she would have kept our money plus what she made from the other visitor.
She further explained she could not issue a credit for the remaining 75% she charged us because it would prevent her from booking future reservations, even though I had explicitly written we would stay during a non-busy time.
At the end of the day, the charge was valid we were out of the cancellation period and she is legally entitled to that money but I would caution potential visitors to either 1) buy travel insurance when booking at Pebble Cove Farm because if Ms. Miller is not feeling badly about your loss, you are out of luck, or 2) book somewhere with more compassionate people.
In January 2014, SIL and I booked two of the cottages, for our stay. In her confirmation email, it stated their cancellation policy is all cancelled reservations charged 10% of total reservation and reservations cancelled less than two weeks prior to arrival date will be charged the full amount of the reservation.
On June 5, 2014 around 9:30pm PST, my MIL suffered a massive cardiac arrest and was going in to surgery.
On June 9, at 12:54 pm, I called and left a message for Ms. Miller to call me as we could not go on the vacation. She returned the call the next day at 9am but I was not home. I tried to return her call at 1:17pm but no answer so I emailed her at 1:25pm explaining the situation and asking if we could postpone our trip to a later date. She responded via email around 6:30pm, I called her at 6:56pm. I explained and she said she would try to rent cottage and we may be able to work out a credit. She charged the full amount for both cottages at 9:31pm.
On June 13, SIL decided they could not because MIL had taken a turn for the worse. They contacted Ms. Miller to cancel.
On June 15, MIL passed away.
On June 16, at 6am, I notified Ms. Miller MIL had passed, hoping she would understand it would have been impossible for us to visit. In my email, I explained I understood as a small business based on vacation season, it would be a hardship for her to refund 100% of our charge but I hoped she would work with us and either, "1) issue a credit for the amount we have paid good between your non-busy season, or 2) refund half the total amount paid.
On June 16, at 11:53pm, Ms. Miller responded they had not rented the cottage and that "I would like to wait and see what happens before I make a decision about a possible credit."
On June 20, at 8:58am, Ms. Miller sent an email stating she was able to rent both cottages on June 20 and issued a credit of $594.54 back to my credit card. Her email did not mention a future credit for the other three days we were charged which was what we had really been hoping for so we could still visit her beautiful farm.
On June 25, at 9:59pm, I emailed Ms. Miller thank her for the credit back to my card and to let her know we had opted to dispute the charge for the remaining three days through my credit card company. I explained to her we had undergone a major family emergency, had notified her as soon as we knew, and that we had hoped she would issue a credit to be used at a later date. I ended the email telling her that I truly hoped we could resolve the issue so everyone was satisfied.
On June 25, at 10:08pm, Ms. Miller responded to me, "Shame on you."
One June 27, at 5:33pm, Ms. Miller sent another email reiterating she could not refund our money because of the cancellation policy and that she had been generous in issuing the $594.54 credit because someone else booked a stay. She said she could not issue a credit for a future stay because it would be a loss for her, preventing her from making another, new reservation. read more