I made a reservation for that place online through the beds on clouds website.
After I finished with entering all necessary information, I got the page on the website which said that my request is going to be processed and will be confirmed by email. I never got this email. In ten minutes or so I decided to cancel my request since it was still proccessing (as I thought).
I sent an email to the email provided on the website where I asked you to disregard my inquiry and do not charge my card. I didn't get any response on that during next 3 hours, so finally I decided to call.
Rebecca (the inn keeper) picked up and I talked to her very politely and respectfully while trying to explain my situation, but she was interrupting me all the time not letting say a word. She said, that my request was proccessed long time ago and she has no idea why didn't I get any confirmation email. She said they are not responsible for the system they use, which I found ridiculous and told her about that. She replied with smth like "girl, don't teach me how to run a business, ok". She added, I should have called instead of booking online - that would be much more smarter and would help to avoid such situation. So her bottom line was that if I want to cancel, she would charge me 20%. She also stated that she never got my cancellation email.
I was in the state of shock from such customer service. I told Rebecca, if we can't figure out it now normally I would be forced to call my bank and dispute the charge. From that point Rebecca became completely mad, saying smth about "white" rights which she also has (as well as I do), screaming smth, then she told me she is not going to refund me anything and hanged up the phone!
Approximately in 20 minutes I got an email from her, where she sad "it was a tuff day, sorry" and she also said she will charge me 10% instead of 20%.
These guys from Beds on the Clouds weren't able to provide neither a normal online booking experience nor the good customer service over the phone/email, though I think they are responsible for both. I would never ever consider this place as a place to stay at and I would def not recommend it to anybody. Maybe rooms are nice and food is good (according to previous reviews) but who wants to deal with such an attitude on a vacation?
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
May 5 .2013 I
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In Response to" Terrible Experience"
Beds On Clouds is a bed and breakfast business in beautiful Windham,NY in the Northern Catskill Mountains. One can call us for a reservation or go online to affirm an accommodation for ones stay.
Each hotel and BnB have policies,as do all businesses who work with the public. These policies are fair to all concerns,as in minimally covering our cost for a cancellation using a credit card,as well as making sure our potential guests get as much of their money back.
Reservations are treasured, so delayed confirmations,no communications are disastrous as YOU ARE OUR BUSINESS. Beds On Clouds has been in business for 10 years and has faithfully taken good care of its guests. Refunds have been given honestly and fairly in each necessary situation,as in this case, according to our policies and in a timely manner.
In looking over our guest roster for the month of April 2013,there is no signed-in for guest for this person as a couple .She has not been on the Beds On Clouds property to our knowledge.
Although this occurence is regrettable, we hope that it will not act as a deterrent to anyone from coming to beautiful Windham and Beds On Clouds to experience our special community , its beauty and our "Divine Hospitality" that we are well known for.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.