My wife and I have lodged at over 35 different B&Bs in 16 different states. In that time, I have seen a wide range of how Innkeepers manage customer relationships there is usually a strong relationship between the AAA rating and the level of customer service in this case, the Innkeepers at Manor on Golden Pond (rated 4-star) managed to prove to be the exception.We had to cancel our 2-night reservation at Manor on Golden Pond 3 weeks prior to our arrival date. We reluctantly cancelled because of a medical reason (doctor advised that we not travel because of an issue with my wife's pregnancy). Two different cancellation policies came with our original reservation the small print explained that we needed to cancel 4 weeks out for the time of year of our booking (the other policy was 2 weeks out). The Innkeepers at the Manor on Golden Pond would not refund any portion of our $350 deposit after explaining the medical situation at hand. 'We are trying to run a business' was the Innkeeper's recurring and chillingly cold response, as if she did not believe 'my story'. She did offer a 6-month window to use the money we explained that we will have 2 infants and that we have no family in the area to support us getting away in the next 6-months. I was happy to compensate the Manor for a reasonable cost of doing business, but $350 seemed clearly excessive, especially with 3-weeks left to rebook the room. The Innkeeper would accept nothing short of $350. The car rental company and airlines both worked with us to arrive at reasonable solutions given the unfortunate circumstances.Just to make sure I was not 'over-reacting' and under-estimating the cost of doing business for a B&B, I called several 4-star B&Bs to see how they would handle this particular situation without exception all were in agreement at the excessiveness of $350, not to mention with 3 weeks left to book and the particular circumstances (i.e. pregnancy issue).Nobody needs a lecture on the importance of managing customer relationships it is incredibly obvious. We have an extended network of friends and family that love to travel and stay in highly regarded and personally recommended B&Bs they won't be staying at Manor on Golden Pond. The Innkeepers acted within their rights in the short run, but poor customer management will cost them much more in the long run. We plan to stay at a B&B in all 50 states - when we visit New Hampshire I have a feeling it won't be at Manor on Golden Pond.Sincerely, Paul Mudd
- Official Description (provided by the hotel):
- The Manor is a 24 room country Inn with each room unique. Booking direct allows you to select the room that you most like. Each room has TV, free long distant phone service on continental USA, luxury robes, free wifi, frette linens, turndown service, comfortable sitting areas. The Van Horn dining room offers exceptional cuisine in a relaxed but elegant atmosphere. Seasons Sap offers a full array of spa treatments. All rates include a full country breakfast and afternoon tea. Minimum age of guest is 12 years of age. Leave your pets at home. ... more less
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- Also Known As:
- The Manor On Golden Pond Hotel Holderness