The Pensione Nichols looks like the kind of bed and breakfast I’d want to stay in the next time I’m in Seattle. It’s charming, historical and it’s even recommended by my own magazine.
But there’s one other thing the inn — or more specific, the inn’s proprietors — aren’t, according to Blair Baker. They’re not very good with math.
This spring, Baker made a reservation for her and her husband during the busy Labor Day weekend.
“We decided to book a suite, since it includes a kitchen and would allow us to save money on food by cooking our own meals,” she says. “And since we were booking so far in advance, they gave us the room at a discounted rate of $200 a night. The day after making the reservation on the phone, I received an email confirmation from the hotel with a reservation number, the dates, number of guests, and price per night.”
But last week, when Baker tried to re-confirm her stay, she encountered a problem.
“I called the hotel to double-check all the details and ended up speaking with the owner, Lindsey,” she says. “Everything went smoothly until I asked her to confirm the $200 a night price. Lindsey said that wasn’t possible as the suite books for way more than $200 a night, especially for a holiday weekend.”
Baker says she explained that she’d spoken with another employee when she made her initial reservation, who had confirmed the $200 rate. She also had the confirmation in writing.
At that point, she says the B&B’s proprietor agreed to honor the rate.
“A few hours later, I receive an email from Lindsey saying she simply can’t give us that rate and we will have to pay $265 plus tax per night, or we can cancel the reservation.”
Bakers says she can’t afford to spend another $65 a night for her accommodations.
“Is there anything we can do to get Lindsey to honor our original, confirmed-in-writing reservation at Pensione Nichols,” she asked me.
I suggested that she make another request to the property in writing. Baker did just that, sending a strongly-worded email to the inn. Perhaps a little too strongly-worded.
Her set-up is pretty neutral. She explains the problem, and where things stand now. Then she continues:
But to my dismay I found your business lacking the integrity and professionalism I thought it possessed.
My husband and I are incredibly upset about the treatment we’ve received regarding this reservation, and would like to keep it for the room at the rate we were guaranteed as we planned our entire trip around staying at your B&B almost 6 months ago.
I called you back as soon as I saw the email to clarify the situation and was immediately and crisply told “You can either pay the increased rate or cancel your reservation.” When I tried to explain everything had already been confirmed in writing months ago and we no longer had time to make any changes, I was brusquely told “I have to check a guest in” and practically hung up on.