I think our readers will understand this one!!!
Unfortunately some guests will use social media these days to bribe or discredit companies if they do not get what they want. If you read the review carefully you see they were very satisfied the 1st time, however this time for 15$ they want to discredit our company. The review does fail to also mention that the reservation was also originally on the 26th of May then changed to the 9 of June. This reservation was never changed to the 19 of May, as the client states. Our closing hours are 10pm. They showed up at our door at 10:04 pm so they called our emergency number. We went back to the Inn and lucky for them there was still one superior room available, called the attic, a cozy room with 2 double beds, which is actually very popular even though it doesn’t have a river view. Please note we had waived the 1st change of fee charge as the client was already threatening and making a big fuss.
These clients where totally satisfied when they came to check out, I the owner had checked them in the night before and was there to speak with them in the morning and all was real great, until the 15$ fee...
About purchasing deal coupons: We agree with the review comments about being aware of coupons!, meaning YOU HAVE A RESPONSIBILITY TO BE AWARE OF WHAT YOU ARE BUYING!!! ALL the rules, regulations and conditions are clearly stated including the 15$ fee for changing dates. These coupons are sold at 50% of the total price so some conditions do apply otherwise we could not offer them. These coupons are not for everyone as some conditions may not be convenient, in those cases PLEASE DO NOT purchase one in our establishment or any other and then blame the establishment.
Our conditions are reasonable and not made to fool or be unfair. In many hotels there is a rebooking charge or even a total loss of deposit in a last minute cancellation situation.
We do our best to satisfy every guest that walks through our doors every day, we are human and are not perfect and we assume are responsibilities for errors, mistakes or inconveniences, however unfortunately at times some guests are unreasonable and we could do without, this happens very seldom but we would rather move ahead than be bribed . Please note we DO NOT treat clients who have purchased a deal coupon any less than anyone else
On a good note we appreciate the comments about the amazing river, natural whirlpools and all the spa amenities, our convenient location and yes thank you we do our best to keep it very clean.

Hope to see you all this summer for the Beaux Reves experience.

All I can say is thanks for the great review. ‘’we had a great stay in the end’’ I can attest that at the time of this reservation the email address was not recorded and we do always send a form to everyone who has a dog sledding or snowmobiling package in order to be sure all the details are clear. In this particular case it took us over 2 months to finally get a return call and get the information required, so yes we did leave several messages. As far as our website is concerned one thing for sure is the policy for winter activity packages is clearly up to date and does show the 50% required deposit, in English and French.

As much as we would love to have all excellent reviews we do realize guests all have different expectations... This particular review is poor on the customer service grade and we do sincerely apologise for any inconveniences that may have occurred.
I am proud to add that I feel we have a staff that truly enjoys what they do, they enjoy working in our homey atmosphere. As an employer I do believe they do their best at all times and are glad to see guests leave happy. They are all human and sometimes little details can be left out, but all in all does it take away from the experience? After all we are supposed to be here to relax!!!
Thank you for these valuable comments we will continue to do our best to be 99.99999% perfect