We are very upset that this guest was not pleased with their stay at Hidden Springs. We of course wished that they would have contacted us directly with their complaint (after their stay)so that we could have found a "win-win" situation for them before they felt they needed to write Trip Advisor. Unfortunately, we (as owners/innkeeper) were out-of-town not on "a vacation" as was mentioned (we haven't had a vacation in over four years as we work 24/7 at our inn!), but on an emergency to be with our son who was having a complicated surgery 14 hours away in another state.

Hidden Springs is a quaint 1902 Historic Cottage B and B--we do not have extra-large rooms (with the expection of our Dove Cottage--500 sq. feet, but the guest was not interested in paying the price for Dove Cottage, which was available for them at the time of their booking)--nor do we misinterpret this to be the case on our website. They might have been better served in a large motel/hotel chain or a much higher priced b and b--however we did have Dove Cottage, but they were not interested in paying a higher price as was noted.

All of our rooms/cottages accommodate only two "adults". We also "do not take children--of any age", as this is a romantic getaway for two. It is not meant to be a family B and B. Both of these areas are posted on our website under our policies.

My husband and I paid an substitute innkeeper to take care of the guests that were booked at the time of our emergency and that also meant taking care of any potential "situations" that occurred in our absence. She phoned me that she was not able to take care of the guest's request--concerning their daughter who wanted to stay and that I needed to speak with them. She indicated that there would be a problem connected with this situation. This, of course, put me in a delicate situation as I had not met these guests, nor did I have any previous inter-action with them to know the sincerity of their situation. I phoned the guests and explained to them what our policies were. I also suggested that they take the larger Dove Cottage and I would make an exception of accommodating their daughter who was home-sick from camp(but they opted not to pay the additional price). I also informed them that the floor was tiled and that it would be very uncomfortable for their daughter to sleep on a hard tiled floor. The guest mentioned that their Blue Willow room was not messed up and would not have to be re-cleaned. ( I asked my absentee innkeeper about that and she said that yes, she would have had to remake up the entire Blue Willow Room in order to transfer them into Dove Cottage). To assist them with their daughter's problem, I suggested that they take the two accommodations (for an additional price, of course--as I would have had to pay my assistant innkeeper to change two rooms instead of one as I was not their to do it myself). They declined to do this. However, they did note in their critique (and mentioned the name of the inn, which by the way is against Trip Advisor Policy) that they stayed at another B and B inn for a fourth day! Therefore, it seem that they "may have had" funds available to them to take the both room to accomodate their home-sick daughter. Mom might have stayed with the daughter, if she had been afraid of staying in the room alone? Although, it is very, very safe in Eureka Springs.

Concerning the towels; based on a previous critique review back in December, I took immediate action to make sure all of my towels and linens were in great shape. We orignially had a problem with the dryer that was causing the smell in the towels. That problem was corrected immediately and the towels have been bleached in non-chlorine bleach and they are in excellent condition. I have had no additional complaints registered (from January - June)concerning any of my towels or linens with the exception of this particular reviewer who looked at the December review and referenced it in their comments.

Concerning the breakfasts. I particularly am unhappy that these guests were not provided with same outstanding breakfasts each morning of their stay that I provide all of my guests! I prepare all of my breakfasts myself and they are totally awesome--per my extensive reviews from other guests. The substitute innkeeper was given detailed information on how I prepare my breakfasts. She also had owned a restaurant of her own and I felt very confident that each breakfast was going to be up to my standards. The guest mentioned that one morning, they only got a "muffin and fruit"--upon asking my substitute innkeeper about this, she said that it was because they only wanted a muffin and fruit--not a full breakfast. I, however, was not there to know if this was the case.

Therefore, concerning this critique; I do apologize that they were upset. However, I tired my best to resolve this matter from "long distance" as best as I could trying to keep in my that we also had other guests on the premises and I needed to be conscious of my "no children" policy for these guests as well--who wanted to be here for a romantic getaway. I am sorry their daughter couldn't wait one-more day to be picked up from camp. But, really, that was their problem and their situation. They could have either taken Dove Cottage or both Dove and kept the Blue Willow room and paid the additional price or they could have left and picked up their daughter from camp early. They chose to do neither of the two options.

Unfortunately, I guess the lesson for my husband and I is this; never leave the B and B (no matter what circumstance presents itself) and never rely on anyone else to take care of our job!
We want these guests to know that we really tired to accommodate and help them from far away. And, we are sorry that our efforts and best intentions failed and that they couldn't have contacted us before writing such a negative critique about our outstanding B and B!