14/10/2026
Yesterday, one of our rooms cancelled the first night of their two-night stay, and their prebooked dinner reservation. Their old dog was unwell, but they hoped to make their second night, today. The room was ready, paid for, and we were happy to accommodate their change as needed.
This morning, their daughter called. She anonymously asked about the cancellation terms and understood them clearly, before announcing herself as the daughter of two hard-done-by parents.
This lady was incredibly aggressive, outrageously-abusive and rude; threatening to 'ruin' our small independent business online and on social media (More aggressive than we've ever endured), if she didn’t receive a full refund.
The parents later cancelled their second night, understanding that the room was paid for and non-refundable or transferable at this point. We decided not to charge the evening dining cancellation fee, and 'take the hit' on the empty tables. They seemed nice, reasonable, and even (almost) apologetic for their daughter's behaviour. We know they'd rather be here, enjoying Simonstone Hall, than nursing their beloved poorly pet.
But, we just cannot shake the impact of that early morning call.
Threats, abuse, name-calling, and the most entitled human we've come across in over a decade.
We understand that sometimes guests' plans change. But why do some people expect small independent businesses to take these hits?
She was furious, that she wouldn't get her own way, that she couldn't block the balance payment. Furious, that we weren't willing fully-refund the stay.
We have pretty straight-forward T&Cs. We're not monsters - we understand that plans can change - and usually it's not through guests' choice or preference. We're humans, working hard in a challenging, ever-changing business.
We'll be busy again today, and we'll brush-aside this awful feeling and try to forget this lady, as a truly rare exchange.
But, is it right to call-out this horrendous behaviour, where others are so unthinking about the impact of their arms-length anonymous online reviews, or the threat of online ruination?
I've never reached out on our socials - and only want 'good vibes', but as thick-skinned as I am, I'm truly shocked.
Not cool, lady. Not cool at all.
What would you do? 🥸
