What happens after a reservation is made?
Good question. Once we take a reservation, we take the room(s) off the market while the reservee has 10 days to mail in a deposit. Once we have received the deposit, a confirmation card is sent to let you know we have received the deposit and the reservation is secure. The rooms that have been reserved are not available for others to consider. As time passes, so too does our ability to re-rent the rooms; many people have called and either found other rooms, other times, or other hotels to book for their stay. If we do not receive the deposit within 10 days, we reserve the right to remove the reservation and make the room available for other guests to book. We do understand that people forget to mail the deposit for many reasons or that their plans may have changed thus decided not to come to the hotel. Please give us a courtesy call and let us know if something has changed or been forgotten; we prefer to err on the side of the guests and hold rooms until we hear differently. Keep in mind that mistakes can be made from time to time and we hope that our guests will understand the intent and cost of a reservation if an error occurs.
I have made a reservation and sent in a deposit but never received a confirmation card. Now what?
Keep in mind that we are a small business and that we make mistakes from time to time. Give us a call and confirm your reservation on the telephone and if you would like a confirmation card, we would be glad to send one out.
What if I need to leave earlier than expected?
We do understand that people's plans change. The problem is that we are a seasonal business and that we have a limited time to book rooms. Once a guest has made a reservation, we are not showing the room and missing out on rental opportunities. This is even more pronounced when people leave with little or no notice thus we do not refund early departures.
We would like to check-in earlier than 2pm. Is this possible?
It depends on the season and availability but generally this is not an accommodation we can make. The hotel housekeepers need all 4 fours between check-out and check-in to service the rooms for the entire hotel. Groups needing access to a room earlier than the 2pm time are encouraged to reserve the room for an additional night.
I have valuable items that I travel with and wonder about securing them. What is the best way to ensure my valuables will be safe?
We always strive to ensure that hotel rooms are secure and that items that are left in the room are safe. That being said, the hotel is not responsible for items that may be left behind or go missing during your stay. The best solution is to not bring items that are not replaceable due to sentimental value nor items that are monetarily valuable. If you decide to bring such items, we would suggest that you secure them in your vehicle where only you have the key and to keep them out of site until needed.
Do you accept pets into your hotel?
Unfortunately, we do not allow pets in the hotel. We do allow pets ONLY in the Pilot House unit and the two cottages (3br, 4br) for a small fee ($50/stay). It is expected that guests who bring pets into these units will clean up after their pets in a responsible manner both on the hotel property and on walks about the loop. A clean up fee will be assessed for irresponsible owners. We reserve the right to ask guest with dogs that bark excessively, uncontrollably, or are aggressive to leave the property. It is also our expectation that pet owners will not allow any pets on the furniture and will not leave the pet in the room should you choose to go out of the room for any length of time.
Can I block off a number of rooms for a function?
We generally do not block rooms for specific functions. We have a lot of guests that like to stop by on a regular basis and blocking rooms may prevent them from coming when they have the time to do so. We do consider each function on a case by case basis and try to accommodate as many guests as possible.
We have reserved several rooms for a get-together. How should we go about sending deposits and paying for the rooms?
It is best when individuals send in their own deposits and deal directly with us. If you choose to pay for all the rooms at once to ensure the reservation, we can do that too but we expect you to be reimbursed directly from those you have paid for. Deposits made for multiple rooms will be deposited and held until other financial considerations have been made. We will not hold a check on any reservation without cashing the deposit.
Why do you prefer to accept cash and check rather than credit cards?
We can offer better rates if we accept cash and checks. Credit cards incur fees that will be passed onto the user.
Why do you require full payment for the room upon check-in?
Guests will not incur any other charges besides paying for the room and many guest choose to leave before the office opens in the morning. There is a drop box next to the office for people to deposit their room keys should they choose to get an early start on their departure.
I don't understand the cancellation policy very well. Could you explain?
Sure. If you need to cancel a reservation at any point, you will incur a $50 fee for each room for reservations 1-3 days in length, $100 for reservations that are more than 3 days in length, and workshops and cottages have a non-refundable deposit. PLEASE NOTE THAT THIS DIFFERS FROM THE POLICY ON THE RESPONSE CARDS DUE TO A CHANGE IN POLICY AFTER THE CARDS WERE MADE. This fee is to offset the loss we take on rooms when we are not able to get another group to book the room due to the passing of opportunities. Many times we can re-book a room after a cancellation but more times than not we have problems getting a new group into the room since most cancellations are made relatively close to the reservation date. If the cancellation is made more than 30 days prior to the reservation, we will refund the difference between the deposit and the fee for each room. If the cancellation is made with less than 30 days until the reservation, we only refund the deposit less the fee if the room is able to be re-rented. If we can re-book the room for part of the reservation, the refund will be the deposit minus the fee for the days we can re-book and a loss of the deposit for the days we cannot re-book; so it is somewhere in between. We hope and expect that people will be as precise as possible when booking dates and understand that we take a loss when cancellations occur and we cannot re-book the room. If your reservations are iffy or you feel there may be a chance that you cannot fulfill your reservation, it may be wise to seek out travelers insurance.
Do you offer shampoo, conditioner, or toothpaste as an amenity?
We do not put these items in our rooms since most travelers bring their own toiletries and it is another way we can control costs and ultimately keep our prices reasonable. We do have large bottles of shampoo and conditioner available as well as toothpaste at the front desk if you happen to forget something.
We like to sleep in but still want room service. To what time will you service a room?
The housekeepers start at approximately 930am and make one rotation through their rooms until their shift is completed. We have a short span of time to turn 30+ hotel rooms and cannot make multiple attempts to service the room. If you do decide to place the do not disturb sign on the door, you can always stop the front desk and we would be happy to exchange your towels. Our rooms must be cleaned and checked for check-ins by 2pm.
Can we pitch a tent or use a camper on the hotel grounds?
Unfortunately town ordinances prohibit the use of tents, campers, double wides, fifth wheels, mobile homes, or any other portable units on the hotel property. There are several campgrounds in the area that offer reasonable prices and are close to Pemaquid Point that accept alternative forms of accommodations. Any vehicle of this type cannot stay overnight, unused or otherwise, and must be off the property by 5pm.
What should I do if the response card does not match the reservation I made with the person on the phone?
Understanding that everything we do is by hand, mistakes can and are made from time to time. If you do get a confirmation card that does not match the reservation you made, please give us a call so that we can rectify any mistakes as soon as possible. We work hard to ensure that deposits, balances, and dates of stay are as accurate as possible. We hope that all aspects of the reservation are known and secured on both ends and that all goes flawlessly when you arrive to check in.
Are reservations transferable?
No! When we accept a reservation, we have established a contract between the reservee and the hotel to rent a specific room for specific dates. If you chose not to honor the reservation for whatever reason, then the cancellation policy comes into play and dictates the amount, if any, of the refund. We then try to re-rent the room. Many times, especially on busy weekends, we run a waiting list where we would offer the room to the next person on the list and continue this process until we have exhausted the list.
What happens if we need to shorten our reservation?
If you decide that you cannot stay the entire dates that have been reserved, the sooner you call the better so that we can re-open the dates for others to make reservations. The cancellation policy is still in effect even for partial cancellations, whether on the front or back side of the reservation, where you will incur a $50 cancellation fee; within 30 days, the fee still applies but the person who has made the reservation is still expected to pay for the entire stay unless we have the ability to re-rent the room. If you make a reservation for 4 days with the idea of playing it by ear and staying with us for only several days, you will be charged for the 4 days. We ask that you are as accurate as possible when booking a stay with us.
What happens if I do not get my deposit in within the ten day grace period?
Understanding that the hotel has the right to remove the reservation, we still will work to ensure that the reservee can continue to rectify the deposit by placing a telephone call as a follow up to the initial reservation. If there is no response within a reasonable amount of time, we will remove the reservation thus reopening the room for new bookings. We understand that people travel and have busy lives where you may not know that we have called but we hope you understand that our booking season is quite short and missed opportunities creates problems on our end. The easiest way to secure a reservation is to make sure that you send in the deposit right after placing the reservation.
Can you discuss reservations regarding the 4 season - 3 bedroom cottage?
The 4 season cottage can be rented a variety of ways; 3 days on the weekend starting either Thursday or Friday, 4 days during the week starting either Sunday or Monday, or by the week going Friday to Friday or Saturday to Saturday. We are working to accommodate a variety of stays in the area where cottages are generally rented by the week. Availability will depend on reservations currently in place and flexibility of possible visitors. The cottage does have a $300 damage deposit. The damage deposit will be released after the rental has ended and we have the ability to clean and assess the cottage; typically this will occur within 1 week of departure. All cottage reservations follow our policies regarding other rooms with a 2pm check-in and a 10am check-out. This unit does allow dogs for a $50/stay assuming owners will act in a responsible manner both in the clean up and control of barking.
I would like to hold a workshop at the hotel. Can you tell me how to go about doing this?
The hotel basically offers a space for workshop participants to run their meetings and rooms where people can stay. Each workshop has it's nuances that we hope to iron out 6 months to 1 year in advanced but generally we reserve an approximate number of rooms for your participants that requires a deposit just like if you were to make a reservation with us and hold a reservation for your group to use the bottom of the carriage house or the lobby of the hotel to run meetings. We prefer that people that come to your workshop contact us directly and reserve their own room, send in their own deposits, and then book your workshop with you.