We’ve stayed at Mint House several times and even have reservations booked through year end. That’s why we were disappointed when the team would not make an exception to the cancellation policy when we had a last-minute travel disruption.
While we understand exceptions can’t always be made, the team made no effort to provide empathy, understanding or apologies over the situation. Paying for a full night would have been an easier pill to swallow, had it been handled with more compassion and understanding.
This is a great hotel, but customer service tends to matter more when things don’t go according to plan. In this case, Mint House missed an opportunity to solidify our loyalty, not just by refusing an exception but in their communications to us.
