Business ProfileforTimberwolf Inn

I sent an email on Monday 10/09/23 stating we would not be staying on Wednesday 10/11/23. The email was returned Address Not Found. I called immediately on 10/11/23 and let them know we would be there Thursday 10/12/23 very late as we were driving and it was a 12 hour trip. When we got there nobody was around. We knocked and rang a doorbell that was outside the restaurant area. We tried calling and nobody answered. The owner ************************* told us we lied. We had no choice but to sleep in our truck. The temperature dropped to the low 40s that night. On Sunday 10/15/23 o called to let them know I had gotten sick and needed fresh bed linens because i had diarrhea and got it on the sheets and a little on the mattress pad. When we took the sheets off the mattress pad was filthy and ripped. We cleaned the accident up. We made the bed ourselves. The bed linens they brought had blood stains on them. We left at 10am on Monday 10/16/23. There wasnt anyone there to take our keys or check us out. On Tuesday 10/17/23 at 3:15pm I got a call from ************************* the owner stating we ruined the mattress by peeing all over it and it was ruined. Telling me that I needed to buy them a new mattress because we ruined theirs. I was absolutely appalled and very upset. I called her back and told her how upset I was. She got very argumentative and hung up on me the first time when I told her I would not buy a new mattress. I believe she is trying to extort money from us for something that was done previously. She said we were the only ones that had ever stayed in the handicap accessible room. Which I find hard to believe. Everything in the room was worn and very heavily used. If we had done the damage that we were accused of I would have owned up to it. If you have a business such as an INN and Resturant I would imagine you would have to carry insurance on it. Never did she ask if we were ok after sleeping in our truck. Neither ******* nor her staff wanted to accept any responsibility.

The Timberwolf Inn would like to respond to the following claims against our establishment. As usual, there are always two sides to a story and we are responding to this review as a relocation of the events that occurred during this guests stay.Every person that books a stay with us receives a confirmation email for our automated booking site. It is very clearly a "do not respond" email address. Our contact info is clearly displayed on the top right of every confirmation email. Our address, phone number, and email address can be found there. A phone call was taken on Wednesday by our management staff and we accommodated the request to change the check in date free of charge. Our cancellation policy is normally 48 hours in advance otherwise we charge a one-night stay if changes are made outside of that window. During the phone call, no comment was made that the guests would be checking in late enough that the room would need to be left open. Late check ins happen all the time at the Timberwolf and all our staff knows the policy for a late check in. As long as we are properly informed, there should never be an issue. In our confirmation emails, the second line of text that is highlighted in yellow states "if you plan to arrive after 8:00pm, need to make changes, or require assistance please call ************". When a guest calls and needs a late check in, we let them know what room they are in, tell them we will leave the door unlocked and the key in the room, and charge their credit card on file. None of these events took place because the manager on duty was not aware that they would be checking in after our 8pm deadline. There is however a doorbell for emergencies that rings the upstairs apartment. The original owners of the Timberwolf added this feature to ring right in their bedroom in the event of an emergency. Our manager lives in the upstairs apartment with her dog who barks when the wind blows. Anytime that doorbell rings, which is impossible to miss, our manager is immediately checking cameras, coming down to the restaurant, or calling an owner to inform them of an issue. The doorbell was rang the previous night and checked after the incident, and was in proper working order. All of this information was told to the guests the next day after they unfortunately had to sleep in their truck. We take many extra precautions to ensure that this never happens to a guest. One of the owners was in the restaurant kitchen early Friday morning working on some maintenance. This particular owner is more of a building and grounds person and does not handle any front of house restaurant or hotel guests. Early Friday morning, a man let himself through our back entrance and into the kitchen. It was approximately 7:00-7:30. The gentleman was very nice and the owner (knowing nothing about checking hotel guests in or the system) let them into their room. He heard that they had to sleep in their car and was very apologetic about the situation.We did receive a call on Sunday about the guests needing new linens because she had diarrhea. We immediately got our cleaning staff to provide new linens. The guests did inform us that some got on the sheets on the mattress pad, but they were able to clean it up and they would give everything to the cleaners. We are a small motel and do not have a cleaning staff on site 24/7. When guests need anything, there are signs posted and guests are informed at check in that if they need anything or would like a daily clean of their room they would need to notify the front desk. Otherwise our cleaning staff does not enter rooms unless asked. If the guests wanted our cleaning staff to enter to clean or make the bed, they would have been more than willing to do so. However, our cleaners never stated that this service was requested.The mattress pad was inspected before washing and found stains from diarrhea, but other than that the mattress pad was free of stains and did contain some rips/fraying near the bottom that did not compromise the overall integrity of the mattress pad. All our linens are thoroughly inspected and checked before and after washing to ensure they are properly cleaned and free of any stains. Anything that is stained gets washed again or discarded. If the guest did receive sheets that had blood stains, we would have hoped they would inform us immediately because we would never want anyone to use those sheets and that is not our standard. New linens were brought to the room at least two times. This did not seem weird at the time because different employees were asked. We pride ourselves on ensuring the cleanliness of our linens and overall establishment. We do not have employees on the premises roughly between the hours of 10pm-10am. The sign by our doorbell clearly states that information. Next to the doorbell is also a box that says key drop. We have never had an issue with a guest checking out.After checking out, our cleaners went into the room where they found a large garbage bag full of soiled linens and towels. When the guests told ******** they cleaned the mess and would give the linens to the cleaners, we never expected to walk into a room in such condition. All the linens and towels had to be thrown away and hours were spent scrubbing the room from top to bottom. Our cleaners have been with the Timberwolf Inn since the original owners and this is one of the worst room conditions they have ever seen. We are extremely grateful that they were willing to take on the cleaning of this room because I dont think many people would have been.During the phone calls, it was never stated that the mattress was ruined or that the guests would have to pay for a new one. It is one of our newer mattresses and it would have been unfortunate if it needed to be replaced because it is still in great condition. When rooms are left in bad conditions we do normally charge additional cleaning fees and at the point of conversation with ******** nothing was ever said about extra charges. Our handicap room is actually probably one of our most used rooms and I think the guest misunderstood when ******** said that the room hadnt been used for a few days leading up to their stay. Beds are thoroughly stripped, cleaned, and checked after every check out and the mattress/pad were definitely not left in the state claimed by the guest prior to them checking in.The guests also did dine in our bar one afternoon where our server was extremely confused and felt very belittled by the guests. She was very upset and did not understand what she did to be treated in such a manner. To us, it just seemed like after the guest was unable to gain access to her room on Thursday that we were unable to do anything right. It was an extremely unfortunate event that has never occurred before. All employees, managers, and owners felt bad that the guests had to sleep in their vehicle. That is not something we ever want to happen. The guests were not charged for that night and were not charged any extra fees. There was an extreme lack of communication and misunderstandings on both ends. Nothing we were able to say or do seemed to make the guests happy. As previously stated, there are so many ways that we try to ensure that a guest is able to gain access to their room and we just do not understand how every system failed that night.