This is Scott Baker, hotel owner. Zackary telephoned my hotel shortly before Midnight and said he needed to cancel his reservation because he meant to reserve a hotel in Warsaw, Indiana instead of Goshen, Indiana. My front desk agent told Zackary that because the reservation was prepaid to Expedia, that the he needed to call Expedia to cancel as we at the hotel did not charge his card, it was Expedia that charged his card, so he needs to call Expedia to cancel. We cannot cancel for him. He has to do that and we told him. According to Expedia, he never called them to cancel. At no point did Zackary ever arrive at my hotel. He was never here.

This is Scott Baker, hotel owner. I am glad you had a great stay!

This is Scott Baker, hotel owner. I am glad you had a comfortable stay.

Hello William this is Scott Baker, hotel owner. I am sorry you were not able to rent a room. We do not accept cash, only card.

Hello Deborah! This is Scott Baker, hotel owner. I hope your stay at my place contributed meaningfully to lifelong memories of a happy trip. My staff and I make a conscious effort to creat memorable experiences for our guests.

Hello Sade this is Scott Baker, hotel owner. I am sorry things did not work out between us. I have a responsibility to protect your privacy, so I cannot discuss the circumstances.

Hello Robert, this is Scott Baker, hotel owner. I am sorry I delivered a disappointing experience. I would appreciate hearing from you about what went wrong.

Hello Kreg, this is Scott Baker, hotel owner. I am sorry I delivered a disappointing experience. You may have noticed updates I am doing outside and I am sure you will like the result. I will check the shower in the room where you stayed to see what I need to do. Thank you for staying with me and I hope you will give me another chance in the future.

Hello Elizabeth this is Scott Baker, hotel owner. I am looking at my records and it says your reservation was cancelled and you never arrived? I would like to know more.

Hello Jeanne, this is Scott Baker, hotel owner. I am sorry I delivered a disappointing experience. That storm that went through really made a mess. I am sorry we did not have it cleaned up yet when you stayed.

Hello Megan, this is Scott Baker, hotel owner. I am very sorry. I would never in a million years knowingly rent a room that was either dirty or smelly. It pains me to know that you even spent one minute in a room that was like that. Did my staff not immediately fix the problem by giving you a pristine room? This is distressing to me.

Hello Janie, this is Scott Baker, hotel owner. I am glad you enjoyed the cleanliness of the rooms. I am renovating my hotel right now (no inconvenience to guests) so you should see some nice updates soon. Thank you for staying at my place.

Hello Janet, this is Scott Baker, hotel owner. Thank you for staying at my place. I have many times the landscaping as my competing hotels (quite beautiful) but that also means extra care is needed in keeping ahead of weeds. My staff has been catching up this week. I hope you still enjoyed the acre+ of beautiful landscaping even with some weeds.

Hello Wendy, this is Scott Baker, hotel owner. I am sorry for the problems with your stay, including the water leak. My assistant Alex spoke with your husband about the problems and Alex adjusted your bill. I have shared your review with my staff and we have made some changes in how we do things so we can keep the problems from happening again. Again, I apologize.

Hello Eric, this is Scott Baker, hotel owner. I believe you and support you. I believe when you say that the hotels.com website glitched and reserved you the wrong date. You have repeatedly told us that both in your review and in direct communications with my staff. I am saddened that the customer service rep who you spoke with at Expedia/Hotels.com (a 16 billion corporation) was not willing to take responsibility or escalate the matter to their supervisor and is instead trying to throw me and my family (we just have one small hotel) under the bus and tell you that we are the reason their company cannot afford to take responsibility for their own mistake. If you are still reading, I was sold out of the type of room that Hotels.com purchased for resale to you and there was at least one traveler who wanted that type of room and decided to go to another hotel that night because I did did not have any more of it. Also, I am not blaming you for what happened, but just for the benefit of others reading this, I have a system that automatically sends the guest a text message early on the day of arrival which travelers appreciate. We received from you a response to that text a full day after we sent it out. I support your efforts to get justice from Hotels.com, but please do not let their rep get away with blaming a small family business that did exactly what Hotels.com told us to do even to the point of turning down a sale from another traveler. Please feel free to share this response from me with your bank when you challenge the charge to your credit card. It may help you if they know I am taking your side.

Hello Scott, this is Scott Baker, hotel owner. I like your name. I am sorry I delivered a disappointing experience. I would be honored if you would give me an opportunity to earn a better rating.

Hello, this is Scott Baker, hotel owner. I am sorry I delivered a disappointing experience. I am embarrased about what happened. After you left, we did some checking. We had a guest who out of habit always remakes their bed as soon as they get up in the morning. They remade the bed to match the other unused bed in the room so well that it fooled my housekeeper and she thought the bed was unused. Because of your experience, I reminded all of my housekeepers they need to pull back the sheets and check the bed no matter how pristine it looks. I own and manage my own hotel here and I take pride in providing a great experience to all of my guests. I really let you down.