Avijit wanted to cancel the reservation and to get a refund at the last minute on the check in day, as her flight didn’t have a seat for her. Because it is a non-refund reservation, it can't be cancelled on the check in date for free. I messaged her that according to the booking policy, I can give her a receipt, so she can ask Westjet to pay for her accommodation fee. She was very angry about that.She came here when the next flight was available. The weather in Yellowknife in May is warm, and the heater in the house was still working. When Acijit checked in I showed her the thermometer on the wall that she can adjust the temperature for her comfort. Avijit’s room has a big window face south, I’m sure it was warmer than 72 F. She showed off that Westjet gave her a very good hotel room for that night and meal voucher.A full equipped guest kitchen is shared with three guest rooms. To respect other guests, strong smell and smoky food are not allowed to cook. Avijit left messy and odor smell food waste on the table when she checked out. We have to open all windows for a few hours to eliminate the odor.We run a small home business. Usually, we accept guests to reschedule their accommodation date even it is a non-refundable reservation. But, free cancellation on the check in day is hard for us. We understand that it is an unhappy thing that people couldn’t take flights on time. Travel insurance would be helpful. Also, if it is the airplane company fault, they will pay for that. We got Avijit’s text after she checked out that if we won't refund her, she would write bad review on the website. We still have the text in the cell phone.

Hi Liliana,You booked this room for 3 people for one night on Expedia a few days ago. Then, you asked to book the same room on another website for other 3 people. I told you it was the same room that you couldn't book twice. You wanted the 6 people stayed together, but all rooms in my house were booked. I guess that you might find a place for 6 people together. I didn't accept your cancellation request on the check-in day. I would have accepted your free cancelation request if you had asked it in advance, not on the check-in day. I'm sorry the three people didn't stay here. I'm sure there is no bad smell, as all other guests stayed here happily on the same day. Anyway, hope you and your five friends had a good time together.

Hello Yuji,I understand your feeling of lost belongs in the travel. I got a phone call from Expedia that you wanted a refund because you lost your cell phone. You didn't ask a refund when you were here and you didn't contact me after you check out. I was on my vacation when you were here, I didn't know the details about it. So when the Expedia customer service called me, I asked her to call me again. There might be some misunderstanding when customer service passed words between us. My helper told me your flight was the first flight in the early morning, so you checked out at dawn. The front door and every room have locks, and nobody lost belongs before, so my helper has no experience to deal with this issue. I’m sorry that you didn’t have a good experience of your last night here. Jenny