Response from the owner - a year ago
Our check-in policy offers arrivals anytime after 2pm, but no later than 9pm. This is explained at the time each reservation is made, and is also included with each confirmation and a follow up email. We do understand that vehicles break down or traffic is at a standstill and sometimes we have to offer a grace period for our guests. This guest was aware that they would not be able to arrive on time at least 2 days prior to their arrival and was not happy that we would not change our policy just for them. We did issue a full refund, with no standard cancellation fee, when the reservation was cancelled.