Hillcrest Guest House, St. John, USVI, Cruz Bay, US Virgin Islands: Hotel Rates & Reviews

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157 Enighed, Cruz Bay, US Virgin Islands 00831-0033Map

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By Amy | Posted 03/26/13

I am writing this review on behalf of dear friends, Paul and Trish, who had reservations with Phyllis to spend a once in a lifetime vacation to celebrate their 20-year wedding anniversary at the Hillcrest Guest House in St. John March 24th - 31st, 2013. Tragically, Paul suffered a traumatic brain injury during a game of racquetball and has been in the hospital for over a month. He will be undergoing intense rehab for a minimum of one full year, and it is not until after this time that the family will know what they might expect for Paul's future. The prognosis runs the gambit between near full recovery to nursing home for life. This is a time of true crisis for the family. Their world has been turned upside down in one moment. Clearly, this is nothing that they could have predicted and, let's face it, nothing that any of us would anticipate happening to a loved one or us. Phyllis does state on her website that a 35 day notice is required for cancellations. Trish actually did call her just a few days shy of full term notice, explaining the horrendous circumstances under which she needed to cancel the trip and request a refund. Much to her shock, Trish was met with a cold-hearted refusal to break policy regardless of circumstance. Trish then plead for a partial refund and again was flat out denied. The only concession Phyllis would even consider offering was an opportunity to reschedule the trip. Trish explained, due to the reasons I have outlined above – simply put – her husband’s unknown outcome, that she could not think about alternate dates at this time. Phyllis brought up that she herself is facing health issues, apparently cancer of some type, which, frankly one would think likely make her more sympathetic to my friends’ situation. Instead, she mentioned it, only to make the point that she has bills to pay. Another family friend called Phyllis on Paul and Trish’s behalf in hopes of securing a refund or partial refund but was met with the same harsh attitude and outright refusal to make any concessions. Phyllis held fast to her policy and stated again that she has bills and cancer. I personally sent her a reasonable and fair letter trying to relate to her as a fellow business owner that understands we do have policies in place to protect both ourselves and our customers, but that there are certain times and extraordinary circumstances that call for a break in policy, even if it might cost us money in the short term. I sympathized with her personal health issues and wished her great success in whipping cancer’s butt. I asked that she consider how she would like to be treated if the situation were reversed and then implored her to carefully consider the situation and issue a refund. Not surprisingly, I have not heard back from her. Phyllis appears lacking in ethics, a heart, and honestly, even good business acumen. While Phyllis’ decision to hold tight to policy has served her well in the short-term (she has $1400 that should go back to my friends), please help me ensure this ill decision will not serve her well in the long-term. IF YOU ARE CONSIDERING A STAY AT THE HILLCREST GUEST HOUSE, LOOK FOR OTHER ACCOMODATIONS in St. John. This woman does not deserve your business, and God forbid, you make the reservation and something horrible and unforeseeable should happen that would require you to back out of your trip. You would likely find yourself, like my friends, facing skyrocketing health bills, while their $1400 unused accommodation money, funds they could really use, remains with the proprietor of the Hillcrest B&B.... Read More

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