![]() These tactics are usually successful when there are several days lead time, however, in this case of a cancellation on the date of arrival, there was just not enough time. Once it was clear that they would not keep their reservation, we made every possible effort to re-book their two room nights by calling the availability to Island bookings services and making the room nights available for online booking. At the Brass Lantern, we suggest to our guests when they call to book, book online and in their email confirmations - and to potential guests on our website - that they consider trip insurance to protect their investment in their Nantucket holiday and for peace of mind. Planning a trip to Nantucket is expensive, and travel to the Island can be complicated by travel delays or cancellations related to missed connections, bad weather or, as in this case, mechanical failure. It would have been possible to get to Nantucket from Martha’s Vineyard via a stop on the mainland, either by plane or by boat, or to travel the next day to use part of their reservation, but the reviewer declined to pursue either alternative and they stayed where they were. When they notified us by email shortly before they were to arrive, I checked the Cape Air website which showed space available on the flight to Nantucket and conveyed this information to them, but, according to the reviewer, those seats were gone when they called. ![]() While the ferry lines have an excellent record of reliable travel, in this case, mechanical failure caused their boat from Martha’s Vineyard direct to Nantucket, which sails just once a day, to be cancelled. If their rooms had been re-booked, we would have refunded as much of their deposit as possible, as we always do for our guests – which is over and above ‘standard policy’. This cancellation information is conveyed verbally when reservations are made by phone, on our website and is contained in the email confirmations. I understand Doreen B’s frustration with this unfortunate situation, which was caused by a transportation failure, but want to clarify that it is standard policy on Nantucket that short reservations less than four nights are paid in full at the time of booking and fourteen days notice is required to receive a refund on cancellation. ![]() It is very unfortunate that this reviewer experienced the worst case scenario of travel to the Island of Nantucket – I remember it well because I tried every avenue to help them find another way to get to Nantucket and to re-book their room nights when they didn’t get to Nantucket.
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