Swiftcurrent Lodge and Cottages by the River

I never slept in a bed at Swiftcurrent Lodge, but I saw how the property treats guests when life falls apart. My 91-year-old mother-in-law suffered a catastrophic fall on Saturday night, with severe traumatic brain injury, and passed away Monday evening. While she was still fighting for her life on Sunday, I called to cancel my Monday-night reservation. No one answered. I sent three separate emails that day explaining what had happened and respectfully requesting a refund. No acknowledgment, callback, or reply came. On Monday afternoon, the day she died, Andrea, apparently one of the owners, replied: “Unfortunately you are within the 7-day period and our system automatically charges the full amount… I am so sorry to hear about your medical emergency and truly hope for a speedy recovery.” A speedy recovery. She was already gone. The wording was painfully tone deaf, but what struck me most was the decision to hide behind automation and policy instead of showing a little human judgment. Andrea said the system made the decision, not her. To me, that’s not a policy, it’s refusing to take ownership while dressing it up as one. I’m a vocal supporter of small businesses. I choose them deliberately, defend them, and understand the financial pressures they face. That’s why this stings. Small businesses earn loyalty by treating people like people, the way large corporations often won’t. Andrea had the chance to do that and chose not to. For contrast, I also had a reservation at Murphy’s Lodge that Sunday. I sent them the identical email, and they replied right away with an unconditional refund and no mention of policy: “I am so sorry for your loss. We will absolutely refund your stay.” No conditions, no system, no exceptions, just a person making a decent decision. Murphy’s Lodge has earned my loyalty permanently. Swiftcurrent Lodge lost mine before I ever arrived. Choose accordingly.