Enchanted Treehouse Cottages, Llc

I am not typically the type of person to write a bad review for any company, but after the situation we found ourselves in in dealing with our reservation through Enchanted Treehouses, I felt it was necessary to write a review so that everyone will be aware of what they may find themselves dealing with if an entirely unpredictable & devastating circumstance prevents them from being able to have their stay at this facility. We had reserved a treehouse Friday-Sunday to celebrate our one-year wedding anniversary, & my mother passed away unexpectedly that Friday morning. We understood that a late cancellation would imply that we would be out our deposit, and we called to tell them that we would not be able to be there Friday due to my mother’s passing, but we would try to come Saturday at best. But Saturday ended up being a day full of funeral planning, which was incredibly difficult on my family, and I felt I was needed to stay home to help with these arrangements, so my husband called to say we would not be coming. However, our credit card was still charged the full amount for a 2-night weekend stay that we did not get to have. We even asked if we might be able to change our reservation for another weekend, and we would pay in full for that, but they refused to budge. After a couple of phone calls, they agreed that they would charge us only the deposit amount, which we were 100% fine with, considering we were having to cancel on extremely short notice. However, only an hour later, we received another phone call stating that she didn’t feel like my husband was “sorry enough” when he called to inform her of why we would not be able to stay, and she had decided to proceed with charging us the full amount for a 2 night stay. So, not only did we have to deal with the death of my mother, but we also had to go through this terrible experience with them as well. Unfortunately with unexpected deaths, you don’t always get a heads up to cancel plans, and in dealing with this management, it has been made clear that they will have no sympathy or flexibility with those being put in these difficult circumstances and their bookings. Two of our family members have already chosen to cancel their bookings with Enchanted Treehouses because of the unprofessional management that they displayed in helping us with this situation, and because of their way of handling this, I will not be recommending them to anyone again.
EDIT: this owner has continually called us liars about the circumstances we have gone through, on every source that we have posted a legitimate review. Who calls someone who has gone through the death of any loved one a liar? Do you require a death certificate to believe that this is a legitimate reason as to why we were unable to make it to this reservation? And who is she to decide when a person sounds "sorry enough" about the death of a loved one? What terrible business management. Despite her accusations, my "story" has never changed; in fact, I copy & pasted my review onto every review site I could find, yet she continues to say I am lying and changing the story? I wish with all my heart that there were a way to change this story, however there is not. I hope this person never has to go through what we have been through. We desperately wanted to keep this reservation; we needed a getaway after all that we have been through, and when we were unable to, this owner has made the situation even worse. She has grasped at straws to justify her actions - actions which have no justification. In addition, she has posted untrue details of what she believes she has been told of my mother’s situation on every response to my reviews. She accused me of using secondhand information, when she is doing exactly that. I cannot say how poorly she has handled this situation as a “businessperson”, or as a human being in general.