Let me start by saying that I actually love this place, so I cannot give it a 1-star review. It's a great place to eat and to stay. We were regular customers at the pub, and we stay at the hotel sometimes. However, sadly, the owners have made it very hard for us to continue a good relationship with the Sasquatch, and I don't think we can go back because of it.

One night, we had brought some friends to have dinner and spend the night. We were given false/conflicting information by the staff. Feeling tricked, I persisted for an explanation. At no point did I raise my voice, insult, swear, or behave inappropriately.

Feeling cornered, one of the staff members lost her temper and loudly mocked and insulted us, embarrassing us in front of other staff and clients, then "dared" us to leave a bad review.

My wife and I are nice people (we're pastors), so we felt a little shaken by the incident, which clearly couldn't be dismissed as OK.

As a business owner myself, I understand that sometimes one of the staff handles things badly. It happens. One bad experience based with one employee doesn't define a whole business. But how a business handles complaints does matter.

In our case, I didn't write a bad review. Rather, I emailed the owners to explain our concerns, saying that perhaps the worker was just having a bad day, then asked if there might be some way to negotiate a resolution. I stated that I wasn't looking to get anyone in trouble, but the way we were treated made it hard for us to return without some kind of acknowledgement and attempt to make things right between us.

To our chagrin, the owners responded defensively and even went so far as to outright insult me in their reply. It seems that their staff gave them a very different version of what actually transpired. Understandably, as they had good reason to give an inaccurate account of things. But rather than looking into it further, the owners simply blindly believed their staff's version without investigating my side of the story or giving me any benefit of the doubt.

When I explained the above and asked to please help us work toward "making up" rather than dismissing us forever as regular customers, they responded as follows: "I am satisfied that you were responded to appropriately. We will not be responding further.".

This makes us so sad. We've been regular customers for many years and had dearly hoped to be able to put things behind us and move ahead, but we feel "kicked out" at this point.

I feel like giving a one-star review based on how I feel at this time, but to be fair, Sasquatch is a good place. But I can't help but drop 3 stars due to the fact that we were mistreated, then dismissed, so we feel like we can never go back.

Owners, I still very much welcome an effort on your behalf to bring closure to this matter, so we can change this rating to five stars and continue as regular clients. Otherwise, please note I think you handled us poorly and it's ended our long-term relationship.