We had a reservation at Jensen's on the Gulf in Captiva Island, Florida, for a long weekend anniversary celebration in June. I clearly understood the cancellation policy.

Well, after the expiration of the cancellation window, I broke my foot. Nothing earthshaking, but I was in a "boot", and a beach vacation seemed wrong.

Thanks to Kevin, the deposit ($800+) was refunded.

As I said, compassionate customer service.

Please consider: http://www.gocaptiva.com/

Nice to hear, but sorry about your foot

We had a similar story a couple years ago. Booked a cabin for over Christmas, and DS ended up with emergency knee surgery. The owner refunded all of the money, with only about a weeks notice. Fast forward to now, and we rebooked with the same owner for this year. He is letting us bring our dog and is not charging us some misc fees. Gotta love when people are so generous!

If there was a contact email, people could compliment them on the great customer service you received.

Sylvia3, agree. All of my contact with them were via phone. I did post something in Tripadvisor about the customer service.

MMS, enjoy your vacation. We certainly plan to rebook.

Just found an email link:


Jensen <[email protected]>

Great services are what make the customers stay. Nice to hear that because there are many establishments which have poor customer services.

If you are on Facebook, see if they have a page and give a shoutout there, hotels always appreciate when someone make a similar post.