Policies

Reservation Information

  • Advance reservations are recommended so that you are able to visit us on your preferred date and stay in your preferred guest room. A two night minimum is required on weekends (Friday and Saturday) from mid-May through mid-November and on certain holidays. Please contact the Innkeeper directly for LAST MINUTE AVAILABILITY and EXTENDED STAYS.
  • A valid Visa, MasterCard, Discover or American Express Credit Card number and expiration date are required to secure a reservation until arrival. A deposit equal to a single night’s stay and applicable sales tax will be charged upon making a reservation. The remainder of your room charges, along with applicable sales tax, will be due on the morning of your check-in. If you wish to utilize a credit card other than the card used for your initial deposit, please contact us in advance, before your balance is charged. Payment by check or cash is due within 5 days of booking and no less than 14 days prior to arrival. Contact the Innkeeper for payment by cash or check or for last minute availability.
  • Sutherland House is a small Bed and Breakfast with only five guest rooms and we frequently have to turn away other interested guests. We also make many preparations, including purchases and scheduling staff, based upon reservations. We understand that sometimes plans unexpectedly change. In order to provide our guests with the best experience possible, please carefully read the following cancellation policy:
  1. If your plans change after your reservation is confirmed, cancellation notice is required 14 days in advance (not including your day of arrival). In that event of a cancellation of a duration of one to three nights, we will refund your credit card in the full amount minus a $35 cancellation fee, per room reserved. In the event of a cancellation of a stay of a duration of four nights or more, we will refund your credit card in the full amount minus a $50 cancellation fee, per room reserved. The cancellation fees also applies to changes in your arrival/departure date that result in a shorter stay.
  2. Reservations cancelled less than 14 days prior to your arrival date will be charged in full, unless we are able to re-book your room with another party. We will make every effort to re-book your room and will refund any rooms we are able to re-book minus a $35 or $50 cancellation fee, as applicable, per room reserved. If the event we need to relax our minimum night stay (when there is a two or three day minimum) in order to fill your room, there is an additional $35 cleaning fee added, per room.
  3. You must email us your cancellation request or contact the Innkeeper by phone. Your cancellation is not confirmed until you received a cancellation confirmation number from us.
  4. Cancellation of a reservation for three (3) or more rooms requires a 30 day cancellation notice.
  5. Cancellation of a reservation for certain special events (such as the Murder Mystery Events) may require a 30 day notice of cancellation.
  6. Reservations to be made and paid with gift certificates are subject to the same cancellation policy and MUST be booked by phone.
  • Deposit and Cancellation Policy when booking the entire Inn: Please note that when booking the entire inn, regardless of the season, we require a two night minimum. A deposit of 50% is required at time of your reservation. If your plans change after your reservation is confirmed, cancellation notice is required 45 days in advance (not including your day of arrival). In that event, we will refund your credit card in the full amount minus a $150 cancellation fee. The $150 cancellation fee also applies to changes in your arrival/departure date that result in a shorter stay. Reservations cancelled less than 45 days prior to your arrival date will be charged in full, unless we are able to re-book your rooms with another party. We will make every effort to re-book your rooms and will refund any rooms we are able to re-book minus a $50 cancellation fee per room reserved. You must email us your cancellation request or contact the Innkeeper by phone. Your cancellation is not confirmed until you have received a cancellation email from us.
  • Please let us know in advance if you have any dietary restrictions when you book your reservations.
  • Sutherland House cannot accept responsibility of changes in travel plans, personal illness or injury, family emergencies, inclement weather, etc. All cancelled reservations, regardless of notice or reason, will be charged a $35 or $50 cancellation fee, as applicable. No refunds are provided for late arrivals, early departures, or no-shows.
  • Guest information is collected for the purpose of processing your reservation. Your information is kept confidential and is not shared.

Policies at our New York B&B

Sutherland House is a quiet escape and romantic getaway for most of our guests, and we work hard to foster that environment at our Finger Lakes Lodging. For the enjoyment of all guests, children age 16 and above are welcome at any time. When the entire inn is booked for special events, such as weddings, family reunions, etc., children of all ages may be included.

  • A maximum of two (2) guests , including children age 16 and older, can be accommodated in all of our rooms, with the exception of the Parker House Suite. A maximum of four (4) guests, including children age 16 and older, can be accommodated in the Parker House Suite.
  • In consideration of others, we ask that all tobacco use occur only in designated areas, and that all butts be discarded in the receptacles for this use. Smoking and/or vaping is not permitted inside the inn at any time. In the event this policy is violated, the guest will be required to leave the property, no refund will be provided, and the guest will be charged a $200 cleaning fee.
  • We are unable to accommodate any pets or animals of any kind, size or type.  
  • Check in between 3:00 p.m. – 6:00 p.m. Check out by 11:00 a.m. Should your travel arrangements bring you to the area earlier than check-in-time, please feel free to call and we will determine if your room is ready for an early check-in. In the event you plan to arrive later than 6:00 p.m., let us know and we will make arrangements to accommodate your arrival time to our Finger Lakes lodging. Please also call and let us know if you are running late.
  • A valid ID will be required when you check in.
  • NO candles or incense are permitted in the guest rooms.
  • Breakfast is included in your room rate. Guests are welcome to invite friends or family to join them for breakfast, provided there is sufficient seating. A $20 charge per person will be added to the guest’s account. Please make advance arrangements with the Innkeeper.
  • Guests may not invite friends or family, who are not registered guests of the inn, to spend time on the premises of our Finger Lakes lodging without consent of the Innkeeper.
  • Guests will be charged to repair any damages beyond normal wear and tear they cause to the premises or to room amenities.
  • There is no kitchen or microwave available for guests, and appliances for warming or cooking food are not permitted in the guest rooms.

Sutherland House Victorian Bed & Breakfast

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Policies

3179 NY-21, Canandaigua, NY 14424 P: (585) 396-0375 E: innkeeper@sutherlandhouse.com

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