A True Home

Tilly, a red squirrel maid, serves as a primary antagonist and a foil to Mona. She is a dynamic and round character whose initial hostility masks deep-seated insecurity and trauma. When Mona first arrives, Tilly is dismissive and cruel, belittling her size and abilities and setting her up for failure. Short on explanations but long on demands, Tilly bosses Mona around and complains, “It’s not my fault you’re so slow” (56). She rigidly enforces the hotel’s rules, using them to assert her authority and criticize Mona’s every action. This behavior stems from a powerful fear of being replaced. The Heartwood Hotel is not just a job for Tilly; it is the only safe haven she has known since a coyote attack took her family. Her prickly exterior and insistence on protocol are defense mechanisms built to protect her precarious sense of belonging.

Beneath her abrasive surface, Tilly struggles with jealousy and a sense of inadequacy, which is slowly revealed as Mona succeeds in tasks that Tilly finds difficult. Mona’s natural ability to handle difficult guests like the Sudsburys and her bravery in the face of the bear highlight Tilly’s own fears. While she projects an air of competence, she is shown to be just as frightened as anyone else during the bear alarm and the wolf threat. Her character arc pivots on the theme of Overcoming Prejudice Through Empathy, but in this case, it is Mona who must learn to look past Tilly’s behavior to understand its source. Small moments of kindness, such as bringing soup to a sick Mrs. Higgins and honey to soothe Cybele’s throat after a long performance, hint at the more compassionate squirrel beneath the defensive shell.

Tilly’s transformation culminates in a moment of self-awareness and accountability. After her constant antagonism drives Mona away, Tilly confesses to Mr. Heartwood and the entire staff, “It wasn’t her fault! It was mine” (126-27). In contrast to her earlier denial that she is to be blamed for any of Mona’s failures, she admits that her actions were driven by the fear that Mona’s competence would make her obsolete. This confession is a turning point, breaking down the walls she has built around herself and allowing for a genuine connection with Mona. In the final chapter, she fully reveals her tragic backstory, explaining that her fear of losing her home at the hotel is tied to the trauma of losing her family. This vulnerability allows Mona to see her as a fellow creature who has suffered loss, and the two finally form a bond of friendship, transforming their relationship from one of conflict to one of mutual support.

Mr. Heartwood, the badger proprietor of the hotel, functions as a mentor and ruler archetype. He is a round, static character who embodies the values of the community he has built. His philosophy is explicitly stated in the motto he displays above the hearth regarding Protection and Respect, and in another motto: “Sleep in safety, eat in earnest, and be happy at Heartwood” (15). These principle governs all his decisions, from offering Mona a job in exchange for a night’s stay to his ultimate reversal of the prejudiced no bugs rule. His motivation for creating such a sanctuary is deeply personal, as he founded the hotel to provide a safe place for travelers after his wife was taken by wolves. This backstory informs his fierce dedication to safety and his particular dislike of wolves, which drives much of the story’s conflict.

Though kind and paternal, Mr. Heartwood is also a stern and principled leader. He has a distinctive, almost whimsical manner of speaking in rhymes, which softens his authoritative presence. He tells Mona, “If you pledge your paw to our hotel, and give it your all, you may stay for the fall” (33). However, he is capable of great anger when he feels the hotel’s safety or principles are compromised, as seen when he scolds Tony the woodpecker for failing to sound the alarm about Brumble’s approach. He is not infallible; his rigid rules, while well-intentioned, sometimes conflict with the spirit of the hotel, as with the rule against six-legged creatures. His journey in the narrative involves recognizing that Mona’s intuitive empathy sometimes serves the hotel’s core mission better than his own established policies. He rewards Mona for her bravery and for reminding him of the true meaning of the Heartwood’s hospitality, making him a wise and adaptable leader.

Ms. Prickles is a porcupine cook who embodies the caregiver archetype. As a static and flat character, her primary role is to provide comfort, wisdom, and nourishment to the hotel’s staff and guests. She is the first character to show Mona genuine, unconditional kindness, immediately offering her a rag to dry herself and a bite of cheese crumble. Her kitchen is a place of warmth and safety, and she acts as a maternal figure for both Mona and Tilly. Her special seedcakes serve as a symbol, representing the comfort of home and, as Mona later discovers, providing a tangible link to her forgotten family past.

Beyond her nurturing presence, Ms. Prickles is perceptive and wise. She understands the emotional undercurrents within the hotel and often provides subtle guidance. When Mona complains about Tilly’s meanness, Ms. Prickles advises her not to judge too harshly, stating, “everyone’s heart has hurts” (70). This insight hints at Tilly’s hidden trauma long before it is revealed, encouraging empathy over resentment. She is a stable, calming force throughout the story, representing the deep, unconditional care that lies at the heart of the hotel’s philosophy.

Gilles, the front-desk lizard, serves as the hotel’s officious gatekeeper. He is a static, flat character defined by his pride in the Heartwood’s reputation and his strict adherence to its rules. When he first meets the muddy Mona, he is hesitant and dismissive, informing her that the hotel is full. His primary concern is appearances and prestige, evidenced by his obsession with receiving a positive review in the Pinecone Press and boasting of the hotel’s many celebrity guests. His worldview is governed by established policies, and he is incapable of seeing beyond them. This is most apparent when Mona checks in Ms. J, an insect guest. Gilles is horrified, exclaiming, “Don’t you know anything? There are NO bugs at the Heartwood” (110). His rigid mindset creates conflict and offers a direct contrast to Mona’s flexible, empathy-driven decision-making, highlighting the tension between formal rules and true hospitality.

Mrs. Higgins, the hedgehog housekeeper, is a static character who represents the formal authority and logistical management of the hotel. She is stern, efficient, and often flustered, particularly by the unexpected arrival of the Sudsburys. Her role in the narrative is largely functional; her prolonged illness with a cold creates the staffing shortage that gives Mona her opportunity to work at the hotel. She operates strictly by the book, handing out daily schedules and expecting them to be followed without deviation. While she can seem intimidating, her strictness is born from a sense of duty to the hotel’s smooth operation rather than any personal malice. She acts as another figure of authority whose rule-based approach contrasts with Mona’s more intuitive methods.

Cybele is a swallow who becomes Mona’s first friend at the Heartwood. A dynamic but flat character, she is initially found in a state of quiet despair, isolated by a broken wing that prevents her from migrating with her flock. She represents the vulnerable travelers that the hotel is meant to protect. Like Mona, she is at the Heartwood out of need rather than leisure. 

Mona’s kindness and encouragement inspire Cybele to share her gift of song, transforming her from a shy and lonely guest into the hotel’s beloved resident entertainer. Her journey reinforces the Heartwood’s role as a place of healing and community, while her friendship provides Mona with a crucial source of support and validation, helping her feel like she belongs. Cybele’s injured wing also inspires Mona to think more empathetically about Tilly, whose hurt is not visible. Mona “wondered exactly what hurts Tilly had. She couldn’t imagine Tilly ever crying. Not like Cybele […] Cybele had obvious hurts” (70). Through Cybele, who confides in Mona about her physical and emotional pains, Mona learns to intuit that for others, some traumas may be too painful to discuss until they are ready.

Brumble is an elderly bear who initially appears to be a major threat to the hotel. This static, flat character is quickly revealed to be just a confused and gentle creature looking for his den. His appearance provides Mona with her first significant test, allowing her to demonstrate her unique brand of courage, which is rooted in empathy rather than force. By calming him and guiding him home, Mona proves her worth and gains a new level of self-confidence. Brumble later functions as a key ally whom Mona can call upon to defeat the wolves in the climax. His character arc exemplifies the theme of Overcoming Prejudice Through Empathy, showing how what appears to be a dangerous intruder is actually a harmless, lost individual. 

Brumble’s role also highlights Mona’s modesty and integrity, as she is proud to solve both problems of his intrusion and his lost direction but is content to keep her successes to herself rather than boast to Mr. Heartwood. Her only reason for wanting to speak with Mr. Heartwood, which Tilly discourages, was to warn him about the presence of wolves. Whereas characters like Gilles and Tilly may seem eager for praise and acknowledgement, Mona is focused on doing a good job simply because it is the right thing to do.

Lord and Lady Sudsbury are a pair of skunks and regular guests at the hotel. These flat, static characters serve to create a comical but challenging situation for Mona. Lord Sudsbury is defined by his high-strung, anxious nature, which causes him to spray when startled. Lady Sudsbury is more composed but equally demanding of the high standards of service she expects. Their unexpected early arrival and the subsequent “Big Stink” create a problem that cannot be solved by following the rules. Mona’s clever and empathetic solution of using peppermint to both mask the odor and soothe the skunks demonstrates her resourcefulness and her ability to manage difficult situations with grace. They become her allies, consistently requesting her help and valuing her unique skills.

The wolves function as the primary external antagonists of the story. As a collective, they are flat, static characters who represent the lawless, predatory world of Tooth and Claw that exists outside the sanctuary of the Heartwood. Led by the named wolves Gnarl and Wince, they are driven by greed and hunger, plotting to attack the hotel during the First Snow Festival. They are characterized by their arrogance, menace, and infighting, serving as a purely malevolent force with no redeeming qualities. Their presence provides the ultimate threat that unites the hotel community and gives Mona the opportunity to lead them in a clever, courageous defense, solidifying her role as a hero.