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“NO customer Service, changed reservation without consent” 2 of 5 bubbles
Review of Christmas Farm Inn & Spa

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Christmas Farm Inn & Spa
Ranked #5 of 13 Jackson B&B and Inns
Certificate of Excellence
Canterbury
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
“NO customer Service, changed reservation without consent”
2 of 5 bubbles Reviewed 6 February 2012

Each year, we travel to Jackson for a 4 day stay. We chose to visit Christmas Farm Inn this year. Discussed rooms with the staff and chose a room in Carriage House, based upon windows and view. Received email confirmation, 3 months prior to visit. Two days before our trip, received an email with inaccurate dates of our trip and a different room. Quickly called and rec'd the response "Hmm, don't know how that happened AND yes, the room is changed...". I stated I chose the specific room and was told "oh, it doesn't matter, we can't change it, as we've already rented the room you chose" I was not happy with this and told the reservation desk. NOT ONE THING was done to change or make right the errors that occurred on behalf of the Inn. As business owners ourselves, we would have NEVER not fixed the error. We would provide a service to our guest that would 'cover' our mistake. NOTHING! When we arrived, the front desk stated the same..."hmm, don't know why you were changed to a different room, oh, well, here's your key." I will agree with other reviews that the staff is pleasant, but incapable of customer service. The prices charged in the dining room and the Inn are indicative of much better service than is received. The staff is friendly, but untrained. If you are looking for a pleasant stay, I'd choose the Inn at Thorn Hill, a very qualified staff, nice rooms and great customer service. VERY DISAPPOINTING STAY...NEVER AGAIN.

  • Stayed February 2012, travelled as a couple
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
2 Thank Joann M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CFIManager, General Manager at Christmas Farm Inn & Spa, responded to this review, 14 February 2012
Dear Guest,

Thanks for your review. We are truly disappointed to read of your disappointment and account of the facts.

It is true that the room that you originally booked was changed due to an extension of another long-stay reservation: that of a bride and groom. This was communicated verbally to you and your partner by phone, several times over several days, as well as in writing. The room you eventually occupied was identical to and adjacent to the room you originally booked. It offered exactly the same aspect and views of the estate and the White Mountains – the private balconies are side-by-side, only a couple of feet from one another. Both rooms offer exactly the same furnishings and amenities: large bedroom with king-size bed an TV, large bathroom with Jacuzzi bath and walk-in shower, separate living room area with fire place, wet bar, refrigerator, TV and access to their respective balconies. The rooms are the same size and mirror images of one another. It is for this reason that we only show one picture of a Carriage House Suite on our website for all 12 suites. There is really no difference.

As explained to you, there was no error regarding the change in your room. We found that we had no other viable option. It seemed most unreasonable to move out a bride and groom during their wedding, when it was possible to offer you an adjacent room, the exact same room type, with all other conditions being the same. Another consideration was that the bride and groom made their reservation well over a year ago. Regardless, because of the high occupancy during this period, we didn’t have any other options that would reasonably work. The most reasonable thing to do was to change your room and count on your understanding and good nature. What would you have done – kick out the bride and groom? Again, we did discuss our dilemma with you and your partner prior to your arrival, as well as offer our sincere apologies for the change. Most all lodging establishments reserve the right to change booked rooms to an equal or upgraded room type. Although valid reasons may pop up, it is seldom that we would need to change someone’s reserved room. This was an exception that we thoroughly explained and you did not lose out in any way. Unless you expected a discount of some sort, we do not understand the ‘mistake’ you wish us to ‘cover’.

Furthermore, we do note that you refused to complete the check-in process until you viewed the room in question; and you subsequently chose to remain in the allocated room for the length of your reservation. Other interactions with you and your partner during your stay gave us no indication that you were still harboring disappointment, this included personal assistance to you and acceptance of a complimentary drink. We also note that, in addition to our aforementioned apologies, we did leave a gift in the room for you and your partner to enjoy as a goodwill gesture.

We regret that you feel the animosity that you do. We run an honest business and genuinely try to do our best to please all of our guests. Otherwise, we hope you will enjoy your return to Jackson in any one of the fine Inns and B&Bs this wonderful village has to offer.

With kind regards,
Gary an Sandra Plourde
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695 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (182)
Date | Rating
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English first
Providence, Rhode Island
Level Contributor
43 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 69 helpful votes
4 of 5 bubbles Reviewed 31 January 2012

Our 2nd time here - charming, friendly, great food!!!

Room Tip: The Carriage House suites are beautiful with great mountain views. This time we stayed in the Sugar...
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  • Stayed January 2012, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank loribr
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CFIManager, General Manager at Christmas Farm Inn & Spa, responded to this review, 13 February 2012
Many happy returns! Gary, Sandra and all the team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Hollis, New Hampshire
Level Contributor
93 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 53 helpful votes
5 of 5 bubbles Reviewed 30 January 2012

We have stayed here as a a couple and as a family numerous times. The jacuzzi rooms are great for a couple. The innkeepers are very warm and helpful. It's a great spot that is close to North Conway but nice and quiet. We love the Christmas Farm Inn whether it's in the Summer or the Winter.

Room Tip: We love the Yuletide room for the three of us if you're on a budget!
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  • Stayed June 2011, travelled with family
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank Jill C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CFIManager, General Manager at Christmas Farm Inn & Spa, responded to this review, 13 February 2012
Thank you so much! The staff at Christmas Farm Inn
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Franklin, Massachusetts
Level Contributor
20 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
5 of 5 bubbles Reviewed 25 January 2012

We just returned from a wonderful stay at the Christmas Farm Inn! After reading reviews and visiting their website, we expected an enjoyable and comfortable stay - we had that and more! A warm welcome awaits you when you walk in the door and the welcome feeling continues throughout your visit. The added touch of freshly baked cookies at the desk and hot coffee in the sitting room enhances the welcome! We stayed in the Saltbox on the first floor and our room was surprisingly much larger than anticipated and included a large water jet tub along with a private bath and shower, more than enough room for luggage and clothing and a comfortable sitting area.
We enjoyed breakfast both mornings and a delicious dinner one night (highly recommend the Chocolate Bag for dessert!). Serving sizes were more than filling and the presentation was lovely. The menu had a good variety including gluten free options.
We have stayed in the MWV area for the past 20 years but have never stayed in Jackson. The location is perfect - close to everything but not right in the middle of it. The view from the front porch is nothing short of breath taking!
All of the staff that we encountered, from the front desk right up to Innkeeper Gary, couldn't have been friendlier or more helpful.
We will most certainly revisit the Christmas Farm Inn!

  • Stayed January 2012, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
4 Thank tee1104
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CFIManager, General Manager at Christmas Farm Inn & Spa, responded to this review, 13 February 2012
Ahhh, the chocolate bag strikes again!
Thank you very much for your great review, we loved reading it. Gary, Sandra and all the team
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Humarock, Massachusetts
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed 24 January 2012

Stayed at the Sugar House cottage and had a wonderful time. Food was excellent, the grounds and views are lovely and the staff made us feel like one of the family. The extra added touch of snow flurries was the icing on the cake. Already planning our next trip! Thanks, Cheryl & John

Room Tip: The cottages are lovely
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  • Stayed January 2012, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank cbn313
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CFIManager, General Manager at Christmas Farm Inn & Spa, responded to this review, 13 February 2012
Hurry back! Snow flurries optional ;-)
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Christmas Farm Inn & Spa

Property: Christmas Farm Inn & Spa
Address: 3 Blitzen Way, Black Mountain Road, Jackson, NH 03846
Region: United States > New Hampshire > White Mountains > Jackson
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #5 of 13 B&Bs / Inns in Jackson
Price range (per night): $163 - $399
Hotel Class:3 star — Christmas Farm Inn & Spa 3*
Number of rooms: 41
Official Description (provided by the hotel):
Christmas Farm Inn and Spa is a historic country Inn with a state-of-the-art spa, offering dining and lodging in Jackson, New Hampshire. Our 15 acre campus is the perfect retreat to enjoy the amenities of the Mt. Washington Valley. ... more   less 
Reservation Options:
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Also Known As:
Christmas Farm Hotel Jackson
Christmas Farm Inn And Spa
Christmas Farm Resort

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