My sisters and I planned a weekend away for the 3 of us to enjoy. This inn looked picturesque and fun. We left behind our spouses, children, and pets to relax, and have a much-needed good time together. We got to our room and the heat was not working. It was blowing cold 65°F air and would not meet the temperature it was set to. The TV was not working either. We mentioned both issues to the front desk before we went to dinner (AJ, she was great!) and she said they would get someone in there to look at both the heat and the TV. We returned later and were told they were fixed. However, neither were fixed or in working order. AJ was awesome and showed us several other rooms to move to. We ultimately moved from a 2 bathroom King, Queen room to a 1 bathroom Full, Full, Twin cot room. Downgrade for sure, but the heat and TV worked. (Side note: one of the alternate room’s TV also didn’t work, and another alternate room had a broken bed that was so slanted, one would fall off if they tried to lay on it.)
The next morning my sisters and I ventured down to the Spa for our scheduled massages. The spa called us the day prior to confirm our scheduled massages for the next day. 2 at 10:30, and 1 at 11:30. We arrived at our scheduled appointment time and they told us we had 1 at 10:30, 1 at 11:30, and 1 at 1pm. That was not what we booked and not what we had confirmed just a day prior with the spa staff. The best they could do was keep one of us at 10:30, and then one of us at 11:30. One of my sisters declined to do her massage which would have to have been at 1pm. The spa then tried to charge us a cancellation fee for their scheduling error. We felt that wasn’t fair and they ultimately removed the cancellation fee. While my other sister’s massage and my massage were fine, our massage therapist emitted a very strong cigarette scent, which is not conducive for relaxation and wellness.
At dinner that evening in the River Room (on-site restaurant) a couple adjacent to us received poor service or incorrect service and asked for the manager. When the manager arrived they proceeded to verbally abuse the manager and staff in a very disrespectful, loud and disruptive manner to all other guests. While they were entitled to be upset with the service errors, they continued to shout after speaking with the manager. A nearby couple asked them to please keep it down, and they started verbally abusing and swearing at those who politely asked them to keep it down. During that exchange, the male member of the couple called one of the polite couple the “C-word”. To which one of my sisters said, “Sir, there is a child sitting right over there.” It was appalling. They disrupted everyone’s evening. They were not asked to leave, and they remained in the room until they were ready to leave. That sort of behavior should not be tolerated.
We’ve only been here 30 hours and all of this occurred. While we knew it was an old inn and not a luxury resort, we were surprised to find the conditions in such disrepair. This 112 year old inn has so much potential, however that needs to start with Ownership and Management. Unfortunately all of the issues we encountered are a result of poor Management. The hospitality staff are not at fault for these issues, it’s an overall operations, maintenance, and management problem. We are not pretentious folks, we never raised at voices at any staff for these issues we encountered, we know this isn’t a 5 star luxury resort and fine dining, and we honestly hope feedback like this is a learning moment. I want to see this place succeed. It’s a very picturesque property. The bones of the inn are historic and a restoration along with necessary and code complaint updates need to be made. My sisters and I unfortunately will not be returning to this inn and nor can we recommend it to anyone. We are eager to leave in the morning.
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