My husband and I stayed here for one night in May 2012. The 'pros'-The room was spacious, bigger than any I've ever stayed in, w/ 2 beds, 2 glider chairs & table, dresser, armoire w/tv, balcony w/ 2 chairs & table, mini fridge, 2nd sink, closet area that was seperate from bathroom, also there is free wifi and nice view of the lake and mountains. Another pro is it is located very close to the Blowing Rock and the Mystery Hill House. The 'cons'-a bit outdated, esp. the bathroom. The beds were not one queen and one double as I was told, they were the same and barely doubles. The balcony is shared with all the rooms on that level, so you feel as though someone might be watching you sleep as the curtains are not custom cut to cover the windows completely, esp. over the AC.
The biggest drawback was the female manager that seemed to have a split personality. When we arrived, she smiled, welcomed us, offered us ice for our room, and suggested nearby restaurants as well as advised us on nearby activities. However, shortly after getting settled, we could not find a switch to turn on the ceiling fan and tried to call the front desk to ask about it. The phone did not work. I walked over to the office and the girl at the desk who was training (her 1st day) said she would tell the manager and send her over. When she arrived, she was a completely different person! She was agitated....bordering on rude and wasn't trying to hide it. She looked all over for a switch and finally took a picture off of the wall which revealed the switch for the fan. Why are they hiding it?
Then I mentioned the phone issue and she really seemed pissy! She stomped over to the phone where I was sitting and picked up the receiver and tried it herself...hanging up a second later. Then she picked it up and tried again and said it was working fine. I wanted to know what I was doing wrong, and picked it up right after her and started to call the front desk, she barked at me and said "It probably won't work right now"...I gave her a quizzical look and she then said "I just called the desk so it's probably still ringing over there." So what? Shouldn't it still work for me? It was like she didn't want to admit the phone didn't work and have to do something about it. Then before she left I inquired about a wake-up call, there were instructions on what to dial on a paper attached to the phone, and that didn't work either. So I said, "Is the wake-up feature going to work if I try it now?" and she glared at me and simply pointed her finger at the bedside table where the alarm clock was. When I didn't say anything immediately, she said, "That's why we put alarm clocks there!" I said, "So you can't get a wake-up call?" and she said, "Well if you really need one, I can come by and knock on your door in the morning!" I couldn't believe it! The attitude on this woman was scary, like night and day. It seemed as though she felt really bothered that she had to walk the short distance to our room and really insulted that we had any issue at all. I did not appreciate the vibe I was getting at all and would have felt more comfortable just leaving right then. I would not stay there again based on my experience with her alone. I mean, it is the hospitality business for crying out loud! If you don't have that customer service-oriented attitude, even when you are not having the best day, then you are in the wrong business. I don't think a smile and gracious tone are too much to expect. They should be a given.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
31 May 2012
I would first like to say that I am not going to entertain or respond to the slanderous personality attack by this guest. As you can read by the many customer reviews, my 17 years as an innkeeper, my hospitality and gracious attitude towards guests is what makes folks comfortable here. This particular guest arrived at the inn complaining of the weather, the curvy mountain roads, the forecast for the next day on and on. I did my best to make them both feel welcome, as she stated, even offering a cup of tea to calm her nausea from the mountain roads.
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As to the room complaints which I will address, the rooms are set up with a queen bed and a double bed and I will gladly take a tape measure to the beds to demonstrate their size. I did not have to remove the picture from the wall to turn on the fan. The switch is on a large wall that would otherwise have to remain uncovered if i did not have something hanging there and the switch is partially covered. As many know, in a hotel of this age there are many "quirks" in the construction of the building and this happens to be one of them.The fan switches are located in different places in each room so it may appear as tho I don't know what I am doing when trying to locate one of them. As to the phones not working, she did not read or follow the instructions on the phones to achieve the result she wanted, it's as simple as that. I did point out the alarm clock for a wake up and I personally got up and came to the inn 1 hour before my scheduled time in order to make sure this guest was accommodated. I did not want to chance her setting the wake up call and it not working. Her husband thanked me for waking them up in that morning. They came to breakfast, had a pleasant conversation with me while checking out and with one last complaint on the weather wrecking their plans to see Grandfather Mountain they left. No indication of her fear of my split personality.
I am truly sorry if she felt I was being rude, pissy and unaccommodating as that is not my nature at all. I take it very seriously how my guests feel when they stay here as evident from the many, many reviews before and since her stay. As a customer you have the choice to spend your hard earned dollars in a variety of places. I appreciate it when you choose to stay here and go out of my way to show you that appreciation.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC