A night of misery A review of Looking Glass Inn
I had stayed at this hotel before under several different managers - it was one of my favorites. For a while pets weren't allowed - but then the current management took over and opened it back up to Pets. I was thrilled and called way in advance to book my favorite room. The day of my arrival I called and confirmed and arranged for a late arrival as the desk closes and the manager leaves around 9 pm but they will leave a key for you to pick up when you get there. When I got there, my key was for a different room - seems that the room I had reserved was under construction and had been torn apart for weeks! (No one ever bothered to tell me this) - and I think the management justified not telling me because they thought that if they gave me the large apartment room which used to house previous live-in managers I wouldn't mind - and maybe that would have been OK - but it seems that before my arrival the management arranged for roofers to work on that part and so I was left with a Jacuzzi room in the taller building - and that might have worked despite the fact that it involved climbing 3 flights of stairs with an ice chest no less - but the room I was given was a wreck! The Jacuzzi was broken, half the lights didn't work - the gas fireplace didn't work - and the bed sagged about 8 inches in the middle more like an apron than a mattress. I have a bad neck and it was impossible to sleep. In fact, laying on that bed increased my pain. I tried to use the emergency phone to call the management but the person on the other end could only try pages and had no luck reaching them despite numerous tries - and I had to stand out by the phone waiting for a call back on and off for about two hours. I had to be in seminar up the road at 8 am in the morning and had a full day of activities planned. I was stuck sleepless and uncomfortable the entire night! (Not to mention my anger at the out and out dishonesty of being lead to believe that I would get the room I had reserved and had been promised when it was obvious that the construction had made that impossible weeks before my arrival.) The next day I was moved to the large apartment and not charged for my 1st night - but that did not make up for the lack of sleep and the pain I endured for the entire day. I called the owners and reported this horrible experience and to my utter shock, they felt that giving me a free night of horror was sufficient. I loved this hotel and the location but I cannot forgive being out and out lied to and then having my misery so callously dismissed. (The manager responded to my complaints that day after this happened with the attitude that she was doing me a favor by upgrading me - she had to have known how bad the room she left for me was!) These people were obviously more concerned with getting rentals than the well being of their guests during their remodel. I will never understand why when I called a few hours before my arrival and confirmed I was still not told of the switch! I'm sorry - but if you stay here, and there is anything wrong with your room or repairs or remodeling - don't expect the management to care about you, especially if you have a problem after the manager leaves at night.
This complaint does not reflect at all the true character of this hotel, the staff that work here nor the accomodations we provide. We appreciate our guests a great deal as well as any opportunities we have to care for their needs while they are staying with us.
I MUST at least take a moment here to sincerely aplogize to this guest for their unpleasant stay with us!