Customer experience is not valued at Kennebunk Inn A review of Kennebunk Inn
We booked this room upon recommendation (and wedding rate) to attend a wedding on August 25.
1) We were refused early check-in (at 2:30 when check-in is at 3:00) despite our peers having just checked in before us.
2) We were locked in our room (faulty latch). Once we convinced the front desk to come up and release us, we were forced to hurredly prepare for a 4:30 wedding with our door ajar to prevent being trapped. A locksmith had to be called to replace the lock.
3) We experienced a leaky ceiling at continental breakfast.
4) We could not take a shower in our room because the hot water knob was broken.
Items 1-3 could be easily excused if it weren't for the attitude taken in each instance. The fourth bad experience put us over the edge. The Director of Operations seemed to make excuses for every issue with the inn, and actually responded to my concern over not taking a shower with "you have a sink."
Since we did not discover the issue until 10:30 (30 minutes before check-out), she said she could do nothing for us since we would have to check out at 11:00.
When she said she would "knock some off" our room, I was not expecting it to be only $10. When we balked at this make good, she proceeded to argue that this was only reasonable since we didn't give her enough notice to fix the faulty dial.
No rooms were available for us to shower in, unless we wanted to wait. Additionally, if we wanted to take the issue up with the owner, we would have to wait until the owner came in.
We asked that she have the owner call us when they came in (apparently no later than 2:30) and had to stay in town until then to take up the issue.
When we had not received a call by 3:00 (needed to get back on the road to Boston), we stopped by. Not surprisingly, our request for a phone call had not been honored. The owner was in, and did not come out to apologize or discuss with us. The director simply came to the front and said they would offer $20 off the room rate.
Exhausted and frustrated with the terrible experience, we caved and paid 80% of the rate for a room that we only got to half-use.
If you don't mind being undervalued as a customer, by all means visit the Kennebunk Inn. Be sure to request Room 16 and shower before you go. Otherwise, avoid this place!