My boyfriend and I recently visited California and had planned to spend one night in Eureka at this property. Though the hotel itself is stunning in terms of its antiques and decorating, there were many let-downs which made the experience much less than satisfactory. While making our reservation I had dealt with Beti, who I assume is the owner. She seemed friendly, enthusiastic and customer-focused in our emails. However, when we finally arrived, delayed by a car breakdown, I was very disappointed. The man who was behind the desk was quite rude and abrupt, to the point of just plain unacceptable. We wanted a special dinner and I had three restaurants in mind. When I asked the man where they were, he literally chastized me for my choices, saying one was expensive and explaining he rarely eats in restaurants (it was my boyfriend's birthday and we were on vacation, so expensive was fine), and when I asked for a phone book to call them myself, he called one, but not the one he knew I wanted as a first pick. It was very odd, to say the least. Later we tried to log into the internet, which was critical for some business, and could not. The next morning the man told me he had not provided the password because we had not asked for it before he left :P. It was really surprising that, since no staff remained on site overnight, there was not even a simple manual explaining things like this. We were on our own to survive. Also, we had booked a fireplace suite...but Beti neglected to tell us the fireplace was not a working one. This was also disappointing. Finally, I had asked her if she could arrange for some balloons in our room, as it was my boyfriend's birthday celebration. She told me she would ensure there was a nice surprise for him. All I found was a little note wishing him a Happy Birthday. This was not what I had in mind. Anyhow, gorgeous, gorgeous place, but a really odd experience and poor customer service.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
7 February 2012
First of all, we'd like to thank the reviewer for their kind words about our hotel being "stunning in terms of its antiques and decorating." However, we do feel the need to set the record straight about the "letdowns" that made their "experience much less than satisfactory."
I was indeed the staff member whom the guest "dealt with" in the process of making their reservation--and appreciate being described as seeming "friendly, enthusiastic, and customer-focused in the course of our emails (and later, phone conversation) concerning their stay with us. During those exchanges, I made it abundantly clear that I was the Manager & Marketing/Special Events Coordinator of the inn, not the owner.
After the guest informed me that it would be her companion's birthday when they arrived---and then requested something, like balloons, to greet him in their room at check-in---I assured the guest that I would see to it that there was something "special" there to acknowledge that celebration. Although, I could not, in advance, guarantee exactly what it would be.
However, I decided that since I wasn't going to be there when they checked-in, I would make sure that awaiting them in their room was: A personal, hand-written note wishing her companion a happy birthday from the Eagle House Management that was propped up against a lovely, dried floral arrangement in a glass vase sitting on the coffee table to greet them as soon as they opened the door to their Penthouse Suite.
Apparently, without balloons, the guest was not pleased with what they found because it wasn't the "nice surprise" that they "had in mind." Sorry about their disappointment; but I felt that such a personal gesture on our part had fulfilled my promise to welcome her companion with our best, birthday wishes. We do what we can.
And, by the way, the fireplace in their room was indeed an operable one, as promised. All they had to do was request a firelog to burn, and we would have furnished it (with a lighter) right away. We don't leave those items in the room, but supply them to guests who stay there, upon request.
In addition, we also (upon request, at check-in) give guests who want to use our free, wireless internet during their stay, a secure password (that's written on the back of their room receipt). Since it is a secure password, for guests only, we do not have it lying around in a "booklet" that anyone could pick us and use. That's what makes it secure. And, in the case of this guest, this was explained to her companion in the morning, and given to him (with no expressed problem on his part).
The man who checked them in when they "finally arrived, delayed by car breakdown," was the long-time owner of the inn. And, it's unfortunate that the guest found his manner "rude and abrupt" to the point of being "plain unacceptable." Even when he went out of his way to both suggest, and look up in the phone book, then call a restaurant (within easy walking distance, after their long drive) that he would recommend. This was, obviously, still not enough customer-service for the guest. He tried.
As a local business, we play no favorites, but do know what near-by restaurants are consistently the most popular with visitors. However, if there was some question about calling another, or other, restaurants, the guest could have done so by simply using the phone book, and phone, in their guest room and called themselves. No problem. Their choice. Not ours.
Now, to address another issue they listed. There is always someone (the owner and his wife) on-site after the inn concludes guest check-in's for the night. There's just no one available at the front desk 24-7 (we generally close it down after 9:00 p.m. unless we sometimes needto make an exception). So, our checked-in, on-site guests are never left "on their own" to "survive." However, if they really,really need some additional help in an "emergency situation" (hopefully not right before, or after midnight), they can call the operator's "0" from their guest room--and the owner will respond.
We do thank this guest for describing our inn "anyhow" as "a gorgeous, gorgeous place;" and are truly sorry that they had "a really odd experience" during their stay. If they do decide to return and stay with us again, we'll certainly do our best to try and make it better.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
