I just got off the phone with Nancy Keenan, General Manager of the Groton Inn and Suites. Although I was unable to safely make it to the hotel due to unexpected extreme conditions on the highway as I made my way to the reservation, she refuses to refund my unused reservation payment, because I had made my reservation through Priceline at 8pm that night. I had called the hotel directly just before I left at 9pm to make sure they would be open at 11:30 pm when I expected to arrive. There had been no weather advisory when I left home, but I was caught in the midst of a snow squall almost halfway there. The conditions were just too dangerous for me to continue when I finally pulled off the highway and found a hotel nearby to stay at. When I explained this to the hotel manager, she said that they had hardly gotten any snow where they were. I said that I was sure she had heard the conditions were terrible where I was, but she said it wasn’t her problem. She was extremely rude to me and also refused to give me the name of her direct boss or the owner of the hotel. She directed me to call Prism hotels in Dallas, TX but would not provide a name or a number of someone to contact there.

I again explained that I had been driving through this unexpected snowstorm for 4 hours when it should only have taken me 2.5 hours to reach the hotel under normal conditions. I had been driving through conditions where I could not see the lines in the road on the highway and no more than 15 feet ahead of me. Other cars were driving only 30mph or less and some were off the road. I tried to drive behind big trucks so I could follow their lights. When my car started to slip on the road and according to my GPS, it would have taken me another hour to reach the hotel, I decided it was unsafe for me to try to make it to the hotel. It was already 1am and I was exhausted. I called Priceline to see if they could refund my reservation given the extreme conditions. I was told that Priceline would contact the hotel and request a refund, and that it was up to the hotel manager’s discretion to make the decision to refund my reservation.

Ms. Keenan said that her hotel was completely booked up at the time, even though I had only made the reservation at 8pm that night. Given the fact that it was so late and it was unlikely that the hotel would be completely booked on a Monday night in January, I believe that the Groton Inn and Suites is not looking to provide customer service but to make money off unsuspecting visitors.

Old, tired, poorly appointed. Awful bedding, thin tiny towels, noisy heating system. No in house gym. No staff in evening if you need something, like another blanket to compensate for what the room has. Noisy guests at 3 am. There are a ton of mid-level chain hotels around here (Hampton, Courtyard) that are much better values in much better shape. Experiment concluded. Never again here.

We wanted to get away for a couple of days and Priceline had a very good rate on a room at the Groton Inn and Suties. The room was large and very clean. A full breakfast chosen off the menu in the restuarant was included in the price, not a buffet or continental breakfast! The lounge was comofortable and the bartender very friendly. In fact, all the staff was very friendly. Would absolutely recomment this place to anyone who needs a decent room.

This was my second stay at the hotel, and it only reaffirmed my earlier impression. Although it isn't the newest place, they have a charm that comes with that. Far from the sterile road side motels, these people really go out of their way to make you feel welcome. From the front desk, to the lounge, and even the service staff, they all have a smile and a friendly hello that doesn't come from the employee handbook, they seem genuinely happy that you are spending time with them.

The rooms are a nice size, and for the price, a great deal, again, so much better than many of the chains.