Each year, we travel to Jackson for a 4 day stay. We chose to visit Christmas Farm Inn this year. Discussed rooms with the staff and chose a room in Carriage House, based upon windows and view. Received email confirmation, 3 months prior to visit. Two days before our trip, received an email with inaccurate dates of our trip and a different room. Quickly called and rec'd the response "Hmm, don't know how that happened AND yes, the room is changed...". I stated I chose the specific room and was told "oh, it doesn't matter, we can't change it, as we've already rented the room you chose" I was not happy with this and told the reservation desk. NOT ONE THING was done to change or make right the errors that occurred on behalf of the Inn. As business owners ourselves, we would have NEVER not fixed the error. We would provide a service to our guest that would 'cover' our mistake. NOTHING! When we arrived, the front desk stated the same..."hmm, don't know why you were changed to a different room, oh, well, here's your key." I will agree with other reviews that the staff is pleasant, but incapable of customer service. The prices charged in the dining room and the Inn are indicative of much better service than is received. The staff is friendly, but untrained. If you are looking for a pleasant stay, I'd choose the Inn at Thorn Hill, a very qualified staff, nice rooms and great customer service. VERY DISAPPOINTING STAY...NEVER AGAIN.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
14 February 2012
Dear Guest,
Thanks for your review. We are truly disappointed to read of your disappointment and account of the facts.
It is true that the room that you originally booked was changed due to an extension of another long-stay reservation: that of a bride and groom. This was communicated verbally to you and your partner by phone, several times over several days, as well as in writing. The room you eventually occupied was identical to and adjacent to the room you originally booked. It offered exactly the same aspect and views of the estate and the White Mountains – the private balconies are side-by-side, only a couple of feet from one another. Both rooms offer exactly the same furnishings and amenities: large bedroom with king-size bed an TV, large bathroom with Jacuzzi bath and walk-in shower, separate living room area with fire place, wet bar, refrigerator, TV and access to their respective balconies. The rooms are the same size and mirror images of one another. It is for this reason that we only show one picture of a Carriage House Suite on our website for all 12 suites. There is really no difference.
As explained to you, there was no error regarding the change in your room. We found that we had no other viable option. It seemed most unreasonable to move out a bride and groom during their wedding, when it was possible to offer you an adjacent room, the exact same room type, with all other conditions being the same. Another consideration was that the bride and groom made their reservation well over a year ago. Regardless, because of the high occupancy during this period, we didn’t have any other options that would reasonably work. The most reasonable thing to do was to change your room and count on your understanding and good nature. What would you have done – kick out the bride and groom? Again, we did discuss our dilemma with you and your partner prior to your arrival, as well as offer our sincere apologies for the change. Most all lodging establishments reserve the right to change booked rooms to an equal or upgraded room type. Although valid reasons may pop up, it is seldom that we would need to change someone’s reserved room. This was an exception that we thoroughly explained and you did not lose out in any way. Unless you expected a discount of some sort, we do not understand the ‘mistake’ you wish us to ‘cover’.
Furthermore, we do note that you refused to complete the check-in process until you viewed the room in question; and you subsequently chose to remain in the allocated room for the length of your reservation. Other interactions with you and your partner during your stay gave us no indication that you were still harboring disappointment, this included personal assistance to you and acceptance of a complimentary drink. We also note that, in addition to our aforementioned apologies, we did leave a gift in the room for you and your partner to enjoy as a goodwill gesture.
We regret that you feel the animosity that you do. We run an honest business and genuinely try to do our best to please all of our guests. Otherwise, we hope you will enjoy your return to Jackson in any one of the fine Inns and B&Bs this wonderful village has to offer.
With kind regards,
Gary an Sandra Plourde
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
