When I made our reservation over the phone, I was pleasantly surprised by how helpful and nice Melissa was. I had a lot of questions before I booked, and she was very thorough with her answers. My very first question was whether or not they would allow us to bring our three small dogs, since the pet policy says they only allow two. I was fully prepared for her to say no, but figured it wouldn't hurt to ask. Without hesitation, she said it would be fine since they are small. She quoted me prices for the different rooms including different lengths of stay. I decided on a two-night stay in a one-bedroom suite. She said she would only charge me for two pets, which was unexpected , but I thought that was very nice of her! (Little did I know the nightmare this would cause.) She seemed very knowledgable and enthusiastic about the property, and I was very happy with the customer service I received over the phone.
And, yet, the way my husband and I were treated by the (assistant) manager Andrea, during our stay, was so drastically different that I would never come here again and I feel I need to let everyone know how horrible it was. I honestly don't think I have ever been treated so poorly as a customer.
Halfway into our stay, we were stopped in the parking lot by Andrea to tell us that she had charged my card an additional $160. ($60 for the pets she claimed I wasnt charged for and $100 since she discovered, while "servicing" our room, that our dogs had slept on the bed.) She treated me as if I was a liar when I tried to explain that I had been told I was being charged for two pets, and that I had told Melissa we had three. She said she had no record of this and therefore did not believe me. I also explained that my dogs HAD slept on the bed on our own blankets, but that I had been under the impression that this was okay since it says on their website: "If your pet is used to being on the furniture and you cannot dissuade it otherwise, we will provide pet blankets to cover our furniture and beds." I never could get a clear answer from her why we were in violation of the policy since we covered the bed with our own blankets. She was unwillingly to answer my questions or listen to anything I had to say. She cut me off and said she was done talking to me since "I wasn't capable of having an adult conversation." I never would've made a reservation here, had I known how costly it would end up being and how rudely I would be treated. This was supposed to be a relaxing little getaway for my husband and I, but I couldn't even enjoy the rest of it after all of this happened.
Oh, and even though she supposedly came into our room to service it, it hadn't been serviced at all. Nothing had been replaced or cleaned, and the beds were not made. There was no way to even tell that someone had been in our room. Weird, right? I never understood that part. I got the feeling she came into our room just to find something we were doing "wrong" so that she could charge us an extra fee.
Upon checking out, Andrea informed us that she had spoke with Melissa and that Melissa had in fact backed up my story. So, she said she would refund the extra $60 in pet fees she had charged me, but I received no apology for the way she had treated me the day before.
I just want others to be warned about this place. The customer service is horrendous. We have stayed at many pet-friendly hotels, and have never run into any problems until staying here. I really think it would be best for them to stop advertising as a "pet-friendly" inn. If you do plan on staying here with your pet, I suggest planning on paying at least an extra $100 on top of everything else you've already paid. We were so careful to clean up after ourselves and went above and beyond, making our beds, folding any towels we had used, and thoroughly cleaning the kitchen before checking out. This was not the relaxing vacation I had hoped for at all, and I left feeling more drained and exhausted than when I came.
On a side note, I think it's worth mentioning that Distinctive Beach Lodgings really sold themselves short by treating us this way. I had planned on telling my family and friends about this place. Based on how nice I thought the websites were and my interaction with Melissa, I had anticipated that I would love it here, planned on staying at the three other Distinctive Beach Lodgings properties, and was going to suggest one to my mom as the location for a family reunion. In the end, Distinctive Beach Lodgings made an extra $100 by handling things the way they did, but they lost out on any future business from my family, friends, and me.
- Official Description (provided by the hotel):
- Featured on NBC's TODAY Show! Meticulously restored New England-style attached cottages with gas Franklin stoves, comfortable sofas, fluffy robes and wonderful beds. Choose among cozy studios, family suites with 1-2 bedrooms or a larger 2-bedroom cottage. In the heart of charming Gearhart. Steps to dining, golf, shopping,tennis and a gorgeous, quiet beach. Complimentary DVDs, beach bikes, games and spacious backyard with fire pit & BBQ. We welcome your well mannered dogs. ... more less
- Also Known As:
- Gearhart Ocean Hotel Gearhart