I had another of those guests that we bent over backwards for and still found things to complain about. Mostly it seems they resented the gratuity we automatically add to our rooms, which is clearly mentioned on our website, when they book, on their email confirmation and on their bill.
This was as close as I come to a snarky response. I think i skated up to the line but didn't cross over it. Maybe you might think differently. (And yes, I waited 24 hours before posting!)
REVIEW:
We stayed for one night and found the accommodations and the locale to be pleasing.
We loved the bathroom design, though we wished for some kind of hook in the shower enclosure. The rooms and common areas are decorated with a flair for detail and thematic value. The rooms in the hotel, to be fair are maybe a bit undersized--, dwarfed by the four poster. We asked for a change from the Red Room to the Green Room. The Red Room just had a very cramped feel and the window was blocked almost completely by the bed. The rooms in the outbuildings were larger, but we prefer staying in a main house.
We have stayed in numerous B&Bs. This was the first time a charge for gratuity was added to our bill. We were in a great hurry to get to a kayak tour so we could not address this issue at the time of payment. But if you stay here be prepared to pay a total of 24% in addition to the quoted room rate. We expected the 9% rooms and meals tax
but have never had a gratuity added. We usually tip our breakfast server and the maid depending on the level of service. But we strongly object to a 15% gratuity based on the
entire room rate. We would gladly have recognized Barb, who graciously volunteered to
prepare sausage and eggs breakfast a bit early so we could get on the road. We avoid gluten to the extent possible. We ended up with waffles and bacon.
Upon checking we did find that the website indicates the 15% gratuity. It is not clearly stated that this applies to the entire room rate and not service related to meals or
housekeeping as is usually understood. I guess this means that we are giving the owners and everyone else connected with the business a tip.
This left a bad taste in an otherwise very satisfying stay.
Room Tip: Rooms in the main house are small. If you want larger specify the carriage house.
REPLY:
We're glad you enjoyed your one-night stay and glad you found our locale and decor so pleasing. We were happy we were able to accommodate your last-minute booking for the Red Room, and were also pleased that when you expressed an interest in moving to the Green Room upon your arrival, we were able to adjust other guests' reservations to give you what you wanted. There's a tiny difference in room size (120 square feet vs. 125 square feet), but we're glad we were able to give you the room you wanted. You're correct that our Carriage House and River House suites are much, much bigger, and we're sorry you didn't consider upgrading to one of them. If you come back, I strongly suggest you consider them.
We're sorry you didn't take the time to recognize that we do charge guests the 9% Vermont state Lodging Tax, as required by law, and a 15% gratuity for our service staff. This information, as you noted, is clearly mentioned on our website, as well as the two email confirmations you received when you booked your room, so I'm not sure how you could consider that "small print."
When guests book with us, we always ask them, "do you have any food allergies or preferences we should know about?" I wish you'd spoken up at that time about your preference to avoid gluten, or when we first greeted you at breakfast time (which we were happy to move up 30 minutes to accommodate your schedule). We *always* offer our guests the choice of eggs-to-order instead of our regularly scheduled breakfast item, so I wish you'd let us know. We don't want anyone to have a breakfast they don't enjoy.
Again, sorry our charging the room tax and gratuity left a bad taste in your mouth, and hope we have another chance to provide you with a better experience in the future..
