We checked in on Saturday 2/2 @ 3:30 pm. We were looking forward to taking a nap and having dinner. Well 1/2 hour after we checked in the fire alarm went off and sounded for almost 2 hours. During that time no one, I mean nobody from the staff called or contacted us as to what we should do. We were quite concerned, and did not know if we were supposed to leave or what. We did not know if the place was on fire, and got no information what so ever. Needless to say the nap welooked forward to did not happen. Next when we went in for dinner we were greeted by a waiter that was visably upset. He told us how all his tables left during the fire alarm and he did not make any tips. This was not the beginning of the romantic fire side dinner that was advertised. In fact the fire place was not even being used, they were scared to light it after the fire alarm incident. We ordered dinner and when it was served/dumped the waiter got lost. We needed butter/sour cream, ketchup, etc... and had to wait while our food got cold. He told us he was "out back" smoking. We are both alergic to smoke and wondered who else smokes "out back" the chef ???? I have contacted the Dan'l Webster Inn and the parent corporation many times and they have not had anyone contact me at all. I can only believe from this that they do not care. for the amount of money they charge i was expecting much more. Do yourself a favor and go somewhere else, there are many more places to cheese from that are much more reasonable, and they care about customer service.
My girlfriend and I stayed at the Inn Saturday evening (May 23rd) and purchased: A Suite Deal Package
Guests Included: 2 Adults.
Pampering, chocolate and thou! (this was their title)
I had many options to pick from on the web, but based on their site and the fact that I had been there before for Brunch in the beautiful conservatory as well as had a treatment at the spa in the past, The Inn was my #1 choice.
When I called to book my reservation, I chatted at length with the gal, mentioning that it was my girlfriends birthday and that she would be arriving early - around 3pm and I would not get there until after work at 6pm. I even spelled my girlfriends name for the reservation.
Upon arrival she was not able to get into the room as they did not have her name anywhere on the reservation- an email was sent to my home as well as a phone call was made to my cell to verify that she could get in. However I was in the middle of a showing (I am a Realtor in Chatham) therefore was unable to take the call. This did not make for a good start to our stay. After calling in and letting the person know of my disappointment, they gave my friend the keys. There were 3 girls behind the desk who watched her struggle with her luggage up the stairs without ever asking if she needed help - she then went to the spa to get a mani-pedi and was a bit undone about how she was "not welcomed" to the Inn and requested a pinot noir (red wine) while she had her pedicure. The wine came and it was a chardonnay (white wine). There was no offer to comp it or replace it, just an appology when they realized they brought the wrong wine. While the pedicure was nicely done, the manicure was botched - and put on too think - even after 6 hours of drying time she woke up with sheet marks on every nail - obviously too thick of a top coat. (After complaint the next day they did redo the polish).
When I arrived at 6pm and was told where the room was( I had worked all day) - I looked at the stairs and asked where the elevator was - no elevator - I did ask for someone to come and help me with my bags and I was assisted. It was not however offered - I had to ask. I was also never told that the room was on the second floor or asked if that might be an issue - I had broken my ankle 9 months ago and while I can walk now - I still have an issue with stairs...
Having dinner was the highlight of the stay - the waiter (Richard) was great and the food was delicious -and I was pleasantly surprised when I received a menu with beautiful artwork on the front of it -and realized that the artist was my mother- top notch restaurant experience. Upon returning to the room for the evening we found it satisfactory - certainly clean and the sheets were very nice. The pillows however were hard as rocks and I found the bath tub to be very small. The clock in the room was set one hour earlier then it actually was - not a huge deal except if we hadn't noticed we would have run late for departure as well as our massage appt's.
We had requested a late check out of 11:30 as their brunch did not start until 11:45 and our massages were not until 12:30. At 11:10 there was a knock on the door - it was the housekeeper who apologized and said she had the wrong room - at 11:20 there was another knock on the door - again the cleaning staff who said they thought we had left - I just found this annoying. We checked out and were again disappointed that nothing was done about the bill or even brought up. Total cost for our package was $484 -this was for a nice (but no frills room with 2 double beds) we also spent another $142 for diner and brunch in the morning was another $74) so our stay overnight came to a total of $652 (the night before I had asked if perhaps the manager would consider giving us two $50 vouchers toward dining in stead of one due to the issues we had-never happened and was never brought up to us ).
While brunch was available - the conservatory had a special function and we would have to be seated in the tavern. At booking there was no mention of this, nor was it suggested that I make a reservation - luckily they fit us into the tavern and once again the food was outstanding as well as the service.
Our spa experience on Sunday was also 5 star - the massages were just what we needed.
We did leave on a happy note, having had great food and a relaxing massage, but found the Inn to be less then acceptable for accommodation. When I stated these issues in an email to: Gary Cremeans the G.M. of The Dan'l Webster Inn I received the following email reply from Jane Clark, TheRooms Division Manager:
Dear Ms. Hall:
Thank you for taking the time to write to Mr. Cremeans with your concerns surrounding your recent visit with us. I am glad, however, that your dining and Spa treatments met with your approval. Please be assured that the Inn concerns have been noted and will be addressed. We pride ourselves on working to create the ultimate Dan’l Webster Inn Experience and it is with helpful comments from our guests that we can continue to meet this goal.
Thank you again and I hope you will allow us another opportunity to meet your expectations.
Rooms Division Manager
Dan'l Webster Inn & Spa
PS - the chocolates were were even a disappointment - we got a mini set of 4 pieces - even in the picture it looks as if you would get a decent size box of sweets.