Recently won an auction to the Chanler Inn in Newport R.I. What a beautiful property, great location and wonderful breakfast.Most of the staff were very pleasant and helpful. I must say the reservation staff except for Venisa were a nightmare. They had booked us in the Rennisance room which we were really looking forward to. Probably the largest off all. Beautiful deck, sitting room, amazing bath and on the second floor with great views. We had also booked massages for our third day which came with our package,also a bottle of champagne was included on arrival, dinner one night and breakfast every morning.When we arrived they checked us into the Regency room very nice but no comparison to our original.I questioned this and they said sorry but the Rennaisance was booked on our second night and we can't change it.A little disappointed we said fine and they were going to leave a note for the day manager. No champagne in our room on arrival another small disappointment. The next morning I spoke with the reservations manager and was told the reservation was not booked properly and we had to stay in the Regency. I also checked on massages and wanted to change them from five pm to four no problem I was told. At 8pm there was a knock on our door wondering if we had massages scheluded for that evening I told them ours were booked for tomorrow.Well we got a call at 10pm that night from Venisa and were told we have no massages booked but she would do everything she could to make it happen and she did.At this point a debated on leaving. So instead of having a couples massage we ended up with back to back which is better than nothing. We decided to go up town for dinner one night and the Inn offers complimentary transportation which we took. When they dropped us off I asked when they would return and they said just call and we'll send someone right up. Well we called and no answer kept going to voicemail no big surprise. We ended up calling a taxi what a joke.Although the auction package seemed like a great deal with the disappointment all through out our stayit really wasn't. I almost felt that because we were the through a package from Luxury Link that we were looked down at. I guess it left a bad taste in my mouth for both the Chanler Inn and maybe even Luxury Link. Is this a common experience with them?
thetavern, your experience should be reported directly to Nancy Taylor at LL. She oversees Customer Service and deals with issues such as you have outlined. If you bought the package with the Chanler Inn in good faith and all of the details were clearly specified, then the property should have performed as represented. No excuse for poor treatment. You appear to be entitled to some type of adjustment and the management of the property should be taken to task.
I'm glad that someone agrees with my thoughts. I will indeed write a letter to LL and tell them. Thanks for your thoughts. The Inn sent me a survey this morning and I let them know my thoughts we'll see how they respond.
thetavern, why write a letter? If you live in the US, just call Toll Free and ask to speak with Nancy Taylor. Get you complaint on file immediately and write an email or a letter if requested by Nancy. Take action!
I'm sorry to hear that yourpurchase through LL did not end up as expected, and Iecho t2f's comments about contacting LL immediately. It's important for them to hear when their customer (you) are not given the service/package that LL promoted. It's bad for their reputation.If a property does not provide the services they "contracted" with LL, then LL can look into whether or not they want to continue offering thatproperty.We, the buyers of the LL packages, need to feel confident that what is specified is what we are going to get. We allow for some varations and changes, but they need to be minor and not add up to much in the overall scheme of things.
Don't give up on LL... from my experience and what I can tell from others who report to the community on their trips, most of the packages are exactly OR exceed what we've purchased.
I think the property is close to that of the pictures except the rooms are really not as big as they appear in the pics. Not sure if you've satyed at the Hydranger House Inn across from the Noble House property but it is very nice, beautiful rooms and a great breakfast. The owners were great hosts. The Cliff side Inn is also another nice Inn we have stayed at in the past although Tripadvisor has had some very ? reviews. I really beleive because we were with LL that they looked down at us because we paid a 1/3 of the retail what a shame.
I did receive a telephone call form Tim at the Chanler Inn today to apologize for our recent stay. He did address all the issuses we had and was most understanding with our disappointment and wanted to offer his staff another opportunity to demonstrate their desire to deliver seamless service from start to finish.I felt he made a great attempt to win us back as guests and he certainly did. When management can be honest and truly have the best interest of their guests in mind it can certainly change your opinion.Perhaps our experience opened their eyes to some glitches in there reservation system that will improve it and not have it happen to another guest. Tim also said that LL is not something they look down upon as I originally thought but they loved being associated with. Hope this helps for those like myself who had concerns. I would use LL again with no reservationswhat so ever and would visit The Chanleragain as well. A special thanks to Tim at the Chanler who definitely went above and beyond to rectify this problem.
Nancy at LL whom I was told to call and express my disappointment to has been wonderful and assured me that LLstands by there patrons and would want to know of anything that went astray on a trip purchased through them.They have been great.Thanks Nancy