First off, I think a hotel with more than one floor and no elevator should let people know that there are a lot of stairs. Had we known in advance there was no elevator, we'd have insisted on a first floor room or booked accommodations elsewhere. We were on the second floor, and my wife has bad knees, so this was no picnic for her. Secondly, we had booked online and been quoted a specific rate. We had some car trouble on the drive out and so phoned ahead to tell them we'd be late for our arranged check-in time. Upon arrival, we were told a different rate than previously quoted. When we mentioned our online rate quote, we were told we'd voided that by phoning in because we were now a telephone booking and the online lower rate no longer applied. We were given coupons for free breakfasts for the three days of our stay. The coupons specified a specific omelet OR one of two other specified menu dishes. However, these were not an option at all as once in the restaurant we were told the coupons only applied to the buffet provided in the back room. We tried the buffet and found everything (and I mean EVERYTHING)cold and completely unappetizing. My wife and I were offered coffee, but our daughters weren't given any beverage options and we never saw the waitress again after she took the coupons from us and directed us to the backroom. We ate elsewhere for the rest of our stay. My 19 year old daughter had requested change for a $5 at the front desk so she could put some coins into the coin operated charity fund-raising machine in the lobby. As the clerk turned to the next customer at the desk, my daughter noticed she'd been given two "loonies" and four quarters instead of two "twonies" and four quarters. She waited for the desk clerk to finish with the customer and then pointed out the error. The desk clerk said she didn't make any mistake and we since we couldn't prove that she had, there was nothing to be done about it. The biggest complaint we had however was much more serious. As mentioned, my wife has bad knees and the stairs compounded that. On our first night she went in to have a soak in the tub to soothe her knees. She stepped into the tub and put her weight on the handrail to lower herself into the water, and the handrail detached from the wall on one side and slid back into the hole on the other, causing her to fall backwards into the tub and bang her head on the side. She was not seriously injured, but certainly could have been. I called down to the desk to report this and was not even asked by the desk if my wife was okay, simply told that someone would be up to see to it shortly. Someone did arrive almost immediately, and he did ask if my wife was okay and said how sorry he was for this "mishap". However, he then went into the bathroom, pulled the handrail out from where it had slid into the wall on the one side, slid it back into the hole on the other side so it looked as it did when we first arrived, suggested we not use it again and they'd have to see about repairing it after we had checked out. My concern with that is that since he made it look unbroken, perhaps this type of "repair" has been done before and my wife wasn't the first to fall because they're saving on maintenance. Since my wife can't manage a bath without disability devices, that negated any further "soothing soaks" for her. After returning home from our vacation, I wrote an email to the management of the hotel chain voicing my displeasure about the bathtub accident and handling, and saying that since I felt we were not valued customers I would take my business elsewhere in future. I received a reply email that said my complaint was being forwarded to the director of operations AND to the general manager and they would be addressing the issue with me personally. Instead, three days later, I got a perfunctory email from the assistant manager of the particular hotel saying he apologized for the inconvenience we'd experienced and that he hopes we'll reconsider our decision and stay with them again someday. All in all, I'd say this hotel was clean and nice enough, but the management of it is terrible. The service we received was sloppy and half-hearted at best, and judging from our experience, they are not interested in any repeat business or good word-of-mouth. We were completely unimpressed with this hotel, and will not give any hotel in the Heritage Inn chain any more of our business. Someone needs to point out to the people in charge of operation of this facility that they are in the service industry, and therefore should be all about providing excellent service. We'd have settled for adequate.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.