I sent this note to the Manager after our disastrous stay. She never replied.
Less than professional. Extremely disappointing. Felt abandoned. How else to put it?
We had reservations for Friday night, February 13th, our tenth wedding anniversary. We spent the first night of our marriage in a room on the third floor.
We chose Bay View in part because of your participation in the KUSP Member Card Program. Your listing says, two nights for the price of one or half off one night, good anytime, subject to availability. We spoke about this when I came in person to make the initial reservation. You said, yes, you would honor the Card, subject to availability.
I checked back on the phone a week before and you said that, yes, the third floor room was still available. I said we would arrive around 4 p.m., and asked you to make reservations for Ristorante Barolo for 7 p.m.
When we arrived at 4:20 p.m. Friday, you said the room was not ready yet because the previous guest had broken something in the bathroom and it needed to be fixed. I was the one who suggested we would wait in the bar.
We waited and waited until about 6:30 p.m. before you announced the room was finally ready. During that time at the bar, you continued to do office work, had a few sharp words with a staff member, more sharp words with the bartender when you would not take a phone call, and finally left with all your paperwork. Not exactly gracious hospitality with us sitting right there. No thought we might move to a table a little farther away. No thought to take your office work to your office.
After you left, with us still waiting for our room, we asked the bartender to intervene on our behalf to find out what was happening. No B&B staff seemed to care we were left wondering what was going on all that time.
At last you took us up to our room and showed us the small damage to the bathroom wall where a towel rack had been pulled loose. That seemed to be a really poor excuse for our waiting all that time, if that was the real reason. Then you let us know the real reason was that the hallways were filled with things that had to be moved because all the other rooms were being worked on. This was very strange to hear since you knew we were arriving around 4 p.m. to stay in a room on that floor.
It would have been much better to be honest about the chaos from your room renovations, and ask us if we could stay in a room on the second floor instead, or any other room that was available. Instead you made us wait and wait while pressing your small staff to do a lot of work in a hurry.
In any event, we came down to dinner at 7 p.m. and enjoyed our meal. The room charge receipt brought to our dinner table was for the full amount. Not the KUSP Card special rate. Not a reduced charge because we were kept waiting so long. The full rate, for which one might expect full service.
We put leftovers in boxes which our waiter said would be kept for us in the kitchen refrigerator overnight, and he would see us the next morning. A very nice touch.
Ah, the next morning. We awoke to a power outage. Apparently if affected the whole area and not just the Hotel. We dressed and went downstairs. We found no staff to talk to. No one at all was around. The restaurant was locked. No one was inside as far as we could see.
We had to leave with no breakfast at the Bay View Hotel Bed and Breakfast. We had no access to our left overs, although if the power was out for long it was probably better to throw them out anyway.
We could find no one to speak to find out what accommodation your were going to make for our inconvenience(s).
When we got home, we tried calling the hotel to speak with you. No answer, likely because the power was still out and your phone system has no battery backup.
Then we expected you to call us, to apologize for all the inconvenience, and to make an offer to reimburse us the cost of the room or to stay another night when things would go as expected for a romantic evening, night and morning at a hopefully classy B&B.
But no, no call from you. So we are leaving you this note in the hope you will do the right thing. At the very minimum, you owe us a breakfast. And maybe half of two dinner entrées. And better would be full reimbursement.
Thanks for your consideration.
- Also Known As:
- Bayview Hotel Aptos
- Official Description (provided by the hotel):
- The oldest hotel in Santa Cruz County built in 1870. Between the ocean and the mountains in Aptos, Ca. Well known for its friendly spirits. Beautiful garden area hosts a variety of activities such as fire dancing and movie nights. ... more less