My husband and I have been here twice by ourselves, and then today we checked in with our 2 daughters and extended family. We have always received the "Winter Special" rates which is significantly lower than their listed price ($113 a night, down from $275). The first two times we stayed, we were treated wonderfully and respectfully, and breakfast baskets were delivered to our porch every morning. Every detail was always perfect. Robes in rooms, comfortable beds, wine and cheese reception. I have been telling every one about this place and was really excited for my extended family to come with us this trip (we booked 4 rooms out of their 5)....so we've pretty much taken over the place.
Well this time was a huge disappointment. We check in (mind you, this is only a few hours ago-I'm miffed enough to spend my vacation right now writing a review), and nearly the first thing the lady greets me with was "umm, you're in the Garret Loft right? how many are with you in there?" I said oh it's just my husband and my two girls and I". She says rudely "Yeah, well we have people staying below you and we just need you to be mindful of that while you're there". No "Welcome. Nice to have you back Mrs. Souza". Hilton remembers by name for goodness sake. All it takes is a quick glance at the screen/paper in front of you. I was a little put off, but oh well. Ready to move on.
My dad checks in. I give her my card and he gives her his. I ask about arranging a time for our breakfast to be delivered. Now this is our girls' first time in a bed and breakfast mind you. They have been DYING for this breakfast basket that I have told them about and think it's the coolest thing ever. So I ask her what time we can arrange. This is the conversation:
Receptionist: Oh we don't do that.
Me: You don't do breakfast baskets anymore?
Receptionist: Well, we do but just not for you guys (word.for.word)
Me: I don't understand.
Receptionist: Well, it's just that you guys have such a large party, it would be easier if you guys came down here (sister property down the road) and had breakfast here.
Me: Oh bummer, my girls have been looking forward to this, is there any way you could do it this time?
Receptionist: Well, it's just that we gave you guys a great rate, so we're not going to do the breakfast baskets for you. (real reason)
Me: (a little miffed). Oh ok. You know we've been given them before while we've had the same rate"
Receptionist: "yeah, well we're just not going to do that this time"
Dad: (stepping in) Let's go get some wine.
We head over to their wine and cheese reception hour (we made it in time). Wine was all gone. My husband had to ask for some more. We have a glass and head back up to our rooms to settle in.
We go to dinner (Village Corner, great place as always). And I'm still miffed. We drove 3.5 hours with two little girls looking forward to something (not big mind you, a simple breakfast basket) and for a returning guest you'd think they would have treated me a little better. Gone the extra mile. Not base the quality of their customer service on what kind of rate they gave me. That's me....I'm the queen of deals and I often get good ones. But that doesn't mean I should expect their service to deteriorate because of it. If that's the case, I will gladly (actually, no quite sadly) stay somewhere else. I don't want to. I love this place. It's the perfect location (we've stayed in dozens of places in Carmel). This is by far our favorite. But the way I was treated today has left a very sour taste in my mouth. I'm very very disappointed.
I called when we returned from dinner and expressed my disappointment. She again said "well it's just because you guys got such a low rate, we're just not going to do that". Then she said, "well, ok, we'll bring it to just your family in the Garret Loft". I actually kind of laughed. We'll treat some of you well and some of you not so well. Yes...let's make my 94 year old GRANDMOTHER who flew down from Oregon for this trip....let's make her walk all the way down the street for breakfast in the morning when she can hardly make it to the car. That's very kind.
I finally suggested that if they had the baskets ready, could my husband come down and pick them up and bring them back up the hill for the rest of my family. She reluctantly and quite rudely said, "yes we can do that".
I normally don't write reviews this fast (I mean, we literally just checked in a few hours ago) but I am so so disappointed with this place and the lack of service...all because they gave us a "good deal". Will probably not be returning here. Too bad, because we come to Carmel at least 3 times a year, and only found this place last year.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.