My first experience at the Ojai Valley Inn & Spa was wonderful. My husband took me for my birthday. Second time around, when I brought my 80 yr. old mom . . . not so good . . . In fact, it was disastrous! We arrived at noon on a Sunday & tried to check in. We were told that we wouldn't be able to get a room for at least a couple of hours. I was told, however, that if I was willing to upgrade (an extra $100/night) that I could get a room sooner. I agreed to the upgrade but wanted to make sure that we were on a bottom floor (my mom can't do stairs). Not a problem they said. At 2:00 pm we came back and still the room wasn't ready. Did I mention that the lines to talk to the desk clerks were long and time consuming? We came back again at 3:00 thinking for sure that the room would be ready especially since we were told the "upgraded room" would be ready sooner than our original room, but "no" again. At 5 minutes to
4:00 (the guaranteed check-in time) we came back a 4th time after driving around Ojai for
literally hours, I was told that the room still wasn't ready. OMG! When I asked about this
upgraded room, I again mentioned that we needed to make sure that this room didn't involve
stairs . . . "oops, it does, let me give you this other upgraded room without stairs." I was beyond
frustrated at this point in time & told the desk clerk, Priscilla, that if I didn't have a key in my hand in 5 minutes that I was going to throw a fit. I was given a key. We went to the room & it had a single bed, instead of two beds I had previously reserved, Ugh! We packed the luggage back up & were sent to a new room. OMG! This one has stairs!! Not only that, the toilet was broken!!! I called the front desk and was put on hold, I kid you not, for 20 minutes!! At this point in time (it's now 5:30) I told Priscilla that I either want another new room or the toilet fixed ASAP! She said she would call me back once she figured it out . . . another half hour goes by. Really? I seriously cannot believe how bad we are being treated. I'm near tears & so frustrated about how everything is playing out. I eventually got the desk manager on the phone who immediately sent someone to fix the toilet. We're obviously not happy about the stairs (we'll be using room service more than planned, sadly), but we honestly can't take anymore ridiculousness! I'm still paying an extra $100 for this room, however the manager offered me a free drink & appetizer as compensation for the hassle. Totally not worth it! This place is expensive! I am not getting my money's worth. Sooooo disappointed! This was my Mother's Day present to my mom. This is not a 5 star hotel!! Views are lovely, rooms are big, but the service was so lacking, especially at the front desk. Never again!!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
June 11, 2013
On behalf of the Ojai Valley Inn & Spa, I would like to apologize for the less than perfect experience you received- from your arrival process to the challenges you experienced with your room. We do try to honor early arrival requests when possible, and I am sorry we were unable to provide you with a room upon your arrival to the property. I assure you the issues you encountered are not indicative of our typical 5-diamond standard of service. I have addressed the issues with specific department managers to ensure these concerns do not occur in the future. We pride ourselves on delivering an uncompromising level of luxury and exemplary service to all of our guests.
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Please respond to the private email I sent you, as I would like to discuss the remainder of your stay in person and hope you will allow us the opportunity to earn your faith back in Ojai Valley Inn & Spa.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.