My husband and I were attending a wedding on the east coast and I wanted to stay in Glastonbury as I had lived there once before. After searching here on TA, we decided to spring for this property. It was more expensive than we had budgeted for, especially since we'd be staying just one night, but decided it would be worth it for good sleep.
Unfortunately we arrived much later than planned because of rain delays at the airport. We flew in to Albany since we had to return from there for the wedding, so it was a long drive into Connecticut and we were very tired. The owner came down to let us in and show us to our room. It was very cute and clean and we were delighted we'd chosen to spend the extra money.
Until we got in the bed. The bed had a huge divot in the middle, causing us to roll into each other all night. It was also very hard and lumpy. And every time someone moved it squeaked so loud it was jarring. After waking up for the 100th time (it's a torture tactic for a reason), my husband decided to sleep on the floor. Yes, he pulled a blanket off the bed and literally slept on the hard floor so at least one of us could get some sleep. (I know, I have a keeper).
When we checked out in the morning, I let the owner know about the problem to save future guests. She took $20 of our room. I mean, I don't know about you, but if guests told me they slept on the floor because the bed was broken, I would have been mortified.
To add insult to injury, I received an email today from the hotel that prompted this review. They sent an email saying they checked out the bed, it was indeed broken, which caused the loud squeaking and the sagging. I thought, "how nice, they're going to credit our room?" but NO. No, instead they said that they apologize, but when guests arrive late, it doesn't allow them to opportunity to fix these things.
Oh, I see. It's OUR fault that my husband had to sleep on the floor because the bed was broken because we arrived late. I mean, seriously?? That's just terrible customer service. Thanks for going out of your way to let me know YOUR bed was indeed broken but it was MY fault you didn't do anything to fix it before we arrived. I would have understood that it went undiscovered, but once you confirmed you put someone on that torture trap, make amends! don't blame them! Just awful.