I think the only way to elicit a response from management is to post a review on TripAdvisor, so here goes. Below is the email I sent to several members of their management team, as well as their online survey. Great spa day, insane noise in our room.
I am writing in regards to the stay I had at the Norwich Inn and Spa this past weekend.
I spent Saturday night at the hotel with two college friends for our annual weekend together. From the time of our arrival late morning on Saturday, we found the staff to be attentive and helpful. We'd arranged for several spa treatments each--which were fantastic--and took advantage of the wonderful facilities in the spa.
We had a wonderfully relaxing day, which was our goal! We enjoyed tea and scones, the wine tasting and some pretty excellent cocktails at Ascot's Pub before heading out to dinner off-premises. After a terrific dinner, we returned to the hotel to relax in our room, watch a movie, and enjoy our time together.
Imagine our dismay when we discovered that the wedding going on upon our return (around 8:45 pm) was directly under our room--#20. The music was unbelievably loud. So much so, in fact, that we had trouble hearing the tv in our room, even at full volume. When I called the front desk, they responded by saying that "Yeah, those rooms are loud," and "They'll be done at 10." When I expressed frustration that we could not relax in our room as we had planned, the front desk person asked if I wanted him to ask the DJ to turn the music down. This seems like an absurd suggestion--the wedding party had paid for the venue and had every right to enjoy it. That said, it's poor planning at best to put non-wedding guests directly over the wedding venue.
We ignored the deafening music as best we could--but I called the desk again to express my frustration. I asked the desk person to come up to our room so that he could hear just how unbelievable the noise level was. His response? "I am the only one here and can't come up. And I know how loud those rooms are." When I pressed him for some kind of resolution, he offered us vouchers for breakfast the following morning. I conceded, as it was nearing 10pm, and when the bellman delivered the vouchers, he said that "they don't normally put non-wedding guests in these rooms." In an hour and fifteen minutes time, our happy, relaxed feeling had entirely disappeared.
Luckily, the music stopped at ten. At that point, however, we were frustrated and hardly ready for sleep. It seems to me that paying nearly $400 a night for a room would yield some kind of attention to details such as placement of guests during a wedding. While we loved our time at the spa and in the restaurants, we were deeply disappointed by the hotel's carelessness regarding our room assignment. I can't say that any of us would be able to recommend the Norwich Inn and Spa, given how our evening ended.