My wife had business in the Midcoast January 20 & 21, so we booked two nights (Monday & Tuesday) at the Lord Camden Inn. We stayed there before, several years ago and enjoyed it. Our room was clean and quaint, but quite small, and since January is presumably slow in Camden (we didn't encounter another guest in the hotel during our 2-night stay), I figured it couldn't hurt to ask at the desk about an upgrade.
The desk clerk found a bigger room and gave us the key...Great! We had laptops and other business paraphernalia, so I brought a luggage cart up from the lobby, and my wife began transferring rooms while I went to park the car (she had arrived earlier in the afternoon and was already unpacked).
The parking lot is a couple blocks away from the hotel, so it took a while to park and walk back. You have to borrow a key card for the parking lot from the front desk, and when I was returning it, the clerk said to me, "They'll probably keep you at the same rate for the new room, but I'm not sure."
Now, let me point out that I would have been fine if the clerk had simply said that the hotel does not do complimentary upgrades - I have no sense of entitlement - but it never occurred to me that she thought I was looking to pay for a bigger room, and she didn't say anything at the time. I asked if she could confirm whether we'd be charged a higher rate, but she was the only person on duty, so she called the hotel manager, and somewhat to my surprise, the manager refused to give us a complimentary upgrade.
Again, and let me be clear on this - that would have been fine if it had been refused up front; but by this time, my wife had transferred all of our luggage to the new room, and we had to cart everything back. The clerk had seen me wheel the luggage cart up, so she knew we didn't just have a couple of bags. We never expect to get something for nothing, but we travel a lot and it's pretty common that we are offered, or ask for upgrades; and if they're refused, that's absolutely OK. In this case, it's that way it was handled that rubbed us the wrong way. We might have written it off to an inexperienced desk clerk, but when she called the manager, and then we still had to move all of our luggage back to the first room, that's pretty poor form. We'll probably choose the Camden Riverhouse next time we're in Camden, right nearby and and a very pleasant place to stay.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Don L,
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Thank you for taking the time to provide a review to our TripAdvisor page. We greatly appreciate you returning to our Inn and staying as part of the MPBN "Buy one Night, Get One Night FREE! membership offer. Lord Camden Inn is a regular supporter of our local Public Broadcasting Networks as we donate each year to their fundraising campaigns. It is such a great cause.
I’m sorry to learn of your frustration during your recent stay as highlighted above regarding your upgrade request. While you mention we were unable to provide a FREE upgrade, I'd like to clarify that we were very willing to offer the upgrade and still apply the "FREE Second Night" to any room type of your choice. Although the first night's rate for the upgraded room would have been slightly more expensive than the initial room booked, we consider the second night for FREE to be of considerable value.
Again, I do apologize that we did not see eye to eye on this situation but truly hope you reconsider staying with us in the future, as a warm and sincere welcome will always await your return.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.