The Kennebunkport area was a planned stop over for the second half of a 9 day trip to Maine. After reviewing the Kennebunkport Inn’s website, I called and spoke to someone in person regarding the accommodations. The website showed both a main inn building and a wharfside building which included a “family suite”. There are pictures on the website showing the regular rooms in this wharfside building as well as a suite. When I spoke to the person at the Inn, I confirmed with her that this was their only suite. In fact, they were in the process of adding another suite, which was still under construction on the floor below. The three bedroom suite on the third floor was their only completed family suite in the wharfside building. We decided to book this suite based on the photos and description and the fact that it had a small rooftop deck with a water view as was described.
When we arrived at the Kennebunkport Inn to check in, we were directed to the wharfside building (which was much farther from the main inn building than I was told as well). When we entered the “suite”, we were shocked. The suite looked nothing like the pictures, particularly the living/dining room. The furniture looked to be at least 20 years old or more, the rug was extremely dirty, the small kitchenette area was old and dirty, as was the bathroom which had mold and mildew everywhere. We were traveling with our two year old son and would not have felt comfortable giving him a bath in that tub not to mention even letting him play on the living room rug. Even little things such as the television remote control were dirty. Additionally, the rooftop patio turned out to have a couple of dirty rusty chairs and that was about it. Needless to say, we were shocked and disappointed and immediately called the reception in the main building to express our concerns and ask what could be done (perhaps a move to the other suite (the one that was under construction when we booked) if it was available, or even to two separate rooms? - we were three adults total with a child). We were told that nothing else was available in the entire inn and that there was nothing we could do at all. She said we could speak to the manager. Since I honestly felt uncomfortable staying in the suite, we decided to go speak to the manager.
The manager’s attitude was not pleasant from the start. She basically kept repeating that there was nothing to be done. She didn’t understand what the problem was with the accommodations. Her view was that for Kennebunkport, these accommodations were very good for the price we paid (approximately $400 per night) and this is what she kept telling us. She told us very snippily that she couldn’t discount the price (which we did not ask for – we didn’t even want to stay there). We basically told her we wanted to be able to leave and find other suitable accommodations where we would feel comfortable staying with our son. She told us that they normally would hold us liable for the entire stay whether we stayed or not. We told her that quite honestly we felt the accommodations were misrepresented to us at the time we reserved. She then told us that there was an additional (3rd) building next the wharfside building that also had a suite and the pictures could have been of that instead. Nowhere on their site does it mention this third building and the representative we spoke to at the time never mentioned this when we discussed suites that were available. In fact, on their website it clearly refers to “a wharfside family suite” and “the wharfside family suite” in the description alongside the pictures we assumed to be of the suite we were booking. We offered to stay and pay for the first night (since at that time, it was already close to 8pm) if we could leave after that. The manager told us that would be up to the owner who was not there and wouldn’t be back until the next day and we were free to speak with her then. We inquired as to whether the manager could contact the owner to obtain the answer prior to us agreeing to stay the one night. The manager informed us in a nasty tone that “she’s home, she has a family….”. We have a family as well and did not wish to stay in what were unacceptable accommodations. The manager stated that she would call the owner and came back several minutes later stating to us that we could leave today or tomorrow but that they would be keeping the entire deposit and we were lucky that they weren’t taking the whole amount from our credit card. At that point, we told her we would have no choice but to complain to our credit card company and she replied “we’ll fight you on it”. We decided to leave and find other accommodations, something not easy to do so late in the evening.
My husband and I have travelled quite extensively and have stayed in both budget and luxury places but have never found a place that was so unnaceptable especially due to the misrepresentation. The attitude of the manager was totally unacceptable as well.
- Official Description (provided by the hotel):
- The Kennebunkport Inn, located in the heart of Dock Square, provides the classic Maine inn atmosphere you're looking for with modern, luxurious amenities and exceptional guest service. With four room categories, this property provides an accommodating array of options, perfect for your romantic getaway or family vacation. Their onsite restaurant, One Dock, features native Maine favorites with a creative flair and dinner is served seven nights a week. Live entertainment is also featured in the piano bar on Friday and Saturday evenings from 7:30 - 10:30pm. Kennebunkport is one of the East Coast's premier vacation destinations and the Kennebunkport Inn is the perfect location for your stay. ... more less
- Reservation Options:
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- Also Known As:
- Kennebunkport Hotel Kennebunkport
- Kennebunkport Inn Maine