Dirty, smelly outdated, room not as pictured, clerks not available, refused to refund money for night not used. There was no phone in the room, windows drafty and heat was minimal. TV got one channel. coffeepot had leftover coffee pack in it, microwave was filthy on top and sides, I didn't want to touch anything and kept shoes on the entire time.
Hair was in the bathroom sink as was some kind of debris, shower old and gross, Clerk available from 10-9 NOT 24 hours.
No ice, decided to leave and find another place to stay and clerk refused to refund the money as she took the money up front.
Avoid, this review will probably be removed. Do your homework. no wonder AAA or BBB do not recomme...
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
I am the Manager of Cape Superior Inn.
Our office ours are 10 AM-10PM . I live on site. If our guests need anything they can come to the office within our office hours.
The customer called me and we made a reservation on line. He gave me his email address so that I could send him confirmation of his registration. On that confirmation page it states what our policies are. We have a 24 hour cancellation notice.
When the guest made reservations he booked for 3 days and 2 rooms. At this time I gave him a 10% discount because he was staying with us for 3 days and 2 rooms. This discount was a total of $64.00.
When the guest checked in he thanked me for the discount. I told him we were happy to have him.
After about 20 minutes he came back in the office and stated that his room was dirty and that he wanted housekeeping to come and clean it. I told the guest that I would go with him right then and I would like to see what the problem was. We both left the office and went to the room together.
When I walked in the room the guest pointed out the microwave and the fridge. I went over and looked at it and yes the housekeepers did not clean it properly. He then had me go to the bathroom because the sink was dirty. The sink looked like it needed to be wiped clean.
So I apolizied to the guest and I told him that I would clean it myself. He said that would be great. I even said that I would give him a refund for the housekeeping issues. He said that he didn't need one that it would be fine if I could just clean it.
The next day I personally went in with another housekeeper and we took out the garbage ,dirty towels, replaced the dirty towels with clean ones and made up one of the beds. On one of the beds was a suitcase. Our policy is not to touch anything if it is on the bed and we wont make up the bed.
On the 3rd day the guest came in the office with the other guest who was staying.
The guests said that since the weather was raining and not very nice that they were going to check out 1 day early but they wanted the refund for that day.
I pointed out to both of the guests the time. It read 10:35AM. They wanted to get their refund for the 3:00 PM checkin. I stated to both of the guests that we had a 24 hour noticie for cancellation and that between the time now 10:35AM and 3PM checkin was 4 hours and 35 mn. That did not give us 24 hour notice.
At that time one of the guests got really nasty with me and threating me. He screamed at me demanding to see where he signed we had a 24 hour notice cancellation policy.He yelled at me demanding a refund.
He stated that if I wanted to play that game, he could to. I stated to the guest very calmly that I was not playing any game and that our policy was a 24 hour notice. He then stated that he would turn us in to the Better Business Bureau. I told him if he felt he had to he could but I would responde to his complaint.
When I would not give him a refund he complained about the housekeeping. He said no one came in and cleaned up the second day. I told him directly that he was lying because I personally cleaned it with another housekeeper.
This guest was very hostile when I would not refund his money. He was very threatening towards me.
Yes, we had a housekeeping issue. It was corrected and the guest was satisfied. Now when he could not force me to give him a refund because of the bad weather he gives us a bad review.
This customer stayed with us for 2 days. If he was so unhappy about our Inn he could have checked out right away and I would have refunded the full amount. He stayed 2 days and on the 3rd day he didn't like the weather so he was checking out and wanting a refund.
No I will not refund him any money. He was very discourteous and hostile towards me.
I am sorry that we could not satisfy this customer but I do have to go by the policies that we have.
Kim-Manager of Cape Superior Inn
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.