My husband and I have been planning a trip to Gros Morne for several years. It was our first trip in the 21 years we've been married and we wanted to make it special and feel a bit pampered.
Accommodations form the anchor for one’s trip - A place to start and end your day. When the accommodations are uncomfortable and inefficient the entire experience is affected. I would NOT recommend staying at this facility.
I have travelled internationally and stayed at many high end facilities. When I located the Sugar Hill, I was impressed by the pictures and reviews and made our booking.
On arrival at the Inn, after a day of hiking up and down Gros Morne mountain, we were very tired and haggard. We were surprised to find no one at the front desk and a note to call a room number for service. After about 5 minutes an impatient gal arrived to give us our key. We were in Room 4, described on the web site as a "Larger room with two double beds, and walk in closet. Private outside entrance." The room did have two double beds but wasn't what I would call large. There was no private, outside entrance - you could walk down the hall a short ways to a side entrance that was home to two trapped frogs and a dead mouse.
Exhausted, we went to bed immediately. During the night I got up to use the washroom, only to step in a pool of cold water around the toilet – not pleasant!
On rising in the morning, we discovered the toilet was sweating very badly, so much so that when you sat down your legs got wet from the sides of the toilet. I attempted to report the problem to the front desk…but alas, no one answered as no one ever seemed to be staffing the front desk. We also discovered our air conditioning was not working and we had no cable.
We headed out to the front to see if we could report our problems. A note described the cable outage and that movies were available to guests. Hmmm…our room had no VCR or DVD player. We finally reached someone to lodge our complaints. They said they were already aware of the toilet issue and the air conditioning issue because previous guests had complained. They said nothing could be done. They loaned us an ancient VCR and we headed up to take a look at the movies – an assortment of children’s and family flicks, and outdated films of no interest to us.
That night we had a very uncomfortable sleep – very, very humid and damp because there was no air conditioning. We again complained. This time we were told the message would be relayed to the one of the owners. 10PM that night the owner called to tell us that indeed the air conditioning was broken and he would look into it. We found out the next day the room didn’t even have air conditioning! A four star hotel without air conditioning! Earlier that same evening I decided I wanted to try out the hot tub. I went downstairs to find the whole thing was covered up and I couldn’t lift the cover off myself. Go figure - no one at the front desk to help me.
The inn was reported to employ a world renowned chef. Unfortunately we were unable to try out the food mainly because we had to book our meals a day in advance. Being on vacation we didn’t want to be on a schedule for when to get up in the morning or when to be back at the inn to eat in the evening. Plus it’s hard to know sometimes what you might be hungry for the next day. Is this an inn or a hospital where you fill in a form the day before to get your meals? The information in our room stated that Room Service was available during regular restaurant hours. There was no indication of regular restaurant hours and when I tried to call for service no one answered.
Our stay also included a complimentary continental breakfast. We did get to sample that fare – one kind of muffin (cranberry bran), a large TupperWare bowl filled with mixed fruit, the orange juice was empty, and a selection of cereal (the one I tried was soggy). There was no change from day to day on this selection – just terrible! I wanted to ask about the orange juice and cereal but again no staff around.
It seemed that one staff person was responsible for the front desk, responded to all client calls and requests, waiting on the dining room, and taking payments. One evening we were checking the weather on the computer in the lobby and a couple arrived to check-in. Since no one was at the front desk, they called the room number listed on the desk to get help. No one answered. They waited 15 minutes and tried several times to get help. We were done with the computer and I told the couple they should look upstairs and downstairs to try to find someone – they looked at me in bewilderment.
After 3 nights of hot sticky, wet bathroom accommodations, we were not being offered any compensation and decided to look into moving to another hotel on the lobby computer. I figure a staff person saw us looking as they asked if we’d like to move to another room with air conditioning. They said they would move all our belongings for us while we were out for the day (they threw out all the contents we had in the fridge instead of transferring them). That evening we were given our new room. Room 9 - King suite; very spacious with a king size bed, sitting area, carpeted floor & pine cathedral ceiling. It was indeed a nice room and we had a comfortable final night’s rest.
The next day was check-out. We fully expected to be offered some compensation for the troubles we had experienced. But no – our compensation consisted of the single night upgrade to Room 9 – a whopping $40 value. We asked to speak to the manager and of course they were not available. We left unsatisfied and very disappointed with our experience.
- Also Known As:
- Sugar Hill Inn Norris Point, Newfoundland
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