My family reserved three non-smoking suites for three nights at the Apple Tree Inn for a family function that we attended in August. We booked our rooms directly through the hotel two months in advance.
When we arrived, we were given three smoking suites, which was a major issue because a few family members have allergies, but because of the late hour, we took the rooms and hoped to resolve the issue in the morning.
We found the rooms themselves to be atrocious. The beds were uncomfortable, and the pillows (the few that they provide) were lumpy. One of the bathrooms had a toilet that leaked all night. Overall the rooms were outdated and in disrepair. Wi-Fi was non-existent, though it's advertised they have it. We all wound up using our smart phones' 3G service to do anything on the Internet.
Unfortunately, Apple Tree was not willing to fix their mistake. In fact, the manager on duty was very rude about it, stating we had been the ones that reserved smoking rooms though we could show we had reserved non-smoking rooms.
We canceled our last two nights there, and wound up moving to a national chain motel a couple miles down the road. We paid the same price for the new rooms, but had much better service and rooms in much better condition.
Our family has stayed at the Apple Tree Inn for decades. It had been a tradition to stay there while in Spokane. After our last experience, I am saddened to say that staying at the Apple Tree will be a tradition no more.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
August 30, 2012
We apologize that your stay here was not enjoyable. Unfortunately, we did not have any non-smoking rooms available when you booked your room (even though you did book it in advance.) All of the non-smoking rooms were booked by other guests prior to your reservation. You did not provide us any proof showing you booked non-smoking rooms although we did not ask for proof as well. However, we did apologize about the mix up and provided a discount.
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Nobody in our staff was notified of this problem until it was near check-out time. We did not have any problems allowing you to check out early without penalty. You asked for a late check-out (12 pm instead of 11 am) which we kindly obliged. When we knocked on your door to clean the room at 12:30 pm, you were still in your room and told us we promised a 1 pm check out (even though we did not) and also demanded rudely that we must comply because it was our mistake. It was then where we finally decided to tell you that it was not possible for you to have booked a non-smoking room (I personally looked at all reservations for that day and when they were made).
I am sorry you had issues with the room. We have tons of extra pillows and the wi-fi could be fixed with a quick reset. Unfortunately, nobody was notified of these problems and thus we were not given a chance to fix it. We have a maintenance man on duty 24/7 who would've easily fixed a leaky toilet.
Your brother is a regular here and is always welcome back. I am sorry your first experience here was not a good one and hope we can remedy it one day.
Apple Tree Inn
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.