Walking in to the Clarion, one would expect a nice stay as the lobby was very nice! Sorry to say, this was not the case for us. We arrived early for check in on Sunday and thought we would check to see if by chance our room was ready. The front desk said they could upgrade us but the room was not ready and we agreed to wait and went into town for lunch and shopping with a promise of a Phone call when the room was ready. Two and a half hours later we returned despite no phone call and again were told the room was not ready. At the time there were three cars in the parking lot so it was not as though they were crowded. However, We went to the bar and ordered a drink to wait, and wait, and wait. The two bartenders were very apologetic over our wait and called the front desk on their own to see why it was taking so long. Finally after checking back at the desk again, our room was released only to discover that the front desk clerk had never contacted the housekeeping staff to let them know we were waiting!
Upon arrival in our room, we were disappointed that we had waited hours for an upgrade to this room as it was nothing special!
I always wipe the surfaces, controls, light switches, etc. with disinfectant wipes upon arriving in a room and I discovered two burnt out lights in this process but no big deal. Then I turned down the bedspread and saw big disgusting looking stains on the sheets! This was too much and I picked up the phone to call the manager only to find that the bedside phone was dead. Using the second phone on the desk, I called asking for the manager and got his voice mail; i called back and ask for any manager. I was told the only manager on premise was the housekeeping manager and I asked to have her come to our room. Two ladies showed up within a couple of minutes and I showed them the sheet. They told me the stains were not semen as i feared but bleach stains and agreed the sheet should not have been put on the bed. When they pulled down the remainder of the covers to remove the sheet, we saw that the entire sheet was covered with these same stains! Ugh! There is no possible way the housekeeper did not see this when making the bed! In addition, there were cobwebs and mold spots on the ceiling, paper behind the couch, and a toilet that ran non stop! The housekeeper called the front desk to see if maintenance could fix toilet but evidently there was no one available and no one bothered to call back to tell us.
Our dissatisfaction did not end here however! We went to dinner in the Tuscan Grille and were the only people in the restaurant the entire meal. Our waitress was so poorly trained that she did not know the menu and could not answer our questions. She did not know the soup of the day and when she found out and I ask her what it was exactly, she had no idea. She played with her pony tail while taking our order and when she later turned to the table with our appetizers, wiped her nose with the back of her hand! That aside, she was a nice young woman and tried but just was clueless as how to properly serve and was totally untrained.
Sometimes when reading negative reviews one wonders if the reviewer is being overly picky or if they travel often. We have traveled our entire adult lives and have at least 1500 stays at various hotels and are lifetime platinum members in some reward programs so when we say this is one of the worse stays we have had in many years, we speak from experience. The lack of training and management from the front desk to the wait staff and cleaning staff is evident.
It is a shame as this property has great potential but desperately needs updating and most importantly better training!
A very disappointing stay to say the least! Never again will we stay here nor would we recommend to others!
If in Shepherdstown, try the Bavarian Inn!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I am very sorry that you experienced such poor service during your recent stay with us. I understand all of the issues and we have taken corrective action to ensure that it does not happen in the future. You are playing an important role by providing your feedback and I sincerely thank you for taking the time to do so.
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I am glad we had a chance to speak on the phone and go over the concerns you had. I felt as though we had a reached a resolve that both parties could be happy with at the conclusion of that phone call. You have my contact information and if you still have concerns, please contact me so we can resolve them. Thank you again for your business and feedback and we hope to have you back again soon so that we can have a second chance to impress you.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.