My girlfriend and I stayed 2 nights in the Marrowstone Suite. I'll start with the positives. The bed was rather comfortable. The bathroom is spacious and has 2 shower heads. The continental breakfast is solid, cookies and lemonade are available at all hours, and one of the staff (1 of 2) is courteous and professional.
Now for the negatives..
#1. Around 2:30am on our first night, we were awoken to the piercing sound of our bedroom window (located 2 feet from the head of our bed) being shattered, presumably the handiwork of one of the distinguished patrons of the nearby bars. When we approached the Bird Rock staff the following day to inform them of what had happened, a kind young lady replied, "Oh. I probably know the guys who did it."
We took comfort in knowing that the person who smashed in our window in the middle of the night was in fact an acquaintance of the staff.
#2. After our reassuring encounter with the staff, we set out for the day and had a great time exploring San Juan Island. We returned late that afternoon to our suite and found the front door completely unlocked. Mind you, this is the only suite that can be accessed without actually entering the hotel lobby. Now, you may scoff and say, "Friday Harbor is a quaint, historic town! There's no need to lock your doors!" But keep in mind that we had been in town less than 24 hours, and I'd already experienced a more direct threat on my safety than I had in the previous 10 years---when I lived in St. Louis. So, suffice it to say that I was not pleased by housekeeping's cavalier attitude towards the security of my personal belongings.
The remaining complaints are relatively trivial. The hot tub was too hot and couldn't be adjusted. The fireplace didn't really work. The 2nd night brought no more broken glass but the street noise is as loud as advertised and will require the use of earplugs.
The hotel offered no compensation for our unsolicited 2:30am wake up call. In fact, they didn't even offer a proper apology.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you so much for taking the time to let us know about your stay.
I'm so sorry and quite embarrassed about how our staff treated your concerns and safety. You are absolutely right, that it is of very little comfort to you to know that one of us may know who smashed the window. Please believe me that this is not how we usually react to complaints. This is not the customer service experience we thrive to give. I'm also very disappointed you found the door wide open. This too is totally unacceptable, small town or not. Just so you know, and I'm not trying to make lame excuses, the broken window has been a first. It was Friday. We have but one glass repair person on the island. We were trying to get him to look at it before the weekend and in the heat of the moment somebody must have left the door open (probably not our housekeepers; they are wonderful)
The fire place and hot tub could have been easy fixes, but I don't blame you for not bringing them to our attention.
Please accept our sincere apologies for our unprofessional behavior. Will you promise to contact me and give us a chance to make it up to you? I'll be back in the office on Saturday.
Customer Service Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.