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“Terrible and rude people”

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Heritage House Motel
Ranked #16 of 22 Hotels in Prescott
Reviewed August 6, 2012

Stayed here with a friend. Was 11 minutes late to check out and got an irate phone call from the woman. When i returned the keys she grabbed them from me and was very rude. I was trying to be so nice to this woman. I had to wait for the male to go look through the room before we could get our deposit back. They freaked out over a missing towel that was never in the room. The male started ripping sheets and blankets off the bed looking for this towel and we both told them we had to use the same one, there was never two in there. The woman came in and we tried to explain the same thing to them but both this man and woman were so rude, saying that theres no way they would forget to put two towels in a two bed room. They made such a big fuss over it. Finally my friend offered to let them go through her things and i told them we have no interest in stealing their towels. The woman finally handed over our deposit, clearly not happy about it. These people are rude and crazy. They were unhappy to begin with and tore this room apart over a towel that was never there to begin with. You can attempt to dispute this all you want but your very rude and miserable people. With your attitudes you are clearly in the wrong business. Me and my friend are very sweet girls, kept our mouths shut and allowed you to bully us and call us liers. And we were very patient with you people the entire time. You should be ashamed of yourselves, i hope you go out of business. You get on here and dispute these other peoples claims, you were NEVER accommodating or polite in any way so i definitely believe you were this rude to other people. I would not give you one star if the option was available. You were that bad and i feel sorry that anyone could be as mean and hateful as you two clearly are on a regular basis.

Room Tip: Do not stay here
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  • Stayed: July 2012, traveled with friends
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9  Thank Heather B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HHM_Management, Manager at Heritage House Motel, responded to this reviewResponded August 12, 2012

Dear upset customer and potential customers,

We are sorry to hear that you did not enjoy your stay. Every hotel and motel has a specified check-in and check-out time which the guest has to follow. At the Heritage House Motel, the check-out time is at 11:00 AM and check-in time is at 2:00PM. It was already 11:30 AM when the clerk contacted the upset guest and by the time they checked-out it was already 12:15PM. If you would like to have a late check-out it is your responsibility to notify the office either the day you arrive or early morning.

People do not realize this, but many guests do not have respect for one another. For example, we have had guests upset with us in the past for not letting them check-in at 8:00AM. When the room is occupied from the previous night, we cannot ask someone to leave before the check-out time. This is why we enforce our check-in and check-out time and try to accommodate everyone.

The reason why we require deposits is due to the fact that many guests take our towels, pillows, TV remote controls, and other small items from the rooms. These items as small as they might seem do cost the motel lots of money to replace. All of the rooms at the motel are inventoried at check-in as well as check-out, so it is very unlikely that there were missing towels in the room. Our staff did not ask to check the upset guest’s bags and belongings. We do not check guest’s bags and belongings nor have we in the past.

Sincerely,
-HHM_Management

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115 - 121 of 143 reviews

Reviewed July 31, 2012

Before we decided to stay here, I've explicitly asked the female owner if there was Wifi available at the room - she confirmed. Obviously it wasn't working - tried a notebook and an Ipad for half an hour with their stone age like direction of how to get Wifi working (click here, wait 3 minutes, should open a window in Internet Explorer, if not close and open again, wait 3 minutes and so on). I went back to her asking if she could help me getting a connection. She clearly told me that she doesn't have a clue of anything related with internet and seemed to wonder, why this answer wasn't satisfying for me.
After a while she had the idea, I could try their other network. I did so and indeed, that one worked from the front desk and surroundings. But it wasn't strong enough in our room at the back of the motel. So I went back again to ask her, if we could change rooms. She stated, there weren't any kingsize bed rooms (that's what I had booked) at the frontside, so this would be impossible. When I told her in that case I would take 2 queensize beds, she hesitated for a while and then unwillingly handed over a key for the room right above the front desk: it was a kingsize bed room, so she clearly lied to me first.
Furthermore, we were asked to tidy up our previous room so that she could give that room to others later and they shouldn't realize the room had been in use before the same day without real cleaning. We did that, took the new room (it was a very small, dark room), internet worked - fine. Two hours later we saw our previous room was occupied again - I doubt they even checked the cleanliness before giving it away to others.
There were some other issues with the motel:
parking lots were very small, we had a Jeep and it was a tough task to not damage any other car;
the lightswitch in the bathroom was some kind of a timer, so the light always went out after a couple of minutes (my girlfriend was taking a bath and suddenly sat in the dark);
there was no breakfast provided;
no pool;
at the next morning the police came to inspect some rooms of the motel (not ours), but this didn't make us feel more comfortable
And finally, AFTER checking out we still were sitting in our car in the parking lot planning our day trip - the male owner came by just to tell us in a very rude way: "Guys, next time you use the curtain in the bathroom, the floor is wet!" Even after I said "Sorry" (instead of "Maybe you should install a real lightswitch so your guests don't have to leave the tub in the dark just to turn the light on again" what I should have said) he didn't stop complaining about WATER on a tiled floor. Seriously? And it wasn't even much water as far as I remember.
Finally, I was happy I paid cash the other day when I read the review where they charged the credit card of a guest without permission for some similar nonsense. This has really been the most unfriendly and laziest owners of a motel I've ever met, so think about saving 10$ for staying here. There are so many other cheap hotels and motels in Prescott, I'd never stay here again.

  • Stayed: July 2012, traveled as a couple
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6  Thank MisterBrot
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HHM_Management, Manager at Heritage House Motel, responded to this reviewResponded August 3, 2012

Dear upset customer and potential customers,

We are sorry to hear that you did not enjoy your stay. Unfortunately, some parts of this reviews are grossly exaggerated, we would like to take the time to clear up this matter. Sadly, this customer was upset from the beginning, it all started when he and his girlfriend came in asking for the most inexpensive room available. After quoting them the price they agreed to rent the motel room. Approximately 15 minutes later, the customer came back to the front desk notifying the clerk that the internet was not working. However, the internet was and is indeed working. As a business, we depend on an internet connection 24 hours a day, 7 days a week in order to function. It is very rare that we ever have a problem with the internet. At times it may be slow, but this is due to guests downloading movies and music.

The guests were unhappy and had requested that we switch them to a different room, claiming they will get better internet connection. We did not have any more rooms available with a single king bed, but we did offer them a room with two queen beds, which they did not want to take. To keep the aggravation from spreading, the clerk decided to move a reservation over to a different room so that we would be able to accommodate the angry guests.

Some guests do not know how to establish an internet connection on their personal computers, ipads, ipods, etc. To correct this problem, we have placed internet connection instructions in all the rooms. These are not ancient instructions; these are current internet instructions for logging onto the network via a laptop computer. Due to the numerous amounts of electronics available, we cannot have a step by step internet instruction manual for every device. On the other hand, we will be more than happy to check if the network at the motel is indeed active.

As for the room: All rooms are equipped with light fixtures and windows so we are unable to figure out why the room would have been dark. Yes, the bathrooms do have 45 minute timers, but these are for the heat lamps. However there are also standard light switches for a second light in the bathroom which does not shut off automatically. As for the water being on the floor, it wasn’t just a few drops, there was so much water that it began to leak through into the room below. If there is damage done to the room, the guest is responsible for covering the damage costs. Since we did not want to cause further frustration, the manager nicely asked them to be careful next time and to close the shower curtain properly. As for the parking, there were plenty of spaces available, if they would have notified us, we would gladly have helped them park their vehicle. As for the police being on the property, they only stopped in to ask if we had seen someone who matched a description of a suspicious person walking down the street.

Lastly, we are not thieves, liars, and lazy. We take pride in trying to meet every customer’s expectations. All of our rooms are very clean and you are welcomed to check with the Prescott health department if you are in doubt. With that said, there are still people out there who will never be satisfied, no matter how hard we try. Due to the affordable rates we offer, we are not able to serve breakfast nor do we have the real-estate for a pool; we also do not advertise that we have a pool or serve breakfast on any of our websites. Yes, we do ask for deposits (when paying in cash) or ask guests to pay with a credit card because of damages like this. In the end of the day, we, just like every other hotelier, business, and person try to make an honest dollar, but its people like this who make it difficult for us to do so. And this does not only happen to us, if you take the time to read some of the other replies to reviews posted by other hoteliers in Prescott, you will see similar explanations.

Sincerely,
-HHM_Management

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Reviewed June 25, 2012

Things you should know about this motel: 1. Parking is very minimal and difficult to maneuver. 2. NO amenities: No pool, No fitness room, No outdoor areas, Ice machine is outside next to diveway. No views. Nothing. 3. Room was very musty, clean but musty. 4. A/C never got cold because the vents only pointed up and behind the curtain. No fan in the room so the air was stagnant, musty, and warm. 5. Owner called us the day after checkout IRATE that we had lit an incense stick in the room claiming that it was the same as smoking in the room. She claimed that she had called the police on us. And HAS CHARGED MY CREDIT CARD WITHOUT MY PERMISSION apparently because she feels entitled to charge us a fee for lighting incense. There are so many other great little motels down Motezuma St (aka 89) just as close to downtown and without owners who will help themselves to your bank account. STAY HERE AT YOUR OWN RISK!!

  • Stayed: June 2012, traveled as a couple
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7  Thank ErinandTT
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HHM_Management, Manager at Heritage House Motel, responded to this reviewResponded August 3, 2012

Dear upset customer and potential customers,

We are sorry to hear that you did not enjoy your stay and that we did not meet your expectations. Please keep in mind that you are allowed to look at the room or to ask what amenities are offered before renting. Due to the affordable rates we offer, we are not able to serve breakfast nor do we have the real-estate for a pool or fitness room; we also do not advertise that we have a pool & fitness room or serve breakfast on any of our websites. On the other hand, the rooms are equipped with a mini fridge, microwave, cups, soap, shampoo, and towels.

As for the extra charge which was made to the guest’s account, this was a cleaning fee. The guest was charged a cleaning fee for smoking in a non-smoking room. Due to people’s sensitive allergies, the room needs to be 100% smoke free. Burning incense, cigarettes, and candles produces smoke and strong odors. This requires washing down the entire room (i.e. washing the carpet, bed spreads, blankets, blinds, etc.) and airing it out, therefore making it not rentable for a few days. All of the motel’s room doors are clearly labeled with non-smoking signs.

As for the AC, the room has been rented out many times before these guests checked in as well as after they checked out and no one had an issue with the AC. Also, the upset guest never notified the front desk that the AC was malfunctioning during their stay, until they posted this review. Just to be sure, management checked the AC unit, but they did not find anything wrong with it.

Sincerely,
-HHM Management

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Reviewed June 24, 2012

Internet worked fine - clean, beds comfortable. Parking lot ok.

  • Stayed: June 2012, traveled with friends
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Thank Anonymous541
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 18, 2012

I really enjoyed this hotel and would stay there again. I learned to not book through Bookings.com and save quite a bit more money for next time. The room was comfortable and spotless! The towels were soft and not scratchy. The soaps and lotions were a little too much like my grandma's fragrances. The refrigerator kept thing COLD! And the water pressure in the room was great!
I could not get my iPad onto the internet and the directions they had were very outdated considering that tablets are the way and it wasn't Mac compatible. I did not have the time to do to the front desk to figure it all out.

Room Tip: The backside is quieter, but it's on a main street and you could hear the sports events across t...
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  • Stayed: June 2012, traveled solo
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Thank Irie2U
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 18, 2012

Went to Prescott for the Art and Wine Festival in May and stayed at the Heritage House Motel. We found it to be clean and very affordable. The owner/manager was very accommodating to our couple of requests and followed up later to make sure we didn't need anything else. We chose this hotel after reading the reviews and found the reviews to be accurate. It is an older motel but the rooms are updated with small fridges and microwaves and everything was very clean. The owner recommended a couple of restaurants and both were good. This motel is within walking distance to downtown and so worth the stay here. You could spend more, but why?

Room Tip: Choose a room upstairs facing downtown for a nice view.
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  • Stayed: May 2012, traveled as a couple
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1  Thank CampingFoodies
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 12, 2012

This is a great place to stay when you don't need/want anything more than a good room. It is clean, looks updated, has a fridge and microwave, and the wifi is strong and fast and free.

  • Stayed: June 2012, traveled on business
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2  Thank Clemrick
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Heritage House Motel

Address: 819 E Gurley St, Prescott, AZ 86301-3242
Location: United States > Arizona > Prescott
Amenities:
Free Parking
Hotel Style:
#2 Best Value Hotel in Prescott
#9 Business Hotel in Prescott
Price Range: $63 - $89 (Based on Average Rates for a Standard Room)
Hotel Class:2 star — Heritage House Motel 2*
Number of rooms: 20
Official Description (provided by the hotel):
10 minutes for The court House Square. ... more   less 
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Also Known As:
Heritage House Hotel Prescott

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