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“Beautiful Setting-Terrible Customer Service”

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Glendeven Inn Mendocino
Ranked #1 of 7 Little River B&B and Inns
Certificate of Excellence
GreenLeadersSilver level
Pleasanton, California
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
“Beautiful Setting-Terrible Customer Service”
Reviewed November 11, 2013

Beautiful Setting-Terrible Customer Service

What could have been a great getaway, albeit under unfortunate circumstances, ended up being a most regrettable. At the beginning of the current off-season month our friends invited us and another couple to join them for a two-night stay at Glendeven. They had stayed here before and really enjoyed the peaceful setting. The main reason for this somewhat last minute plan was because our friend is dying of cancer and was given weeks to live. It was to be three couples sharing time together for the last time at a beautiful place that he so enjoyed.

We three couples booked our respective rooms, signed up for the dinner and planned to dine together following our drive from the Bay Area. Unfortunately, on the morning we were to leave home, our friend was too sick to travel. He insisted that we go anyway and even tried to convince his wife to go enjoy herself, saying he’d be OK at home. Well, that wasn’t going to happen. We and the other couple decided to go on his insistence. We knew it would be more upsetting to him if we didn’t go than if we cancelled and stayed home. Shame on all of us because we didn’t buy trip cancellation insurance. For me personally, I was convinced our friend would make it. I couldn’t afford another dime after spending over $750 for a dinner and two nights stay. My sister lives in the area and told me what she knew of the Glendeven Inn. More ironically, she is acquainted with the chef, Troy, and spoke highly of him.

While enroute we called and advised the Glendeven staff that our friends were not able to make it that day and explained their circumstances. We kindly asked for some consideration in crediting their dinner charges back. It was early enough and the food was not prepared. Those dinner charges were credited back and very much appreciated. Although our friends back home wanted to try to come up the next day, again he was too sick and could not make the trip. We passed this onto the inn staff and again, politely asked them to consider some measure of credit back to our friends. Any consideration would have helped, but we also understood that without trip insurance, business is business. I think we were hoping perhaps a partial credit or something in the spirit of good Customer Service to a couple who’d been prior customers and referred us. What they are dealing with is unimaginable for many. Regrettably, Glendeven saw it differently-NADA. We did all we could on behalf of our friends and did not want to bother them with any of this.

We tried our best to have an enjoyable time and did enjoy the Inn for many of the same reasons others have commented. We don’t normally take the time to jump on these review sites and likely would not have even in light of our friends losing out near completely. The final straw however was my fiancé calling Glendeven a few days after we were back home. She had left a pair of earrings in our room and asked if they could look for them. She got a phone call message back telling her they’d found her hoop earrings, but that she would need to call back with a credit card before they’d consider mailing them back. Our reaction was, “Are You Kidding? We’d just spent over $750, not to mention what the other two couples spent. These were not expensive earrings. They could be easily mailed in an envelope with a single 47cent stamp. The owner(s) of Glendeven should be ashamed of themselves. The terrible customer service far outweighs the enjoyable aspects of our stay. My sister ended up picking up the earrings for us. She is very well aware of the entire fiasco and I think somewhat embarrassed with the treatment we received in the area she has considered home for many years. It is noteworthy to mention the staff we encountered were friendly and empathetic, however the decisions were clearly that of the owner(s). I read a previous review from August 2013 detailing a similar situation in which a gift certificate for a future date was offered to those guests. In one of his responses, owner John mentions the necessity in being consistent….?? I question this and others should as well. There are many other options for lodging in this beautiful Mendocino Coast.

Mark C
Pleasanton, CA

  • Stayed November 2013, traveled as a couple
    • Value
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    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
2 Thank Mark C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Eichenhof, Owner at Glendeven Inn Mendocino, responded to this review, December 1, 2013
We appreciate all feedback, and appreciate that our guest took the time to share his experience.

We had hoped, along with everyone, that our guests would be able to come to the inn with their friends. When they couldn’t come the first night, we'd offered a late breakfast for the next morning in case they were able to drive up in the morning as they had hoped, but they couldn’t. That afternoon I left the area on a long-planned getaway myself and so wasn't personally aware that they weren't able to come on the second night until after the fact. I'm sorry I didn't get a chance to personally discuss this with our guests. In any case, each night was essentially canceled the day of the stay which makes it nearly possible to resell a guest's reservation for them.

It was unfortunate all around, and we are very personally empathetic given the situation.

Regarding the left-behind items, it has always been my policy to not charge any sort of fee for return of items left behind, whether a large suitcase or a small phone charger. We return items frequently and only ask guests to cover the cost of shipping which is generally put on a card on file, and we always send every item with tracking, either by FedEx or flat rate USPS boxes depending on the items and how critical their return is. My innkeeper called to ask which credit card to use as a courtesy because there were a couple cards on file for this reservation, which is how I understand it.

We are very sorry that the way it was handled or communicated made them feel that the customer service we provided was lacking. It was not the intention.

Thanks very much for taking the time to read.

With the kindest regards,
John, Owner
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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English first
Nashville, Tennessee
1 review
Reviewed November 4, 2013

We have stayed at Glendeven Inn for several years and have never been disappointed in tje rooms or the excellent staff. The breakfast is delivered to you door and it always has fresh squeezed orange juice, fruit and a wonderful egg creation from the fresh eggs of Glendeven chickens! The property has beautiful flowers , llama and great accessibility to the beach as well as the Van Damn Headland trail. The staff is wonderful in making dining suggestions and any other accommodations that you need. The complimentary wine in the wine bar(n) is a great way to relax in the afternoon.

Room Tip: We have stayed on both of the properties Glendeven and Cobblers Walk several times and all the rooms...
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  • Stayed October 2013, traveled as a couple
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Helpful?
Thank Jan C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bend
Level 3 Contributor
13 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed October 31, 2013

We had a lovely room with a partial view of the ocean, also overlooking the grass of the llama fields. The room was cozy and well appointed - especially the little sitting area with very comfortable reading chairs around the fireplace. The Inn's Common Area room was delightful - like a bright and sunny library set up with books and games. And delicious cookies - with a choice of hot beverages. The helpful receptionist warned us that there would be a knock on our "secret" door (it was hinged on to the bookcases in our sitting area) in the morning - and there was. It was our breakfast which was delicious and satisfying. I had thrown some chicken feed (put in cute little sacks in your room for that reason) to the chickens running around the property, I couldn't help but wondered if I hadn't help that egg come to be.... We would come back in a heartbeat - rain or shine.

Room Tip: I only saw our room (The Eastlin) but can highly recommed it for a feeling of privacy and comfort.
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  • Stayed September 2013, traveled as a couple
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Helpful?
Thank leaf p
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
LAX
Level 1 Contributor
1 review
Reviewed October 21, 2013

All and all a very good stay in a truely beautiful part of the world. Nicely positioned B&B within a five minute drive to Mendocino. The Llamas and chickens were interesting but really appreciated the wine time at 5:30 which made an already enjoyable stay even better. Love the view from the Bayview room, just wish it had a bath tub.

  • Stayed October 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank uk2lax
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Denver, Colorado
Level 3 Contributor
20 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed October 16, 2013

I've stayed a Glendeven several times now, and every time is amazing. Each time there are a couple new happy surprises they have added - like a welcome sign with your name on it on your parking spot. The breakfasts (brought to your room in a custom basket) are delicious, and the rooms and views are gorgeous. I will definitely be back whenever I need a perfect recharge weekend.

  • Stayed October 2013, traveled solo
    • Value
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Helpful?
Thank DenverSquare
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Williams, Oregon
1 review
Reviewed October 9, 2013

From the moment we first called to book our stay to the waves good-bye on our way home, we couldn't have asked for more from the staff at Glendeven - they were very helpful and personalized our stay. As newlyweds from the country, this was a great place to relax, drink good wine, eat good food and be surrounded by a truly authentic barn/country/rustic/farmy type atmosphere - and what a great location - tons of great things to do (we got a couples massage right in our room, went horseback riding on the beach and toured to botanical gardens up the road). We give Glendeven our highest recommendation. OH, and we loved the secret door breakfast service and mysterious moving goat statues in the front yard! Double OH, we also loved the farm to table dinner - do not miss that experience.

Room Tip: We loved the Eastlin suite, very roomy, great view, secret door and more!
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  • Stayed September 2013, traveled as a couple
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Helpful?
Thank Jamie D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tilst, Denmark
Level 3 Contributor
15 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed October 4, 2013

Excellent rooms and service. Beautiful view over the ocean and the llamas. close to sunset view over the ocean from the high Cliffs at the sea. I would like to come back and spend more days there, They serve good complimentary wine and homemade snacks.

Room Tip: Get one with a view
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  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank David G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Glendeven Inn Mendocino

Property: Glendeven Inn Mendocino
Address: 8205 N Highway 1, Little River, CA 95456-9518
Location: United States > California > Mendocino County > Little River
Amenities:
Bar / Lounge Beach Beverage Selection Business Center with Internet Access Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Kitchenette Restaurant Room Service Spa Suites Wheelchair access Airport Transportation
Hotel Style:
Ranked #1 of 7 B&Bs / Inns in Little River
Price Range (Based on Average Rates): $$$
Hotel Class:3.5 star — Glendeven Inn Mendocino 3.5*
Number of rooms: 11
Official Description (provided by the hotel):
'One of the 10 best inns in America'. This stylish inn with its blend of fine antiques and contemporary art, offers wood burning fireplaces, ocean views, full in-room gourmet breakfasts, private baths, secluded patios & decks, featherbeds, plush robes, a wine and hors deouvres hour, and free-Wi-Fi. Glendeven is a Select Registry inn built on a serene eight-acre farmstead around an 1867 country estate situated on a headland meadow with grazing llamas, just minutes south of historic Mendocino. ... more   less 
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Also Known As:
Glendeven Hotel Little River

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