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.
- 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