We have stayed in Relais & Chateaux properties all over the world - including the US, Europe, Africa, Australia and New Zealand. We have always found the charm, ambience and service to be above reproach. Such experience was the reason we decided that while we moved to a new house we would make reservations at the Homestead Inn in Greenwich, CT for 2 nights of calm during a busy time.
From the moment we checked in, we found an absolute lack of professionalism, hospitality, and comfort. We intended to arrive at the hotel at approximately 9:00 p.m. We therefore called ahead to order room service to be certain we could have a late dinner. We were promised by both a receptionist on the phone and at check in by Teresa Henkelman herself that the chef would be able to provide hot soup as well as a cold menu . At 9:30 pm we called room service to order soup and something cold . We were rudely told it was not possible. We had to phone twice and argue with a brusque and unhelpful staff in order to finally secure hot soup and a salad.
Our room itself was in such a state of repair that we questioned whether only the restaurant Thomas Henkelman, and not the hotel itself, had been awarded Relais & Chateaux status. The windows were apparently original to the house, but had not been cleaned in some time and displayed mold inside the old storm windows. The bathroom was so minuscule that it was not possible for two people to be in it at the same time . It also had no bathtub, just a very small shower. The bathroom light did not work . There was missing tile in the shower, paint splatters from the ceiling covering parts of the tile, and damaged plaster around the incredibly small sink . In short, it was painfully apparent that housekeeping and guest comfort was a low priority for this property. We asked for a change of rooms, but again we were told it was not possible. We then asked for down pillows instead of the large and uncomfortable foam pillows in the room. We were again told our request could not be satisfied, this time because all of the available down pillows had been provided to other guests.
We awoke in the morning determined to give the inn another chance, and went downstairs for breakfast at 9:35am. We were told that breakfast was no longer being served (it had just ended less than 5 minutes previously), and were not even offered coffee. When we asked whether there wasn't something the chef could offer us , and after waiting five minutes we were told "coffee, thats it". We pointed out that no one had told us, nor were there any announcements in the room, that breakfast would be unavailable after 9:30. Again, the staff simply reiterated their rule and made no effort to see how we might be accommodated with even a cold plate of fruit, bread and coffee.
This was more than we felt we should take , and went to inform the front desk. Instead of listening to our complaints and attempting to discuss them with us, the front desk staff simply argued with us and made excuses for each of incidents we cited. For instance, when I complained about the lights not working and the disrepair of the bathroom, the front desk clerk sniffed, "I checked that room myself and it was fine". She declined my offer to show her the dirty and inoperative condition of the room. This hotel experience had truly turned into the worst of my life - and I'm a very frequent world business traveler. We asked to both check out and speak directly to Theresa Henkelmann - who revealing the true level of professionalism and guest concern at this property - declined to do so.
In short, we received not a single smile or moment of accommodation or hospitality from the time we checked in until the time we checked out a day early. Our experiences at Relais & Chateaux properties such as The Ellerman House in Capetown and L'Albereta in Erbusco -- to more local favorites such as Blantyre and The Mayflower Inn -- has always been that such distinctive properties seek to anticipate the needs of their guests, and attempt to provide some type of hospitality or alternative when those needs could not be satisfied . We certainly did not have this experience at The Homestead Inn. Instead, the staff and demeanor of the Homestead Inn seemed rule oriented and not in the least inclined to change their ways in the slightest to accommodate even such small requests as an advance order of hot soup at 9:30 p.m or a cold breakfast of fruit and bread at 9:40 a.m. Our experience was not only disappointing, but embarrassing that such poor hospitality and accommodations are being offered by the Henkelmans here in my hometown. In my experience , The Homestead Inn does not deserve the distinction of the Relais & Chateaux designation . It is apparent that the Henklemans tout the designation to advance only their restaurant endeavor, and hide behind it to provide an inferior hotel experience.