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BW Premier Collection The Litchfield Inn
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All reviewsnew englandthemed roomsomelet stationroom pricequaint townpublic areasqueen roombuffet breakfastwill stay there againwonderful staygarden roomstayed for one nightthe room was nicewafflesconnecticuttavernfurnishings
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Reviewed November 29, 2013

Be VERY careful if you plan to stay here! This was our experience on the nightmare of Thanksgiving 2013...

We booked two rooms for our family -- 3 adults, two toddlers, and an infant -- and asked for adjoining rooms. The only adjoining rooms this hotel has are in the "un-renovated section," but they didn't tell us that when we booked. On Thanksgiving we went by the hotel when we got into town, around 11:30 a.m., and asked if we could check in and drop the bags in the room. We were told one room was ready and one was not. But in order to drop the bags in the room that was ready, it would be a $35 early check-in fee; otherwise. We couldn't drop the bags without paying an extra $35 – and the room was already paid for. Seriously!

Around 8 p.m. that night we arrived to check in. Three adults, with two toddlers and an infant, walked into the first room and it was cold and dark. There weren’t any good lights in the room because, as we learned later, this was the “Sherlock Holmes” theme room. “I love that room,” the clerk said. It was cold because the heat wasn’t on. We went into the adjoining room and it was cold too. The heat was off in both rooms and it was 18 degrees outside. We turned on the heat and I went down to get a lamp. They said they would bring a lamp up, and I went back to the room – to find that the heaters were now on, but blowing cold air. This was too much! I went down to ask the manager to switch to new rooms. “I’m sorry sir, but the hotel is full,” she replied. “But not everyone has checked in,” I replied, “and we have little kids sleeping on the floor of a cold room. Can you find us a different room?” The reply: “We can try, but that would mean moving someone who asked to be in the newly renovated section.” Ahhh, I didn’t know how important it was to ask for the new section, if you want light and heat!

After another 10 minutes the call came that they had found one new room for us, but only one and they would do this because of the children. We had decided by that time to just tough it out where we were – the kids were settling in and everyone wanted to go to bed. So we asked to please get some extra pillows (only two per room), extra soap (one bar per room), and please fix the heat. The bedspreads were light weight, and there weren’t even extra blankets in the closets. 18 degrees out -- seriously.

Speaking of heat, when I asked why – when it was so cold outside – they didn’t bother to have the heat on in the room, the manager said, “Sir, we have an old system, and if we turn on the heat at check-in for all the rooms, then it would mess up the tower and throw off the whole system.” Seriously?

Eventually the air in one of the rooms warmed up, but in the other room it stayed cold. The desk clerk came up with two space heaters – the kind you put under an office desk – and I asked her to please feel the air blowing out and give her opinion. She said, “Well, it’s not like AC, but it’s definitely not warm. I suggest you turn it off and use these. “By the way,” she said, “we’re giving you 15% off the room because of all the trouble.” Hmmm…

Next morning at check out, I double checked on the 15%. For both rooms? No, just the one where the heat wasn’t working. “That’s nice,” I said, “but I think 50% would be more reasonable.” The reply: “Sir, we can’t do that. My manager doesn’t even know about the 15%.” Seriously.

The problem is, Litchfield Inn is basically the only option for many miles around. So, weary traveler, you may not have much choice. But despite the price, this is no Marriott. The staff is kind, but don't expect much from the management, and definitely ask for the renovated section!

Room Tip: Whatever you do, ask for the renovated section!
  • Stayed: November 2013, traveled with family
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4  Thank PWTJ2013
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jessie A, General Manager at BW Premier Collection The Litchfield Inn, responded to this reviewResponded December 9, 2013

Dear Guest,

I feel extremely sorry to read about your experience with the Inn. Our efforts are always to make our guest comfortable but unfortunately when your mother made the reservation, the Inn was 70% occupied and the kind of request of adjoining rooms was asked for was given and informed about the rooms. While a room in the newer wing was also offered to you in the evening which you denied to move. I understand the discomfort which you were facing and my staff made all the possible efforts to make you feel better. We do not deny a situation of possible technical flaws and my team was trying to overcome with all their capabilities. Your rude behavior did hurt them but we prefer to work on a possibility of making things better than worst. I know the discount we offered on both your rooms cannot substitute the hassle you had to go through but I assure you of best of our services in future.

Thanks

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed November 14, 2013

Stayed here for 2 nights in late October whilst visiting from Ireland. The staff are outstanding and couldn't do enough for us. The room was really spacious and beautifully decorated. There were lots of beautiful little treats for guests, chocolate chip cookies and a welcome letter from the Manager. The food in the restaurant was delicious and the staff really lovely. There was a beautiful lounge with lovely views and a very handy business centre. Really enjoyed our stay and would definitely return.

  • Stayed: October 2013, traveled with friends
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2  Thank Oscar05032005
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jessie A, General Manager at BW Premier Collection The Litchfield Inn, responded to this reviewResponded December 2, 2013

Dear Guest,

My team is overjoyed to read your response and quite motivated to step up as always to make our guest comfortable. We appreciate your feedback and look forward to have you again.

Thanks

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed November 11, 2013

The good,,,,we made reservations with Judy (night desk) by phone at this Inn. What an exceptional lady, probably the best customer service from any one individual we have ever received. She booked us for early arrival and one night and then got us a second night even though the hotel was booked solid, though we were going to have to change rooms.
The B&B is very nicely decorated and the room (new wing) was large and comfortable with an assortment of amenities. The bed was comfortable and the room was clean.
The bad....when we got to the room the heater didn't work and the room was about 35 degrees. The manager came up and got it running and then brought up a space heater (kind of scary having space heaters running in a very old wood building) to help warn up the room. The regular heat only had two settings, on or off, no matter how much we tried we couldn't adjust it. So we had a choice between sauna or an arctic adventure. Made for a very uncomfortable night. Some of the remodel was poorly done, like the toilet rocked back and forth (room 201).
Like I said we were going to have to change rooms for the second night but we were leaving early to take our Granddaughter to New York. Judy had told us we could leave the rooms at the front desk and they would put them in the new room after cleaning. Went down four times to do that between 4:30 and 5:30 but there was no one there, so we just took the bags with us and drove on to Hartford for our flight out the next day.
Overall....it is a beautiful inn but they really need to upgrade the HVAC (air.heat) system and check their contractors work, sometimes its the small things that can make a difference. And if all their staff was as helpful as Judy they would receive five stars all the time.
I'll review the restaurant on another page but I would give it a pass based on our experience.

Room Tip: Room 201 has heat problems and toilet not bolted down properly
  • Stayed: November 2013, traveled with family
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1  Thank DKB100
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jessie A, General Manager at BW Premier Collection The Litchfield Inn, responded to this reviewResponded December 2, 2013

Dear Guest,

Thanks for your review and we definitely will take your comments as a suggestion to improve our services. We are happy that your stay was comfortable. We look forward to have you again and hope to make your stay even better.

Thanks

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Reviewed November 9, 2013

Arriving at this hotel via a long driveway, and seeing the grounds and lovely portico of the hotel itself, one expected a great stay. However, our feelings on departure were very mixed.

We stayed in a refurbished room with 2 beds. The room itself was a pleasant surprise, but the cleaner needs to go on a training course. The carpet obviously hadn’t been swept and there were bits and pieces left from previous occupants. The toilet roll was left with only one sheet of paper on it (although there was a spare) and used pieces of soap were left on the bath. The washbasin too was not as clean as I would have liked, with someone else’s hairs in it. There was a fridge, microwave, Ipod dock and coffee maker in the room.

The food at the hotel Bistro restaurant that evening was excellent and the service was good. However, the following morning at breakfast, it was a different matter. Items kept running out, and the staff couldn’t have cared less. When anything that had run out eventually was replaced, the numbers were very small eg 6 pieces of bread between 20 guests is not going to go far. This was portion control taken to extremes.

The girl at reception was equally dismissive, when we checked out. The public areas of this hotel are beautifully and lavishly decorated, and the hotel itself is set in lovely surroundings, but it is very much let down by its staff, which means ultimately, the management.

  • Stayed: October 2013, traveled as a couple
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Thank Victoria37
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 5, 2013

The highlight of our ten day trip through New England was finding this gem in western Connecticut. The staff were most friendly and helpful. The room was an older room in the Inn that is scheduled for renovation; It was large, spacious, clean,and most comfortable after a day's journey. We are not sure how it could be made more enjoyable. The setting is beautiful and the town of Litchfield was fun to visit. The bistro attached to the Inn served good food and had a pleasant atmosphere. If we visit the area again we will plan to stay longer and relax in a lovely environment that met our every need, and exceeded our expectations. The price was very reasonable compared to other accommodations we had enjoyed along our way.

Room Tip: The Ireland room is great
  • Stayed: October 2013, traveled as a couple
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Thank George4240
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jessie A, General Manager at BW Premier Collection The Litchfield Inn, responded to this reviewResponded November 12, 2013

Dear Guest,
Thanks for your wonderful feedback and our team at the Inn is happy about giving you some good memories to come back. Customer satisfaction is our utmost priority and we feel honored when such feedbacks are shared. This is indeed an encouraging gesture and we all thank you once again.

Thanks

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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