I am combining the reviews of two stays, one week apart in this review.
The first stay was a solo trip - a relaxing spa trip for myself. That stay was perfect! The resort itself was gorgeous. My room on the 2/F faced the ocean and every morning I woke up and sat out on the balcony looking at the ocean with a cup of coffee (Keurig coffee makes in the room which was a plus). Imagine how relaxing it was! That was in addition to fabulous spa services (I had a facial and a massage - to die for!) and a nice swim in the heated pool overlooking the ocean.
This stay was so perfect that I decided to book a stay the next weekend for my wedding anniversary (this time I was bringing my husband!). I wanted to show him what I experienced the past weekend. I was told that I would get a 15% off for return guest (it was listed as a promotion on the back of the hotel key card holder). I was told that it was busy but I was assured that I would get an oceanview. I was told that they didn't have a king room, but I was happy with two queen beds in the room as long as I got the oceanview.
When we got to the resort Friday night (we came from Boston and drove straight up after work) around 8.30pm, we were given a room on the ground floor with a "garden view". I think most of the rooms in the resort have ocean view except for maybe 10 rooms I guess (I am guessing because those would be the ones facing the pool but not high enough to see past the pool to see the ocean). We weren't told that at check in despite clearly on my reservation confirmation that I reserved a 2 queen ocean view room. My guess was that because we arrived a bit late so they gave our room away. I understood that the resort was crowded and I understood the practice of overbooking (not that I agree with it or condone it because I feel that the consumer had very little protection since if a customer didn't show, the resort was entitled to charge the customer for the night). What upset me was that when we tried to get into a room that I reserved, and was told that in the computer it said "upgrade if possible"???? No apology. Funny thing was the junior night clerk didn't even try to explain anything over the phone but handed the phone to the senior person on duty, clearly anticipating what I was going to ask for or complain about. Then why did they not just come out right away to apologize and say something along the lines of "sorry, your room wasn't available (make up some excuse) but we will get you to an oceanview room tomorrow". I would have felt tons better. Instead, when we got to the desk that night, the senior desk person (a lady) tried to almost say we booked the inferior room and were just angling for an upgrade. I checked before I rebook that a garden view room was to be either 70 dollars or 80 dollars cheaper but I specifically asked for an oceanview room. She also said "come back to the desk tomorrow morning and we'll see what we can do for you". What!!!!
I was really upset then but knew there weren't a lot of rooms in town available, so we didn't leave. I was tired as well. Oh, and to make matters worse, there were no bathrobes in this room (it was in the description)
The next morning we stopped by the front desk and talked to the general manager Connie Russell (who was the one who took my reservation the past weekend). He did apologize that time and promised to upgrade us. I stressed to him again that the biggest thing I cared about was the view. I didn't need a bigger room nor a hot tub but wanted a room like the one I stayed in the week before. We ended up getting a room on the top floor with a hot tub on the terrace. However, the view was of the clubhouse and restaurant and the ocean view was there but you had to go to the end of the terrace to see the ocean. He also sent chocolate covered strawberries for our anniversary as an apology. I appreciated the gesture but unfortunately our taste was soured already.
I am really conflicted about this place now. I know what it could be (my first stay) which was relaxing and satisfying. However, the second stay was just not up to par for a place with a AAA four diamond rating. There is a certain amount of trust you put in the rating system that you expect a certain level of service (e.g. you get the room you reserved except in some extraordinary circumstances). I haven't decided whether I would go back there again.
- Official Description (provided by the hotel):
- Rockport, ME resort and golf course located on the coast. ... more less
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- Also Known As:
- Samoset Resort On The Ocean Hotel Rockport
- Samoset Hotel Rockport
- Samoset Resort On The Ocean Maine/Rockport