I have never experienced the arrogance and rudeness of an innkeeper as that of the Old Brick Inn. I still cannot comprehend the condescending treatment we received by someone in the service industry!
My daughter reserved a two-night stay for myself and her sister on June 24, 2008. My younger daughter is expecting a child in October and we wanted to have a nice getaway together. I have stayed at bed and breakfast establishments many times and have never encountered anything like this.
My daughter reserved the reservation on-line and received a confirmation for the three of us in the Scarlet Room (two nights – Saturday and Sunday) for $572.00. Six days before our trip (and with the possible imposition of cancellation fees on the basis of their 14-day policy), she received an email from George stating that their website had a “glitch” and that the cost would now be $748.00 as Sunday is now considered a weekend night and they forgot to charge the $35 extra per night for the third guest. My daughter promptly called them on the Sunday before our Saturday arrival, when she received this email, and spoke to a woman (Bryn). She relayed that we were not interested in paying an additional $176.00 when we had a confirmation in hand for $572.00, and Bryn asked to call her back. When Bryn called back, she agreed that the policy had changed about Sundays and that it should not be retroactive for our reservation. She also agreed to charge us one night of $35 and not the second night. Therefore, they wanted an extra $35.00. We could agree to that and we kept our reservation.
When we arrived on Saturday, suitcases in hand, 1) there were no parking spaces to be found (even though were told that there were enough for all the guests) and we were quite rudely told to park in the bank parking lot (which also was full) or park on the residential street, then, 2) when we went in to confirm our reservation and obtain our room, my daughter was handed a two-page paper to sign. It was flipped over to the signature page agreeing to the fees. She questioned the amount that she was quoted. The clerk flipped it over to page one and we were being charged the additional $35.00 (now our additional charges from the confirmed reservation were $70.00 more). We disagreed, as that was not what had been negotiated. Whereupon, George came out from behind his gate and started to argue with us and attempted to validate his changing of the fees for the third time. In a raised tone of voice, he belittled us for “quibbling over $35.00,” although it was really an additional $70.00.
He asked why we did not call to make a reservation—but I hesitate to state the obvious—why offer online booking if you don’t expect guests to use it? He wanted the customer to assume the cost of his software “glitch”. He told us that we could walk away with no problem. We took him up on that as he was the rudest, most condescending man I have ever encountered and I told him that I had stayed at many bed and breakfasts and had never seen anything like this. He told me that that was my “mistake.” His is not a bed and breakfast but a “boutique hotel”! Excuse me, someone please change the website and take bed and breakfast off of it!
We left. We walked down the street with our luggage and were loading it back into my daughter’s car when George followed us out on the street—not to offer any kind of compromise—but to continue to argue his point about not losing money on the room!!!!!! He continued to berate us on the street in front of several bystanders. (What a big man to yell at three women—I’m certain he would not have done that if our husbands had been with us).
I don’t know what is wrong with this man but we were just trying to take him up on his offer to walk away. He even told my daughter (who was angry) not to cry! We were so disgusted that we left St. Michaels entirely and I will probably never go back there again! Someone ought to inform the mayor, city council, Chamber of Commerce, etc., that this man is not a good ambassador for the city of St. Michaels. I thoroughly agree with weddingbell09 (posting in tripadvisor.com) and I am so glad that someone else has encountered this man’s arrogance and rudeness because people that we tell about it have a hard time believing what happened to us!
From what we could tell as we literally only set one foot in the door, the pool is tiny, we were not impressed, and if the breakfasts are as disappointing as what others have said, I would have not agreed with even the original price. We certainly would not have wanted George to have anything to do with our food preparation. Scary thought!
From other postings I know that the “principals” of the Old Brick Inn obviously monitor this site and post responses, at times, with excuses. Don’t be fooled. I am not saying that this is the case here; however, I also know that business owners are not above posting good reviews for themselves. Consumers beware! It is good to have this kind of forum where you can see some of the real experiences of other patrons. I don’t know anything about the ownership changing hands as we have never stayed there, but there is no excuse for this man to follow us out onto the crowded street and continue to argue with us when he told us to walk away—he didn’t want us to stay there! George is certainly not fit to deal with guests and if he is a principal, as he says that he is, then he would be better served to let someone with customer service skills (and for the rates they charge, someone with impeccable customer service skills) greet and work with his guests! My daughters and I will never get back the time that we wished to spend together, in a relaxing atmosphere, before the birth of my grandchild. We managed to salvage our weekend and I will certainly not allow someone like George to ruin our time together. We just were not going to be extorted into paying a bill that changed on the day of check-in, for the third time! Unbelievable!!!
- Official Description (provided by the hotel):
- Located in the heart of St.Michaels, The Old Brick Inn and Kemp House are elegant, historic homes built in the early 1800s. Both offer European charm with modern updates for the comfort of our guests. Our highly professional staff work tirelessly to ensure that every guest has his/her needs met. Twenty luxurious guest rooms all have ensuite private baths, digital TV and free wi-fi. Several premium rooms offer Jacuzzi tubs or double showers. Our private courtyard features a perfect gathering area for friends and guests to relax and enjoy our premium beer and wine list. Free on-site parking is available for all of our guests. Our inn includes a full breakfast(not the norm in St Michaels). ... more less
- Also Known As:
- The Old Brick Hotel St. Michaels