My daughter and I made reservations here for the night of Friday August 16th 2013 because we had tickets for a show in Williamstown that evening. We checked in a little after 5pm, received our key and went to our room, unit 11, across the street from the office, When the reservation was made by phone the week prior, I asked about the rooms on each side of the street, and also about the pool. We specifically wanted a pool to enjoy and this motel boasted of a heated pool. I was told that all the rooms were lovely and clean and she would place us in a room on the pool side. I paid for the room in advance as required. We checked in and went directly to our room late afternoon. Immediately we noticed that the door lock was not secure and were hit by a very musty smell as soon as we entered the room. The carpet was frayed, the wallpaper was peeling and the decor was quite outdated. I ran to the bathroom, having been on the road for quite a while, and was disgusted to find a filthy, unflushed toilet. I had no choice but to flush and go.... I called the office right away and was told by the person who checked us in that she would try to get a hold of the owner, since the cleaning staff was gone for the day. While waiting for a response, we tried to go on the internet, as we were told the whole facility had wifi. There was no connection available. About 20 minutes and a second unhelpful phone call later (I was told that only the owner could help us and she hadn't returned to the office yet) my daughter went to check out the pool only to find it unheated, dirty, and with many floating dead bugs. She also told me that a woman was trying to drag a filthy, plastic cover either off or on to the pool. I went out myself and asked that woman if she knew where the owner was and she snipped that she was. I told her about the two messages I'd left over the past 20 minutes and what the issues were. She shook her head and walked over to our room, declaring that the room was fine. I pointed out the problem with the door lock, a stained and dirty bedskirt, frayed and stained carpet, peeling and dirty wallpaper, etc. and finally the bathroom. She turned on her heel from the bathroom and went to the room phone. She called the office and said "Apparently these people think our motel is "disgusting" so give them back their money and see if you can find another room for them someplace else." She hung up and turned around and said "satisfied?" I told her that unless they could find us a cleaner room at the same price, we'd have to stay there and that no, I was very much not satisfied. She left and slammed the door. The office person called back to tell us that the Williams Inn had an opening, but we told her that was well out of our price range. She was annoyed and said it's a busy weekend and what did we expect? I said we expected a simple but clean room and nothing more. She called back a little while later to tell us there was a room at the Berkshire Hills Motel right down the street and we'll be happy with that. I said that before we returned the key and accepted a full refund, we would first check this other motel and room out. We did so, and thankfully it was lovely, simple and clean, as well as $30 less for the night and breakfast. We returned to 1896 and went directly to the office to turn in our key and get our refund. The woman at the office left us standing there while another two customers came in after us to check in. She just said, "one minute please" while I objected to waiting. As she finished with the second customer, the first customer came back in to complain about being put in a room on the pool side when she had requested clearly a room on the office side, I interrupted and said, "I would not stay on that side, we are getting our money back now because our room on the pool side was filthy..." and that is when the office person finally decided to help us (to shut us up)... I was told that we'd have to wait for a refund because the machine was not operating. I said that I'd like cash in that case, and was told absolutely not. I asked to talk with the owner, and this person who pretended to be an employee when I called about the state of our room, said in a very unpleasant manner, "I happen to be the co-owner." I said that I would have to stay in the office until I received a full credit or full cash refund for the room as I had to pay for the other room we were taking down the street. The other customer was still standing there and I turned and started to ask if she wanted to see the pictures I took of the state of our room, and like a miracle, the credit card machine was suddenly fixed!
- Official Description (provided by the hotel):
- Enchanting property situated by a lovely brook and pond. Variety of immaculate & charming rooms with many bed configurations. Some rooms offer jacuzzis, canopy beds, and parlor stoves. Full hot breakfast buffet included in rate. Seasonal heated pool. Free WiFi. Very popular restaurant on site. Gourmet restaurant adjacent. Free parking. All non-smoking. One handicapped accessible room. One 3 Room Apartment. Sister Luxury Inn available on property. You'll never want to leave! ... more less
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