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“Poor Customer Management”

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The Manor on Golden Pond
Ranked #3 of 3 Holderness B&B and Inns
Certificate of Excellence
A TripAdvisor Member
Durham, NC
111
Reviewed December 1, 2003

My wife and I have lodged at over 35 different B&Bs in 16 different states. In that time, I have seen a wide range of how Innkeepers manage customer relationships there is usually a strong relationship between the AAA rating and the level of customer service in this case, the Innkeepers at Manor on Golden Pond (rated 4-star) managed to prove to be the exception.We had to cancel our 2-night reservation at Manor on Golden Pond 3 weeks prior to our arrival date. We reluctantly cancelled because of a medical reason (doctor advised that we not travel because of an issue with my wife's pregnancy). Two different cancellation policies came with our original reservation the small print explained that we needed to cancel 4 weeks out for the time of year of our booking (the other policy was 2 weeks out). The Innkeepers at the Manor on Golden Pond would not refund any portion of our $350 deposit after explaining the medical situation at hand. 'We are trying to run a business' was the Innkeeper's recurring and chillingly cold response, as if she did not believe 'my story'. She did offer a 6-month window to use the money we explained that we will have 2 infants and that we have no family in the area to support us getting away in the next 6-months. I was happy to compensate the Manor for a reasonable cost of doing business, but $350 seemed clearly excessive, especially with 3-weeks left to rebook the room. The Innkeeper would accept nothing short of $350. The car rental company and airlines both worked with us to arrive at reasonable solutions given the unfortunate circumstances.Just to make sure I was not 'over-reacting' and under-estimating the cost of doing business for a B&B, I called several 4-star B&Bs to see how they would handle this particular situation without exception all were in agreement at the excessiveness of $350, not to mention with 3 weeks left to book and the particular circumstances (i.e. pregnancy issue).Nobody needs a lecture on the importance of managing customer relationships it is incredibly obvious. We have an extended network of friends and family that love to travel and stay in highly regarded and personally recommended B&Bs they won't be staying at Manor on Golden Pond. The Innkeepers acted within their rights in the short run, but poor customer management will cost them much more in the long run. We plan to stay at a B&B in all 50 states - when we visit New Hampshire I have a feeling it won't be at Manor on Golden Pond.Sincerely, Paul Mudd

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243 - 247 of 247 reviews

A TripAdvisor Member
652
Reviewed April 17, 2003

We had a wonderful and relaxing time at The Manor (April 2002). This Inn provides great service besides a beautiful surrounding. For example - I asked if they had grape juice for breakfast - they said they didn't but informed me later the cook was buying me grape juice for my breakfast the next morning. Little details like this makes guests feel pampered. Our room had a wood fireplace, a deck and a huge two-person jucuzzi tub. We got to poke through most of the rooms in the Inn because they leave the doors open if they are unoccupied. My favorites were the "Churchill" in the main Inn. It's on the second floor with a fabulous view. The other two were not in the main Inn but I loved them - The Cambridge and Sommerset. The Inn itself is very grand and they have a super beach down below the Inn. Make sure you ask for a room with the view of the lake. It's breathtaking. If you want to be pampered in a beautiful surrounding with fabulous food, wonderful tea treats, and maybe even an afternoon massage then come definitely try this Inn!!!

12  Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 16, 2015
Google Translation

Room Tip: Habitación Mayfair: hermosa vista, pequeña (igual el baño), techos bajos y cercana a pasillo de piso...
  • Stayed: August 2015, traveled with family
    • Location
    • Cleanliness
    • Service
Thank Rosaneli
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 23, 2012
Google Translation

  • Stayed: August 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank rpitton
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed August 24, 2012
Google Translation

  • Stayed: August 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank cecileetlaurent
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about The Manor on Golden Pond

Address: Rte 3, Holderness, NH 03245
Phone Number:
Location: United States > New Hampshire > White Mountains > Holderness
Amenities:
Bar / Lounge Business Center with Internet Access Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #3 of 3 B&Bs / Inns in Holderness
Price Range: $233 - $456 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — The Manor on Golden Pond 4*
Number of rooms: 24
Official Description (provided by the hotel):
The Manor is a 24 room country Inn with each room unique. Booking direct allows you to select the room that you most like. Each room has TV, free long distant phone service on continental USA, luxury robes, free wifi, frette linens, turndown service, comfortable sitting areas. The Van Horn dining room offers exceptional cuisine in a relaxed but elegant atmosphere. Seasons Sap offers a full array of spa treatments. All rates include a full country breakfast and afternoon tea. Minimum age of guest is 12 years of age. Leave your pets at home. ... more   less 
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Also Known As:
The Manor On Golden Pond Hotel Holderness

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