First of all let me list the more positive side of our stay as I would give the property itself a good rating. We rented the "Life is Good" cottage in Beach Camp for two nights. The location is really spectacular. The "town" is adorable as all the cottages are new and tidy and everything is within walking distance. Our cottage was charming and quite clean as was the town. The restaurant had great mixed drinks although after trying their super greasy onion rings we opted not to eat there. The market was surprisingly well stocked with everything you might need including a coffee bar, wine, lots of fresh produce, a great selection of gourmet food offerings and a super friendly staff. The beach is amazing and just a short walk away. And I have to give a big thumbs up to the maintenance staff as we got to know them quite well.
Now........the downsides and the experience that really put a huge damper on our first stay at Seabrook. #1) There is a lot of construction going on. Luckily, thanks to another review I realized this, called ahead and booked a cottage far from the construction. I strongly recommend this unless you want your experience to be large trucks, loud noises and construction workers. #2) Our experience: We arrived after the office was closed. We made a call from the outdoor office phone and one of the maintenance staff greeted us promptly and led us to our cottage. So far so good. We were given a "gift bag" with information and a map so I checked that for instructions about the house. Surprisingly there were none. I finally figured out the remote on the wall operated the fireplace so I tried it. Nothing. I called maintenance thinking perhaps I didn't know what I was doing. When he came by he proceeded to dismantle the fireplace and realized the pilot wasn't on. He was in there for literally an hour trying to figure it out. He managed to light the pilot but the fireplace wouldn't go on. Finally, hungry and tired we just said forget it. He promised to inform the office. So, we made dinner, used the hot tub and then attempted to check our email with the "free wi-fi" advertised. All the wi-fi was secured and we couldn't connect as we hadn't been given a password. As my fiance was expecting an important email about a job, I called maintenance. He came by again and attempted to figure out the problem. Another 1/2 hour in the cottage with staff. He couldn't figure it out so we said goodnight at this point, tired and exasperated. We wanted to watch a movie through the Wii at this point and realized there were 3 remotes and no instructions anywhere to be found. After some digging we found the Wii remotes but the batteries were dead in all of them except one. Figuring this out took another 1/2 hour. We decided to head to the office the next day and inform them of our displeasure. (I worked in hospitality for many years and expected a reaction quite different from what we got) The girl at the front desk said she was completely unaware of the fireplace and wi-fi situation even though the maintenance guy promised he would pass along the information. She basically passed the buck and said because she didn't know about it until now there wasn't much she could do and proceeded to tell us that wi-fi isn't "guaranteed". Um, but...it was advertised for this particular cabin and part of what we paid for. After a bit she decided to send some staff over to figure it out and said she would inform management of our trouble thus far. 2 girls came over and went to the bedroom and spent ANOTHER HOUR in the cottage trying to figure out the wi-fi. They finally succeeded and left. At this point we couldn't believe in a 2 night stay we had already spent 2 1/2 hours with maintenance in our cottage. That evening it turned chilly again and I decided to try the fireplace. To my surprise it now worked so I left it on while making dinnner. 15 minutes later the fan kicked on and made a horrible and loud noise. I promptly shut off the fireplace but the noise continued. I once again called our now dear friends, the maintenance department. The guy spent another 1/2 hour dismantling the fireplace and trying to figure it out. He mentioned that the fireplace was in dire need of cleaning and some repair and he would inform the office. At this point I had already been listening to that horrible sound for 40 minutes and was tired and stressed out. On the second night of our short two night stay we realized we had spent a total of THREE HOURS with maintenace staff in our cottage!!!! Not to mention we never heard a word of apology or anything from that matter from management. We headed to check out the next day expecting to be heard and for management to rectify what had been a rather stressful stay in some way. Same girl at the front desk. "How was everything?" We proceeded to re-tell the story of all of our trouble and her response was "Well, was everything else ok?" HUH????? Nothing. No apologies, no discount on future stays, no calling management in....nothing. I even asked her how could she make me feel better about our stay there and she said she would make sure someone fixed the fireplace. But wait...we're leaving, that has no effect on us now. Two days later I was sent a Seabrook satisfaction survey. I told the story in the bottom part for comments. Nothing. No response from Seabrook, no management email, nothing. As I mentioned I worked in the hotel industry for years...I know what can be done to make unhappy customers happy again. Absolutely no apology or response is considered really bad business. Let me also mention that we are not the kind of people to always complain about every little thing, in fact, I always try to give staff and places the benefit of the doubt and I rarely write negative reviews. But in this case the management clearly doesn't care about a poor experience and they have not trained their front desk staff to truly work hospitality. I think this place could be five star with some effort but service is everything in hospitality and sadly we did not experience it here.
- Official Description (provided by the hotel):
- Seabrook offers wonderful vacation rentals in a new coastal neighborhood just south of Pacific Beach on the Washington coast. If you're looking at lodging accommodations in Ocean Shores, Westport, or Long Beach, consider Seabrook. We offer quality vacation rental homes ideal for getaways, family vacations, reunions, business conferences, and retreats. ... more less
- Also Known As:
- Seabrook Cottage Rentals Hotel Pacific Beach