My husband and I just stayed at Papa's Hideaway on March 20th and 21st. I found this hotel using Trip Advisor. We paid $372.00 for a two nights stay. This guest house had a beautiful courtyard with a Jacuzzi. The rooms were old, I have to stress OLD they needed some updates but they were clean.
The problem arouse on our return home at 3:00 am the first evening. You have to enter three doors to get into our room. The main property gate, then a locked patio door to our room then our main room door, the outside patio door lock would not work. It just kept spinning and spinning and would not work. We tried for a half hour and could not get the door unlocked. My husband was thinking of crawling over the locked fenced area but I told him know because he could break something. We thought we were going to have to sleep on the swing outside our room. (There is no 24 hr innkeeper on the property) Then I realized that I had the telephone number in my cell. Andrea the co-owner with her husband was very accommodating and advised that she would be right down. A half hour later she came down and she ended up having to crawl over the top and then my husband had to locate her tools to jimmy the lock. She was able to do this. We were very thankful in how she handled this, but please keep in mind; we were sitting outside for about an hour upwards to an hour and half getting eaten up by mosquitoes. We were definitely inconvenienced even though we appreciated her prompt attention.
Upon check out, another employee was working. I expressed that I felt that we should be given some sort of discount given the inconvenience of the situation. She advised us that she did not have the authority and this was the owner’s only day off and she would have the owner call me. She also advised us that she would charge me the full price and what ever discount the owner decides on, she can credit our credit card. We thought instead of bothering the owner on her day off that we would wait for her to call us.
Well today is March 26th and I have yet to receive a call from the owner, so I called her and asked if she could give us at least a 10 to 15% discount off our stay. (This is a credit of $55.00 or at 10%- $37.00) I thought our request was very reasonable. At first, she said she needed to talk to her husband. Then she decided that she could only give us a credit for a future stay of maybe $55.00 for our next stay. I advised that was not acceptable as we do not know when we will ever be back. I advised a trip from Ohio to Key West, is very costly. She refused to credit my credit card. When asked why she would not, she refused to answer. Just said she wanted a repeat customer, advised I can understand that, but it is not cost effective for us and who knows when we will be back. Again asked if she would just give us a credit on our card, she REFUSED. She told me that we were lying and that her worker did not tell us that we could get a credit on our credit card. Why would I lie? What would the average customer want when inconvenienced? I think a credit of that stay when the situation occurred??? WE ended our conversation with her NOT crediting us with anything. I advised her I located her on Trip Advisor so I will update my review of her customer service skills. She became upset and told me I was black mailing her. I advised no I was not. I asked for simply a 10 to15% discount on our stay for the inconvenience, I do not believe we were asking for too much given the circumstances. She still flatly refused.
I have to question this person’s skill as an innkeeper. Just a little FYI for anyone thinking about staying at this Guesthouse…
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