Stonehurst Manor, North Conway

I was trying to make a reservation through the online reservation system through their website and the price came up as $154 for a standard room. I called to inquire as to whether or not meals were included in this price and the woman on the phone was incredibly rude. She rudely told me that the price was $196 regardless of the price quoted on the online reservation system for the particular days I was requesting and for the particular room I was requesting (even though the price came up as $154 all the way to screen where I had to input my credit card information). She also kept telling me that she didn't know where I got the $154 rate. When I told her that I was on the computer at that very moment and the price for the days I was requesting were coming up as $154 - she told me that I was wrong and that even if I booked online, she would call me and charge me the $196. I never said I would be opposed to the $196 - I just wanted to know why there was a $154 option online. She was very rude and ended up hanging up ubruptly. I had heard good things about this place and was looking forward to a weekend away for my anniversary but I would much rather give my business to a place with good (or at least half way decent) customer service.

We saw the ad in a magazine and thought it looked nice for our anniversary (from FL). We were with another couple. First of all we had a server come up and apologize for the lack of service and said she'd check to see if she was our server or someone else. Never saw her again and here comes a girl with no welcoming graces at all. All business. I ordered the steak Diane - it was fatty to say the least. My husband got the chowder - big ok... our friend got scallops which were cold and my friend got salmon and left over half of it - she's not a complainer but i know when something is good you eat it and offer some to others if you aren't hungry. I had candles (sparkler hearts miniature_. Sent them to the waitress quietly to put in my husband's dessert. She brought out the dessert - plopped it down and said 'happy anniversary' (half heartedly) with the sparklers sitting in the chocolate lava cake and a lighter for me to light them. I have never seen such a thing! An idiot would know to light the sparklers and bring them out. It was awful and our friends picked up the bill. If it had been me there would have been no tip for sure! The girl was the worst and never even introduced herself or I'd print her name. She should have lessons on serving or get another job - not dealing with the public. Do NOT go! I wouldn't be surprised if it isn't out of business by 2012! I certainly hope so. Or at least new owners with deep pockets. There was an odor of urine when we walked in.

We stayed in Room 25, which had the fireplace and Jacuzzi. The drain on the Jacuzzi was broken, so as you sat in it you had the non-enjoyable sound of draining water echoing throughout the room as you watched the water quickly disappear. This sound was quite lovely compared to the obnoxious noise the sink drain in the bedroom made when the toilet was flushed in the bathroom. The bedroom itself was also problematic. If you placed anything on the bed, the boards supporting the box spring would fall out. This was important because it allowed you to see the pieces of scrap plywood underneath the headboard feet that were balancing the bed. Maybe one would either fix the bed or at a minimum finish the wood so it doesn’t look like a boarding house dump. The outdoor pool was neither heated nor clean. There was a natural gas truck at the premises during the short duration of our stay, so my best guess is the excuse will be that it ran out and they could not heat the pool. The water was very cold even in late June with an outdoor temperature of no more that 75 degrees this negated any opportunity of getting in. All though even if it was heated, the amount of dead bugs and forest litter in the water would have turned off many. We did enjoy the lounge and the bartender did make us a pair of quality drinks. I would caution those of you who are wine drinkers though, when we walked about he was draining a box of wine (Franzia brand) into another container. I’m not sure what that would be used for but I equal wine from a box as cheap and looking over their beverage menu I did not see anything that equated this quality with what they were charging. The food was subpar at best and the quality of service in the dining room was 50/50. Our dinner meal was a comedy of errors. I had a piece of “prime rib” that was at a minimum 1/3rd fat. The meat that was cut away from it was satisfactory at best; the warm horseradish sauce did not make it any better. My side dishes, which were served swimming in the au jus of the meat, were undercooked and bland. The sweet potatoes were crunchy in the middle and blackened on all corners, the cauliflower was waterlogged yet still undercooked. My wife had the stuffed lobster, which was better but not great. The stuffing was undercooked on the inside and overcooked on the top. Her polenta was a vast pile of tasteless lumps, and she had the same underwhelming cauliflower. The waitress was wonderful and provided excellent service, she was the highpoint of the dinner service. For breakfast the following morning, our service took a huge downward spiral. My coffee cup was never refilled and the waiter never checked on us after delivering the food. My hash and potatoes were good, the best things I had eaten at the Manor so far. The scrambled eggs were another story; they tasted of fish. How this happened I do not know, but it took the better part of the day for that awful taste to leave my mouth. After breakfast we decided that all this being said we needed better service and accommodations or we should move on. The general manager when informed of our complaints made no apology and generally did not seem to care. We were basically told that they “would look into it” but if we wanted to leave they would not refund us for our second night, even though it was prior to check out time for our first night, unless they re-rented the room. My initial thought was that they would try to make some type of attempt to set it right, but the attitude of the management staff was that we should accept what was “given” to us and they would fix it when they wanted to. I am now going to have to dispute the charges with my bank and attempt to get money refunded through legal channels, all because of their total lack of customer service. They give you lip service as you read their responses to reviews but know that these are empty words. When faced with issues and complaints they will not deliver results or even care.

My husband and I have been to Stonehurst many times. The last two trips were not very impressive. The pet friendly rooms are moderately clean but the beds are VERY uncomfortable. The food isn't as good as it used to be either. Even Mr. B doesn't come out of the office anymore. Sad to say, I think that was our last trip there.

The rooms and food are fine, but the management is rude and doesn't care about their guests. We had a medical emergency and had to leave after one night. They refused to refund us for the second night or offer us a credit towards another visit. The General Manager and Owner would not speak with us or return our calls. They took our money, but they didn't care about us or our stay.

We have been going to the Manor for years, but NO MORE ! The rudeness and lack of professionalism demonstrated by Leona Garneau in reservations / customer service was jaw dropping. A great place otherwise. Suggest removing Leona Garneau from public contact

Stonehurst advertises that it is pet-friendly. They do put a dog cookie on your pillow. However, guests with pets are placed in rooms located in the BASEMENT of the building, around back by the trash dumpsters. There is no insulation between rooms, and you can hear your neighbors sneeze. Cigarette smoke came in from other rooms. We listened to maintenance workers banging in the maintenance shed (i.e., right outside the door) from the time we checked in until way after dark. When our dog barked at the noise, we were asked to leave, and not nicely. Lobby staff was very unpleasant. Dining room food was very poor - steak Diane was fatty with gristle. Pet owners- don't waste your money here!!!

im glad i read the reviews before bringing my family to this place ......

i called to book a room and was treated very poorly. Ask to talk to the manager and was told by the woman that she was the manager. I then asked to talk to her boss who ever that would be and a man came on the phone and was as rude as she was. The price online was not the price they said it was never updated. I would never stay at a place that treated people this way on the phone can not even begin to think how they treat you when you need something when your there.

i used to love this place, i loved coming here with my family and friends, like a girls place to hide ,and have fun. with family meeting each year, but over the years i see the help not as friendly and cold, over worked?, my kids loved it to ,even came on there own as adults with there new wifes, and sad to say not happy place today, would love to know what happen to service and smiles, and greetings as they know you you after many years, no smiles from help.