Gästanvändare
14 oktober 2024
This is the second October that we visited Cooperstown and stayed in this motel because it is, in general, an adequately good place to explore the area at an affordable price: basic but with a lovely view of the lake. However, this year we were very disappointed at the conduct of the staff. There was a power outage in the area, which also affected water provision in the motel. As a result, there was no way of flushing the toilet in a room of four with two children, one of whom was not feeling very well. This happened on a Sunday morning and we were due to check out the next day (Monday). Although the receptionist said that the power would likely be restored in 3-4 hours, my family and I were not sure about this prediction, and asked if it were possible for us to depart a day earlier and receive the refund for the last day. The receptionist explained that she is a "weekend employee" and she does not have the authority to make this decision, while also refusing to give us the contact details of the management, who apparently relinquish their supervisory responsibility over the weekend. The receptionist proceeded to state that the property "is in the country" and things like this can happen pretty often--meaning, water and electricity outages can happen and you, unlucky customer, better deal with it but also pay in full. We do not expect a boutique experience from a random motel; but we do expect the minimum courtesy of understanding that a hotel cannot impose the technicality of its no-refund policy when it is unable to provide its terms of service (here: basic amenities) regardless of the reason behind this inability. The hotel should either allow people to leave with a refund for the remaining day(s), or at the very least make a gesture of reducing the price for a day, offer vouchers, etc. Their solution was to give us water from the rather murky pool to use in the bathroom, which we did not need because at that moment, thankfully, the electricity was restored. About an hour afterward, the owner (?) knocked at the door to see if we are well or need anything. Kind of her to stop by, but totally unnecessary and decorative at that point. Presenting the outage as "something beyond our control" for which "you have to pay nonetheless" is the attitude of grifters, not of serious business people with a sense of honor and customer service. We are not returning next year.
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