HORRIBLE!!! My friend and I checked in for our first visit at the Ironhorse Inn on 7/21/24 for one night. Shortly after checking in and being in our room, the solid wood bathroom barn door (that was extremely heavy) came crashing down. It fell on to the nightstand shattering the glass lamp. Luckily for us, we were not sitting on the bed, otherwise one of us could have been severely injured! This was very shocking and frightening, and we were both shaken up! When I called the employee at the front desk, she came up to the room. The solid wood barn door landed in front of our door, so our room door was partially blocked. When the employee came to the door, she immediately yelled “I can’t get in”! Our first encounter with her was extremely hostile, she was clearly annoyed by the situation! She never once asked if we were okay! Her rude and hostile attitude was SHOCKING and therefore, we got a little upset by how she was reacting to a very scary situation! She was acting like this was somehow OUR FAULT! In a very rude manner, she said “there’s nothing I can do, I am by myself”. She then offered to change our room, and my friend asked if they can just sweep up the glass and change the sheets, and she said she couldn’t because she didn’t have anyone to help her. We then agreed to change rooms. To our shock, we were then told to leave the premises immediately or the police will be called! Seriously? The police! Yes, we were both upset, but we were never disrespectful to the employee. Therefore, we had no choice to leave and find another hotel that was twice the price as our room at the Ironhorse. She didn’t care whatsoever about our safety. Why would you rent a room with a broken solid wood heavy door? That was a major safety hazard and could of cause severe injuries! You need to train your employees how to handle a crisis much better. If she would have been calm and showed the least bit of concern, things wouldn’t have escalated as they did! This employee probably shouldn’t be working with the public!

The next morning, I called the Ironhorse and asked if I would be receiving a refund. The woman on the other line replied, “Absolutely not because you were using profanities to our staff” and hung up the phone up on me! Yes, were both upset, but only because of how we were being treated! Never in my 58 years have I been treated so horribly in a situation that clearly was not our fault! I have traveled a lot, and I am completely shocked of the lack of empathy, or concern for our safety. HORRIBLE CUSTOMER SERVICE!!! Make sure to check the barn doors before checking in!!!!