Greyfinch Chatham Inn — Hotel in Chatham

As others have said, the management here is terrible and while they give lip service to other bad reviews that they will try to be better, do not believe them. The cancellation policy is absurd. If you have an issue you cannot actually speak to the manager or even learn her name. Even if 2 members of the reservation team at the 800 number says they will let you shorten your stay (ahead of your arrival for a funeral memorial) without penalty, at check out you will be told they are charging you for all nights and you will have to suffer being hung up on by the front desk several times, being told you can only email this mysterious nameless manager until the front desk finally calls you and then do you the favor of honoring their previous agreement. Ridiculous. I did get a refund but the aggravation during an already stressful week is unforgivable. I will camp on my aunts lawn before staying here again.

So after reading the response from the motel I decided to punch my complaint into an AI chatbot. The response I received is eerily similar to the no name manager from the hotel. Please read and make your own decisions.

This is the AI chatbot response to my complaint using Microsoft Copilot. “Dear Guest’s Name], Thank you for taking the time to share your feedback. We deeply regret the inconvenience and frustration you experienced during your stay, especially during such a difficult time. Your experience does not reflect the high standards we strive to maintain, and we are truly sorry for the distress it caused. We acknowledge that our cancellation policy and communication processes fell short of your expectations. We are committed to making significant improvements to ensure that such issues do not occur in the future. Specifically, we are: Reviewing and updating our cancellation policy to make it more flexible and transparent. Enhancing our communication protocols to ensure that guests can easily reach management and receive consistent information. Providing additional training to our staff to improve their responsiveness and empathy in handling guest concerns. We understand that actions speak louder than words, and we are dedicated to earning back your trust. Should you decide to give us another chance, we would be honored to provide you with a much-improved experience. Thank you again for your valuable feedback. We hope to have the opportunity to serve you better in the...

We really wanted to love our stay at The Greyfinch (which is ongoing at the time of writing this) but unfortunately this place leaves so much to be desired on all fronts. First of pricing: we got the Sunday through Thursday deal and even though it looks good on paper, it’s pretty ridiculous that they add in a daily $30 resort fee (?) which gives you access to the pool?? Internet?? and bikes. Hotels that don’t include internet and pool in the nightly rate are pretty lame especially if these amenities are nothing special or don’t even really work. Bikes should be an optional add on not a mandatory up-charge. Unfortunately this has become somewhat of a common practice amongst hotels who offer deals they can’t or don’t really want to support. The front desk attendant needs some serious training in hospitality. No smiles, and when you ask a question or you question their answer, they just repeat the information the gave you in a condescending monotone voice. We had an issue with the internet, which we were paying extra for, and she wouldn’t try to problem solve and told us that people who want better internet choose to stay at their sister property up the road. We asked for the manager and we were given a card to email them as they are not availble or reachable on site. They did respond to us and stated that their internet has limitations and offered to reduce our already ridiculous $30 daily fee to $15. It seems like a real miss with so many people working remotely these days or doing work while traveling to not have a decent secure internet, even if it’s offered outside of the room in an office center. Especially if you’re charging extra for it. To cap it off you are treated to the sound of gardeners right outside your room with leaf blowers and trimmers at 8am. These activities should be reserved for the checkout-checkin window so as to not disturb guests who are trying to rest or enjoy a peaceful morning. These are not complaints that would suggest the need for a higher tear price or establishment, we’ve had better stays at way cheaper establishments. But at the price tag and including all the fees, a lot more is to be desired. Rooms are new and...

We had a nice time staying at Greyfinch, but I regret paying as much as we did for it. It feels like a motel trying to upscale—but only making it halfway.

The essentials were fine: bed was comfy, bathroom was newly renovated and well-stocked. Area the hotel is in is safe, quiet, and near a few particularly lovely spots.

Most disappointing for us was the “kitchen” in our suite: it was a huge space, but had no real added value beyond what you’d normally have in a cheap hotel room—i.e. a small amount of fridge space + a microwave. No stove or toaster oven or cookware at all; only 3 forks and a couple spoons haphazardly tossed in a drawer; a few mugs and basic water glasses. No wine glasses, no corkscrew, no butter knives, keurig didn’t work well (if at all). There was a dishwasher but no dishwasher pods or liquid—when I asked the reception staff for some, they didn’t have any and told me to use the dishwashing liquid we’d use for hand washing dishes (which can very easily overflow dishwashers—I declined). It was useless as a kitchen unless you happen to bring all of your own cooking implements and cookware: I’m frustrated to have paid more for this.

The many, many empty drawers and cabinets in this “kitchen” were all the more confusing given there was almost no space to unpack clothing from our suitcases in the bedroom. In a suite that is said to sleep up to 4, there was a small wardrobe with 7 hangers and one drawer (and the drawer was already filled with extra bedding). As someone who prefers to unpack my suitcase when I’m staying for a week someplace, this was disappointing.

Housekeeping service was daily and generally good. We did find a dirty rag on the countertop one day that was left behind. Our room also did not have a “do not disturb” sign, so there was no easy way to communicate that we didn’t want service beyond answering the door and saying we didn’t. (I did eventually see one of these on another guest’s door, so perhaps you need to ask for them.)

I may be willing to stay again, but I wouldn’t pay what I...