The Kennebunk Inn — Hotel in Kennebunk

I've been holding off on writing this review because I never leave negative reviews publicly. However, I'm just so frustrated by my experience with The Kennebunk Inn. First and foremost, the building is pretty from the street. Its an old INN and if you like that, its exactly that - old. The biggest problem is that its just "tired'. We booked a 2 bedroom suite. No one was there to greet upon arrival even though it was, if I recall, about 5pm. We wandered through long hallways with many bags to find a front desk. Just an envelope with our keys in it. No restaurant or bar was open and the town is certainly not hopping in the evening. We followed the directions to our room which was (unknown to us at booking) 3 flights up. After lugging everything up, we were disappointed to finally arrive at the room. It was big. That's for sure. But stiflingly hot and only air conditioned by loud window units that kept all of us up all night. It seemed to be broom cleaned. Not extremely clean, but clean enough. The floors AND ceilings were slanted making everything feel a bit fun house. I get old. But sometimes you need to do updates to make it comfortable. There was grime in the gaps between where the floor and walls met. the beds were like rocks and the sitting area dark and uncomfortable.

All of this I could chalk up to it being and old inn and you get what you get, but their policy is why I decided to write this review. We had a medical emergency in the family soon after arriving. I immediately contacted the "front desk" number to inform them that we would need to leave the next morning before 11am. I had pre paid for my stay. They informed me that I was out of luck for the remaining two nights Id paid for. The inn was not sold out so they could not resell the room I guess? Apparently this is their policy.

People have had to leave hotels early before. Good businesses know that its worth refunding for unused nights as its simply put - a service not used. Its just bad business. They did not turn anyone away for that room as I checked online and the place still had many rooms open. They simply took over $800 from me for nights I did not use. Its unconscionable. I've reported to BBB but SHOCKINGLY they are not members.

My advice, stay at one of the MANY other local inns that are nicer and more respectable. This was a heartbreaking loss of money to a poorly...

Along with another couple, my husband and I reserved a suite for Sept 19th and the 20th @ a cost of $ 408.00 total for the 2 nights. We booked the suite, with the understanding it was 2 bedrooms, one with 2 twin beds and one with queen size bed. When we were taken to the room the first thing we saw was that the 2 twin beds was actually a twin bed and trundle that pulled out. Not ideal but okay. we then went into the Queen size room. It was very nice, but the problem arose when we realized that in order to use the bathroom you had to pass thru the queen bedroom.

Being as we were 2 couples, this was not acceptable. We wnt downstairs immediately to try and find a remedy. The only solution we were offered was to book another room at a cost of $ 380.00 per room. We asked if there was any way they could help us with the cost, it was about twice what were expecting. The answer was NO. I asked if we could cancel, the answer was no unless we paid $ 204.00. We had no choice but to stay. Not even a dinner or drink offered.

I do not beleive this was a SUITE. It was 2 attached bedrooms. There was no sitting area, nothing but the beds.

I then checked out on Sunday and left my BRAND new, relatively expensive pillow. I called at 8:00 am Monday morning and talked to receptionist, describing the pillow and the pillow case. She went and found the pillow, told me she had it in her hands, and would mail it to me. I told her she had my charge card number so I was more than happy to pay.

Two weeks later, no pillow, Called and talke to Manager Diane and was told she did not know where it was. She asked for pictures so i took pics of the plastic bag the pillow came in and pics of my husbands pillow. I sent the email with pics.

Waited 1 week, called and emailed again, no response

Waited another week, emailed Diane again, still no response.

It has been 5 WEEKS! I guess they got their Money, and coustomer relationionship

is...

What an exquisite location in this charming New England inn. Please note if you’re looking for a very modern place with a giant television in the room and the typical mini-bar experience, this is not the place. This is an elegant well-appointed older inn.||My only regret is that we arrived so late, after midnight, that we did not have the opportunity to experience all the charms of the inn and the acclaimed Tavern that all the reviews rave about. ||When we arrived, they had our keys waiting for us at the front desk in an envelope. We tiptoed upstairs and fell into bed. The bed was comfortable and the room had a feel of staying in a guestroom in a friend’s well-appointed yet cozy home. The rug on the floor was beautiful, the velvet curtains shading the windows were elegant, the furniture was sweet. There were lots of pillows of various thicknesses, which was great, because I travel with my own pillow, because most pillows do not meet my needs. But they had some fluffy and some firm. It was a good selection!||The coffee in the lobby is wonderful with a great tea selection as well. The tea is not an afterthought, but instead offers quite a few high-quality choices, along with honey sticks! Plus free cookies throughout the day.||As I noted, the location is excellent, and we were able to walk to the local restaurants and cafés. The common area is in the end are cute as well, with places to sit and places to play games.||Here is my big tip!!|Please note that it does take a long time for the water to heat up in the bathroom! They had a sign about that, but unfortunately I discovered it too late. I was worried that I was running the water too long, and just as it was starting to get hot, I stepped out of the shower for fear of using too much of their water. And then I saw the sign after I dried off! Please allow about 10 to 15 minutes for the water to really heat up.||When we are back in the area, we would definitely...