The Cornell Inn, Lenox & The Berkshires — Hotel in Lenox

EDITED to address the Inn's response, below, and to fit Google's character limit. Neither my wife nor I were "extremely angry" while speaking with the Inn employee. As described below, we did ask for a larger refund (we were offered $150 on a bill of $864, which is not 20%) and that request was denied. We declined help finding a new hotel because, as we told the Inn employee, we could do that ourselves and she acknowledged her inability to secure a particular booking for us, especially given the very tight time frame we were left with. By characterizing me/us as "extremely angry," the Inn attempts to minimize its own behavior in this interaction and depict me as an unreliable narrator so this review will be taken less seriously. This description of events is undercut, however, by the Inn's persisting in offering to have us stay there (despite my being "extremely angry") and not disputing in any way the limited time they gave us to change our plans.

ORIGINAL REVIEW: My wife and I cancelled our stay at the Cornell Inn after learning a few hours before check-in that our room wouldn’t be available. Inn staff offered us a vastly inferior room and an inadequate refund. The Inn's ownership was utterly unsympathetic to our situation. I don't doubt that many guests have had a great experience at this Inn. However, this interaction unfortunately illustrates the management's true regard (or lack thereof) for its patrons. We won't consider bringing our business here in the future and other prospective guests should be forewarned.

We booked a weekend stay in the 'Cleopatra Suite' (roughly 500 sq ft, including a kitchenette) to celebrate our Babymoon several weeks before our planned travel. My wife is due with our first baby about one month from now and we informed the Inn of the occasion. At about noon on the day of our check-in (with check-in set for 3 pm), my wife received a voicemail from an Inn employee advising that our suite had been damaged by a previous guest's misuse of the fireplace such that we wouldn't be able to stay there. Instead, there was one room still available (I later verified this room had a 168 Sq ft bedroom and small bathroom and, when booked online, costs significantly less than the suite we'd booked). The employee warned in the message that they would only hold the room for us until 1:30 pm and the Inn would compensate us $150 for the change.

We called the Inn back as quickly as possible and explained we didn't think $150 amounted to fair compensation for the drastic downgrade, particularly because of the last-minute change and our having already purchased groceries for the advertised kitchenette. We suggested the Inn compensate us significantly more, offer us a free night, or otherwise appropriately address the clear reduction in room quality.

The employee we spoke to (Jean) was very understanding, apologetic, and polite and advised she would consult the Inn owner about additional compensation. Unfortunately, Jean called back and advised the owner would not revise his initial offer. We decided to cancel our reservation as we felt disregarded and that management sought to take advantage of our predicament.

To be clear: we fully appreciate the Inn, its staff, and ownership were thrust into a very difficult position through the previous guest's negligence. Nonetheless, its response to such circumstances speaks poorly of its approach to clientele. The Inn's ownership made a "take-it-or-leave-it" proposition, likely anticipating we wouldn't change our plans on such a tight timeline or they'd just rent out the smaller room to someone else at the higher price they sought from us. Moreover, despite the damage to the Cleopatra Suite having been caused the previous evening, we were never advised of it until a few hours before our scheduled check-in such that we were left with even less flexibility. Based on other reviews, our experience was likely a rare one but the potential for this type of outcome exists here because of management’s deficient understanding of...

In a word, disappointing.

We chose the Cornell Inn to celebrate our anniversary because it stood out among the many options in Lenox. The glowing reviews and beautiful photos promised a charming, upscale stay. Unfortunately, reality fell far short of expectations.

When we arrived, our first impression was of a rather shabby-looking building in need of renovation. We soon learned this was the Carriage House, home to the Doreen Suite, the room we'd reserved. The online photos of the suite looked lovely, so we tried to set aside our doubts. But upon entering, we were surprised by how different the room appeared in person: much darker and drabber. We even wondered whether we’d gone to the wrong room.

The suite itself is split across two levels, with the bedroom and bathroom in the former attic space, a detail not mentioned in the listing. The small details also disappointed: dirty window sills, an old and noisy AC unit, and the tiniest bathroom we’ve ever seen; it was barely big enough for one person. The shower door seal was peeling, the sink was loose, and, bafflingly, there was no mirror for drying hair, despite plenty of obvious spots where one could have been placed. The bathroom mirror is at chest height due to the sloping ceiling.

At checkout, we offered feedback to the receptionist. Rather than receiving our suggestions constructively, she brushed them off, saying the missing mirror was simply “the designer’s choice.” Another couple checking out at the same time complained about being kept awake by mice in the ceiling. The receptionist’s response, “It’s an old building. Mice like to get in there. It is what it is.” She did offer to “Have a look”. Perhaps she thought a withering stare might scare off the mice? This attitude toward guest concerns was disappointing, to say the least.

When you choose a historic inn, you expect both charm and a certain level of quality, along with attentive hospitality. The Cornell Inn has the potential to be delightful, but right now neglect and a laissez-faire attitude seem to prevail. For those considering a stay in Lenox, we’d suggest looking at the many other inns and B&Bs in town that actually deliver on both atmosphere and...

Quaint and charming. We stayed in the Maddi Mia room, which was adorable. It was meticulously revamped and decorated for a modern feel in a old building. In the main house, they make the environment feel welcome to hang out in by having board games, blankets, and drinks. They offer a nightly complimentary cognac if that’s your thing. They also offered a complimentary egg nog. I’m not a fan of either so didn’t take advantage of those offerings, and you’re not able to exchange for a different type of drink. They also offer a complimentary bottle of wine when you check in. For this one, they did let us pick white, red, or cider. It was a very hospitable way to welcome us!

They offer complimentary breakfast as part of the stay, which is nice. The only thing is there are not too many options, and the portions are on the smaller side. I didn’t end up leaving the dining room completely full either morning we ate there, and the limited options were a little hard for me, but it’s still a nice offering. I think I would have preferred to at least be able to order something simple like two eggs made to order verses the pre-set options.

Staff members were always friendly.

The shower was a tiny square. I’m a small person and still didn’t have much room to move around.

I was a little disappointed in the fireplace too. We specifically picked a room with a fireplace, but you are required to keep both the metal gate and the glass windows completely closed when you use it, so you’re only getting the visual experience, and not able to experience the sounds of the crackling fireplace or the warmth from it.

Overall not a bad place to stay at all. There were just a few things that I think could boost the experience to the top. I think it’s worth staying here, especially if the complimentary drinks and breakfast are...