Response to the owner: Your response to our concerns explains a great deal about your approach to customer service and attention to detail. Did you even bother to read the text of our concern?
First, we did not say we āwanted a full refund or we would write a bad review.ā We simply told your staff that we wanted to speak with you before we posted our review. We thought you deserved the opportunity to hear our concern directly and respond to us accordingly. Unfortuntaely, that conversation never took place because you clearly didnāt care enough about an unhappy customer to pick up the phone.
Second, if you had read our comments, youād know that we had no concerns about the AC. Our issue was no heat when the outside temperature was in the 30s.
Third, because of residual heat in the room, we did not become uncomfortable until after midnight. No information regarding who to contact at that time of night was ever presented to us. In light of the fact that your on-site staff person ended her shift early in the evening, you should have made your number available to your guests ā a practice common to most B&Bs.
Fourth, your response did not address the explanation from your staff that all of the second-floor mini-splits need to be set to heat simultaneously before any single unit will provide heat. As she explained it, if one unit fails to be switched to heat, none will provide heat. This idiosyncrasy of your system clearly requires your staff to coordinate all of the remotes before they end their shift on nights when cold weather is forecast.
Fifth, further evidence of your failure to read our comments is your perplexing statement that we complimented you on an āamazing breakfast.ā Our comments made no reference to your breakfast whatsoever. The breakfast was adequate but far from amazing.
Iām certain that future guests will have a pleasant experience at Herlong Mansion as long as all goes smoothly, but you have made it exceedingly clear that if they encounter any problems, you will be an absent, inattentive, oblivious owner.
Original Review:
For us, the most important characteristic of lodgings is a good nightās sleep, which we could NOT get at the Herlong Mansion. When the temperature dipped into the 30s during the night, the remote in our room would not switch from air conditioning to heat. We were so cold, we had to fold our blankets in half to increase warmth. We still shivered throughout the night.
The nice young woman who checked us out the next day explained that the mini-split HVAC units in the upstairs rooms are linked. This means all the remotes have to be on either air conditioning or heat at the same time. Later, it can be changed, but initially they all have to be on the same system. Amanda, who checked us in, apparantly had not been trained to set the upstairs remotes properly.
The next morning, I spoke with guests from three other upstairs rooms, and none had heat during the night. One woman shared that she woke up cold during the night. Two other two couples stated their room was cold, but both were visiting from Scandinavia and were accustomed to sleeping cold.
The nice young woman who checked us out said she would ask the owner to call us about our request for consideration on our bill. Itās been nearly a week, and we havenāt heard from him.
Herlong Mansion is nicely decorated, the beds are comfortable and the staff is friendly and helpful, but we were very unhappy with their poor handling of this problem. We have found B&Bs to offer much more efficient and responsive customer service when the owner is on-site. Next time we visit Micanopyās charming shops and good restaurants, weāll stay in...
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