Spring House Hotel — Hotel in New Shoreham

For anyone thinking about staying here, be warned. Ask up front if there is an event and don not stay here if the hotel is hosting one. Below please find the follow up which I sent to the General Manager. He did not even respond:||Mr. Houseman-||As someone who runs a business I am always appreciative of feedback from my customers. ||I stayed at your Springhouse main property from Thursday thru Sunday this past weekend. We had three rooms as my wife and I were hosting my grown children and their spouses for the long weekend.||We had stayed at your "Inn" property previously and I was enthusiastic to stay in the main property this trip.||1) Reservations folks were fabulous...we had a date change post the original booking and they were extremely helpful and accomodating.||2) Front desk folks were warm, helpful and professional||3) Meals and wait staff were great||4) Closure of the entire property for most of Saturday afternoon and all evening was very disappointing. We had no advance communication of this closure and one of the reasons which we booked the main property was to be able to enjoy the outside lawn, bar and restaurants. During that long length of time we were not even allowed to egress or ingress via the main entrance.||From my perspective this should have been clearly communicated prior to booking so that I could make an informed decision whether this was acceptable to me and my family. I would also suggest that a discounted offer should have been presented as part of the option when booking. To not have done so leaves me with the feeling that the property elected to make additional revenue via the wedding while degrading the experience of other full paying guests. Not having use of the facilities without proper advanced notice honestly feels like a bait and switch.||In turn, the next morning I asked the front desk for a late check out on one of the three rooms. I was promptly told "no" by the elderly gentleman with a not so pleasant attitude. I conveyed to him that given the situation from the previous day's lack of ability to utilize the facilities (especially without advance notice) that I would appreciate some accomodation. He told me that I had been given notice in the confirmation email. He then asked me what time I was requesting. Although I realized that it would probably be difficult, I requested 3:30. He said that would absolutely not be possible, but that he would get back to me with another possible time. He never did!||I subsequently reviewed the confirmation email and note the content below:||Screen Shot 2025-08-18 at 12.04.05 PM.png|I readily admit that I did not read this when it was sent, but still feel strongly that the wedding closure should have been conveyed prior to booking. Secondly, this does note convey the truth...that in addition to the dining facilities...all of the bars, porches and outside lawn area, which we so enjoy, would be closed.||Thankfully we were able to enjoy the facilities on Thursday and Friday. If we were only staying Saturday night we would be even more disappointed than we already are.||While you may not agree with our perspective, I know that I would appreciate a customer of my business caring enough to provide...

Here is the email which I sent to the General Manager...not response:

Mr. Houseman-

As someone who runs a business I am always appreciative of feedback from my customers.

I stayed at your Springhouse main property from Thursday thru Sunday this past weekend. We had three rooms as my wife and I were hosting my grown children and their spouses for the long weekend.

We had stayed at your "Inn" property previously and I was enthusiastic to stay in the main property this trip.

1. Reservations folks were fabulous...we had a date change post the original booking and they were extremely helpful and accomodating.

2. Front desk folks were warm, helpful and professional

3. Meals and wait staff were great

4. Closure of the entire property for most of Saturday afternoon and all evening was very disappointing. We had no advance communication of this closure and one of the reasons which we booked the main property was to be able to enjoy the outside lawn, bar and restaurants. During that long length of time we were not even allowed to egress or ingress via the main entrance.

From my perspective this should have been clearly communicated prior to booking so that I could make an informed decision whether this was acceptable to me and my family. I would also suggest that a discounted offer should have been presented as part of the option when booking. To not have done so leaves me with the feeling that the property elected to make additional revenue via the wedding while degrading the experience of other full paying guests. Not having use of the facilities without proper advanced notice honestly feels like a bait and switch.

In turn, the next morning I asked the front desk for a late check out on one of the three rooms. I was promptly told "no" by the elderly gentleman with a not so pleasant attitude. I conveyed to him that given the situation from the previous day's lack of ability to utilize the facilities (especially without advance notice) that I would appreciate some accomodation. He told me that I had been given notice in the confirmation email. He then asked me what time I was requesting. Although I realized that it would probably be difficult, I requested 3:30. He said that would absolutely not be possible, but that he would get back to me with another possible time. He never did!

I subsequently reviewed the confirmation email and note the content below:

Screen Shot 2025-08-18 at 12.04.05 PM.png I readily admit that I did not read this when it was sent, but still feel strongly that the wedding closure should have been conveyed prior to booking. Secondly, this does note convey the truth...that in addition to the dining facilities...all of the bars, porches and outside lawn area, which we so enjoy, would be closed.

Thankfully we were able to enjoy the facilities on Thursday and Friday. If we were only staying Saturday night we would be even more disappointed than we already are.

While you may not agree with our perspective, I know that I would appreciate a customer of my business caring enough to provide...

Even during all this Covid stuff the staff here was able to pull off an amazing wedding!!!! The staff during the wedding was fast, courteous and very understanding and all worked very hard. I understand what it is like to wear a mask for hours on end every day. So I would gladly give them a 5 star review, but honestly the score of this review will come from the hotel. We took the am ferry and attempted to check in which we knew it was very early but the reason for getting there early and notifying the front desk is we are in the bridal party and we have a dress rehearsal that day at 5 pm. Then we went to have lunch at 12:30 with the family. During that lunch everyone else in the bridal party received their room keys and all checked in. After lunch I went back to the front and again explained I have a party of 4 that need to get ready for 5pm. It would be great if my two kids could also get a nap and my wife practice the ceremony. She mentioned they will text or call me and said maybe the kids can sleep in my dad’s room. Ok great we did that. Once that was done still no room ready so we walked down to get ice cream. At this point we are walking back again calling and the front desk lady if getting rude on the phone. If my sister was not the one getting married words would have been said. By the time we walked back we called again and asked for Kevin who of course left already for the day but amazingly the room is ready in 5 mins. We check in officially at 3:20 to get ready for a 5 pm dress rehearsal. Now the condition of the room is as if the room never received any care since it was built in the 1800s. The gap on the floor to the door was big enough to slide a full pizza through it and could see and hear people walking by. The phone was over 50 years old and absolutely useless. All the dressers are the quality of something my mother in law would pick up at a garage sale and by the way she is over 65. During our two night stay I had to kill two bugs in the room and saw nice spider webs in the corner while walking up the stairs. The shower head was dirty and desperately need CLR which called the head to dispense 1 stream of water instead of multiple. Lastly the toilet had no power or flushing ability even plan toilet paper would get stuck so any number 2s had to be done somewhere else in the hotel. Overall for what we paid per night for this room had to be one of the most expensive nights and probably one of the crappiest hotel rooms my family has experienced. The walls are so thin I could hear both people walking above us and the singing in the bar during the evening. I would NEVER EVER recommend any one stay at this hotel. It is a disgrace to Block Island and Keven should be embarrassed of the quality and certain staff. I will make sure tell all my RI, MA and CT friends about this experience....