Ogunquit Hotel & Suites, Ogunquit Resort Collection — Hotel in Ogunquit

We stayed at Ogunquit Hotel & Suites last summer for 3 nights and had a less than stellar experience (our toilet backed up, flooded our bathroom, and soaked our belongings as well as had bed bugs), so we were offered a free night if we were willing to give them another chance. We decided to give it another shot, so we went back this weekend for 2 nights and took advantage of the compensated night. What a huge mistake! This hotel is now under new management and not only did we have the exact same issues with the toilet not flushing and backflowing AGAIN as well as the bathtub being very slow to drain, but the new management is EXTREMELY rude and unprofessional! We had our dogs with us as this place is clearly labeled on both their website as being a dog friendly hotel. We had our dogs there with us last year as well and had zero issues.

Last night, when we returned to the hotel after going out for dinner and were ready to crash for the night, our key cards for our room were not working, so we could not get in. My boyfriend went to the front desk to find out what was going on and the manager was EXTREMELY rude. He informed my boyfriend that the suite we were in was NOT pet friendly and that we needed to pay $35 per night per dog. It was not mentioned ANYWHERE on their website that only certain rooms are pet friendly, and we even stayed in the exact same type of suite a year ago with our dogs (the luxury king suite with a jacuzzi and fireplace). We also were never informed of the $35 per dog per night fee. Had we known this, we definitely would have stayed elsewhere! My boyfriend remained very calm and professional throughout this interaction; however, the manager started raising his voice and accused us of "not doing our due diligence" by reading up on their new policies as they had changed since last year. My boyfriend suggested that he simply move us to a pet friendly room if it was that big of an issue, but the manager said that he didn't have any available as they were all booked. Finally, after literally arguing with my boyfriend, he reactivated our keys so that we could get back into our room.

About 30-45 minutes later, I got a text from my bank asking if me if I had authorized a $280 charge from Ogunquit Hotel & Suites, so I immediately replied "no." As a result, the bank denied the charge (we had already paid in full at the time of check in). The manager then started blowing up both my phone as well as my boyfriend's phone with calls and started calling our room phone repeatedly. It got so bad that we finally had to take it off the hook so we could have some peace and quiet. Then, he started banging on our door for about an hour. We were already in bed and were just about to fall asleep, so we did NOT answer. We needed to be up and on the road early, so we were quite infuriated that our sleep was being disrupted by endless unnecessary phone calls and banging on our door throughout the night. It was actually nearing the point of harassment.

Upon waking up this morning, I had 4 or 5 more texts from my bank that Ogunquit Hotel & Suites had attempted to charge my card for various amounts several more times, but the bank blocked the charges. Upon returning home, I got yet another text from the bank saying that they had attempted to run the card again!

Based on our experience (both last year and this weekend), the obvious plumbing issues at this hotel, and the blatant lack of professionalism and rudeness of management, I would avoid staying here at all costs! There are many other lodging accommodations in and around Ogunquit, who I am sure treat their customers SIGNIFICANTLY better! Plus, for what they charge, you should have a...

I know there are some good reviews here, but our experience was unbelievably poor. We had two rooms - one was fine, but the other - a ground floor with jacuzzi tub in the room - was riddled with issues, the main one being the absolutely unbearable smell of mildew that only got worse over time, likely due to the rug and water. We thought airing the room would help but it didn't. We didn't request a room change as we were leaving the next day. During the time the refrigerator stopped working so we had to move all our food to the other room. The TV was also constantly on the fritz and turning off with a "no connection" error message.

The refrigerator got fixed the next day (they entered our room apparently, without contacting us first, and didn't bother to inform us it was done, either) and the TV temporarily fixed (it stopped working again that night) and I can get over those things, but my main complaint here is the UNBELIEVABLY poor, poor customer service and business practice coming out of this place. When the manager was in our room looking at the TV and i mentioned the smell - which by the look on his face I could tell he smelled, too - he offered to have someone come spray it, but that smell is WAY beyond a spray fixing it. I mentioned I thought he should consider giving us some kind of discount at this point (as most reputable hotels that value repeat customers would do) and he literally just stood there and looked at me and said nothing. No "of course, no problem, we'll see what we can do for you" - nothing. I have no problem paying for a room, as long as it's comfortable and liveable, and this was not. Having to deal with all these issues within a short 2 day stay made our time there not as relaxing as it should have been. Even $50 at this point out of goodwill would have been acceptable.

The front desk clerk had the same vacant stare when I mentioned our issues checking out. She said the manager would call me - he never did. I had to call myself and he told me the owner said there would be no discount. I expressed how disappointing that was and he actually started to argue with me and said there was a customer in the room right now who wasn't complaining, and would I like to talk to them?....Are you kidding me? I was appalled at that response, implying that I was making up these issues. The attitude I received was just incredibly hostile and poor business practice.

He ended the call saying he would speak to the owner again, but of course, my money was already pocketed. Be aware - you will sign off on the rate when you check in, and this is why. They are only interested in your money. They are not in the business of hospitality. I walked away unsatisfied, and will not return....

You know how in Schitt’s Creek their business model was to buy out old motels and fix them up, selling an exciting boutique experience? Clearly the new owners of this place tried to do so and failed miserably; they need their Johnny Rose and Stevie Budd.

While I understand that a website is designed to sell a product, theirs is WAY off base - makes the place look like a beautiful, modern fancy hotel. In fact, it is a dumpy old motel with a few coats of paint and a complete lack of concern for cleanliness or safety.

Upon checking it a half hour after check-in time, I was told the room was not yet ready. There was no welcome beverage as advertised on the website, nor did we see “AM/PM refreshments” as advertised. Having requested a pet-friendly room, we were relegated to one with next to no amenities - nothing more than the basics and a dorm fridge. The phone jack was pulled out of the wall and dangling. The floors felt damp and made our feet and socks dirty. We were able to get into the room about an hour after check-in time, and it was still not clean. It reeked of mold/mildew, the bathtub floor still had dirt in it, and the bathmat from the previous tenants was still wet and on the floor. I called the front desk and the very nice woman they sent to clean it spoke no English (no judgment; just a statement of fact) and it was difficult to communicate what the problem was (I had assumed the front desk staff had told her but she didn't seem to know why she was sent). She showed up with a dry rag (no cleaning solution) and new bathmat. I tried my best explaining and she did eventually use the dry rag to wipe down the tub and replaced the mat. The floor of the tub felt like a trough - with a sunken center and raised sides. I basically had to stand heel-to-toe to not lose my balance. The toilet barely flushed and you had to press the button several times in several different ways (quick, hold it down, etc.) for it to work.

The pet area of the property is disgusting and, quite frankly, not safe. It is a small strip of grass behind the building leading to an overflowing dumpster and what appears to be housing for the staff. Broken glass and other trash were all around. The property on busy route one so walking up and down the street instead can be risky.

The “Snack Shop” they advertised was pathetic - small bags of Doritos and Lay’s potato chips, and regular size Snickers bars as well as a freezer for novelties. There is coffee in the morning and a microwave, which was helpful considering our room had neither. The “Business Center” is one computer to use at the front desk.

If and when I return to Ogunquit, I will be sure to stay...