Seacastles Resort - The Original Ogunquit Collection — Hotel in Ogunquit

We reserved a room at Seacastles Resort in Ogunquit on 12/7/2012 for 2 nights. We went out after we reserved the room and, upon returning at night, noticed unbearably loud noise coming from the room above. There was no staff at the front desk so we could not speak to anyone. We were not able to sleep in the room. The sound seemed to be mostly running, jumping and screaming above us, along with some plumbing noises. The next morning we notified the “manager”, RICHARD, of the problem and told him we would like to move to a different building, away from the noise. Richard said he would move us if we paid more, since the rooms in another building were more expensive. We declined as we did not have additional money in our budget nor did we think it was acceptable for him to even suggest such a thing given the circumstances. Richard then said he could move us to a room in the same building, but upstairs. We declined because we assumed the noise would still be there. We told Richard we were going to find another hotel and asked for a refund. Richard told us that he would not give us a refund and, furthermore, he would charge us for the next night even if we left. Richard's attitude was such that he “had us”, since we signed for the 2 nights. It appeared as though he could not care less about our ability to use the room that we were paying for. In my opinion, he is absolutely the worst hotel manager I have ever met, and a very nasty thoughtless human being. It was one of the worst experiences of my life. We were made to feel trapped in a horrible situation and forced to “PAY UP” to get out of it. We stay at dozens of hotels each year and have never experienced anything close to this. We expected to be listened to and have someone try to make up for the situation, rather than act so arrogant and make us feel like dirt and try to get more money out of us.

We had no choice but to move to the other room in the same section of the hotel and the noise was not as bad, but still unacceptable and we were not able to sleep. Fortunately we were able to make it home safely, despite the sleep deprivation.

The astonishing fact is that Richard had other rooms available that would have solved the problem, but he would not make any concessions for us. When we explained that we could not possibly stay there he jumped on the fact that he is going to charge us for the room even if we go to another hotel, seemingly so proud in his...

Does the trick! We have a nice timeshare here and they have been updating the rooms annually as we’ve noticed, but oftentimes not always our room. That said, they recently re-did the bathroom… however I have found it difficult sometimes to sleep in their beds. The mattress for the main bed is made of feathers and tends to be overly soft, as weird as that sounds- it has little support but also when you sleep with someone, the bed tends to move at any movement you make. Then the pullout bed has a metal pipe in the middle, so it becomes hard to get a good rest on that one particularly. I wouldn’t count this as a big deal since the rooms are very nice, yet kinda a time capsule (at least some of them are). If that’s not your thing, I’d say that you’d have a hard time finding a place to stay at a reasonable price in the area, and this place just so happens to be a great price, with reasonably large sized rooms (some with kitchens), a pool for the kids. Our room has a deck, and the hotel is on the main road making it easy to commute in town. We’ve stayed in other motels in the area and this one tends to be the best in terms of price (given we have a time share). Furthermore I have to say that the service is VERY accommodating, actually some of the best even compared the nicer hotels in the area! Overall, I love the hotel and it’s definitely one that we have been going to for generations, however I’d love it more if they could change the beds. That said, considering that the bathrooms got renovated in the last year (and they are very nice too) I hold out hope that they will definitely be updating the beds at some point… also the carpets in some of the rooms are being changed to wood, I’ve noticed as well. Ours hasn’t gotten that treatment quite yet but I am pretty sure it’s because they’re fixing the rooms outta season! I love that they also take a lot of this feedback as well, so I hope this helps as well :3 overall, I can’t give it four stars because I mean… I still have a sentimental attachment...

Seacastles

What a beautiful property!! The view from our front window was spectacular (despite the fog and rain, lol)! Our room was clean and very well equipped, even though a little odd to have two forks and about 20 spoons! The shower was amazing... Probably the best I've ever used!! Despite being located along a busy street, it was quiet, and the location felt very safe. The location was also perfect, within walking distance to many lovely shops, and a short drive to even more great places to visit!

The only thing that somewhat soured the experience was the person I checked in with. We were well aware that we were booking at a smoke free property, as most places are these days. It was stressed upon check in, which was totally fine. So we went outside, on the side of the road, figuring we were adequately off property. I had to go back in because I accidentally had the wrong card on file, and had to switch it. The desk clerk told us that it was still not an acceptable place. Ok, fine. I asked if there was somewhere nearby where we could go, and I was told to hide behind the dumpster, because "smoking in public anywhere in Maine is illegal."

What?

Again, I completely understand having a non-smoking property. But being told a blatant lie, which was easily disproven, was just wrong. Just... Why? What was this person hoping to accomplish with this? It was bewildering. It made us feel unwelcome, despite the fact that we were more than willing to follow a clearly stated hotel policy. Smoking is bad. I get it. But did this person think we would suddenly quit smoking because of this "law" they invented?

Overall, it was a wonderful stay, with just that one very strange interaction. We would definitely stay again, as everything besides this very strange conversation...