The Mariner Resort Motel — Hotel in Ogunquit

My husband and I stay in Ogunquit every year for vacation, this year we went for our anniversary weekend. We wanted to try the Mariner. We checked in, we were supposed to have a double queen room. We got to our room and, though it was clean, the beds WERE NOT queen sized mattresses. Yes, the bed frames were queen sized. But the mattresses were not. I went to speak with the manager about this. I asked if they had any other rooms because we did not get what I paid for. He basically told me I was full of it, that he himself purchased those mattresses and I could see the receipt, if I didn't believe him. He told me he could move me for 1 night but after that we would be back in the same room.... I didn't want to argue with him (we have an actual queen sized mattress at home) I asked him, if they didn't have the correct accommodations, would he be willing to refund us so we can go stay elsewhere and actually get what I paid for. He said, I'm not refunding you because you think we don't have queen sized beds. I said well I will figure something out and advised him I was extremely disappointed with the entire situation. My husband went in shortly after I did, advised the manager that the size of the mattresses were not those of a queen, they were more like a full or double. He said sir, I'm not sure of the size of a queen sized mattress off the top of my head, my husband said to him, you can Google it, it's 60x80. Would you be willing to come to the room and measure it with me. The manager said nope, he would not go with us to look at the mattress (because as he told me, he bought them so he knows they are queen sized) and that if the two of us were going to " be a problem" that we can just pack our room and leave, that he would give us a full refund. Oh and that we were banned for life from ever staying at any of the other locations he had. First off, what makes you think we would EVER even want to stay at ANY of your locations, And second, maybe next time just go with your customers to check it out. Side note-- We had the same thing happen once before at another hotel, that owner was more than happy to come look at the mattress (which she also bought herself) and we showed her that her frame is Queen sized but that the mattress was shorter. She was more than apologetic and willing to work with us. If I could give zero stars I would have. They don't even deserve the one it makes you give. Very poor customer service and...

We made a reservation for July 27 - July 28, 2021... online. We had requested the second floor. We were advised that there was only a first floor, Room # 108 available. When we arrived later that evening the front desk stated that they gave Room 108 to another guest and assigned us Room 219. We are disabled and did not know there were so many steps in order to get to Room # 219. We asked if they had a first floor available but was told they were booked. Later that evening of July 27th, we could detect cigarette smoke coming into our room. My significant other exited our room door to find that the guests in the room right beside us, Room # 218 were smoking on the balcony right beside our room. Hotel rules, “No smoking on balconies.” My significant other called the after hours hotel number @ 11:53 PM. He stated the aforementioned.He was advised that he would be calling the guests in Room 218, as there is to be no smoking on the balcony. The next morning, we could detect cigarette smoke again. My significant other once again called the after hour hotel number @ 7:23 AM, July 28th. No one answered the phone and it rang for 5-6 times. To note, we both have allergies and asthma/COPD. This exposure had exacerbated both conditions. The next issue that was discovered was the air conditioner. It was blowing air that smelled like MOLD. We could not operate it and luckily we had a box fan that we used. This also exacerbated our allergies, asthma and COPD. The next morning, when checking out at the front desk, we told the female front desk attendant with dark brown, shoulder length hair and glasses the aforementioned. All she could say was, “I am sorry.” We stated, We did not pay $238.71 to smell cigarette odors coming into our room and a “moldy” smelling a/c unit that was blowing “mold” air into our room.

We had previous stayed at this hotel before and never had such a “poor” experience. Under the circumstances of what took place, the guests should have received a “full refund” of their hotel expense as paid for this one night stay. It was not even offered. This is “poor” business practices and reflects poorly...

If I could leave 0 stars I would. My friends and I booked this hotel for one night. We are all 19, turning 20 soon. When we arrived we were told we cannot stay because we are not 21. No where on the website or during the booking process did it say this. Nick, the very rude man at the front desk had said it was on the website and it was evident on there - putting the blame on us. I sat there in the motel and searched through the policy section of the website, there was nothing about having to be 21. His excuse for this was “maybe it was recently updated and might not be there anymore” to me this means it should not be a valid reason to refuse us the service of staying in the hotel. We had no reason to believe we wouldn’t be able to stay at this motel. We had absolutely nowhere else to stay and were hours away from home. Nick was extremely rude and hostile, and not to mention when we came in he was talking on the phone and took a little to acknowledge us. The nicest thing Nick did was refund us. Which was the least he could do. However he was still very rude to one of my friends mothers, who called only to understand why we couldn’t stay if it wasn’t on the website, and hung up on her unprompted. I just checked the website and of course now they updated this to their policy section. However in my opinion since it wasn’t there when we booked or arrived, we should’ve been able to stay. Overall the people who run this motel were rude and unreasonably refused us service. If I were you I would not stay here. There are many other beautiful places to stay in Ogunquit that are much closer to the town and beach, etc. better options out there with nicer workers, better hospitality and better location...