Mill House Inn — Hotel in Town of East Hampton

I scheduled to have an engagement weekend here. I had to cancel due to personal issues that were rather serious. Their cancellation policy is completely ridiculous for the prices they have. I dealt with it and moved on, although their website was not specific at all about the cancellation policy and they admitted to me in an email that the website was confusing but there was nothing they could do about it. Hmm, sounds really unfair to me. I wrote them back explaining how I felt they were being extremely and unfair, but they didn't care how I felt at all. So, they ended up booking the room ANYWAY, the one I had booked, but yet, I still did not get my money back, because they said the entire place had to be booked out. Are you kidding me? Wow. I thought this was completely ridiculous, so you got my money, then someone else's too. So they offered to hold my deposit for a future date, with of course limitations and how they would be super willing to work with me. I emailed them recently, and when I asked for a favor, for some help on my actual wedding day, THEY NEVER RESPONDED AND NEVER CARED. I would not have done a bad review if they didn't disrespect me and never respond, I've been patient with them, but now at this point, I am extremely upset. It's a shame, because if they had just cancelled my money the first time, and gave it back to me, they would have had me and my entire family stay there for my wedding like I planned, but instead I'm going somewhere else, this place is rude, and money hungry. I don't need to have been there or know the staff personally to know that I was not treated properly or accommodated. No I have never been there, but don't reply to my comment like you did to others, saying I have no say on your place because I didn't come, well I would've but you never even gave me the chance to get there. RUDE. You have nothing to say. Period. You're in the wrong, I bet my email is still sitting there being ignored. My services will be with your competition, and my entire family will be staying elsewhere now. :) As someone who grew up with a business owner, I know that you always accommodate your customers, so that in the future, they will come back, and not tell their friends how horrible their experience was with your business.

Good business owners, read a negative comment, and instead of being defensive, apologize and ask how they can make it better, after reading their responses to others that were upset with their services, I'm even more disappointed with their...

I recently had the dis-pleasure of speaking with J from the Mill House Inn team. I needed to cancel our reservation due to a work event & a sick animal. The pet was going to be coming with us for our stay, but as he has been very sick we had decided against that being safe for the hotel and for our pet. I understood there was going to be a fee charged for our cancellation, which was outside of 60 days. But I wasn't expecting double the amount, and certainly didn't expect to be charged taxes and fees twice. When I commented on this, I was told that the fees & taxes double charge "wasn't an error" however someone chose the wrong field when selecting things in the cancellation policy. To me, this sounds exactly like an error.

I imagine that plenty of prior customers have been double charged and didn't reach out, as they expected the hotel to be doing the right things by the customer. If I didn't look through my cancellation receipt with a fine toothed comb, I would never have uncovered this. I also had to go through the extra steps of making a new booking to even discover that the taxes & fees were included in my first booking made, as it wasn't clear in the e-mail received from the hotel.

I have no issues regarding a cancellation policy. However when I finally was able to get a call back, which was 4 days after my initial reaching out, I was treated so poorly it was alarming. I was spoken down to over the course of both phone calls, and also outright told speaking to me was a "complete waste of time". I was scolded and put down in other ways, that did not reflect the level of service I would expect from a hotel of this price point.

During the phone call I was informed I could use my refund on a future stay. After the way I was spoken to and treated on the phone, I can't fathom a situation in which I would ever choose to stay at this hotel. Based on the way I was spoken to - I also can't imagine why they would even try to have me stay there. I was treated as though I was a true nuisance to his day, and not remotely as though I was a customer of the hotel. I would absolutely never be able to recommend this hotel to anyone, based off the "customer service" I received, if you can even...

We visited at the end of Aug’24 for a 3-night stay after 6 days in New York City for US Open Tennis. We made the booking (indirectly through an agent) following a recommendation by a friend who stayed there around 10 years ago.||On arrival we were greeted by Dawn (who claimed to be a ‘one woman show’). Initial impressions were of quirkiness and a touch of eccentricity, nothing negative. ||After being shown our room, we could see the overall accommodation looked tired and a bit run down - doors sticking, décor and carpets generally a bit shabby.|A brief summary.||• Breakfast needed to be booked in advance and quite prescriptively as kitchen could not handle changes on the day. (If you think you might want toast then you need to order the evening before)|• No tea/coffee in the rooms. This could be made for you at certain times by the host/kitchen staff if anyone was available.|• Rooms were not serviced daily.|• TV sport stations for watching tennis timed out half- way through our stay. ‘Contract has expired for re-negotiation’.|• The place was soul-less which made me think occupancy was low (Labour day, high point of summer ?) and any guests did not want to hang out there long. The car park had a ‘tumble-weed'’ feel about it.|• We discovered our room rate at the end as we had booked the package with a sports specialist agent for the Tennis at Flushing Meadow,. Whilst this is down to our tardiness the room charge was easily double what we have paid anywhere in the world……..and we have stayed in a number of 4/5 star hotels in big cities.|||On reflection, staff were generally willing to help and, in most cases, trying their best. The key issue is down to business ownership which we understand has been seen difficulties in recent years and hammered by Covid. The business is now cash cowing, and charging exorbitant room rates to stay afloat. The Mill House needs serious investment and a re-appraisal of how a Guest House...