Response from the owner - 2 years ago
The Mill House Inn is a small Boutique Luxury Hotel with a Resident Manager and Innkeepers residing on property. A General Manager, Front Desk Staff, Housekeeping and Maintenance personnel are also on property 18 hours a day. We take our Brand of Hamptons Hospitality very seriously; the MHI Team takes great pride in delivering exceptional guest services and outstanding accommodations. <><>
Our guest to staff ratio is often one to one, assuring prompt service and exceptional attention to detail. We believe that our check-in procedures are equally important; we explain in detail hotel amenities, services offered and how everything works! Our staff cares, they care about every detail of a guest’s stay, from the moment the reservation is taken to well after the guest has returned safely home. <><>
Even with constant maintenance, systems may fail and it is important to have a contingency plan. When this guest checked in the HVAC system was being repaired and the suite was already being cooled with brand new ultra quiet portable AC units. When management was alerted that the suite was too cold we explained that the auto-temp setting might be more appropriate than being continuously set on High. When we explained the AC settings the guest was satisfied. We do understand the allure of Ceiling Fans, AC and Fireplaces being used simultaneously, though they may conflict at times. We were there to relight the fireplace as needed and adjusted the pilot light - hoping the guest would enjoy a cozy fire on a warm summer evening!
<><>Unfortunately the guest was locked out of their room once. The new electronic lock was checked several times and found to be in proper working order. We explained that the door needed to be completely closed for the lock to function properly. Staff did explain that we would immediately respond to a call any time day or night, fortunately there was no further incident.
<><>Overall, the interaction we had with the guest was very positive. At no time during the stay did the guest voice any discontent with their accommodations or afford the Inn and its management the opportunity to try and make their stay more comfortable; a chance all of us would have valued. After receiving a chargeback inquiry from the credit card company three months after the departure date listing these complaints, we offered the guest a free night on us for a future stay. We hope he will take us up on this offer and experience our hospitality at its best.