Before deciding to stay at the Terrace Avenue Inn for our 1st anniversary, we researched area B&B's. We have stayed at a few others & wanted to try somewhere new this time. Every review we read was glowing so after we booked the Terrace Suite, my husband & I were excited to get some time away together. Upon arriving, Al greeted us, showed us to our room & gave us the keys...the wrong keys. We had to call him to come back over to the inn & after waiting, he finally figured out that he gave each room the wrong keys. Not that big a deal but not a great start. The jetted tub was dirty & disgusting. We drained it & filled it up 3 times, only to still have a large amount of brown & black particles floating & a thick, nasty film over the water. The next morning, the maid came in to clean our room. She made the bed but did not leave us any more towels. We had 2 towels to begin with & after using the towels twice, we wanted just ONE fresh towel on our last morning there. We went down & asked Al for a towel but they were out. There are only 2 rooms in the inn & with 2 towels given to each room, there is no excuse for not being able to provide 1 extra towel. My mother called the inn on Friday because she wanted to leave us a surprise gift basket. After finally getting ahold of Brenda, she was told to leave the basket on the porch & that Al would come over & take it up to our room. When my husband & I got back to the inn on Friday night, we happened to notice a basket right inside the front door on the floor. Had I not recognized the basket it was in, we wouldn't have looked twice at it. My mother was quite upset that the special gift she left was not handled as she was told it would be. Breakfast was ok. The first morning, Al served us some great chocolate chip scones. However, the second morning, we went down 15 minutes after the designated time, only to find that breakfast had not been started. We decided not to stay to eat. Al thanked us for our stay & apologized that Brenda had not been there. He said that she had been busy decorating their house for Christmas. We were surprised to learn this & disappointed that this seemed to be more important than making sure their guests were properly taken care of. Al was nice & welcoming but seemed absent-minded & unorganized. We have stayed many times at bed & breakfasts, & while minor issues are to be expected anywhere, there is not a single inn that we wouldn’t return to except for this one. Though the room was clean (aside from the tub) & the inn was beautiful, all issues combined did not equal a good experience here. We will not be back & I would not recommend that anyone stay here.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
26 November 2011
Al and I do so regret that your stay with us wasn't everything you anticipated. For all of our guests who arrive - our goal is providing a wonderful, relaxing get-way just for them! I hoped your first anniversary could be the best ever. We appreciate your comments and do receive them well. Al and I hope to improve inn keeping and our inn as much as we possibly can. The enjoyment and happiness of our guests truly is everything to me.
Report response as inappropriate
The Terrace Avenue Inn – really is an Inn. Al and I do not live on site – we live across the street. We provide our guests with a get-away cottage. A large house, full kitchen and privacy to enjoy! Although, this is a quiet respite for some I can see why this was a frustration for your mom and her delivery. She didn’t have my direct number and tried to call the guest cottage. My direct number is posted at the Inn front door, on the room keys, and in the Inn Guest Book. A good solution is that I will see that my number remains on our answering machine message for fun surprises such as hers! Not having the innkeeper living on site – with full privacy and kitchen access does have its perks. But this was not a perk in this case – and I am terribly sorry.
For the room keys confusion: we have decided to remake the brass plates with my direct numbers on them to include the name of each room. This is such a simple solution – and I am sorry for the room key confusion! Typically we do double check to be sure each guest is receiving the correct room key.
The Jacuzzi bathtub is cleaned after every single use – and we do follow the manufacturer’s recommendation for jet cleaning. We use the cleaning solution recommended by the Jacuzzi manufacturer to deep clean the inside of the Jacuzzi jets. We try to keep as many signs up in the Inn as possible – one of which is the sign beside the tub asking all guests to please not use any bath products in the Jacuzzi. Unfortunately, this does happen occasionally and the product film can come out of the jets. We are so terribly sorry and reassure you we will go to any level of maintenance to be assured this will not happen. We are also looking into a new solution to the Jacuzzi jets. Utilizing the Jacuzzi tub as a “soaking tub” only – and with an added amenity of luxurious skin products to be enjoyed!
The towels – I am just so sorry you did not have enough towels. One of the commitments we made January 2011 is to become a more “green” Inn. But, our Inn is for luxury and the preference of each guest is more important than anything else. I have quickly remedied this situation and have a large fluffy pile of extra towels in the Suite bathroom cabinet. I see how our Inn – with us living across the street – and trying to become “greener” – does in fact conflict at times. Al doesn’t maintain the inside of the Inn and didn’t realize the central housekeeping area was fully stocked. We hope our guests will always have plenty of towels and any needed extras easily accessible. Our solution is plenty of extra towels and not having to ask!
Breakfast is not prepared on site – this does ensure a little more privacy and quietness for our guests. We love offering a more casual wake up time for guests to make some tea – relax on the outdoor porch or while watching TV. We bring the breakfast over fully prepared – taking a few minutes to assemble it and have it ready on the table. We have considered setting the breakfast table the night before but this would hinder the availability of the common room to guests. Our common room with tables is enjoyed by guests and groups traveling together. The room can become a game room, snack center or whatever the guests would like. But, this does take us a few minutes to set up breakfast the next morning. Anytime guests need breakfast at a specific time I am so happy to do this. Another good solution is we are preparing an in-room welcome sheet that explains our breakfast routine and gives the opportunity for guests to give me a call if they need a specific breakfast time.
Al did help at the Inn the weekend you stayed with us. I prepared the breakfast and was very involved in everything going on. Al so enjoys meeting and chatting with the guests. I’m so sorry this seemed that I was not there for you. You, your stay, and your anniversary are very important to Al and I – and I thank you for sharing your experience with us.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC