TL;DR: Glasbern Inn forced us to downgrade to their smallest room on New Year's Eve, did not offer us any accommodations until we repeatedly asked, and charged us more than the invoice given when we checked out. And the Executive Innkeeper avoided us for 5 days. We most definitely do not recommend this inn.
Here's the whole story. Sorry for the novella.
We booked through Expedia and paid them in full prior to arriving at Glasbern Inn. Upon our arrival, we were told that the last night of our four-night stay was downgraded because they were "overbooked."
First, we booked through Expedia over a month ago. I can only assume that they knew of this situation prior to our arrival and therefore could have and should have given us a heads up notice. And if it was a last-minute overbooking, why were were the ones forced to move? Because we got a good deal through Expedia? If that was the case, a courtesy call would have been nice.
Second, this was for our New Year's Eve weekend. We planned this small getaway and planned around being in the Packhouse Suite for New Year's Eve, the exact night that the Glasbern Inn told us was overbooked and we would have to be relocated in a standard room. Sure, we got to spend three nights in the Packhouse Suite with a fireplace and a hot tub in the room, but we expected to be there for all four nights, ESPECIALLY for New Year's Eve.
Finally, the innkeeper that booked us in (Antonio) was not apologetic at all. He made it seem like he was doing us a favor by downgrading us to a standard room and forcing us out of the suite that we booked over a month ago. I understand that he probably wasn't responsible for the overbooking and he was just following procedures, but he was short with us and kept shutting any of our comments and questions down, informing us to talk with Expedia about the mix-up.
So we called Expedia. After about 45 minutes on the phone with them (and them confirming our reports with Glasbern Inn), they told us we would be refunded for our last night. Good, but not great. Expedia also gave us a $100 credit to use during our next hotel booking. I understand that this was not Expedia's fault and was actually very happy with their customer service throughout this situation. We were told by Expedia and Antonio to speak with Beth, the Executive Innkeeper, who was only in from 7am - 3pm.
Because of all of this chaos during the first night, we missed our dinner reservations and had to find somewhere else to eat. It was a major inconvenience and left a sour taste in our mouths as we arrived there during our first night.
Next day, we ate breakfast there, which was complimentary and made-to-order. We enjoyed the scones, eggs, and various breakfast meats. Breakfast was good, but not great. We then asked to talk to Beth (Executive Innkeeper), but instead talked with Tyler, the Operations Manager. Tyler was already aware of our situation and was very apologetic and kind. He confirmed that our last night would be refunded and also gave us our NYE dinner on the house. Very good, but not great. This was still very inconvenient for us to check out on Monday, move all of our stuff, check into our downgraded room, and move our belongings into the new room. But we tried to make the best of our trip and not let this ruin our mood and our celebration of the new year.
Now the kicker to the story. As we were checking out, we were given the bill. The innkeeper told us our "remaining balance," which we immediately disputed since we paid in full through Expedia. She checked with her supervisor and came back out to assure us that we did not have to pay Glasbern Inn anything else. That's good. The balance that our invoice said was $583.23 for four nights. We called Expedia to confirm that we would be refunded the amount remaining, but they claimed that the number didn't match up with their calculations. Expedia contacted Beth (Executive Innkeeper) and after 15 minutes of waiting on the phone, confirmed that we would be charged the greater amount (about $650), not the amount provided on our invoice.
Oh, I forgot to mention that when we checked out, we received a $100 gift certificate to the Glasbern Inn. We already gave that certificate away because there is no way we are coming back to this extremely incompetent establishment. I cannot recommend the Glasbern Inn to anyone. We aren't surprised by the many negative reviews.
Lastly, we must warn any upcoming guests that there was a rodent in our room (Packhouse Suite). We witnessed a mouse run through our room, and later that night when we dove into the snacks we had (a bag of Doritos) the bottom of the bag was chewed open. So in a way, we were happy to move away from the suite and into a standard room. Still, all guests should be warned before booking at the Glasbern Inn. read more