We recently booked a 2-night stay at the Bartlett Inn and we very much looking forward to our stay. The owner was very responsive when we booked with him over the phone and explained that our 2 dogs, and my family (my husband, myself, and daughter) would be quite comfortable in Sawyer Cottage. We arrived at about 5:20 (after a day hike, looking forward to a shower and dip in the pool. But within 20-30 minutes of our arrival, we were so disenchanted with the Bartlett Inn, we left. The Inn features were not well-represented by the owner or the Bartlett Inn website. Based on the description, we expected a cottage, not a tiny unit adjoined by several other units in motel fashion. Moreover, although the website indicates that the Inn has the "usual" amenities, this representation is partially accurate (e.g., breakfast, toiletries were included but other standard amenities were not) and the unit at the time of check-in (check-in 4 p.m.) was not a tenable place for our family and 2 dogs to comfortably stay. Below I describe the details of my experience that support these 2 claims.
As we first entered the room, it was hot and smelled of mildew. Our daughter has autism and is very sensitive to smells--she immediately left the room and wouldn't reenter. I closed all the windows and attempted to turn what I thought was air conditioning on. The thermostat unit came off the wall. I then figured if I opened all the windows, we could create a cross breeze, cut the humidity and the smell would dissipate. However, this was not possible as there were no screens on one side of the room. I checked with the front desk to ask if the room was supposed to be air conditioned. The woman at the front desk was surprised that a window unit hadn't yet been put in the room. She then called someone to put a unit in the room.
In an attempt to make the most of our stay, I had my daughter walk to the pool with me thinking that I could help settle her down with the appeal of a swim while the room aired out. Although the pool was clean and landscaping surrounding the pool was nice, there was virtually no seating around the pool. I noticed 2 plastic chairs--the kind you buy at Walmart for about $5 a chair that do not support much weight. Being an overweight woman (women's size 22), I was concerned the chairs would not support my weight.
I then returned to the room to think about how we could make this work. My husband and I decided that once the air conditioning unit was in, the mildew smell would subside and our daughter could stay in the Master bedroom; we would sleep on the twin/trundle bed in the main room. (Our daughter goes to bed 2 hours before we do). However, the main room was so small, when you pulled out the trundle bed, there is virtually no room to walk or space for our dogs to sleep. Moreover, the 3-quarter shower with an opening that is narrower than a standard doorway, was also too small. Being overweight, I was able to enter the shower but could not move around easily or bend down. I also realized that with the door closed, the only air the Master bedroom would get, would be through a small vent high up on the wall. Moreover, the air conditioner would not dehumidify the Master bedroom and reduce the smell. So, I again became concerned that the smell would overwhelm my daughter. We decided to get dinner out instead of making it at the Inn as was our original plan. As my husband and I talked on the drive to dinner, we decided to leave and drove back to the Inn.
Upon return, I gave the key to the front desk woman and asked about the possibility of a refund. She politely indicated that I needed to call the owner. Before calling, I reviewed the Bartlett Inn website to see if perhaps I had overlooked the room size, bathroom etc. There was no indication of room or bathroom size on the Bartlett Inn's website. Sadly, at the time of booking, I trusted the owner when he said this would be a very comfortable place for my family and dogs to stay. I also looked much more carefully at the Inn's reviews on Trip Advisor. Although the Inn has an overall rating of 4.5 (out of 5), I made sure to also consider the lower ratings. Not only did I notice numerous complaints similar to mine (e.g., room not ready on time, musty/mildew smell in room, tiny rooms) which corroborates our experience, the owner politely responded with variations of the reviewer as inaccurate or the reviewer as not particularly intelligent. Moreover, of reviews dating back to May 2018, 50% fall within the poor to terrible rating which suggests that the overall excellent rating of the Bartlett Inn (dating back to 2005) does not reflect what the Inn currently offers its guests and that with the recent ownership, the quality of the services provided by the Bartlett Inn has deteriorated substantially. Even more favorable reviews from repeater guests noted a decline in maintenance and services with the change of ownership. read more