1 STAR -- TERRIBLE CUSTOMER SERVICE, ZERO ACCOUNTABILITY, AND COMPLETE DISREGARD FOR PAYING GUESTS…read more
Our stay at Sailor Jack's in Lincoln City, Oregon, was incredibly disappointing, but what made this experience truly unacceptable was the way management handled our legitimate complaint.
We stayed Wednesday night and were jolted awake around 1:15-1:30 a.m. by a television blasting from the room below us. My husband then endured hours of banging and pounding that continued into the early morning. What should have been a peaceful, relaxing night turned into a miserable experience.
I attempted to contact the hotel around 1:30 a.m., but there was no way to reach anyone or even leave a message. The only instruction was to call 311 for emergencies. A disruptive guest is a hotel management issue, and there should be a reasonable way to report it without having to involve emergency services.
The following morning, I reported everything to the front desk. I also brought up another concern: a posted notice threatened a $50 cleaning fee if guests failed to start the dishwasher, yet there were already dishes left inside from someone else. Thankfully, I photographed them so we wouldn't be held responsible.
The front desk employee assured me that the owner would contact me to discuss possible compensation for the inconvenience. That call never came. I had to follow up myself, leave another message, and wait for someone to finally return my call.
During that conversation, management acknowledged that ANOTHER guest had complained about the disturbance and that police had actually responded to the situation. In other words, this was not some minor inconvenience or an exaggerated complaint. It was serious enough that law enforcement became involved.
Despite acknowledging these facts, management refused any compensation whatsoever. Even more appalling, when I explained why I felt our complaint was justified, I was told I was being "unkind" and "not fair."
Let that sink in. We paid for accommodations, were awakened in the middle of the night, endured hours of disturbances, had no reasonable way to reach hotel staff, and then were criticized for expecting management to take responsibility.
I fully understand that hotels cannot control every guest's behavior. What they CAN control is how they respond when something goes wrong. A sincere apology, some accountability, or even a modest gesture of goodwill would have gone a long way. Instead, we received defensiveness, dismissiveness, and a complete refusal to make things right.
Apparently, at Sailor Jack's, paying customers are expected to tolerate a ruined night's sleep, while management considers it unfair for those customers to complain.
I would strongly caution anyone considering staying here. If everything goes perfectly, perhaps you'll have a pleasant stay. But if something goes wrong, based on our experience, don't expect management to care or stand behind the experience they're selling.
We will not return, and I absolutely would not recommend this property.
