Potomac Adventure manages/owns several VRBOs in the Harper's Ferry region. While we might have reviewed the 1799 Inn where we stayed (one of their properties) it's more relevant to review them and their customer service. I almost never write a negative review but prefer to reach out to management. We made the best effort in that regard, but given the response, I have decided to share our experience. I will share the communication with the owners that was sent after we checked out.
"Our first visit to Harper's Ferry was memorable. The best part of our stay was seeing old friends from Virginia and California. The location was very convenient to meet an old high school friend at Harper's Ferry Brewing and other friends came from Rockville to have lunch with us on Sunday at Snallygaster's. We dined at Rabbit Hole (our least favorite though the service was outstanding), Country Cafe, Kelly Farm Kitchen, and Battle Grounds Bakery. We also stopped in at Bolivar Bread Bakery where we purchased coffee for our room, pepperoni pretzel rolls and a loaf of bread to share with our family in Virginia. Many great stories to tell. It was nice to be able to walk to a few of the locations despite my hip disability and the free parking was certainly a bonus.
Most of my professional career (and my husband's) has been in the tourism and hospitality industry. Hotels, restaurants, Mike was an innkeeper for more than 20 years, and I have spent more than 30 years traveling and writing about destinations. So, we have some experience. All that being said, Mike and I wanted to let you know that the 1799 Inn and the Ohio Suite did not meet our expectations. We don't know how long you've owned this property, but it looks like it's in need of a facelift.
The staircase - clearly not part of the original house - should be replaced. I don't know what the building code is, but we tripped more than one. Very uneasy going up and down even for Mike who is quite active. There were cobwebs and dead bugs all over the main entrance. Also, cobwebs in our room. When we arrived and had trouble opening the door to our room - the keypad would not light-up for us to see - I called you and the phone went to voicemail. Fortunately, we finally figured it out and were able to get in.
The baseboards in the bathroom are visibly dirty and in general the shower and sink looked as if they could use a more thorough cleaning perhaps with some chlorine-free bleach spray. The bed frame rails were also dusty. The rug in the bedroom should be replaced - worn and seems dirty. If you close the bathroom door, the rug blocks the door when you try to exit so we kept rolling it over to keep it out of the way. We took two wine glasses off the shelf and they were absolutely filthy - perhaps they hadn't been used in a long time and two of the white bowls which we took down for snacks, they were also dirty. There are photos attached of the wine glasses and some other issues mentioned above.
The cyclists who arrived Saturday night remarked that there was no tea, coffee, or creamers in their room. We gave them the rest of our coffee pods, tea, sugar and creamers for which they were very thankful. We let the housekeeper know when we saw her on Sunday.
We left the Ohio Suite clean and tidy before we departed on Sunday. And some updated visitor information publications that we picked up at the Jefferson County Welcome Center on the coffee table.
I am not someone who ever writes a bad review on any social media platform. I will always let someone know either by email or phone. We hope you will take all of this as it is intended and that is to say your cleaning staff needs to do better. "
The owner's email response included no apology. No, "we're sorry" this was your experience. She went on to say, " After researching the area and taking into consideration the type of guests most likely to stay downtown across from the noisy train station, the investors decided to create a budget friendly experience. (You were actually in the only suite with nice furniture). " So completely ignored our concerns even after we provided images to validate our points. We spoke by phone shortly after and I'm sorry to say I lost my temper. The owner deflected everything, was very disrespectful and then accused me of the same. Again, there was never any apology even though she claimed she had done so. Why hadn't I called to ask for someone to come and clean upon arrival?
It was already late when we arrived and we didn't realize the problems until the next day. Regardless, the unit should have been throughly cleaned before.
This all could have been easily resolved. We didn't ask for any money refunded - even though we paid a $45 cleaning fee and the unit was clearly less than clean. A simple apology was all we needed.
There were some other issues, but time and space will not allow for me to go on here. We'll stay elsewhere if we ever get back to Harper's Ferry. read more