We stayed here for a wedding in Warrenton. Everything was booked so we took a chance on this since the price seemed to be right. We were in the back building and were pleasantly surprised at the size of the room and the appointments. Flat screen TV, decent bed, sheets, etc and it was sufficiently clean although it was clear that the upgrade was more of a surface remake rather than a complete renovation. All good until we came back from our first day and realized that while the maid had cleaned the room, she had taken all of our towels but not replaced them. No towels. None. We needed to shower and go to the wedding so in a bit of a hurry. Called the front desk, the manager - in a bit of a huff, said 'sorry. we have towels up here. you're welcome to come get them." Huh? Sure. Let me get dressed again, walk over to the front desk in the adjacent building and pick up some towels that should have been left here in the first place. A bit annoying but maybe the manager was the only person on staff and couldn't leave the desk. But be a bit more apologetic about it. It was like I was somehow putting him out requesting TOWELS. Not extra towels, mind you. Just f-ing towels. Next day, at about 10:30, we called the front desk to request a late check out - and extra hour - from 11AM to Noon. No can do, we were told. Mind you, there were no cars in the parking lot, we were maybe one of ten parties staying here that weekend and it was sunday so unlikely a huge rush coming in that they needed the room for. I asked when the check-out time was. 11AM. I pointed out that the Nuevo Inn room card on the back of the room door said Check Out was Noon. She ( the manager) said she wasn't sure why that was but the check-out was 11AM, it was stated clearly on the check in form I signed and posted in the Lobby, so therefore, unless we were out by 11:30, we would be charged for another night. No apology. No explanation. Just, that was the rule so that was the rule.
That's fine. And perhaps you can get away with that sort of attitude on the few weekends a year when there are no rooms in Warrenton left. But rest assured that there are other choices at every price point for hotels/motels in Warrenton most of the time. The Nuevo Inn will be a 'last resort' choice when nothing else is available. It will certainly be that for us and "last resort" would have to mean that every hotel in a 25-mile radius was booked - as it was for this wedding. Unlikely. Which, when you boil it all down, means we won't be staying here again. Shame, because it has promise - and was pleasantly surprising in terms of what we expected. But the "take it or leave it" attitude and the basic service failures mean we just won't come back. Good luck, Nuevo. Hope you take this in the right spirit and can get it right. Too much competition out there to not get this stuff right. Staff training, Staff training, Staff training. . . . And don't toss your guests out when the place is clearly empty.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
13 June 2012
I am truly sorry to hear that your stay with us was not a pleasant one.
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The Front Desk clerk you are referring to is no longer with us due to such complaints as yours. I know that you did not speak to me personally as I am not here on the weekends so I do apologize for any inconvenience. Normally there is only one person on duty during the morning at the Front Desk, two people during heavy check-in days. I do not know your dates, but we have been having weekends when we are sold out and it sounds to me that you stayed during such a weekend.
Thank you for your recommendations, I do take it to heart and am very pro-active to improve on all levels of service.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC