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“poor customer service”
Review of The Wauwinet

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The Wauwinet
Ranked #10 of 14 Hotels in Nantucket
Certificate of Excellence
gonzogypsy@comcast.net
Level Contributor
6 reviews
common_n_hotel_reviews_1bd8 14 helpful votes
“poor customer service”
Reviewed 10 August 2012

I have taken the complimentary boat from the White Elephant to the Wauwinet several times for lunch in the past everything was perfect. This week while trying to take visiting relatives over we had the worst experience. I called a day in advance asked for a reservation for 4 and asked what time we needed to be at the boat launch. Was told 10:45 , which is when we arrived , boarded and then we were asked to leave because our reservation had been messed up. It was for lunch but no boat ride to get us there. The women taking the reservation made a mistake but they did nothing to fix it. I will never go there again. Very disappointing.

  • Stayed August 2012, travelled with family
    • Value
    • Service
Helpful?
6 Thank gonzogypsy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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221 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (44)
Date | Rating
  • English first
  • French first
  • German first
  • Any
English first
Greenwich, CT
Level Contributor
14 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 116 helpful votes
Reviewed 28 July 2012

Under no circumstances should you consider staying at Wauwinet. We cannot even begin to describe our horrific four day experience that included a room with deck that smelled mildewy, a bathroom that under no circumstances could fit more than one person and was old and room service that was horrific. This inn is run by part-time college students who are unfriendly from the time you check in to the time you leave.

We both had spa treatments. The salt scrub left a five inch strip of my back bleeding and raw. They gave us a $250 refund and a robe but two weeks later my back still hurts and hasn't fully healed. Beyond that, when we kindly asked to leave--having been obliged to pay for all days fully in advance--they ignored us despite our continued inquiries. We decided to stay it out but then suffered from room service snafus--they complained that we were ordering from old menues in the room yet never replaced them--and no table to accommodate the food. They actually served the entrees to us on the bed, on the gorgeous Pratesi sheets, the one redeeming positive in our room.

Honestly, do not stay here. The folks at White Elephant told us Wauwinet is past its prime and, boy, is that the truth. Every single game we tried to use had missing pieces or dust in them. Just a joke all the way around. And, morning continental breakfast is limited to just enough coffee that they have prepared. You are out of luck if you come at 8:55 a.m.

Get this: the fitness center consists of two rusty pieces of equipment, circa 1960 in an 8 foot by 8 foot cabin that you have to find in the woods.

We are still reeling from this huge loss of money and sad experience. Go to White Elephant, not this rattletrap.

  • Stayed July 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
14 Thank Mary J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
wauwinetmanager, General Manager at The Wauwinet, responded to this review, 29 July 2012
Thank you for sending in your feedback on your recent stay on Nantucket. I have to say that I was very disappointed to hear that you did not enjoy your visit to Nantucket and The Wauwinet in particular. By the sound of your replies, it seems that we missed the mark on several aspects of your visit including the overall experience clearly not our intentions. We do pride ourselves in service and giving. We will not make up excuses but we do hope to recover if you let us make it up to you! I work hard to make sure you get the best possible hospitality experience. Customer feedback fuels my efforts to improve our services. Feel free to send me a message at elandt@niresorts.com

Eric Landt
General Manager
The Wauwinet Inn & TOPPER’S
120 Wauwinet Road
P.O. Box 2580
Nantucket Island, MA 02584
Tel: 508-228-0145
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Boston
Level Contributor
28 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed 23 July 2012

It all started with a call to my home two weeks before check-in to try to arrange shuttle service from the docks, restaurant reservations, spa treatments, etc. When we arrived in Nantucket the shuttle service was waiting for us. We arrived at the hotel early (1 pm) and our room was not ready (would have liked to check in early, but it was clearly before 4 pm). They took our luggage and we took the free shuttle to downtown to check thing out. When we got back our room was ready and we were directed the a room right next to the main lobby. My wife and I both thought that this would be awful, figuring it would be too noisy and busy. We were wrong. We did not hear a peep and had a nice, covered patio to use that faced the bay side. The accomodations were updated and nice. Overall, the staff was incredibly friendly and helpful and called us by name almost immediately. The resort was always clean and extremely quiet, which provided us with an incredibly relaxing vacation. We spent time on both the bay and Atlantic side. Staff was willing to provide us with towels, set up chairs and umbrellas and even take a drink/food order (bay side only). We did use the spa and the staff there were professional and we enjoyed their services. This went from a "this looks like an interesting place" vacation, to a "we should come back every year" vacation very quickly.

I have to say that there were minor issues (no one is perfect for everyone), so as not to seem too biased, here are our only complaints:
- welcome chocolates were old
- shower is small and open in the back (not good if you like to have a nice steamy shower)

Yeah, that was it for complaints (really low-level complaints).

Thanks for such a great vacation.

  • Stayed July 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Niko137
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Needham, MA
Level Contributor
74 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 52 helpful votes
Reviewed 17 July 2012

We just returned from 5 days at The Wauwinet. We loved it. We took our 12 year old son knowing that there would not be many children there. In fact there seemed to be only one other family with kids. But we were looking for a spot that would be both quiet and comfortable and this turned out to be perfect.

I can't say enough about the staff. Everyone was friendly and helpful. Their whole purpose seemed to be to make everybody who stays there as comfortable and happy as possible. I can't remember a hotel where I saw the general manager clear dirty dishes, but Eric didn't blink and cleared ours when he saw my wife about to do so.

The location between the bay and ocean was perfect. The bay view was beautiful. But the ocean beach was fantastic. It was so quiet. Only other guest and local homeowners. Other activities we took advantage of were the clay tennis courts and the bicycles. It was a relatively easy bike ride to Sconset. And who doesn't like hot buttered popcorn which is provided upon request for movie watching. The hourly rides provided into town make a car unnecessary.

I have to admit not everything was perfect. But there was nothing that took enough away to not rate this property five stars. There were many problems with the TV and the remotes. Countless staff, including multiple engineers kept trying to get everything working, but never did. But they sure did try. It turns out many other guests commented to us that they had similar difficulty with the tv/dvd players. I feel they need to start from scratch and probably need to replace every one with a different system. There were also not enough beach chairs but they had already ordered more when they realized there were not enough. Also, they have fairly flimsy umbrellas that cannot withstand any wind. I think it would a good investment for them to make to buy some heavier duty umbrellas. Finally, the treadmill in the mini gym died in the middle of my workout.

Overall we had a wonderful vacation and look forward to returning to The Wauwinet!

  • Stayed July 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank EvanBG
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Boston, Massachusetts
Level Contributor
51 reviews
29 hotel reviews
common_n_hotel_reviews_1bd8 36 helpful votes
Reviewed 9 July 2012

We just returned from four nights at the Wauwinet. We had beautiful weather. The beaches of Nantucket are fabulous, and the private east facing oceanside beach at the Wauwinet is particularly nice and very convenient. The service was impeccable-Jordana and Sarah at the front desk attended to our every request, and Craig and Jen Hudson at Toppers were very sensitive to our unique dietary needs. It is a wonderful place to spend a special occasion.

  • Stayed July 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Rebecca60745
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jupiter, Florida, United States
Level Contributor
17 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 7 July 2012

We stayed at the Wauwinet in October 2010, and when we decided to get married, the Wauwinet was the only choice for us. The concierge made sure our evenings and day time activities were just what we wanted. The hotel staff kept our room lovely, set us up with bicycles and a picnic, and just made us feel very special. The bartenders were really friendly and informative - great recommendations on places to visit. We plan to go back - hopefully for our first honeymoon!

  • Stayed June 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank James S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rotonda West, Florida
1 review
Reviewed 4 July 2012

The most wonderful experience. Exceptional accommodations surrounded by beauty. The manager and staff were so attentive, gracious, friendly and helpful. Our every expectation was exceeded from the moment we arrived to the fine cuisine and enriching excursions. Highly recommend The Wauwinet for an experience to remember. We will cherish the unforgettable memories.

Jan Morris,
Donna Walens
June 2012

  • Stayed June 2012, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank jan m
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about The Wauwinet

Property: The Wauwinet
Address: 120 Wauwinet Rd, P.O. Box 2580, Nantucket, MA 02554-4213
Phone Number:
Region: United States > Massachusetts > Nantucket
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Wheelchair access
Hotel Style:
#4 Spa Hotel in Nantucket
#6 Luxury Hotel in Nantucket
Price Range (Based on Average Rates): ££££
Hotel Class:4.5 star — The Wauwinet 4.5*
Number of rooms: 33
Official Description (provided by the hotel):
THE WAUWINET is situated in between the Atlantic Ocean and Nantucket Bay, The Wauwinet is the island's only Relais & Châteaux hotel. An adults-only escape, it is the stuff of storybook romance. Its grounds are beautifully landscaped, with unmatched views and access to two beaches - one on the ocean and one on the bay. The 33-room inn is a study in luxe comfort, from Pratesi linens to antique furnishings and private sundecks. TOPPER'S, its New American cuisine restaurant, is consistently ranked one of the top in New England. A continual recipient of Wine Spectator's "Grand Award," the restaurant features over 1,400 American and international wine vintages. Guests who want a casual open-air lunch can linger on TOPPER's Deck before ambling out to the beach for sunbathing, a little fishing, or a boat trip. The relaxing and effective menu of treatments features therapies using locally-sourced ingredients. ... more   less 
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Also Known As:
The Wauwinet Hotel Nantucket
Wauwinet Hotel Nantucket
Wauwinet Nantucket

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