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“Poor Customer Service”
Review of Kelley House

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Kelley House
Ranked #8 of 10 Edgartown B&B and Inns
Albany, New York
1 review
“Poor Customer Service”
Reviewed 30 July 2014

Our room was acceptable, if not entirely clean. But when we contacted the hotel afterwards -- several times -- about unauthorized charges on our credit card they were entirely unresponsive. We will never stay there again.

  • Stayed June 2014, travelled with family
    • Location
    • Rooms
    • Service
Helpful?
Thank KarenJ42
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Clark_Guinn, General Manager at Kelley House, responded to this review, 8 August 2014
It is our goal to practice good telephone etiquette by answering the phone by the third ring. Please accept my sincere apologies for the difficulty you experienced getting through to the hotel.

Please contact my assistant, Lynn Marble at 508-356-2102 to assist you with resolving the charges made to your credit card and if you would provide her with the date(s) and phone number dialed, she can investigate the issue with the lack of phone support you experienced.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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288 reviews from our community

Traveller rating
    119
    93
    44
    24
    8
See reviews for
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (79)
Date | Rating
  • English first
  • French first
  • Any
English first
Cleveland, Ohio
Level Contributor
12 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 24 July 2014 via mobile

Lovely old hotel with modern amenities. Location was fabulous. Service was on top of it. Bed and linens were a little slice of heaven. The room was big and airy and more importantly quiet. Breakfast at their Resturant was excellent. My first time for "popovers"

  • Stayed July 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Christie P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Greensboro, NC
Level Contributor
42 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 13 July 2014

We went there when our other hotel had no room for us on 7/4 during Hurricane Arthur. The staff worked very hard when the power went out. I am not sure why they didn't have a functioning generator, but we rolled with the punches. The hotel is old and quaint, but it is in fantastic spot. We even stayed an extra night in order to take full advantage of Edgartown (parade and fireworks). The chocolate chip cookies and milk at 7:00 are a great touch....

Room Tip: Ever watch Jaws? This hotel (and in fact our room) are prominently displayed throughout the movie...
See more room tips
  • Stayed July 2014, travelled with family
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Eric P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Level Contributor
6 reviews
Reviewed 3 July 2014

The staff here is simply amazing, along with the whole hotel, it is adjacent to The Newes Restaurant that serves a great clam chowder. I travel all over the US and this by far has been my favorite place I have stayed in.

  • Stayed July 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Osksavjac
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
San Francisco, California
Level Contributor
79 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
Reviewed 3 July 2014 via mobile

Our family of two parents and two teens really enjoyed our stay at the Kelley House. The staff was very attentive and helpful, ready with suggestions if things to do and places to eat. Morning coffee and muffins or popovers in the lobby, and afternoon fresh baked cookies and lemonade really hit the spot. Lots of fresh towels, damask linens, plenty of pillows as you'd expect from a nice inn. Bathroom showed some wear, but overall a great stay.

  • Stayed July 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Lee M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Winchester, MA
Level Contributor
18 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed 28 June 2014

If I were to do it again, and if there were space, I would have paid a little more and stayed at the Harborview or Hob Knob instead. The lobby was recently refurbished and was beautiful, but the rooms, hallways, were very dated, especially the bathroom. The exterior was again beautiful at the front door, but parking in the back not too welcoming, no signs. We ended up snaking through the employee entrance b/c the pool entrance was locked. Liked the coffee set up in the a.m. and the tea/lemonade and snacks in the afternoon. Not really worth the money but if you need the downtown location not bad. I've stayed at the Harborside Inn a few years ago which was comparable but has a better view, location and pool. Also, little bummed that they wouldn't apply a gift card from a prior stay cancellation b/c we booked through travelocity. Seemed like a simple book keeping entry and it was the reason we planned to stay there. Disappointed two managers couldn't figure that one out. Last but not least, when we checked out, I think the pool boy was on duty (at check out time 11:30 a.m.) Good thing we didn't have any charges or any issues. He didn't have a clue what to do. We just gave him our keys.

  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank elkins84
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Lytham St Anne's, United Kingdom
Level Contributor
251 reviews
92 hotel reviews
common_n_hotel_reviews_1bd8 116 helpful votes
Reviewed 23 June 2014 via mobile

From our arrival at what should have been (for the price) one of our most luxurious stays on our New England tour things weren't quite right. We arrived a little before check in time (4pm) and we're told we'd been given an upgrade to a suite that was ready for us... And then after some confusion we were told they couldn't locate the key card. 20 mins later the card was located... Went to the pleasant 2 roomed suite but had to go up and round a pub to access it - on reflection it may have been better to stay with our appointed booking as we felt totally cut off and felt as if we were in an apartment.No directory was provided so we had no idea of what was available/ how things worked eg with check out/ the pool/ happy hours etc etc (ironically TA was our main source of info). When I rang to ask I was asked 'what do you want to know?'..This establishment needs to think about customer service. The rooms were not clean, a dirty sock under the table, dust on ledges, backs of doors, stained carpet, bleach splattered valance etc. No dressing gowns, bottled water etc as you'd expect to find in such an establishment. Blinds with no black out woke us very early. We were very disappointed.

Stayed June 2014, travelled as a couple
Helpful?
1 Thank HelenLytham
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Kelley House

Property: Kelley House
Address: 23 Kelly St, Edgartown, Martha's Vineyard, MA 02539-8162
Phone Number:
Region: United States > Massachusetts > Martha's Vineyard > Edgartown
Amenities:
Bar / Lounge Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Suites Swimming Pool
Hotel Style:
Ranked #8 of 10 B&Bs / Inns in Edgartown
Price Range (Based on Average Rates): ££
Hotel Class:3 star — Kelley House 3*
Number of rooms: 54
Reservation Options:
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Also Known As:
Kelley House Hotel Edgartown
Kelley House Edgartown, MA - Martha's Vineyard

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