I HATE leaving reviews and complaining; however, I blocked a group of rooms and most of the little cottages that The Smithfield Station has to offer for my wedding. I was told that they would contact me a month prior to my wedding to let me know how many rooms were reserved and NEVER received a call. So, I had to contact them myself. Really this didn't bother me, but after my stay, it does now.
Like I said, I blocked rooms for my wedding which was a few months ago. I also reserved one of the cottages for myself and my girls to get ready in for the day of, and also for my husband and I for the wedding night. Now...I understand that the hotel could not allow me to come in early on Saturday to get ready b/c of policy or whatever else, so I reserved the room for Friday night as well as the Saturday night of my wedding. Myself and a few of my bridesmaids stayed in that room Friday night. Now, I know I probably should have asked how many people were allowed to stay in that room, but not once was I asked the question of how many I had staying with me or was I told a limit. So, that day when I checked in, I kindly asked for an extra set of sheets, blankets, and pillows. I received the sheets and blankets while I was checking in and was told I would receive the pillows later on (by the only friendly front desk staff member that works there it seems). I never received these pillows, so that night we (my sister) contacted the front desk to ask about getting a few more pillows. I decided to go ahead and start walking to the front desk while my sister was placing the call. When I got to the front desk I was greeted by one of the rudest people I think could work in a customer service environment. The front desk worker was standing there waiting for me with an OBVIOUS attitude and had ONE blanket in her hand. When I spoke up and explained that we had just called and asked for extra pillows and blankets, she replied very negatively and said, "this is all we have." Excuse me? Was I not staying at a hotel? I thought hotels had EXTRAS for their customers! So, I took the blanket and said thank you and tried to shake off her rude attitude as I am not a person to confront or to complain. As I was walking away she says to me, "exactly how many people are staying in your room?" I explained to her that it was the night before my wedding and a few of my girls were with me. She then gave me a very rude tone and stated, "well if you were going to have that many people stay with you, maybe you should have thought about bringing your own stuff." Um, no. I should not have had to think about that on the night before my wedding, and I should not have been treated with such a NASTY attitude. I was NEVER not once rude to this lady. When I finally got back to my room, I was informed by my sister that the front desk staff had called the room back and had asked again how many people were in the room and again were very rude and nasty.
Not only did I stay here for two nights and give this place 2 nights of business, but I had several out of town guests that booked their cottages and a few of the hotel rooms giving them more business. And later I came to find out that one of my out of town guests had a toilet in their cottage that was not working. They contacted the front desk and was told that it would be fixed; however, no one came to fix it and these guests had to lift the top off of the toilet and flush it that way. How is it that they just paid over $200 for a nights stay and they had to flush their own toilet MANUALLY because no one could fix it. A few other guests also complained that they had very unfriendly service at the front desk.
I LOVE Smithfield, and I really do like The Smithfield Station seeing as I live just outside of Smithfield and have stayed there before for a friends wedding and also eat there often (my bridal luncheon was held here and it was PERFECT). However, after a terrible weekends stay DURING MY wedding weekend, I was turned off. I think The Smithfield Station needs to have a meeting with their staff and explain what customer service is, because it is pretty obvious that some of their staff should not be working in a customer service environment if they think that is the way to treat guests.
- Official Description (provided by the hotel):
- Family owned boutique hotel on the banks of the Pagan River in Downtown, Historic Smithfield. 44 well appointed rooms including a Chesapeake Bay Style Lighthouse you can spend the night in. ... more less
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- Also Known As:
- Smithfield Station Hotel Smithfield