My husband and I stayed for 5 days in the Great Diamond Suite over valentines day for our wedding anniversary. The room itself was very nice, big space, refrigerator included and a lovely view of the bay from the 2nd floor connecting porch though there were power lines in the way (not much you can do there though).
Now, I have worked in hospitality as a housekeeper and front desk attendant in the past. I understand that not all inns offer room service, however there was no mention of us not receiving any, and so I suppose we expected it. When cleaning rooms, I had always taken into account how many days a guest will be staying, and would stock amenities such as shampoo and conditioner appropriately. We were only provided one set of soap, and shampoo/conditioner each. Minor detail but still bothersome.
Upon checking in we were, at first, unable to find the code to enter the building. We were only able to figure out how to access our room by talking to the housekeeper. At that, we were unaware that our room was coded to the last 4 digits of our phone number. It was a bit of a process to call the inn's staff to sort some of this out. My primary dissatisfaction was that there was no attendant to greet us, or to answer our questions in person. The two women we called were not nearby, one of which was even at a ski mountain. I am not saying that employees do not deserve a vacation of their own, however if an inn is to operate on the weekends, somebody should be knowledgeable and available to attend the the needs of their guests.
At one point we left for the whole day to visit Boston, hoping that, since a housekeeper was staffed, that we may at least get a vacuum, or refills of amenities used. Again, I understand that housekeeping isn't always guaranteed, but we were not told otherwise so we expected service. Well, it turns out that we received no service after all. Apparently the housekeeper does not lock the door leading into where the vacuum and linens are kept, and so I ended up peeking in, grabbing the vacuum and cleaning up my own space. At $145 per night I would have appreciated someone at least come to clean our floor.
This is the off season, I get it, and overall our stay was very enjoyable. My review of the customer service portion of our stay, however, leaves much to be desired. I would certainly stay again, but I hope that the Inn's owners take some of what is said and choose to improve their service in these areas.