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at the The Wauwinet
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Sep 8th, 2020
Thank you to the staff at Wauwinet especially Amy, the manager for her concerns to make our anniversary trip memorable handling our every concern. Beautiful location with convenient transportation to town to enjoy wonderful dinners. Amazing room 101 ! TRIPADVISOR.COM USER
Drinks on the Lawn - Great views, horrible service
Aug 29th, 2020
Went for drinks on the lawn during sunset. We were excited to get there early enough to get a great spot on the lawn to enjoy drinks for the sunset. Unfortunately, the service made the whole experience very disappointing. Service was rude, unorganized, and extremely understaffed. It took an hour to get our first $20 drink and we could barely get the attention of the staff to get a second drink. We saw multiple other couples struggling with the same thing, and even witnessed an altercation between a couple and the wait staff. They make non-guests of the hotel feel guilty for being there. We originally looked at staying at the Wauwinet for our hotel, and I’m glad we chose another. I will never be staying at the Wauwinet in the future because of this experience. TRIPADVISOR.COM USER
Aug 18th, 2020
We travel often and usually stay at a Relais & Chateaux property or an American Express Fine Hotels property (a lot of the time the two coincide) and have never been disappointed. Our trip to the Wauwinet was no exception. I was very wary given some of the other reviews so I will try to address some of that here. For our friends we booked a room in the main building. Their room was small but adequate. The bathroom did feel a little small to me when I went to see their room. They mentioned that they often saw the staff wiping down doorknobs and banisters and such to deal with COVID. We stayed in one of the cottages and it was a beautifully equipped cottage. During our stay, a few things in our cottage went wrong such as the fireplace not working, and the trip was extremely rainy so we wanted to sit by the fire with our friends and drink champagne. The hotel staff took care of these types of issues fairly quickly. As far as the pre-arrival concierge complaint that someone mentioned in a review, I too saw on the website there was a pre-arrival concierge. I saw the email address and contacted them for dinner reservations and for a Barton & Gray boat cruise. They were responsive and took care of the dinner and brunch reservations at Topper's and the Brant Point Grille, but I was told that they cannot make reservations for the other restaurants on the island because of the restaurants' policies regarding reservations during COVID (I took this to mean that most restaurants require a deposit which is totally understandable). We showed up to check in around 2pm. We were greeted by Abby, a front desk staff member who is just wonderful. She told us she believed one of the rooms was ready but the other wasn't and allowed us to check into our room. We used our AMEX privileges and had late checkout so that wasn't a problem either. I had read online regarding the BMW and asked about it the first day there. I was informed that it's first-come first-serve, but you actually do put your name down on the list for the time you want it. We were able to get it on one of the afternoons so we could drive around the island and explore. The first full day we were there, the bellmen took chairs over to the beach for us as well as towels and water and made sure we had a pleasant day on the beach. We then retired to the lawn where Macarena served us. She did inform us of the policy regarding ordering food and we did that to go along with our drinks. The rest of our trip was filled with similar experiences and while I consider that we are a high maintenance group, Abby, Tiffany, Macarena, Deklan, Jordan, Joe and the rest of the staff really made a difference. I think the devil is in the details. I took care to learn these people's names because they are human beings and they are just trying to do their job in a very difficult environment. We, as travelers, should know that the days of waiting hand and foot over hotel guests is temporarily suspended, and you have to work with the staff to make your own experience. The Barton & Gray boat thing, for example, was a bust. As previously mentioned it was a very rainy and windy trip and the company had to cancel our trip for Saturday. But Abby worked relentlessly to try and get it to happen for us on Sunday (then that day also had to get canceled) and on Monday (which also had to get canceled). Not once did she complain about having to work with them. We rented a jeep to go to the Great Point Lighthouse (a beautiful drive on the beach which requires a 4x4 with slightly deflated tires). The staff overheard us saying that was something we were doing and they offered to help us with the tires. I did see some behavior from guests that was appalling to me during my stay there and perhaps some of the people who have written extremely negative reviews either behaved that way or were just looking for the days of 'yore when personalized butler service was still a thing and we weren't operating in a pandemic. TRIPADVISOR.COM USER
Wauwinet a HUGE disappointment
Aug 13th, 2020
GENERAL MANAGER NEEDS TO LEARN HOW TO RUN A HOTEL: we recently visited the Wauwinet, and are absolutely appalled by the lack of service and attention to detail. The entire staff we interfaced with was lovely, but they were completely overwhelmed and understaffed. 1) we called ahead to ask if we could grab a drink prior to dinner but tie to our dinner reservation because we heard about governor baker’s law, and the person on the phone said it was ok. Not the case when we got here early. 2) we stood by one of the Chez lounge chairs waiting for the chairs to be cleaned and one server said it would take time because there was one server for the whole area, at sunset, and it never got serviced. 3) we arrived at the hostess table for our reservation and when brought to our table, it had not been cleaned (in covid times!!) and the hostess quickly sprayed it for us and wiped it down. We then waited about 15 minutes for our server to arrive with menus and place settings. Super sweet server but clearly running the show single handily. It’s clear that the hotel and restaurant is lacking the management and leadership needed to effectively run a luxury property. Will not be back and will absolutely not recommend to anyone else. Please treat your staff better by providing training and enough support to handle a busy summer night. TRIPADVISOR.COM USER
Not returning until management changes
Aug 8th, 2020
It is easy to see that the Wauwinet Inn is no different from most other organizations, where a deficient management team poisons the customer experience and probably the experience of everyone who has to work there. In the Wauwinet's case, the two primary front desk managers in the hotel are the problem and are responsible for the unhappy, unhelpful "no" culture that permeates the staff when interacting with guests. I have never encountered customer service this poor anywhere else in the world at comparably priced hotels when I've paid $1500/night as I did here on each of my two 3 night stays this summer, once over July 4th and once at the end of July. The property is beautiful, the restaurant is serviceable and some of the junior hotel staff who have not worked there for very long are personable. Additionally, they had adequate precautions and procedures for handling COVID. As for the primary front desk managers, my experience was more or less ruined after dealing with them. A guest should not dread interacting with the hotel staff but that is exactly what happened for me during both of my stays. Their tact is to say no to even simple requests like a later check out by 2 hours, which would leave 3 hours for the staff to clean my room before the 4pm check in time. In a property with only 33 rooms (according to their website). Pointing these facts out to very tall maie manager at the front desk, he stared at me dead eyed and repeatedly said no, even going so far as to insult my intelligence with some sort of semantics game about 4pm being the "guaranteed" check in time "although guests may check in earlier". Of course, I personally was refused an earlier check in when I arrived but by the time this unpleasant exchange occurred, I was accustomed to being treated disrespectfully by this particular manager, and his female colleague who worked during the day shift. Sadly that is just one illustration of our experience here and the 3-4 others similar to it were identical in tone, lack of tact by the managers. dismissiveness etc. As per the title of my review and the body of my review above, I would return to the Wauwinet if the management changes because it is a beautiful property in a nice location and has much potential. I hope that these poor management hires are aberrations that are addressed by the time I consider returning. TRIPADVISOR.COM USER
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