Heritage House Inn on Cape Cod, an Ascend Collection Hotel

1/10 – The emost appalling treatment I have ever experienced at a hotel

I travel extensively internationally and have stayed in countless hotels around the world. I am also an American Express Centurion Card Member. I can say without hesitation that I have never been treated with such disrespect, hostility and complete lack of basic hospitality by a hotel manager.

My family and I arrived after an exhausting 12-hour international flight followed by a five-hour drive. We were traveling with my fully trained service dog, who was understandably exhausted as well.

We briefly left him resting in our hotel room. After approximately 45 minutes, the front desk called and informed me that he had been barking and that we had to leave the hotel.

I immediately returned and was back at the hotel approximately 10 minutes later.

I did not argue. I apologized. I explained the circumstances. I explained our 17-hour journey. I respectfully asked the manager for understanding and assured him that the dog would remain with me and that there would be no further disturbance.

None of it mattered to him.

By the time I returned, the alleged disturbance was over, the dog was under my direct control, I had apologized, and I was offering an immediate solution.

Nevertheless, the manager showed what I experienced as an astonishing lack of empathy, judgment and professionalism. His manner toward me and my family was dismissive, confrontational and unnecessarily hostile. He appeared completely uninterested in resolving the situation. It felt as though enforcing his authority had become more important than actually solving the problem.

And then came the part I find particularly outrageous:

He ordered my entire family out of the hotel – and the hotel still charged us for the room we were no longer allowed to use.

Think about that before booking here.

After a 12-hour flight and five-hour drive, a family traveling with a service dog was ordered to pack up and leave.

Breakfast

Breakfast could have had French toast or pancakes

As stated above, the only issue was that the building we were in was older and did not have an elevator. If I had not had a medical issue, the stairs would have been okay, however, I am 77 years old.

Nulla

The lighting in the rooms wasn’t very good, especially in the bathroom around the mirror. The metal piece inside the door that one can engage for added security from inside the room would somehow engage when one would leave the room.

Kitchen built in the closet.