J P.
Yelp
I stayed at 76 Main for the first time ever this past weekend. This was also our first trip to Nantucket. I had booked this hotel back in June, well in advance, as I knew the holiday weekend would be busy. In terms of location, appearance and cleanliness this would be a 5 star. However, the management of the hotel has major issues with regard to customer service and I give it a 1.
We arrived around 7:20 pm and there was no one at the front desk. We had to walk around to find someone to check us in. Once we found someone, he immediately proceeded to answer his personal cell phone prior to helping us. He then began the check in process and answered his personal cell phone TWO MORE TIMES during our check in. He then tells us we are in Room #2. Our reservation was for Room #7 and I showed him the print out. He then tries to tell us that #2 is indeed #7 and that the "website is wrong". This was a pretty big deal as #7 was upstairs, #2 was on the first floor which we did not want.
Room #2 (or is it #7??), while very nice, is in the most horrible location in the entire building. You are at the bottom of the stairs, sandwiched between the kitchen and the check in desk. When the door is opened anyone coming in the front door of the hotel can see right into your room. The hardwood floors creak, and you can hear every conversation happening at the front desk and people walking by. It has one window which looks out on the main walkway to the back cottage rooms. If you hope to enjoy a "romantic" weekend, do not stay in this room as you have zero privacy. We were extremely displeased with the room and asked to be moved. The attendant couldn't help us with this and proceeded to call the manager.
The manager comes over and tells us he can't move us because he doesn't have any other Deluxe Queens available. We said we'd be willing to take any room, even a smaller one, in order get off the first floor. He said they were fully booked and nothing could be done. I then asked if everyone else had already checked in. They had not, but he still refused to give us a different room. At no time were the words uttered "what can we do to make your stay better?" My husband inquired about giving us some money off the room, which I note was over $200 per night. He said he had to talk first to his co-manager. He consulted with her and again, they refused to do anything. This is the first time I have ever experienced a hotel that was unwilling to do something - move the room, take some money off, send up a bottle of wine, something. Horrible customer service and I told the manager we would not be back. He didn't seem to care, and why would he? They make money hand over fist in the summer season and were still doing pretty well off season.
This is also supposed to be a bed and breakfast. Breakfast is all cold - cereals, yogurt, etc. We ate there the first morning and then the second morning went out for a real breakfast which unfortunately was insanely expensive as it is Nantucket.
The outdoor mixer bar is nice, but we were under the impression that it was staffed. They simply put out some plastic glasses and sodas and you have to find the ice, etc. and fend for yourself.
In addition to posting this review, we will also be contacting Lark Hotels, the corporate owner of the hotel to make them aware of the terrible customer service being offered at this property.
As a side note (not the property's fault) the church bells next door peal out SIXTY (yes that's 60) times every morning at 7am with the exception of Sundays. Its a tradition dating back to when the bells were to signal people in town that it was time to get up.