Wayne B.
Yelp
I've been staying at the Curly Redwood lodge for about 10 years. Every time I visit Crescent City, this is where I stay, and I tell all my friends about it. It has exactly what I look for in a place, lots of character, while being clean and comfortable. Therefore, it saddens me to have to share this.
The last time we stayed here, it started out well enough. The person at the desk was kind and courteous. I really liked him. We settled in and had an enjoyable evening. At some point, my partner noticed that the sheets had come untucked from the mattress. She proceeded to tuck them in, and accidentally spilled her red wine. She tried to clean it up as best she could.
The next morning, we left the room cleaning sign out and went about our day. When we got back that evening, there was a fan blowing air on the carpet to dry it. The carpet had been cleaned and the sheets and matress protector on the bed had been replaced. The bathroom had been shodilly cleaned and nothing replaced though.
About an hour later, there was a knock on the door. My partner answered it and the same man who had checked me in the night before proceeded to harangue her for a solid 10 minutes about how horrible she was for spilling wine and ruining his day. She apologized multiple times and took full responsibility, but that did not assuage his anger. He just kept going on and on. He treated her like she had thrown some kind of raucous party, rather than someone who had made a simple mistake.
My partner has been staying in hotels for over 30 years, and this was the first time she had spilled anything besides water. We were charged an extra $200 cleaning fee, which I understand. We have no problem paying for our mistakes. We do however, have a major problem being treated like we intentionally trashed a room when a cup of wine was innocently spilled.
I spent the better part of a decade in the service industry. I never once was rude to a customer, no matter how rude they were to me. I simply cannot conceive of someone in the hospitality industry being rude over a simple mistake, much less delivering a 10 minute diatribe about it, to a customer.
What I would have expected from someone who is a professional, would have been a a simple statement of what he had had to do, and that we would be charged for it. That statement should have been delivered with courtesy and an understanding that everyone makes mistakes.