Christina C.
Yelp
Last weekend, I unfortunately had a horrible experience with the representatives at The Baker House 1650, that caused me to cancel my reservation. My good friend and I had a long president's day/ galentine's weekend planned and were so excited to be getting out of the city to relax in the Hamptons. The different room types on The Baker House website were quite confusing, so we called the front desk to help us navigate the differences. In discussing with the associate, we realized the rate was cheaper on booking.com, so she encouraged us to book there and said she'd change the reservation on her end to our desired room. We were pleased with the overall experience. The morning I was supposed to arrive, I called to confirm my reservations (including several spa reservations as well). To my surprise, we did not have the room we desired. For context, we requested a more modern room, and this one was more traditional and not as nice (in my opinion). The front desk associate apologized for the inconvenience and transferred me to the manager for help. This is where the NIGHTMARE began. The general manager, Heather McCormick, was so incredibly rude. She was borderline yelling at me saying that the mix up was my fault and when I explained my interactions with the front deck associate weeks earlier, she told me "that couldn't be true", essentially implying I was LYING. She offered up no solutions and was completely dismissive- ending the conversation with "Well, you need to tell me now if you're going to cancel or not". I was absolutely appalled. She had a horrible attitude and when I told her I felt uncomfortable by the way she was speaking to me, she was completely unapologetic. I hung up the phone shaking, so disappointed in her service and crushed that my weekend away to relax was ruined. There was no way I was going to stay at a hotel where the general manager was so rude to me. I immediately called booking.com, explained the situation and they were able to fully refund my stay. Overall, I was highly disappointed and truly hope that no other guest has to experience the aggression I did, especially on the morning of the trip they've been looking forward to for weeks.