Cape Ann Motor Inn

This guest must have misunderstood our desk clerk when she thought he said we have an elevator, because we do not and never have had an elevatorHer reservation was for only one night, and we helped her up and down with her luggageIf we told people that we had an elevator when we don't they would
be very upset when they arrive and would never come backAs 90% of our business is return customers we wouldn't be able to stay in business for yearsAs for her other complaints, the shampoo is sealed, we do not water it downWe get our linen from a linen company, the back doors are numberedThis guest only stayed one night and we did our best to accommodate herWe don't need to lie to sell roomsWe could of sold that room ten times overWe are sorry for the misunderstanding

In response to Cape Ann Motor Lodge's denial of my previous complaint, I stand by what I Claim happened. There was no misunderstanding of what the desk clerk said. Explained to the clerk that I was disabled and needed a first floor room as stairs were extremely painful for me. I asked about the beds on the first floor. He said there was only a double bed. I mentioned that a double bed would be cramped for two adults but I would take one because of my problem with stairs. He stated that they had an elevator. I asked again to make sure. “Did you have an elevator?” He said yes. I said “Oh great! Then I would like  a second floor room.” He also stated that the second and third floor rooms had two double beds. When I returned to Georgia I rechecked their website and saw that the first floor rooms also had a pull-out couch, which the clerk neglected to mention when I said it would be two adults. I booked a one night stay at the Lodge because I was planning a ten day visit with my mother who is 85 years old. She lives in a small house in Gloucester, (Cape Ann) I thought a night away would give her some needed space, as she is accustomed to living alone. The person who answered to my complaint stated that they helped me up and down with my luggage. I was with my able bodied husband. We had no luggage. We brought only a swimsuit and change of clothes a piece in a small sack, which my husband carried. We didn’t need luggage for a one night stay across town. There was no offer of help. No effort to accommodate me in any way. The clerk at the desk merely stated, “Elevator? There’s no elevator.” I repeated my conversation with the booking clerk. She said “I’ve never had an elevator.” I assume she was an owner. She went back about her business. Very curt. Later I called from my room to ask the name of the man who had booked the room for me. She said “[redacted]” I said “You need need to speak to [redacted] because telling a disabled person there was an elevator was cruel.” She said “OK” and hung up. A third time I addressed the issue on our way. out. I explained what happened to the new clerk. she just stated that [redacted] would never do that, [redacted] has worked here a long time, [redacted] is a really nice guy. At no point was any form of apology or expression of any concern made, only insistence that I was wrong. If any sort of apology or expression of concern had been made, I would have dropped the issue. I filed this complaint because this was an act of cruelty and callousness to a disabled person. My body is riddled with arthritis. My back has deteriorated and herniated discs. My hip is in constant pain, and I have no cartilage in my knees. Why on earth would I book a room on the second floor unless I was told there was an elevator? I’m physically disabled not mentally impaired. As to their claim that they could have booked that room 10 times over, I noted that there were vacancies on the second floor. As their claim that there were numbers on the rear side of the rooms, there may have been, I didn't see them. The sliding screen to our room was warped and would not lock. A woman entered our room by mistake as we were in bed. So they could not have been very visible. These matters could easily be verified by checking their room availability for that night and checking the screen door. The week should have been a no vacancy time for them. It included the 4th of July ad St Peter's Fiesta which is a heavily attended annual and well known festival in Gloucester. I was surprised that they did have a vacancy when I booked the room over the phone. Now I know why