Unprofessional, Unaccountable Ownership & Poor...

Liked: The room was as expected. The management and staff situation is a disaster at this establishment.
Disliked: I tend to avoid leaving negative business reviews, but an experience this poor makes it difficult not too.After staying one night here and parking a vehicle during a trip, we returned to a nightmare—keys were nowhere to be found, no one was there who could assist, there was no record-keeping to refer to, and the employee present didn’t have the phone numbers for the owner or any other employee that might help. We were stuck (having to find emergency pickup for young kids at home in Maine), and told by the janitor onsite “likely no one else would be around until 4pm, and we could come back”. This was 8AM so we’re talking 8 HOURS.From inside the hotel-restaurant, we did everything for 2hr—sent emails, contacted booking platforms, Instagram, LinkedIn and finally the WINTHROP TOWN OFFICE to get ahold of a phone number for owner Casey Goll, who inherited the business. It turned out he was onsite, ASLEEP UPSTAIRS all along, and the employee working was too afraid or not trained to get Casey, despite the urgency of the situation after 2hrs.Once we got his number, Casey took his time coming downstairs and was unapologetic and blasé (“Well, what? You have the keys now don’t you? What else do you want?”). That upset my partner enough to raise her voice—owner’s response was “Woah, you might want to check your tone right now.”I wrote requesting a refund for the night’s stay, offering ownership an opportunity to make this situation right, rather than publicly sharing what we experienced. Response? The owner accused us of “making a threat”, noting that we weren’t charged for parking (which was either $5/night as I was quoted on the phone before booking, or $15/night as I was told upon arrival, or $10/night that I was told at checkout. Who knows?). No apologies, no accountability. Screenshots attached. The small-mindedness and immaturity of ownership at Winthrop Arms pervades the business as a lack of basic business etiquette or systems for employees.

Very good

I had a wonderful time....

Liked: Very cozy and the staff was really nice especially Peter, Howard and our waitress Meghan.
Disliked: No breakfast options.

Lovely stay in a clean...

Liked: This is a lovely hotel that appears to have been redone. Everything is freshly painted and carpets new. Bathroom is newly tiled and there is a bathtub which I love and is hard to come by in all hotels these days. It’s a quaint little seaside town that feels a little like going back in time. You can see beautiful sunrise every morning
Disliked: Sometimes there is no one around. It’s not a traditional front desk you walk into a restaurant which is not a bad thing. But if I were to say anything that would be it. It would be nice to see someone around in the morning in the “lobby”. But really not a negative for me

Good

Liked: A perfectly good comfortable overnight stop.
Disliked: Not the easiest place to find driving from Boston Airport and a surprise to a foreigner that no breakfast was available!

It was lovely they were...

Liked: It was lovely and I recommend itThe bed was comfortable too
Disliked: Nothing all good

Exceptional

Superb

Liked: Very roomy, clean, wonderful restaurant on property
Disliked: Parking was off site. Slightly inconvenient

Way to expensive for one...

Liked: Near water front. Clean
Disliked: Slightly unfriendly stuff. No towels in the room. Way to expensive for one night.