Ahh! Valentine's Weekend! We certainly understand that this is a special day set aside for individuals to enjoy a night away and some relaxation and romance. This year it also happened to be one of the coldest weekend's of 2015. Temperatures dipped into the single digits and the wind was quite strong.
Our guests reserved one of the Carriage House rooms which is a separate building away from the main hotel. This building is more exposed to these harsh conditions. Unfortunately, the pipes froze and the hot water was unavailable for a short period of time as stated by the guest.
I am afraid that the recollection of this guest is not correct as management worked quite hard to correct the situation. We first began the process of heating the pipes to allow the water to flow again, we offered the guest the option of leaving the hotel at no cost to them, we refunded a portion of their stay for their inconvenience. We would have moved the guest into the main building but we had no available rooms.
We certainly strive to address issues as quickly as possible and in this case the statement that "we did nothing" is erroneous.
This has been a very cold winter throughout the Northeast and issues will sometimes arise that take a little more time to resolve.