I have never been treated less professionally in the hospitality industry in my life, and I am in this business myself. It is obvious that the owners, Lucy and her husband Bryan, do not know much about customer service, or how to handle their reactivity when they get frustrated. We never got to our stay at the Samuel Sewall Inn or to our family holiday gathering becasue the owners yelled at me, hung up, and cancelled our reservation, without our consent (despite us having paid a deposit). This happened after some back and forth the day before via text, email, and phone to find the best solution (we were not sure if we needed 3 or 4 nights and they had to juggle rooms to accommodate us) , and when I called to firm things up, Lucy answered making it clear that I called at an inconvenient time as she was busy with her children (which I get, I raised 3 myself). She became more and more frustrated as I tried to explain our final decision (big family reunions take some finagling to coordinate), then started yelling, said she had had enough and threatened to cancel. I implored her not to, but she handed the phone to her husband who said abruptly, "This is her husband Bryan, we are cancelling this reservation and I am hanging up." Incredibly unprofessional. I feel badly for them, actually, becasue in this business, being gracious is priority #1, even when we are frustrated.
