Very sorry to hear about this. I hope it was an anomaly. We have stayed there a number of times and been very pleased. At our last reservation there was a problem with the room before our arrival. It was a period of very heavy rain 2 springs ago and the room we reserved, one on the top floor, was damaged. So they notified us a couple days in advance, put us in a very nice alternate hotel and gave us a free bottle of champagne, waiting at the alternate hotel when we checked in.