Phoenix Risin' Bed and Breakfast
When you enjoy a stay at Phonenix Risin' Bed & Breakfast you can feel your rebirth begin. What's more, you can be reborn seven (7) days a week, 365 days per year!
Each of our three beautifully decorated rooms offers a different experience.... more
Here is what guests had to say...
| Innkeeper Response |
First, we are open all year. Valentine's Day 2009 marked our 9th year in business. In that time we've received six (6) complaints, including this one. If we provided the type of service alleged, we would have been out of business years ago. We've received rave reviews from local and national publications (BALTIMORE and ESSENCE Magazines; BLACK ENTERPRISE.com). We also have repeat customers and many guests are referred by previous guests.
The writer requested a refund, giving the above allegations as the reason for their request. A review of all of the facts led us to determine that the request had no merit. Thus, we've decided not to give a refund. The writer omitted very important information: 1. This complaint was sent to the Better Business Bureau and Attorney General. Both closed the complaint in our favor; 2. We had No Refund policies for cancellations and early departures during Inaugural Week. The writer Agreed to these policies in writing, altho we only asked guests to acknowledge receipt of them. 3. We had an inn full of guests. None of the other guests left early; 4. The writer's wife made reservations a few days after Barack Obama was elected the 44th President of the US. She reserved her room at a price lower than our inaugural rate and called several time a day for 2 weeks to insure that her reservation was processed at the lower rate. Every business in/near DC increased their rates. We followed suit, but did not increase her rate. Thus we lost money by keeping our word. We could have made as much with a two day reservation as we made with their reservation; 5. Her reservation was for 6 nights. Most people reserved 1-3 nights. Upon arrival she stated that had she known the Inaugural event schedule, she would have made reservations for fewer nights; 6. I offered breakfast to our guests, but they declined breakfast; 7. I only spoke to her the night she arrived and next morning. I asked how their night was. They said everything was great; 8. I went out that evening @ 8:30 PM. When I returned, I was told by the innsitter that they left while I was out with all of their bags. They didn't tell her that there were any problems when they left. A friend came to get them. His wife told me that she would've stayed with that friend had she known she was going to be in town when she made the reservati ons; and 9. Before they left they did not tell me or anyone here that anything was wrong. They waited for two (2) weeks (14 days, not 5 days, as alleged) to call.
His wife said that she went online to see if there were other complaints. They didn't complain immediately because their complaints weren't true. If any allegations had been true, they could've been solved/fixed immediately. We didn't fix anything because there was nothing to fix. We decided that she looked for ways to cut down her Inaugural expenses. We know that lodging near the airport is always less than in town. Also, it would've cost $800 - $1200 to change flights during that week. The only available options for cutting expenses was to either stay with a friend or stay some place cheaper. Because we had a written "No Refund" CONTRACT with her, she decided that the only way she could hope to justify a refund request was to make false allegations about the condition/service at our inn. Thus, in view of the above, we didn't give a refund. Apparently both the Better Business Bureau and the Attorney General agree with us.
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| - Janice Orr (innkeeper) |
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| Innkeeper Response |
The reviewer doesn't normally stay in B&Bs. There is no identifying sign on the building, because we are in a historic area that does not allow them. The inn is a large building so we can't always answer the phone before it goes into voicemail,but we do try. We always welcome our guests. They can't enter the inn without it. One of the things that distinguishes B&Bs from hotels is the respect guests show each other. There are no toiletries or food in the guest rooms. The guest rooms are on the opposite ends of the floor, and the guests in those rooms share a bathroom and a half bathroom. All of the guests said that they wanted breakfast at the same time, so we waited for everyone to come downstairs before we served the meal (altho guests were given juice to drink). The only time that guests are not offered breakfast is when they've indicated that they didn't want it. We went out the second morning, but rushed back so that we could prepare breakfast for our guests. As we drove up, they were leaving. It was 9:30 AM. Check out is 11:30 AM. They said they wanted to get an early start. We have been in business for almost 9 years; and are constantly striving to make our guests want to return again and again. So we welcome these comments.
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| - Janice Orr (Owner/innkeeper) |
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| Innkeeper Response |
We are disappointed to learn that the reviewer was disappointed with his stay, as we aim is for our guests to have a relaxed and rejuvenating experience once they enter our door. Check-in is any time after 3:30 PM. That time is on the reservation sheet guests get from their reservation agency. The reason for the check-in time is to give our staff time to clean up after departing guests. We let them in early, since they had a baseball game to attend; and their luggage would be safer here. We do not agree that anyone working here was improperly dressed, but if there were a "clothing malfunction," we would want her to fix it. We always show our guests how unique items, such as the steam shower and push-handle toilet, function. That is because we are concerned about our guests' comfort and safety. We don't want them to get scalded or not know how to flush the toilet. We didn't know about the problem with the latch, but after reading the review have taken steps to assure that the latch opens easily. We are constantly looking for ways to improve and appreciate all of this guest's comments.
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| - Janice Orr (Innkeeper) |
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| Innkeeper Response |
As a B&B we are only allowed to serve breakfast, so it is only natural that guests will see me in the morning - I cook and serve breakfast. When guests arrive, we show them their rooms. Each room has 2 sets of towels; and we show them where extra sets of towels are in the bathrooms. There is also a "Welcome" letter that, in part, asks guests to tell us if there is a problem, so that we can fix it, if possible. The letter also tells guestss where extra towels, pillows, and covers are. She only stayed 2 nights and shouldn't have had to look for any towels, but if she had asked about them, we would have reminded her where extra towels are. Also, if she had told us that her trash can was full and we would have emptied it. We want our guests to relax and will continue to do everything in our power to see that they do. Thus, we will also revise our "Welcome" letter to stress our concern for guest comfort and safety.
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| - Janice Orr (innkeeper) |
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| "Wonderful Place!"
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6/5/2008 |
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| Innkeeper Response |
Our guests are important to us. We strive to provide our guests with a warm and rejuvenating atmosphere. We will continue to do all that we can to make their stay one that will keep them coming back to stay. As always, we appreciate their candor.
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| - Janice Orr (innkeeper) |
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| Innkeeper Response |
This review was a shock. The guest stayed in the same room and shared the same bathrooms as the reviewers below, who had no complaints. She stayed in that room for 4 nights, was the only guest, but never complained about anything nor asked to change rooms. The only odors that I aware of are the cleaner we used on the rug before she arrived, and citrus furniture polish. There was a bug problem that we acted quickly to end. We were told that they came in thru the open window, so we closed it. Our inn is in 1 of the best areas in town. It's safe, has 2 colleges, with their own buses and police. We have an escort service for guest use. All guests receive room and inn keys. All locks work.We told her this. The guest's comments reinforces my belief that each guest's experience is unique to him/her. While we can't please everybody, it doesn't mean that we won't try. It just means that we will try harder.
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| - Janice Orr (innkeeper) |
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| Innkeeper Response |
We look forward to having all guests return to stay with us. We will do everything in our power to make sure that this guest's next stay will be better than the first stay. We want guests keep coming back to stay with us. Moreover, we appreciate his patronage. Thank you for being our guest.
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| Innkeeper Response |
We want our inn to be a place where guests want to return again and again. Also, we will do everything in our power to see that future stays exceed the expectations of our return guests.
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| - Janice Orr (innkeeper) |
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| Innkeeper Response |
Thank you for your wonderful review. It's always good to know that our guests enjoyed their stay, as much as we enjoyed having them here. Please rest assured that we continually strive to make sure that all of our guests have the same experiences as you did. We look forward to having you stay with us, again.
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| - Janice Orr (innkeeper) |
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| Innkeeper Response |
Thank you for your wonderful review and for reminding us that we need to ensure that frequent guests get the same extraordinary service and value that new guests receive. It's always great to have repeat guests stay with us. They're like old friends, but even old friends deserve only the best. Thus, I can assure you that we will make sure that we pay more attention to your needs, so your next stay will be the same caliber as those which have kept you coming back. We aim to keep repeat guests returning to our inn. Thank you, again.
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| - Janice Orr (innkeeper) |
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| Innkeeper Response |
We take guest comments seriously. If we didn't, we couldn't have stayed in business for 7.11 years, getting GREAT reviews and many referrals. We regret that the guest did not make her concerns known prior to this review, but we appreciate her candor. We take pride in our beautiful, clean, and sanitary inn and continually strive to keep it the place where guests return again and again.
We have 3 rooms. The guest requested and was given early checkin. We also gave her group free meeting space. The innkeeper was unable to cook breakfast that day, but offered our last room to offset the cost of the meal. They accepted. This was done at the cost of losing the previous guest who stayed in that room for 6 nights and requested to stay a 7th night.
We strive to give each guest a great experience. We use only the finest high thread count linens. Checkin is 3:30 PM, which gives us time to clean. Our staff has a cleaning checklist. We also have an early departure policy: Guests are responsible for full payment, unless we can rent their rooms for the remaining dates of the reservation. Checkout +s 11:30 AM. They did not leave at that time. Their meeting ended at 9 PM.
In response, we are taking steps to declutter the inn. We fired the cleaning staff and hired new people. We strive to please every customer and are confident that a stay at Phoenix Risin' is a rejuvenating and unique one.
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| - Janice Orr (innkeeper) |
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Contact Information
 
Phoenix Risin' Bed and Breakfast1429 Bolton Street Baltimore, MD 21217 USA
| Phone: | +1-410-462-2692 | | Phone: | +1-410-462-4551 | | Fax: | +1-410-523-3434 |
Innkeeper(s)
Janice Orr
Rates:
$160 - $180
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