2/10 Terrible
Gene
Traveled with partner
Jul 1, 2025
Liked: Cleanliness
1- I am writing to dispute a pet charge of $240.00 that was added to my invoice upon checkout. When I booked the room I informed the property that my partner would be accompanied by an ADA registered/trained service dog. (Attached ADA Service dog ID card sent to property) I was advised through EXPEDIA that I did not have to be in a select pet room nor had to inform the desk upon check in. I will be making a complaint with the Massachusetts AttorneyGenerals Office and Massachusetts Office on Disability if this is not reconciled within 48 hours.
2- I am also surprised that there was no discount for our room #152 due to the fact that we did not have any COLD running water for the first three days of our check in. While we appreciated the front staff providing us a key for the room down the hall, for cold water and showers, until the repairs were made it was a major inconvenience. I am looking for this to be reconciled within 48 hours.
We have been coming to The Brass Key for over 20 years and even had the opportunity to have drinks with the original owner last night. I wasn't even going to bring up the water complaint because the staff was so understanding but when I noticed the pet charges it was very disturbing. Not every disability could be notibile but you should know if it wasn't for my partner's service dog his life would be crippling.
As of July 1 I have not received a response back from the Brass Key Property.
Gene
Stayed 6 nights in Jun 2025
