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“Shocking customer service” 1 of 5 stars
Review of Ingledene House

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Ingledene House
2.0 of 5 Bed and Breakfast   |   18-20 Gardens View | Derby Road, Bournemouth BH1 3QA, England   |  
Hotel amenities
Ranked #98 of 151 Bournemouth B&B and Inns
Bristol, United Kingdom
2 reviews
Reviews in 2 cities Reviews in 2 cities
5 helpful votes 5 helpful votes
“Shocking customer service”
1 of 5 stars Reviewed February 27, 2013

I was recommended this guest house through a friend at work, and contacted them this week for a quote. I was told, in a one line response, 'We normally expect a 2 night stay on a Saturday night'. Fair enough, although slightly impersonal - which I pointed out. The following exchange then occurred:

'Budget 2 star hotel accommodation is not intended to be "personal"'

I replied 'ok, thanks but no thanks. £55 isn't particularly budget, when I've had lovely replies from others charging £50-70. We will go elsewhere.'

They replied 'To be totally honest we dont need your business because you want a saturday only stay that we dont do in peak season. More importantly however is that if you are now looking around for comparisons why dont you go to a comparison website such as tripadvisor, expedia or booking.com or hostelbookers.com where you can choose from over 400 hotels in Bournemouth and probably be much less misguided by the old fashioned "friends recommendation" or "word of mouth" or "lovely reply" methods?

And besides if you really want budget there are some great camping sites....'


On this basis, I have opted to search elsewhere - and would recommend others do similar.

  • Stayed February 2013, traveled as a couple
    • 1 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
cgbutton, Manager at Ingledene House, responded to this review, March 1, 2013
The hotel does not believe, unlike this guy, that good customer service involves starting an email with "Dear Sir" or "Dear madam" or "how are you?" or " I trust this email finds you well" as this person so clearly was insisting us to do. On the contrary, the best run business's prefer to adopt a much greater degree of automaton and efficiency. Indeed, we argue at Ingledene that a well run Commercial Business practice tends to adopt Conversational Maxims such as: Be brief, to the point and always say just enough to make the message clear. Typical Bournemouth Hotel examples include:

"£55"
"minimum two night stay"
" Good for 2"
"includes breakfast"
"All rooms en-suite"
" No smoking"
"No noise after 11p.m"
"dont need assistance in case of emergency"
" responsibility of guest to coordinate checkout"
"Cardholder not present transactions require authentication on arrival"
" £20 cash deposit for keys"

Some of the more astute hotels may also add a canned signature such as "Thankyou for booking with Ingledene Guest House". I hasten to add such pharses as "Yours Sincerely" or "lots of love" or "best regards" or "xxxx" are often avoided.

We are sorry that the absence of such phrases "shocked" this person into thinking we were being vulgar and adopting poor customer relations. Readers should, however, not be put off by such curt behaviour because that is so often the way with a modern small commercial business that often finds itself so short of time.

It is very much hoped that readers will put their trust in my wife and I when I tell them that we both work tirelessly day and night for the benefit of all our 5000 guests/year, and as such, have to prioritise what is important. We simply do not have time to ask a prospective guest about the weather. That being said, there may be instances where we say "although we cannot guarantee good weather we can guarantee free parking". But only when instigated by a guest in the first place.

Finally, we would like now however to take this opportunity to "shock" readers one step further by explaining that there will soon come a time when Ingledene Guest House, because of its enormous popularity, becomes so busy that it will no longer be able to answer emails or telephones at all and simply direct customers to some help file, comparison website or avalaibility database or indeed the hotel website itself.

Finally, if any reader does decide to book with us, when you arrive, please dont "trip-over" irobot the vacuum cleaner wandering around the corridor.
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91 reviews from our community

Traveler rating
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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (11)
Date | Rating
  • English first
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  • German first
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English first
barcelona
1 review
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed February 19, 2013

Stayed here with freinds recently and would recommend as a budget 2 star accomodation.
Superb service, great location, very clean room, Excellent breakfast, friendly staff.
Manager very knowledgable and helpful regarding tourist directions.
Check-in procedure very professional

Room Tip: Excellent place to stay near beach too.
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  • Stayed December 2012, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kent
Top Contributor
72 reviews 72 reviews
38 hotel reviews
Reviews in 39 cities Reviews in 39 cities
49 helpful votes 49 helpful votes
3 of 5 stars Reviewed February 10, 2013

Our rating would be 3+ as we found Ingledene to be a pleasant place to stay for a couple of nights over New Year. The propriator was extremely pleasant and accommodating (no pun!) as we were given a choice of rooms to look at- he was slightly surprised by our choice but it suited us. The location was ok and we could imagine in Spring and Summer it would be a multitude of colour as there is a garden and park opposite which included a bowling green For such a medium sized place breakfast exceeded our expectations and was taken in a pleasant conservatory. We would recommend this as a place to stay particularly as there is a bar and one could even order dinner if so inclined.

Room Tip: Nothing to suggest
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  • Stayed January 2013, traveled as a couple
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Rochester, United Kingdom
Senior Reviewer
10 reviews 10 reviews
6 hotel reviews
Reviews in 7 cities Reviews in 7 cities
2 helpful votes 2 helpful votes
3 of 5 stars Reviewed September 17, 2012

Recently stayed in the Ingledene House for the weekend ideally for its location, however it was some 30min walk to the town centre and pier...and all up hill on the way back.
Found it over-priced for what it was compared to other B&B's that had better location.
But as 2* B&B's go it is what it is... Breakfast was nice, Rooms very dated, and quite dusty if im honest!
Shame the price doesnt reflect the property. (£90 a night) Wont be returning.

  • Stayed September 2012, traveled with friends
    • 2 of 5 stars Value
    • 2 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
cgbutton, Owner at Ingledene House, responded to this review, September 18, 2012
A few things.

- We are pleased that this person enjoyed our breakfast. The quality of which would be charged by other hotels or restaurants at £12.50 per person. This breakfast includes Full English, fresh coffee or tea, croissants, cereals and so on.

- Regarding price. We think £90/night for four people in family en-suite 2 star room including full English breakfast is what you can expect to pay in Bournemouth during the peak season during the weeknds. Readers need to note that when you take into consideration the 25% sales commision we have to pay to online booking agencies plus breakfast costs plus vat plus staffing bank loans and doemstic bills we think this is a fair price.

- Regarding "dust". There is no dust at all at Ingledene House. The rooms and the public areas are cleaned by our staff everyday.

- Regarding being "dated". Anybody staying in two star accommodation can expect their room to be "dated". As a 2 star budget accommodation, we have absolutely no plans to "modernise" the rooms right now. The beds and the decoration are what they are and have absolutely no relevance whatsoever in what we do as two star budget accommodation. Also we question what this person means by "dated". If he means replace wooden beds by a more modern material such as plastic or metal bed frame, then no way are we going to "modernise" nor are we going to visit IKEA to make the rooms look more like what this reviewer might have at home.

- Regarding not returning. Most people who stay in 2 star budget accommodation never do return by the very nature of the accommodation. However if they do return they often call us and negotiate a better price. Also better prices can be found on our wbesite since we do not have to pay the online booking agency their 25% fee.
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Reading, United Kingdom
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed September 17, 2012

We came to Bournemouth for my Hen weekend and was looking for a Nice, Clean BnB not to far from the city centre and train station. Ingledene House was able to provide this and more. The whole place was very clean and tidy. The rooms had all that we needed. Beds, toilet, shower and hanging space for our clothes. The breakfast that was provided was fantastic. Just what we needed each morning. All of us have said we will be back again, together and with partners. What great value for money. Many thanks

  • Stayed September 2012, traveled with friends
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
cgbutton, Owner at Ingledene House, responded to this review, September 18, 2012
Thankyou. We are so glad you enjoyed your stay at Ingledene and it was actually a pleasure having you stay with us watching you all clearly enjoying Bournemouth for the purpose you intended.

We have 5000 people who visit us every year and when they check out we ask all of them one simple question

" Was everything ok? Any problems?"

99% reply:

" Yes thankyou. No no problems"
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London, United Kingdom
Contributor
13 reviews 13 reviews
4 hotel reviews
Reviews in 8 cities Reviews in 8 cities
5 helpful votes 5 helpful votes
3 of 5 stars Reviewed September 12, 2012

This is not a modern chic B&B but that isn't what I was expecting! It's a 2* and I paid just £62 a night but looking at the quality of other hotels/B&Bs in the area (i.e. Tudor Grange Hotel which is the same price) I think it's a bit too much for the quality of the room.

We had a double room which was small but perfectly fine for a two night stay where we spent 3 days on the beach and one night out at a gig. The bed wasn't huge but adequate and I slept well. The place was worn with cheap furniture and maybe could do with a bit of an update, but it was clean where it was important. However I would advise that they clean the inside of the drawers as it was a bit off-putting to see a bit of rubbish in there and dust ~ didn't want to put clean underwear in there...!

There was one thing that was a bit awkward ~ the tiny bathroom which was quite literally next to the bed with only shutter doors for your dignity. You can almost see each other sitting on the toilet and hear everything! My boyfriend and I are comfortable around each other, but not THAT comfortable! We found that bizarre and a bit weird!! But we have a good sense of humour, decided the place had character and made the most of it.

The water pressure in the shower wasn’t good, so if that sort of thing bothers you then steer clear. I got used to it and didn’t mind.

The breakfast was delicious, could not fault it or the service. We were served by a lovely man both mornings who was very attentive and polite ~ this was the best aspect of Ingledene.

The owner was very nice to us on arrival ~ we had no problems with him and he even offered to change our room if we thought it was too small as they had other rooms available which was good of him to offer. We decided to stay where we were though as I already mentioned we weren't planning on spending much time in the room.

The location of the hotel was good, nice quiet residential area with parking which was handy. It was a 20 minute walk to Bournemouth pier and we enjoyed the walk there and back to walk off the lovely cooked breakfasts and meals out!

All in all, having seen other B&Bs whilst there that looked to be better quality, I would probably choose somewhere else next time. That's purely down to cost as we did have a nice weekend away. If this was cheaper, I'd consider staying again.

Room Tip: I would go for a larger room if possible
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  • Stayed September 2012, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
cgbutton, Owner at Ingledene House, responded to this review, September 13, 2012
Thankyou for your review. We are sorry that you found our prices slightly too high for the quality offered. Unfortunately there is not a simple relationship between price and quality for hotel accommodation in Bournemouth. In other places there might be a direct correlation between quality or the state of the economy and price but in Bournemouth everybody wants our accommodation when the sun shines.

In order to protect our business from poor occupancy levels in the winter we need to increase our prices during the peak season in order to compensate from massive seasonal variations in demand for our accommodation. Indeed in winter, we are forced to offer midweek rates for a double en-suite for as low as £28 because there is no demand for Bournemouth accommodation in the winter season. Even weekend rates can drop as low as £37 for a double including breakfast.

Thus its important when reviewers try to compare us with other two star hotels on price they must kindly be sure what day of the week it was, what time of the year it was and also whether the sun was shining or not when they booked or what the weather forecast was likely to be during their arrival and departure times. This is what determines price more than the lesser important parameters such as "quality" or "economy" during peak seasons.
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Hannover, Germany
Reviewer
4 reviews 4 reviews
Reviews in 4 cities Reviews in 4 cities
5 helpful votes 5 helpful votes
1 of 5 stars Reviewed September 9, 2012

The owner often refers to the standards of "Visit Britain" for explaining the poor (mediocre?) standard of Ingledene House. therefore, I refer to these criteria in the points where I noticed shortcomings:

2 stars, bedrooms, quality and conditions: Decoration may be old but not damaged, scratched or torn: We found wallpaper coming down on one side (photo) mop boards dirty and in need of painting. Curtains were coming down.
Flooring for a two star: "good quality carpet" . Carpet might have been quite good quality, but that seems to be more than ten years ago.
beds: "190 x 90 single, 190 x 140 doubled" was fulfilled - "well maintained beds and mattrasses" - mattrass in single bed was long over its expiry date, coil springs saying "hello"
Bathroom: floor was torn in front of wash basin, I sank in about 3 cm, as per photo, fitting for two stars may be "old but of good quality", they were of middle age, but partially broken, water pressure in shower was poor.
A requirement, also for a two star establishment is "cleanliness". We noticed that the carpet was dreadful, dust under bed, sticky headboard of bed, hair in shower

All other things were according to requirements.

However, the overall impression was one of negligence, and running along the beach in the morning, I envied the people staying in the beach huts for GBP 8,50 per night.

I understand the owner very well, that he claims advance payment if possible. The risk of people seeing the rooms and running is too high.

On the other hand, if he would spend the time he needs for lecturing his guests on refurbishing the house, this B & B might be in the "brilliant" state, he mentioned.

  • Stayed September 2012, traveled with family
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
cgbutton, Owner at Ingledene House, responded to this review, September 11, 2012
We do not think its appropriate for an unqualified person to judge a hotel on the standards it advertises until that person has been properly certified by the appropriate regulating authority. The purpose of a two star classification is so that the quality of things like the carpets and curtains conform to the standards of that classification.

More importantly however is that if this reviewer genuinely felt our place was not to their taste then why on earth did he not say so at check-in and we could simply refund him and make alternative arrangements? And lets be 100% clear about all pre-paid bookings. If on arrival you are not happy for whatever reason then its your right by European law for a refund whether you stay in a hotel in Germany or in UK irrespective of whether it was pre-paid or non-refundable.

This is a basic consumer right that Ingledene would be the first Guest house to sign up to.
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Additional Information about Ingledene House

Address: 18-20 Gardens View | Derby Road, Bournemouth BH1 3QA, England
Location: United Kingdom > England > Dorset > Bournemouth
Amenities:
Bar / Lounge Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service
Hotel Style:
Ranked #98 of 151 B&Bs / Inns in Bournemouth
Price Range (Based on Average Rates): $
Hotel Class:2 star — Ingledene House 2*
Number of rooms: 12
Official Description (provided by the hotel):
Ingledene House is a 14-bedroom Hotel that overlooks Knyveton Gardens Bowling greens and the adjoining Tennis Courts. Also located opposite the guesthouse is a Cafe and private licensed bar that is open to Ingledene residents. Ingledene Hotel is conveniently situated 2 minutes walk from Bournemouth Central Station, 500 metres from the nearest beach and about a 10-minute walk to the centre and nightlife. Guesthouse facilities include 8 En-suite Bedrooms plus 6 standard rooms. ... more   less 
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