I booked this b&b 3 months in advance and spoke to the owner (lady) two times prior to our arrival. My mother and I arrived after a long train journey to Canterbury. The girl who greeted us showed us our room said that it had been made up as a double room. I told her that I had booked a twin room. She said we could freshen up, go out and then they would change the bed. As I was about to get into the shower, a lady appeared (someone's mother in law) and said she had to change the bed right away and what a nightmare it was to have to do it. I explained that I had clearly asked for a twin. She seemed quite put out. I had to wait in the bathroom whilst she changed the bed.
I had to ask the girl about breakfast as she didn't give us any information. She said breakfast was between 8 and 10 am. She asked if we wanted to book our breakfast in advance and we said we'd like to decide in the morning. She said this was fine.
We both had a really bad sleep - we had been given the front room on ground level, right next to a busy road. There are noisy bars at the end of the street, so drunken people were going by the window most of the night. Then about 5am onwards big lorries were arriving at the shopping centre which is just across the road. As the Coach House is Grade II Listed they of course could not have double glazing, which I understand, but they really shouldn't put paying guests in such a loud room. We had to have the window open as it was really hot weather and there was no fan in the room.
The bedroom was tiny (their website says that all rooms are spacious!), barely any room to walk around each single bed. A large wardrobe was placed in the middle of a wall which was really not a good use of space and was in the way. There was no hairdryer. There was no booklet with the b&b's information in the room, which you can usually find in all b&b's and hotels.
The bathroom was the nicest part - large, good shower, shower products provided. However, we had to have our bathroom window open as well due to the hot weather. Our ground floor bathroom window looked into the back garden (it says on the website 'rear outside courtyard with covered terrace'), which we could not use - it was full of washing, children's toys, not a well tended garden either. Someone kept smoking in the garden which wafted into our room. I was 5 and half months pregnant and really did not appreciate this.
The following morning we went into the breakfast room at 8.05am and ordered a cooked breakfast each. The fabric napkins on the table were wet and had obviously just been taken out of a washing machine. One half of the room had tables and breakfast buffet which was fine, however the first half of the room that we entered to get to our table was very messy. There were shopping bags with food on the floor, toys, books, papers etc all over the place. Not a good first impression.
We waited for our breakfast for a long time. Finally at 9am my mother could bare it no longer and went an knocked on the door which lead into the kitchen and pushed the door open (as she had seen other guests doing during our time sat in the breakfast room). A man loudly told her to wait. My mother asked how long our breakfasts were going to be as we had been waiting almost an hour. He came storming out of the kitchen and loudly spoke to my mother in front of the other guests telling her that they didn't serve cooked breakfasts until after 8.30am and that it was clearly on the website and in the 'book' (which book he meant I have no idea as we never saw one). Who remembers the times of breakfast on a website when they book months in advance?
I really didn't want a confrontation as I found it stressful in my pregnant state. My mother is 65 and was really quite upset by it. This altercation really ruined our day!
2 minutes later the girl came out with our breakfasts, which we obviously didn't feel like eating. It was alright - nothing special. The mushrooms were a bit rubbery. I did feel sorry for the girl she seemed to be rushing about in a whir. She didn't have any shoes on though which I thought was a bit unprofessional.
The next night spent in the room was again very hot and noisy, we both had a bad sleep. Needless to say we just had some fruit and toast for breakfast and left as soon as possible.
From what I could work out the owner (lady) whom I had spoken to on the phone prior to our booking was away on holiday. The girl and mother-in-law were both helping out, and obviously didn't really know what was going on.
The b&b is in a good location right by the centre of town, train station etc. However I wouldn't recommend it to anyone if they were put at the front of the building, also the customer service was absolutely terrible. I've worked in hotels, restaurants, cafe's and many other service based jobs and would never dream to have spoken to a paying guest as the man did to my mother.
Don't stay in the front rooms of the building - incredibly noisy
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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I will address the issues in your comments.
"I had to ask the girl about breakfast as she didn't give us any information. She said breakfast was between 8 and 10 am. She asked if we wanted to book our breakfast in advance and we said we'd like to decide in the morning. She said this was fine." Our staff member gave you a registration form with information about breakfast and WiFi etc upom check in which you filled out and gave back to us. We lilke to offer a service of pre ordering breakfast as weekends are usually busier at breakfast time.
"There are noisy bars at the end of the street" there is one pub at the end of our street which at the weekends can cause some disturbance but all of our rooms overlook the street and your room is no closer to the street than others. On booking your room, you decided to take room 6 as the other twin room was on the 2nd floor and being pregnant this was a factor for your decision.
"We had to have the window open as it was really hot weather and there was no fan in the room. " there is a large garden window and front window which open allowing breeze, we have taken your comment about fans into consideration for the future. Had you asked at the time we may of been able to purchase one for your stay.
"rear outside courtyard with covered terrace'), which we could not use - it was full of washing, children's toys, not a well tended garden either"
We do have a large umbrella for the garden and a table with chairs, we are a family and have toys for them and any family with children who come to stay for their pleasure. Our courtyard is stoned with potted plants, we take time and care into our garden.
"We waited for our breakfast for a long time"
You spefically asked for a well cooked breakfast as you were pregnant, and we had two other families in our breakfast room at the time of ordering, you waited 35 mins for your breakfast which considering others in line and your request, we did our best.
"The girl and mother-in-law were both helping out, and obviously didn't really know what was going on."
Both members of staff have worked with us a long time and tried to accommodate to your wishes accordingly.
Thank you for your comments.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.