We stayed at the guest house for two nights this weekend.
The Positives about our stay.
A warm welcome
A warm guest house
A hot water bottle
Lovely lakeside location
The Negatives about our stay.
Our bed was too hard.
Dusty items in the room.
Having raised the matter of a poor nights sleep on our first night Sharon appeared to take this as a personal criticism and responded by asking me "what do you want me to do about it? The mattresses were all renewed about a year ago, they have to be firm because of the inspector who comes here".
She then raised the fact that we had booked through a last minute booking site and if we had booked through the guest house directly we could have had a front bedroom with a "larger" than king size bed that had a softer mattress than ours which rather contradicted her former comments.
What would have been a more customer service response might have been "I am sorry about your experience. How can we help to resolve the matter for you?"
This would not have made us feel like second class guests.
To Sharon's credit however she put a double duvet on top of the mattress and left a note in the bedroom advising us of this and hoped that it helped ........ It did and I thanked her in the morning before we left.
The upturned wine glasses on the tray, the alarm clock and the folding suitcase stand were all quite dusty. Not very nice but did not mention as I did not want to raise anything else with Sharon.
I hope that the criticism is taken in the manner intended. Improved customer care can make what is a reasonably good guest house into an excellent one.
Possibly go by our experience and ask for a superior room instead.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you Pamela and Alistair for your comments.Regarding the matter of the mattress - I was indeed surprised that you had not had a good nights sleep as we have never had a complaint about the beds before in fact one couple staying at the same time commented on the comfort of them but everyone is different. All the mattresses are medium/firm and it is true that the Hotel Inspector does sleep in your room and our latest report from her comments favourably on the brand we use. I am not a rude person and offered you a change of room immediately .I also thanked you for bringing to my attention your thoughts as it gave me the opportunity to do something about it- which I did. My reason for mentioning the booking site you used was not to make you feel like a 2nd class guest but to point out that it offers you no opportunity to speak to me regarding your requirements. In your case you had an ongoing problem with aches and pains and preffered a soft matress . Our king size bed is slightly softer but I don't think it would have made much difference.Had I known about your condition prior to your reservation I could have informed you that our firm beds would probably not be suitable for you.
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