My husband and I spent a few days in Keswick in October. We read the lovely reviews this house had
On tripadvisor so decided to book it. Our room was in the annexe and it wasn't the best. The double bed was almost the size of the room and there was little room for much else, including my husband and I to walk around. The bed looked like it was 2 singles pushed together. This was disguised by an old duvet underneath the sheet that we were to sleep on. There was an immediate smell of damp in the room and it felt very cold. There was only one little radiator in the room. The bathroom was smaller than an airing cupboard with a shower and a toilet. The wash basin was in the main room where we slept, so if you were getting washed or brushing teeth while someone was sleeping I could see this being annoying. There were tea and coffee facilities in the room. The cups weren't the cleanest and the kettle still had water in upon our arrival. The tea and coffee wasn't replenished. The shower wasn't cleaned daily either. As there was a water drainage problem in the shower and the water took ages to drain away, the soap scum was still visible on our so turn to the room at night. Breakfast was in the main house. It was very nice. Good ingredients and hearty portions. Overall, I was disappointed in this B and B. I have stayed at a few in Keswick and this is not the best I've stayed in. The breakfast was lovely, but at nearly £300 for just a nice breakfast and to be not looking forward to returning to our room at night isn't good enough and not good value for money. I can maybe understand the rooms in the main house charging this price, but not in the annexe.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your feedback, which we always appreciate as an opportunity for us to improve and progress. We were, however, somewhat surprised and confused by your review, which does not seem to reflect the comments that you made during the course of your stay with us. Similarly, we are bewildered as to why you have left it nearly two months to post your review. As I think the Tripadvisor reviews preceding this one indicate we like to promote a relaxed and friendly atmosphere within the guest house and myself and Christine chatted with you at breakfast and several other times during your stay. Also, when you checked out we asked, as always, whether you had enjoyed your stay and you indicated that you had, certainly at no point did you imply that you were “not looking forward to returning to our room at night”! The only issue that you mentioned during the course of your stay was that you pointed out at one breakfast that your shower was not draining properly. This was addressed immediately that very morning and I personally checked the shower to make sure that it was now draining properly and was clean etc. When we saw you again the following morning at breakfast we enquired how the shower was working and you assured us that everything was now fine. No mention was made of any of these other apparent problems, nor your assertion now that the shower had not been cleaned. As with any business problems do occur sometimes and the test is the manner that they are dealt with – the only problem you alerted us to we handled, we gathered from you at the time, with helpfulness and efficiency. We would similarly have hoped to deal with any other problems you may have had in a reasonable and friendly manner, had you told us about them at the time. While we appreciate that you cannot “please all the people all the time” we would suggest that the mass of Tripadvisor reviews we have already received serve to indicate that our guest house offers a good standard of accommodation and that, against that background, a price of £272 for four nights (working out at £34 per person per night) offers good value for money in the context of Lake District guest houses. The room that you were staying in, Room 7, is one of our standard double rooms. We also have a superb guest Suite with its own sitting room, rooms with seating areas, our lovely Superior king size and our Scenic double – all of which are larger (and more expensive) than Room 7 - you booked online and selected your room yourself. The room is fully described with photos and text description, as with all our other rooms, on our online booking site – possibly you should have explored one of our larger rooms with seating areas. Room 7 is thus never described as being our best room, nor is it one of our largest rooms, however as with all our rooms it does offer a very good standard of accommodation, clean and well decorated at a reasonable rate and it was picked from among our rooms by yourselves. The bed in Room 7 is a hotel quality Zip and Link bed that can be configured as either a twin or a Super King double by zipping the mattresses together. This is not “2 singles pushed together” as you suggest but is, you will find, an industry standard practice followed in many hotels and guest houses – indeed some major hotels only have Zip and Link beds in their rooms because of the flexibility they provide. The impression is further given that the bed is squashed in the room so that guests have to squeeze around it – I would gently suggest that this is gives a rather false impression of the room. When the bed is zipped together as a Super King there is a 1.10m (over 3ft 6in) gap on the window side and a 60cm (2ft) gap on the other, meaning that there is over 5ft 6in of room at the sides of the bed. There is ample storage for luggage and cases under the bed and despite the fact that apparently “the double bed was almost the size of the room and there was little room for much else” there is also a wardrobe, two bedside cabinets and a cabinet for kettle, teas and coffees – all of which are fully displayed in both twin and double room configurations for everyone to see in the photos for Room 7 on our website, online booking site and Tripadvisor. We preheat all of our rooms prior to our guests checking in; the bedroom is heated by a new Dimplex 1.25kW electric convector heater (the “little radiator” referred to), the heat output of which is fully controllable by our guests and which is scaled to be twice the output required to heat a room of this size. You were instructed in the use of the heater and it is thermostatically controlled so can be left on in the room 24 hours a day to control the temperature. To be frank, the most frequent comment we have regarding heating in the rooms is that they are too warm and we often have guests checking in and immediately opening the windows so we now tend not to put the heaters on full power before guests check in to prevent them becoming saunas! In the event that anyone does desire additional heating we have portable heaters and radiators available on request for the comfort of our guests at all times – you only have to ask! (This is also pointed out in the Guest Information folder in your room). The shower is an absolutely standard 800mm square size and is contained within an en-suite that is over 7 ft long with over 2ft 6in between shower and toilet – a rather substantial airing cupboard, I would suggest. It is perfectly standard industry practice to place the washbasin within the bedroom, especially in guest houses which are not purpose built hotels. This is entirely consistent with Visit England quality standards and, I would point out, we are annually assessed and have passed every year with flying colours. The washbasins in question are new, modern counter top basins that can be seen in a photo for the Twin En-suite on our online booking site. We do take exception to the suggestion that tea and coffee was not replenished and that the cups in the room were not clean. We pride ourselves on the quantity and quality of our refreshment selection (photos of these are displayed on our online booking site and on Tripadvisor itself). Every room has plentiful portions of milk, coffee, tea, decaff coffee, decaff tea, white sugar, brown sugar, Earl Grey tea, a selection of fruit and herbal teas and two biscuits each. We frequently get guest comments (and a number of our Tripadvisor reviews reflect this) that it is refreshing to see such a well stocked refreshment selection and each room is refreshed every day – are you seriously suggesting that this did not occur during the entire four days that you stayed with us? In the unlikely event that it actually hadn’t why didn’t you simply mention it? We are always more than happy to provide additional teas, coffees, milks etc. on request but to be honest unless something specific is required this very rarely happens as there is an ample supply in the rooms. Cups are replaced with fresh ones every day and then dishwashed before reuse so I fail to see how they could not have been clean – however, again, if you had any issues at all with the cups why did you not simply mention it at the time? We would have been happy to help in any way and our first priority is always to try to ensure that our guests have a comfortable and enjoyable stay with us. We are pleased that you enjoyed our breakfast of which, I believe, we are justly proud. We are disappointed and regretful that you apparently did not enjoy your stay with us but are left bewildered as to why you did not mention any of these issues at the time and said that you had enjoyed your stay, nor why any of the guests who have stayed in Room 7 before or in the two months since your stay have not mentioned any of these problems. We would also respectfully suggest that anyone wanting further background to our friendly and high quality guest house read the some of the 113 Excellent and 5 Very Good reviews that we have received over the last four years prior to this unusual and slightly bewildering review.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.