We booked Fitzherbert Castle because we have happily stayed there before. The location is handy, the family room is comfortable and spacious. In that respect we were not disappointed at all. Unfortunately we were robbed, while we slept. I awoke to find the door ajar. The motel lady had said they had been meaning to get the door fixed and that the wind could blow it open. Later on, when I asked for a partial refund (unlikely we would have been robbed while we slept if the door had been functioning properly) her husband said there was in fact not a problem with the door, that he and the police had checked it and we must have left it unlocked. He went on to say he had no idea why his wife had said what she had about the door as it simply was not true. We locked the door, either way, one of them has not told the truth!! The latch needs minor readjusting!! When I commented that I thought someone had been into the room the initial response from the motelier was that that is unlikely as most of the students (uni) had left town. What a broad generalisation to make about university students...and quite inappropriate given that we were there with our eldest son to attend his university graduation ceremony. I get the impression they thought they had 'done their bit' by reporting the matter to the police..something we would have done anyway. Felt victimized twice over.The motel lady said she felt bad, but no apology was forthcoming. Would not stay again in a million years!! As long as all goes to plan I would imagine one would enjoy a comfortable stay as we had previously. Would never have stayed if I knew about the generalisations they have towards university students. They do have cctv and the perpetrator has been arrested.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your review. We are bemused as to why you say the door was faulty, as there have been no problems with the door previously (and during your stay you had not reported any). We have checked the door and lock and they work correctly.
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It is upsetting to us all that on your last night of stay, an intruder on the premises in the early hours of morning, managed to gain access to your room, as it appears the door was not latched or locked. Had the door been closed and locked (shut, and locked with the push button), the intruder would not have been able to gain entry. There is a safety chain on the door for added security (however not used in this instance). Your comment with regard to a partial refund also is confusing. We have had no conversations with regard to a refund, partial or otherwise by yourself or us, either at the time of check-out or in your telephone call a few days later when you indicated you would be placing a review on Trip Advisor. The good news is that the Police have an idea who the offender is. Regards Diane
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.