Let me start by saying I am usually not one to complain about hotels in an online review. My husband found this seemingly charming place online and we both thought it would be perfect for a night on our week-long babymoon in Western Australia. Unfortunately, it was an uncomfortable night and disappointing experience altogether. We checked in late in the day, tired from a long day of driving, and were handed the key to our 'chalet' with a brief description how to get there across the pond. It was easy to find, but really warranted a brief tour of the place. Initially, we were delighted with the beautiful farm. The pond is lovely. The sheep were so funny, and the scent of lavender everywhere is heavenly. We were pleased with all the amenities that the cabin did offer (much more space than the 2 of of needed, kitchenette area, television, etc), but surprised to find out that the wood-burning stove was our ONLY heat source and it was super cold outside. After going into town for dinner and coming back, my husband spent a couple of hours trying to get the fire started, following the STEP BY STEP instructions provided in the 'chalet'. But with no success. It seemed the wood was damp as it had been raining. After much frustration, we used up almost all the starters, got a small fire going, but the place never heated up. Just as freezing as when we walked in. Was this a case of user-error? While I'd like to think not (my husband goes to survival training every year, being in the USAF), it's possible that the average person booking a holiday accommodation online is not familiar with the nuances of a wood-burning stove! Again- this warrants a brief tour from someone on the farm or could it have been to difficult for someone to warm it up before we got there? Or how about DISCLOSURE in advance on the fact that the 'chalet' does not have heating or cooling? The charming stove is not a lovely addition- it is the ONLY heat source. A simple space heater would have been better. By the time we were ready to give up and go to bed, there was nobody around the property to help us anyway. We stuck it out for a cold night, hoping to get some of the famous berry pancakes in the morning to make up for it. But the next morning came, and when we went across the pond, we were shocked to find that there was nobody around for that either! Yep, it appears as though they decided to spontaneously close on a Tuesday morning at 10am. Even after telling us the day before to come by after 9:30 for berry pancakes, there was a sign that said they were closed for the day. It's as if they couldn't be bothered to check us in properly and then couldn't be bothered to send us off. Was this because it was low season? If you're open for business, be open for business! Oh, and a side note- they can't be bothered to wash dishes either because they will charge a cleaning fee if you don't wash them yourself. Not a huge deal, but make sure they're clean before eating off of them because they were washed by previous guests (who are sometimes in a hurry to leave) not by the farm staff. For the price, we'd expect it to be at least be comfortable (not freezing cold) and be open when you say you're going to be. Of all the friendly and personal places we stayed in Australia this week, what a disappointment to stay here on our last night!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
September 3, 2012
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We are so sorry you were cold during your stay here! We make every effort to ensure this doesn't happen to our guests as we are aware that some guests have trouble starting the fire. Our website does state the amenities in the chalet and so we assume that guests arrive knowing this. If we'd known you may have had trouble with the fire we would have lit it an advance of your arrival as we often do for guests coming in after hours.
Our guest compendium in the chalet also mentions that if you have any problems to come and see us at the house at the back of the shop. We would have been more than happy to come over and get your fire going for you.
As for the dishes... it is customary at self contained accommodation for guests to wash the dishes and put them away. Our cleaners do check this, but in an effort to keep rates reasonable we do asks guests to do this.
The cafe has been closed on Tuesdays for many years - looks like our staff had forgotten which day it was if they'd told you we would be open.
We'd like the opportunity to apologise for your cold night and would be happy to have you back for a free night's stay. (and we'll have the fire going for you...) and we'll throw in pancakes and coffee for the morning (as long as it's not Tuesday!).
Hope you get back in touch with us. Email or call us with your last booking details and we'll organise it.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.