This place had good and bad - we stayed in the Farmhouse, which had a lot of great modern amenities (two tvs, fireplace, nice shower, nice kitchen with limited use allowed), which we certainly enjoyed, but it is a couple miles from the inn. It's also across from a fragrant cow pasture - I didn't mind, but it probably should be mentioned.
The big deficit was in the details though. Other b&bs I've been to, the owner or innkeeper knows your name before you arrive and go out of their way to make the experience special throughout (at one especially nice b&b of similar size I've even seen the owner cleaning the rooms and doing home repair) -- not so here. You just get the feeling that it's a large operation with paid employees who don't know you from Adam, more like a hotel than a b&b, with less owner involvement.
The biggest kicker though, and the reason I knocked my score down to a solid 3, was that the breakfast room is next to the service entrance. On a particularly cold and rainy morning, the door right behind us was left open for several minutes while supplies were delivered and brought downstairs, flooding the dining room with frigid air (probably bringing the dining room temp down to 55 for the remainder of the meal). Then, to make matters worse, one of the staff sat down behind us with the delivery guy and started going over the order of windex, water, etc. right behind us -- it's a "bed and breakfast" -- where's the ambiance for one half of that? Other than that, random staff walked back and forth through the dining room throughout breakfast, making us almost feel we were in people's way. And the breakfast is good, if not overly artful. So, like I said, not a bad place, just luxury prices without luxury feel imo.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 22, 2013
All in the details is very important to us as well! I appreciate your feedback and will take it into consideration during our staff trainings the next couple of weeks. Moving into the New Year, we are very excited about all the possibilities it has to offer. We are retraining staff, hired new members of the team and also have some great new programs in place to make a guest experience more memorable.
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I am happy that you had an opportunity to stay at the Farmhouse because it has so many wonderful amenities to offer. Yes, it is 2 miles from the Inn and a lot of our guests like the respite escape from the hectic life we all lead. I apologize for the cow pasture at the Hillbrook Farmhouse, in the winter months this is not a common problem that we hear about. Although, this year has be a little warmer than normal and I can’t complain about that.
I am sorry that we did not get a chance to really meet in a personal manner. I know you were here during the week and I was on the property and we passed one another as we walk into the inn for breakfast. We have a total of 17 acres on the Hillbrook Main Estate, 3 acres at Farmhouse and another Estate behind Farmhouse that opens on February 1, 2013. Therefore, I was checking on the properties, decorating the new house, overseeing painting in a guest suite, checking on a room that is under construction and getting my kids on the bus. Days are always busy and I do attempt to try and meet all our guests. I am personally disappointed because the staff is trained to greet guests and to make their stay personable. So, my sadness comes from your comment that it felt like a hotel. They should get to know every guest that walks through the door. In addition, I have several family members that work for us including my sister-in-law, my brother-in-law, my aunt and all of my staff is treated like family. We want guests to feel a part of that because each of these people are special and really love Hillbrook for all it is and can be in the future.
Lastly, I am very upset about the morning experience. That was very upsetting to me as well. I know exactly when you were here because I was in the office on the phone with our purveyor because it is unacceptable for them to make deliveries at that time. That is not an issue that you as a guest should have had to experience and I fully agree with your comment! I have already told the company that we will not accept a delivery at that time in the future, that the truck will be turned away as to not disturb the guests.
I appreciate the time you took to write about everything and we are using it as a learning experience to be better and to pay attention to the details!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.