I had an overall very nice weekend at Hillbrook. Every person working there was delightful, and the room was generally comfortable. We stayed in the Bamford Suite, which is the largest room and is located in the main house.
The property is gorgeous and well kept. We saw lots of animals, including bunnies, geese, squirrels, and deer. It's a nice place when you feel like you want to get away from the hustle and bustle of regular life. The rooms don't have TV, which is fine with me, and they do have other conveniences like free wifi and iPads for guest use. There's also a non-functional record player, which would have been amazing if it were working. They have a nice common room with board games. It was nice having a Keurig in the room, and they provided good coffee and real half-and-half for that.
The main house was built in 1920, and it has a nice, rustic feel to it, though I don't necessarily like "rustic" when it comes to bathrooms and think it would be great if they'd modernized the bathroom just a tad. For example, there was no ventilation in the bathroom, and there was one exterior window that you can't cover up. The toilet was awkwardly placed in a small corner so it requires some contortion of the legs to sit down, and the shower's water pressure and temperature were difficult to control.
The pillows were comfortable, but the bed had a way too thick foam pad on it, so my sleep wasn't the best. The chairs and couches, however, were really soft and comfortable. Because it's an old house, the A/C isn't centralized, and the unit is really, really loud.
As far as food goes, we had a three-course dinner one night, and breakfast two mornings, and the food ranged from OK to good, with nothing spectacular, but nothing gross either. The food all tasted fine but was rather unimaginative, like pan-fried fish, a dry omelette, waffles, etc. If I go back again, I'll probably skip the expensive dinner and eat somewhere in town.
I got a facial at the spa, which cost $95 plus a mandatory $19 tip. I left feeling greasy and breaking out afterward, and I don't have sensitive skin, so I would strongly advise against getting a facial there.
One thing I really disliked was the 20 percent gratuity that was automatically added to the price of everything. Sure, they said that you could ask to have part of it taken off your bill after, but I'd feel like a real jerk for doing that. Even for the facial, which wasn't very good, the facialist was a nice lady, and I'd feel bad for doing that to her after the fact.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I appreciate that you took the time to write a review about the Hillbrook Inn & Spa and I am also happy to her that, “overall very nice weekend at Hillbrook”. Every person working there was delightful, and the room was generally comfortable. We stayed in the Bamford Suite, which is the largest room and is located in the main house.
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I look forward to sharing your information about the grounds to the crew that takes care of it daily. They have been working hard in this hot weather to make sure that it is prepared for our guests visiting. I know you don’t really like the “rustic” feel, but appreciate that the house was built in the early 1920’s. The feedback on the bathroom is appreciated. It is something we are looking at updating in the future and have some ideas, however, the architecture of the old home does limit us a bit. The exterior window is fit with a blind and if it was not working properly we wished we would have been notified during your stay, therefore, we could have repaired or replaced it for you during your visit.
I will personally look at the bed and take a little rest to make sure that it is comfortable for our guests during their stay. I did have staff members stay in the room for several nights and critique it for us as well. It is always important to get different perspectives, because each of us has an opinion that can be taken into consideration. They did not mention the bed, but I will discuss it with them as well.
As for the dining experience, I will research your menus for the weekend and review it with the culinary team. I know that two of the Chefs have already read the review and have commented to me personally. Therefore, we thank you for taking the time to comment and give us your personal opinion and will take it into consideration.
As for the facial, I do hope that you told a manager on duty when they asked you how your services were before you departed. The product we utilize is not an abrasive product line, because it is all natural. I even allow my 10 year old little girl to use it daily.
I am sorry that you disliked the gratuity that was added to your billing, but understand if you wanted to make adjustments. It our policy states, “For all services provided at Hillbrook Inn & Spa, a 20% gratuity will be added to your bill. If you would like to make any adjustments to this, please let us know. We welcome your feedback so we can improve service for our guests. If you are an overnight guest at Hillbrook, items will be added to your final bill whenever possible.” It is listed in your confirmation letter, under policy on web-site, as well as told to guests when making reservations. This is done for more of a convenience to guests because they are travel from companion properties to Inn, allowing them just to enjoy themselves during their stay. If you are not happy with service, we would be more than happy to make a refund on gratuities. Please do not hesitate to contact in and advise us.
I deeply appreciate your honesty and your opinion because it helps us to look at the inn and priorities project and train employees. I appreciate your time and hope you enjoy the summer.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.