These two poor ladies, mother and daughter, did not enjoy their stay sadly but I would suggest that is more to do with their disposition than the reasons given here. On my return from a 2 day break I contacted Scottish Accommodation through whom they had booked. They keep records of all correspondence and they informed me of the exact wording of all communication with Hazel Barret. There was no mention at all of any disability or heart conditions or even that they required parking. People always inform at the time of booking any special requirements they may have which we endeavour to accommodate. On informing the daughter of this her prompt retort was" what are you doing going away for the weekend anyway!"
I had been informed by my son, who was overseeing the business in my absence, that the ladies had been very bad mannered and rude saying to him to "take these flowers away we have allergies" without a please or a thank you referring to the fresh flowers in the dining room and their bedroom. After being very kind and respectful to the ladies they then informed him of the heart condition but as we were full he could not change their room unfortunately.
If a light bulb had gone out it would have been replaced immediately and in the case of the heating due to it being Aug it is not generally required however because the ladies were saying they were cold their request was addressed and heat supplied.
On the first morning of my meeting the mother I said good morning you must be Hazel's mother and was completely ignored! The lady then ate breakfast with her jacket zipped up
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The next and their last morning they arrived in the dining room whilst we were in the midst of organising breakfast at 7.40. I informed them breakfast didnt begin until 8 am and would they mind waiting. They told me they needed breakfast early as they had a 5 hour drive home to Burton on Trent. Maybe I shou;d have allowed them to take breakfast early as I have done on occasion with some notice but I fear it may have been orchestrated to make a point. The ladies then left and I must admit it did make breakfast a more normal and pleasant experience for my guests and myself.
They may have had to wait for breakfast as we take orders at breakfast, not the night before, and cook everything from fresh as it is asked for. This system is prefered by most if not all guests and has never before illicited a negative response, it is in fact the opposite extreme to all the feedback we receive.
I believe it always best to have some humility when things dont always go your way and you find that even the toughest of problems can be resolved.