My mum paid for the "Terrace Suite" for my husband and I as a Christmas present to us. The B & B advertises "a no children policy " and it also advertises a spa and a kitchenette.
We were looking forward to having a relaxing retreat for 2 nights without our children. The service was quite disappointing. We received a cold reception on our arrival by the woman in charge of the B & B. Then she rudely informed us that there wasn't any parking available within the complex and we were told to park our car on the street. Late in the day, we were allowed to park our car on the complex. She advised us that "family had unexpectantly arrived". Then she told us that we would be placed in another suite and not the"The Terrace suite". I questioned why we were not being given the Terrace suite as I wanted to ensure we were getting what my mum had paid for. She snapped at us and replied no rooms are guaranteed when booking online.
We were placed in a suite where there was another unit above our room. Throughout most of the first night we could hear loud noises above us so we didn't sleep very soundly. There were sounds of people walking, children running up and down and screaming. This "noise" was the woman's relatives..!! And this is a B & B that advertises "a no children policy".. !!
The following night, I decided to make use of the spa in our room. When I attempted to fill the spa, the plug wouldn't lock in and as a result the water kept leaking down the hole. I rang for assistance and once again I had to deal with this woman's rudeness. She made it sound like it was a huge inconvenience and she took some time before she arrived. She then accused us of breaking the plug and told us that it had been working ok for the previous guests!! I tried to assure her that it was the first time I had tried to use it but she was so unhelpful and rude. I ended up telling her not to worry about it and went without the spa.
We brought along a hamper packed with grocery items but the unit we were given didn't have any bowls or dessert spoons. It had little else that you would expect to find in a kitchenette. Due to this woman's attitude, we did not wish to "bother" her further so we ate our breakfast cereal out of a large square tupperware container we found with a teaspoon.
Throughout our entire stay, this woman's manner was very rude toward us and anything we asked was too much trouble. She was definitely not the type of person you would expect to host a B & B.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
28 June 2010
The Castle is unique in that all the suites are very different, clients that make their booking direct through our own website are given first preference in selecting the suite of their choice, those that book lastminute unfortunately do not have the same option, In some instances, as was the case here some do call and ask for a particular suites, we do our very best to accommodate their wishes but as this was Boxing Day and the hotel fully booked the requested suite was not available, the suite offered was The Gallery Suite, our newest suite that since opening has had nothing but accolades
In respect to carparking The Castle offers free of charge off street parking – this was possibly the busiest day of the year and unfortunately we have no control over usage
The issue with the plug unfortunately was totally out of our control, being one of those push down and press to come up types, it unexplainably would not push down fully and being a public holiday we were unable to have the matter rectified, however thinking laterally the couple did overcome the problem by continually running the hot water causing it to finally runout rendering the whole of the hotel momentarily with no hot water. The problem was fixed the next day, unfortunately this was the day of their checkout but not before we had given them a bottle of French Champagne in an attempt to placate the matter.
Re family noises, of this we were totally at fault – it was boxing day and unfortunately our grandson, unbeknown to us was playing with a very noisy contraption upon the deck immediately above their suite obviously causing disruption to their quiet time, it was some time unfortunately before we realized what was happening and stopped the situation immediately, for this we apologize.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC